KCS v6 Practices Workshop - February 28 - March 1 2019 - Auckland NZ
If you’re planning to launch KCS, tuning up your KM processes for KCS v6, or bringing a colleague or team up to speed, this intensive 2 Day KCS v6 Practices Workshop will provide the needed insights and skills to run a KCS practice. This course is KCS Academy Certified.
Days One and Two: 8:30 a.m - 4:30 p.m. Lunch included
The optional Certification Exam (see below) may be taken at a later date. Catalynk can help with exam arrangements and vouchers.
Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement and reuse directly into support operations.
Attendees will gain a deep understanding of:
KCS and its benefits
KCS best practices with industry examples
KCS content: standards and quality
The structured problem-solving workflow
Roles and responsibilities
Leadership strategies and change management
Technology requirements to enable KCS
A road map for KCS adoption
This workshop may be attended remotely.
This workshop will also prepare you for the v6 Practices certification exam (although it does not guarantee your success). If intending to sit the exam, advance study of the reading list documents is highly recommended. All study materials are provided in advance.
KCS® is a service mark of the Consortium for Service Innovation™
Beth Coleman, KCS Certified Trainer, will lead this workshop.
The KCS® v6 Practices Certification designates individuals who demonstrate a thorough understanding of the KCS concepts including the Solve Loop, Evolve Loop, and best practices for KCS adoption.
This Knowledge-Centered Service (KCS®) v6 Practices certification is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. Exam preparation documentation is provided in advance of and during the KCS v6 Practices Workshop.
The KCS Practices v6 Certification covers the following:
The Principles and core concepts of KCS
Dealing with frequently asked questions and common objections
A thorough understanding of the following:
Solve and Evolve Loops
Content standard and workflow
Best practices for adoption
Functional requirements for tools and tool integration
More about the exam...
Catalynk Limited is a certified provider of the KCS v6 Practices certification exam. The KCS Academy is the sole certifying body for KCS as designated by the Consortium for Service Innovation (CSI, owner of KCS). CSI does not acknowledge any KCS credentials or certifications other than those offered by KCS Academy certified providers.
Exam Details The KCS v6 Practices Certification exam is comprised of 62 multiple-choice questions. The allotted time to complete the exam is two hours. Most candidates will complete the exam in 90 minutes or less. There are no breaks during the exam.
A team of KCS practitioners developed the questions on the exam. The certification standards and exam are developed and maintained by a committee of members from the Consortium for Service Innovation. The exams are validated through psychometric analysis.
Who Should Certify Individuals pursuing KCS Practices Certification are most often:
Program and project managers for KCS adoption
KCS adoption team members
Supervisors and first-line and second-line managers
Knowledge workers who aspire to be coaches or managers
Product managers and architects for technology and tools that enable the KCS practices
This certification is also appropriate for product managers whose products align with or enable the KCS practices. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices.