HDI Knowledge Management Foundations: KCSSM Principles
Skills-Building and Certification Training
Save time and money with effective Knowledge Management.
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.
This knowledge management best-practices 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.
What You Will 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 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 align your knowledge management strategy with ITIL implementation |
| • | How to identify and avoid the common pitfalls associated with knowledge management |
Who Should Attend?
— Support professionals and project managers who want actionable steps to improve time-to resolve and reduce expense by utilizing a knowledge management program
— Individuals who are preparing for the Knowledge-Centred Support Principles certification
Certification
The certification exam is included with the purchase of this course. Instructions for scheduling the exam are provided upon course completion.
