This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management.

To view an earlier version, select the version from the Product version menu.

Knowledge-Centered Service overview

BMC Helix ITSM: Knowledge Management supports the Knowledge-Centered Service (KCS) framework. BMC Helix ITSM: Knowledge Management is a full-fledged knowledge management tool that provides the infrastructure to perform KCS-defined functions for the benefit of organizations that follow the KCS framework in their IT support processes.

You can perform the KCS-defined functions only through BMC Helix ITSM: Knowledge Managementand BMC Helix ITSM: Smart Reporting.

With the introduction of KCS support, the existing features or functionalities of the BMC Helix ITSM: Knowledge Management application do not change. If you do not follow the KCS framework in your organization, you can still continue to use BMC Helix ITSM: Knowledge Management.

Related topics

Overview of KCS

KCS is a rich methodology that enables users to create and maintain knowledge within an organization. The Consortium for Service Innovation has created the KCS methodology and maintains it. The KCS methodology is as follows:

  • Create knowledge as a by-product of solving incidents.
  • Collect available knowledge in a comprehensive knowledge base.
  • Reuse existing knowledge before creating new content, leading to evolution of knowledge as per the need and usage.
  • Encourage users to collaborate, learn, share, and improve knowledge within the organization.

By adopting the KCS methodology, you promote knowledge management best practices within your organization. For detailed information about the KCS methodology, see the KCS Practices Guide, available from the home page of the Consortium for Service Innovation website.

Product compatibility with KCS features

To use the KCS functionality, you must have the following product versions:

ProductVersion

BMC Helix ITSM Suite, including BMC Helix ITSM: Knowledge Management

9.1.00 or later

BMC Helix ITSM: Smart Reporting

9.1.00 or later

BMC Helix ITSM: Knowledge Management support for KCS features

The following enhancements in BMC Helix ITSM: Knowledge Management provide the infrastructure support for the various KCS functionalities:

KCS permissions

BMC Helix ITSM: Knowledge Management supports the following key license levels defined by the KCS framework:

  • KCS candidate
  • KCS contributor
  • KCS publisher
  • KCS coach

The KCS license levels are hierarchical, and users gain authority as they advance from one level to the next. The level of KCS knowledge, application of available knowledge, and skill level determine a user's license levels.

The KCS defined license levels are mapped to four new permission groups in BMC Helix ITSM: Knowledge Management. BMC Helix ITSM: Knowledge Management user permissions and KCS user permissions are mutually exclusive. At one time, a user can have either BMC Helix ITSM: Knowledge Management user permissions or KCS user permissions. To generate and view KCS reports, you must use BMC Helix ITSM: Smart Reporting.

Your organization can shift to the KCS framework in a phased manner rather than a one-time transformation. You can assign KCS permissions only to a group of users, while the remaining users continue to have BMC Helix ITSM: Knowledge Management user permissions.

For detailed information, see Roles and permissions.

KCS template

Use the out-of-the-box  KCS template to create knowledge articles. This template is structured according to the KCS article definition. Knowledge articles that are created by using the KCS template provide information about the problem; environment information such as hardware, software, and so on; resolution of the problem, and the underlying cause.

For detailed information about the KCS template, see Knowledge article templates for an overview about the KCS template and other templates in BMC Helix ITSM: Knowledge Management.

Forms and escalations for KCS support

Select from several forms and escalations in BMC Helix ITSM: Knowledge Management that support KCS features.

Data Management and KCS

Using the Data Management tool, create KCS articles from the KCS template. The Transactional-Knowledge.xlsx spreadsheet has an RKM_LoadKCSTemplate_Join tab that is used for creating knowledge articles. For more information, see the following resources from the BMC Helix ITSM Suite online documentation:

  • Access control for ticket data Open link for information about mapping transactional data from spreadsheets to target forms.
  • Troubleshooting Data Management Open link for information about the data management process.

Process overview for KCS

The following diagram illustrates the process of using and publishing knowledge articles:

When service agents record incidents, they search for knowledge articles that can help resolve the issue. If an applicable knowledge article exists, the service agent links to it. A service agent who also has the role of KCS candidate can update the knowledge article. Service agents have access to knowledge articles even at the Draft stage.

If a service agent does not find a knowledge article, a KCS candidate creates a new knowledge article. When the KCS candidate completes the proposed knowledge article, the knowledge article is set to draft status and becomes available to service agents to help resolve incidents.

Heavy usage of the knowledge article shows that the article is important. At this point, a KCS contributor validates the quality of the knowledge article. The KCS contributor might include subject matter expert (SME) reviews as part of the validation. After the validation is complete, the KCS contributor publishes the knowledge article internally. Service agents can see that the knowledge article has a status of verified and can be confident when using the information in the knowledge article.

A KCS publisher identifies which verified knowledge articles to publish publicly. After identifying the knowledge articles, the KCS publisher might get SME reviews before publishing the knowledge articles. Public knowledge articles are available to end users in BMC Helix Digital Workplace.

KCS users

As a Knowledge-Centered Service (KCS) coach, you must ensure that your team follows KCS methodology. KCS practices enhance the collective efforts of the knowledge team to create and maintain a rich knowledge base. To create an effective environment, you must monitor the team's work and plan for improvements.

KCS users are users with appropriate KCS permissions assigned to them according to their KCS role: KCS candidate, KCS contributor, and KCS publisher. A knowledge team consists of KCS users who belong to organizations, departments, and support groups of the company to which you may or may not belong.

We recommend that you have access to your team members' company and support groups. If you don’t have access to your team members' support group, you won't be able to see tickets that belong to their support group. In this case, you might see incorrect data in KCS reports.

If you don’t have access to the company to which your team member belongs, you will see erroneous issues such as:

  • Default question set is used instead of the question set specific to the company and organization the author belongs to.
  • The assignment engine will not work as expected.

Use the Knowledge menu to get a quick view of your team, and their contributions. You can set question sets to assess your team members' articles, that they have written, and generate team performance reports. Based on the results, you can plan strategies to improve how your team functions.

Important

Users are able to add another user with KCS coach permission only if that user has any of the following permissions: KCS candidate, KCS contributor or KCS publisher.

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