Frameworks and standards

InfoCaption gives the possibility to follow frameworks and standars in knowledge sharing...

They are:

  • Knowledge management
  • KSC
  • Pm3
  • SCORM

Knowledge Management and KCS

Söksida-mindre

Knowledge Management is all about handling knowledge effectively within an organisation through creating, sharing, using and reusing it. We live in a world of constantly increasing amounts of available knowledge, and it keep on getting more and more difficult to find the correct information. Working with Knowledge management within the organisation is more important than ever. Often just a few persons possesses a certain knowledge, but without the tools to share it in a simple efficient and understandable manner.

With InfoCaptions platform as the center for knowledge sharing, the organisations total knowledge are taken care of. The knowledge becomes person indepent and accessable for those who need it, in a format that is ease to receive and understand.

Gartner Group and Forrester has reached the conclusion that

%

of the time that employees in a organisation puts down in search of information, they do not find the information they are looking for

%

of the employees have to browse four different systems before they find the right information

%

of the employees say that a good support system for Knowledge Management increases productivity with up to 30 %

InfoCaption and KCS

InfoCaption and our work procedures are inspired by KCS, but we hade added additional dimensions to deliver service beyond KCS with focus on proactivity, learning and individual follow up. The platform is continuously evolved with support for KCS. The common points of contact we have with KCS today are

Production och production flows

Production flow

  • Template based  knowledge articles (our guides)
  • Create Decision paths with the process tools
  • Översikter Packet guides to outlines and manuels
  • Use It, Flag it, Fix It, Add It (UFFA)
  • Role based flow of validation

Statistik

 

  • Overall: guide creation and maintenance of guides
  • Number of searches and viewed guides
  • Contributing producers
  • Unmatched searches

 

Integration

With InfoCaption Integration Framework we integrate towards most of the ITSM-plattforms and CMC via open APIs or plugins. Contact us for further information.

About KCS

Knowledge-Centered Support (KCS) is a methodology that creates significant benefit for information or knowledge intensive organizations. KCS is a set of practices and processes that focuses on knowledge as a key asset of the organization. Development began in 1992 by the Consortium for Service Innovation;[1] a non-profit alliance of support organizations. Its premise is to integrate use of a knowledge base into the workflow.

PM3

Pm3 is a standard for business management in Sweden. Work procedures and concepts in InfoCaption maps to IT governance model MPR in several different areas and many of those who uses InfoCaption are doing it as an active part of governance according to PM3.

View statistics

Statistics of guide views are used as decision basis in program areas.

Usage in different segments

The guides are used in an interface between object organisation, organisation management, administration management, IT administration and IT management

Organisation processes as a whole

Guides and processes are used to describe organisation processes as unites instead of focusing on certain systems or applications.

Implementation

InfoCaption is also very useful when implementing a PM3-administration by educating and certifying members of the organisation and creating understanding with a larger number of employees for what the administration objectives are.

Aspects of knowledge

The most used guides are managed according to the managing plan and are also a part of the adminstration objectives. In that way one prevents the knowledge aspect to be forgotten, which otherwise is not uncommon.

InfoCaption Portal is the map

InfoCaption Portal is the map for the organisation. Cooperatively managed administration objectives share process maps and links in their turn to guides for respective system – all with a holistic perceptive.

As user support

Within user support the guides are useful to evolve and maintain the users knowledge, without traditional education or support.

Basis of decision making for administration managers without traditional education or support

In daily IT work, the guides constitute the knowledge based foundation and statistics make a good base for decision making for the management.

See the entire picture

With process maps, outlines and guides it is possible to describe entire applications to the users instead of isolated components. It that way everyone can relate to the organisation as a whole.

SCORM

Within the e-learning business there is a standard for grouping and sharing information that is named SCROM. SCROM-standard is used primarily to export and import courses and tests between different platforms and tools.

Introduktion-Raindance (1)

InfoCaption and SCORM

InfoCaption has support for both import and export with SCORM. This means that the step-by-step guides and tests that are produced within the plattform can be exported to a existing LMS. In the same way you can also import already produced material from other tools. When the imported material is in place you can share this to the users and follow up on usage on individual level with InfoCaption Track.