This certification is for those individuals who want to demonstrate that they understand Knowledge-Centered Service (KCSSM) practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.

Click here to learn more about HDI’s history of supporting KCS training and certification and its relationship with the Consortium for Service Innovation (CSI).


Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the implementation of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top-performing companies and often provides them with a competitive advantage.

In this course, you will gain an awareness of knowledge management best practices and be introduced to the fundamental concepts of the KCS methodology. This course can be used to build internal support for a new knowledge management initiative.

Related course: KCS Principles is a three-day course that covers the content of the KCS Foundation course in more depth as well as how to successfully implement KCS.

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

What You Will Learn

  • Knowledge management best practices
  • Knowledge-Centered Service concepts and methodology
  • The value and benefits of adopting Knowledge-Centered Service

Who Should Attend?

  • Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with Knowledge-Centered Service
  • Individuals who are preparing for the KCS Foundation certification exam

Course Outline

Unit 1: What is Knowledge-Centered Service and Why Do We Need It?

  • The History of Knowledge-Centered Service
  • The Concepts of KCS
  • The Benefits of KCS
  • Proactive versus Reactive Knowledge Management

Unit 2: The KCS Methodology: The Knowledge-Centered Service Model

  • The Double Loop Process Model
  • The Solve Loop
  • The Evolve Loop

Unit 3: Wrapping Up the Knowledge-Centered Service Methodology

  • Performance Assessment
  • Leadership
  • Return on Investment
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Online Course

<b>Price: </b>$449

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 4-6 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Exam retakes are available for a $99 fee. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.

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Private Group Training

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.

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On Demand
KCS Foundation Price: $549.00 More Info Add to Cart

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 to discuss your needs.

Certification Exam

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 KCS Foundation Certification Standard and is delivered online through the HDI Learning Center.

This exam consists of 30 multiple choice questions and must be completed in 35 minutes. A minimum score of 70 percent is required to pass this 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 %
Background 10 %
KCS Practices 30 %
Service Management 5 %
Content Health 20 %
Process Integration 10 %
Performance Assessment 20 %
Leadership & Communication 5 %

Exam Extensions

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A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

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Exam retakes can be purchased for a fee of $99.

Exam Insurance

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Exam insurance now available.

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Practice Test

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.

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

View the Practice Tests FAQs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description