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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Finding the right ITSM vendor: 5 questions to ask when shortlisting solutions 

In this blog, we’ve compiled a list of 5 key questions to ask yourself when comparing ITSM providers, to help you find your perfect match.

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ITSM market trends 2022, from hybrid working to process hacking

Top 5 ITSM market trends for 2022

Discover the top 5 ITSM market trends for 2022, from employee experience in a hybrid workplace and automation to process hacking.

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Digital self-service

Digital self-service at your service desk

How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.

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