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Knowledge Management Foundations: KCS Principles

knowledge management foundations

knowledge management course brochure



Certification
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.

Training
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 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 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.

Course Overview
Delivery Methods
Course Calendar
Certification Exam

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 Outline

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

Public Classroom
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Member Price: $1,495 | Price: $1,595

Facilitated by a faculty member, this three-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your center by staggering training dates
  • Focus on learning by being out of the office
  • Network and learn from real-world experiences through structured discussions.
Read the FAQs.
Onsite
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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Instructor can focus on your organization’s key issues and pain points.
  • With groups of eight or more, this option is often more cost-effective than public training.
  • To learn more about this program, contact an account manager or call 800.248.5667.
Certified Instructor Program
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HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled. This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 800.248.5667.

Classroom Training Schedule

DateLocationCourseMember PricePriceRegister
8/9 - 8/11 2010San Francisco, CAKnowledge Management Foundations: KCS Principles$1495$1595Register
8/31 - 9/2 2010Atlanta, GAKnowledge Management Foundations: KCS Principles$1495$1595Register
9/15 - 9/17 2010Toronto, ONKnowledge Management Foundations: KCS Principles$1495$1595Register
9/28 - 9/30 2010Chicago, ILKnowledge Management Foundations: KCS Principles$1495$1595Register
10/3 - 10/5 2010Miami, FLKnowledge Management Foundations: KCS Principles$1495$1595Register
10/27 - 10/29 2010New York, NYKnowledge Management Foundations: KCS Principles$1495$1595Register
11/3 - 11/5 2010Washington, DCKnowledge Management Foundations: KCS Principles$1495$1595Register
11/9 - 11/11 2010Boston, MAKnowledge Management Foundations: KCS Principles$1495$1595Register
11/15 - 11/17 2010Los Angeles, CAKnowledge Management Foundations: KCS Principles$1495$1595Register
12/6 - 12/8 2010Atlanta, GAKnowledge Management Foundations: KCS Principles$1495$1595Register

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HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your account manager or find an HDI Partner to discuss your needs.

Certification Exam
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The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Knowledge Management Foundations: KCS Principles Certification Standard and is delivered online through the HDI Learning Center.

Member Price: $195 | Price: $225

 Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills building opportunities for the attendees. A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 800.248.5667.
Standard
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HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam.

If you are a member, you may download the standard, or you can purchase the HDI Knowledge Management Foundations: KCS Principles Certification Standard for $29.

A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 800.248.5667.
Practice Test
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HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard they should review.

  • Each practice test is 30 questions and must be completed in 35 minutes.
  • Customers may take multiple tests.
  • Each practice test is randomly generated from a pool of test questions.

View Practice Tests FAQs.