Author: Greg Oxton

Vocabulary is important!  I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption.  These three concepts are very self-centered; they reflect…

How do we deal with very generic issues or problems that have multiple possible causes? There are two ways to approach this: a hub article or a resolution path. While…

We always caution KCS design efforts to not “over engineer” the process or the content standard.  This is particularly true when it comes to article templates. People often ask, “how…

There are a few important reasons to use the “Work in Progress” (WIP) status in a KCS implementation. First is to preserve the customer context across the life of the…

Based on discussions with Consortium Members, we’ve recently made two important changes to the KCS v6 Practices Guide: Visibility is now Audience (in reference to Article State) PII (Process Integration…

Intelligent Swarming℠ (Agile Collaboration) is a dramatically different way to organize people and work. It challenges 30 years of accepted practice and structure in support. Released April 2019, this Framework…

The Consortium for Service Innovation is pleased to announce the publication of the Intelligent Swarming: Framework for Collaboration. This post (available as a pdf here) is a recap of that…

What is standard industry practice? What are the pros and cons? Consortium members are all over the map on whether or not to put their knowledge base content out into…

As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products?  Let’s take a look at…

Value is an abstract concept specific to the needs of the individual perceiving it. Value realization has to do with meeting expectations based on capability (does it do what I…