PRE-3: KCS PRINCIPLES

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.

What You Will Learn

  • How to efficiently create and maintain quality, easy-to-find content in the knowledge base
  • Ways 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
  • A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
  • How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend

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 Knowledge-Centered Support?
  • Why Do You Need Knowledge-Centered Support?
  • What Are the Benefits of Knowledge-Centered Support?
  • How Does KCS Align with ITSM?

Unit 2: The Knowledge-Centered Support Model

  • Understanding KCS
  • The KCS Process

Unit 3: Aligning Knowledge-Centered Support with the Business

  • Aligning Business Goals and Objectives
  • Providing Value with KCS
  • KCS Return on Investment

Unit 4: Content Vitality

  • What Is Content Vitality?
  • The Content Standard
  • The Content Migration Process
  • Knowledge Monitoring

Unit 5: Knowledge-Centered Support Roles and Responsibilities

  • Who Are the Typical Players in KCS?
  • What Is the KCS Competency Model?
  • Defining Roles and Competencies

Unit 6: The Knowledge-Centered Support 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 In People, Process, and Technology
  • Critical Success Factors

Three-Day Course Includes

Instruction, online certification exam, breakfast, lunch, and breaks

Presented by Julie Mohr

Julie is a dynamic, engaging leader who brings integrity and passion to everything she does. Through her books, articles, and speaking, consulting, and teaching engagements, her purpose is to change the world through thought-provoking dialogue and interaction. Julie is currently pursuing her PhD in management and organizational leadership in information systems and technology at the University of Phoenix; she received her MEd from the University of Phoenix, and her BS in computer science from The Ohio State University. She is an ITIL Expert, a Certified Help Desk Director, and a Certified Governance IT Professional.