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of organisations
 make a knowledge base
available to end users 

Source - HDI Report

About the Knowledge Base

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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

KCS Principles

Date: 12-13 Mar 2020, 9:00 am-5:00 pm
Venue: Rydges Sydney Central, 28 Albion St, SYDNEY
Availability: Public , Onsite
Certification: HDI
Certification Exam Information

FLASH SALE - $200 off all Member seats


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.

This course focuses on:

  • 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.

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Course Outline:

Unit 1:
What is Knowledge Centered Service? 
  Unit 7:
Process Intergration
- What is Knowledge-Centered Service?
- What Led to the Development of KCS?
- Why do you need KCS?
- What are the Benefits of KCS?
  - Process Integration
- Structured Problem Solving
- Seamless Technology Integration
- Search Technology for KCS
- Closed Loop Feedback
- KCS Process Integration Indicators
Unit 2:
The KCS Principles and Core Concepts
  Unit 8:
Performance Assessment 
- KCS Principles
- KCS Core Concepts
  - The KCS Licensing Model
- Assessing the Creation of Value
- Feedback & Reputation Model
Unit 3:
The KCS Practices
  Unit 9:
- The KCS Practices
- Understanding KCS
- The KCS Methodologies
  - Leadership
- Tap into Internal Motivators
- Recognition Programs
- Compelling Purpose
- Promote Teamwork
Unit 4:
Aligning KCS with the Business
  Unit 10:
- Aligning Business Goals & Objectives
- Providing Additional Value with KCS
- KCS Benefits & ROI
  - Communication
- Key Messaging & Elevator Pitches
- Handling Questions & Objections
- Programs for Social Engagment
Unit 5:
Content Health
  Unit 11:
- What is Content Health?
- The Content Standard
- KCS Article State
- Developing a Content Standard
- Creating Evolve Loop Articles
- Archiving Old Articles
- Dealing with Legacy Data
- Priming the Knowledge Base
- Global Support Considerations
- Knowledge Domain Analysis
- Content Health Indicators
- Self-Service Success
- Self-Service Measures
  - Functional Requirements
- Technology Selection
- KCS Verified
Unit 6:
KCS Roles & Responsibilities
   Unit 12:
The KCS Adoption Roadmap
- KCS Roles & Licensing Model
- The KCS Licensing Model
- Defining Roles & Competencies
  - The KCS Adoption Program
- Adoption Phases
- Adoption Roles
- KCS Implementation Strategy
- KCS Investment
- Critical Success Factors

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Who Should Attend:

  • Support Center staff;
  • Service Desk Staff;
  • Problem Managers; &
  • Professionals intending to utilize a knowledge management program.

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Membership Level  Nornal Price  Discounted Price (per attendee)
Non-Member $1980.00 $1980.00
Platinum Member $1544.40 $1344.40
Gold Member $1633.50 $1433.50
Silver Member $1683.00 $1483.00
Bronze Member $1742.00 $1542.00
Virtual Member $1782.00 $1582.00
Individual Member $1683.00 $1483.00

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Further Details:

The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing. 

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About HDI.

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 Price Guide



Public:(Non Member) $1980.00 (inc GST)
This course is not currently available online