Knowledge Centered Support (KCS) Practices
Detailed Review of the KCS Practices and Techniques for both the Solve and Evolve loop
Face to Face training is helpful and effective, but it is constrained by minimum student numbers, high cost, location, duration, scheduling and logistics and also trainer availability. This course provides an alternative to face to face training where students can work at their own pace in their own time, without the exorbitant cost associated with traditional face to face training.
This course was designed with the sole purpose of providing support managers with a means of sustaining KCS knowledge and competence whilst having to deal with high staff turnover.
Paul Jay is a Service Management consultant with over 16 years of experience in IT Operations, IT Service Management and Project Management. Since 2005 Paul has been rolling out the KCS methodology and the ITIL framework in many organisations of varying size, structure and complexity.
With formal qualifications in ITIL (ITIL Expert), Knowledge Management (KCS), IT Governance, Project Management and Training has combined to deliver Successful Customer Outcomes in many Private and Public Organizations.
Paul is an award winning practitioner renowned for both innovative and practical approaches to business improvements through operational excellence, Process Excellence and Customer Centricity.
Paul has a wealth of experience implementing many ITSM and CRM Toolsets, ensuring that Tools enable efficiency and effectiveness that enable businesses to achieve their goals.
Paul is well-known for his innovative approaches to Service Management Taxonomy Models, Knowledge Management Approaches using Knowledge Centered Support, Service Quality Frameworks and Customer Experience Measurement.