About Us

Our team

Ensuring Customer Success.

Knowledge is at the heart of customer support and engagement. Whether you are considering Knowledge-Centered Service (KCS®), adoption planning or tuning up your KCS processes, we can help. We train and develop leaders in KCS, organization-wide, ensuring your teams have the skills to manage knowledge practices, processes and performance to increase customer self-service success.

 

KCS® is a registered Trademark of the Consortium for Service Innovation™.

Our Team

Beth

As lead consultant and CEO at Catalynk, Beth's consults in KCS, working with leadership across diverse teams to ignite the thinking and engagement.
She provides KCS training and guidance to develop your customer focused knowledge-centred culture.

Beth Coleman
Certified KCS® Trainer and Consultant Prosci® certified Change Practitioner

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Beth’s brings experience in IT Service Management, service design, change management and the use of knowledge for customer success.  As consultant, facilitator and workshop leader, Beth works with teams and leaders, to plan and guide successful KCS adoption and knowledge-sharing culture.

Peter_Mellalieu

Peter consults in analytics, data analysis and reporting. Peter creates intelligence reports that aid in achieving customer service success, informed by knowledge base and other customer service data.

Pete Mellalieu
Data Scientist KCS® Analytics Reporting Specialist

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Collaborating with agile teams and utilizing a range of analytics tools, Peter creates intelligence reports that aid in achieving service management success, informed by knowledge base and other customer service data.  Peter also designs and develops decision support systems.

Brian-McKenna-3

Brian is a seasoned IT professional and ITSM Consultant. He is a certified trainer in several methodologies, including ITIL Expert® and KCS® v6. Brian is a KCS Academy certified Trainer and delivers Catalynk KCS public courses.

Brian McKenna
Certified KCS® Trainer
ITIL® Certified Expert
ITSM Consultant and Trainer

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Brian brings years of Service Management experience to his courses, engaging students of all ages by skilfully introducing the ideas and concepts needed. Brian aims to ensure every student is well prepared to integrate KCS concepts, practices and techniques to meet their organisation’s needs for KCS adoption.

Beth

Beth

Beth Coleman
KCS Practices v6 and Prosci certified Change Practitioner.

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Beth’s brings experience in IT Service Management, service design, change management and the use of knowledge for customer success.  As consultant, facilitator and workshop leader, Beth works with teams, facilitating the culture changes needed for a successful adoption of KCS.

Peter_Mellalieu

Peter

Pete Mellalieu
Systems Modelling and Research Technologist: Analytics Reporting Specialist informed by Action Research

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Brian-McKenna

Brian is

Brian McKenna
KCS Certified Trainer

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Brian brings years of Service Management experience to his courses, engaging students of all ages by skillfully introducing the ideas and concepts needed. Brian is deeply interested in ensuring every student achieves personal goals, use of new skills in the workplace and the knowledge needed to acheive KCS certification.

Contact us for an assessment and recommendations.