KCS Foundation

This courseware is available in a Virtual Classroom configuration.

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…

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Certificate KCS Foundation
Duration 1 Day
Delivery Blended, Classroom, Virtual Classroom
Accreditor HDI
Languages English

What is included in KCS Foundation

Course Description

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 course, you will gain an awareness of knowledge management best practices and be introduced to the fundamental concepts of the KCS methodology. This course can be used to build internal support for a new knowledge management initiative.

Course Information

Certification: KCS Foundation

Duration: 1 Day

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: HDI

Available Languages: English

Purchase Options: Pay Per Use Courseware


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


Learning Objectives

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

  • Learn Knowledge management best practices
  • Learn Knowledge-Centered Service concepts and methodology
  • Learn the value and benefits of adopting Knowledge-Centered Service

Course Outline

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

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


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

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


Unit 3: Wrapping Up the Knowledge-Centered Service Methodology

  • Performance Assessment
  • Leadership
  • Return on Investment

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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