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
View a list of knowledge management tools on the HDI Buyer's Guide.
KCS learning opportunities
The following resources are available to HDI members only. Learn about HDI membership
KCS is a service mark of the Consortium for Service Innovation.
This is not another "Top 5 Sessions" type of list – these are the five moments that...
Great service desks run in sync. Learn how clear roles, real-time feedback, and...
This summer, take advantage of HDI’s hottest training deals yet — including 15% off...
A thoughtful training and development program is key to building a stronger, more...
Using the metaphor of gardening, this article reveals how successful leadership...