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.
Course objectives
Target audience
PrerequisitesThere are no formal prerequisites for attending this course.
Participants are introduced to the foundations of Knowledge-Centered Service and the reasons why organisations adopt the KCS methodology. The session explores the history of KCS, its core concepts and the benefits of knowledge-driven service management.
Topics covered:
The history of Knowledge-Centered Service
The concepts of KCS
The benefits of KCS
Proactive versus reactive knowledge management
This unit explores the KCS process model and explains how organisations capture and improve knowledge as part of everyday service workflows.
Topics covered:
The KCS Double Loop Process Model
The Solve Loop
The Evolve Loop
The final unit focuses on how organisations measure success and align KCS initiatives with business goals.
Topics covered:
Performance assessment
Leadership and organisational alignment
Return on investment
The certification exam is included with training purchased directly from HDI. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.
This exam consists of 35 multiple choice questions and must be completed in 45 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
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 % |
Duration: 1 day
Price: 14 300 NOK
Language: English
Format: Classroom or virtual training
Hva lærer jeg på dette kurset?
Du lærer grunnleggende prinsipper i Knowledge-Centered Service og hvordan kunnskap kan brukes som en sentral ressurs i service- og supportorganisasjoner.
Hvem passer kurset for?
Kurset passer for personer som jobber med support, servicedesk eller kunnskapsstyring i organisasjoner.
Trenger jeg forkunnskaper?
Nei, det er ingen formelle forkunnskaper for dette kurset.
Hvordan gjennomføres eksamen?
Eksamen gjennomføres online etter kurset via sertifiseringsleverandørens portal.
