BMC Software White Paper

Improving Support Effectiveness: Best Practices for Knowledge Management Initiatives

While several best practice frameworks exist to provide guidance on quality and IT organization alignment with the businesses they support, an emerging and influential set of best practices developed by the Consortium for Service InnovationTM (, known as Knowledge-Centered Support (KCS), provides guiding principles for design and implementation. The purpose of this paper is to outline the elements of a roadmap your organization can follow as you implement a knowledge-centric service management approach. The roadmap is based, in part, on a framework developed by the Consortium for Service Innovation and is loosely aligned to the KCS principles. When following such a roadmap, you will find that you can improve your support effectiveness and increase customer satisfaction.

Tags: Service Management, Knowledge Management, Knowledge-Centered Support

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