KCS Best Practices & Lessons Learned

About the Program

Implementing Knowledge-Centered Service (KCS) transforms how service and support teams capture, share, and evolve knowledge. This session explores proven best practices that drive successful KCS adoption and the real-world lessons learned along the way. Drawing on practical experience, the presentation will highlight common pitfalls to avoid and share strategies that lead to sustained engagement and measurable impact. Whether you're starting your KCS journey or looking to refine your current practices, this session offers actionable guidance to help your organization get the most out of KCS.

By the end of the session, we will have gained knowledge of how to:

• Avoid common pitfalls of KCS implementations
• Set your KCS program up for success
• Maintain a successful KCS program

 Presented by: Liz Bunger

 Liz Bunger is the Knowledge Management Leader at Vertex, Inc. She has been a KCS practitioner for over 18 years, helping organizations become more efficient by creating a knowledge sharing culture. She has guided organizations to save millions of dollars in support costs through KCS. Liz has led KCS implementations in multiple companies and has learned what works well and what is sure to sabotage a great KCS program.

Liz is also the Chair of HDI Local Chapters. She has been involved with the local chapters for over ten years and has a passion for growing the community.

  Liz is committed to helping the 20+ HDI Local Chapters across the US bring the knowledge, experience, and networking opportunities from HDI Conferences to the local communities.

Liz holds multiple industry certifications including KCS v.6 Practices, KCS v.6 Internal Trainer, ITIL, and Problem Management. She is an HDI Top 25 Thought Leader in 2025, and serves on the HDI Conference Advisory Board.

Agenda

1:00 to 1:15 PM – Networking and Introduction
1:15 PM to 2:15 PM – Program
2:15 PM to 2:30 PM – Survey, Prize Drawing
2:30 PM – Event Ends

Date/Time

August 22, 2025 | 1:00 - 2:30 PM ET

Membership

Interested in becoming an HDI member, click here.
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Sponsors

Platinum Sponsor: The MIL Corporation

Gold Sponsor: Splashtop 

Bronze Sponsors: InvGate, VersaTech

Web Sponsor: ASPG

Sponsor HDI Capital Area

HDI Capital Area Local Chapter provides a unique opportunity for our sponsors. We hold several meetings per year both virtual and in-person in the DC Metro area.  Our members and attendees are over 90% managers and above. This means the decision makers are in the room with you. Sponsoring our chapter will provide your company or organization exposure to federal, state, and local government agencies, healthcare, higher education, large IT systems integrators, commercial companies, schools, and small businesses.

You will have the opportunity to network and dine with the decision makers at every meeting. In addition, your company will reach our members and attendees through advertising on our newsletters and meeting announcements. The opportunities are endless. For more information, click here or email sponsorship@hdicapitalarea.com.

Learn. Grow. Achieve

Learn. Grow. Achieve encompasses what HDI’s Capital Area Local Chapter stands for – Creating unique opportunities for members and sponsors to learn from experts in the industry and one another, which results in an improvement of skills to unlock the power to reach new professional heights.

The HDI Capital Area Local Chapter offers you the opportunity to network with a dynamic community of technical customer service and support and IT service management industry leaders in the Maryland, Northern Virginia and Washington, DC area.

We come together to educate, network, learn, and form lifelong relationships. We welcome you to visit our website at https://www.hdicapitalarea.com/ or if you have questions, contact president@hdicapitalarea.com.