Knowledge Management - InfoCaption

Knowledge Management

The sup­ply of infor­ma­tion is con­tin­u­ous­ly increas­ning and it gets hard­er and hard­er to find the right infor­ma­tion. Many times it is only a few who has the knowl­edge but they do not have the tools to share it in a sim­ple, effec­tive and under­stand­able way. To deal with this we need to start shar­ing knowl­edge. The knowl­edge need to be made acces­si­ble in a sim­ple way and in, espe­cial­ly, a way in which the receiv­er real under­stands.


Gartner Group and Forrester has reached the conclusion

%

of the time that employees in a organisation puts down in search of information, they do not find the information they are looking for

%

of the employees have to browse four different systems before they find the right information

%

of the employees say that a good support system for Knowledge Management increases productivity with up to 30 %



 

InfoCaption and KCS

 

Info­Cap­tion and our work pro­ce­dures are inspired by KCS, but we hade added addi­tion­al dimen­sions to deliv­er ser­vice beyond KCS with focus on proac­tiv­i­ty, learn­ing and indi­vid­ual fol­low up. The plat­form is con­tin­u­ous­ly evolved with sup­port for KCS. The com­mon  points of con­tact we have with KCS today are

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Production flow

  • Tem­plate based  knowl­edge arti­cles (our guides)
  • Cre­ate Deci­sion paths with the process tools
  • Över­sik­ter Pack­et guides to out­lines and manuels
  • Use It, Flag it, Fix It, Add It (UFFA)
  • Role based flow of val­i­da­tion

Statistics

  • Over­all: guide cre­ation and main­te­nance of guides
  • Num­ber of search­es and viewed guides
  • Con­tribut­ing pro­duc­ers
  • Unmatched search­es

Integration

With Info­Cap­tion Inte­gra­tion Frame­work we inte­grate towards most of the ITSM-plat­tforms and CMC via open APIs or plu­g­ins. Con­tact us for fur­ther infor­ma­tion.

About KCS

Knowl­edge-Cen­tered Sup­port (KCS) is a method­ol­o­gy that cre­ates sig­nif­i­cant ben­e­fit for infor­ma­tion or knowl­edge inten­sive orga­ni­za­tions. KCS is a set of prac­tices and process­es that focus­es on knowl­edge as a key asset of the orga­ni­za­tion. Devel­op­ment began in 1992 by the Con­sor­tium for Ser­vice Inno­va­tion;[1] a non-prof­it alliance of sup­port orga­ni­za­tions. Its premise is to inte­grate use of a knowl­edge base into the work­flow.