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HDI® Knowledge-Centred Service (KCS) Foundation

  • Length 1 day
  • Inclusions Exam voucher
Course overview
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Why study this course

Organisations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution of new ideas, and eliminate redundant work.

A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top-performing companies and often provides them with a competitive advantage.

The Knowledge-Centred Service (KCS℠) Foundation course provides support centre supervisors, managers, and directors with an awareness of knowledge management best practices. Additionally, participants are introduced to fundamental concepts of the KCS methodology. This course can also be used to build internal support for a new knowledge management initiative.

This course aligns with the KCS Practices Guide v6.0.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll learn

  • Knowledge management best practices

  • Knowledge-Centred Service concepts and methodology

  • The value and benefits of adopting Knowledge-Centred Service


Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.

Course subjects

What is Knowledge-Centred Service and Why Do We Need It?

  • The History of Knowledge-Centred Service (KCS)

  • KCS Concepts

  • KCS Benefits

  • Proactive versus Reactive Knowledge Management

The Knowledge-Centred Service Model

  • The Double Loop Process Model

  • Capture in the Workflow

  • Structure for Reuse

  • Searching is Creating

  • Just-in-time Solution Quality

  • Workflow

  • Content Vitality

Wrapping Up the KCS Methodology

  • Aligning Business Goals and Objectives

  • Providing Value with KCS

  • KCS Return on Investment




DDLS offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires DDLS to provide your details to HDAA for course registration purposes.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.