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HDI® Knowledge-Centered Service Foundation (KCSF)

  • Length 1 day
  • Price  NZD 1100 exc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

Organisations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution 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.

The Knowledge-Centered Service (KCS℠) Foundation course provides support centre supervisors, managers, and directors with an awareness of knowledge management best practices. Additionally, participants are introduced to fundamental concepts of the KCS methodology. This course can also be used to build internal support for a new knowledge management initiative.

This course aligns with the KCS Practices Guide v6.0.

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

  • Knowledge management best practices

  • Knowledge-Centered Service concepts and methodology

  • The value and benefits of adopting Knowledge-Centered Service


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.

Who is the course for?

Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.

Course subjects

What is Knowledge-Centered Service and Why Do We Need It?

  • The History of Knowledge-Centered Service (KCS)

  • KCS Concepts

  • KCS Benefits

  • Proactive versus Reactive Knowledge Management

The Knowledge-Centered Service Model

  • The Double Loop Process Model

  • Capture in the Workflow

  • Structure for Reuse

  • Searching is Creating

  • Just-in-time Solution Quality

  • Workflow

  • Content Vitality

Wrapping Up the KCS Methodology

  • Aligning Business Goals and Objectives

  • Providing Value with KCS

  • KCS Return on Investment




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.

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