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Knowledge-Centered Service (KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the Consortium for Service Innovation , [ 1 ] a non-profit alliance of service organizations.
ITIL (previously and also known as Information Technology Infrastructure Library) is framework with set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
Knowledge retention is part of knowledge management. It helps convert tacit form of knowledge into an explicit form. It is a complex process which aims to reduce the knowledge loss in the organization. [67] Knowledge retention is needed when expert knowledge workers leave the organization after a long career. [68]
The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking. [6] At that time, businesses had to rely on standalone mainframe systems to automate sales, but the extent of technology allowed them to categorize customers in spreadsheets and lists.
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
A subset of information management software that emphasizes an approach to build knowledge out of information that is managed or contained is often called knowledge management software. KM software in most cases provides a means for individuals, small groups or mid-sized businesses to innovate, build new knowledge in the group, and/or improve ...
According to the SIAM Body of Knowledge, [5] the term ‘service integration and management’ or SIAM, and the concept of SIAM as a management methodology originated in around 2005 from within the UK public sector, which was also the source of other best practice methodologies such as ITIL®.
It is then disseminated to the other customer relationship management (CRM) processes, mainly: contract management, offer management, and service management. CRM manages knowledge, transparency and dissemination of knowledge for customers. Maintaining the balance between comprehensibility and precision is the main challenge when managing this ...
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