Guilherme Bueno Silva
Business Process Manager
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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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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ITAM vs ITSM – how they differ and complement each other
Industry expert Stephen Mann dives into ITAM vs ITSM. What exactly is IT Asset Management (ITAM) and how does it relate to ITSM?
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What happened to the ITIL service lifecycle in ITIL 4?
Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.
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Find out where you stand with the TOPdesk Maturity Model
Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.
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