KCS: Share Your Knowledge Emory University Service Management

What is KCS? Knowledge Centered Support

Why do we need KCS? The MORE KNOWLEDGE we contribute, the more PRODUCTIVE we all become.

“An investment in knowledge always pays the best interest.” - Benjamin Franklin

What are the benefits of KCS? Respond to and resolve Incidents faster Empower customers, IT professionals and the Service Desk Provide consistent answers to your customer’s questions Retain knowledge within the organization

Who can contribute? EVERYONE

How do we contribute to KCS? U.Use it F.Flag it F.Fix it A.Add it

U.F.F.A. Use knowledgebase articles to resolve issues

U.F.F.A. Flag an article for improvement

U.F.F.A. Fix an existing article based on feedback

U.F.F.A. Add an article because one does not already exist

U.F.F.A. Use it Flag it Fix it Add it

Why should I contribute? Everyone contributes, everyone wins Resolution times drop New technical staff speak with confidence Department recognition Duplicate yourself

“Individual commitment to a group effort – that is what makes a team work, a company work, a society work, a civilization work.” - Vince Lombardi

Remember… Search early, Search often

What did I learn about KCS? What is KCS? –Knowledge Centered Support What is UFFA? –Use it, Flag it, Fix it, Add it Who can contribute to KCS? –Everyone When should we search the Knowledgebase –Early and often

The power of the Emory IT community… YOU make the difference YOU are the answer

KCS: Share Your Knowledge Emory University Service Management