Pre-9: Implementing Knowledge-Centered Service

Monday, October 15 at 9:00 AM

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Do you understand the Knowledge-Centered Service (KCS) methodology but aren't quite sure how to implement it in your organization? If so, this workshop is for you! This hands-on session dives deep into the elements of the KCS adoption roadmap and brings them to life. Not only will you come to understand each element more fully, you will also learn how to build and implement each element from an experienced KCS consultant and trainer. You'll also learn about the challenges you may face and proven ways to overcome them.

You will leave this workshop with a high-level project plan and everything you need to hit the ground running, including:
• A design workshop agenda
• Training plans and a description of content for all KCS roles
• A sample article quality index, content standard, and style guide

Rae Ann Bruno

Business Solutions Training, Inc

Rae Ann Bruno is the president of Business Solutions Training, Inc., where she consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and is the author of Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She is also a member of the HDI International Standards Committee