TOPICS

Course Outline
1. What Is Knowledge-Centered Support (KCS)? What It Is What Led to the Development of KCS? Why Do You Need KCS? What Are the Benefits of KCS? How Does KCS Align with ITSM?
2. The Knowledge-Centered Support Model Understanding KCS The KCS Process
3. Aligning KCS with the Business Aligning Business Goals and Objectives Providing Value with KCS KCS Return on Investment (ROI)
4. Content Vitality What Is Content Vitality? The Content Standard
The Content Migration Process Knowledge Monitoring
5. KCS Roles and Responsibilities Who Are the Typical Players in KCS? What Is the KCS Competency Model? Defining Roles and Competencies
6. The KCS Workflow What Is Workflow? What Is Structured Problem Solving? Workflow and Technology Process Integration
7. Performance Assessment The KCS Competency Model Performance Assessment Rewards and Recognition
Feedback and Reputation Model
8. Leadership and Motivation Leadership Motivation Defining Purpose Promoting Teamwork
9. Communication Communication Key Messaging and Elevator Pitches Handling Questions and Objections Delivery Options
10. Technology Functional Requirements KCS Verified
11. The KCS Adoption Roadmap The KCS Adoption Program Adoption Roles Implementation Strategy Investment: People, Process, and Technology Critical Success Factors