HDI® KCS Principles

This courseware is available in a Virtual Classroom configuration.

Knowledge-Centered Services (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a…

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Certificate HDI Knowledge-Centered Services Principles (HDI-KCS)
Duration 3 Days
Delivery Blended, Classroom, Virtual Classroom
Accreditor HDI
Languages English

What is included in HDI® KCS Principles

Course Description

Knowledge-Centered Services (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 Services that creates and maintains knowledge as a by-product of the incident management process. This course aligns with the KCS Practices Guide v6.0.

Course Information

Certification: HDI Knowledge-Centered Services Principles (HDI-KCS)

Duration: 3 Days

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: HDI

Available Languages: English

Purchase Options: Pay Per Use Courseware


  • Individuals who are preparing for the KCS Principles certification exam
  • Project Managers
  • Support Center Professionals
  • Supervisors 

Learning Objectives

At the end of this course, you will be able to:

  • Learn how to efficiently create and maintain quality, easy-to-find content in the knowledge base.
  • Understand a process for monitoring the quality of knowledge.
  • Learn ways to motivate staff to use the knowledge base and to effectively assess individual and team contributions.
  • Learn how you can minimize or eliminate the need for a knowledge engineering function.
  • Learn how to articulate the value of knowledge management practices for your organization.
  • Understand a strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return.
  • Learn how to align your knowledge management strategy with ITIL® implementation.
  • Learn how to identify and avoid the common pitfalls associated with knowledge management.

Course Outline

Course Introduction

  • Section 1: Getting Started
  • Section 2: About HDI

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: Why do you need KCS?
  • Section 4: What are the Benefits of KCS?

Unit 2: The KCS Principles and Core Concepts 

  • Section 1: KCS Principles
  • Section 2: KCS Core Concepts


Unit 3: The KCS Practices

  • Section 1: The KCS Practices
  • Section 2: Understanding KCS
  • Section 3: The KCS Methodologies


Unit 4: 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 (ROI)


Unit 5: Content Health

  • Overview: What is Content Health
  • Section 1:  KCS Article Structure
  • 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 Integration
  • Section 5: Closed Loop Feedback
  • Section 6: KCS Process Integration Indicators


Unit 8: Performance Assessment

  • Review: The KCS Licensing 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 Requirement
  • 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

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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank