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HDI® KCS Principles Training

  • Length 2 days
  • Price $1980 inc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

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.

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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 DDLS

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.


Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

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?

  • What is Knowledge-Centered Service?

  • 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

  • Leadership

  • Tap into Internal Motivators

  • Recognition Programs

  • Compelling Purpose

  • Promote Teamwork

Communication

  • Communication

  • Key Messaging and Elevator Pitches

  • Handling Questions and Objections

  • Programs for Social Engagement

Technology

  • 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


Prerequisites

none


THIRD PARTY REGISTRATION

DDLS offers certification and training in HDI Service Support through our partnership with HDAA. This arrangement requires DDLS to provide your details to HDAA for course registration purposes.


Terms & Conditions

The supply of this course by DDLS 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.



Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.