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…
|Delivery||Self-Study e-book, Mock Exam, Exam Preparation Guide|
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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.
- Exam Prepration Guide
- Mock Exam
Certificate: KCS Foundation
Duration: 5-6 hours
Domain: Information Management
- Self-Study e-book
- Mock Exam
- Exam Preparation Guide
Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.
Knowledge management best practices.
- Knowledge-Centered Support concepts and methodology.
- The value and benefits of adopting Knowledge-Centered Support.
- 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
- Content Vitality
- Wrapping Up the KCS Methodology
- Performance Assessment
- Return on Investment
- Conclusion Register
Format: Closed Book
Proctoring: Web Proctoring
Duration: 75 minutes
Number of questions: 65 simple multiple choice
Pass grade: 80%