Information Services, led by Strategic Technology Enablement, is embarking on a journey to mature and build upon the knowledge that is shared amongst IS and non-IS caregivers.
Kicking off in October, and starting small with representatives from the IS Service Desk, L2 Applications, Collaboration Applications, and EUS Desktop, we will begin rolling out the Knowledge-Centered Services (KCS) methodology, with the intent to expand the rollout to the rest of the IS organization by 2022.
KCS is a proven methodology which strives to integrate the reuse, improvement, and creation of knowledge into the problem-solving process. With each reuse of knowledge, content continues to grow through the double-loop, solve/evolve process. Caregivers will contribute to the development of a knowledge base representative of a collective experience, and reward learning, collaboration, sharing and improving. There are both quantifiable and qualitative benefits to adopting KCS, including faster resolution of incidents, optimization of resources, enablement of a self-service strategy, and the building of organizational learning.
KCS Principles
- Abundance – The more we share, the more we learn.
- Create Value – Work the tasks, but think about them in the context of the big picture.
- Demand-Driven – Knowledge is a by-product of interaction and is demand-driven.
- Trust – Engage, empower, motivate.
The best people to create and maintain knowledge are those who use it every day – YOU. By focusing on reusing and improving knowledge that is known, and capturing knowledge that is new, we can enable our teams to work smarter and not harder.
Look forward to additional communications as we expand our rollout within the IS organization! If you’d like to learn more about KCS please visit the Providence Knowledge-Centered Service SharePoint site or the KCS academy website.