2. KCS: Share Your Knowledge Emory University Service Management

3. What is KCS? Knowledge Centered Support

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

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

6. 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

7. Who can contribute? EVERYONE

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

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

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

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

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

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

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

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

16. Remember… Search early, Search often

17. 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

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

19. KCS: Share Your Knowledge Emory University Service Management