Industry leaders join forces to provide innovative guidance for technical service and support effectiveness and efficiency

Colorado Springs, CO — June 17, 2014 —HDI and AXELOS today announced the release of a cobranded white paper that explores the combined benefits of adhering to Knowledge-Centered Support (KCSSM)1 and ITIL®2, suites of best practices for IT service management. The complimentary white paper can be downloaded by visiting or

HDI and AXELOS decided to collaborate on the white paper when they recognized that ITIL and KCS share the same core objective: improving the quality of services and service provisioning to support business processes. ITIL is the most recognized framework for the set of practices known as IT service management, which focuses on ensuring the alignment of IT services to business needs. KCS, developed by the Consortium for Service Innovation, is the set of best practices that focuses on the use of knowledge within support as a key asset to facilitate the achievement of business goals.

Together, KCS and ITIL provide a powerful and valuable framework for organizations to follow. Those that adopt service management processes based on both position themselves and their companies for increased success.

“After meeting with AXELOS at the FUSION 13 conference last October, we quickly realized the service and support industry is better served by having ITIL and KCS work in conjunction with each other as opposed to being standalone frameworks,” said Rick Joslin, HDI’s executive director of certification and training. “We are excited to release this white paper to educate service management professionals that adopting both ITIL and KCS will lead to improved performance.”

Those who download the white paper will discover that KCS complements ITIL perfectly and provides significant advantages to an organization. Some of the benefits discussed are an increase in the value of services provided to customers, improved services that align to business needs, an enhanced customer experience, and increased employee satisfaction, loyalty, and productivity—all while continuing to meet the needs of the business.

"At AXELOS, our goal is to nurture best practice communities on a worldwide scale," said CEO Peter Hepworth. "We know first-hand that companies who improve service management have more effective employees, streamlined operations, and better performance from following best practices."

1 KCS is a registered service mark of the Consortium for Service Innovation.
2 ITIL is a registered trademark of AXELOS Limited.


ABOUT HDI | HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.

HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends.

ABOUT UBM Tech | UBM Tech is a global media business that provides information, events, training, data services, and marketing solutions for the technology industry. Its media brands and information services inform and inspire decision makers across the entire technology market— engineers and design professionals, software and game developers, solutions providers and integrators, networking and communications executives, and business technology professionals. UBM Tech's industry-leading media brands include EE Times, Interop, Black Hat, InformationWeek, Game Developer Conference, CRN, and DesignCon. The company's information products include research, education, training, and data services that accelerate decision making for technology buyers. UBM Tech also offers a full range of marketing services based on its content and technology market expertise, including custom events, content marketing solutions, community development and demand generation programs. UBM Tech is a part of UBM (UBM.L), a global provider of media and information services with a market capitalization of more than $2.5 billion.

ABOUT AXELOS | On 1 July 2013, AXELOS was announced as the new joint venture company that the Cabinet Office has formed to promote and grow the UK Government's portfolio of Best Management Practice accreditation and publishing services, including ITIL®, PRINCE2®, and the other PPM products. AXELOS now owns the intellectual property of the whole Best Management Practice portfolio and will build on the current business activities and developing products in new areas. The organization also has an ambitious programme of investment and growth, and the primary focus will now be on stimulating the growth of a vibrant, open international ecosystem of training, consultancy, and examination organizations. The latest news from AXELOS can be found on their website. If you have specific queries or requests, or would like to be added to the AXELOS mailing list, please contact [email protected].

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Simon Coughlin
Tel: 0207 654 2192 or 0207 654 2399 (out of hours)
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