Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: knowledge Management. To view an earlier version, select the version from the Product version menu.

Providing knowledge-centered service (KCS)

Scenario for creating Knowledge-Centered Service articles

BMC Helix ITSM: Knowledge Managementsupports Knowledge-Centered Service (KCS).  The practices defined in KCS enhance the collective efforts of the knowledge team to create and maintain a rich knowledge base. 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 resolving incidents.
  • Collect available knowledge in a comprehensive knowledge base.
  • Reuse and improve existing knowledge before creating new content.
  • Encourage users to collaborate, learn, share, and improve knowledge within the organization.

Workflow for creating Knowledge-Centered Service articles

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

KCS-flow.png

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

If a knowledge article is used frequently, 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 more 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 Digital Workplace.

 

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