KCS Structure for Reuse

Structure for Reuse

Simple Structure - improves readability and findability

1. Issue, symptom, question
   • What is the requestor trying to do or asking?
   • What is the requestor’s experience that is undesirable?
2. Environment
   • Platform(s), product(s), model rev levels involved
   • Changes in the environment
3. Analysis (optional)
   • What steps were taken to understand the issue?
4. Resolution
   • What is the resolution to the issues?
   • Cause (optional)
   • The underlying reason(s) for the issue

Reference: https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/010/020

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