KCS

ProActive offer one- and three-day courses in Knowledge Centred Support. Both add further value to your ITIL initiatives by providing a strategy for capturing, structuring and reusing knowledge within the service desk.

ProActive’s trainers are KCS v4 verified by the Consortium for Service Innovation. They will provide participants with a high level overview of KCS and identify the interfaces to ITIL Version 3, in particular, to Incident and Problem Management.

WHAT IS KCS?

Knowledge-Centred Support (KCS) is a methodology and set of practices and processes focusing on knowledge as a key asset for any customer / technical support organisation.
Developed by the Consortium for Service Innovation, its objective is to capture, structure, and re-use technical support knowledge.

Service Management requires that knowledge be leveraged within incident management and problem management. KCS defines how to integrate knowledge management into these processes.

As a knowledge management strategy for service and support organisations, KCS defines a set of principles and practices, enabling organisations to improve service levels to customers, gain operational efficiencies, and increase the organisation's value to their company.

Click here to download the brochure in pdf format

COURSE FORMAT

ProActive’s course format ensures that students get maximum benefit from the three days of training;

• Students benefit from peer group discussion
• Course size is limited to 16 students

PREREQUISITES

There are no prerequisites for this course

CERTIFICATION AND ASSESMENT

Successful completion of the examination, held at the end of the third day, will provide students with a certificate in KCS Principles

WHO SHOULD ATTEND?

This course is designed for support centre professionals, supervisors, managers, and directors responsible for managing their support centres resources and improving service.

COURSE FEE