News & Updates

A guest post by Andy Koopmans, Senior Technical Writer at F5 When we started KCS at F5, I was skeptical and concerned. As a technical writer on the AskF5 team…

In this KCS Verified Vendor Series call, Michelle discusses how you can enable your organization to successfully support KCS with technology geared around the KCS practices and workflows. Recording

Measuring the shift left of a digital transformation journey has always been a challenge for service organizations. Part of the issue has been their reluctance to change the currency of…

We were so pleased to welcome folks to the Consortium for Service Innovation’s first ever virtual Member Summit last month. While we wish we could have met in person, we…

Today’s support leaders know that going digital isn’t enough – that strong content practices and robust measurement are the only way to deliver the service experiences your customers expect across…

We had our first KCS Academy Virtual Roundtable event earlier this month.   It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS…

I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support…

A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer…

Recently I posted on how we define escalation, and the confusion it can cause based on context of use.  Deflection is another word that persists across the support and service…

Intelligent Swarming is gaining momentum in the Technology Services and IT Service Management industries as companies look to optimize the way they connect their people with the work that needs…