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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3D impression of maturity model

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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4 things IT professionals really want to say to their end-users

IT professionals are only human. And sometimes, all they want is to be brutally honest. Here are 4 things IT professionals really want to say.

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4 ways Game of Thrones teaches us about customer experience

It’s been a couple years since the completion of HBO’s hugely successful series, Game of Thrones. If you haven’t seen it yet, don’t worry: We won’t spoil the ending for you! Instead, we’d like to share some surprising wisdom that the series’ characters impart about customer experience.

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