Pre-4: HDI Knowledge Management Foundations: KCS Principles

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Start	Dates	Duration	Certification Exam Included	Price	itSMF/HDI Member Price
Friday	10/26 - 10/28	3 days	Yes	$1,595	$1,495

Developed by the Consortium for Service Innovation, Knowledge-Centered Support (KCS) is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS has been 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 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 KCS that creates and maintains knowledge as a by-product of the incident management process.

Attendees will learn:

• How to efficiently create and maintain quality, easy-to-find content in the knowledge base;
• How to motivate support analysts to use the knowledge base and to effectively assess individual and team contributions;
• How to articulate the value of knowledge management practices for your organization;
• How to develop a strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return; and 
• How to identify and avoid the common pitfalls associated with knowledge management.

Who should attend?

This course is designed for support professionals and project managers who want actionable steps for improving time-to-resolve and reducing expenses by utilizing a knowledge management program.

Course Outline

Unit 1: What Is Knowledge-Centered Support? What Is Knowledge-Centered Support? What Led to the Development of KCS? Why Do You Need KCS? What Are the Benefits of KCS? How Does KCS Align with ITSM? Unit 2: The Knowledge-Centered Support Model Understanding KCS The KCS Process Unit 3: Aligning KCS with the Business Aligning Business Goals and Objectives Providing Value with KCS KCS Return on Investment (ROI) Unit 4: Content Vitality What Is Content Vitality The Content Standard The Content Migration Process Knowledge Monitoring Unit 5: KCS Roles and Responsibilities Who Are the Typical Players in KCS? What Is the KCS Competency Model? Defining Roles and Competencies Unit 6: The KCS Workflow What Is Workflow? What Is Structured Problem Solving? Workflow and Technology Process Integration

Unit 7: Performance Assessment The KCS Competency Model Performance Assessment Rewards and Recognition Feedback and Reputation Model Unit 8: Leadership and Motivation Leadership Motivation Defining Purpose Promoting Teamwork Unit 9: Communication Communication Key Messaging and Elevator Pitches Handling Questions and Objections Delivery Options Unit 10: Technology Functional Requirements KCS Verified Unit 11: The KCS Adoption Roadmap The KCS Adoption Program Adoption Roles Implementation Strategy Investment: People, Process, Technology Critical Success Factors

This three-day course includes

Instruction, online certification exam, breakfast, and breaks.

Presented by Rick Joslin

Rick Joslin is the author of the HDI Focus books on knowledge management and the Knowledge Management Maturity Model, and is a contributor to the HDI Service and Support Handbook. He is a certified KCS instructor and guides organizations through the implementation of KCS. He is also a certified instructor for the HDI certification courses.

 
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