Knowledge-Centered Support (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS is 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 best-practices course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. You will learn how to implement a strategy for adopting KCS that creates and maintains knowledge as a by-product of the incident management



  • 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 inpidual 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


  • What Is Knowledge-Centered Support (KCS)?
  • The Knowledge-Centered Support Model
  • Aligning KCS with the Business
  • Content Vitality
  • KCS Roles and Responsibilities
  • The KCS Workflow
  • Performance Assessment
  • Leadership and Motivation
  • Communication
  • Technology
  • The KCS Adoption Roadmap

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

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