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
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
ITIL® 4 Foundation , HDI® Support Center Analyst (SCA) , HDI® Support Center Team Lead (SCTL) , KCS Principles , Managing Difficult Customer Situations
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.
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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) $1980.00 (inc GST)This course is not currently available online
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