CIS-ITSM · Question #77
What is KCS (Knowledge Centered Services)?
The correct answer is B. A documented methodology to provide a set of best practices for creating and maintaining. KCS (Knowledge Centered Services) is an industry-standard methodology that defines best practices for capturing, reusing, and improving knowledge as part of the support process.
Question
What is KCS (Knowledge Centered Services)?
Options
- AA bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to
- BA documented methodology to provide a set of best practices for creating and maintaining
- CA dashboard with specific visualization of the different knowledge bases and categories
- DAn application that helps agents and managers to create cases from Knowledge articles
How the community answered
(35 responses)- A3% (1)
- B89% (31)
- C6% (2)
- D3% (1)
Why each option
KCS (Knowledge Centered Services) is an industry-standard methodology that defines best practices for capturing, reusing, and improving knowledge as part of the support process.
KCS is not a set of database tables or a mapping mechanism specific to CSM case articles; it is a process methodology applicable across any knowledge-driven support operation.
KCS, developed by the Consortium for Service Innovation, is a documented methodology - not a software feature - that establishes practices for creating, structuring, and maintaining knowledge articles as a natural byproduct of resolving support interactions, improving both efficiency and knowledge quality over time.
KCS is not a dashboard or data visualization tool; it is a framework defining how support teams should interact with knowledge throughout the resolution process.
KCS is not an application that generates cases from articles; it defines the cultural and procedural practices for how agents create and use knowledge during support work.
Concept tested: KCS methodology definition and purpose in knowledge management
Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/knowledge-management/concept/kcs-methodology.html
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