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About HDI® KCS Principles
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.