After completing its reorganization in January 2012, it quickly became clear that for the reorganization to work, KCS would have to be institutionalized in our organization.
Date Published - Last Updated June 2, 2016
We observed our colleagues using the request tools where they worked. We realized that we needed to present information in a role-specific manner.
Date Published - Last Updated June 2, 2016
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Date Published - Last Updated June 2, 2016
Date Published - Last Updated March 27, 2025
Fiserv began implementing its knowledge management strategy in 2012. First, they implemented a process to streamline the receipt of knowledge updates.
Date Published - Last Updated June 2, 2016
We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Date Published - Last Updated June 2, 2016
We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Date Published - Last Updated June 2, 2016
KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Date Published - Last Updated June 2, 2016
While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the organization.
Date Published - Last Updated June 2, 2016
Date Published - Last Updated March 27, 2025