KCS Training

KCS training is the best way to get up-to-speed with knowledge centered support principles. 

An effective KCS implementation and use begins with team buy-in.  That is, all members of your team - indeed the whole organization, appreciate and understand that knowledge when utilized correctly is a valuable resource, both to your staff and customers and clients.

KCS Training typically focuses on the following key modules:

KCS Fundamentals

  • KCS basics - What is Knowledge Centered Support, and why do you need it?
  • What are the benefits of KCS?
  • Where can KCS principles be used.  How is it used in IT, in ITSM and other parts of the business?
  • What are the main components of KCS, and how to utilize them?
  • Structured support response and problem solving

KCS Alignment with the business

  • What are the practical ways that KCS can be used in a business?
  • Does KCS provide a return on investment (ROI) to an organization?
  • Capturing knowledge - how, why, who, when?

KCS Workflow and the "Double-Loop"

  • Roles, responsibilities
  • Authors, Curators, Reviewers
  • Use and re-use - how, why, when?
  • Creating content...using content
  • The KCS life-cycle.  Understanding the KCS workflow
  • Integration into business practices, customer support, helpdesk response and IT management
  • Communication with the business and clients of the business

Promoting KCS throughout the organization

  • Communication between business units
  • Feedback, recognition, customer surveys and performance

Who should attend KCS training?

Everyone can benefit from the principles of KCS training.  In particular, the following roles within an organization can benefit from KCS training.

  • Help desk managers
  • Helpdesk staff - both 1st line and 2nd line
  • ITSM (Information technology service management) industry professionals
  • Service desk personnel
  • Business owners
  • Customer support representatives
  • Call centre managers and staff
  • Anyone who interacts with members of the public in an advisory position or service


Looking for KCS Training?

If you're looking for KCS training, please refer to our knowledge centered support links page.