HDI Knowledge-Centered Support Fundamentals eLearning Course

Certificate KCS Foundation
Duration 5-6 hours
Accreditor HDI


Course Details

Course Outline

  • The History of Knowledge-Centered Support (KCS)
  • The Concepts of KCS
  • The Benefits of KCS
  • Proactive versus Reactive Knowledge Management
  • The Knowledge-Centered Support Model
  • The Double Loop Process Model
  • Capture in the Workflow
  • Structure for Reuse
  • Searching is Creating
  • Just-in-time Solution Quality
  • Workflow
  • Content Vitality
  • Wrapping Up the KCS Methodology
  • Performance Assessment
  • Leadership
  • Return on Investment
  • Conclusion Register

Course Description

Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution 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.

Important Note: Due to ITpreneurs IP restrictions, we cannot offer these courses to participants from Brazil, Australia, Japan, Sweden, Norway, Finland, Poland, Canada, USA. If you have inadvertently purchased one of the HDI courses, access/enrollment will have to be denied and a refund for the payment will be issued within 48 hours. Thank you for your cooperation and understanding.

HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

Comprise of

  • Exam Prepration Guide
  • Mock Exam


Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.

Learning Objectives

Knowledge management best practices.

  • Knowledge-Centered Support concepts and methodology.
  • The value and benefits of adopting Knowledge-Centered Support.

Delivery format

  1. Self-Study e-book
  2. Mock Exam
  3. Exam Preparation Guide

Please note that if an exam voucher is included, you are able to schedule your exam for up to twelve months.

Course Duration

Certificate: KCS Foundation

Duration: 5-6 hours

Domain: Information Management

Delivery Method:

  • Self-Study e-book
  • Mock Exam
  • Exam Preparation Guide

Accreditation: HDI

How to pass the HDI Knowledge-Centered Support Fundamentals eLearning Course Exam

Delivery: Online

Format: Closed Book

Proctoring: Web Proctoring

Duration: 75 minutes

Number of questions: 65 simple multiple choice

Pass grade: 80%

Scheduling Your HDI Knowledge-Centered Support Fundamentals eLearning Course Exam

You will be able to use the voucher provided with the training material. Once you feel comfortable with the content of the course, our service desk will book the HDI (official HDI Knowledge-Centered Support Fundamentals eLearning Course exam provider) exam for you.

HDI® is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC, which is used by permission of and under licensing agreement with HDI, a part of UBM LLC. All rights reserved.

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