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of organisations
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available to end users 

Source - HDI Report

About the Knowledge Base

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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

KCS Resources

What is Knowledge Centered Service (KCS)

Knowledge-Centered Service (KCS) has four basic concepts:

  1. Integrate the creation and maintenance of knowledge into the problem solving process
  2. Evolve content based on demand and usage
  3. Develop a knowledge base of our collective experience to date
  4. Recognize learning, collaboration, sharing, and improving

A Rich Methodology

Over the course of five revisions, KCS has evolved into a rich methodology: a set of practices for creating and maintaining knowledge in a support environment. Unlike the traditional add-on process of knowledge engineering, KCS is an integral part of day-to-day operation in support centers – KCS becomes the way peoplesolve problems and creates knowledge as a by-product of problem solving.

While KCS is enabled by technology, KCS is primarily about people. People are the source of knowledge. KCS has proven that the best people to capture and maintain support knowledge are the people who create and use it every day – the support analysts.

For optimum performance, KCS practices and the tools that support them must be integrated with other support and business systems, including incident management, change management, and service level management processes and systems.


Consortium for Service Innovation

  • KCS Practices Guide
  • KCS Adoption Guide
  • KCS Benefits and Measurements
  • KCS Continuum

KCS Introduction Video
(Paul Jay 36 mins)

Case Studies

A Guide to Managing Knowledge –
Turning information into capability

(WA Public Sector Commission)

Knowledge Base ROI Model Calculator (spreadsheet) available to HDAA members only

LZS - Level Zero Solvable—measures the percent of incidents resolved by the support center that could have been resolved by the customer using self-service.

ITIL & KCS Compliant Taxonomy (video 33 mins)
Perspectives on Taxonomy, Classifications, Structure and Find-ability (consortium for Service Innovation)

White Paper -
Synergies  between ITIL and Knowledge Centered Support

 Video - Conversation between Karen Ferris and John Custy (one of the authors of the White Paper) recorded on 7th July 2014

KCS Principles Training

This Certification verifies that support Center professionals possess the understanding of the knowledge-centered service(LCSSM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organisation. Additionally, this certification validates that they know how to implement prectical steps for capturing, structuring and successfully reusing know-ledge through the knowledge management process.

KCS Foundation Training

This certification is for those individuals who want to demonstrate that they understand KCS practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organisation.


Click here to learn more about HDI's history of supporting KCS training and certification and its relationship with the consortium for Service Innovation (CSI).


Return to the Knowledge Base

For more information, please contact HDAA on T: 1300 130 447.


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