Joost Wapenaar

Consultant and Project Manager

Joost is an experienced Service Management Consultant at TOPdesk with a demonstrated history of working in the information technology and services industry. Among other things, his areas of expertise are ITIL, Knowledge Management, Operations Management, Knowledge Centered Service, and Tech Support.

A traditional service catalogue

The benefits of knowledge management for your service desk

What are the benefits of knowledge management for your service desk? Read why you should invest in KCS and calculate how much time it’ll save.

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Employees at work with KCS

How to implement KCS in 6 steps: Training & Coaching

Got your KCS system set up? KCS is more than just a process. Get your teams ready to make KCS successful in your organization. Preparation is everything.

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Implementing a knowledge base

How to implement KCS in 6 steps – and get measurable results

How to get Knowledge Management right? Based on years of experience, my team and I have made a 6-step plan for successfully implementing KCS.

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Creating a knowledge base

5 Vital Knowledge Base KPIs for better Self-Service

Knowledge management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It’s important to regularly measure the health of your knowledge base. How do you do this?

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Digital self-service

Practicing what we preach – how we implemented Shift Left

We are all about Shifting Left so why would be not also implement it ourselves? Read how we implemented Knowledge Centered Service and tips and tricks we learned.

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Working in a green environment

Go green or go home: Earth Day projects for your service teams

Curious how your service teams can help save the earth? We share 6 tips for Earth Day projects that’ll help your organization go green.

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What is swarming? And how does it benefit your IT support?

What is swarming? Find out how it compares to the traditional three-tiered support model and why it’s more about culture than structure.

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Creating a knowledge base

Self-service and automation – some common questions answered

There’s been an ever-growing interest in self-service and automation the last few years. And that’s great! It has a ton of benefits for service desks. But some questions still arise: does it create new work? Will it take away my work? Find out the answers in this blog.

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