1300 130 447
make a knowledge base
available to end users
Source - HDI Report
About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Financial Management , Knowledge Management
Business of Support , KM , Knowledge Management
Video Link - Knowledge Best Practices Using KCS for Efficiency And Scale , KCS Resources , HDI Tool - Knowledge Management ROI Calculator , HDI Tool - Knowledge Base ROI Model Calculator , HDI - Apollo Education Group, KCS Case Study
KCS allows the support organization to resolve five to ten times more customer issues at the same or lower cost as well as identifying opportunities to improve the products based on the customer experience.
The near-term benefits of KCS as experienced by the Consortium members who have adopted the methodology include:
Longer-term benefits include:
The degree to which the Support Analysts consistently capture, structure, reuse and improve knowledge as they resolve customer issues is directly related to the degree to which the organization will realize the benefits of KCS. Maximizing and sustaining dramatic KCS benefits is fundamentally about people and their understanding, buy-in, beliefs and behaviors. The workflow model, content standard and technology are enablers.
We have found that people aren’t likely to do things if they don’t understand why they are doing them. And therein lies the challenge.
Coaching and validation of understanding through certification are important elements in promoting understanding and changing behaviors. To fully realize KCS success, the Solve Loop practices (capture, structure, reuse, improve) have to become a habit for Support Analysts, not something they occasionally do, or something only some of them do.
HDAA offer rigorous industry level certification programs for both Foundation and Principle level .These certification programs validate that individuals have an operational understanding of the KCS methodology.
Take advantage of HDAA's certification programs and start reaping the benefits of KCS. Analysts who truly understand the methodology and how it can benefit them create and leverage better content than those who don’t.
HDAA KCS Certification programs include:
KCS Foundation - a 1-day overview of the KCS Methodology
KCS Principles - a 2-day certification course for those in your organisation who will champion your KCS initiative.
Search all Service Desk Calculators here.
Return to the Knowledge Base.
For more information, please contact HDAA on T: 1300 130 447.
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: email@example.com W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCS℠ is a Service Mark of the Consortium for Service Innovation™.
SIAM™ is a registered trademark of EXIN.