3. Knowledge-Centered Support

Eighteen percent of organizations surveyed by HDI use Knowledge-Centered Support (KCS) today, with an additional 21 percent planning to use the methodology going forward.

KCS was developed in 1992 and focuses on capturing, structuring and reusing technical support knowledge. Structuring and processing corporate knowledge methodically can have a positive effect on the service desk, help desk and the staff and clients of a business.

More than $50 million has been invested into KCS, with early adopters including Oracle, Novell, Compaq and BlackBerry. The KCS Principles Certification is held by 17 participants surveyed by Global Knowledge and provides an average annual salary of $82,534.