HDI Steel City January Meeting - Knowledge Centered Service Management (KCSM)

January 12, 2018
11:30 AM - 3:00 PM
 Add to Calendar

One BNY Mellon Center
500 Grant Street
Pittsburgh, PA 15219

How can Knowledge Centered Service Management (KCSM) Benefit your Organization?

Meeting Synopsis

Join the HDI Steel City chapter meeting as we explore the Knowledge Centered Service Management (KCSM) strategy that goes beyond the integration of ITIL and KCS. Knowledge Management can be more than just finding resolutions to incidents and answers to questions. Move from responding to incidents to a strategy that focuses on eliminating them. Knowledge should be integrated with many service management processes beyond incident management.

Meeting Agenda


Registration and Networking


Kickoff and Lunch






Presentation (continued)

2:45 – 3:00

Steel City Chapter Business


Presenter Bio

Rick Joslin, Knowledge Product Strategist at KnowledgeDesk

Rick has more than 30 years of information technology experience. He has led software development teams and technical support organizations, and has provided consulting to several organizations. Rick served as a vice president and officer with ServiceWare Technologies for six years, a public knowledge management software company where he served as vice president of RightAnswers. He served as the executive director of certification and training with HDI for ten years, an association for technical support professionals. Rick has over 20 years of experience in knowledge management and is recognized internationally as an expert in KCS. He has spoken at conferences and events throughout the North America and keynoted at conferences on six continents, promoting the KCS methodology.

Meeting Place

Meeting place in the lobby at the security desk and please bring a photo ID.

Presentation will be on the 48th floor in the Executive Board room. 

 Please Register by Wednesday, January 10th

We look forward to seeing you there! For event questions, please email us at hdi@hdisteelcity.net



$0.00 HDI Member Ticket

$25.00 Guest Ticket