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.

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.

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.

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.

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?

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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The 5 biggest security risks of BYOD

The rise of remote working means more and more people are opting to use their personal laptops, phones, and tablets for work. For employees, this means more freedom and flexibility. But for IT departments, BYOD (bring your own device) can easily turn into a cybersecurity nightmare.

What is agile? Answers to 4 frequently asked questions

Discover the answers to four frequently asked questions about agile working and find out how to bring back speed and flexibility to your IT department.