Pre-3: Knowledge Management Foundations: KCS Principles
Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Sunday |
4/22-24 |
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.
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 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 |
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.
Register Now | Download Course Description