When a service desk manager is asked, "Do you use Knowledge Management (KM)?" The answer is often, "Yes".
But what "Yes" means can vary dramatically, since the term Knowledge Management within the service desk can mean something different within each organization. Accordingly, these organizations need to develop an understanding of the levels of KM maturity so they can determine where they currently stand with KM and determine the steps required to move from reactive to proactive, to customer-centric, and finally, to business-centric.
Knowledge-Centered Support (KCS) is a KM methodology developed by the Consortium for Service Innovation. KCS is a set of Knowledge Management best practices grown out of the experiences of the Consortium membership. Subsequently, many companies have successfully adopted this methodology, but upon closer analysis of those implementations, you will discover that few companies have reached full maturity.
In 2003, the HDI Strategic Advisory Board defined "The Support Center Maturity Model." The model examines the characteristics of support: people, process, technology, and vision. It also provides guidance to support organizations as they evolve and become more valuable to their companies. Realizing that support centers often start off tactically and then mature to become a strategic asset of the company, the HDI Strategic Advisory Board defined the four phases of maturity as reactive, proactive, customer-centric and business-centric and specifically noted that Knowledge Management was a key enabler of this evolution. It is important to understand that there is no right or wrong place to be in terms of this maturity model. The key is to understand the model so you can determine your current state and aspire to achieve the next.
The Knowledge Management Maturity Model aligns with "The Support Center Maturity Model" and advocates the use of Knowledge-Centered Support, the only set of Knowledge Management best practices based on process and proven practices. The model provides a look at the various characteristics of KM methodologies along with the requirements for optimizing your own implementation. When implementing Knowledge Management, you must first identify gaps compared to the model and then evolve your organization accordingly. …