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Hannah Price

Consultant and knowledge sharing enthusiast

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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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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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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Knowledge Management

What does Shift Left mean for ITSM?
By Hannah Price on May 2, 2017

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 the trend?...

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