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HDI Knowledge-Centered Support Fundamentals eLearning Course

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

Certificate KCS Foundation
Duration 5-6 hours
Delivery Self-Study e-book, Mock Exam, Exam Preparation Guide
Accreditor HDI
Exam Online

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315.00

Course Details

Course Description

Organizations 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.

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HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

Comprise of

  • Exam Prepration Guide
  • Mock Exam

Course Information

Certificate: KCS Foundation

Duration: 5-6 hours

Domain: Information Management

Delivery Method:

  • Self-Study e-book
  • Mock Exam
  • Exam Preparation Guide

Accreditation: HDI

Audience

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

Learning Objectives

Knowledge management best practices.

  • Knowledge-Centered Support concepts and methodology.
  • The value and benefits of adopting Knowledge-Centered Support.

Course Outline

  • The History of Knowledge-Centered Support (KCS)
  • The Concepts of KCS
  • The Benefits of KCS
  • Proactive versus Reactive Knowledge Management
  • The Knowledge-Centered Support 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
  • Performance Assessment
  • Leadership
  • Return on Investment
  • Conclusion Register

Exam Facts

Delivery: Online

Format: Closed Book

Proctoring: Web Proctoring

Duration: 75 minutes

Number of questions: 65 simple multiple choice

Pass grade: 80%

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