The Knowledge Centered Service – also known as the Knowledge Centered Support or the KCS – is a methodology and set of practices designed to integrate knowledge creation and maintenance into the daily workflow of an organization. Through active collaboration between teams and continuous knowledge capture, it helps improve the efficiency and effectiveness of customer support and Service Management functions.

As 2023 draws to a close, we look back on a year that has not only been about growth and achievement but also about embracing change and pushing the boundaries of innovation. This year at InvGate, we witnessed a remarkable evolution in our approach to IT Service Management (ITSM) and IT Asset Management (ITAM), reflected through our flagship products, InvGate Service Desk and InvGate Insight.

It’s no news that Artificial Intelligence (AI) has transformed the ways in which we live, work, and connect. However, along this array of possibilities, it has also led to fears and concerns about its use and potential consequences. But what if we could turn these doubts into curiosity? What if, instead of viewing AI as a threat, we saw it as a powerful ally for our day to day tasks and responsibilities?

Choosing help desk software for a school is a smart yet hard thing to do. A service platform can simplify the work of any educational institution by centralizing all IT operations and requests and even providing a single point of contact with multiple areas beyond technical support. However, selecting the right IT Service Management (ITSM) tool that adapts to educational needs poses a challenge in itself since most of them are not designed with that specific consumer in mind.

If your organization already uses Jira for software development or project tracking but lacks a service desk, then this is perfect to have the best of both worlds. The InvGate Service Desk and Jira integration allows you to add a help desk to your Project Management and software development tools in just a few clicks.

2023 was a transformative and eye-opening year for the service desk, with various needs that had only been lurking in the background coming to the forefront. And as we embark on the journey into 2024, the dynamic landscape of IT Service Management (ITSM) continues to undergo an accelerated transformation, with emerging service desk trends setting the stage for a revolution in customer support and technical assistance.

Service desk Standard Operating Procedures (SOPs) are a great way to systematize working practices and lead to a more consistent experience for agents and end-users. Done well, they can be used to build up a solid knowledge base for your technical teams, which will improve response times, fix rates, and customer satisfaction. When designing a SOP, the key lies in keeping it simple, clear, and making sure it incorporates everything the user needs to follow it accordingly.

Building community within teams has many perks. It enhances communication, knowledge sharing, productivity, and overall employee well being. This is particularly true for customer support teams, where fast paced environments, conflict resolution, and customer engagement shape day to day operations.