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Introduction and Concepts of Knowledge Centered Support (KCS)

Getting Everyone On The Same Page With Knowledge Management

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Defining Knowledge Management is more like walking through a thick fog than strolling on clear day.

When you mention Knowledge Management everyone hears the same words, but they all see a different pictures in their mind, whilst at the same time, their memories cast back to different information on different pages from different books. So in essence everyone's trying to work towards the same goal by practicing contrasting approaches..Huh? What's up with that?

So, the first question you need to ask yourself is "How can we achieve, if we can't even agree?"

Everyone needs to get on the same page for Knowledge Management! Well sometimes, in order to get everyone on the same page, you need to turn to a NEW PAGE.

This course is designed to help you start with a new page. We achieve through AWARENESS and AGREEMENT for Knowledge Management.

1. Awareness: We should be aware that there a wrong ways and there are right ways. Right ways are only right because they are proven to be right (Tried and Tested), and over time and volume.

2. Agreement: If we agree there are right ways, then lets do it that way.There's no heroics in inventing another failed way.

This course provides an introduction to the world renowned and very successful knowledge management framework called Knowledge Centered Support (KCS). KCS has stood the test of time and is supported by many case studies from many reputable companies over a long duration. KCS provides a clear definition of knowledge management, its practices and various techniques.

The course is packaged in a fun and informal way, and is delivered in small bite size chunks accompanied with small pop quizzes to reinforce key concepts.

On completion you'll receive a certificate of completion so that you can SHOW that you KNOW, and as a TEAM we can SEE that we all AGREE.


More about Knowledge Centered Support

Knowledge Centered Support (KCS) is the most recognized knowledge management methodology globally, and delivers the 'missing link' for the ITIL Service Management framework, and when the two are coupled together they can deliver amazing results.

You're already using your knowledge to perform your daily support activities, so why not capture and reuse it whist you work?.

If you are willing to shift the focus of your support Organisation from being 'Call Centric' to becoming 'Knowledge Centric' then you'll reap the benefits that have been realized by many support organizations who have implemented KCS.

Knowledge Centered Support (KCS) is gathering momentum globally, but it is evident that many people are still unsure of its concepts and may be a little sceptical of the benefits of Knowledge Management in the arena of Service Management.

This 35 min course can give you a good understanding of fundamental concepts of Knowledge Centered Support (KCS) whilst at the same time providing evidence with a certificate of learning at the end. This course could also be helpful in assuring that all people in your support organisation are 'on the same page' when it comes to knowledge management.


Your Instructor


Paul Jay
Paul Jay

Paul Jay is a Service Management consultant with over 16 years of experience in IT Operations, IT Service Management and Project Management. Since 2005 Paul has been rolling out the KCS methodology and the ITIL framework in many organisations of varying size, structure and complexity.

With formal qualifications in ITIL (ITIL Expert), Knowledge Management (KCS), IT Governance, Project Management and Training has combined to deliver Successful Customer Outcomes in many Private and Public Organizations.

Paul is an award winning practitioner renowned for both innovative and practical approaches to business improvements through operational excellence, Process Excellence and Customer Centricity.

Paul has a wealth of experience implementing many ITSM and CRM Toolsets, ensuring that Tools enable efficiency and effectiveness that enable businesses to achieve their goals.

Paul is well-known for his innovative approaches to Service Management Taxonomy Models, Knowledge Management Approaches using Knowledge Centered Support, Service Quality Frameworks and Customer Experience Measurement.


Class Curriculum


  Introduction to KCS Concepts
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  The Support Dilemma
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  The Origins of KCS
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  KCS: Not Your Traditional Approach
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  The Four Basic Concepts of KCS
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  People then Process then Tools
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  Show Me The Money!
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  Adopting KCS In Your Organisation
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  Information vs Knowledge
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  Knowledge Attributes
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  KCS Process Practices and Techniques
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  Content is King!
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  Knowledge Assets
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  Double Loop Process
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  KCS Process In Motion
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Frequently Asked Questions


When does the course start and finish?
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
How long do I have access to the course?
12 weeks? After enrolling, you have access to this course for 12 weeks - across any and all devices you own.

Get started now!