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Joost Wapenaar
Consultant and Project Manager
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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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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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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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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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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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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Employee engagement and customer experience: a perfect match
Digitalization is no longer a novelty. Nancy Rademaker reveals why employee engagement and customer experience go hand in hand with digital transformation.
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3 tips for going beyond the perfect digital user experience
How does your organization stand out from the crowd now that digitalization is the new normal? Thought leader Steven van Belleghem reveals his three tips!
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