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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ITIL Service Lifecycle

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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Digital user experience

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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