September 18, 2019 Knowledge-Centered Service (KCS) is an IT service delivery and support capability that focuses on knowledge as a key asset of the IT support organization. If you haven’t heard of Knowledge-Centered Service, then you might have heard of its previous name – Knowledge-Centered Support. The simple way of describing KCS is that [...]
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October 24, 2018 Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]
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May 23, 2018 A knowledge base is arguably one of the most important tools that your organization’s IT service desk needs. Without a knowledge base, [...]
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