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


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


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


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.