This certification is for those individuals who want to demonstrate that they understand KCS practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.


Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the implementation 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.

In this one day course, you will gain an awareness of knowledge management best practices and be introduced to the fundamental concepts of the Knowledge-Centered Support (KCSSM) methodology. This course can be used to build internal support for a new knowledge management initiative.

Related course: KCS Principles is a three-day course that covers the content of the KCS Foundation course in more depth as well as how to successfully implement KCS.

What You Will Learn:

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

Who Should Attend?

  • Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with Knowledge-Centered Support
  • Individuals who are preparing for the KCS Foundation certification exam


Start Date

End Date

Delivery Location

June 21, 2017

June 21, 2017


October 20, 2017

October 20, 2017


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Course Curriculum

Unit 1: What is Knowledge-Centered Support and Why Do We Need It?

  • The History of Knowledge-Centered Support
  • The Concepts of KCS
  • The Benefits of KCS
  • Proactive versus Reactive Knowledge Management

Unit 2: The KCS Methodology: The Knowledge-Centered Support Model

  • The Double Loop Process Model
    The Solve Loop
    The Evolve Loop

Unit 3: Wrapping Up the Knowledge-Centered Support Methodology

  • Performance Assessment
  • Leadership
  • Return on Investment


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Certification Exam

The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the KCS Foundation Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 30 multiple choice questions and must be completed in 35 minutes. A minimum score of 70 percent is required to pass this certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the   certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
Background 10 %
KCS Practices 30 %
Service Management 5 %
Content Health 20 %
Process Integration 10 %
Performance Assessment 20 %
Leadership & Communication 5 %

Exam Extensions

A 28-day extension is available for an online exam: details

Exam Retakes

Exam retakes can be purchased for a fee: details

Exam Insurance

Exam insurance now available: details

Contact Us To Purchase

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Download Brochure

Delivery Method
Public (classroom)
US Locations: $900 CAD
($695 USD)
Canadian Locations: $900 CAD
Virtual Classroom
$900 CAD
(self paced)
$575 CAD
(private class)
Please Contact Us

Duration: 1 Day