Course overview
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.
Note: 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.
Who's It For?
Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.
What you'll learn
- Knowledge management best practices
- Knowledge-Centred Service concepts and methodology
- The value and benefits of adopting Knowledge-Centred Service
Study method
- VirtualVirtual Delivery - Live and interactive classroom-style learning conducted completely online
- BlendedBlended delivery - both online course content and partial face to face requirements
- In-classIn class delivery - predominately face to face course content conducted at a specific location
- OnlineOnline delivery - online course content with the exception of assessments and work placement
Duration study load
- 1 day
Course features
Train anywhere
From our state-of-the-art classrooms to telepresence to your offices, your instructor-led training caters to your needs.
Track record
30 years driving innovative, award-winning learning solutions.
More courses, more often
When you train with DDLS, you get more courses, more often, in more locations and from more vendors.
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 a preferred training partner.
Ahead of the technology curve
No matter your chosen technologies or platforms, we can help you stay one step ahead.
Professional recognition
HDAA at DDLS
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 its 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.
Subjects
About DDLS
DDLS is Australia’s largest provider of corporate IT and process training, with the largest portfolio of strategic partners and courses in Australia. We partner with world-class companies to help organisations and individuals in the IT industry remain up-to-date with new processes, technology and platforms to reduce risk and enable efficient business practices. We have convenient locations in almost every capital in Australia as well as the Philippines, flexible delivery modalities, industry-accredited trainers, and state-of-the-art course material and labs to produce the highest quality learning outcomes for our clients.
DDLS promotes a balanced approach to training with a focus on the key areas of Technology, Process and People. We provide extensive training options tailored to your organisation’s needs – from vendor-certified courses to customised training, including bespoke in-house developed courses.
