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Context Is King: Understanding Knowledge Centered-Support

Your knowledge is only as valuable as you make it, and in order to translate knowledge into a valuable asset you need context.  In a post for All Things ITSM, Simone Moore explores why knowledge-centered support (KCS) is so important for an organization and how it helps to establish context.

KCS helps to keep both the day-to-day and evolutionary knowledge practices relevant. Successful KCS goes beyond implementing a knowledge base and helps to guide the leadership and management of developing knowledge. If you want to be successful with knowledge building, you have to let go of the traditional learning mindset and embrace a more collaborative culture. Knowledge should be shared with the organization so that it is sustained and valuable.

Knowledge management is not its own entity. KCS is used with ITSM to help give the expertise substance. Customers expect to be able to contact a company and speak with an employee who is knowledgeable about the products or processes. It is impossible for a single person to know everything in anticipation to a customer’s question, but KCS can help them be more efficiently knowledgeable. If an employee does not know the answer, KCS allows for them to know how to acquire the answer.

While specialists have their time and place, it is important to embrace the sharing of knowledge. According to Moore, everyone plays a role in keeping the knowledge alive, and the only way to ensure this is by sharing.

The right collaborative sharing culture will allow for people to share their thoughts without the fear of persecution for being wrong. This additionally means a change in how people are rewarded and acknowledged for their diligent acquisition of education.

Knowledge is like a goldfish. It needs to be fed, nurtured, and cared for, or else it perishes. You can read the original post here:

About Danielle Koehler

Danielle is a staff writer for CAI's Accelerating IT Success. She has degrees in English and human resource management from Shippensburg University.

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