KCS 8.1 The Knowledge Process Integration Practice – Knowledge Centered Support
The sixth practice of the KCS methodology is Process Integration, and is part of the evolve loop. The Process Integration practice consists of four techniques;
- Structured problem-solving
- Seamless technology integration
- Search technology for KCS, and
- Closed-loop feedback for the whole system
The Process Integration Practice supports the Solve Loop with tight integration of each of the solve practices, the incident management tool or CRM, and the knowledge management tool. This proves to be a daunting challenge for most support organizations. The goal is for the Solve Loop to be seamless, we strive for transparent integration of the incident management process, the problem solving processes, as well as the knowledge creation and maintenance processes.
The goal is for the Solve Loop to be seamless
Process Integration: Strive For The Ideal, But Start Where You’re At
What we will describe here in this topic is ideal, however the Consortium know of no company that actually started with the infrastructure and integration we describe here in the following topic. Think of it as a goal not the starting point.
You don’t have to have all the functionality or the level of integration we described in the following articles to start your KCS journey, many have been successful with very crude integrations. The key is to be constantly improving the workflow, tools and infrastructure whilst moving towards the ideal State. Tight integration is helpful so that support analysts can move quickly through the applications with minimum clicks. The workflow is made up of real-time problem solving and knowledge capture processes, and, the tools, navigation and infrastructure used to support these processes in real-time. Once the initial workflow is defined it must continually be updated as feedback on its effectiveness is gathered.
In the next article we’ll look at the first technique of the Process Integration process; Structured Problem-Solving.
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Content as shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S3 [26.1-2]. KCS v5.3 was written and edited by Melissa George, David Kay, Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
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Written By Paul Jay
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