KCS Principles

Course Duration: 3 days

What You Will Learn

• How to efficiently create and maintain quality, easy-to-find content in the knowledge base
• Ways to motivate support analysts to use the knowledge base and to effectively assess individual and team contributions
• How to articulate the value of knowledge management practices for your organization
• A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
• How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend?

• Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
• Individuals who are preparing for the KCS Principles certification exam

Course Outline
Unit 1: What Is Knowledge-Centered Support?

• What Is Knowledge-Centered Support?
• What Led to the Development of Knowledge-Centered Support?
• Why Do You Need Knowledge-Centered Support?
• What Are the Benefits of Knowledge-Centered Support?
• How Does KCS Align with ITSM?

Unit 2: The Knowledge-Centered Support Model

• Understanding KCS
• The KCS Process

Unit 3: Aligning Knowledge-Centered Support with the Business

• Aligning Business Goals and Objectives
• Providing Value with KCS
• KCS Return on Investment

Unit 4: Content Vitality

• What Is Content Vitality?
• The Content Standard
• The Content Migration Process
• Knowledge Monitoring

Unit 5: Knowledge-Centered Support Roles and Responsibilities

• Who Are the Typical Players in KCS?
• What Is the KCS Competency Model?
• Defining Roles and Competencies

Unit 6: The Knowledge-Centered Support Workflow

• What Is Workflow?
• What Is Structured Problem Solving?
• Workflow and Technology
• Process Integration

Unit 7: Performance Assessment

• The KCS Competency Model
• Performance Assessment
• Rewards and Recognition
• Feedback and Reputation Model

Unit 8: Leadership and Motivation

• Leadership
• Motivation
• Defining Purpose
• Promoting Teamwork

Unit 9: Communication

• Communication
• Key Messaging and Elevator Pitches
• Handling Questions and Objections
• Delivery Options

Unit 10: Technology

• Functional Requirements
• KCS Verified

Unit 11: The KCS Adoption Roadmap

• The KCS Adoption Program
• Adoption Roles
• Implementation Strategy
• Investment In People, Process, and Technology
• Critical Success Factors