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Consortium for Service Innovation

KCS v6 Practices Certification Study Guide

Education and Reading List

Attending a KCS v6 Practices Workshop is recommended but not required. The following reading list is strongly recommended:

All documents can be accessed for free.

Exam Topics and Objectives

The exam is based on the documentation listed in the “Education and Reading List” above. No specific product or technology is covered in the exam. Specifics about individual company content standard, roles, workflow and life cycle states that are unique to an organization are not included in the exam.

The exam is based on the generic practices as described in the KCS documentation. The exam was built with the idea of answering the following question: “If you hired someone to manage or advise you on a KCS adoption what would you expect them to know?”

KCS v6 Principles

  • Know that KCS in v6 stands for Knowledge-Centered Service.
  • Identify how Abundance contributes to KCS success.
  • Identify how Create Value contributes to KCS success.
  • Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way.
  • Identify how Trust contributes to KCS success.

KCS Core Concepts





Content Health

Process Integration


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