Course Outline
HDI curriculum addresses the needs of support professionals throughout their careers and the various maturity levels of their support operations. It presents the business processes and soft skills required to increase productivity, profitability, and improve customer satisfaction.
Unit 1: What is Knowledge-Centered Support?
• What is Knowledge-Centered Support?
• What Led to the Development of KCS?
• Why Do You Need KCS?
• What are the Benefits of KCS?
• How does KCS Align with ITSM?
Unit 2: The Knowledge-Centered Support Model
• Understanding KCS
• The KCS Process
Unit 3: Aligning KCS with the Business
• Aligning Business Goals and Objectives
• Providing Value with KCS
• KCS Return on Investment (ROI)
Unit 4: Content Vitality
• What is Content Vitality
• The Content Standard
• The Content Migration Process
• Knowledge Monitoring
Unit 5: KCS Roles and Responsibilities
• Who are the Typical Players in KCS?
• What is the KCS Competency Model?
• Defining Roles and Competencies
Unit 6: The KCS Workflow
• What is Workflow?
• What is Structured Problem Solving?
• Workflow and Technology
• Process Integration
Unit 7: Performance Assessment
• The KCS Competency Model
• Performance Assessment
• Rewards and Recognition
• Feedback and Reputation Model
Unit 8: Leadership and Motivation
• Leadership
• Motivation
• Having Purpose
• Promoting Teamwork
Unit 9: Communication
• Communication
• Key Messaging and Elevator Pitches
• Handling Questions and Objections
• Delivery Options
Unit 10: Technology
• Functional Requirements
• KCS Verified
