Developed by the Consortium for Service Innovation, Knowledge-Centered Support (KCS) is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS has been 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 knowledge management 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 KCS that creates and maintains knowledge as a by-product of the incident management process.
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 for improving time-to-resolve and reducing expenses by utilizing a knowledge management program.
Unit 1: What Is Knowledge-Centered Support?
What Is Knowledge-Centered Support?
What Led to the Development of KCS?
Why Do You Need KCS?
What Are the Benefits of KCS?
How Does KCS Align with ITSM?
Unit 2: The Knowledge-Centered Support Model
The KCS Process
Unit 3: Aligning KCS with the Business
Aligning Business Goals and Objectives
Providing Value with KCS
KCS Return on Investment (ROI)
Unit 4: Content Vitality
What Is Content Vitality
The Content Standard
The Content Migration Process
Unit 5: KCS Roles and Responsibilities
Who Are the Typical Players in KCS?
What Is the KCS Competency Model?
Defining Roles and Competencies
Unit 6: The KCS Workflow
What Is Workflow?
What Is Structured Problem Solving?
Workflow and Technology
Unit 7: Performance Assessment
The KCS Competency Model
Rewards and Recognition
Feedback and Reputation Model
Unit 8: Leadership and Motivation
Unit 9: Communication
Key Messaging and Elevator Pitches
Handling Questions and Objections
Unit 10: Technology
Unit 11: The KCS Adoption Roadmap
The KCS Adoption Program
Investment: People, Process, Technology
Critical Success Factors
Three-Day Course Includes
Instruction, online certification exam, breakfast, and breaks
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