Course Overview

Knowledge-Centered Services (KCS) is a methodology and set of principles and practices that leverage knowledge as a key asset of an organization. KCS has proven to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.

This course will provide you with guidance and practical steps for capturing, storing, and successfully reusing support knowledge. KCS, developed by the renowned Consortium for Service Innovation, defines a set of principles and practices proven to allow service and support organizations to significantly improve service levels to customers and gain operational efficiencies. Course participants will learn a set of practical steps for reusing, improving, and creating knowledge; as well as how to implement a strategy for adopting Knowledge-Centered Services. This course aligns with the KCS Practices Guide v6.0.

Training

Knowledge-Centered Service (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 organization. KCS is 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 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 Knowledge-Centered Service that creates and maintains knowledge as a by-product of the incident management process. This course aligns with the KCS Practices Guide v6.

KCS is a Service Mark of the Consortium for Service Innovation.

What You Will Learn:

  • How to efficiently reuse, improve, maintain and create quality, easy-to-find knowledge articles
  • A process for monitoring the quality of knowledge
  • Ways to motivate staff to use the knowledge management practices and to effectively assess individual and team contributions
  • How you can minimize or eliminate the need for a knowledge engineering function
  • 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?

 

  • Any and all customer service professionals, project managers, and support center professionals, supervisors, managers, and directors who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
  • Individuals who are preparing for the KCS Principles certification exam

Schedule

 

Start Date

End Date

Delivery Location

May 15, 2017

May 17, 2017

Regina

September 18, 2017

September 20, 2017

Montreal

October 23, 2017

October 25, 2017

Ottawa

November 13, 2017

November 15, 2017

Toronto

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Course Curriculum

Unit 1: What is Knowledge-Centered Service?

Section 1: What is Knowledge-Centered Service?

Section 2: What Led to the Development of KCS?

Section 3: KCS Principles

Section 4: Why Do You Need KCS?

Section 5: What are the Benefits of KCS?

Unit 2: The KCS Core Concepts

Section 1: KCS Core Concepts.

Unit 3: Aligning KCS with the Business

Section 1: Aligning Business Goals and Objectives

Section 2: Providing Additional Value with KCS

Section 3: KCS Benefits and Return on Investment

Unit 4: The KCS Practices

Section 1: The KCS Practices

Section 2: Understanding KCS

Section 3: The KCS Methodologies

Unit 5: Content Health

Overview: What is Content Health?

Section 1: The Content Standard

Section 2: KCS Article State

Section 3: Developing A Content Standard

Section 4: Creating Evolve Loop Articles

Section 5: Archiving Old Articles

Section 6: Dealing with Legacy Data

Section 7: Priming the Knowledge Base

Section 8: Global Support Considerations

Section 9: Knowledge Domain Analysis

Section 10: Content Health Indicators

Section 11: Self-Service Success

Section 12: Self-Service Measures

Unit 6: KCS Roles and Responsibilities

Section 1: KCS Roles and Licensing Model

Section 2: The KCS Licensing Model

Section 3: Defining Roles and Competencies

Unit 7: Process Integration

Section 1: Process Integration

Section 2: Structured Problem Solving

Section 3: Seamless Technology Integration

Section 4: Search Technology for KCS

Section 5: Closed Loop Feedback

Section 6: KCS Process Integration Indicators

Unit 8: Performance Assessment

Review: The KCS Competency Model

Section 1: Assessing the Creation of Value

Section 2: Feedback and Reputation Model

Unit 9: Leadership

Section 1: Leadership

Section 2: Tap into Internal Motivators

Section 3: Recognition Programs

Section 4: Compelling Purpose

Section 5: Promote Teamwork

Unit 10: Communication

Section 1: Communication

Section 2: Key Messaging and Elevator Pitches

Section 3: Handling Questions and Objections

Section 4: Programs for Social Engagement

Unit 11: Technology

Section 1: Functional Requirements

Section 2: Technology Selection

Section 3: KCS Verified

Unit 12: The KCS Adoption Roadmap

Section 1: The KCS Adoption Program

Section 2: Adoption Phases

Section 3: Adoption Roles

Section 4: KCS Implementation Strategy

Section 5: KCS Investment

Section 6: Critical Success Factors

Appendices

A: KCS Principles Certification Standard

B: Exam Preparation

C: Practice Text

D: Additional Resources

E: Answers to Unit Challenges

F: Glossary

G: Bibliography

 


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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 Principles Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a 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 attendee

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

5 %

KCS Practices

30 %

ITIL

5 %

Content Health

20 %

Process Integration

5 %

Performance Assessment

15 %

Leadership & Communication

15 %

Adoption Roadmap

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
Pricing
Public (classroom)
US Locations: $2,100 CAD
($1,695 USD)
Canadian Locations: $1,950 CAD
Virtual Classroom
$2,100 CAD
Online
(self paced)
$1,000 CAD
Onsite
(private class)
Please Contact Us

http://www.radarsolutionsgroup.com/wp-content/uploads/2015/09/RADAR-HDI-KCS-Principles.pdf

Duration: 3 Days