KCS Foundation

Course Duration: 1 day

What You Will Learn

• Knowledge management best practices
• Knowledge-Centered Support concepts and methodology
• The value and benefits of adopting Knowledge-Centered Support

Who Should Attend?

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

Course Outline
Unit 1: What is Knowledge-Centered Support and Why Do We Need It?

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

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

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

Unit 3: Wrapping Up the Knowledge-Centered Support Methodology

• Performance Assessment
• Leadership
• Return on Investment