HDI® Knowledge-Centered Service (KCS) Principles – Course

This 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.

HDI® Knowledge-Centered Service (KCS) Principles – Course

This 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.

Course Overview

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 HDI KCS Principles certification verifies that support center professionals possess the understanding of the Knowledge-Centered Service (KCS) 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.

The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
KCS Principles 5%
KCS Core Concepts 5%
KCS Practices 30%
Content Health 20%
Process Integration 5%
Performance Assessment 15%
Leadership and Communication 15%
Adoption Roadmap 5%
Target Audience

Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program

Individuals who are preparing for the Knowledge-Centered Service Principles

  • Support Center staff
  • Service Desk Staff
  • Problem Managers
  • Professionals intending to utilize a knowledge management program.
Prerequisite
None
Learning Objectives

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.
Course Modules

Unit 1: What Is Knowledge-Centered Service (KCS)?

Unit 2: The KCS Principles and Core Concepts

Unit 3: The KCS Practices

Unit 4: Aligning KCS with the Business

Unit 5: Content Health

Unit 6: KCS Roles and Responsibilities

Unit 7: Process Integration

Unit 8: Performance Assessment

Unit 9: Leadership

Unit 10: Communication

Unit 11: Technology

Unit 12: The KCS Adoption Roadmap

Exam Detail

Exam Question: 65 multiple choice

Exam Time: 75 minutes

Passing Marks: 80 percent

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