Knowledge Management is the missing link in today’s Service Management Processes. The best advice ITIL v3 gives is that ‘It should be done’. ITIL provides excellent theory in knowledge management this is because ITIL is a framework where KCS is a methodology.
Knowledge Centered Support (KCS) is a methodology which has been tried and tested in many large support service providers. It is simple common sense coupled with simple instructions, which has its success in a simple change in culture.
KCS is not something you in addition to support, KCS becomes the way you do support.