ITSM and the Value of Knowledge-Centered Service for the Enterprise

with Andrew Gilliam , Kaliegh Averdick , Katharina Wymar , Paula Cottrell
Tuesday, Jul 21, 2020


Disruption has become the norm. As businesses try to keep pace with rapid change, IT support centers along with other core enterprise service groups are struggling to keep up with demand. How can they communicate effectively and maintain high standards of internal and external customer service?

The value of a robust knowledge management strategy cannot be understated. HDI’s Andrew Gilliam brings together KCS-certified practitioners and implementation experts to discuss:

  • Why most knowledge management initiatives prove less than completely satisfactory
  • How the KCS methodology addresses challenges throughout the knowledge lifecycle
  • The return on investment provided by improved first contact resolution (FCR) and shortened time to proficiency for new hires
  • The benefits to adopting KCS across the enterprise
  • Writing FAQs that actually answer common questions and divert human-assisted contacts
  • How KCS lays the groundwork for self-service, automation, and shifting left to reduce costs

This exciting panel discussion will be packed with invaluable takeaways for every phase of your knowledge management journey.

View the Webcast Recording

ITSM and the Value of Knowledge-Centered Service for the Enterprise

About Our Speaker(s)

HDI Associate Analyst
Andrew Gilliam is a passionate customer experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow @ndytg on Twitter, connect with him on LinkedIn, and discover more at
Senior Product Specialist
Kaleigh Averdick is a KCS specialist. Having spent 8 years with WKU running their knowledge management strategy, she can offer best practices and key tips and tricks for creating a solid KB that drives self-service adoption. Kaliegh is currently a sales engineer with TeamDynamix and works with customers across both the private and public sector to help ideate best practice uses for ITSM.
PMO Manager
Katharina Wymar heads the ITS Project Management Office at the University of South Dakota. She has over 10 years of project management experience and has worked in higher education and banking operations environments. She holds Knowledge Centered Service certifications from HDI (KCS Fundamentals, KCS Principles), customer support and ITIL certifications and was the project manager for the KCS implementation at the University of South Dakota.
Knowledge Manager
Paula Cottrell is the Knowledge Manager at the University of South Dakota. Paula has 25 years of IT experience, including 11 years in higher education where she has also served as a Help Desk Agent and Help Desk Team Lead. Paula’s career has been primarily focused on Customer Service, Service Management, Service Desk Operations and Knowledge Management. Paula holds HDI certifications in Support Center Analyst, Support Center Team Lead, Technical Support Professional, KCS Fundamentals, and KCS Principles. She also holds certifications in ITIL, Comptia A+, Windows MCP and Apple ACMT.

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