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ITx 2016 Conference Programme

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The ITx 2016 Programme may change without notice

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Knowledge Centred Service - Best Practices in Engagement, Empowerment and Service Success

Wednesday 4:00pm - 4:30pm, CITRENZ (CITRENZ Room 1)

Beth will discuss how Knowledge Centred Service (KCS sm) and Prosci can improve customer and staff engagement in IT service delivery. You’ll take away key principles and practices used in developing a knowledge-focused culture to improve service delivery at all levels of the organization.

The Knowledge Centered Support (KCS sm) and Prosci methods assist in building a culture focused on sharing, collaboration, learning and improving. Beth will discuss core elements needed to encourage a healthy knowledge culture; staff empowerment, customer engagement and the necessary technology tools. We look at best practice examples of how knowledge supports service delivery in complex environments.

Beth will introduce the main concepts and outline key metrics that can be used at each stage of knowledge maturity.

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Beth Coleman


Beth has over 20 years of commercial experience in IT management, change management, service design and implementation.

Beth has a passion for knowledge-centred service design and facilitation. Her work is highlighted by an awareness of and sensitivity to customer needs and priorities.