KCS Structure for Reuse

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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