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Gökhan Tuna

Self Service

4 tips for a successful digital service catalogue
By Gökhan Tuna on March 14, 2019

In my previous post I explained how to approach building and maintaining your service catalogue in an agile way. This time, I’ll dive into the question: How do you apply the Agile...

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Customer Experience

How a service catalogue helps you increase customer satisfaction
By Gökhan Tuna on February 21, 2019

According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about...

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Agile Service Management

An agile approach to your service catalogue
By Gökhan Tuna on January 17, 2019

Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regularly update the service catalogue? My...

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Metrics & KPIs

Using a baseline measurement to achieve service excellence
By Gökhan Tuna on November 29, 2018

Are you planning to do an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of making your project successful.

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Customer Experience

Do you want real feedback? Start looking for angry customers
By Gökhan Tuna on October 11, 2018

So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds...

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ITSM Processes

Best Practice Service Management: A step by step guide
By Gökhan Tuna on August 1, 2017

In our previous blogs we explained why IT needs an alternative for ITIL, and introduced a Best Practices for Service Management (BPSM) to help you simplify your processes and improve...

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ITSM Processes

What is Best Practice Service Management?
By Gökhan Tuna on July 25, 2017

The way forward for ITSM is customer focus. Think all you want about how you manage incidents efficiently, but if you don't put your customer in focus in that process, your department...

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ITSM Processes

Why ITIL isn't the answer to today's ITSM challenges
By Gökhan Tuna on July 18, 2017

For decades, service management frameworks such as ITIL have shaped how supporting departments go about their daily tasks. So why are organisations struggling to translate excellent IT...

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