April 19, 2023 was unification day for contract customers of the AIMS
Help Desk and the DoIT Help Desk Level 2. This meant that two teams came
together to support a customer group double the size! Before merging,
the AIMS Help Desk successfully incorporated KCS (Knowledge-Centered
Service) into their support process. We are working together to continue
the success of KCS in the DoIT Help Desk environment, which means
thinking and designing creative solutions to incorporate our robust KB
site. In this session, I will be talking about what KCS is, the success
AIMS experienced using KCS, and what we’re doing to merge an entirely
new knowledge management process into our current one.