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Articles By

Hannah Price

Consultant and knowledge sharing enthusiast

Self Service

Self-Service and automation - some common questions answered
By Hannah Price on April 29, 2021

As probably everyone knows by now, there's an ever-growing interest in self-service and automation. And that's great! It has a ton of benefits for service desks. But some questions still...

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Knowledge Management

Knowledge Management Best Practices
By Hannah Price on April 15, 2021

If you're looking for a way to decrease the amount of time spent on recurring calls, investing in Knowledge Management is a great strategy. At a modern service desk, employees resolve...

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ITSM Processes

How to simplify your change management process
By Hannah Price on August 6, 2020

Change management processes sometimes become overly complicated. When you get too caught up in the process, you tend to forget to involve your stakeholders and end users. So what can you...

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Customer Experience

Defining and mapping customer journey touch points
By Hannah Price on April 9, 2020

You're trying to increase your customer satisfaction score or improve the image of your IT department. Have you considered mapping your customer journeys?

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ITSM Processes

5 Problem Management best practices
By Hannah Price on September 12, 2019

In Service Departments, there’s a tendency to focus on resolving immediate incidents rather than addressing the underlying problems. The catch-22 is that those problems lead to more...

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Knowledge Management

What does Shift Left mean for ITSM?
By Hannah Price on August 1, 2019

Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left still...

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Knowledge Management

Overcoming Knowledge Management Challenges
By Hannah Price on March 26, 2019

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

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Knowledge Management

[Video] What is Shift Left and how does it work?
By Hannah Price on September 13, 2018

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

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Customer Experience

Rethinking the ITSM Service Design Process
By Hannah Price on August 15, 2018

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...

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ITSM Processes

5 ideas for a better Problem Management process (step-by-step)
By Hannah Price on July 26, 2018

A good, proactive Problem Management process is a crucial way to minimize the impact of disruptions whilst increasing satisfaction and trust, of your customers when incidents occur....

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