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HDI® Knowledge-Centered Service Principles (KCSP)

  • Length 3 days
  • Price  NZD 2070 exc 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.

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

  • Tap into Internal Motivators

  • Recognition Programs

  • Compelling Purpose

  • Promote Teamwork


  • Communication

  • Key Messaging and Elevator Pitches

  • Handling Questions and Objections

  • Programs for Social Engagement


  • 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




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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