KCS Academy

KURS: KCS v6 Practices workshop & certification

Datum/Tid Date/Time Dato/Tid
17 februar, 2020 - 19 februar, 2020
09:00 - 17:00

Svea konferens
Holländargatan 10
11136 Stockholm

KURS: KCS v6 Practices workshop & certification

Profound training in KCS with optional official KCS v6 Practices Certification Exam

Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement, and reuse directly into support and service operations. If you’re considering launching KCS or tuning up your Knowledge Management processes, this intensive training 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 and value-added content
  • How to manage a KCS adoption, avoiding mistakes others have made

Overview of the Workshop Agenda

  • Understanding KCS and its benefits
  • Knowledge Management 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

KCS v6 Practices training & certification description

KCS v6 Practices 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


Heléne Källgården
Certified KCS Trainer
Mob: +46 766 43 11 22


Preparation reading

To prepare for the workshop and certification exam, we highly recommend that you read the documents listed below. Students that have read the documentation before the workshop benefit more from the workshop and have a higher exam pass rate.


Price per participant, excluding VAT.

  • Activity/Price
  • Workshop
  • Certification exam
  • EUR
  • 1  800
  • 400
  • USD
  • 2 055
  • 450
  • SEK
  • 18 500
  • 4 000
  • NOK
  • 18 500
  • 4 000

See General Conditions


The registration is binding but not personal.