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Gökhan Tuna

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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Processes

A step by step guide to Best Practice Service Management
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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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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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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