Knowledge-Centered Service (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. Knowledge-Centered Service (KCS) is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.
This Knowledge Management best-practices course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Services that creates and maintains knowledge as a by-product of the incident management process.
Course objectives
Target audience
PrerequisitesThere are no formal prerequisites for attending this course.
Participants are introduced to the fundamentals of Knowledge-Centered Service, including the history behind the methodology and the reasons why organisations adopt KCS. The training explores the benefits of using knowledge as a strategic asset in support organisations.
Topics covered:
What is Knowledge-Centered Service
What led to the development of KCS
KCS principles
Why organisations need KCS
Benefits of the KCS methodology
This unit focuses on the core concepts and principles behind the KCS framework. Participants gain an understanding of how knowledge management practices support efficient support processes.
Topics covered:
KCS principles
KCS core concepts
Participants learn about the practices and methodologies that support KCS adoption. The session explores how knowledge is captured, maintained and reused in support organisations.
Topics covered:
The KCS practices
Understanding the KCS methodology
Applying KCS in daily support work
This part of the course focuses on how organisations can align KCS with business objectives and demonstrate the value of knowledge management initiatives.
Topics covered:
Aligning business goals and objectives
Providing additional value with KCS
Understanding KCS benefits and ROI
The final unit explores how organisations maintain the quality and relevance of knowledge articles. Participants learn how to define content standards and measure the effectiveness of knowledge management practices.
Topics covered:
Content standards
Article lifecycle and article states
Creating and maintaining knowledge articles
Archiving outdated content
Content health indicators
Measuring self-service success
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.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a 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 % |
| KCS Principles | 5% |
| KCS Core Concepts | 5% |
| KCS Practices | 30% |
| Content Health | 20% |
| Process Integration | 5% |
| Performance Assessment | 15% |
| Leadership and Communication | 15% |
| Adoption Roadmap | 5% |
Duration: 3 days
Price: 19 000 NOK
Language: English
Format: Classroom or virtual training
Hva lærer jeg på dette kurset?
Du lærer hvordan Knowledge-Centered Service-metodikken kan brukes til å samle, strukturere og gjenbruke kunnskap i en support- eller serviceorganisasjon.
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.
Er dette et sertifiseringskurs?
Kurset gir en grundig innføring i KCS-metodikken og kan brukes som forberedelse til videre sertifiseringer innen Knowledge-Centered Service.
