Touchpaper today announced that its IT Business Management (ITBM) suite has become ‘Knowledge-Centered Support (KCS) Verified’. Knowledge-Centered Support, a knowledge management strategy for service and support organizations, defines a set of principles and practices that enable organizations to improve service levels to customers, gain operational efficiencies, and increase the organization´s value to their company.
Specifically, the Touchpaper ServiceDesk, Touchpaper Customer ServiceDesk and Touchpaper ActiveKnowledge modules of the ITBM portfolio are now KCS Verified which means that they have been recognized as meeting industry best practice standards for knowledge management as defined by the Consortium for Service Innovation. The Consortium for Service Innovation is a US-based non-profit organization which aims to develop new innovative ways and methodologies to deliver outstanding customer support. It is supported by industry giants such as Fujitsu, HP, Microsoft, Novell, Cisco Systems, and Sun Microsystems.
“The Consortium for Service Innovation is pleased to have Touchpaper as one of our KCS Verified Vendors. The Verification process is thorough and challenging, and by submitting to the program, Touchpaper has aligned itself with forward thinking service enablers that have become strategic partners with service providers to turn information into knowledge,” said Greg Oxton, Executive Director of the CSI.
“The Touchpaper ITBM suite is driving the future direction of service management and being one of very few international KCS Verified IT service management vendors sets us apart in the industry and corroborates our leadership in providing best-in-class knowledge management solutions,“ said Touchpaper senior vice president, Carl Grieves. “KCS Verified certification gives independent credibility and endorsement to the value of knowledge management within the Touchpaper ITBM Suite. It underlines our commitment to both knowledge management as a framework and to the inclusion of world-class knowledge management technology within a service management environment and therefore presents a significant opportunity for forward-thinking businesses to seize an important competitive lead through service desk-related knowledge management.”
Using Touchpaper solutions, IT and customer service functions will be able to transform the quality of their support service through the automatic creation of meaningful knowledge that can be stored and shared across the organization, facilitating a significantly faster response and resolution to employee, customer and citizen queries and issues.