Free Resources

Following are some of the free resources for Knowledge Management and Knowledge-Centered Support (KCSSM). Additional resources for HDI members are also available.

Knowledge Management in Technical Support

This research report provides insight into current practices in knowledge sharing and knowledge management within the technical support industry.

Investing in KCS

Use the information in this guide to help you plan your next steps with KCS.

KCS Practices Guide

A comprehensive how-to guide for KCS, published by the Consortium for Service Innovation.

KCS and ITIL: It Can Be Both!

This blog post busts common myths about using both ITIL and KCS.

HDI Buyer's Guide - List of Knowledge Management toolsHDI Buyer's Guide

View a list of knowledge management tools on the HDI Buyer's Guide.

KCS learning opportunities

HDI Member Resources

The following resources are available to HDI members only. Learn about HDI membership


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

Why You Should be Doing Cybersecurity Asset Management Since Yesterday
May 7, 2025

Discover what CSAM is, how it relates to ITAM, and four basic steps to get started...

No Ticket Queue Day: Operational Recovery for Service Desk Teams
May 6, 2025

Give your service desk team the reset they need with "No Ticket Queue Day" — a simple,...

Having problems with problem management?
May 5, 2025

Problem management remains one of the most misunderstood and underutilized ITSM practices.

Your Blueprint for Change Management
April 30, 2025

Too often, Change Management is treated as a standalone process, disconnected from the...

It’s Q2 — How Are Your Goals Holding Up?
April 29, 2025

Are your 2025 goals gaining momentum or gathering dust? In this Q2 check-in, Susan...