The Knowledge Centered Services (KCS) approach is used to capture, structure, and reuse knowledge to improve the workflow of how visitors navigate within your portal.
UFV departments are encouraged to create KB articles using the KCS approach so their end users can quickly and easily use your portal.
KCS is an approach to knowledge management with a rich set of principles and techniques for leveraging knowledge in an interactive environment such as your portal.
Knowledge management is one of the Information Technology Infrastructure Library (ITIL) practices.
“The Knowledge Management practice is a way of transforming information and organizational
intellectual capital into persistent value for employees and service consumers. This practice
aims to provide the right information to the right people at the right moment…”
(ITIL® Practice Guide: Knowledge Management, 2019)
Using KCS principles in your KB content will help:
- Improve your operational efficiency
- Reduce your training time for new employees
- Codify procedures
- Enable the team's collective experience
- Evolve and up-to-date knowledge continuously
Related information: Consortium for Service Innovation