Knowledge Management Foundations: KCS Principles | The IT Service & Technical Support Community

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Knowledge Management Foundations: KCS Principles

"This was the best seminar I have ever attended. The presentation, manual, and reference guides were excellent. The content and exercises were on target, comprehensive, and useful."

--Jackie Nichols, Brady Corporation

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

Knowledge-Centered Support (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. Knowledge-Centered Support (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

Course Outline

Unit 1: What Is Knowledge-Centered Support?

What Is Knowledge-Centered Support?
What Led to the Development of Knowledge-Centered Support (KCS)?
Why Do You Need Knowledge-Centered Support (KCS)?
What Are the Benefits of Knowledge-Centered Support (KCS)?
How Does KCS Align with ITSM?

Unit 2: The Knowledge-Centered Support Model

Understanding KCS
The KCS Process

Unit 3: Aligning Knowledge-Centered Support (KCS) with the Business

Aligning Business Goals and Objectives
Providing Value with KCS
KCS Return on Investment

Unit 4: Content Vitality

What Is Content Vitality
The Content Standard
The Content Migration Process
Knowledge Monitoring

Unit 5: Knowledge-Centered Support (KCS) Roles and Responsibilities

Who Are the Typical Players in KCS?
What Is the KCS Competency Model?
Defining Roles and Competencies

Unit 6: The Knowledge-Centered Support (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

Calendar

Public Classroom

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

Facilitated by a faculty member, this two-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 support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

Onsite

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.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an account manager or call 1.800.248.5667.

Learn More

Certified Instructor Program

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 1.800.248.5667.

Date	Location	Course	Member Price	Price
6/13 - 6/15/12	Rosemont, IL	Knowledge Management Foundations: KCS Principles	$1495	$1595	Knowledge Management Foundations: KCS Principles Jun 13, 2012 - Jun 15, 2012 8:00 AM - 5:00 PM Location: Hyatt Rosemont 6350 N. River Road Rosemont, IL 60018 Full Course Description Course cancellation policy
7/11 - 7/13/12	Raleigh, NC	Knowledge Management Foundations: KCS Principles	$1395	$1495	Knowledge Management Foundations: KCS Principles Jul 11, 2012 - Jul 13, 2012 8:00 AM - 5:00 PM Location: TBD Raleigh, NC Full Course Description Course cancellation policy Price shown above includes a $100 Early Bird discount that will expire on May 31, 2012.
Price shown above includes a $100 Early Bird discount that will expire on May 31, 2012.
9/12 - 9/14/12	Washington, DC	Knowledge Management Foundations: KCS Principles	$1395	$1495	Knowledge Management Foundations: KCS Principles Sep 12, 2012 - Sep 14, 2012 8:00 AM - 5:00 PM Location: TBD Washington, DC Full Course Description Course cancellation policy Price shown above includes a $100 Early Bird discount that will expire on August 01, 2012.
Price shown above includes a $100 Early Bird discount that will expire on August 01, 2012.
9/19 - 9/21/12	Phoenix, AZ	Knowledge Management Foundations: KCS Principles	$1395	$1495	Knowledge Management Foundations: KCS Principles Sep 19, 2012 - Sep 21, 2012 8:00 AM - 5:00 PM Location: TBD Phoenix, AZ Full Course Description Course cancellation policy Price shown above includes a $100 Early Bird discount that will expire on August 08, 2012.
Price shown above includes a $100 Early Bird discount that will expire on August 08, 2012.
10/26 - 10/28/12	Dallas, TX	Knowledge Management Foundations: KCS Principles	$1495	$1595	Knowledge Management Foundations: KCS Principles Oct 26, 2012 - Oct 28, 2012 8:00 AM - 5:00 PM Location: Gaylord Texan Resort & Convention Center 1501 Gaylord Trail Dallas, TX 76051 Full Course Description Course cancellation policy
11/7 - 11/9/12	New York, NY	Knowledge Management Foundations: KCS Principles	$1395	$1495	Knowledge Management Foundations: KCS Principles Nov 07, 2012 - Nov 09, 2012 8:00 AM - 5:00 PM Location: TBD New York, NY Full Course Description Course cancellation policy Price shown above includes a $100 Early Bird discount that will expire on September 27, 2012.
Price shown above includes a $100 Early Bird discount that will expire on September 27, 2012.
11/28 - 11/30/12	Chicago, IL	Knowledge Management Foundations: KCS Principles	$1395	$1495	Knowledge Management Foundations: KCS Principles Nov 28, 2012 - Nov 30, 2012 8:00 AM - 5:00 PM Location: TBD Chicago, IL Full Course Description Course cancellation policy Price shown above includes a $100 Early Bird discount that will expire on October 18, 2012.
Price shown above includes a $100 Early Bird discount that will expire on October 18, 2012.

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.

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Certification Exam

Price: $225.00

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 Knowledge Management Foundations: KCS Principles Certification Standard and is delivered online through the HDI Learning Center.

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

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

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 %
Leadership	0 %
Policy and Strategy	0 %
People Management	0 %
Resources	0 %
Process and Procedures	0 %

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 1.800.248.5667.

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Standard

Price: $29.00

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 Knowledge Management Foundations: KCS Principles Certification Standard for $29.

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Practice Test

Member Price: $69.00 | Price: $79.00

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 you should review.