Atlassian Summit

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Knowledge-Centered Support – The Methodology That Really Works

John Custy, JPC GROUP

There are both quantifiable and qualitative benefits to adopting knowledge-centered support (KCS). Organizations who have implemented KCS report dramatic improvements in operating costs, incident/request resolution, customer satisfaction, job satisfaction, and significant reduction in training times. Learn how KCS can help you and your organization.

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About the speaker

John Custy, JPC GROUP

John has worked with all types of organizations and business units, from financial services to healthcare, manufacturing, non-profits government agencies. John has over thirty years of experience working in IT services and service management organizations, and has been actively involved with helping organizations improving their services – by providing more value and aligning their activities to organizational goals and objectives.

Prior to founding JPC Group, John served as Director of Professional Services at ZD/Softbank, where he was responsible for managing a consulting services group and training organization. He also held Product Management and Quality Management positions with global computer vendors, taught programming at Merrimack College. He holds a BS from University of Massachusetts at Lowell, and has a MA in Innovation & Technology from Boston University.