HDI® Knowledge-Centered Service Principles (KCSP)

Length 3 days
Price $2100 inc GST
Inclusions Exam voucher

Course overview

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Why study this course

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 organisation. KCS is proven to allow service and support organisations to significantly improve service levels to customers, gain operational efficiencies and increase the organisation’s value to the company.

This knowledge management best-practice course will provide support centre 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 KCS which creates and maintains knowledge as a by-product of the incident management process.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll learn

How to efficiently create and maintain quality, easy-to-find content in the knowledge base
A process for monitoring the quality of knowledge
Ways to motivate staff to use the knowledge base and to effectively assess individual and team contributions
How you can minimise or eliminate the need for a knowledge engineering function
How to articulate the value of knowledge management practices for your organisation
A strategy for sustainable success that minimises investments in knowledge workflow and maximises the return
How to align your knowledge management strategy with ITIL® implementation
How to identify and avoid the common pitfalls associated with knowledge management

HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

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Who is the course for?

Support Centre staff
Service Desk Staff
Problem Managers
Professionals intending to utilise a knowledge management program

Course subjects

What is Knowledge-Centered Service (KCS)?

What is KCS?
What Led to the Development of KCS?
Why Do You Need KCS?
What Are the Benefits of KCS?

The KCS Principles and Core Concepts

KCS Principles
KCS Core Concepts

The KCS Practices

The KCS Practices
Understanding KCS
The KCS Methodologies

Aligning KCS with the Business

Aligning Business Goals and Objectives
Providing Additional Value with KCS
KCS Benefits and ROI

Content Health

What is Content Health?
The Content Standard
KCS Article State
Developing a Content Standard
Creating Evolve Loop Articles
Archiving Old Articles
Dealing with Legacy Data
Priming the Knowledge Base
Global Support Considerations
Knowledge Domain Analysis
Content Health Indicators
Self-Service Success
Self-Service Measures

KCS Roles and Responsibilities

KCS Roles and Licensing Models
The KCS Licensing Model
Defining Roles and Competencies

Process Integration

Process Integration
Structured Problem Solving
Seamless Technology Integration
Search Technology for KCS
Closed Loop Feedback
KCS Process Integration Indicators

Performance Assessment

The KCS Licensing Model
Assessing the Creation of Value
Feedback and Reputation Model

Leadership

Leadership
Tap into Internal Motivators
Recognition Programs
Compelling Purpose
Promote Teamwork

Communication

Communication
Key Messaging and Elevator Pitches
Handling Questions and Objections
Programs for Social Engagement

Technology

Functional Requirements
Technology Selection
KCS Verified

The KCS Adoption Roadmap

The KCS Adoption Program
Adoption Phases
Adoption Roles
KCS Implementation Strategy
KCS Investment
Critical Success Factors

Prerequisites

None

THIRD PARTY REGISTRATION

Lumify Work offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires Lumify Work to provide your details to HDAA for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.