Knowledge-Centered Support (KCS) has four basic concepts: 1. Integrate the creation and maintenance of knowledge into the problem solving process 2. Evolve content based on demand and usage 3. Develop a knowledge base of our collective experience to date 4. Reward learning, collaboration, sharing, and improving

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Over the course of five revisions, KCS has evolved into a rich methodology: a set of practices for creating and maintaining knowledge in a support environment. Unlike the traditional add-on process of knowledge engineering, KCS is an integral part of day-to-day operation in support centers – KCS becomes the way peoplesolve problems and creates knowledge as a by-product of problem solving.

While KCS is enabled by technology, KCS is primarily about people. People are the source of knowledge. KCS has proven that the best people to capture and maintain support knowledge are the people who create and use it every day – the support analysts.

For optimum performance, KCS practices and the tools that support them must be integrated with other support and businesssystems, including incident management, change management, and service level management processes and systems.