HDI Training Course Details

Member Price: $1,495.00 (USD)

Price: $1,595.00 (USD)

Knowledge Management Foundations: KCS Principles

11/03/2010 - 11/05/2010
8:00AM - 5:00PM

TBD
Washington, DC

Course Description

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.

This Knowledge Management best-practices course will provide support center 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 (KCS) that creates and maintains knowledge as a by-product of the incident management process.

What You Will Learn:

How to efficiently create and maintain quality, easy-to-find content in the knowledge base
Ways to motivate support analysts to use the knowledge base and to effectively assess individual and 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 and maximizes the return
How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend:

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 Support Principles certification

Course Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course may be rescheduled or cancelled. HDI will provide at least 10 days notice. In this event, Client may receive a full refund, or take a credit toward another HDI course. HDI cannot be held responsible for penalties resulting from travel arrangements. Clients cancelling their registration with less than four weeks notice will be subject to a $150.00 USD course processing fee. Clients cancelling their registration within two weeks of course start date and no shows will pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on HDI’s course schedule http://www.thinkhdi.com/certification/trainingCalendar/. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the HDI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your HDI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.

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