KCS Academy

Course: KCS Practices v6 Workshop

Datum/Tid Date/Time Dato/Tid
February 21, 2017 - February 23, 2017
09:00 am - 05:00 pm

San Francisco
San Francisco

Course: KCS Practices v6 Workshop

Official KCS Academy training and certification exam

Knowledge-Centered Service, or KCSsm, is a methodology designed to integrate knowledge capture, improvement, and reuse directly into support operations. If you’re considering launching KCS, tuning up your KM processes, or bringing a colleague up to speed, this intensive workshop will provide the needed insights and skills. While this workshop will prepare you for the v6 Practices certification exam, the exam may or may not be included in the agenda.

Workshop description

During this workshop, participants will learn:

  • An understanding of the key deliverables required to implement KCS
  • Best practices for measuring knowledge activity, performance, and value
  • Techniques for ensuring knowledge base quality without review queues
  • Processes for creating in-workflow (Solve Loop) and value-added (Evolve Loop) content
  • How to manage a KCS adoption, avoiding mistakes others have made

Workshop Agenda

  • Understanding KCS and its benefits
  • KM best practices and industry examples
  • KCS content: standards and quality
  • The structured problem solving workflow
  • Roles and responsibilities
  • Performance assessment
  • Leadership strategies and change management
  • Technology requirements to enable KCS
  • A road map for KCS adoption

Full workshop agenda

KCS Practices v6 Certification (optional)

This certification is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices. This certification is also appropriate for product managers whose products align with or enable the KCS practices. Read more about the exam

KCSsm is a service mark of the Consortium for Service Innovation


Lena Stormvinge
KCS Trainer & Knowledge Specialist
Phone: +46 8 580 886 27

Preparation reading

We strongly recommend the following reading list prior to the course:


Price per participant, excluding VAT.

  • Activity/Price
  • Workshop
  • Certification exam
  • EUR
  • 1 600
  • 500
  • USD
  • 1 700
  • 550
  • SEK
  • 15 500
  • 4 000
  • NOK
  • 14 500
  • 3 800


The registration is binding but not personal.