The KCS® v6 Practices Workshop provides an overview of Knowledge-Centered Service (KCS) as well as a deep dive into KCS principles, core concepts, double loop and solve processes, and supporting practices. With our next-gen virtual training, elite subject matter expertise, and white glove service, you’ll become KCS-certified no time.
from $1895
3 Day Course
Exam Voucher Included
Practice Exam Questions
24 PDUs
Award-Winning Instructors
Industry-Leading Courseware
Knowledge-Centered Services
This KCS workshop will include lots of interactive activities, exercises, and discussions throughout to ensure you gain a solid understanding of the practical aspects of Knowledge-Centered Service. Plus, it’s a lot of fun!
Key Features of KCS Training Next-Gen Class
Next-Gen Class
3 Days of Virtual Training
Exam Voucher Included
Award-Winning Instructors
Accredited Training Organization
UPCOMING COURSES
Early Registration: 9+ Weeks Prior to Start Date
General Registration: 2 - 9 Weeks Prior to Start Date
Late Registration: Fewer than 2 Weeks Prior to Start Date
Live Instructor?
Live Online?
Guaranteed to Run?
Our KCS Instructors
David Crouch
An IT professional with over two decades of experience in management, digital strategy, and program/project leadership, David Crouch holds a Master of Science in Information Technology Systems and an MBA from The Johns Hopkins University. In addition to being a published author and adjunct professor, David serves on the boards of numerous nonprofit organizations, helping them to apply digital business skills to do more good in a better way. David is also one of the authors of the official AXELOS publication "ITIL 4 Leader: Digital and IT Strategy." Bonus: He is the best-dressed ITIL instructor you’ll ever meet.
Mark Hillyard
Mark Hillyard (CISSP, ITIL Expert, ITIL MP) has worked in the IT industry for more than 20 years, including as a Public Key Infrastructure (PKI) and Domain Name System (DNS) Architect for GoDaddy.com. His experience ranges from some of the largest system infrastructures supporting the internet to boutique, game-changing start-ups. He has led large-scale data center asset management initiatives and has developed and managed such systems for enterprise infrastructures. Now a full-time Senior Advisor and resident InfoSec guru, Mark is helping transform IT organizations through process management, security development, and training.
Kevin Jones
With over 25 years of expertise as an IT architect, consultant, speaker, and trainer, Kevin has created a pioneering career reflecting strong leadership in IT Service Management, IT Business Management, and Organizational Change Management. Utilizing both ITIL and ISO/IEC 20000 guidance, he has spearheaded business and IT re-engineering engagements across industries to improve workflows based on financial impact analysis. Kevin holds a Masters of International Management from Arizona State University and is adept at technical training/course development.
"I liked that the training was dynamic – that it went beyond lectures to include hands-on activities and group work to solidify the information our employees received. The best thing about this whole experience has been how the training has transformed us as a company, and we’re still going through that transformation. If I had to rate the experience of working with Beyond20, I’d give them an 11 out of 10. They were invested in our business and what we were trying to do right from the start – and we’ve had great success as a result."
Debbie L., Director of HR
“It was huge for Board of Pensions (BOP) to start speaking the same language, have a common understanding, be equipped to drive culture change, and change everyone’s thinking. Now, the team is creating something together."
Nick , Assistant Director, Service Desk
"One important factor that makes Beyond20 a great organization is that the instructors work as consultants to organizations both in the private and public sector. The instructors have an excellent command of the material and have real-world experience with designing and implementing these principles. With their background, they can adapt discussion to a particular client and help students understand concepts based on how they fit into their organizations.”
Lucinda F., Manager, IT Field Operations
"The instructor knew his stuff! The materials were well designed and the course was well paced and very appropriate for our group."
The KCS v6 Practices training course is designed for individuals who are looking for a thorough understanding of both the Knowledge-Centered Service methodology and its adoption. This includes people who manage or advise on the adoption and Continual Improvement of the KCS practices (Knowledge Managers, Contact Center, Service Desk Managers, Adoption Managers, etc.). This course and certification is also appropriate for Product Managers whose products align with or enable the KCS practices.
A few days before class, you will receive an email with details on how to access our virtual training room, and details on accessing courseware.
Our virtual classes are instructed in a way that mirrors the experience you would get from an in-person course. That way, students remain fully engaged and the information sticks! Our virtual training courses are packed with interactive whiteboards, breakout rooms, virtual sticky note walls, and more to help ensure your success on the exam.
We understand that your goal is to learn effectively and get certified in one shot. After all, certification training can be a substantial investment. As such, it’s critical to us that you learn from someone who will help you retain key concepts and get you across the finish line efficiently.
But at the same time, who wants to take a boring class? If we’re going to spend a lot of time looking at screens, the material should at least be engaging. That’s why we’re hyper-focused on bringing variety to your virtual training experience. People learn differently, so we use several methods to teach concepts throughout the day.
White Glove Service
We all know that bad customer service is one of the most frustrating things there is. That’s why we’ve endeavored to create the kind of training experience that we would want for ourselves.
We're a US-based organization with offices in DC, Phoenix, and San Diego. Come through! Otherwise, we'll be happy to meet you virtually.
Rest assured: At Beyond20, our instructors are some of the world’s best. Not only do our full-time, in-house training staff have decades of experience in the field, but in many cases, we are the official authors of authoritative publications (e.g., ITIL). Working with Beyond20 means learning from the top subject matter experts out there. It means training and taking your exams with confidence.
Next-Gen Virtual Training
Depending on the course, this can include interactive whiteboards, breakout rooms, virtual sticky note walls, and more. We take this approach not only because it's more fun than simply memorizing terms, but because it works.
From the instant that you first reach out to us with a quick question, to that glorious moment when you learn you’ve earned the certification, our job is to make sure that every interaction you have with us is a positive one. If you look at our hundreds of Google-verified reviews, you’ll see that we take it seriously! Beyond20 is not a risky choice.
If you're PMP-certified, our courses will earn you PDUs!
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