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Applied Knowledge Management

Certification

Applied Knowledge Management is an IT Service Management (ITSM) practice that ensures knowledge is accessible, useful, and aligned with business objectives across organizations. This two-day certification course covers optimizing knowledge for decision-making, operational efficiency, and governance while building a comprehensive knowledge repository. Participants will gain real-world insights to enhance their expertise and prepare for the Applied Knowledge Management certification exam.

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Training

This course approaches Knowledge Management from an ITSM perspective. Knowledge Management (KM) is a critical discipline in IT service delivery and enterprise operations. While methodologies such as Knowledge-Centered Service (KCS) are adopted in some IT support centers and service desks, ITSM Knowledge Management and ISO 30401 Standard-based Knowledge Management Systems (KMS) offer a more structured, strategic, and enterprise-wide approach.

To successfully complete this course, it is strongly recommended that you first complete the prerequisite course titled Introduction to Applied Knowledge Management. This course will lay the foundation for understanding the essentials of the Knowledge Management practice within Service Management.

Over two engaging days, participants will gain real-world insights, practical strategies, and the expertise needed to succeed in the Applied Knowledge Management certification exam.

What You Will Learn

After completing this course, you will:

  • Understand ITSM Knowledge Management concepts
  • Understand the ITSM Knowledge Management practice activities
  • Define Practice Roles and Responsibilities and the Practice Governance Policy
  • Understand how to Measure the Practice and embed Continual Improvement

Who Should Attend?

  • Knowledge Management Practice/Process managers
  • Service Management leads and/or managers
  • Process Owners
  • Practitioners and Stakeholders who want to gain a better understanding of the Knowledge Management Practice and process

Course Outline

Unit 1: Knowledge Management Concepts Review

  • Revisit the Knowledge Management practice purpose
  • Understand the value in operating a Knowledge Management practice
  • Examine the activities within the scope of Knowledge Management
  • Review Knowledge Management definitions

Unit 2: Knowledge Management Activities

  • Understand when Knowledge Management activities are engaged by an organization
  • Explore sources of potential knowledge assets and their uses
  • Review Knowledge Management activities
  • Examine each practice activity in detail

Unit 3: Practice Roles and Responsibilities and Practice Governance

  • Explore the practice RACI Chart
  • Understand key roles and responsibilities in Knowledge Management activities
  • Understand the need for policies governing the execution of practice activities

Unit 4: Measuring the Practice and Continual Improvement

  • Explore examples of best practice measurements for practice performance
  • Examine the importance of continual improvement to the Knowledge Management practice

Virtual Classroom

Calendar Price: $1,999

These scheduled workshops provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software, students interact with the instructor without ever leaving their desk.

  • Minimizes the impact on your schedule with a two-day training class.
  • Learn only what you need to with targeted, topic-specific workshops.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

Private Group Training

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.
Jun 23, 2025 - Jun 24, 2025
HDI, Virtual Classroom 		Applied Knowledge Management On or before Apr 28, 2025 :
Price: $1,899.00

After Apr 28, 2025 :
Price: $1,999.00 		More Info Add to Cart
Sep 16, 2025 - Sep 17, 2025
HDI, Virtual Classroom 		Applied Knowledge Management On or before Jul 22, 2025 :
Price: $1,899.00

After Jul 22, 2025 :
Price: $1,999.00 		More Info Add to Cart
Nov 06, 2025 - Nov 07, 2025
HDI, Virtual Classroom 		Applied Knowledge Management On or before Sep 11, 2025 :
Price: $1,899.00

After Sep 11, 2025 :
Price: $1,999.00 		More Info Add to Cart
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your or find an to discuss your needs.


Certification Exam

All HDI courses and certification exams are based on and developed from the HDI certification standards. They reinforce the core concepts of the HDI certification standards and provide skills-building opportunities.

The Applied Knowledge Management exam consists of forty (40) multiple choice questions and must be completed in sixty (60) minutes. A minimum score of 80% is required to pass this certification exam; individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description