KCS® v6 Practices Workshop - Th-F Sept 3-4 '20 WELLINGTON NZ

Event Information

Share this event

Date and Time




Level 8, Jackson Stone House

11 Hunter Street

Wellington, 6011

New Zealand

View Map

Refund Policy

Refund Policy

Refunds up to 1 day before event

Eventbrite's fee is nonrefundable.

Event description


KCS v6 Practices Workshop and Certification Exam (optional)

This workshop is intended for knowledge managers, leaders, analysts and practioners planning to launch Knowledge-Centered Service (KCS®), or fine-tuning KCS practices. This intensive 3 Day KCS v6 Practices Workshop will provide the needed insights and skills for leading teams toward KCS practice maturity. This workshop will prepare you for the KCS v6 Practices Certification exam (although it does not guarantee your success). If you're wishing to become KCS v6 Practices Certified you can sit the KCS v6 Certification Exam later by booking through The KCS Academy (at an additional fee).

This workshop will also be offered for virtual attendees.

Instructor: Brian McKenna, KCS v6 Certified Trainer.

Days One and Two: 9:00 a.m - 4:00 p.m. Morning and Afternoon Tea/Coffee 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

An online KCS Certification exam is an additional fee (pre-paid to The KCS Academy) and can be scheduled for later date (optional). Catalynk can assist with booking the Certification Exam. We'll confirm all details for the exam booking in advance of the workshop. If you are intending to sit the exam (US$450.) following the workshop, extra study of the reading list documents is highly recommended. All recommended reading material will be provided (online).

Workshop: NZ$1500. (Excl. GST)

KCS v6 Practices Certification

The Knowledge-Centered Service (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 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. This Workshop reviews all levels of KCS Practices to help attendees prepare for the exam. Advanced reading (before the workshop) is highly recommended if you are intending to sit the exam on Day 3. Exam fees (not included in course price): US $450. Contact us ( in advance if you intend to sit the exam on Day 3. We can assist you with purchasing the voucher from The KCS Academy.

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 Version 6.

  • 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 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.

If you intend to sit the exam online using your own device, Kryterion has altered the camera requirements:

Due to COVID-19, an internal camera will be allowed for online-proctored exam delivery for any exam taken prior to September 1, 2020. While the camera will be mainly focused on you, the proctor may require you to move the monitor/laptop to view your work surroundings. Previously, a web external video camera positioned to view the test taker, their screen, keyboard and work area was required. Please complete the steps for setting up your test for the Online Proctored method. This information can be found on the Kryterion delivery website:

For further details see: How to register for Online Proctored KCS v6 Practices Certification Exam.

Should you have any questions, please feel free to contact us:

Knowledge-Centered Service (KCS®) is a registered Trademark of the Consortium for Service Innovation™.

Share with friends

Date and Time



Level 8, Jackson Stone House

11 Hunter Street

Wellington, 6011

New Zealand

View Map

Refund Policy

Refunds up to 1 day before event

Eventbrite's fee is nonrefundable.

Save This Event

Event Saved