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CreekPoionte's 6th Annyal HEAT End-User Converence Training
 
HDI’s Knowledge Management Foundations:
KCS Principles
Skills Building & Certification Training
 

Click Here to Register

  

When:

Monday – Wednesday, September 8th- 10th  

Where:

The Marriott Savannah Riverboat Hotel – Savannah, GA

Class Cost:

$1,595.00 (HDI member price $1,495)
Students will be eligible to schedule their certification exam after completion of this course

Accommodations:

$550.00  Sunday - Tuesday Night, September 7th – 9th

Registration Deadline:

June 30th

About HDI

HDI, the world’s largest membership association for IT service and support professionals, focuses on establishing best industry practices, developing certification and training programs based on internationally recognized standards, and providing members with timely access to valuable industry resources and events. 

 

Course Description

This three-day course will provide a set of practical steps for capturing , storing, and successfully resusing mission-critical knowledge that will shift your support center from a call-centric model to a knowledge-oriented one.

 

What you will learn

  • How to create and maintain quality, easy-to-find content

  • Ways to motivate use of the knowledge base

  • Strategies to minimize investments and maximize return

  • How to articulate the value of knowledge management

  • Common pitfalls to avoid

Course Outline

Unit 1:  The KCS Process (What and Why)
Section 1:  Introduction
Maximizing Your Learning Experience
About HDI and Customer Satisfaction Index Service
Exercise:  Business Goals?
Exercise:  Letter Body Parts

Section 2:  What is KCS?
Double Loop Process
The Solve Loop
The Evolve Loop
Exercise:  Process Change – the KooschTM Ball

Unit 2:  How to Implement KCS

Keys to a Successful Adoption

Section 1:  Strategic Framework
Defining toe Objectives

Section 2:  Content Vitality
The Concept of a Solution
Example:  The Solution Elements in Practice
Solution Life Cycle

Managing Solution Quality

Section 3:  KCS Roles and Responsibilities
Exercise:  Characteristics of a Coach

Section 4:  Workflow/Process Considerations
Structured Problem Solving (SPS)

Workflow and Technology
Solution Viability

Section 5:  Performance Assessment
A framework for Performance Assessment
Exercise:  Performance Measurement Scenarios
Summary of a Performance Assessment

Section 6:  Leadership
Motivators

Section 7:  Communications Plan
Communications is the Key
Exercise:  Communication Strategies
Exercise:  FAQs and Objections

Unit 3:  Adoption Roadmap
KCS Adoption Program

Unit 4:  Summary of the KCS Transformation

Who should Attend

IT support professionals that are responsible for service improvement

This is a wonderful opportunity to receive your Knowledge Management Foundations Certification
and then attend our one-of-a-kind annual HEAT User Conference in Savannah, GA

 

CreekPointe will conduct class for a minimum of 10 students – maximum of 20.

 

CreekPointe reserves the right to cancel this class for fewer than 10 students.