The knowledge management maturity model: transform your support organization from reactive to business centric.

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 …