Rick Joslin spoke to a packed crowd at the September 21st Northcoast HDI Local Chapter meeting in Akron, Ohio (Cleveland metro). This was his first stop in a multi-chapter tour. Rick shared the Knowledge Centered Service Management (KCSM) strategy that goes beyond the integration of ITIL and KCS. Knowledge Management can be more than just finding resolutions to incidents and answers to questions.
A knowledge article is never complete until it is obsolete. This statement from the KCS methodology promotes that knowledge is not perfect and can always be improved. It needs to be dynamic and not static. Yet not everyone will have the authority to modify or fix knowledge. Those rights must be earned based on the KCS competency model. When fixing is not an option, flagging is. Flagging a knowledge article allows individuals the ability to contribute fragments of knowledge
VITIL Solutions, a 40-year-old company based in Sarasota Florida, provides managed services for technology service desks, field services and computer management services to county and city governments in the state of Florida now enters a new era with a first release of KnowledgeDesk. KnowledgeDesk is a next generation cloud-based service management application based upon the proven experiences of VITIL and leverages industry best practices such as ITIL® and Knowledge-Centered Service (KCS). The first release of