Hannah Price

Service Management Consultant and Agile Coach

A regular public speaker in the service management industry, Hannah started her career as a Service Management Consultant and followed her passion to become a thought leader specializing in knowledge management. She currently works as an Agile Coach at TOPdesk UK, driving organizational change on both a process and cultural level.

Creating a knowledge base

Self-service and automation – some common questions answered

There’s been an ever-growing interest in self-service and automation the last few years. And that’s great! It has a ton of benefits for service desks. But some questions still arise: does it create new work? Will it take away my work? Find out the answers in this blog.

...

Read more
Employees using digital knowledge base

Knowledge Management best practices

Stop reinventing the wheel with every call: use the collective knowledge of the service desk to solve calls with knowledge management best practices.

...

Read more
In at the deep end with MSP's

How to simplify your change management process

Change management processes can be overly complicated at times. Find out how to simplify your change management process and make it easier for everyone.

...

Read more
The customer journey

Defining and mapping customer journey touch points

Want to know the secret to improving your customer experience? Find out how customer journey mapping and customer journey touch points can help you.

...

Read more
Problem management tips

5 Problem Management best practices

Setting up Problem Management can seem like another job to add to your already packed list. Here are 5 Problem Management best practices to help you along.

...

Read more
Getting on the right track with Shift Left

What does Shift Left mean for ITSM?

The basic idea behind shift left is simple: IT brings solutions they provide closer to the customer. These are the five core benefits of Shifting Left.

...

Read more
Knowledge management

Overcoming Knowledge Management Challenges

If you’re looking at better knowledge sharing in your organisation, one of the biggest knowledge management challenges is preparing your service desk for the change in operations. Discover how you can overcome them.

...

Read more
Getting on the right track with Shift Left

What is Shift Left and how does it work?

In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Lift. What is it? And how does it help you improve your service delivery?

...

Read more
Rethinking the ITSM design process

Rethinking the ITSM Service Design Process

ITSM is always changing. We’re constantly developing new technologies in a bid to make businesses run more efficiently. While that’s all well and good, we seem to have forgotten why we invest in these advances: to benefit people.

...

Read more
ITIL problem management

5 ideas for a better Problem Management process (step-by-step)

In this blog, I’ll go through some nifty ideas for everything from problem detection to logging your problems. It will be step-by-step based, so for some more over-arching best practices to keep in mind while implementing better Problem Management you can read my other Problem Management blog.

...

Read more
Customer experience

Why XLAs matter for your Service Delivery

It makes sense, right? Why XLAs matter for your service delivery? If our only performance metric is how many tickets we solve within what time, or how many knowledge items we create – is anyone actually assessing the quality of what we produce?

...

Read more
Employees using digital knowledge base

The changing roles and responsibilities of the Knowledge Manager

Is the Knowledge Manager the one doing most of the writing, editing and publishing? This happens quite a lot, it’s not optimal, and this is what to do about it.

...

Read more
Expert writing a knowledge item

Writing better Knowledge Base Articles

Some knowledge articles do contain the knowledge and it’s just not communicated that well, or the Knowledge base is hard to coordinate. So what do you do?

...

Read more
Starting a change management process

4 questions for starting a Change Management process

Change Management is still arguably the ITIL-process that causes most people on a project the most problems. But these problems can easily be avoided!

...

Read more
Service level agreements

Making your IT Service Level Agreements more flexible

SLAs are great for reporting to management but too much focus on that may risk long term damage to your organisation. The solution? A shift towards XLAs.

...

Read more
Service Desk Employee

The key to proactive Problem Management

When does a problem become an incident? The answer to this is ‘almost always’. So what do you do? Proactive problem management is the way to go.

...

Read more
Change management process

5 checklist items for Best Practice Change Management

Ensure change management happens smoothly in your organisation with these tips for things that should be on your change management checklist.

...

Read more
Happy employees at service desk

4 steps to a Customer-focused Service Desk culture

See how to make your Service team more customer focused by taking four quick steps towards a more customer focused culture.

...

Read more
KPI's on a dashboard

5 service desk metrics for your service departments

When almost any interaction with your Service Desk can be monitored, how do you report on the right data? These are the service desk metrics to report on.

...

Read more

You might also be interested in

Launching Enterprise Service Management in your organization

How do you launch Enterprise Service Management in your organization? Reap the benefits of working together with one of our three routes to planet ESM.

...

Read more
Implementing a knowledge base

KCS: reduce IT call volume and service desk workload

How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.

...

Read more

What is ESM, and what is its value for your organization?

ESM, or Enterprise Service Management, means working together with service departments such as IT, Facilities, or HR. Read how it benefits organizations.

...

Read more