Grow your Training Business with KCS: Cross-selling KCS Training to your ITIL Customers

Copyright © 2015 ITpreneurs. All rights reserved.

Go-To-Market Enablement Session

Cross-selling Knowledge Centered Support (KCS) Training to Your ITIL Customers


Moderator:

Connie Tai

Products & Solutions Marketing, ITpreneurs

Presenter:

Rick Joslin

Executive Director of Certification & Training, HDI

Today’s Speakers


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In the next 45 minutes, you will get ...

Practical and ready-to-implement expert

guidance on positioning and selling KCS training

and certifications


Introduction - What will you learn today?

About KCS

The Business Needs

Positioning of KCS

Go-To-Market Strategies for KCS

Questions & Answers

*


What will you learn today?

• What is KCS

• Why organizations need it

• How it enhances ITIL

• The potential market size

• Competitors

• Options for certification and training


KCS is a methodology

and a set of practices and processes

that focuses on knowledge as a key asset

of the support organization.

KCS is not something we do

in addition to solving problems…

KCS becomes the way we solve problems

What is KCS?


The new way:● Create content as a by-product of solving problems ● Evolve content based on demand and usage● Develop a KB of our collective experience to-date● Reward learning, collaboration, sharing and improving

Known as Knowledge-Centered Support (KCS)● Developed by the Consortium for Service Innovation● Research began in 1992● Promoted by HDI in 2003● Compliments and enhances ITIL

Knowledge Management Best Practices

KCS is a service mark of the Consortium for Service Innovation


“If the question is raised ‘Do we do ITIL, or do we do

KCS?’... The answer can be both.

…KCS enables a higher level of maturity for each of

these processes

… organizations that adopt both practices positioned

themselves for increased success.”

If you do ITIL, you can benefit from KCS.

AXELOS-HDI Whitepaper

Released June 18, 2014


ITIL is a framework that defines the what and the why.

KCS is a methodology that defines the what, the why, and the how.

• How to capture, structure, reuse and improve

support knowledge

• Integrates knowledge management within other service management

processes

ITIL and KCS


10. Respond and resolve issues faster.

9. Provide answers to complex issues.

8. Provide consistent answers to customer’s questions.

7. Address support analyst burnout.

6. Address the lack of time for training.

5. Answering recurring questions.

4. Identify opportunities to learn from customer’s experiences.

3. Improve First Contact Resolution.

2. Enable self-service.

1. Lower support costs.

Top Ten Reasons Support Centers Need KCS


Per the HDI 2013 Support Center Practices and Salary Report: Knowledge

Management is critical to the success of a service desk.

Research


Who Has Invested in KCS?

● Lucent

● Nortel Networks

● Motorola

● 3Com

● Unisys

● Microsoft

● Intel

● BMC Software

● EMC

● Novell

● QAD

● HP

● Oracle

● Legato

● Lexmark

● SGI

● Amdahl

● Attachmate

● VeriSign

● CompuCom

● ARAMARK

● Texas Instruments

● Abbot Labs

● JP Morgan Chase

● Sanofi-Aventis

● Pepsi Co.

● Bingham Young

University

● Apollo Group

● TECO

Partial list


• 1.4M ITIL Foundation certifications from 2008-2013

• + Does not include community prior to 2008.

• 250,000 exams per year, 200K+ certified

• By 2015, 1.6M+ ITIL base and 250K exams per year

• + KCS is valuable beyond ITIL community

• KCS Foundation: $795USD Instructor-led, $445USD Online

• Assume $400 average per person

$640M+ Base and $100M new each year

Size of Market


• Have you implemented knowledge management successfully?

• Would you like to improve customer satisfaction, employee satisfaction, and

quality of service, while lowering the cost to provide service?

• Are you efficiently identifying and removing problems from your environment?

• Are customers successful with your self-service option?

Cross-selling KCS Training to ITIL Customers

Leverage the AXELOS-HDI whitepaper

Copyright © 2015 ITpreneurs. All rights reserved.*

• The IT Staff

- target support

• Process Owners

1. Service management

2. Incident managers

(service desk)

3. Problem managers

• ITIL Experts & Consultants

Target Audience for KCS Training?

KCS Foundation is to KCS, what ITIL Foundation is to ITIL


Trained Professionals Fluent in KCS

Business Simulations

The IT Staff

Accept process change

Process Owners

Adjust processes

Change behavior of staff

Improve results

ITIL Experts & Consultants

Guide organization with adoption


KCS Principles ITIL SO (Service Operations)

Total 2009-2013: 32,858

KCS Foundation ITIL Foundation

Total 2008-2014: 1.6M+

*

KCS Training Options


Audience: Directors, managers, supervisors

responsible for implementing knowledge management

(KM)

What they learn:

• The KCS methodology

• How to capture, structure, and reuse knowledge

within the incident management process

• How to articulate the value of KM

• How to successfully implement KM

• How to minimize investment and risk

• How to avoid common mistakes

• How to do KM within ITIL

KCS PrinciplesLength: 3 daysAcronym: KCS

Why they need it:

• Improve efficiency and effectiveness

• Planning to implement KM

• Learn about KM best practices

• Improve KM process adoption

• Learn from others’ experiences


Audience: All, for those wanting an

introduction to KCS and for

organizations adopting KCS.

What they learn:

• The KCS methodology

• The value of knowledge

management

KCS FoundationLength: 1 daysAcronym: KCSF

Why they need it:

• Improve efficiency and effectiveness

• Planning to implement KM

• Learn about KM best practices

• Improve KM process adoption

• Learn from others’ experiences


KCS Academy (US based)

● For profit side of Consortium for Service Innovation

● Only other known provider of KCS courseware

Courseware is not aligned to ITIL

● Small number of partners (certified instructors)

6 in the US, 1 in Canada, 1 in UK and 1 in NZ

HDI

● Direct sales in North America (7 certified instructors)

● Partners in Brazil, Australia, Japan, Poland, and a few other countries.

● ITpreneurs is HDI’s international channel manager not including above

countries.

Let’s Talk Competition


Why should your company offer KCS training?

● There is a large install base of ITIL customers

● ITIL customers benefit from KCS (see whitepaper)

● KCS does not have a competing framework

● Certifications are available for KCS

● KCS training and consulting companies have minimal competitors, who are

primarily N. American based.

● KCS has been around for 20+ years. It is just starting to get broader

visibility internationally.

● You want to ride the wave.

● You want to make money.


1. Find the person with pain.

Start with the service desk management. The ROI in the service desk for

KM is usually easy to justify.

2. Find the person in charge.

The person responsible for service management strategy will benefit from

best practices they are not knowledgeable about.

3. Promote the AXELOS-HDI whitepaper

4. Ramp up quickly by offering self-paced online course: KCS Foundation

5. When there is demand for KCS Principles, leverage an existing instructor to

train your clients and your instructors together.

Go-To-Market Strategies


• KCS is knowledge management best practices for service management.

• ITIL customers can benefit from KCS.

• There is a large market that can benefit from KCS.

• Leverage the AXELOS-HDI whitepaper

• KCS Foundation is to KCS, what ITIL Foundation is to ITIL

• KCS Principles is for those leading the adoption.

• Large market potential, little to no competition, quality products, and customer

value – a winning opportunity.

Quick Recap from Today’s Presentation


Get Started

Contact your

ITpreneurs

representative to

add KCS to your

catalog.


Contact Us

Connie Tai

Products & Solutions Marketing

ITpreneurs

[email protected]

+31 10 711 02 60 INT’L

+1 800 214 6371 USA

ITpreneurs

@ITpreneurs

ITpreneurs

mailto:[email protected]

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Date post:	16-Jul-2015
Category:	Services
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