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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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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-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

Knowledge Management 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.

KCS Training

KCS Foundation (KCSF) 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.       

KCS Foundation training is a 1 Day course that is available as an onsite course delivered at your premises to multiple staff (to a maximum of 18 per course), as an online course (access to the Learning Portal for 12 weeks to complete the course and exam in your own time) and is also on occassion offered as public training.           

Further Course Information


KCS Principles (KCSPr) Training

This Certification verifies that support Center professionals possess the understanding of the knowledge-centered service 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 practical steps for capturing, structuring and successfully reusing knowledge through the knowledge management process. 

KCS Principles training is a 2 Day course offered as an onsite course delivered at your premises to multiple staff (to a maximum of 18 per course)  or as public training.         

Further Course Information

Other KCS Resources

Videos, Whitepapers ,ROI Calculator and more

View HDAA Full Course Catalogue

View HDAA Training Calendar

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