A$1,450 – A$1,550

KCS v6 Practices course - June 13 -14 2019 - BRISBANE AUSTRALIA

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Lev 24, 215 Adelaide St

Brisbane City

Brisbane, QLD 2007


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Refunds up to 7 days before event

Event description


This intensive 2 Day Knowledge-Centered Service (KCS®) v6 Practices course will provide the needed insights and skills to get up to speed on KCS practices. This course is ideal if you’re planning to adopt or launch KCS or if you're tuning up your KM processes for KCS version 6. It is meant for service professionals and knowledge workers needing to dramatically improve service support and customer service success. If you are planning to apply the KCS best-practice processes and techniques or considering getting KCS v6 Practices Certified, this will give you all the skills and tools. This course includes a voucher for the KCS v6 Practices trial practice exam. This workshop is certified by The KCS Academy, sole certifier of KCS training.

Days One and Two: 9:00 a.m - 4:30 p.m. Morning and afternoon tea and lunch included.

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

  • Performance assessment

  • Leadership strategies and change management

  • Technology requirements to enable KCS

  • A road map for KCS adoption

Workshop facilitator: Beth Coleman, Knowledge Management Consultant, Catalynk Limited, KCS® Certified Trainer and Prosci® Certified Change Practitioner. Beth has years of experience innovating in service design. She is passionate about KCS as the leading methodology. She'll share examples of successful use of agile knowledge practices for customer success relevant to your business and industry.

Minimum participants: 4

Once registered you'll receive details of a suggested reading list, outline and agenda for the day. You have the option to register now and pay later. Please select 'OTHER PAYMENT OPTIONS' at the bottom of the Checkout Payment form. Group booking discounts are available. Please contact us on knowledge@catalynk.co to discuss.

KCS v6 Practices

This workshop will also prepare you for the v6 Practices certification exam (although it does not guarantee your success). The optional Certification Exam may be taken on Day 3 or at a later date. The exam fee is not included in this workshop registration. Catalynk can assist with exam arrangements and vouchers in advance of the workshop. If intending to sit the exam let us know and we'll help you prepare. Advance study of a suggested reading list of KCS Academy documents is highly recommended. You can take the exam at a later date. You can register for the exam on this page as an additional price. Or register here: KCS v6 Certification Exam Registration

The KCS Certification Description

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.

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
  • Trainers
  • Coaches
  • Consultants
  • 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.

The KCS Practices v6 Certification covers the following:

  • The Principles and core concepts of KCS

  • KCS benefits

  • Dealing with frequently asked questions and common objections

  • A thorough understanding of the following:

    • Solve and Evolve Loops

    • KCS roles

    • KCS measures

    • Content standard and workflow

    • Best practices for adoption

    • Functional requirements for tools and tool integration

Certifying Body

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.

KCS® is a service mark of the Consortium for Service Innovation

Catalynk Limited  Sharing Knowledge. Smarter.

The KCS Academy

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Date and Time



Lev 24, 215 Adelaide St

Brisbane City

Brisbane, QLD 2007


View Map

Refund Policy

Refunds up to 7 days before event

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