Knowledge Management for the Support Center

Organizations seeking to implement or improve upon their knowledge management processes must invest in people and process as well as technology. A common mistake organizations make is focusing on the tools more than the processes and people. That practice has consistently led to failure, as technology is an enabler of knowledge management, not a critical success factor.

Leading the way with knowledge management best practices within service management is a methodology known as Knowledge-Centered Support (KCSSM). HDI promotes the adoption of KCS and has become a leading resource for KCS certification, training, and resources.

New White Paper Illustrates the Combined
Benefits of KCS and ITIL

In 2014, HDI and AXELOS joined forces to produce an innovative white paper that illustrates the combined benefits of adhering to Knowledge-Centered Support and ITIL. Find out how KCS and ITIL work together to provide a powerful and valuable framework that can transform your organization.

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Did You Know?

Organizations report reluctance to use the knowledge base as the most common challenge.

Knowledge Management Challenges

Whether you're preparing to implement knowledge management or improving a current implementation, it's important to learn about best practices, leverage resources, and network with others in the community.

Knowledge Management Learning Opportunities

Knowledge Management Resources

Knowledge Management Networking

HDI and Consortium for Service Innovation Partnership

KCS Double Loop Process

In 2003, in response to requests from its members for knowledge management best practices, HDI partnered with the Consortium for Service Innovation to promote KCS in the technical service and support industry. This partnership resulted in the three-day KCS Principles course, which has gone through several updates over the past ten years.

In 2006, again working with members of the Consortium for Service Innovation, HDI developed the KCS Principles certification standard. This standard summarizes the core range of knowledge an individual is expected to know (based on KCS v5). One year later, HDI released the KCS Principles certification exam as a means of testing and recognizing KCS comprehension.

In 2012, HDI partnered with The KCS Academy to expand the range of knowledge management courses and certifications available to HDI members. 

Additional resources:

 

KCS is a service mark of the Consortium for Service Innovation.