Cross-selling KCS Training to 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

*
• 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 Principles
Length: 3 days
Acronym: 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 Foundation
Length: 1 days
Acronym: 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
connie.tai@itpreneurs.com
+31 10 711 02 60 INT’L
+1 800 214 6371 USA
ITpreneurs
@ITpreneurs
ITpreneurs

Cross-selling KCS Training to ITIL Customers

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