Guilherme Bueno Silva

Business Process Manager

As Business Process Manager at TOPdesk Brazil, structuring processes to make things work optimally and fluidly is what makes Guilherme’s day. With more than 30 IT Service Management and Enterprise Service Management implementation projects to his name, Guilherme knows exactly how to maximize the value delivered to customers.

KPI's on a dashboard

Setting up better Service Desk KPIs

Setting up metrics is not always as simple as creating a number you want to reach. You need to set KPIs that you need to shoot for.

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Expert writing a knowledge item

5 steps to building a help desk knowledge base

Improving service delivery is a commendable goal, but few of us have the time to sit down and consider the benefits of well-constructed, knowledge base.

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