Knowledge Centered Support aka KCS

Never heard of it? Me neither until a year ago. In easy words it is pushing you to share information (knowledge) within your company and outside your company in a more efficient and structured way but still not bound to rules printed into stone. Even more it gives a feeling of ownership to the individual people in the chain to provide proper information.

Personally I extremely like it...but you should work with systems that are KCS verified, otherwise it can be a pain and affect the daily work in a negative way.

The Consortium for Service innovation has its own webpage but might be frightening some as with so much information that's why the following pretty much summarizes it (source: Wikipedia [from where else ^_^]): 

Knowledge Centered Support is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the customer/technical support organization. Development began in 1992 by the Consortium for Service Innovation;^[1] a non-profit alliance of support organizations. Its premise is to capture, structure, and reuse technical support knowledge.

KCS seeks to:

• Create content as a by-product of solving problems, which is better known as within the ITIL incident management process, as well as the problem management process. As support analysts capture information related to an incident, they create knowledge that can be reused within the support process by other support analysts as well as customers with access to a self-service knowledge base.
• Evolve content based on demand and usage. As people interact with the knowledge base within the incident management process, they must review it before delivering the knowledge to a customer. If they discover the need to correct or enhance the knowledge, they will fix it at that time or flag it for another person to fix if they do not have the access authority to the knowledge. Under this model, knowledge is evolved just-in-time based on demand instead of just-in-case. This lowers the cost of knowledge management.
• Develop a knowledge base of an organization's collective experience to-date. New knowledge capture within the incident management process is an experience resulting from one interaction. The knowledge has not been validated or verified beyond the initial incident. Thus the initial knowledge is not as trusted in this state, which is referred to as Draft knowledge. It is not until reuse occurs that trust is improved. At some point the knowledge will be marked as trusted and either Approved for internal use or Published for self-service. The knowledge base under the KCS methodology includes knowledge that is at different states of trust and visibility. The collective experiences to date challenges the traditional thinking that all knowledge in a knowledge base must be perfect, validated, and highly trusted.
• Reward learning, collaboration, sharing and improving. The culture of the organization must change to recognize the value of an individual based on the knowledge they share that enables the organization to be more effective and efficient.