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 Knowledge-Centred Support (KCS) which creates and maintains knowledge as a by-product of the incident management process.
The Exam is undertaken separately by the student within three months of completing this course.