Knowledge-Centered Support (KCS)

  • What is Knowledge-Centered Support (KCS) and Why is It Important?

    What is Knowledge-Centered Support (KCS) and Why is It Important?

    As we head further into a future forged by digital transformation, IT’s obligation to minimizing the ever-increasing volume of requests on the service desk is paramount to the overall...

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  • Configuration Management: True Knowledge of IT Infrastructure

    Configuration Management: True Knowledge of IT Infrastructure

    IT is no longer separate from business; IT is now the foundation that enables business to function, innovate and compete. As IT continues evolving it facilitates changes that create new business...

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  • 10 Tips for Improving Your Service Desk's Knowledge Management

    10 Tips for Improving Your Service Desk's Knowledge Management

    Over the last couple of years, the importance of knowledge management to IT service management (ITSM) and service desk operations in particular has increased. IT organizations are tasked with...

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  • 5 Ways to Improve IT Service Desk for a Better End User Experience

    5 Ways to Improve IT Service Desk for a Better End User Experience

    Many corporate IT service desks continue to be under pressure to deliver better IT support – with end-users and customers demanding increased efficiency and a better service, and likely at a lower...

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  • Make the Serve-Yourself Approach to IT Service Management Effective

    Make the Serve-Yourself Approach to IT Service Management Effective

    The self-serve approach to IT service management can be cost-effective as well as more efficient for your IT department… if it’s implemented properly. Otherwise, you could have a...

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  • How Does Self-Service Make Your Help Desk More Efficient?

    How Does Self-Service Make Your Help Desk More Efficient?

    Self-service communication channels via ITSM automation can provide what people want. Why is that? The answer isn’t hard to find; think about the normal workflow of a help desk.

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  • Improve ITSM: Add Value With Chatbots

    Improve ITSM: Add Value With Chatbots

    When you think of ITSM, what words come to mind? Do you think IT service management is difficult, complicated, and labor-intensive? It doesn’t have to be any of those things.

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  • 5 Ways to Improve IT Service Desk For Better End User Experience

    5 Ways to Improve IT Service Desk For Better End User Experience

    Many corporate IT service desks continue to be under pressure to deliver better IT support - with both end users and customers demanding increased efficiency and a better service, and likely at a...

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  • Getting the Most From a Self-Service Solution

    Getting the Most From a Self-Service Solution

    ITSM self-service portal solutions give businesses an opportunity to take a major leap forward when it comes to developing customer-centric operations. A good self-service platform will empower...

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