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
People Management , Process Management , Strategy Management , Technology Management
Communication , Performance Management , Reward & Recognition , Communication , Financial Management , Knowledge Management , Reporting , Measurement & Reporting , Planning – Strategic, Tactical & Operational , Categorisation
Knowledge , Information , Categorisation , KSC Principles , Solve , Resolve
HDI® Support Center Analyst (SCA) , HDI® Support Center Manager (SCM) , HDI® Support Center Team Lead (SCTL) , ITIL® Intermediate - Service Offerings & Agreements (VIRTUAL COURSE) , KCS Principles
This HDI certification verifies that support center professionals possess the understanding of the Knowledge-Centered Service (KCS SM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.
KCS, developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the service and support organization. KCS is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.
This Knowledge Management best-practices course will provide support centre supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Service that creates and maintains knowledge as a by-product of the incident management process.
KCS is a Service Mark of the Consortium for Service Innovation.
How to efficiently create & maintain quality, easy-to-find content in the knowledge base;
Ways to motivate support analysts to use the knowledge base & to effectively assess individual & team contributions;
How to articulate the value of knowledge management practices for your organization;
A strategy for sustainable success that minimizes investments in knowledge workflow & maximizes the return; &
How to identify & avoid the common pitfalls associated with knowledge management.
The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing.
Return to our Training Calendar.
Cancellation & Transfer Policy.
For an On-site quote, please contact HDAA on T: 1300 130 447.
For HDAA member pricing please view training course fees in the
Public:(Non Member) $1870.00 (inc GST)This course is not currently available online
- 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: firstname.lastname@example.org 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®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER