HDI® Knowledge-Centered Service Foundation (KCSF)

Length 1 day
Price NZD 1100 exc GST
Inclusions Exam voucher

Course overview

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Why study this course

Organisations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution of new ideas, and eliminate redundant work.

A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top-performing companies and often provides them with a competitive advantage.

The Knowledge-Centered Service (KCS℠) Foundation course provides support centre supervisors, managers, and directors with an awareness of knowledge management best practices. Additionally, participants are introduced to fundamental concepts of the KCS methodology. This course can also be used to build internal support for a new knowledge management initiative.

This course aligns with the KCS Practices Guide v6.0.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll learn

Knowledge management best practices
Knowledge-Centered Service concepts and methodology
The value and benefits of adopting Knowledge-Centered Service

HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

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.

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Who is the course for?

Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.

Course subjects

What is Knowledge-Centered Service and Why Do We Need It?

The History of Knowledge-Centered Service (KCS)
KCS Concepts
KCS Benefits
Proactive versus Reactive Knowledge Management

The Knowledge-Centered Service Model

The Double Loop Process Model
Capture in the Workflow
Structure for Reuse
Searching is Creating
Just-in-time Solution Quality
Workflow
Content Vitality

Wrapping Up the KCS Methodology

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

Prerequisites

None

THIRD PARTY REGISTRATION

Lumify Work offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires Lumify Work to provide your details to HDAA for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work 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.