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Knowledge Centered Support (KCS) Practices

Detailed Review of the KCS Practices and Techniques for both the Solve and Evolve loop

Face to Face training is helpful and effective, but it is constrained by minimum student numbers, high cost, location, duration, scheduling and logistics and also trainer availability. This course provides an alternative to face to face training where students can work at their own pace in their own time, without the exorbitant cost associated with traditional face to face training.

This course was designed with the sole purpose of providing support managers with a means of sustaining KCS knowledge and competence whilst having to deal with high staff turnover.


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


  3. KCS Practice 2: Solve Loop: Structure Techniques
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  7. KCS Practice 5: Evolve Loop: Content Health Techniques
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  9. Practice 7: Evolve Loop: Performance Assessment Techniques
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  11 KCS Summary
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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?
How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.
What if I am unhappy with the course?
We would never want you to be unhappy! If you are unsatisfied with your purchase, contact us in the first 30 days and we will give you a full refund.

Get started now!