KCS Foundation

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.

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


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


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 %

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