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 of organisations
 support both
internal and external

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

Knowledge Management Foundations - KCS Principles          

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Training Course Duration:  2 days   
Availability:   Public, Onsite Training
Prerequisites:   None 
Certification:  HDI 
Certification Exam Information 
Register for a Public Course   Enquire about Onsite Training

Training Course Overview

This certification verifies that support center professionals possess the understanding of the Knowledge-Centered Support (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 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 Support 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

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This training 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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Training Course Outline:

Unit 1:
What is Knowledge Centered Support?
  Unit 7:
Performance Assessment
- What is Knowledge Centered Support?
- What Led to the Development of KCS?
- Why do you need KCS?
- What are the Benefits of KCS?
- How does KCS Align with ITSM?
  - The KCS Competency Model
- Performance Assessment
- Rewards & Recognition
- Feedback & Reputation Model
Unit 2:
The Knowledge Centered Support Model
  Unit 8:
Leadership & Motivation
- Understanding KCS
- The KCS Process
  - Leadership
- Motivation
- Defining Purpose
- Promoting Teamwork
Unit 3:
Aligning KCS with the Business
  Unit 9:
- Aligning Business Goals & Objectives
- Providing Value with KCS
- KCS Return on Investment (ROI)
  - Communication
- Key Messaging & Elevator Pitches
- Handling Questions & Objections
- Delivery Options
Unit 4:
Content Vitality
  Unit 10:
- What is Content Vitality
- The Content Standard
- The Content Migration Process
- Knowledge Monitoring
  - Functional Requirements
- KCS Verified
Unit 5:
KCS Roles & Responsibilities
  Unit 11:
The KCS Adoption Roadmap
- Who are the Typical Players in KCS?
- What is the KCS Competency Model?
- Defining Roles & Competencies
  - The KCS Adoption Program
- Adoption Roles
- Implementation Strategy
- Investment: People, Process, Technology
- Critical Success Factors
Unit 6:
The KCS Workflow
- What is Workflow?
- What is Structured Problem Solving?
- Workflow & Technology
- Process Integration

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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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Further Details:

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

For pricing please to go to our Price Guide and apply appropriate member level discount or contact HDAA for an On-site Training Quote on T: 1300 130 447.


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- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

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

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