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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 102: KCS Is Better the Second Time Around

Joseph Kieltyka  (Service/Project Manager, Sandia National Laboratories)

Goldie Mitchell  (Service/Project Manager, Sandia National Laboratories)

Shelby Jones  (Team Manager, Data Analytics and Quality, Sandia National Laboratories)

Location: Grand Caribbean 8

Date: Tuesday, November 14

Time: 10:15 am - 11:15 am

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Connecting the Dots: Frameworks and Methodologies

Session Type: Session

Vault Recording: TBD

Audience Level: All

Like love and relationships according to Sinatra and Shalimar, KCS is better the second time around. Seven years ago, in 2016, Sandia National Laboratories began its journey with KCS. It was spring. We planned, we designed, we trained. Spring became summer, and summer became fall, and we were ready to take that next step, to implement. We had our ups and downs, our successes and challenges. But over the next two years, the cracks in our foundation became apparent – we had made some mistakes, drove into some ditches, and not all of us believed in the idea, in KCS. Sadly, our relationship with KCS faltered. And it wasn't KCS, it was us.

KCS requires a significant devotion of time, attention, and resources. It requires change and change can be hard, especially deep, lasting, cultural change. Maybe we just weren't ready for that kind of commitment. KCS never really left; we never completely abandoned the relationship. We had achieved some success and realized some of the benefits of going with KCS. The benefits, however dim, however diminished, were still there; we could still see the promise.

In the spring of 2022, we began to take another look, at ourselves, at KCS. We had matured, and so had KCS. We took stock – we analyzed our previous attempt – so many lessons learned! We re-evaluated our organization, our technology, our readiness. And in the fall, we decided we were ready to renew our relationship, to again walk down that path of planning and designing, of adoption and transformation, of waves and proficiency. This is our journey. Of how we tried and faltered, how we kept hope alive, how we renewed our commitment, and threw ourselves again into the maelstrom of renewed venture. But this time older, wiser, more prepared, more committed. This is the story of our second chance with KCS.