Service Innovation

Terry Slattery
Principal Architect

There’s an interesting site,, that teaches how to use people and processes to increase productivity. They have the view that to achieve large improvements in productivity, organizations must use new, innovative ways to deliver customer support.  To make their point, the home page of their web site uses Einstein’s quote “Insanity is doing the same thing over and over again and expecting different results.”

The core of their innovative approach is the Knowledge-Centered Support management strategy, which “… defines a set of principles and practices that enable organizations to improve service levels…”  What’s different about this approach is that it incorporates a cycle of learning from the knowledge that is collected from the customer service process.  An example is the development of Just In TIme content as a by-product of solving customer problems.  Netcordia tries to do this by adding to an FAQ or contributing to the Netcordia community forum.

The Powerpoint presentation on KCS is very useful in understanding how it can be used to improve the customer support process.  One of the key aspects to it is to publish the results of support cases, which allows future customers to self-help by looking through the knowledge base to find solutions to problems that have already been found.  The customer support staff also benefits from the publication of collected knowledge, allowing them to resolve new cases much faster.  The overall efficiency gains are reported to be 30% – 60%, with an associated increase in support capacity.  With the current economic environment, this translates into greater job security for those in support roles because they contribute greater value than without KCS.  It helps management, who are looking for ways to save money and doing more with the current staff is a great way to achieve savings.

I highly recommend that you take a look at the KCS process and look at how to use it in your organization.



Re-posted with Permission 

NetCraftsmen would like to acknowledge Infoblox for their permission to re-post this article which originally appeared in the Applied Infrastructure blog under


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Nick Kelly

Cybersecurity Engineer, Cisco

Nick has over 20 years of experience in Security Operations and Security Sales. He is an avid student of cybersecurity and regularly engages with the Infosec community at events like BSides, RVASec, Derbycon and more. The son of an FBI forensics director, Nick holds a B.S. in Criminal Justice and is one of Cisco’s Fire Jumper Elite members. When he’s not working, he writes cyberpunk and punches aliens on his Playstation.


Virgilio “BONG” dela Cruz Jr.

CCDP, CCNA V, CCNP, Cisco IPS Express Security for AM/EE
Field Solutions Architect, Tech Data

Virgilio “Bong” has sixteen years of professional experience in IT industry from academe, technical and customer support, pre-sales, post sales, project management, training and enablement. He has worked in Cisco Technical Assistance Center (TAC) as a member of the WAN and LAN Switching team. Bong now works for Tech Data as the Field Solutions Architect with a focus on Cisco Security and holds a few Cisco certifications including Fire Jumper Elite.


John Cavanaugh

CCIE #1066, CCDE #20070002, CCAr
Chief Technology Officer, Practice Lead Security Services, NetCraftsmen

John is our CTO and the practice lead for a talented team of consultants focused on designing and delivering scalable and secure infrastructure solutions to customers across multiple industry verticals and technologies. Previously he has held several positions including Executive Director/Chief Architect for Global Network Services at JPMorgan Chase. In that capacity, he led a team managing network architecture and services.  Prior to his role at JPMorgan Chase, John was a Distinguished Engineer at Cisco working across a number of verticals including Higher Education, Finance, Retail, Government, and Health Care.

He is an expert in working with groups to identify business needs, and align technology strategies to enable business strategies, building in agility and scalability to allow for future changes. John is experienced in the architecture and design of highly available, secure, network infrastructure and data centers, and has worked on projects worldwide. He has worked in both the business and regulatory environments for the design and deployment of complex IT infrastructures.