KCS Principles

What should you do before you seek to solve an issue?
A. Search to see if it is a known to the organization.
B. Set an expectation for the customer that this may take some time.
C. Seek out analysts who know more about the product.
D. State the issue clearly, in your own words.

What is a benefit of Structure?
a. Ease of measurement
b. Promotes consistency and quality
c. Saves the proper product name
d. Sets expectations for reuse

What is important for the leadership to define in order to establish a common direction?
a. A Vision
b. Rewards and Recognition Program
c. Performance Metrics
d. Technology Framework

What is a KCS Adoption Program? 
A. Tactical plan for implementing KCS
B. Project plan for implementing KCS
C. Strategic plan for implementing KCS  
D. Operational plan for implementing KCS

What requirement should be implemented to enhance the Process Integration practice? 
A. Automatic spellchecking of every contributed knowledge article.    
B. Reset the knowledge state to “Approved” after it is used three times to resolve incidents.
C. Integrate the knowledge management system with the incident management system.    
D. All new articles are added directly to the review queue for validation.    

When developing a performance model, it is important to define the leading and lagging indicators. What do you need to consider when establishing key performance indicators?
A. Activity-based metrics
B. Results-based metrics
C. Triangulation
D. Alignment with organizational goals

What is one of the primary responsibilities of the Knowledge Domain Expert? 
A. Document resolutions of escalated issues using the content standard.    
B. Manage the health of the knowledge base.
C. Define and document the scope of the knowledge base.    
D. Seed the knowledge base with known errors.

What is a knowledge state? 
a.The address of an article within the knowledge base.    
b.The location of an article within a workflow.    
c.The position of an article within a domain.   d.The status of an article within the life cycle.

What are similarities between ITIL and KCS? 
A. Both are based on process and best practices    
B. Both are frameworks for process improvement    
C. Both define standards for Knowledge Management    
D. Both rely on tools and technology for success

What should you do when handling an objection to your KCS initiative? 
A. Offer a more detailed perspective in order to persuade them.    
B. Seek to understand the issue from the other person’s perspective.    
C. Tell them this is going forward with or without them.
D. Rationalize the financial benefits to the organization.    

What does the customer contribute to a knowledge article? 
A. Title
B. Resolution    
C. Cause    
D. Environment    

Who is the proprietor of KCS? 
a.Consortium of Service Improvement   b.Consortium for Service Innovation   c.Institute of Quality assurance    
d.Office of Government Commerce (OGC)

What aspect of an article may identify a pending action?
A. Knowledge State
B. Author
C. Environment
D. Version

What is a Knowledge Quality Index?
A. A score calculated by dividing the number of citations by the number of articles linked.
B. A score calculated by dividing the number of articles linked by the number of issues reported.
C. A score calculated by averaging the customer feedback on each knowledge document.
D. A score calculated by averaging the results of random sampling of contributed articles.

Which KCS role is responsible for analyzing the knowledge usage and performing tasks related to problem management? 
A. Management
B. KCS Coach    
C. KCS Publisher    
D. KCS Domain Manager    

What is defined as a findable, reusable, and structured object that contains the customer’s experience, the analyst’s findings, and metadata? 
A. A content standard    
B. A knowledge article    
C. A template
D. A resolution or an answer    

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.   b.Create a vision and communication plan.   c.Measure how analysts are adhering to the process.    
d.Require teams to be involved in the project.

What is a primary benefit of implementing KCS? 
A. Improve the support center’s operational efficiency.    
B. Increase the support staff’s time to proficiency.    
C. Smarter support analysts to service customers.
D. Identification of trends in incidents and problems.    

What are the three components of the KCS model?
A. Knowledge, solve loop, and evolve loop
B. Process enablers, process controls, and process triggers
C. Leadership, content health, and performance assessment
D. Inputs, outputs, and activities

Which double loop process is Knowledge Centered Support organized around? 
A. Restore Loop and Evolve Loop    
B. Solve Loop and Evolve Loop    
C. Resolve Loop and Restore Loop    
D. Solve Loop and Restore Loop

In which practice would you create the Style Guide? 
A. Content Health    
B. Process Integration
C. Improve    
D. Capture    

What is the name of a statement used as part of the KCS communication plan that is intended to engage people to learn more?
A. The mission statement
B. The elevator pitch
C. The purpose statement
D. The vision statement

What is an example of a leading/lagging indicator?
A. Average Speed to Answer (ASA) / Customer Satisfaction
B. Average Speed to Answer (ASA) / Abandon Rate
C. Customer Satisfaction / Number of Articles Created
D. First Contact Resolution (FCR) / Abandon Rate

Who normally performs the knowledge monitoring process? 
A. KCS Publishers    
B. Everyone    
C. KCS Program Team
D. KCS Coaches    

What does UFFA mean in the context of KCS? 
a.Understand It, Flag It, Fix It, Add It   b.Use It, Flag It, Fix It, Add It  
c.Use It, Flag It, Fix It, Append It    
d.Use It, Format It, Fix It, Add It

Which document is most likely to contain an elevator pitch?
A. Vision Statement
B. Purpose Statement
C. KCS Project Charter
D. Communications Plan

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations?
A. Internal service providers collaborating on the best way to capture knowledge.
B. High-tech companies that study how knowledge assists with external support.
C. Companies evaluating how knowledge can support business processes.
D. Customer service organizations working to solve industry-wide challenges.

What role focuses on monitoring processes and mentoring people? 
A. KCS Co-coordinator/Manager    
B. KCS Coach    
C. KCS Domain Expert    
D. KCS Publisher

What is a responsibility of the KCS Council? 
A. Determine when knowledge should be obsolete and archived.
B. Define and communicate the vision.
C. Serve as a change advisory board for the knowledge management processes.
D. Coordinate regular feedback to the KCS Manager during the pilot phase.    

Which KCS role is responsible for seeding the knowledge base?
A. KCS Contributor
B. Everyone
C. KCS Pilot Team
D. KCS Publisher

Which of the following drives understanding of, engagement with, and a belief in the KCS implementation? 
A. Quality Criteria
B. Competency Model    
C. Communications Plan    
D. Balanced Scorecard    

What is a definition of Knowledge Centered Support?
A. A method for sharing knowledge with other support center analysts.
B. A book that defines knowledge management within the support industry.
C. A process by which support knowledge is published for self-service.
D. A set of knowledge management best practices for support centers.

Who normally performs the knowledge monitoring process?
A. KCS Publishers
B. KCS Coaches
C. KCS Program Team
D. Everyone

Which KCS role makes knowledge articles available for self-services? 
A. KCS Candidate    
B. KCS Domain Manager    
C. KCS Publisher
D. KCS Contributor    

Improved reputation, decreased costs, and scalability are examples of what? 
A. Expected return from an investment in KCS for the business.    
B. Measurements within the KCS balanced scorecard.    
C. Disadvantages of implementing KCS in the support center.    
D. Quick wins within the incident management process.

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. Management
B. KCS Domain Manager    
C. KCS Council    
D. KCS Manager    

What role focuses on monitoring processes and mentoring people? 
A. KCS Coach    
B. KCS Domain Expert    
C. KCS Publisher
D. KCS Co-coordinator/Manager    

What is the primary purpose of knowledge monitoring? 
A. Create a knowledge quality index.
B. Identify and eliminate redundancy.
C. Improve the skills of the analysts.
D. Ensure that the process is being followed.

What is a common benefit from implementing Knowledge Centered Support (KCS)? 
A. Enabling an e-services strategy
B. Reducing competencies needed for L2 support
C. Increasing employee attrition (turnover)
D. Reducing the need for L2 escalations

What is one of the key considerations when selecting the KCS Program Team? 
a.Ability to influence others    
b.Experience with Knowledge Management   c.Business knowledge    
d.Understanding of the double loop concepts

What is a responsibility of the KCS Council? a. Coordinate regular feedback to the KCS Manager during the pilot phase.
b. Define and communicate the vision.
c. Determine when knowledge should be obsolete and archived.
d. Serve as a change advisory board for the knowledge management processes.

What is the best reason to have a communications plan? 
A. It informs all stakeholders of the objectives of the initiative.    
B. It eliminates the common excuse of “I didn’t know.”    
C. It provides management with a tool for delivering messages.
D. It is a defined as a project requirement by the Project Management Institute.    

What creates a basis for random sampling and defines how knowledge will be scored? 
A. Performance Triangulation
B. Performance Assessment    
C. KCS Quality Criteria    
D. Content Standard    

When developing a performance model, it is important to define the leading and lagging indicators. What do you need to consider when establishing key performance indicators? 
a.Activity-based metrics    
b.Alignment with organizational goals   c.Results-based metrics    
d.Triangulation

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond?
A. That is a possible outcome of any initiative.
B. No! Of course not. We need you.
C. Tell me why you think that is a concern.
D. I am not permitted to answer that question.

When implementing KCS in your organization, what should you develop early in the process?
A. A compelling statement
B. The strategic framework
C. The adoption roadmap
D. The quality criteria

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
A. Clarify that no jobs will be lost as a result of KCS implementation.    
B. Be sensitive to their feelings and ask how they came to this conclusion.   
C. Be aware of the human resources policy for dealing with these questions.    
D. Tell them about the many benefits of KCS and how customer satisfaction will improve.

In which KCS practice will you find the concept of demand-driven article review?
A. Performance Assessment
B. Improve
C. Capture
D. Content Health

What document defines who will have the ability to modify a knowledge article? 
A. Style Guide    
B. Content Standard    
C. Visibility Matrix
D. Strategic Framework    

Where in the KCS methodology are Access Rights defined? 
A. Job Description    
B. Competency Model    
C. Content Standard    
D. Visibility Matrix

What is one of the components of a KCS Strategic Framework? 
A. Key Performance Indicators    
B. Tactical Work Plans
C. Business Strategy    
D. Business Objective    

Which statement best describes the Evolve Loop? 
A. A series of events to enhance knowledge through reuse.    
B. A set of practices and policies that govern the Solve Loop.    
C. Individual workflows driven by the problem-solving process.    
D. Transactional processes that recur frequently.

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.   b.Create a vision and communication plan.   c.Measure how analysts are adhering to the process.   d.Require teams to be involved in the project.

What is a primary benefit of a strategic framework for the KCS initiative? 
A. It aligns the measurements from the ROI calculation with the balanced scorecard.
B. It defines the messaging that will drive the communications plan.
C. It defines the requirements, resources, and expected outcomes of the initiative.
D. It aligns the objectives of the initiative to the objectives of the stakeholders.

Technology is very important to successfully implementing KCS. What is an important functional requirement to ensure that Solve Loop can be enabled? 
a.The ability to capture the analyst’s context, environment, issue, and cause.   b.The ability to provide visibility management options based upon a user’s role and department.    
c.The ability to search metadata to find knowledge articles developed by trusted teammates.    
d.The ability to support all the KCS processes at the speed of conversation.

What should you do when handling an objection to your KCS initiative? 
A. Tell them this is going forward with or without them.
B. Offer a more detailed perspective in order to persuade them.    
C. Rationalize the financial benefits to the organization.    
D. Seek to understand the issue from the other person’s perspective.    

How can an existing article be enhanced to improve findability? 
A. Tag the article as a frequently asked question.
B. Link the article to more incidents.
C. Add additional customer context when it is found.
D. Number the steps within the resolution.

What is one of the responsibilities of a KCS Candidate? 
a.Being familiar with various search engines. b.Fixing articles based upon demand.   c.Flagging existing articles that need to be fixed.    
d.Modifying articles based upon the content standard.

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
A. Problem Management and Change Management    
B. Configuration Management and Asset Management    
C. Availability Management and Capacity Management    
D. Service Level Management and Financial Management

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management?
A. Resource Management
B. Availability Management
C. Problem Management
D. Configuration Management

What is one of the primary responsibilities of the Knowledge Domain Expert? 
A. Manage the health of the knowledge base.
B. Document resolutions of escalated issues using the content standard.
C. Seed the knowledge base with known errors.
D. Define and document the scope of the knowledge base.

Why is it important to search the knowledge base after you solve an issue? 
A. To follow the process.
B. To minimize redundancy.
C. To find similar symptoms.
D. To create a framed article.

Goals should be set on which type of metrics? 
A. Key Performance Indicators
B. Leading Indicators
C. Lagging Indicators
D. Service Level Indicators

The Solve Loop within the KCS model consists of four practices. What is a practice in the Solve loop? 
A. Seek to Understand
B. Just-in-Time Article Quality
C. Structure
D. Capture in the Customer’s Context

Which of the following is a leading indicator
A. Participation Rate
B. Knowledge Quality Index
C. Cost per Incident
D. Customer Satisfaction

What is a responsibility of a coach in the KCS Competency model?
A. Ensure that only select analysts are able to author articles.
B. Work with analysts to develop new methods and procedures to improve the process.
C. Facilitate continuous process improvement and skills development.
D. Develop skills outside the process to enhance knowledge maintenance.

What is a key concept of the Capture practice? 
A. Knowledge is created as a by-product of solving problems.
B. Knowledge must be available to all analysts all the time.
C. Knowledge is validated before it is published to customers.
D. Knowledge must be relevant to the audience.

Improved reputation, decreased costs, and scalability are examples of what? 
A. Measurements within the KCS balanced scorecard.
B. Disadvantages of implementing KCS in the support center.
C. Expected return from an investment in KCS for the business.
D. Quick wins within the incident management process.

Why is it important to develop answers to potential objections related to KCS prior to implementation? 
A. It is easier to handle objections consistently with a well thought-out message.
B. It alleviates all concerns of the stakeholders before they raise them.
C. It ensures support of all stakeholders in the KCS initiative.
D. It deals with difficult team members sooner rather than later.

Which KCS role has the ability to fix a knowledge articles as long as it is not visible to the customer? 
A. KCS Domain Expert
B. KCS Contributor
C. KCS Candidate
D. KCS Publisher

What role focuses on monitoring processes and mentoring people? 
A. KCS Domain Expert
B. KCS Coach
C. KCS Co-coordinator/Manager
D. KCS Publisher

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
A. Tell them about the many benefits of KCS and how customer satisfaction will improve.
B. Be sensitive to their feelings and ask how they came to this conclusion.
C. Be aware of the human resources policy for dealing with these questions.    
D. Clarify that no jobs will be lost as a result of KCS implementation.

What is the minimum number of knowledge states necessary for a KCS article life cycle? 
A. 3    
B. 2    
C. 4    
D. 5

Where in KCS is it important to consider the wave concept? 
A. KCS adoption program
B. Strategic framework
C. Visibility matrix
D. Training and communication

What is a definition of Knowledge Centered Support? 
a.A book that defines knowledge management within the support industry.   b.A method for sharing knowledge with other support center analysts.
c.A process by which support knowledge is published for self-service.
d.A set of knowledge management best practices for support centers.

Which KCS role is responsible for the designing the implementation and building the foundation? 
A. Management
B. KCS Council    
C. KCS Program Team    
D. KCS Manager    

Which KCS role is also known as the Knowledge Candidate? 
A. Domain Expert    
B. KCS III
C. KCS II    
D. KCS I    

What output of Service Level Management helps set expectations for support partners in terms of capturing and sharing knowledge? 
A. Service Level Objectives (SLO’s)
B. Service Level Agreements (SLAs)
C. Operating Level Agreements (OLAs)
D. Standard Operating Performance (SOPs)

What is one of the components of a KCS Strategic Framework?
A. Tactical Work Plans
B. Key Performance Indicators
C. Business Strategy
D. Business Objective

What role has the responsibility for making knowledge available for self-service purposes? 
A. KCS Contributor
B. KCS Manager
C. KCS Publisher
D. Knowledge Domain Expert

Which service management process is impacted most often by KCS? 
A. Capacity Management
B. Configuration Management
C. Incident Management
D. Service Level Management

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Availability Management
B. Configuration Management
C. Problem Management
D. Resource Management

Which double-loop element has systemic and organizational characteristics? 
A. Tactical Loop
B. Tactical Strategic Loop    
C. Solve Loop    
D. Evolve Loop

Where in KCS can you find Performance Assessment and Leadership? 
A. Workforce Management
B. Solve Loop
C. Quality Management    
D. Evolve Loop    

What are the three levels of KCS benefits? 
A. Operational, tactical, strategic
B. Direct, applied, leveraged
C. Significant, major, minor
D. Centralized, distributed, virtual

What is the minimum structure of a knowledge article as defined by the KCS methodology? 
a.Issue, Environment, Cause, Resolution   b.Issue, Environment, Cause, Resolution, Metadata
c.Issue, Environment, Resolution, Metadata   d.Issue, Resolution

What aspect of an article may identify a pending action? 
A. Environment    
B. Version
C. Knowledge State    
D. Author    

When implementing KCS in your organization, what should you develop early in the process? 
A. The strategic framework
B. A compelling statement    
C. The adoption roadmap    
D. The quality criteria    

In which practice would you create the Style Guide? 
A. Improve    
B. Content Health    
C. Process Integration
D. Capture    

What is an example of a leading indicator? 
A. Customer loyalty or satisfaction    
B. The number of incidents solved using knowledge
C. The knowledge quality index    
D. The cost per resolution    

What is a primary benefit of implementing KCS? 
A. Smarter support analysts to service customer
B. Improve the support center’s operational efficiency.    
C. Increase the support staff’s time to proficiency.    
D. Identification of trends in incidents and problems.    

What are similarities between ITIL and KCS? 
A. Both are based on process and best practices    
B. Both are frameworks for process improvement    
C. Both define standards for Knowledge Management    
D. Both rely on tools and technology for success

When you developed the strategic framework, you had to identify the key stakeholders. When else is it important to identify the stakeholders? 
a.When you configure the enabling technology.    
b.When you create the content standard.   c.When you define the knowledge monitoring process.
d.When you develop the communications plan.

Who is responsible for the quality of the knowledge? 
A. Knowledge Engineers    
B. Management    
C. Everyone    
D. Support Analysts

What aspect of an article may identify a pending action?
A. Environment
B. Knowledge State
C. Author
D. Version

In which practice would you create the Style Guide? 
A. Improve    
B. Process Integration
C. Content Health    
D. Capture    

What should you do before you seek to solve an issue? 
A. State the issue clearly, in your own words.
B. Seek out analysts who know more about the product.    
C. Set an expectation for the customer that this may take some time.    
D. Search to see if it is a known to the organization.    

What is the least likely reason to implement KCS? 
a.To capture knowledge of senior support analysts.    
b.To learn from the customer’s experience.   c.To lower support costs.
d.To provide answers to complex issues.

What should be included in a good content standard? 
A. A list of external knowledge repositories that are trusted.    
B. Explanation of how to calculate knowledge quality index.
C. Definition of the life cycle of a knowledge article.    
D. Details on the roles and responsibilities of analysts.    

What is a responsibility of the KCS Contributor role in the KCS competency model? 
A. Monitor processes and mentor people.
B. Establish the vision of the KCS implementation.    
C. Monitor and enhance the health of the knowledge base.
D. Fix articles on demand and finish framed articles.

Which are Evolve Loop practices? 
A. Qualitative, Quantitative and Goal Oriented Measurements    
B. Structure and Article Health Assessment
C. Communication and Solution Article Improvement    
D. Performance Assessment and Leadership & Communication    

Some of the critical success factors for implementing KCS include executive commitment, measuring the right things, and selecting the right coaches. What is another critical success factor?
A. Developing a long communication plan.
B. Getting the initial funding.
C. Selecting a vendor to guide you.
D. Picking the right people.

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.
b.Define the visibility of articles, hyperlinks and graphics.
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

What is a Knowledge Quality Index? 
a.A score calculated by averaging the customer feedback on each knowledge document.    
b.A score calculated by averaging the results of random sampling of contributed articles.   c.A score calculated by dividing the number of articles linked by the number of issues reported.    
d.A score calculated by dividing the number of citations by the number of articles linked.

What is the primary objective of the strategic framework? 
A. Link the benefits of KCS with the goals of the organization.    
B. Create a balanced scorecard of overall performance.    
C. Map out a wave-flow analysis to identify impact and risk.
D. Establish a triangulation of balanced metrics.    

Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program?
a.KCS Coach
b.KCS Council
c.KCS Program Team
d.Sponsor

Which service management process is impacted most often by KCS? 
A. Capacity Management    
B. Service Level Management
C. Incident Management    
D. Configuration Management    

The Solve Loop within the KCS model consists of four practices. What is a practice in the Solve loop?
A. Structure
B. Just-in-Time Article Quality
C. Capture in the Customer’s Context
D. Seek to Understand

In which KCS practice will you find the concept of demand-driven article review?
A. Capture
B. Performance Assessment
C. Content Health
D. Improve

Which KCS role has the ability to fix a knowledge articles as long as it is not visible to the customer?
A. KCS Domain Expert
B. KCS Publisher
C. KCS Candidate
D. KCS Contributor

What is important for the leadership to define in order to establish a common direction? 
a.A Vision    
b.Rewards and Recognition Program   c.Performance Metrics    
d.Technology Framework

What process is used to evaluate the quality of articles that are being contributed? 
A. Ticket monitoring
B. Knowledge Monitoring    
C. Service Level Management    
D. Incident Management    

What information within a knowledge document frames the article?
A. The issue and resolution
B. The issue, environment, and resolution
C. The issue, environment, cause, and resolution
D. The issue and environment

What is a key concept within Capture practice? 
A. Capture in the user’s context    
B. Structured problem solving
C. Content is king    
D. Content vitality    

What are the three components of the KCS model? 
a.Inputs, outputs, and activities   b.Knowledge, solve loop, and evolve loop   c.Leadership, content health, and performance assessment    
d.Process enablers, process controls, and process triggers

What is a principle of the Reuse practice?
a. Citations are given when articles are linked. b. Quality articles are findable and usable.
c. Seek to understand what we collectively know.
d. Use It, Flag It, Fix It, or Add it

Which KCS role makes knowledge articles available for self-services? 
A. KCS Domain Manager    
B. KCS Publisher
C. KCS Candidate    
D. KCS Contributor    

What is a responsibility of the KCS Council? a. Coordinate regular feedback to the KCS Manager during the pilot phase.
b. Define and communicate the vision.
c. Determine when knowledge should be obsolete and archived.
d. Serve as a change advisory board for the knowledge management processes.

What is a knowledge state?
A. The status of an article within the life cycle.
B. The address of an article within the knowledge base.
C. The position of an article within a domain.
D. The location of an article within a workflow.

When should a knowledge article be reviewed? a. After it is three months old.
b. Immediately after it has been added to the knowledge base.
c. When the reuse counter exceeds three.
d. Whenever the article is used.

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation?
A. Tell them about the many benefits of KCS and how customer satisfaction will improve.
B. Be sensitive to their feelings and ask how they came to this conclusion.
C. Be aware of the human resources policy for dealing with these questions.
D. Clarify that no jobs will be lost as a result of KCS implementation.

What should you do when handling an objection to your KCS initiative?
A. Rationalize the financial benefits to the organization.
B. Offer a more detailed perspective in order to persuade them.
C. Seek to understand the issue from the other person’s perspective.
D. Tell them this is going forward with or without them.

Checklists and scorecards are an important part of what process or component within KCS?
A. Style guides
B. Knowledge monitoring
C. Performance management
D. Content standards

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations?
A. Companies evaluating how knowledge can support business processes.
B. High-tech companies that study how knowledge assists with external support.
C. Customer service organizations working to solve industry-wide challenges.
D. Internal service providers collaborating on the best way to capture knowledge.

Which role within KCS has the authority to modify knowledge that is viewable to a customer?
A. KCS Candidate
B. KCS Contributor
C. KCS Editor
D. KCS Publisher

Technology is very important to successfully implementing KCS. What is an important functional requirement to ensure that Solve Loop can be enabled? 
a.The ability to capture the analyst’s context, environment, issue, and cause.   b.The ability to provide visibility management options based upon a user’s role and department.
c.The ability to search metadata to find knowledge articles developed by trusted teammates.
d.The ability to support all the KCS processes at the speed of conversation.

Which of the following is a common reason for implementing KCS?
a. Increase analyst attrition rates.
b. Increase customer satisfaction.
c. Increase the number of calls within the support center.
d. Increase the responsibilities of the support center.

What is the primary focus of the Capture practice?
A. To define clear roles and responsibilities for capturing knowledge.
B. To capture knowledge as a by-product of problem solving.
C. To utilize a standard template and structure to capture knowledge.
D. To improve the readability and consistency of knowledge articles.

What is a knowledge state?
a. The address of an article within the knowledge base.
b. The location of an article within a workflow.
c. The position of an article within a domain. d. The status of an article within the life cycle.

Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program?
A. KCS Council
B. KCS Coach
C. KCS Program Team
D. Sponsor

In which practice would you create the Style Guide?
A. Capture
B. Improve
C. Process Integration
D. Content Health

When implementing KCS in your organization, what should you develop early in the process?
A. The quality criteria
B. A compelling statement
C. The adoption roadmap
D. The strategic framework

The KCS methodology is represented by a double-loop model. Which loop represents systematic processes and organizational responsibilities?
A. The Evolve Loop
B. The Management Loop
C. The Corporate Loop
D. The Solve Loop

Which KCS role is responsible for the designing the implementation and building the foundation?
A. Management
B. KCS Council
C. KCS Manager
D. KCS Program Team

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
A. Service Level Management and Financial Management
B. Configuration Management and Asset Management    
C. Problem Management and Change Management    
D. Availability Management and Capacity Management    

Which KCS role is responsible for seeding the knowledge base?
A. Everyone
B. KCS Publisher
C. KCS Contributor
D. KCS Pilot Team

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Resource Management
B. Configuration Management
C. Availability Management
D. Problem Management

Licensed to Drive” is part of which KCS concept? 
A. Stakeholder Model
B. Competency Model
C. Context Model
D. Reputation Model

Who is the proprietor of KCS?
A. Institute of Quality assurance
B. Consortium of Service Improvement
C. Consortium for Service Innovation
D. Office of Government Commerce (OGC)

Which KCS role has the ability to fix a knowledge articles as long as it is not visible to the customer?
A. KCS Candidate
B. KCS Domain Expert
C. KCS Contributor
D. KCS Publisher

What is a definition of Knowledge Centered Support?
A. A book that defines knowledge management within the support industry.
B. A set of knowledge management best practices for support centers.
C. A method for sharing knowledge with other support center analysts.
D. A process by which support knowledge is published for self-service.

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative?
a. Allocate the funds for the project.
b. Create a vision and communication plan. c. Measure how analysts are adhering to the process.
d. Require teams to be involved in the project.

What is an example of a leading indicator?
A. The cost per resolution
B. The knowledge quality index
C. The number of incidents solved using knowledge
D. Customer loyalty or satisfaction

What is a principle of the Reuse practice?
A. Use It, Flag It, Fix It, or Add it
B. Citations are given when articles are linked.
C. Quality articles are findable and usable.
D. Seek to understand what we collectively know.

What creates a basis for random sampling and defines how knowledge will be scored? 
a.Content Standard
b.KCS Quality Criteria    
c.Performance Assessment    
d.Performance Triangulation

What is a key concept of the Capture practice?
A. Knowledge is validated before it is published to customers.
B. Knowledge must be relevant to the audience.
C. Knowledge is created as a by-product of solving problems.
D. Knowledge must be available to all analysts all the time.

How does KCS support Release Management?
A. Articles are obsolete when releases are scheduled.
B. Articles are deleted when changes are approved.
C. Articles are updated when changes are approved.
D. Articles are updated when changes are released.

Which KCS role is limited to using existing articles, flagging articles as necessary, and adding new articles? 
A. KCS Contributor    
B. KCS Candidate    
C. KCS Publisher
D. KCS Domain Expert    

Goals should be set on which type of metrics? 
A. Lagging Indicators    
B. Leading Indicators    
C. Key Performance Indicators    
D. Service Level Indicators

Who is the proprietor of KCS? 
a.Consortium of Service Improvement   b.Consortium for Service Innovation   c.Institute of Quality assurance    
d.Office of Government Commerce (OGC)

Which service management process is impacted most often by KCS?
A. Incident Management
B. Capacity Management
C. Configuration Management
D. Service Level Management

What is an example of an optional knowledge state? 
A. Published
B. Obsolete    
C. Draft    
D. Approved    

What information within a knowledge document frames the article?
A. The issue and environment
B. The issue, environment, and resolution
C. The issue and resolution
D. The issue, environment, cause, and resolution

Which role within KCS has the authority to modify knowledge that is viewable to a customer? 
A. KCS Editor    
B. KCS Publisher
C. KCS Contributor    
D. KCS Candidate    

What role focuses on monitoring processes and mentoring people? 
A. KCS Coach    
B. KCS Domain Expert    
C. KCS Co-coordinator/Manager    
D. KCS Publisher

When developing a performance model, it is important to define the leading and lagging indicators. What do you need to consider when establishing key performance indicators? 
a.Activity-based metrics    
b.Alignment with organizational goals   c.Results-based metrics    
d.Triangulation

What is the least likely reason to implement KCS?
a. To capture knowledge of senior support analysts.
b. To learn from the customer’s experience. c. To lower support costs.
d. To provide answers to complex issues.

What is a KCS Adoption Program? 
a.Operational plan for implementing KCS   b.Project plan for implementing KCS   c.Strategic plan for implementing KCS   d.Tactical plan for implementing KCS

When developing a flow and wave matrix, what is the first thing you should consider? a. Identification of each support team
b. Management to be involved
c. Number of Analysts involved
d. Impact of support teams on KCS

What is an example of a leading indicator?
A. The number of incidents solved using knowledge
B. Customer loyalty or satisfaction
C. The knowledge quality index
D. The cost per resolution

Which KCS role is responsible for managing/supervising the KCS Coaches?
A. KCS Manager
B. KCS Council
C. KCS Domain Manager
D. Management

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Resource Management
B. Configuration Management    
C. Availability Management    
D. Problem Management    

You have just been asked by a senior manager to whom you have never spoken to before for your thoughts about the new knowledge management initiative. What item from the communications plan will benefit you most in responding, if you developed it before this encounter?
A. The simple messages
B. The frequently asked questions
C. The management training
D. The elevator pitch

Achievement is one of the top four motivating factors. What is another motivating factor?
A. Promotion
B. Responsibility
C. Training
D. Salary

What aspect of an article may identify a pending action? 
A. Environment    
B. Knowledge State    
C. Author    
D. Version

Where in the KCS methodology are Access Rights defined?
A. Job Description
B. Visibility Matrix
C. Content Standard
D. Competency Model

What service management process is integrated with Knowledge Centered Support? 
A. Capacity Management    
B. Error Management    
C. Asset Management    
D. Problem Management

Goals should be set on which type of metrics? 
A. Service Level Indicators
B. Key Performance Indicators    
C. Lagging Indicators
D. Leading Indicators    

Which double loop process is Knowledge Centered Support organized around?
A. Resolve Loop and Restore Loop
B. Restore Loop and Evolve Loop
C. Solve Loop and Restore Loop
D. Solve Loop and Evolve Loop

What is the primary purpose of an elevator pitch? 
a.To capture the interest of the listener.   b.To communicate a simple message.
c.To gain the commitment of an executive.   d.To offer your support for the initiative.

What document defines who will have the ability to modify a knowledge article?
A. Style Guide
B. Content Standard
C. Visibility Matrix
D. Strategic Framework

ou are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative?
A. Directives
B. Fear
C. Recognition
D. Embarrassment

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation?
A. Clarify that no jobs will be lost as a result of KCS implementation.
B. Be aware of the human resources policy for dealing with these questions.
C. Be sensitive to their feelings and ask how they came to this conclusion.
D. Tell them about the many benefits of KCS and how customer satisfaction will improve.

What is important for the leadership to define in order to establish a common direction? 
a.A Vision    
b.Rewards and Recognition Program   c.Performance Metrics    
d.Technology Framework

Who is responsible for determining when knowledge has become obsolete and should be archived?
A. Knowledge Domain Expert
B. KCS Coach
C. Knowledge Engineer
D. KCS Sponsor

When creating your visibility matrix for KCS, which aspect should you focus on?
A. Access and modification rights
B. Roles and responsibilities
C. The target audience for the communications strategy
D. Defining the audience for the published knowledge

Which of the following should be integrated into your existing incident management process?
A. Use It, Flag It, Fix It, Add It.
B. Multi-channeled support, including e-mail, chat, and self-service.
C. Technologies that capture the customers context.
D. Self-support via a Web-enabled knowledge base.

You have been asked to develop a communications plan for your KCS project. What should you be sure to include in this plan?
A. Standard templates for communications
B. A branding strategy
C. Messaging for each audience
D. Communication policies

What Information within a knowledge document frames the article?

What set of documents defines how to capture, structure, and manage quality knowledge articles?
A. Quality Control Standard
B. Content Standard
C. Knowledge Standard
D. Style Guide

Which of the following is least likely to motivate staff?
A. Monetary compensation
B. A sense of achievement
C. Additional responsibility
D. The level of challenge

What is defined as a findable, reusable, and structured object that contains the customer’s experience, the analyst’s findings, and metadata?
A. A knowledge article
B. A content standard
C. A template
D. A resolution or an answer

Which of the following is a benefit of the Reuse practice?
A. Improve the readability of knowledge articles.
B. Capture information in the customer’s context.
C. Determine whether or not someone else is working on the same or similar issue.
D. Search early, search often.

Within the problem solving process, what is one task that needs to be repeated multiple times? 
A. Content Validation    
B. Structuring
C. Searching    
D. Quality Scoring    

Who is responsible for the communications plan? 
A. The Leadership Team    
B. The KCS Coach    
C. The Program Team
D. The Knowledge Manager    

You have been tasked to define the Pilot Team for your KCS initiative. What should you consider when inviting people to participate on this team?
A. Do they have free time in the current workload?
B. Are they a candidate to become a KCS Coach?
C. Have they been trained in Knowledge Centered Support?
D. Have they contributed to the knowledge base in the past?

What are similarities between ITIL and KCS?
A. Both are based on process and best practices
B. Both are frameworks for process improvement
C. Both define standards for Knowledge Management
D. Both rely on tools and technology for success

What is the name of a statement used as part of the KCS communication plan that is intended to engage people to learn more?
A. The purpose statement
B. The vision statement
C. The elevator pitch
D. The mission statement

What output of Service Level Management helps set expectations for support partners in terms of capturing and sharing knowledge? 
a.Service Level Objectives (SLO’s)   b.Operating Level Agreements (OLAs)   c.Service Level Agreements (SLAs)   d.Standard Operating Performance (SOPs)

What should you consider when developing a purpose statement for an initiative?
a. Can it be represented by an acronym?
b. Does it satisfy the SMART test?
c. Is it short and memorable?
d. Will it have an impact on revenue?

What document must be defined and communicated before implementing a knowledge monitoring process?
A. The Visibility Matrix
B. The Strategic Framework
C. The KCS Quality Criteria
D. The Report Distribution Matrix

What does UFFA mean in the context of KCS? a. Understand It, Flag It, Fix It, Add It
b. Use It, Flag It, Fix It, Add It
c. Use It, Flag It, Fix It, Append It
d. Use It, Format It, Fix It, Add It

Which KCS role is responsible for the designing the implementation and building the foundation?
A. Management
B. KCS Program Team
C. KCS Council
D. KCS Manager

What does the customer contribute to a knowledge article?
A. Resolution
B. Title
C. Cause
D. Environment

You have been asked to develop a communications plan for your KCS project. What should you be sure to include in this plan?
A. Messaging for each audience
B. A branding strategy
C. Standard templates for communications
D. Communication policies

What is the purpose of the content standard? 
A. Defines who can approve article state changes.    
B. Differentiates the KCS I, II and III roles.   d.Documents the linkage between KCS and Incident records.
C. Defines the quality criteria and usability for articles.    

Who is the proprietor of KCS?
A. Consortium of Service Improvement
B. Consortium for Service Innovation
C. Office of Government Commerce (OGC)
D. Institute of Quality assurance

Which practice is part of the Evolve Loop?
A. Capture in the Workflow
B. Structure
C. Reuse
D. Content Health

What is the primary focus of the Capture practice?
A. To improve the readability and consistency of knowledge articles.
B. To define clear roles and responsibilities for capturing knowledge.
C. To utilize a standard template and structure to capture knowledge.
D. To capture knowledge as a by-product of problem solving.

What process is used to evaluate the quality of articles that are being contributed?
A. Incident Management
B. Service Level Management
C. Ticket monitoring
D. Knowledge Monitoring

Who is responsible for the quality of the knowledge?
A. Everyone
B. Support Analysts
C. Knowledge Engineers
D. Management

Which KCS role is responsible for providing the vision, objectives, and resources?
A. KCS Council
B. KCS Manager
C. Sponsor
D. Management

What is a key concept of the Capture practice?
A. Knowledge must be relevant to the audience.
B. Knowledge is created as a by-product of solving problems.
C. Knowledge is validated before it is published to customers.
D. Knowledge must be available to all analysts all the time.

Who normally performs the knowledge monitoring process?
A. KCS Publishers
B. KCS Coaches
C. KCS Program Team
D. Everyone

What set of documents defines how to capture, structure, and manage quality knowledge articles?
A. Style Guide
B. Quality Control Standard
C. Knowledge Standard
D. Content Standard

Which KCS role is limited to using existing articles, flagging articles as necessary, and adding new articles?
A. KCS Domain Expert
B. KCS Publisher
C. KCS Contributor
D. KCS Candidate

Which KCS role makes knowledge articles available for self-services?
A. KCS Publisher
B. KCS Contributor
C. KCS Domain Manager
D. KCS Candidate

What service management process is integrated with Knowledge Centered Support? a. Asset Management
b. Capacity Management
c. Error Management
d. Problem Management

Which of the following is a leading indicator?
A. Customer Satisfaction
B. Cost per Incident
C. Knowledge Quality Index
D. Participation Rate

How does KCS support Release Management? a.Articles are deleted when changes are approved.    
b.Articles are updated when changes are approved.    
c.Articles are updated when changes are released.    
d.Articles are obsolete when releases are scheduled.

What is the first phase of the six-step KCS adoption process? 
A. Design the foundation.    
B. Define tool requirements.    
C. Assess the current state.    
D. Development of the Core KCS team.

What is one of the responsibilities of a KCS Candidate? 
a.Being familiar with various search engines.    b.Fixing articles based upon demand.    c.Flagging existing articles that need to be fixed.    
d.Modifying articles based upon the content standard.

How does KCS contribute to a sense of responsibility? 
A. The purpose statement    
B. Collective ownership for content    
C. Value for the business
D. The content standard    

What is an example of a leading indicator? a.Customer loyalty or satisfaction    
b.The cost per resolution    
c.The knowledge quality index    
d.The number of incidents solved using knowledge

What is the primary purpose of an elevator pitch? 
A. To capture the interest of the listener.    
B. To communicate a simple message.    
C. To gain the commitment of an executive.    d.To offer your support for the initiative.

In which practice would you create the Style Guide? 
a.Capture    
b.Content Health    
c.Improve    
d.Process Integration

Which KCS role is limited to using existing articles, flagging articles as necessary, and adding new articles? 
A. KCS Domain Expert    
B. KCS Publisher
C. KCS Candidate    
D. KCS Contributor    

Which KCS role makes knowledge articles available for self-services? 
A. KCS Candidate    
B. KCS Contributor    
C. KCS Publisher
D. KCS Domain Manager    

What is a difference between the solve loop and the evolve loop? 
A. The solve loop is transactional; the evolve loop is systemic.
B. The solve loop is operational; the evolve loop is strategic.    
C. The solve loop is systemic; the evolve loop is transactional.    
D. The solve loop is critical for success; the evolve loop is optional.    

What set of documents defines how to capture, structure, and manage quality knowledge articles? 
A. Content Standard    
B. Quality Control Standard    d.Style Guide
C. Knowledge Standard    

When implementing KCS in your organization, what should you develop early in the process? a.A compelling statement    
b.The adoption roadmap    
c.The quality criteria    
d.The strategic framework

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
A. Availability Management and Capacity Management    
B. Problem Management and Change Management    
C. Service Level Management and Financial Management
D. Configuration Management and Asset Management    

Checklists and scorecards are an important part of what process or component within KCS? 
A. Content standards    
B. Knowledge monitoring    
C. Performance management    
D. Style guides

What creates a basis for random sampling and defines how knowledge will be scored? a.Content Standard    
b.KCS Quality Criteria    
c.Performance Assessment    
d.Performance Triangulation

What is an example of a leading/lagging indicator? 
A. Average Speed to Answer (ASA) / Abandon Rate    
B. First Contact Resolution (FCR) / Abandon Rate    
C. Average Speed to Answer (ASA) / Customer Satisfaction    
D. Customer Satisfaction / Number of Articles Created

What are the three primary suppliers of a knowledge article? 
a.Customers, analysts, and the company    b.Documents, collaboration, and experience    c.Incidents, problems, and known errors    d.Technical support partners, suppliers, and analysts

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.    
b.Create a vision and communication plan.    c.Measure how analysts are adhering to the process.    
d.Require teams to be involved in the project.

What output of Service Level Management helps set expectations for support partners in terms of capturing and sharing knowledge? a.Service Level Objectives (SLO’s)    b.Operating Level Agreements (OLAs)    c.Service Level Agreements (SLAs)    d.Standard Operating Performance (SOPs)

What are the three levels of KCS benefits? a.Centralized, distributed, virtual    
b.Direct, applied, leveraged    
c.Operational, tactical, strategic    d.Significant, major, minor

What is a common benefit from implementing Knowledge Centered Support (KCS)? a.Enabling an e-services strategy    b.Increasing employee attrition (turnover)    c.Reducing competencies needed for L2 support    
d.Reducing the need for L2 escalations

What is the best reason to have a communications plan? 
A. It is a defined as a project requirement by the Project Management Institute.    
B. It informs all stakeholders of the objectives of the initiative.    
C. It eliminates the common excuse of “I didn’t know.”    
D. It provides management with a tool for delivering messages.

What is defined as a findable, reusable, and structured object that contains the customer’s experience, the analyst’s findings, and metadata? 
A. A content standard    
B. A resolution or an answer    
C. A knowledge article    
D. A template

What is a benefit of Structure? 
A. Ease of measurement    
B. Sets expectations for reuse
C. Saves the proper product name    
D. Promotes consistency and quality    

Who created Knowledge-Centered Support (KCS)? 
A. HDI    
B. The Consortium for Service Innovation (CSI)    d.The Office of Government Commerce (OGC)
C. The Consortium for Knowledge Management (CKM)    

What is the relationship between Knowledge Centered Support (KCS) and the IT Infrastructure Library (ITIL)? 
A. KCS and ITIL both need technology to be efficient and effective.    
B. KCS is integrated with the Change and Asset Management workflows.    
C. Both focus on how the processes/practices improve services to the customer.    
D. One of the IT Infrastructure Library processes is Knowledge Management.

What process is used to evaluate the quality of articles that are being contributed? 
A. Knowledge Monitoring    
B. Incident Management    
C. Service Level Management    
D. Ticket monitoring

Which of the following is a common reason for implementing KCS? 
A. Increase analyst attrition rates.    
B. Increase the responsibilities of the support center.
C. Increase customer satisfaction.    
D. Increase the number of calls within the support center.    

Within the problem solving process, what is one task that needs to be repeated multiple times? 
A. Content Validation    
B. Searching    
C. Structuring
D. Quality Scoring    

What role has the responsibility for making knowledge available for self-service purposes? a.KCS Contributor    
b.KCS Manager    
c.KCS Publisher    
d.Knowledge Domain Expert

Goals should be set on which type of metrics? a.Key Performance Indicators    
b.Lagging Indicators    
c.Leading Indicators    
d.Service Level Indicators

ou are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative? 
A. Fear    
B. Embarrassment    
C. Recognition
D. Directives    

What is defined as something that produces a negative result? 
A. A Constraint    
B. A Barrier    
C. A Limiter
D. A Ditch    

Which KCS role is responsible for providing the vision, objectives, and resources? 
A. Sponsor
B. Management    
C. KCS Manager    
D. KCS Council    

Who is responsible for the communications plan? 
A. The Program Team
B. The Leadership Team    
C. The KCS Coach    
D. The Knowledge Manager    

What is the first phase of the six-step KCS adoption process? 
A. Assess the current state.    
B. Design the foundation.    
C. Development of the Core KCS team.
D. Define tool requirements.    

Where in the KCS methodology are Access Rights defined? 
A. Job Description    
B. Visibility Matrix
C. Content Standard    
D. Competency Model    

What service management process is integrated with Knowledge Centered Support? a.Asset Management    
b.Capacity Management    
c.Error Management    
d.Problem Management

What document must be defined and communicated before implementing a knowledge monitoring process? 
A. The Visibility Matrix
B. The Strategic Framework    
C. The KCS Quality Criteria    
D. The Report Distribution Matrix    

Why is it important to search the knowledge base after you solve an issue? 
A. To minimize redundancy.    
B. To follow the process.    
C. To find similar symptoms.    
D. To create a framed article.

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Availability Management    
B. Resource Management
C. Configuration Management    
D. Problem Management     

What was the primary reason for the creation of KCS? 
a.To better leverage technologies in knowledge management processes.    
b.To capture, structure, and reuse knowledge.    c.To increase customer satisfaction through the use of knowledge.    
d.To provide a framework to compliment the ITIL framework.

he KCS methodology is represented by a double-loop model. Which loop represents systematic processes and organizational responsibilities? 
A. The Solve Loop
B. The Evolve Loop    
C. The Corporate Loop    
D. The Management Loop    

A citation is an example of what type of metric? 
A. Qualitative Metric
B. Leading indicator    
C. Lagging indicator    
D. Key Performance Indicator    

What role has the responsibility for making knowledge available for self-service purposes? 
A. KCS Manager    
B. KCS Publisher    
C. KCS Contributor    
D. Knowledge Domain Expert

What are the three components of the KCS model? 
a.Inputs, outputs, and activities    b.Knowledge, solve loop, and evolve loop    c.Leadership, content health, and performance assessment    
d.Process enablers, process controls, and process triggers

What is the primary purpose of knowledge monitoring? 
A. Create a knowledge quality index.    
B. Improve the skills of the analysts.
C. Ensure that the process is being followed.    
D. Identify and eliminate redundancy.    

What should you consider when developing a purpose statement for an initiative? 
a.Can it be represented by an acronym?    b.Does it satisfy the SMART test?    
c.Is it short and memorable?    
d.Will it have an impact on revenue?

What is a benefit of the KCS Competency Model? 
A. All users have equal opportunity to create quality knowledge articles.    
B. Knowledge is no longer developed outside the problem solving process.   
C. Only licensed drivers create articles and the database has a high level of integrity.    
D. The authority to create articles is defined by your length of time in the organization.

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond? 
a.I am not permitted to answer that question.    b.No! Of course not. We need you.    
c.Tell me why you think that is a concern.    d.That is a possible outcome of any initiative.

Which statement best describes the Evolve Loop? 
A. A series of events to enhance knowledge through reuse.    
B. Transactional processes that recur frequently.
C. Individual workflows driven by the problem-solving process.    
D. A set of practices and policies that govern the Solve Loop.    

What is a common benefit from implementing Knowledge Centered Support (KCS)? a.Enabling an e-services strategy    b.Increasing employee attrition (turnover)    c.Reducing competencies needed for L2 support    
d.Reducing the need for L2 escalations

Which KCS role is responsible for analyzing the knowledge usage and performing tasks related to problem management? 
A. KCS Publisher    
B. Management
C. KCS Coach    
D. KCS Domain Manager    

What is the purpose of the content standard? a.Defines the quality criteria and usability for articles.    
b.Defines who can approve article state changes.    
c.Differentiates the KCS I, II and III roles.    d.Documents the linkage between KCS and Incident records.

What is important for the leadership to define in order to establish a common direction? 
a.A Vision    
b.Rewards and Recognition Program    c.Performance Metrics    
d.Technology Framework

Where in KCS is it important to consider the wave concept? 
A. Training and communication    
B. Strategic framework    
C. KCS adoption program    
D. Visibility matrix

What is the Knowledge Quality Index? 
A. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.    
B. A score given to a person or group indicating the result of a review of the knowledge articles they contributed.
C. A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.    
D. A number assigned to each article indicating the article’s relevance.    

When implementing KCS in your organization, what should you develop early in the process? a.A compelling statement    
b.The adoption roadmap    
c.The quality criteria    
d.The strategic framework

What should you do when handling an objection to your KCS initiative? a.Offer a more detailed perspective in order to persuade them.    b.Rationalize the financial benefits to the organization.    c.Seek to understand the issue from the other person’s perspective.    d.Tell them this is going forward with or without them.

What is a definition of Knowledge Centered Support? 
A. A book that defines knowledge management within the support industry.    
B. A method for sharing knowledge with other support center analysts.    
C. A process by which support knowledge is published for self-service.    
D. A set of knowledge management best practices for support centers.

The issue and the resolution are two components of a knowledge article. What is the third? 
A. Incident Reference    
B. Environment    
C. Problem-Solving Steps    
D. Taxonomy / Categorization

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations? 
A. Customer service organizations working to solve industry-wide challenges.    
B. High-tech companies that study how knowledge assists with external support.   d.Internal service providers collaborating on the best way to capture knowledge.
C. Companies evaluating how knowledge can support business processes.   

What is a knowledge state? 
a.The address of an article within the knowledge base.    
b.The location of an article within a workflow.    
c.The position of an article within a domain.   d.The status of an article within the life cycle.

Which of the following is a common reason for implementing KCS? 
a.Increase analyst attrition rates.   b.Increase customer satisfaction.   c.Increase the number of calls within the support center.    
d.Increase the responsibilities of the support center.

What is a principle of the Reuse practice? 
a.Citations are given when articles are linked.    
b.Quality articles are findable and usable.   c.Seek to understand what we collectively know.    
d.Use It, Flag It, Fix It, or Add it

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond? 
A. I am not permitted to answer that question.    
B. Tell me why you think that is a concern.   d.That is a possible outcome of any initiative.
C. No! Of course not. We need you.    

You have just been asked by a senior manager to whom you have never spoken to before for your thoughts about the new knowledge management initiative. What item from the communications plan will benefit you most in responding, if you developed it before this encounter? 
A. The management training    
B. The simple messages
C. The elevator pitch    
D. The frequently asked questions    

What are the three components of the KCS model? 
a.Inputs, outputs, and activities   b.Knowledge, solve loop, and evolve loop   c.Leadership, content health, and performance assessment    
d.Process enablers, process controls, and process triggers

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.    
b.Define the visibility of articles, hyperlinks and graphics.    
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

What are three key components of the visibility matrix? 
a.Audience, Knowledge State, Access Rights b.Audience, Knowledge State, Reuse Counter c.Audience, Reuse Counter, Access Rights   d.Knowledge State, Reuse Counter, Access Rights

When creating your visibility matrix for KCS, which aspect should you focus on? 
A. Defining the audience for the published knowledge    
B. Roles and responsibilities    
C. Access and modification rights    
D. The target audience for the communications strategy

What was the primary reason for the creation of KCS? 
A. To capture, structure, and reuse knowledge.    
B. To increase customer satisfaction through the use of knowledge.    
C. To better leverage technologies in knowledge management processes.    
D. To provide a framework to compliment the ITIL framework.

The Solve Loop within the KCS model consists of four practices. What is a practice in the Solve loop? 
A. Seek to Understand
B. Structure    
C. Capture in the Customer’s Context  
D. Just-in-Time Article Quality    

You have been tasked to define the Pilot Team for your KCS initiative. What should you consider when inviting people to participate on this team? 
A. Are they a candidate to become a KCS Coach?    
B. Have they been trained in Knowledge Centered Support?    
C. Have they contributed to the knowledge base in the past?
D. Do they have free time in the current workload?    

You are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative? 
A. Fear    
B. Embarrassment    
C. Recognition
D. Directives    

In which KCS practice will you find the concept of demand-driven article review? 
A. Performance Assessment
B. Content Health    
C. Capture    
D. Improve    

Where in KCS can you find Performance Assessment and Leadership? 
A. Quality Management    
B. Evolve Loop    
C. Solve Loop    
D. Workforce Management

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. KCS Council    
B. KCS Domain Manager    
C. KCS Manager    
D. Management

What is defined as a findable, reusable, and structured object that contains the customer’s experience, the analyst’s findings, and metadata? 
A. A resolution or an answer    
B. A template
C. A content standard    
D. A knowledge article    

Which practice is part of the Evolve Loop? 
A. Content Health    
B. Capture in the Workflow    
C. Structure
D. Reuse    

What is a responsibility of a coach in the KCS Competency model? 
A. Ensure that only select analysts are able to author articles.    
B. Work with analysts to develop new methods and procedures to improve the process.
C. Develop skills outside the process to enhance knowledge maintenance.   
D. Facilitate continuous process improvement and skills development.    

What are the three levels of KCS benefits? 
A. Centralized, distributed, virtual    
B. Operational, tactical, strategic  
C. Direct, applied, leveraged    
D. Significant, major, minor

Which service management process is impacted most often by KCS? 
A. Capacity Management    
B. Service Level Management
C. Configuration Management    
D. Incident Management    

Achievement is one of the top four motivating factors. What is another motivating factor? 
A. Salary    
B. Promotion    
C. Responsibility    
D. Training

When should a knowledge article be reviewed? 
a.After it is three months old.   b.Immediately after it has been added to the knowledge base.    
c.When the reuse counter exceeds three.   d.Whenever the article is used.

What is important for the leadership to define in order to establish a common direction? 
a.A Vision    
b.Rewards and Recognition Program   c.Performance Metrics    
d.Technology Framework

What is an example of metadata? 
A. Author    
B. Hyperlinks    
C. Resolution    
D. Title

What is the relationship between Knowledge Centered Support (KCS) and the IT Infrastructure Library (ITIL)? 
A. KCS and ITIL both need technology to be efficient and effective.    
B. KCS is integrated with the Change and Asset Management workflows.    
C. Both focus on how the processes/practices improve services to the customer.    
D. One of the IT Infrastructure Library processes is Knowledge Management.

What document defines who will have the ability to modify a knowledge article? 
A. Visibility Matrix
B. Content Standard    
C. Strategic Framework    
D. Style Guide    

What is the first phase of the six-step KCS adoption process? 
A. Development of the Core KCS team.
B. Design the foundation.    
C. Assess the current state.    
D. Define tool requirements.    

What should be included in a good content standard? 
A. Details on the roles and responsibilities of analysts.    
B. A list of external knowledge repositories that are trusted.    
C. Definition of the life cycle of a knowledge article.    
D. Explanation of how to calculate knowledge quality index.

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond? 
A. Tell me why you think that is a concern.   d.That is a possible outcome of any initiative.
B. I am not permitted to answer that question.    
C. No! Of course not. We need you.    

What was the primary reason for the creation of KCS? 
A. To capture, structure, and reuse knowledge.    
B. To increase customer satisfaction through the use of knowledge.    
C. To provide a framework to compliment the ITIL framework.
D. To better leverage technologies in knowledge management processes.    

You have been asked to develop a communications plan for your KCS project. What should you be sure to include in this plan? 
A. Messaging for each audience    
B. Communication policies    
C. Standard templates for communications
D. A branding strategy    

What is the minimum number of knowledge states necessary for a KCS article life cycle? 
A. 3    
B. 5
C. 2    
D. 4    

What is a Knowledge Quality Index? 
a.A score calculated by averaging the customer feedback on each knowledge document.    
b.A score calculated by averaging the results of random sampling of contributed articles.   c.A score calculated by dividing the number of articles linked by the number of issues reported.    
d.A score calculated by dividing the number of citations by the number of articles linked.

What are the three levels of KCS benefits? 
A. Significant, major, minor
B. Centralized, distributed, virtual    
C. Direct, applied, leveraged    
D. Operational, tactical, strategic  

What is the primary “iterative” activity in the KCS Problem Solving process? 
a.Capture quickly, capture correctly   b.Develop once, update often    
c.Question often, question thoroughly   d.Search early, search often

Which of the following is a benefit of the Reuse practice? 
a.Capture information in the customer’s context.    
b.Determine whether or not someone else is working on the same or similar issue.   c.Improve the readability of knowledge articles.    
d.Search early, search often.

What is an example of metadata? 
A. Title
B. Resolution    
C. Hyperlinks    
D. Author    

Where in KCS is it important to consider the wave concept? 
A. KCS adoption program    
B. Strategic framework    
C. Training and communication    
D. Visibility matrix

Where in KCS can you find Performance Assessment and Leadership? 
A. Evolve Loop    
B. Quality Management    
C. Solve Loop    
D. Workforce Management

What is a benefit of the KCS Competency Model? 
A. Knowledge is no longer developed outside the problem solving process.   
B. Only licensed drivers create articles and the database has a high level of integrity.   d.The authority to create articles is defined by your length of time in the organization.
C. All users have equal opportunity to create quality knowledge articles.    

“Licensed to Drive” is part of which KCS concept? 
A. Context Model    
B. Reputation Model    
C. Stakeholder Model
D. Competency Model    

Within the problem solving process, what is one task that needs to be repeated multiple times? 
A. Quality Scoring    
B. Content Validation    
C. Structuring
D. Searching    

Which KCS role is responsible for the designing the implementation and building the foundation? 
A. KCS Program Team    
B. KCS Council    
C. KCS Manager    
D. Management

What role focuses on monitoring processes and mentoring people? 
A. KCS Coach    
B. KCS Co-coordinator/Manager    
C. KCS Publisher
D. KCS Domain Expert    

What is the least likely reason to implement KCS? 
a.To capture knowledge of senior support analysts.    
b.To learn from the customer’s experience.   c.To lower support costs.    
d.To provide answers to complex issues.

What is a ditch in a KCS initiative? 
a.A common issue with the technology.    
b.A common type of article that must be avoided.    
c.A known glitch in the process.   d.Something known to produce negative results.

What are the three components of the KCS model? 
a.Inputs, outputs, and activities   b.Knowledge, solve loop, and evolve loop   c.Leadership, content health, and performance assessment    
d.Process enablers, process controls, and process triggers

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. KCS Manager    
B. KCS Domain Manager    
C. KCS Council    
D. Management

What is a common benefit from implementing Knowledge Centered Support (KCS)? 
a.Enabling an e-services strategy   b.Increasing employee attrition (turnover)   c.Reducing competencies needed for L2 support    
d.Reducing the need for L2 escalations

Which KCS role is responsible for seeding the knowledge base? 
A. KCS Pilot Team
B. Everyone    
C. KCS Publisher    
D. KCS Contributor    

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Resource Management
B. Configuration Management    
C. Availability Management    
D. Problem Management    

What is the minimum structure of a knowledge article as defined by the KCS methodology? 
a.Issue, Environment, Cause, Resolution   b.Issue, Environment, Cause, Resolution, Metadata    
c.Issue, Environment, Resolution, Metadata   d.Issue, Resolution

Who created Knowledge-Centered Support (KCS)? 
A. The Office of Government Commerce (OGC)
B. HDI    
C. The Consortium for Knowledge Management (CKM)    
D. The Consortium for Service Innovation (CSI)    

The KCS methodology is represented by a double-loop model. Which loop represents systematic processes and organizational responsibilities? 
A. The Management Loop    
B. The Evolve Loop    
C. The Corporate Loop    
D. The Solve Loop

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
A. Problem Management and Change Management    
B. Configuration Management and Asset Management    
C. Availability Management and Capacity Management    
D. Service Level Management and Financial Management

When you developed the strategic framework, you had to identify the key stakeholders. When else is it important to identify the stakeholders? 
a.When you configure the enabling technology.    
b.When you create the content standard.   c.When you define the knowledge monitoring process.    
d.When you develop the communications plan.

What is a Knowledge State? 
a.It is a condition when information is defined as trusted knowledge.    
b.It is the form used to define knowledge.   c.It is the status of the article in the knowledge article life cycle.    
d.It is the time when tacit knowledge becomes explicit.

What is the primary purpose of an elevator pitch? 
a.To capture the interest of the listener.   b.To communicate a simple message.    
c.To gain the commitment of an executive.   d.To offer your support for the initiative.

What requirement should be implemented to enhance the Process Integration practice? 
A. Integrate the knowledge management system with the incident management system.    
B. All new articles are added directly to the review queue for validation.    
C. Reset the knowledge state to “Approved” after it is used three times to resolve incidents.
D. Automatic spellchecking of every contributed knowledge article.    

“Licensed to Drive” is part of which KCS concept? 
A. Context Model    
B. Stakeholder Model
C. Competency Model    
D. Reputation Model    

Why is it important to search the knowledge base after you solve an issue? 
A. To minimize redundancy.    
B. To find similar symptoms.    
C. To create a framed article.
D. To follow the process.    

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
A. Tell them about the many benefits of KCS and how customer satisfaction will improve.
B. Be sensitive to their feelings and ask how they came to this conclusion.   
C. Clarify that no jobs will be lost as a result of KCS implementation.    
D. Be aware of the human resources policy for dealing with these questions.    

When creating your visibility matrix for KCS, which aspect should you focus on? 
A. Defining the audience for the published knowledge    
B. Roles and responsibilities    
C. The target audience for the communications strategy
D. Access and modification rights    

What is the first phase of the six-step KCS adoption process? 
A. Define tool requirements.    
B. Development of the Core KCS team.
C. Design the foundation.    
D. Assess the current state.    

Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program? 
A. KCS Council    
B. Sponsor
C. KCS Coach    
D. KCS Program Team    

What is the best description of a characteristic of a successful KCS Coach? 
a.Has the greatest technical knowledge.   b.Identifies performance weaknesses and provides feedback.    
c.Promotes the development of people’s abilities.    
d.Works well in a stressful environment.

What is a KCS Adoption Program? 
a.Operational plan for implementing KCS   b.Project plan for implementing KCS   c.Strategic plan for implementing KCS   d.Tactical plan for implementing KCS

What document must be defined and communicated before implementing a knowledge monitoring process? 
A. The Report Distribution Matrix    
B. The KCS Quality Criteria    
C. The Visibility Matrix
D. The Strategic Framework    

Who created Knowledge-Centered Support (KCS)? 
A. The Consortium for Service Innovation (CSI)    
B. HDI    
C. The Office of Government Commerce (OGC)
D. The Consortium for Knowledge Management (CKM)    

What is the primary “iterative” activity in the KCS Problem Solving process? 
a.Capture quickly, capture correctly   b.Develop once, update often    
c.Question often, question thoroughly   d.Search early, search often

What is one of the primary responsibilities of the Knowledge Domain Expert? 
A. Manage the health of the knowledge base. d.Seed the knowledge base with known errors.
B. Define and document the scope of the knowledge base.    
C. Document resolutions of escalated issues using the content standard.   

What is a benefit of the KCS Competency Model? 
A. Only licensed drivers create articles and the database has a high level of integrity.   d.The authority to create articles is defined by your length of time in the organization.
B. Knowledge is no longer developed outside the problem solving process.   
C. All users have equal opportunity to create quality knowledge articles.    

You are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative? 
A. Fear    
B. Embarrassment    
C. Directives    
D. Recognition

What should you consider when developing a purpose statement for an initiative? 
a.Can it be represented by an acronym?   b.Does it satisfy the SMART test?    
c.Is it short and memorable?    
d.Will it have an impact on revenue?

What is a Knowledge Quality Index? 
a.A score calculated by averaging the customer feedback on each knowledge document.    
b.A score calculated by averaging the results of random sampling of contributed articles.   c.A score calculated by dividing the number of articles linked by the number of issues reported.    
d.A score calculated by dividing the number of citations by the number of articles linked.

Which KCS role makes knowledge articles available for self-services? 
A. KCS Candidate    
B. KCS Publisher
C. KCS Contributor    
D. KCS Domain Manager    

Who is responsible for determining when knowledge has become obsolete and should be archived? 
A. KCS Coach    
B. Knowledge Domain Expert    
C. KCS Sponsor    
D. Knowledge Engineer

Which KCS role is responsible for monitoring processes and mentoring people? 
A. KCS Publisher
B. KCS Candidate    
C. KCS Coach    
D. KCS Manager    

What is the last step in the knowledge monitoring process? 
a.Calculating a knowledge quality index and creating summary reports.   
b.Developing a balanced scorecard.   c.Providing feedback to analysts and management.    
d.Publishing summary reports.

What are the three levels of KCS benefits? 
A. Centralized, distributed, virtual    
B. Direct, applied, leveraged    
C. Significant, major, minor
D. Operational, tactical, strategic  

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond? 
A. I am not permitted to answer that question.    
B. No! Of course not. We need you.    
C. Tell me why you think that is a concern.   d.That is a possible outcome of any initiative.

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.    
b.Define the visibility of articles, hyperlinks and graphics.    
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

Which KCS role is limited to using existing articles, flagging articles as necessary, and adding new articles? 
A. KCS Candidate    
B. KCS Publisher
C. KCS Domain Expert    
D. KCS Contributor    

What are the three components of the KCS model? 
a.Inputs, outputs, and activities   b.Knowledge, solve loop, and evolve loop   c.Leadership, content health, and performance assessment    
d.Process enablers, process controls, and process triggers

What is the Knowledge Quality Index? 
A. A score given to a person or group indicating the result of a review of the knowledge articles they contributed.
B. A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.    
C. A number assigned to each article indicating the article’s relevance.    
D. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.    

What aspect of an article may identify a pending action? 
A. Environment    
B.  Version
C. Author    
D. Knowledge State    

What set of documents defines how to capture, structure, and manage quality knowledge articles? 
A. Content Standard    
B. Knowledge Standard    
C. Style Guide
D. Quality Control Standard    

Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program? 
A. sponsor
B. KCS Coach    
C. KCS Council    
D. KCS Program Team    

What are the three levels of KCS benefits? 
A. Significant, major, minor
B. Centralized, distributed, virtual    
C. Operational, tactical, strategic  
D. Direct, applied, leveraged    

When developing a performance model, it is important to define the leading and lagging indicators. What do you need to consider when establishing key performance indicators? 
a.Activity-based metrics    
b.Alignment with organizational goals   c.Results-based metrics    
d.Triangulation

What is an example of a leading indicator? 
A. The knowledge quality index    
B. Customer loyalty or satisfaction    
C. The number of incidents solved using knowledge
D. The cost per resolution    

What is defined as something that produces a negative result? 
A. A Ditch    
B. A Constraint    
C. A Barrier    
D. A Limiter

You have been tasked to define the Pilot Team for your KCS initiative. What should you consider when inviting people to participate on this team? 
A. Have they been trained in Knowledge Centered Support?    
B. Have they contributed to the knowledge base in the past?
C. Are they a candidate to become a KCS Coach?    
D. Do they have free time in the current workload?    

Which of the following responsibilities separates a KCS Candidate and a KCS Contributor role? 
a.Fixing articles on demand.    
b.Mentoring and coaching KCS Is.   c.Performing random article sampling.   d.Producing a content standard.

Why is it important to develop answers to potential objections related to KCS prior to implementation? 
A. It is easier to handle objections consistently with a well thought-out message.
B. It deals with difficult team members sooner rather than later.    
C. It ensures support of all stakeholders in the KCS initiative.    
D. It alleviates all concerns of the stakeholders before they raise them.    

Which KCS role has the ability to fix a knowledge articles as long as it is not visible to the customer? 
A. KCS Candidate    
B. KCS Contributor    
C. KCS Publisher
D. KCS Domain Expert    

Which double-loop element has systemic and organizational characteristics? 
A. Tactical Strategic Loop    
B. Solve Loop    
C. Evolve Loop    
D. Tactical Loop

What is a benefit of Structure? 
A. Saves the proper product name    
B. Sets expectations for reuse
C. Ease of measurement    
D. Promotes consistency and quality    

What role focuses on monitoring processes and mentoring people? 
A. KCS Publisher
B. KCS Coach    
C. KCS Domain Expert    
D. KCS Co-coordinator/Manager    

Who is responsible for the communications plan? 
A. The Program Team
B. The Knowledge Manager    
C. The KCS Coach    
D. The Leadership Team    

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
A. Tell them about the many benefits of KCS and how customer satisfaction will improve.
B. Be sensitive to their feelings and ask how they came to this conclusion.   
C. Clarify that no jobs will be lost as a result of KCS implementation.    
D. Be aware of the human resources policy for dealing with these questions.    

Who created Knowledge-Centered Support (KCS)? 
A. HDI    
B. The Office of Government Commerce (OGC)
C. The Consortium for Service Innovation (CSI)    
D. The Consortium for Knowledge Management (CKM)    

Some of the critical success factors for implementing KCS include executive commitment, measuring the right things, and selecting the right coaches. What is another critical success factor? 
a.Developing a long communication plan.   b.Getting the initial funding.    
c.Picking the right people.    
d.Selecting a vendor to guide you.

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.   b.Create a vision and communication plan.   c.Measure how analysts are adhering to the process.    
d.Require teams to be involved in the project.

The Solve Loop within the KCS model consists of four practices. What is a practice in the Solve loop? 
A. Capture in the Customer’s Context  
B. Seek to Understand
C. Just-in-Time Article Quality    
D. Structure    

When you developed the strategic framework, you had to identify the key stakeholders. When else is it important to identify the stakeholders? 
A. When you define the knowledge monitoring process.    
B. When you create the content standard.    
C. When you develop the communications plan.
D. When you configure the enabling technology.    

What is a common benefit from implementing Knowledge Centered Support (KCS)? 
a.Enabling an e-services strategy   b.Increasing employee attrition (turnover)   c.Reducing competencies needed for L2 support    
d.Reducing the need for L2 escalations

What is a benefit of the KCS Competency Model? 
A. Only licensed drivers create articles and the database has a high level of integrity.   d.The authority to create articles is defined by your length of time in the organization.
B. All users have equal opportunity to create quality knowledge articles.    
C. Knowledge is no longer developed outside the problem solving process.   

How does KCS support Release Management? 
A. Articles are updated when changes are released.    
B. Articles are deleted when changes are approved.    
C. Articles are obsolete when releases are scheduled.
D. Articles are updated when changes are approved.    

Which KCS role is responsible for monitoring processes and mentoring people? 
A. KCS Coach    
B. KCS Candidate    
C. KCS Publisher
D. KCS Manager    

The KCS methodology is represented by a double-loop model. Which loop represents systematic processes and organizational responsibilities? 
A. The Evolve Loop    
B. The Corporate Loop    
C. The Solve Loop
D. The Management Loop    

What is a definition of Knowledge Centered Support? 
a.A book that defines knowledge management within the support industry.   b.A method for sharing knowledge with other support center analysts.    
c.A process by which support knowledge is published for self-service.    
d.A set of knowledge management best practices for support centers.

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.    
b.Define the visibility of articles, hyperlinks and graphics.    
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

What is a principle of the Reuse practice? 
a.Citations are given when articles are linked.    
b.Quality articles are findable and usable.   c.Seek to understand what we collectively know.    
d.Use It, Flag It, Fix It, or Add it

The issue and the resolution are two components of a knowledge article. What is the third? 
A. Incident Reference    
B. Environment    
C. Problem-Solving Steps    
D. Taxonomy / Categorization

Why is it important to search the knowledge base after you solve an issue? 
A. To follow the process.    
B. To minimize redundancy.    
C. To create a framed article.
D. To find similar symptoms.    

What is the primary reason for using a template or form when capturing knowledge? 
A. It promotes a level of consistency in the knowledge that is captured.    
B. Knowledge can be analyzed for trends and patterns of use.
C. Integration with a service management system requires it.    
D. Customers become familiar with the format of knowledge representation.    

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations? 
A. High-tech companies that study how knowledge assists with external support.   d.Internal service providers collaborating on the best way to capture knowledge.
B. Companies evaluating how knowledge can support business processes.   
C. Customer service organizations working to solve industry-wide challenges.    

Which KCS role is responsible for analyzing the knowledge usage and performing tasks related to problem management? 
A. KCS Publisher    
B. KCS Coach    
C. Management
D. KCS Domain Manager    

What is one of the responsibilities of a KCS Candidate? 
a.Being familiar with various search engines. b.Fixing articles based upon demand.   c.Flagging existing articles that need to be fixed.    
d.Modifying articles based upon the content standard.

What document defines who will have the ability to modify a knowledge article? 
A. Visibility Matrix
B. Style Guide    
C. Content Standard    
D. Strategic Framework    

What is a benefit of the KCS Competency Model? 
A. All users have equal opportunity to create quality knowledge articles.    
B. Knowledge is no longer developed outside the problem solving process.   
C. Only licensed drivers create articles and the database has a high level of integrity.   d.The authority to create articles is defined by your length of time in the organization.

What role focuses on monitoring processes and mentoring people? 
A. KCS Coach    
B. KCS Co-coordinator/Manager    
C. KCS Domain Expert    
D. KCS Publisher

What is a Knowledge Quality Index? 
a.A score calculated by averaging the customer feedback on each knowledge document.    
b.A score calculated by averaging the results of random sampling of contributed articles.   c.A score calculated by dividing the number of articles linked by the number of issues reported.    
d.A score calculated by dividing the number of citations by the number of articles linked.

What is a common benefit from implementing Knowledge Centered Support (KCS)? 
a.Enabling an e-services strategy   b.Increasing employee attrition (turnover)   c.Reducing competencies needed for L2 support    
d.Reducing the need for L2 escalations

What are the three levels of KCS benefits? 
A. Operational, tactical, strategic  
B. Centralized, distributed, virtual    
C. Significant, major, minor
D. Direct, applied, leveraged    

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
A. Service Level Management and Financial Management
B. Availability Management and Capacity Management    
C. Problem Management and Change Management    
D. Configuration Management and Asset Management    

When developing a flow and wave matrix, what is the first thing you should consider? 
a.Identification of each support team   b.Management to be involved    
c.Number of Analysts involved    
d.Impact of support teams on KCS

Who is responsible for determining when knowledge has become obsolete and should be archived? 
A. KCS Sponsor    
B. Knowledge Domain Expert    
C. Knowledge Engineer
D. KCS Coach    

Where in the KCS methodology are Access Rights defined? 
A. Competency Model    
B. Visibility Matrix
C. Content Standard    
D. Job Description    

Which term relates to the structure of KCS? 
A. Framework    
B. Philosophy    
C. Methodology    
D. Standard

When should a knowledge article be reviewed? 
a.After it is three months old.   b.Immediately after it has been added to the knowledge base.    
c.When the reuse counter exceeds three.   d.Whenever the article is used

What is a definition of Knowledge Centered Support? 
a.A book that defines knowledge management within the support industry.   b.A method for sharing knowledge with other support center analysts.    
c.A process by which support knowledge is published for self-service.    
d.A set of knowledge management best practices for support centers.

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.    
b.Define the visibility of articles, hyperlinks and graphics.    
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

What is the first phase of the six-step KCS adoption process? 
A. Define tool requirements.    
B. Development of the Core KCS team.
C. Design the foundation.    
D. Assess the current state.    

The issue and the resolution are two components of a knowledge article. What is the third? 
A. Problem-Solving Steps    
B. Environment    
C. Incident Reference    
D. Taxonomy / Categorization

What service management process is integrated with Knowledge Centered Support? 
A. Capacity Management    
B. Asset Management    
C. Error Management    
D. Problem Management

What aspect of an article may identify a pending action? 
A. Author    
B. Environment    
C. Version
D. Knowledge State    

Within the problem solving process, what is one task that needs to be repeated multiple times? 
A. Content Validation    
B. Searching    
C. Structuring
D. Quality Scoring    

Which document is most likely to contain an elevator pitch? 
A. Communications Plan    
B. Purpose Statement    
C. Vision Statement
D. KCS Project Charter    

In which KCS practice will you find the concept of demand-driven article review? 
A. Content Health    
B. Capture    
C. Performance Assessment
D. Improve    

What was the primary reason for the creation of KCS? 
A. To provide a framework to compliment the ITIL framework.
B. To better leverage technologies in knowledge management processes.    
C. To capture, structure, and reuse knowledge.    
D. To increase customer satisfaction through the use of knowledge.    

Which KCS role is responsible for providing the vision, objectives, and resources? 
A. KCS Council    
B. KCS Manager    
C. Sponsor
D. Management    

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond? 
A. No! Of course not. We need you.    
B. I am not permitted to answer that question.    
C. Tell me why you think that is a concern.   d.That is a possible outcome of any initiative.

Who is responsible for the communications plan? 
A. The Leadership Team    
B. The KCS Coach    
C. The Knowledge Manager    
D. The Program Team

What is one of the primary responsibilities of the Knowledge Domain Expert? 
A. Document resolutions of escalated issues using the content standard.   
B. Manage the health of the knowledge base. d.Seed the knowledge base with known errors.
C. Define and document the scope of the knowledge base.    

What is the minimum structure of a knowledge article as defined by the KCS methodology? 
a.Issue, Environment, Cause, Resolution   b.Issue, Environment, Cause, Resolution, Metadata    
c.Issue, Environment, Resolution, Metadata   d.Issue, Resolution

Some of the critical success factors for implementing KCS include executive commitment, measuring the right things, and selecting the right coaches. What is another critical success factor? 
a.Developing a long communication plan.   b.Getting the initial funding.    
c.Picking the right people.    
d.Selecting a vendor to guide you.

What is the primary objective of the strategic framework? 
A. Link the benefits of KCS with the goals of the organization.    
B. Map out a wave-flow analysis to identify impact and risk.
C. Establish a triangulation of balanced metrics.    
D. Create a balanced scorecard of overall performance.    

What is a Knowledge Quality Index? 
a.A score calculated by averaging the customer feedback on each knowledge document.    
b.A score calculated by averaging the results of random sampling of contributed articles.   c.A score calculated by dividing the number of articles linked by the number of issues reported.    
d.A score calculated by dividing the number of citations by the number of articles linked.

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
A. Tell them about the many benefits of KCS and how customer satisfaction will improve.
B. Be sensitive to their feelings and ask how they came to this conclusion.   
C. Clarify that no jobs will be lost as a result of KCS implementation.    
D. Be aware of the human resources policy for dealing with these questions.    

What is the Knowledge Quality Index? 
A. A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.    
B. A number assigned to each article indicating the article’s relevance.    
C. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.    
D. A score given to a person or group indicating the result of a review of the knowledge articles they contributed.

What should you do when handling an objection to your KCS initiative? 
A. Seek to understand the issue from the other person’s perspective.    
B. Offer a more detailed perspective in order to persuade them.    
C. Tell them this is going forward with or without them.
D. Rationalize the financial benefits to the organization.    

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations? 
A. Companies evaluating how knowledge can support business processes.   
B. Customer service organizations working to solve industry-wide challenges.    
C. High-tech companies that study how knowledge assists with external support.   d.Internal service providers collaborating on the best way to capture knowledge.

The KCS methodology is represented by a double-loop model. Which loop represents systematic processes and organizational responsibilities? 
A. The Evolve Loop    
B. The Corporate Loop    
C. The Solve Loop
D. The Management Loop    

What is one of the responsibilities of a KCS Candidate? 
a.Being familiar with various search engines. b.Fixing articles based upon demand.   c.Flagging existing articles that need to be fixed.    
d.Modifying articles based upon the content standard.

What role has the responsibility for making knowledge available for self-service purposes? 
A. KCS Contributor    
B. KCS Manager    
C. KCS Publisher    
D. Knowledge Domain Expert

Who is responsible for the communications plan? 
A. The Knowledge Manager    
B. The Leadership Team    
C. The Program Team
D. The KCS Coach    

What are the three primary suppliers of a knowledge article? 
a.Customers, analysts, and the company   b.Documents, collaboration, and experience   c.Incidents, problems, and known errors   d.Technical support partners, suppliers, and analysts

Which of the following is a common reason for implementing KCS? 
a.Increase analyst attrition rates.   b.Increase customer satisfaction.   c.Increase the number of calls within the support center.    
d.Increase the responsibilities of the support center.

The issue and the resolution are two components of a knowledge article. What is the third? 
A. Environment    
B. Taxonomy / Categorization
C. Problem-Solving Steps    
D. Incident Reference    

Why is a compelling purpose statement essential to the KCS initiative? 
A. It provides a detailed description of the objectives of KCS.
B. It clarifies to the organization the value it provides to all stakeholders.   
C. It explains the value that the organization will get in monetary terms.    
D. It engages people emotionally to support the initiative.    

What creates a basis for random sampling and defines how knowledge will be scored? 
A. KCS Quality Criteria    
B. Performance Triangulation
C. Content Standard    
D. Performance Assessment    

What is an example of metadata? 
A. Title
B. Resolution    
C. Author    
D. Hyperlinks    

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Configuration Management    
B. Availability Management    
C. Resource Management
D. Problem Management    

When developing a flow and wave matrix, what is the first thing you should consider? 
a.Identification of each support team   b.Management to be involved    
c.Number of Analysts involved    
d.Impact of support teams on KCS

What requirement should be implemented to enhance the Process Integration practice? 
A. Automatic spellchecking of every contributed knowledge article.    
B. All new articles are added directly to the review queue for validation.    
C. Reset the knowledge state to “Approved” after it is used three times to resolve incidents.
D. Integrate the knowledge management system with the incident management system.    

Which KCS role is responsible for providing the vision, objectives, and resources? 
A. KCS Manager    
B. Sponsor
C. KCS Council    
D. Management    

What is the primary purpose of an elevator pitch? 
a.To capture the interest of the listener.   b.To communicate a simple message.    
c.To gain the commitment of an executive.   d.To offer your support for the initiative.

How does Knowledge Centered Support (KCS) differ from ITIL (Information Technology Infrastructure Library)? 
a.ITIL claims that knowledge management is a process that is not integrated with incident management.    
b.KCS claims the knowledge management is a requirement, and it is optional within ITIL. c.KCS defines the terms while ITIL defines the processes within knowledge management.    
d.The scope of the knowledge base within KCS is a subset of the scope defined by ITIL.

What is a primary benefit of implementing KCS? 
A. Smarter support analysts to service customers.
B. Increase the support staff’s time to proficiency.    
C. Identification of trends in incidents and problems.    
D. Improve the support center’s operational efficiency.    

In which practice would you create the Style Guide? 
A. Capture    
B. Improve    
C. Content Health    
D. Process Integration

What is a ditch in a KCS initiative? 
a.A common issue with the technology.    
b.A common type of article that must be avoided.    
c.A known glitch in the process.   d.Something known to produce negative results.

What output of Service Level Management helps set expectations for support partners in terms of capturing and sharing knowledge? 
a.Service Level Objectives (SLO’s)   b.Operating Level Agreements (OLAs)   c.Service Level Agreements (SLAs)   d.Standard Operating Performance (SOPs)

What should you do before you seek to solve an issue? 
A. Search to see if it is a known to the organization.    
B. State the issue clearly, in your own words.
C. Seek out analysts who know more about the product.    
D. Set an expectation for the customer that this may take some time.    

Achievement is one of the top four motivating factors. What is another motivating factor? 
A. Training
B. Responsibility    
C. Promotion    
D. Salary    

What is one of the primary responsibilities of the Knowledge Domain Expert? 
A. Manage the health of the knowledge base. d.Seed the knowledge base with known errors.
B. Document resolutions of escalated issues using the content standard.   
C. Define and document the scope of the knowledge base.    

When creating your visibility matrix for KCS, which aspect should you focus on? 
A. Defining the audience for the published knowledge    
B. The target audience for the communications strategy
C. Roles and responsibilities    
D. Access and modification rights    

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Problem Management    
B. Availability Management    
C. Configuration Management    
D. Resource Management

What is a difference between the solve loop and the evolve loop? 
A. The solve loop is transactional; the evolve loop is systemic.
B. The solve loop is critical for success; the evolve loop is optional.    
C. The solve loop is operational; the evolve loop is strategic.    
D. The solve loop is systemic; the evolve loop is transactional.    

What should you consider when developing a purpose statement for an initiative? 
a.Can it be represented by an acronym?   b.Does it satisfy the SMART test?    
c.Is it short and memorable?    
d.Will it have an impact on revenue?

What is an example of metadata? 
A. Hyperlinks    
B. Title
C. Resolution    
D. Author    

Which of the following is a leading indicator? 
A. Cost per Incident    
B. Knowledge Quality Index    
C. Participation Rate
D. Customer Satisfaction    

You are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative? 
A. Fear    
B. Directives    
C. Embarrassment    
D. Recognition

One similarity between ITIL and KCS is that they both are based on processes, not technology. What is another similarity between the two? 
a.Both are acknowledged as best practices.   b.Both are methodologies for service support.    
c.Both are universal standards for process improvement.    
d.Both were created by governments.

What is the primary objective of the strategic framework? 
A. Link the benefits of KCS with the goals of the organization.    
B. Establish a triangulation of balanced metrics.    
C. Create a balanced scorecard of overall performance.    
D. Map out a wave-flow analysis to identify impact and risk.

What role has the responsibility for making knowledge available for self-service purposes? 
A. KCS Manager    
B. KCS Contributor    
C. Knowledge Domain Expert
D. KCS Publisher    

Which of the following is a common reason for implementing KCS? 
a.Increase analyst attrition rates.   b.Increase customer satisfaction.   c.Increase the number of calls within the support center.    
d.Increase the responsibilities of the support center.

In which practice would you create the Style Guide? 
A. Capture    
B. Improve    
C. Content Health    
D. Process Integration

What is the minimum structure of a knowledge article as defined by the KCS methodology? 
a.Issue, Environment, Cause, Resolution   b.Issue, Environment, Cause, Resolution, Metadata    
c.Issue, Environment, Resolution, Metadata   d.Issue, Resolution

What is an example of a leading indicator? 
A. Customer loyalty or satisfaction    
B. The number of incidents solved using knowledge
C. The knowledge quality index    
D. The cost per resolution    

Which double loop process is Knowledge Centered Support organized around? 
A. Solve Loop and Restore Loop
B. Restore Loop and Evolve Loop    
C. Solve Loop and Evolve Loop    
D. Resolve Loop and Restore Loop    

Why is a compelling purpose statement essential to the KCS initiative? 
A. It explains the value that the organization will get in monetary terms.    
B. It provides a detailed description of the objectives of KCS.
C. It clarifies to the organization the value it provides to all stakeholders.   
D. It engages people emotionally to support the initiative.    

ou have just been asked by a senior manager to whom you have never spoken to before for your thoughts about the new knowledge management initiative. What item from the communications plan will benefit you most in responding, if you developed it before this encounter? 
A. The elevator pitch    
B. The management training    
C. The simple messages
D. The frequently asked questions    

Who is responsible for the communications plan? 
A. The KCS Coach    
B. The Leadership Team    
C. The Program Team
D. The Knowledge Manager    

What is the relationship between Knowledge Centered Support (KCS) and the IT Infrastructure Library (ITIL)? 
A. KCS and ITIL both need technology to be efficient and effective.    
B. KCS is integrated with the Change and Asset Management workflows.    
C. Both focus on how the processes/practices improve services to the customer.    
D. One of the IT Infrastructure Library processes is Knowledge Management.

What should you do before you seek to solve an issue? 
A. State the issue clearly, in your own words.
B. Search to see if it is a known to the organization.    
C. Seek out analysts who know more about the product.    
D. Set an expectation for the customer that this may take some time.    

Where in KCS is it important to consider the wave concept? 
A. Visibility matrix
B. Strategic framework    
C. KCS adoption program    
D. Training and communication    

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. KCS Manager    
B. Management
C. KCS Council    
D. KCS Domain Manager    

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
A. Be aware of the human resources policy for dealing with these questions.    
B. Tell them about the many benefits of KCS and how customer satisfaction will improve.
C. Be sensitive to their feelings and ask how they came to this conclusion.   
D. Clarify that no jobs will be lost as a result of KCS implementation.    

What is the purpose of the content standard? 
A. Differentiates the KCS I, II and III roles.   d.Documents the linkage between KCS and Incident records.
B. Defines the quality criteria and usability for articles.    
C. Defines who can approve article state changes.    

What are three key components of the visibility matrix? 
a.Audience, Knowledge State, Access Rights b.Audience, Knowledge State, Reuse Counter c.Audience, Reuse Counter, Access Rights   d.Knowledge State, Reuse Counter, Access Rights

Where in the KCS methodology are Access Rights defined? 
A. Competency Model    
B. Content Standard    
C. Job Description    
D. Visibility Matrix

Which is a key principle of the Knowledge Centered Support Process Integration practice? 
a.Structured Problem Solving (SPS)   b.Service Time Restoration (STR)    
c.ITIL Certified Search Technology (CST)   d.Open Loop Feedback (OLP)

When developing a flow and wave matrix, what is the first thing you should consider? 
a.Identification of each support team   b.Management to be involved    
c.Number of Analysts involved    
d.Impact of support teams on KCS

How are KCS and ITIL similar? 
A. Both are based on processes and considered best practices.    
B. Both are detailed methodologies for implementing service improvements.  
C. Both utilize a common glossary recognized by the European Union.    
D. Both were created by government bodies to improve service.

What is the name of a statement used as part of the KCS communication plan that is intended to engage people to learn more? 
A. The vision statement
B. The mission statement    
C. The elevator pitch    
D. The purpose statement    

What is a key concept of the Capture practice? 
A. Knowledge is validated before it is published to customers.    
B. Knowledge must be available to all analysts all the time.    
C. Knowledge is created as a by-product of solving problems.    
D. Knowledge must be relevant to the audience.

Which is a key principle of the Knowledge Centered Support Process Integration practice? 
A. Structured Problem Solving (SPS)    
B. Service Time Restoration (STR)    
C. ITIL Certified Search Technology (CST)   d.Open Loop Feedback (OLP)

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
A. Clarify that no jobs will be lost as a result of KCS implementation.    
B. Tell them about the many benefits of KCS and how customer satisfaction will improve.
C. Be sensitive to their feelings and ask how they came to this conclusion.   
D. Be aware of the human resources policy for dealing with these questions.    

What document must be defined and communicated before implementing a knowledge monitoring process? 
A. The Report Distribution Matrix    
B. The Strategic Framework    
C. The KCS Quality Criteria    
D. The Visibility Matrix

Which KCS role is responsible for monitoring processes and mentoring people? 
A. KCS Publisher
B. KCS Candidate    
C. KCS Manager    
D. KCS Coach    

What is a difference between the solve loop and the evolve loop? 
A. The solve loop is systemic; the evolve loop is transactional.    
B. The solve loop is transactional; the evolve loop is systemic.
C. The solve loop is critical for success; the evolve loop is optional.    
D. The solve loop is operational; the evolve loop is strategic.    

What is a Knowledge State? 
a.It is a condition when information is defined as trusted knowledge.    
b.It is the form used to define knowledge.   c.It is the status of the article in the knowledge article life cycle.    
d.It is the time when tacit knowledge becomes explicit.

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.   b.Create a vision and communication plan.   c.Measure how analysts are adhering to the process.    
d.Require teams to be involved in the project.

What is a benefit of Structure? 
A. Promotes consistency and quality    
B. Saves the proper product name    
C. Sets expectations for reuse
D. Ease of measurement    

Which of the following should be integrated into your existing incident management process? 
A. Use It, Flag It, Fix It, Add It.
B. Self-support via a Web-enabled knowledge base.    
C. Technologies that capture the customers context.    
D. Multi-channeled support, including e-mail, chat, and self-service.    

Which KCS role is responsible for providing the vision, objectives, and resources? 
A. Management    
B. KCS Council    
C. KCS Manager    
D. Sponsor

What is the minimum number of knowledge states necessary for a KCS article life cycle? 
A. 4    
B. 5
C. 2    
D. 3    

In which practice would you create the Style Guide? 
A. Improve    
B. Capture    
C. Content Health    
D. Process Integration

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. KCS Manager    
B. Management
C. KCS Council    
D. KCS Domain Manager    

What service management process is integrated with Knowledge Centered Support? 
A. Capacity Management    
B. Error Management    
C. Problem Management
D. Asset Management    

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Resource Management
B. Problem Management    
C. Configuration Management    
D. Availability Management    

What is one of the primary responsibilities of the Knowledge Domain Expert? 
A. Define and document the scope of the knowledge base.    
B. Document resolutions of escalated issues using the content standard.   
C. Manage the health of the knowledge base. d.Seed the knowledge base with known errors.

Which of the following is a leading indicator? 
A. Customer Satisfaction    
B. Participation Rate
C. Knowledge Quality Index    
D. Cost per Incident    

What is a primary benefit of a strategic framework for the KCS initiative? 
a.It aligns the measurements from the ROI calculation with the balanced scorecard.   b.It aligns the objectives of the initiative to the objectives of the stakeholders.    
c.It defines the messaging that will drive the communications plan.    
d.It defines the requirements, resources, and expected outcomes of the initiative.

What is an example of a leading/lagging indicator? 
A. Average Speed to Answer (ASA) / Customer Satisfaction    
B. First Contact Resolution (FCR) / Abandon Rate    
C. Average Speed to Answer (ASA) / Abandon Rate    
D. Customer Satisfaction / Number of Articles Created

What is the relationship between Knowledge Centered Support (KCS) and the IT Infrastructure Library (ITIL)? 
A. KCS and ITIL both need technology to be efficient and effective.    
B. KCS is integrated with the Change and Asset Management workflows.    
C. Both focus on how the processes/practices improve services to the customer.    
D. One of the IT Infrastructure Library processes is Knowledge Management.

What are the three components of the KCS model? 
a.Inputs, outputs, and activities   b.Knowledge, solve loop, and evolve loop   c.Leadership, content health, and performance assessment    
d.Process enablers, process controls, and process triggers

A citation is an example of what type of metric? 
A. Leading indicator    
B. Lagging indicator    
C. Key Performance Indicator    
D. Qualitative Metric

What should you consider when developing a purpose statement for an initiative? 
a.Can it be represented by an acronym?   b.Does it satisfy the SMART test?    
c.Is it short and memorable?    
d.Will it have an impact on revenue?

Why is a compelling purpose statement essential to the KCS initiative? 
A. It explains the value that the organization will get in monetary terms.    
B. It engages people emotionally to support the initiative.    
C. It clarifies to the organization the value it provides to all stakeholders.   
D. It provides a detailed description of the objectives of KCS.

Which role within KCS has the authority to modify knowledge that is viewable to a customer? 
A. KCS Editor    
B. KCS Contributor    
C. KCS Candidate    
D. KCS Publisher

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
A. Service Level Management and Financial Management
B. Problem Management and Change Management    
C. Configuration Management and Asset Management    
D. Availability Management and Capacity Management    

What is the Knowledge Quality Index? 
A. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.    
B. A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.    
C. A score given to a person or group indicating the result of a review of the knowledge articles they contributed.
D. A number assigned to each article indicating the article’s relevance.    

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.    
b.Define the visibility of articles, hyperlinks and graphics.    
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

Which statement best describes the Evolve Loop? 
A. Transactional processes that recur frequently.
B. A series of events to enhance knowledge through reuse.    
C. Individual workflows driven by the problem-solving process.    
D. A set of practices and policies that govern the Solve Loop.    

What are the three components of the KCS model? 
a.Inputs, outputs, and activities   b.Knowledge, solve loop, and evolve loop   c.Leadership, content health, and performance assessment    
d.Process enablers, process controls, and process triggers

Who is the proprietor of KCS? 
a.Consortium of Service Improvement   b.Consortium for Service Innovation   c.Institute of Quality assurance    
d.Office of Government Commerce (OGC)

Achievement is one of the top four motivating factors. What is another motivating factor? 
A. Responsibility    
B. Salary    
C. Promotion    
D. Training

What is a responsibility of the KCS Council? 
a.Coordinate regular feedback to the KCS Manager during the pilot phase.    
b.Define and communicate the vision.   c.Determine when knowledge should be obsolete and archived.    
d.Serve as a change advisory board for the knowledge management processes.

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Configuration Management    
B. Problem Management    
C. Resource Management
D. Availability Management    

What process is used to evaluate the quality of articles that are being contributed? 
A. Incident Management    
B. Service Level Management    
C. Ticket monitoring
D. Knowledge Monitoring    

What is one of the key considerations when selecting the KCS Program Team? 
a.Ability to influence others    
b.Experience with Knowledge Management   c.Business knowledge    
d.Understanding of the double loop concepts

What does the customer contribute to a knowledge article? 
A. Resolution    
B. Cause    
C. Environment    
D. Title

What is a stakeholder? 
A. Any person who is listed in the CRM system.
B. Any person who has a vested interest in the business.    
C. Any person who is employed by the business.    
D. Any person who has made a financial investment in the business.    

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations? 
A. Customer service organizations working to solve industry-wide challenges.    
B. Companies evaluating how knowledge can support business processes.   
C. High-tech companies that study how knowledge assists with external support.   d.Internal service providers collaborating on the best way to capture knowledge.

Which KCS role has the ability to fix a knowledge articles as long as it is not visible to the customer? 
A. KCS Domain Expert    
B. KCS Candidate    
C. KCS Publisher
D. KCS Contributor    

The Solve Loop within the KCS model consists of four practices. What is a practice in the Solve loop? 
A. Structure    
B. Capture in the Customer’s Context  
C. Seek to Understand
D. Just-in-Time Article Quality    

What is the primary objective of the strategic framework? 
A. Link the benefits of KCS with the goals of the organization.    
B. Establish a triangulation of balanced metrics.    
C. Create a balanced scorecard of overall performance.    
D. Map out a wave-flow analysis to identify impact and risk.

You are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative? 
A. Recognition
B. Fear    
C. Directives    
D. Embarrassment    

Where in KCS is it important to consider the wave concept? 
A. Training and communication    
B. KCS adoption program    
C. Strategic framework    
D. Visibility matrix

What is an example of a leading/lagging indicator? 
A. Customer Satisfaction / Number of Articles Created
B. First Contact Resolution (FCR) / Abandon Rate    
C. Average Speed to Answer (ASA) / Abandon Rate    
D. Average Speed to Answer (ASA) / Customer Satisfaction    

What service management process is integrated with Knowledge Centered Support? 
A. Problem Management
B. Capacity Management    
C. Asset Management    
D. Error Management    

The KCS methodology is represented by a double-loop model. Which loop represents systematic processes and organizational responsibilities? 
A. The Evolve Loop    
B. The Corporate Loop    
C. The Solve Loop
D. The Management Loop    

How does Knowledge Centered Support (KCS) differ from ITIL (Information Technology Infrastructure Library)? 
a.ITIL claims that knowledge management is a process that is not integrated with incident management.    
b.KCS claims the knowledge management is a requirement, and it is optional within ITIL. c.KCS defines the terms while ITIL defines the processes within knowledge management.    
d.The scope of the knowledge base within KCS is a subset of the scope defined by ITIL.

What are the three primary suppliers of a knowledge article? 
a.Customers, analysts, and the company   b.Documents, collaboration, and experience   c.Incidents, problems, and known errors   d.Technical support partners, suppliers, and analysts

“Licensed to Drive” is part of which KCS concept? 
A. Context Model    
B. Competency Model    
C. Reputation Model    
D. Stakeholder Model

What is a responsibility of the KCS Contributor role in the KCS competency model? 
A. Monitor processes and mentor people.
B. Establish the vision of the KCS implementation.    
C. Monitor and enhance the health of the knowledge base.    
D. Fix articles on demand and finish framed articles.    

What role has the responsibility for making knowledge available for self-service purposes? 
A. KCS Publisher    
B. Knowledge Domain Expert
C. KCS Manager    
D. KCS Contributor    

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.   b.Create a vision and communication plan.   c.Measure how analysts are adhering to the process.    
d.Require teams to be involved in the project.

When creating your visibility matrix for KCS, which aspect should you focus on? 
A. Access and modification rights    
B. The target audience for the communications strategy
C. Defining the audience for the published knowledge    
D. Roles and responsibilities    

What is an example of a leading indicator? 
A. Customer loyalty or satisfaction    
B. The number of incidents solved using knowledge
C. The cost per resolution    
D. The knowledge quality index    

What is a ditch in a KCS initiative? 
a.A common issue with the technology.    
b.A common type of article that must be avoided.    
c.A known glitch in the process.   d.Something known to produce negative results.

Who created Knowledge-Centered Support (KCS)? 
A. The Office of Government Commerce (OGC)
B. The Consortium for Knowledge Management (CKM)    
C. The Consortium for Service Innovation (CSI)    
D. HDI    

Improved reputation, decreased costs, and scalability are examples of what? 
A. Disadvantages of implementing KCS in the support center.    
B. Measurements within the KCS balanced scorecard.    
C. Quick wins within the incident management process.
D. Expected return from an investment in KCS for the business.    

Why is it important to search the knowledge base after you solve an issue? 
A. To create a framed article.
B. To find similar symptoms.    
C. To follow the process.    
D. To minimize redundancy.    

What should you consider when developing a purpose statement for an initiative? 
a.Can it be represented by an acronym?   b.Does it satisfy the SMART test?    
c.Is it short and memorable?    
d.Will it have an impact on revenue?

What is one of the responsibilities of a KCS Candidate? 
a.Being familiar with various search engines. b.Fixing articles based upon demand.   c.Flagging existing articles that need to be fixed.    
d.Modifying articles based upon the content standard.

What is the relationship between Knowledge Centered Support (KCS) and the IT Infrastructure Library (ITIL)? 
A. KCS and ITIL both need technology to be efficient and effective.    
B. KCS is integrated with the Change and Asset Management workflows.    
C. Both focus on how the processes/practices improve services to the customer.    
D. One of the IT Infrastructure Library processes is Knowledge Management.

What is an example of a leading/lagging indicator? 
A. Average Speed to Answer (ASA) / Abandon Rate    
B. Customer Satisfaction / Number of Articles Created
C. First Contact Resolution (FCR) / Abandon Rate    
D. Average Speed to Answer (ASA) / Customer Satisfaction    

You are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative? 
A. Fear    
B. Recognition
C. Directives    
D. Embarrassment    

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations? 
A. Customer service organizations working to solve industry-wide challenges.    
B. High-tech companies that study how knowledge assists with external support.   d.Internal service providers collaborating on the best way to capture knowledge.
C. Companies evaluating how knowledge can support business processes.   

What is one of the primary responsibilities of the Knowledge Domain Expert? 
A. Manage the health of the knowledge base. d.Seed the knowledge base with known errors.
B. Define and document the scope of the knowledge base.    
C. Document resolutions of escalated issues using the content standard.   

What is a definition of Knowledge Centered Support? 
a.A book that defines knowledge management within the support industry.   b.A method for sharing knowledge with other support center analysts.    
c.A process by which support knowledge is published for self-service.    
d.A set of knowledge management best practices for support centers.

Which KCS role is limited to using existing articles, flagging articles as necessary, and adding new articles? 
A. KCS Domain Expert    
B. KCS Publisher
C. KCS Contributor    
D. KCS Candidate    

What is the primary “iterative” activity in the KCS Problem Solving process? 
a.Capture quickly, capture correctly   b.Develop once, update often    
c.Question often, question thoroughly   d.Search early, search often

When you developed the strategic framework, you had to identify the key stakeholders. When else is it important to identify the stakeholders? 
a.When you configure the enabling technology.    
b.When you create the content standard.   c.When you define the knowledge monitoring process.    
d.When you develop the communications plan.

What is the minimum number of knowledge states necessary for a KCS article life cycle? 
A. 3    
B. 4    
C. 2    
D. 5

What is a ditch in a KCS initiative? 
a.A common issue with the technology.    
b.A common type of article that must be avoided.    
c.A known glitch in the process.   d.Something known to produce negative results.

Why is it important to search the knowledge base after you solve an issue? 
A. To create a framed article.
B. To minimize redundancy.    
C. To find similar symptoms.    
D. To follow the process.    

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. KCS Council    
B. KCS Manager    
C. Management
D. KCS Domain Manager    

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.    
b.Define the visibility of articles, hyperlinks and graphics.    
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

Which of the following is least likely to motivate staff? 
A. A sense of achievement    
B. Additional responsibility    
C. The level of challenge
D. Monetary compensation    

What is a primary benefit of a strategic framework for the KCS initiative? 
a.It aligns the measurements from the ROI calculation with the balanced scorecard.   b.It aligns the objectives of the initiative to the objectives of the stakeholders.    
c.It defines the messaging that will drive the communications plan.    
d.It defines the requirements, resources, and expected outcomes of the initiative.

What is the Knowledge Quality Index? 
A. A score given to a person or group indicating the result of a review of the knowledge articles they contributed.
B. A number assigned to each article indicating the article’s relevance.    
C. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.    
D. A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.    

“Licensed to Drive” is part of which KCS concept? 
A. Context Model    
B. Stakeholder Model
C. Reputation Model    
D. Competency Model    

What document must be defined and communicated before implementing a knowledge monitoring process? 
A. The Report Distribution Matrix    
B. The Strategic Framework    
C. The KCS Quality Criteria    
D. The Visibility Matrix

How does Knowledge Centered Support (KCS) differ from ITIL (Information Technology Infrastructure Library)? 
a.ITIL claims that knowledge management is a process that is not integrated with incident management.    
b.KCS claims the knowledge management is a requirement, and it is optional within ITIL. c.KCS defines the terms while ITIL defines the processes within knowledge management.    
d.The scope of the knowledge base within KCS is a subset of the scope defined by ITIL.

What is a common benefit from implementing Knowledge Centered Support (KCS)? 
a.Enabling an e-services strategy   b.Increasing employee attrition (turnover)   c.Reducing competencies needed for L2 support    
d.Reducing the need for L2 escalations

When developing a performance model, it is important to define the leading and lagging indicators. What do you need to consider when establishing key performance indicators? 
a.Activity-based metrics    
b.Alignment with organizational goals   c.Results-based metrics    
d.Triangulation

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.   b.Create a vision and communication plan.   c.Measure how analysts are adhering to the process.    
d.Require teams to be involved in the project.

What is a Knowledge State? 
a.It is a condition when information is defined as trusted knowledge.    
b.It is the form used to define knowledge.   c.It is the status of the article in the knowledge article life cycle.    
d.It is the time when tacit knowledge becomes explicit.

What are the top four motivation factors related to employee morale? 
A. Achievement, Money Responsibility, and the Work itself    
B. Money, Benefits, Achievement, and the Work itself
C. Achievement, Recognition, Responsibility, and the Work itself    
D. Achievement, Supervisors, Money, and Recognition    

How does KCS contribute to a sense of responsibility? 
A. The purpose statement    
B. Value for the business
C. The content standard    
D. Collective ownership for content    

What is one of the components of a KCS Strategic Framework? 
A. Key Performance Indicators    
B. Business Objective    
C. Tactical Work Plans
D. Business Strategy    

What is the primary reason for using a template or form when capturing knowledge? 
A. Customers become familiar with the format of knowledge representation.    
B. It promotes a level of consistency in the knowledge that is captured.    
C. Integration with a service management system requires it.    
D. Knowledge can be analyzed for trends and patterns of use.

Which of the following should be integrated into your existing incident management process? 
A. Multi-channeled support, including e-mail, chat, and self-service.    
B. Technologies that capture the customers context.    
C. Self-support via a Web-enabled knowledge base.    
D. Use It, Flag It, Fix It, Add It.

What is the primary objective of the strategic framework? 
A. Create a balanced scorecard of overall performance.    
B. Link the benefits of KCS with the goals of the organization.    
C. Map out a wave-flow analysis to identify impact and risk.
D. Establish a triangulation of balanced metrics.    

What requirement should be implemented to enhance the Process Integration practice? 
A. Automatic spellchecking of every contributed knowledge article.    
B. Integrate the knowledge management system with the incident management system.    
C. Reset the knowledge state to “Approved” after it is used three times to resolve incidents
D. All new articles are added directly to the review queue for validation.    

What document defines who will have the ability to modify a knowledge article? 
A. Content Standard    
B. Style Guide    
C. Visibility Matrix
D. Strategic Framework    

What is a knowledge state? 
a.The address of an article within the knowledge base.    
b.The location of an article within a workflow.    
c.The position of an article within a domain.   d.The status of an article within the life cycle.

What are the three primary suppliers of a knowledge article? 
a.Customers, analysts, and the company   b.Documents, collaboration, and experience   c.Incidents, problems, and known errors   d.Technical support partners, suppliers, and analysts

What process is used to evaluate the quality of articles that are being contributed? 
A. Knowledge Monitoring    
B. Ticket monitoring
C. Service Level Management    
D. Incident Management    

Which role within KCS has the authority to modify knowledge that is viewable to a customer? 
A. KCS Editor    
B. KCS Contributor    
C. KCS Candidate    
D. KCS Publisher

Who is the proprietor of KCS? 
a.Consortium of Service Improvement   b.Consortium for Service Innovation   c.Institute of Quality assurance    
d.Office of Government Commerce (OGC)

What is the Knowledge Quality Index? 
A. A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.    
B. A score given to a person or group indicating the result of a review of the knowledge articles they contributed.
C. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.    
D. A number assigned to each article indicating the article’s relevance.    

How does Knowledge Centered Support (KCS) differ from ITIL (Information Technology Infrastructure Library)? 
a.ITIL claims that knowledge management is a process that is not integrated with incident management.    
b.KCS claims the knowledge management is a requirement, and it is optional within ITIL. c.KCS defines the terms while ITIL defines the processes within knowledge management.    
d.The scope of the knowledge base within KCS is a subset of the scope defined by ITIL.

Which of the following is least likely to motivate staff? 
A. A sense of achievement    
B. Monetary compensation    
C. The level of challenge
D. Additional responsibility    

What role focuses on monitoring processes and mentoring people? 
A. KCS Publisher
B. KCS Domain Expert    
C. KCS Coach    
D. KCS Co-coordinator/Manager    

What are similarities between ITIL and KCS? 
A. Both are based on process and best practices    
B. Both are frameworks for process improvement    
C. Both define standards for Knowledge Management    
D. Both rely on tools and technology for success

What is a ditch in a KCS initiative? 
a.A common issue with the technology.    
b.A common type of article that must be avoided.    
c.A known glitch in the process.   d.Something known to produce negative results.

What is the purpose of a content standard? 
a.Create a basis for random sampling and define how articles will be scored.    
b.Define the visibility of articles, hyperlinks and graphics.    
c.Ensure that everyone follows the standard. d.Set expectations for the analysts when contributing.

When implementing KCS in your organization, what should you develop early in the process? 
A. A compelling statement    
B. The quality criteria    
C. The strategic framework
D. The adoption roadmap    

A successful KCS design and implementation requires strong leadership. What is the best way the leadership can enable a successful initiative? 
a.Allocate the funds for the project.   b.Create a vision and communication plan.   c.Measure how analysts are adhering to the process.    
d.Require teams to be involved in the project.

What should you do before you seek to solve an issue? 
A. State the issue clearly, in your own words.
B. Seek out analysts who know more about the product.    
C. Search to see if it is a known to the organization.    
D. Set an expectation for the customer that this may take some time.    

When creating your visibility matrix for KCS, which aspect should you focus on? 
A. Access and modification rights    
B. Defining the audience for the published knowledge    
C. The target audience for the communications strategy
D. Roles and responsibilities    

Why is it important to develop answers to potential objections related to KCS prior to implementation? 
A. It is easier to handle objections consistently with a well thought-out message.
B. It alleviates all concerns of the stakeholders before they raise them.    
C. It deals with difficult team members sooner rather than later.    
D. It ensures support of all stakeholders in the KCS initiative.    

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. KCS Manager    
B. KCS Council    
C. Management
D. KCS Domain Manager    

What does UFFA mean in the context of KCS? 
A. Use It, Flag It, Fix It, Append It    
B. Use It, Flag It, Fix It, Add It    
C. Use It, Format It, Fix It, Add It
D. Understand It, Flag It, Fix It, Add It    

How can an existing article be enhanced to improve findability? 
a.Add additional customer context when it is found.    
b.Link the article to more incidents.   c.Number the steps within the resolution.   d.Tag the article as a frequently asked question.

What aspect of an article may identify a pending action? 
A. Author    
B. Environment    
C. Version
D. Knowledge State    

The Consortium for Service Innovation is a non-profit alliance composed of what kinds of organizations? 
A. High-tech companies that study how knowledge assists with external support.   d.Internal service providers collaborating on the best way to capture knowledge.
B. Customer service organizations working to solve industry-wide challenges.    
C. Companies evaluating how knowledge can support business processes.   

Where in the KCS methodology are Access Rights defined? 
A. Visibility Matrix
B. Content Standard    
C. Competency Model    
D. Job Description    

What service management process is integrated with Knowledge Centered Support? 
A. Asset Management    
B. Problem Management
C. Error Management    
D. Capacity Management    

When developing a performance model, it is important to define the leading and lagging indicators. What do you need to consider when establishing key performance indicators? 
a.Activity-based metrics    
b.Alignment with organizational goals   c.Results-based metrics    
d.Triangulation

What output of Service Level Management helps set expectations for support partners in terms of capturing and sharing knowledge? 
a.Service Level Objectives (SLO’s)   b.Operating Level Agreements (OLAs)   c.Service Level Agreements (SLAs)   d.Standard Operating Performance (SOPs)

What is a responsibility of the KCS Contributor role in the KCS competency model? 
A. Monitor processes and mentor people.
B. Establish the vision of the KCS implementation.    
C. Monitor and enhance the health of the knowledge base.    
D. Fix articles on demand and finish framed articles.    

What role has the responsibility for making knowledge available for self-service purposes? 
A. KCS Contributor    
B. KCS Publisher    
C. KCS Manager    
D. Knowledge Domain Expert

Some of the critical success factors for implementing KCS include executive commitment, measuring the right things, and selecting the right coaches. What is another critical success factor? 
a.Developing a long communication plan.   b.Getting the initial funding.    
c.Picking the right people.    
d.Selecting a vendor to guide you.

What is a KCS Adoption Program? 
a.Operational plan for implementing KCS   b.Project plan for implementing KCS   c.Strategic plan for implementing KCS   d.Tactical plan for implementing KCS

Which KCS role is responsible for providing the vision, objectives, and resources? 
A. KCS Council    
B. Management    
C. Sponsor
D. KCS Manager    

What should you consider when developing a purpose statement for an initiative? 
a.Can it be represented by an acronym?   b.Does it satisfy the SMART test?    
c.Is it short and memorable?    
d.Will it have an impact on revenue?

What is a difference between the solve loop and the evolve loop? 
A. The solve loop is transactional; the evolve loop is systemic.
B. The solve loop is operational; the evolve loop is strategic.    
C. The solve loop is critical for success; the evolve loop is optional.    
D. The solve loop is systemic; the evolve loop is transactional.    

Who normally performs the knowledge monitoring process? 
A. KCS Program Team
B. Everyone    
C. KCS Coaches    
D. KCS Publishers    

What is the least likely reason to implement KCS? 
a.To capture knowledge of senior support analysts.    
b.To learn from the customer’s experience.   c.To lower support costs.    
d.To provide answers to complex issues.

Which term relates to the structure of KCS? 
A. Philosophy    
B. Framework    
C. Standard
D. Methodology    

What is a knowledge state? 
a.The address of an article within the knowledge base.    
b.The location of an article within a workflow.    
c.The position of an article within a domain.   d.The status of an article within the life cycle.

Goals should be set on which type of metrics? 
A. Lagging Indicators    
B. Key Performance Indicators    
C. Service Level Indicators
D. Leading Indicators    

The issue and the resolution are two components of a knowledge article. What is the third? 
A. Incident Reference    
B. Taxonomy / Categorization
C. Environment    
D. Problem-Solving Steps    

What information within a knowledge document frames the article? 
A. The issue, environment, and resolution   d.The issue, environment, cause, and resolution
B. The issue and resolution    
C. The issue and environment    

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond? 
A. No! Of course not. We need you.    
B. Tell me why you think that is a concern.   d.That is a possible outcome of any initiative.
C. I am not permitted to answer that question.    

How can an existing article be enhanced to improve findability? 
a.Add additional customer context when it is found.    
b.Link the article to more incidents.   c.Number the steps within the resolution.   d.Tag the article as a frequently asked question.

You have been asked to develop a communications plan for your KCS project. What should you be sure to include in this plan? 
A. Messaging for each audience    
B. Communication policies    
C. A branding strategy    
D. Standard templates for communications

What is the best description of a characteristic of a successful KCS Coach? 
a.Has the greatest technical knowledge.   b.Identifies performance weaknesses and provides feedback.    
c.Promotes the development of people’s abilities.    
d.Works well in a stressful environment.

What was the primary reason for the creation of KCS? 
A. To provide a framework to compliment the ITIL framework.
B. To better leverage technologies in knowledge management processes.   
C. To capture, structure, and reuse knowledge.    
D. To increase customer satisfaction through the use of knowledge.    

20.What is a benefit of Structure? 
A. Sets expectations for reuse
B. Saves the proper product name    
C. Ease of measurement    
D. Promotes consistency and quality    

What is a definition of Knowledge Centered Support? 
a.A book that defines knowledge management within the support industry.   b.A method for sharing knowledge with other support center analysts.    
c.A process by which support knowledge is published for self-service.    
d.A set of knowledge management best practices for support centers.

Which KCS role is responsible for the ongoing management of the KCS program? 
A. KCS Publisher    
B. KCS Council    
C. KCS Domain Expert    
D. Sponsor

What is the primary “iterative” activity in the KCS Problem Solving process? 
a.Capture quickly, capture correctly   b.Develop once, update often    
c.Question often, question thoroughly   d.Search early, search often

What is a principle of the Reuse practice? 
a.Citations are given when articles are linked.    
b.Quality articles are findable and usable.   c.Seek to understand what we collectively know.    
d.Use It, Flag It, Fix It, or Add it

When implementing KCS in your organization, what should you develop early in the process? 
A. The quality criteria    
B. The adoption roadmap    
C. A compelling statement    
D. The strategic framework

How are KCS and ITIL similar? 
A. Both are based on processes and considered best practices.    
B. Both are detailed methodologies for implementing service improvements.  
C. Both utilize a common glossary recognized by the European Union.    
D. Both were created by government bodies to improve service.

What is the primary purpose of an elevator pitch? 
a.To capture the interest of the listener.   b.To communicate a simple message.    
c.To gain the commitment of an executive.   d.To offer your support for the initiative.

When should a knowledge article be reviewed? 
a.After it is three months old.   b.Immediately after it has been added to the knowledge base.    
c.When the reuse counter exceeds three.   d.Whenever the article is used.

What should you do when handling an objection to your KCS initiative? 
A. Rationalize the financial benefits to the organization.    
B. Seek to understand the issue from the other person’s perspective.    
C. Offer a more detailed perspective in order to persuade them.    
D. Tell them this is going forward with or without them.

In which KCS practice will you find the concept of demand-driven article review? 
A. Content Health    
B. Performance Assessment
C. Capture    
D. Improve    

What should you do when handling an objection to your KCS initiative? 
a.Offer a more detailed perspective in order to persuade them. b.Rationalize the financial benefits to the organization.   c.Seek to understand the issue from the other person’s perspective.   d.Tell them this is going forward with or without them.

What is the least likely reason to implement KCS? 
a.To capture knowledge of senior support analysts.  
b.To learn from the customer’s experience.   c.To lower support costs.   d.To provide answers to complex issues.

What should you do before you seek to solve an issue? 
a.Search to see if it is a known to the organization.   b.Seek out analysts who know more about the product.  
c.Set an expectation for the customer that this may take some time.    
d.State the issue clearly, in your own words.

What is a primary benefit of implementing KCS? 
a.Identification of trends in incidents and problems.   b.Improve the support center’s operational efficiency.   c.Increase the support staff’s time to proficiency.   d.Smarter support analysts to service customers.

Why is a compelling purpose statement essential to the KCS initiative? 
a.It clarifies to the organization the value it provides to all stakeholders.   b.It engages people emotionally to support the initiative.    
c.It explains the value that the organization will get in monetary terms.    
d.It provides a detailed description of the objectives of KCS.

What document defines who will have the ability to modify a knowledge article? 
a.Content Standard   b.Strategic Framework   c.Style Guide   d.Visibility Matrix

What is the primary reason for using a template or form when capturing knowledge? 
a.Customers become familiar with the format of knowledge representation. b.Integration with a service management system requires it.   c.It promotes a level of consistency in the knowledge that is captured.   d.Knowledge can be analyzed for trends and patterns of use.

What is a benefit of the KCS Competency Model? 
a.All users have equal opportunity to create quality knowledge articles.   b.Knowledge is no longer developed outside the problem solving process.   
c.Only licensed drivers create articles and the database has a high level of integrity.   d.The authority to create articles is defined by your length of time in the organization.

What is the primary objective of the strategic framework? 
a.Create a balanced scorecard of overall performance.   b.Establish a triangulation of balanced metrics.   c.Link the benefits of KCS with the goals of the organization.   d.Map out a wave-flow analysis to identify impact and risk.

What service management process is integrated with Knowledge Centered Support? 
a.Asset Management   b.Capacity Management   c.Error Management   d.Problem Management

What is a Knowledge Quality Index? 
a.A score calculated by averaging the customer feedback on each knowledge document.   b.A score calculated by averaging the results of random sampling of contributed articles.    
c.A score calculated by dividing the number of articles linked by the number of issues reported.    
d.A score calculated by dividing the number of citations by the number of articles linked.

Within the problem solving process, what is one task that needs to be repeated multiple times? 
a.Content Validation   b.Quality Scoring   c.Searching   d.Structuring

Which are Evolve Loop practices? 
a.Communication and Solution Article Improvement   b.Performance Assessment and Leadership & Communication c.Qualitative, Quantitative and Goal Oriented Measurements d.Structure and Article Health Assessment

Which KCS role is responsible for seeding the knowledge base? 
a.Everyone   b.KCS Contributor   c.KCS Publisher d.KCS Pilot Team

Which is a key principle of the Knowledge Centered Support Process Integration practice? 
a.Structured Problem Solving (SPS)    
b.Service Time Restoration (STR) c.ITIL Certified Search Technology (CST)
d.Open Loop Feedback (OLP)

What does the customer contribute to a knowledge article? 
a.Cause   b.Environment   c.Resolution   d.Title

When should a knowledge article be reviewed? 
a.After it is three months old.   b.Immediately after it has been added to the knowledge base.   c.When the reuse counter exceeds three.   d.Whenever the article is used.

Who is responsible for the quality of the knowledge? 
a.Everyone   b.Knowledge Engineers   c.Management   d.Support Analysts

What is important for the leadership to define in order to establish a common direction? 
a.A Vision   b.Rewards and Recognition Program   c.Performance Metrics   d.Technology Framework

Which KCS role is responsible for providing the vision, objectives, and resources? 
a.KCS Council   b.KCS Manager   c.Management   d.Sponsor

Why is it important to search the knowledge base after you solve an issue? 
a.To minimize redundancy.   b.To find similar symptoms.   c.To follow the process.    
d.To create a framed article.

Goals should be set on which type of metrics? 
a.Key Performance Indicators   b.Lagging Indicators   c.Leading Indicators   d.Service Level Indicators

What is a responsibility of the KCS Council? 
a.Coordinate regular feedback to the KCS Manager during the pilot phase.   
b.Define and communicate the vision.   c.Determine when knowledge should be obsolete and archived.   d.Serve as a change advisory board for the knowledge management processes.

Who normally performs the knowledge monitoring process? 
a.Everyone   b.KCS Coaches   c.KCS Publishers   d.KCS Program Team

Which of the following is least likely to motivate staff? 
a.Additional responsibility   b.Monetary compensation   c.A sense of achievement   d.The level of challenge

Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program? 
a.KCS Coach   b.KCS Council   c.KCS Program Team    
d.Sponsor

What information within a knowledge document frames the article? 
a.The issue and environment   b.The issue and resolution    
c.The issue, environment, and resolution    
d.The issue, environment, cause, and resolution

What is a common benefit from implementing Knowledge Centered Support (KCS)? 
a.Enabling an e-services strategy   b.Increasing employee attrition (turnover)   c.Reducing competencies needed for L2 support   d.Reducing the need for L2 escalations

What is a definition of Knowledge Centered Support? 
a.A book that defines knowledge management within the support industry.    
b.A method for sharing knowledge with other support center analysts.   c.A process by which support knowledge is published for self-service.    
d.A set of knowledge management best practices for support centers.

Which of the following is a leading indicator? 
a.Cost per Incident   b.Customer Satisfaction   c.Knowledge Quality Index   d.Participation Rate

How can an existing article be enhanced to improve findability? 
a.Add additional customer context when it is found.  
b.Link the article to more incidents.   c.Number the steps within the resolution.   d.Tag the article as a frequently asked question

Which KCS role is responsible for the designing the implementation and building the foundation? 
a.KCS Council   b.KCS Manager   c.KCS Program Team   d.Management

What is a difference between the solve loop and the evolve loop? 
a.The solve loop is critical for success; the evolve loop is optional.    
b.The solve loop is operational; the evolve loop is strategic.   c.The solve loop is systemic; the evolve loop is transactional.   d.The solve loop is transactional; the evolve loop is systemic

Technology is very important to successfully implementing KCS. What is an important functional requirement to ensure that Solve Loop can be enabled? 
a.The ability to capture the analyst’s context, environment, issue, and cause.    
b.The ability to provide visibility management options based upon a user’s role and department.   c.The ability to search metadata to find knowledge articles developed by trusted teammates.   d.The ability to support all the KCS processes at the speed of conversation.

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
a.Availability Management and Capacity Management   b.Configuration Management and Asset Management   c.Problem Management and Change Management   d.Service Level Management and Financial Management

What is a benefit of Structure? 
a.Ease of measurement   b.Promotes consistency and quality    
c.Saves the proper product name    
d.Sets expectations for reuse

You have just been asked by a senior manager to whom you have never spoken to before for your thoughts about the new knowledge management initiative. What item from the communications plan will benefit you most in responding, if you developed it before this encounter? 
a.The elevator pitch    
b.The frequently asked questions c.The management training    
d.The simple messages

What is the Knowledge Quality Index? 
a.A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.   b.A number assigned to each article indicating the article’s relevance.    
c.A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.    
d.A score given to a person or group indicating the result of a review of the knowledge articles they contributed.

How does KCS contribute to a sense of responsibility? 
A. The purpose statement   d.Value for the business
B. The content standard    
C. Collective ownership for content    

Which document is most likely to contain an elevator pitch? 
a.Communications Plan    
b.KCS Project Charter   c.Purpose Statement   d.Vision Statement

What is important for the leadership to define in order to establish a common direction? 
a.A Vision   b.Rewards and Recognition Program   c.Performance Metrics   d.Technology Framework

Which KCS role is responsible for managing/supervising the KCS Coaches? 
a.KCS Council   b.KCS Domain Manager    
c.KCS Manager   d.Management

A support analyst is concerned that the KCS initiative will result in a number of staff members losing their jobs. What is the best way to handle this situation? 
a.Be aware of the human resources policy for dealing with these questions.   
b.Be sensitive to their feelings and ask how they came to this conclusion.   c.Clarify that no jobs will be lost as a result of KCS implementation.   d.Tell them about the many benefits of KCS and how customer satisfaction will improve.

What is a responsibility of the KCS Council? 
a.Coordinate regular feedback to the KCS Manager during the pilot phase.   
b.Define and communicate the vision.   c.Determine when knowledge should be obsolete and archived.   d.Serve as a change advisory board for the knowledge management processes.

What is an example of an optional knowledge state? 
a.Approved   b.Draft   c.Obsolete   d.Published

Which of the following is a benefit of the Reuse practice? 
a.Capture information in the customer’s context.   b.Determine whether or not someone else is working on the same or similar issue.   c.Improve the readability of knowledge articles.   d.Search early, search often.

What is a principle of the Reuse practice? 
a.Citations are given when articles are linked. b.Quality articles are findable and usable.    
c.Seek to understand what we collectively know.    
d.Use It, Flag It, Fix It, or Add it

In which KCS practice will you find the concept of demand-driven article review? 
a.Capture   b.Content Health   c.Improve   d.Performance Assessment

What is a primary benefit of a strategic framework for the KCS initiative? 
a.It aligns the measurements from the ROI calculation with the balanced scorecard.    
b.It aligns the objectives of the initiative to the objectives of the stakeholders.   c.It defines the messaging that will drive the communications plan.    
d.It defines the requirements, resources, and expected outcomes of the initiative.

What are the three components of the KCS model? 
a.Inputs, outputs, and activities   b.Knowledge, solve loop, and evolve loop   c.Leadership, content health, and performance assessment   d.Process enablers, process controls, and process triggers

Which statement best describes the Evolve Loop? 
a.A series of events to enhance knowledge through reuse.   b.A set of practices and policies that govern the Solve Loop.   c.Individual workflows driven by the problem-solving process.   d.Transactional processes that recur frequently.

Which KCS role has the ability to fix a knowledge articles as long as it is not visible to the customer? 
a.KCS Candidate   b.KCS Contributor    c.KCS Domain Expert    d.KCS Publisher

Within the problem solving process, what is one task that needs to be repeated multiple times? 
a.Content Validation   b.Quality Scoring   c.Searching   d.Structuring

The Solve Loop within the KCS model consists of four practices. What is a practice in the Solve loop? 
a.Capture in the Customer’s Context    
b.Just-in-Time Article Quality   c.Structure   d.Seek to Understand

What is the name of a statement used as part of the KCS communication plan that is intended to engage people to learn more? 
A. The purpose statement    
B. The elevator pitch    
C. The vision statement
D. The mission statement    

What is a KCS Adoption Program? 
a.Operational plan for implementing KCS    
b.Project plan for implementing KCS c.Strategic plan for implementing KCS    
d.Tactical plan for implementing KCS

What is the last step in the knowledge monitoring process? 
a.Calculating a knowledge quality index and creating summary reports.   
b.Developing a balanced scorecard.   c.Providing feedback to analysts and management.   d.Publishing summary reports.

What role has the responsibility for making knowledge available for self-service purposes? 
a.KCS Contributor b.KCS Manager   c.KCS Publisher   d.Knowledge Domain Expert

Goals should be set on which type of metrics? 
a.Key Performance Indicators   b.Lagging Indicators   c.Leading Indicators   d.Service Level Indicators

Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program? 
a.KCS Coach   b.KCS Council   c.KCS Program Team    
d.Sponsor

What is the best reason to have a communications plan? 
a.It eliminates the common excuse of “I didn’t know.”   b.It informs all stakeholders of the objectives of the initiative.    
c.It is a defined as a project requirement by the Project Management Institute.    
d.It provides management with a tool for delivering messages.

You have been asked to develop a communications plan for your KCS project. What should you be sure to include in this plan? 
a.A branding strategy   b.Communication policies   c.Messaging for each audience   d.Standard templates for communications

Which of the following is a benefit of the Reuse practice? 
a.Capture information in the customer’s context. b.Determine whether or not someone else is working on the same or similar issue.    
c.Improve the readability of knowledge articles. d.Search early, search often.

What creates a basis for random sampling and defines how knowledge will be scored? 
a.Content Standard b.KCS Quality Criteria   c.Performance Assessment   d.Performance Triangulation

What is a stakeholder? 
A. Any person who has made a financial investment in the business.    
B. Any person who has a vested interest in the business.    
C. Any person who is employed by the business.    
D. Any person who is listed in the CRM system.

What is a key concept of the Capture practice? 
a.Knowledge is created as a by-product of solving problems.   b.Knowledge is validated before it is published to customers.    c.Knowledge must be available to all analysts all the time.    d.Knowledge must be relevant to the audience.

What is one of the primary responsibilities of the Knowledge Domain Expert? 
a.Define and document the scope of the knowledge base.   b.Document resolutions of escalated issues using the content standard.   
c.Manage the health of the knowledge base.   d.Seed the knowledge base with known errors.

What is an example of an optional knowledge state? 
a.Approved   b.Draft  
c.Obsolete   d.Published

What does UFFA mean in the context of KCS? 
a.Understand It, Flag It, Fix It, Add It    
b.Use It, Flag It, Fix It, Add It   c.Use It, Flag It, Fix It, Append It   d.Use It, Format It, Fix It, Add It

Goals should be set on which type of metrics? 
a.Key Performance Indicators   b.Lagging Indicators   c.Leading Indicators   d.Service Level Indicators

When developing a performance model, it is important to define the leading and lagging indicators. What do you need to consider when establishing key performance indicators? 
a.Activity-based metrics   b.Alignment with organizational goals    
c.Results-based metrics   d.Triangulation

What set of documents defines how to capture, structure, and manage quality knowledge articles? 
a.Content Standard b.Knowledge Standard   c.Quality Control Standard    
d.Style Guide

One similarity between ITIL and KCS is that they both are based on processes, not technology. What is another similarity between the two? 
a.Both are acknowledged as best practices.   b.Both are methodologies for service support.   c.Both are universal standards for process improvement.   d.Both were created by governments.

What is important for the leadership to define in order to establish a common direction? 
a.A Vision   b.Rewards and Recognition Program   c.Performance Metrics   d.Technology Framework

A citation is an example of what type of metric? 
a.Key Performance Indicator   b.Lagging indicator c.Leading indicator d.Qualitative Metric

Who created Knowledge-Centered Support (KCS)? 
a.HDI    
b.The Consortium for Knowledge Management (CKM) c.The Consortium for Service Innovation (CSI)   d.The Office of Government Commerce (OGC)

Which KCS role is responsible for analyzing the knowledge usage and performing tasks related to problem management? 
a.KCS Coach   b.KCS Domain Manager    
c.KCS Publisher   d.Management

What is the purpose of the Flow and Wave Matrix? 
a.To identify the largest group of escalations to target for knowledge capture. b.To identify the largest group of people to get involved.    
c.To minimize disruption and impact.    
d.To minimize risk and maximize success.

What is a primary benefit of implementing KCS? 
a.Identification of trends in incidents and problems.
b.Improve the support center’s operational efficiency.   c.Increase the support staff’s time to proficiency.   d.Smarter support analysts to service customers.

When creating your visibility matrix for KCS, which aspect should you focus on? 
a.Access and modification rights b.Defining the audience for the published knowledge  
c.Roles and responsibilities   d.The target audience for the communications strategy

Which practice is part of the Evolve Loop? 
a.Capture in the Workflow   b.Content Health   c.Reuse   d.Structure

Which KCS role is limited to using existing articles, flagging articles as necessary, and adding new articles? 
a.KCS Candidate   b.KCS Contributor   c.KCS Domain Expert    
d.KCS Publisher

Which role within KCS is most likely to be involved in problem management? 
a.KCS Contributor   b.KCS Domain Expert    
c.KCS Manager   d.KCS Publisher

How are KCS and ITIL similar? 
a.Both are based on processes and considered best practices.    
b.Both are detailed methodologies for implementing service improvements.   c.Both utilize a common glossary recognized by the European Union.   d.Both were created by government bodies to improve service.

What should you do before you seek to solve an issue? 
a.Search to see if it is a known to the organization.   b.Seek out analysts who know more about the product. c.Set an expectation for the customer that this may take some time.    
d.State the issue clearly, in your own words.

What should be included in a good content standard? 
a.A list of external knowledge repositories that are trusted.   b.Definition of the life cycle of a knowledge article.   c.Details on the roles and responsibilities of analysts.   d.Explanation of how to calculate knowledge quality index.

What is an example of metadata? 
a.Author
b.Hyperlinks   c.Resolution    
d.Title

Which KCS role is responsible for the designing the implementation and building the foundation? 
a.KCS Council   b.KCS Manager   c.KCS Program Team   d.Management

What is a responsibility of the KCS Council? 
a.Coordinate regular feedback to the KCS Manager during the pilot phase.   
b.Define and communicate the vision.   c.Determine when knowledge should be obsolete and archived.    
d.Serve as a change advisory board for the knowledge management processes.

Some of the critical success factors for implementing KCS include executive commitment, measuring the right things, and selecting the right coaches. What is another critical success factor? 
A. Developing a long communication plan.    
B. Picking the right people.   d.Selecting a vendor to guide you.
C. Getting the initial funding.    

What is one of the components of a KCS Strategic Framework? 
a.Business Objective   b.Business Strategy    
c.Key Performance Indicators   d.Tactical Work Plans

What document defines who will have the ability to modify a knowledge article? 
a.Content Standard   b.Strategic Framework   c.Style Guide   d.Visibility Matrix

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes? 
a.Availability Management and Capacity Management   b.Configuration Management and Asset Management   c.Problem Management and Change Management   d.Service Level Management and Financial Management

What should you do when handling an objection to your KCS initiative? 
a.Offer a more detailed perspective in order to persuade them.   b.Rationalize the financial benefits to the organization.   c.Seek to understand the issue from the other person’s perspective.   d.Tell them this is going forward with or without them.

How are KCS and ITIL similar? 
a.Both are based on processes and considered best practices.   b.Both are detailed methodologies for implementing service improvements.   c.Both utilize a common glossary recognized by the European Union.    
d.Both were created by government bodies to improve service.

What is a Knowledge Quality Index? 
A. A score calculated by dividing the number of articles linked by the number of issues reported.   d.A score calculated by dividing the number of citations by the number of articles linked.
B. A score calculated by averaging the results of random sampling of contributed articles.    
C. A score calculated by averaging the customer feedback on each knowledge document.    

The issue and the resolution are two components of a knowledge article. What is the third? a.Environment   b.Incident Reference   c.Problem-Solving Steps   d.Taxonomy / Categorization

Which KCS role is responsible for the designing the implementation and building the foundation? 
a.KCS Council   b.KCS Manager   c.KCS Program Team   d.Management

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
a.Availability Management   b.Configuration Management   c.Problem Management   d.Resource Management

Checklists and scorecards are an important part of what process or component within KCS? 
a.Content standards   b.Knowledge monitoring   c.Performance management   d.Style guides

What set of documents defines how to capture, structure, and manage quality knowledge articles? 
a.Content Standard b.Knowledge Standard   c.Quality Control Standard    
d.Style Guide

What should you consider when developing a purpose statement for an initiative? 
a.Can it be represented by an acronym?    
b.Does it satisfy the SMART test?   c.Is it short and memorable?   d.Will it have an impact on revenue?

You are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative? 
a.Directives   b.Embarrassment   c.Fear   d.Recognition

Which statement best describes the Evolve Loop? 
A. A set of practices and policies that govern the Solve Loop.    
B. A series of events to enhance knowledge through reuse.    
C. Individual workflows driven by the problem-solving process.   d.Transactional processes that recur frequently.

Which service management process is impacted most often by KCS? 
a.Capacity Management   b.Configuration Management   c.Incident Management   d.Service Level Management

What is the least likely reason to implement KCS? 
A. To provide answers to complex issues.
B. To lower support costs.    
C. To capture knowledge of senior support analysts.    
D. To learn from the customer’s experience.    

What is the primary focus of the Capture practice? 
A. To capture knowledge as a by-product of problem solving.    
B. To improve the readability and consistency of knowledge articles. d.To utilize a standard template and structure to capture knowledge.
C. To define clear roles and responsibilities for capturing knowledge.    

What are similarities between ITIL and KCS? 
a.Both are based on process and best practices   b.Both are frameworks for process improvement   c.Both define standards for Knowledge Management   d.Both rely on tools and technology for success

What is a key concept within Capture practice? 
a.Capture in the user’s context   b.Content is king   c.Content vitality   d.Structured problem solving

What is a responsibility of the KCS Council? 
a.Coordinate regular feedback to the KCS Manager during the pilot phase.   
b.Define and communicate the vision.   c.Determine when knowledge should be obsolete and archived.    
d.Serve as a change advisory board for the knowledge management processes.

What service management process is integrated with Knowledge Centered Support? 
a.Asset Management   b.Capacity Management   c.Error Management   d.Problem Management

What is one of the key considerations when selecting the KCS Program Team? 
a.Ability to influence others   b.Experience with Knowledge Management   c.Business knowledge   d.Understanding of the double loop concepts

In which KCS practice will you find the concept of demand-driven article review? 
a.Capture   b.Content Health   c.Improve   d.Performance Assessment

What is the primary purpose of an elevator pitch? 
a.To capture the interest of the listener.    
b.To communicate a simple message. c.To gain the commitment of an executive.    
d.To offer your support for the initiative.

What are the three primary suppliers of a knowledge article? 
a.Customers, analysts, and the company   b.Documents, collaboration, and experience   c.Incidents, problems, and known errors   d.Technical support partners, suppliers, and analysts

Who is responsible for the quality of the knowledge? 
a.Everyone   b.Knowledge Engineers   c.Management   d.Support Analysts

Which role within KCS is most likely to be involved in problem management? 
a.KCS Contributor   b.KCS Domain Expert    
c.KCS Manager   d.KCS Publisher

Which KCS role is responsible for providing the vision, objectives, and resources? 
a.KCS Council   b.KCS Manager   c.Management   d.Sponsor

What is one of the responsibilities of a KCS Candidate? 
a.Being familiar with various search engines.    
b.Fixing articles based upon demand.   c.Flagging existing articles that need to be fixed.   d.Modifying articles based upon the content standard.

Who is the proprietor of KCS? 
a.Consortium of Service Improvement   b.Consortium for Service Innovation c.Institute of Quality assurance   d.Office of Government Commerce (OGC)

Why is it important to search the knowledge base after you solve an issue? a. To minimize redundancy. b. To find similar symptoms. c. To follow the process. d. To create a framed article.

What is one of the responsibilities of a KCS Candidate? a.Being familiar with various search engines.    b.Fixing articles based upon demand.    c.Flagging existing articles that need to be fixed.    d.Modifying articles based upon the content standard.

What should you do when handling an objection to your KCS initiative? 
A. Seek to understand the issue from the other person’s perspective.    
B. Tell them this is going forward with or without them.
C. Rationalize the financial benefits to the organization.    
D. Offer a more detailed perspective in order to persuade them.    

Which service management process is impacted most often by KCS?
 
A. Service Level Management
B. Capacity Management    
C. Configuration Management    
D. Incident Management    

One similarity between ITIL and KCS is that they both are based on processes, not technology. What is another similarity between the two? 
a.Both are acknowledged as best practices.   b.Both are methodologies for service support.    
c.Both are universal standards for process improvement.    
d.Both were created by governments.

What is the relationship between Knowledge Centered Support (KCS) and the IT Infrastructure Library (ITIL)? 
A. KCS and ITIL both need technology to be efficient and effective.    
B. KCS is integrated with the Change and Asset Management workflows.    
C. Both focus on how the processes/practices improve services to the customer.    
D. One of the IT Infrastructure Library processes is Knowledge Management.

What is a primary benefit of implementing KCS? 
A. Improve the support center’s operational efficiency.    
B. Identification of trends in incidents and problems.    
C. Increase the support staff’s time to proficiency.    
D. Smarter support analysts to service customers.

What does UFFA mean in the context of KCS? 
A. Understand It, Flag It, Fix It, Add It    
B. Use It, Format It, Fix It, Add It
C. Use It, Flag It, Fix It, Add It    
D. Use It, Flag It, Fix It, Append It    

Which KCS role is responsible for managing/supervising the KCS Coaches? 
A. KCS Council    
B. Management
C. KCS Manager    
D. KCS Domain Manager    

When should a knowledge article be reviewed? 
a.After it is three months old.   b.Immediately after it has been added to the knowledge base.    
c.When the reuse counter exceeds three.   d.Whenever the article is used.

What is a key concept of the Capture practice? 
A. Knowledge is created as a by-product of solving problems.    
B. Knowledge must be available to all analysts all the time.    
C. Knowledge must be relevant to the audience.
D. Knowledge is validated before it is published to customers.    

Goals should be set on which type of metrics? 
A. Lagging Indicators    
B. Leading Indicators    
C. Service Level Indicators
D. Key Performance Indicators    

Where in the KCS methodology are Access Rights defined? 
A. Job Description    
B. Content Standard    
C. Visibility Matrix
D. Competency Model    

Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program? 
A. Sponsor
B. KCS Coach    
C. KCS Council    
D. KCS Program Team    

What is a benefit of the KCS Competency Model? 
A. Only licensed drivers create articles and the database has a high level of integrity.   d.The authority to create articles is defined by your length of time in the organization.
B. Knowledge is no longer developed outside the problem solving process.    
C. All users have equal opportunity to create quality knowledge articles.    

Which of the following drives understanding of, engagement with, and a belief in the KCS implementation? 
A. Quality Criteria
B. Communications Plan    
C. Balanced Scorecard    
D. Competency Model    

What is the name of a statement used as part of the KCS communication plan that is intended to engage people to learn more? 
A. The mission statement    
B. The vision statement
C. The elevator pitch    
D. The purpose statement    

Which KCS role is also known as the Knowledge Candidate? 
A. KCS I    
B. Domain Expert    
C. KCS III
D. KCS II    

Which of the following responsibilities separates
a KCS Candidate and a KCS Contributor role? 
a.Fixing articles on demand.  
b.Mentoring and coaching KCS Is.   c.Performing random article sampling.   d.Producing a content standard.

What role has the responsibility for making knowledge available for self-service purposes? 
A. Knowledge Domain Expert
B. KCS Publisher    
C. KCS Contributor    
D. KCS Manager    

What is a responsibility of the KCS Council? 
a.Coordinate regular feedback to the KCS Manager during the pilot phase.   
b.Define and communicate the vision.   c.Determine when knowledge should be obsolete and archived.  
d.Serve as a change advisory board for the knowledge management processes.

Which KCS role has the ability to fix a knowledge articles as long as it is not visible to the customer? 
A. KCS Domain Expert    
B. KCS Contributor    
C. KCS Candidate    
D. KCS Publisher

What is the least likely reason to implement KCS? 
a.To capture knowledge of senior support analysts.    
b.To learn from the customer’s experience.   c.To lower support costs.  
d.To provide answers to complex issues.

Which KCS role is responsible for the ongoing management of the KCS program? 
A. KCS Council    
B. Sponsor
C. KCS Domain Expert    
D. KCS Publisher    

What is a KCS Adoption Program? 
a.Operational plan for implementing KCS   b.Project plan for implementing KCS   c.Strategic plan for implementing KCS   d.Tactical plan for implementing KCS

Who is responsible for the communications plan? 
A. The Leadership Team    
B. The KCS Coach    
C. The Knowledge Manager    
D. The Program Team

What information within a knowledge document frames the article? 
A. The issue and resolution    
B. The issue and environment    
C. The issue, environment, and resolution   d.The issue, environment, cause, and resolution

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management? 
A. Availability Management    
B. Resource Management
C. Configuration Management    
D. Problem Management    

What is the primary purpose of an elevator pitch? 
a.To capture the interest of the listener.   b.To communicate a simple message.    
c.To gain the commitment of an executive.   d.To offer your support for the initiative.

What is important for the leadership to define in order to establish a common direction? 

a.A Vision    
b.Rewards and Recognition Program   c.Performance Metrics    
d.Technology Framework

What is a Knowledge Quality Index?
A. A score calculated by averaging the customer feedback on each knowledge document.
B. A score calculated by dividing the number of citations by the number of articles linked.
C. A score calculated by averaging the results of random sampling of contributed articles.
D. A score calculated by dividing the number of articles linked by the number of issues reported.

Which KCS role is also known as the Knowledge Candidate? 
A. Domain Expert    
B. KCS III
C. KCS I    
D. KCS II    

What is the primary reason for using a template or form when capturing knowledge?
A. Integration with a service management system requires it.
B. Knowledge can be analyzed for trends and patterns of use.
C. It promotes a level of consistency in the knowledge that is captured.
D. Customers become familiar with the format of knowledge representation.

What is the minimum structure of a knowledge article as defined by the KCS methodology?
A. Issue, Environment, Resolution, Metadata d. Issue, Resolution
B. Issue, Environment, Cause, Resolution, Metadata
C. Issue, Environment, Cause, Resolution

“Licensed to Drive” is part of which KCS concept?
A. Competency Model
B. Reputation Model
C. Stakeholder Model
D. Context Model

KCS is a methodology that defines how to integrate knowledge management within the ITIL Incident Management process. Knowledge Management can also be integrated into what other ITIL processes?
A. Problem Management and Change Management
B. Availability Management and Capacity Management
C. Configuration Management and Asset Management
D. Service Level Management and Financial Management

Which KCS role is responsible for the designing the implementation and building the foundation?
A. KCS Program Team
B. KCS Manager
C. Management
D. KCS Council

What should you do when handling an objection to your KCS initiative?
A. Tell them this is going forward with or without them.
B. Seek to understand the issue from the other person’s perspective.
C. Offer a more detailed perspective in order to persuade them.
D. Rationalize the financial benefits to the organization.

What is the Knowledge Quality Index?
A. A number assigned to each article indicating the article’s relevance.
B. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base.
C. A categorization of all articles within the knowledge base based on the knowledge state and the reuse counter.
D. A score given to a person or group indicating the result of a review of the knowledge articles they contributed.

What role has the responsibility for making knowledge available for self-service purposes? a. KCS Contributor
b. KCS Manager
c. KCS Publisher
d. Knowledge Domain Expert

Which KCS role is responsible for providing the vision, objectives, and resources? 
A. Management    
B. KCS Manager    
C. Sponsor
D. KCS Council    

Improved reputation, decreased costs, and scalability are examples of what?
A. Expected return from an investment in KCS for the business.
B. Measurements within the KCS balanced scorecard.
C. Quick wins within the incident management process.
D. Disadvantages of implementing KCS in the support center.

What is important for the leadership to define in order to establish a common direction?
A. Performance Metrics
B. Technology Framework
C. A Vision
D. Rewards and Recognition Program

Knowledge Management integrates with Incident Management. What other ITSM process can be integrated with Knowledge Management?
A. Availability Management
B. Resource Management
C. Configuration Management
D. Problem Management

What is the primary purpose of an elevator pitch?
A. To offer your support for the initiative.
B. To capture the interest of the listener.
C. To gain the commitment of an executive.
D. To communicate a simple message.

You are looking for ways to motivate your team to support the KCS practices. You have already focused on a sense of achievement and the work itself. What other proven motivator could you leverage to get more people to support the initiative?
A. Embarrassment
B. Recognition
C. Fear
D. Directives

What is a key concept within Capture practice? a. Capture in the user’s context
b. Content is king
c. Content vitality
d. Structured problem solving

Why is it important to search the knowledge base after you solve an issue?
A. To minimize redundancy.
B. To find similar symptoms.
C. To create a framed article.
D. To follow the process.

Which KCS role makes knowledge articles available for self-services?
A. KCS Candidate
B. KCS Domain Manager
C. KCS Publisher
D. KCS Contributor

What is one of the key considerations when selecting the KCS Program Team?
a. Ability to influence others
b. Experience with Knowledge Management c. Business knowledge
d. Understanding of the double loop concepts

What is a ditch in a KCS initiative?
A. A common type of article that must be avoided.
B. A common issue with the technology.
C. A known glitch in the process.
D. Something known to produce negative results.

What creates a basis for random sampling and defines how knowledge will be scored?
A. KCS Quality Criteria
B. Performance Assessment
C. Performance Triangulation
D. Content Standard

Checklists and scorecards are an important part of what process or component within KCS?
A. Performance management
B. Content standards
C. Knowledge monitoring
D. Style guides

What is a benefit of Structure?
A. Ease of measurement
B. Sets expectations for reuse
C. Promotes consistency and quality
D. Saves the proper product name

What is one of the primary responsibilities of the Knowledge Domain Expert?
A. Define and document the scope of the knowledge base.
B. Manage the health of the knowledge base. d. Seed the knowledge base with known errors.
C. Document resolutions of escalated issues using the content standard.

You have been tasked to define the Pilot Team for your KCS initiative. What should you consider when inviting people to participate on this team?
A. Have they contributed to the knowledge base in the past?
B. Do they have free time in the current workload?
C. Have they been trained in Knowledge Centered Support?
D. Are they a candidate to become a KCS Coach?

A nervous analyst has asked to discuss the KCS initiative with you. He explains that he is concerned about contributing his personal knowledge in fear that the organization will then not need him, and will ultimately lay him off. He directly asks you if he will be let go. How should you respond?
A. No! Of course not. We need you.
B. That is a possible outcome of any initiative.
C. I am not permitted to answer that question.
D. Tell me why you think that is a concern.

What is defined as a findable, reusable, and structured object that contains the customer’s experience, the analyst’s findings, and metadata?
A. A content standard
B. A resolution or an answer
C. A template
D. A knowledge article