Infra Demonstrates Commitment to Knowledge Management
NewsOctober 25, 2006
KCS verification provides quality assurance for Infra customers
Infra Corporation, a leading supplier and developer of web-based IT Service Management software, today announced that infraEnterprise Version 8 has been recognized as "Knowledge Centered Support (KCS) Verified" by the Consortium for Service Innovation™. This follows Infra's verification for infraEnterprise Version 7 in 2005.
Executive Director of the Consortium for Service Innovation, Greg Oxton says "In submitting to and achieving the KCS Verified status for infraEnterprise Version 8, Infra has once again demonstrated an impressive dedication and understanding of Knowledge Management. By partnering with service providers to deliver exceptional results they have become a strategic leader in customer support."
Infra's head of Knowledge Management, David Green says "Many of our clients now specify Knowledge Management as a significant requirement in their IT Service Management solution. We are delighted to have achieved KCS Verified status as it gives our clients independent assurance that infraEnterprise provides an IT Service Management solution based on industry best practice."
KCS is an open approach to Knowledge Management where articles are created directly from support calls and the original problem description is preserved as part of the knowledge article.
An effective Knowledge Bank reduces the load on a service desk by providing service desk staff with a means to find and use known solutions. This functionality can also be made available to the customer base via a self-help portal. Knowledge Management mitigates many of the problems associated with staff leaving and taking their knowledge with them.
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