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Articles By

Hannah Price

Consultant and Knowledge sharing enthusiast

Processes

A better Problem Management process in 5 steps
By Hannah Price on June 20, 2018

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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Customer Experience

Self-Service and automation - some common questions answered
By Hannah Price on April 12, 2018

As probably everyone knows by now, 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 Desk....

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Knowledge Management

The changing roles and responsibilities of the Knowledge Manager
By Hannah Price on March 22, 2018

Who owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...

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Knowledge Management

Creating a better Knowledge Base experience (Infographic)
By Hannah Price on March 14, 2018

Better Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.

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Knowledge Management

Writing better Knowledge Base Articles
By Hannah Price on January 18, 2018

So often, the problem with Knowledge Bases is that they are hard to understand. Either the knowledge articles do contain the knowledge and it's just not communicated that well, or the...

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Knowledge Management

Inspiring better Knowledge Management in your Service Desk
By Hannah Price on October 26, 2017

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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Customer Experience

Making your IT Service Level Agreements more flexible
By Hannah Price on September 12, 2017

While Service Level Agreements in ITSM are great for many things, relying on them too heavily will risk long term damage to your organisation. You simply get blinded by numbers and...

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Knowledge Management

Promoting better Helpdesk Knowledge Sharing
By Hannah Price on August 17, 2017

I’ve spoken before about the importance of Knowledge Management to the modern Service Desk. Not only does it help cut resolution times massively, but it also promotes a better working...

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Knowledge Management

Best Practice Knowledge Management Step-by-Step
By Hannah Price on July 28, 2017

We strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of...

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Customer Experience

4 steps to a Customer-focused Service Desk culture
By Hannah Price on June 27, 2017

Focusing on the customer can help your Service Department work more efficiently and improve the relationships with your customers and colleagues. A big part of Customer Centricity is...

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