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ITIL V3 Chief Architect's Practical Guide to Leveraging Social Media for IT Operations

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Slides from the latest Axios Systems webinar where ITSM Queen Sharon Taylor discusses social media in ITSM

Slides from the latest Axios Systems webinar where ITSM Queen Sharon Taylor discusses social media in ITSM

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  • Managing Incidents Requests Communicating with customers Communicating with service tiers Lower costs More responsive Better SLA management
  • Social Collaboration – Crowdsourcing for the IT User Complex Incidents and Changes often require multiple skilled resources to work together to resolve and/or process them. However, those same highly skilled personnel are often employed doing other things when their input might be required. It is this issue that social collaboration for IT users is meant to resolve. When logging a particular ticket, IT users may choose to create a collaborative session and invite multiple resources to work together to solve a complex issue. IT users may then log onto that particular session and iron out details in a short order. Should some users be unavailable, the collaborative session will act similarly to a bulletin board allowing messages and ideas to be posted and responded to as users are available. If the session resolves the issue, it may be nominated for inclusion in the Knowledge Base. At this point, it would simply be routed to the Knowledge Manager who would format it appropriately, and add it to the Knowledge Base.
  • Breaking down silos – cross functional teams collaborating. Different skills, disciplines. Launch a session instead of email Capturing a typical conversation that might otherwise be happening on multiple sources like email, phone, etc. By using social media, we can now make this searchable and this helps to ensure we continue to follow process workflow =
  • Peer to Peer Support For IT this allows an individual to handle multiple issues / requests at once and provide instant support increasing customer satisfaction. For Business Users (End Users) this means they still perform revenue producing activities while working through support issues. IT –to- IT collaboration Helps solve complex issues rapidly reducing support time / cost as well as increasing the uptime and availability of critical business services thus increasing end user satisfaction, business productivity and leaving a more positive perception of IT. Crowd sourced Community Support This feature can reduce the cost of support by avoiding phone and email to resolve issues. It also allows users to maximize their usage of key business applications and in turn increase their productivity and their business ’ revenue
  • Governance & compliance Applying corporate or IT governance to externally owned and managed assets Negative exposure or poorly managed use of social media can threaten business reputation, security, policies   Mitigate these risks by ensuring strategic objectives and compliance and use policies are created or revisited with the added use of social media in mind. Process integration Within ITSM and business the use of social media transforms how processes are executed Failing to spend effort on integrating processes with social media use   Mitigate this risk by revisiting how business and IT processes are changes in your organization with the added use of social media and revise process workflows to incorporate this. Public exposure Staff use of public social media can trigger instant and sometimes overwhelming reactions from staff, followers, customers, etc. The use of public social media creates instant opinion driven reaction and can spiral into negative exposure for business and ITSM   Mitigate this risk by ensuring that policies for when, how social media is used and what is and is not considered acceptable use. ROI Use of social media without carefully planned implementation can create unexpected costs Uncontrolled, un monitored use and ITSM support costs for business customer use of social media can add hidden service costs   Mitigate this risk by first understanding the expectation your customers and staff have for supporting this environment and factor these costs in as part of overall IT service costs. Security Still the number one concern with externally managed environments is the security. Failing to consider the organization security needs can expose IT and the business to vulnerabilities   Mitigate this risk by reviewing the intended use of social media within the context of how it fits into your existing security management practices and look for vulnerabilities that might emerge as a result of introducing its use. Support Business expectation for IT to support their use of social media IT not having the capability, knowledge or skills to adequately manage and support the use of social media within.   Mitigate this risk by taking the approach that this is the same as introducing any new technology and ramping up the skills, roles and work practices needed to support it. Value Ensuring value for the use of social media Lack of defined measures to quantify value for money.   Mitigate this risk by developing a cost model just as you would for a service and define what parameters will justify value and how they will be measured.

Transcript

  • 1. Axios SystemsITIL V3 Chief Architect’sPractical Guide toLeveraging Social Media forIT OperationsSharon Taylor, PresidentAspect Group Inc. 1
  • 2. Practical Guide to Leveraging Social Media for IT OperationsAgenda Social media in context Growth of social media Is social media a service? Business and social media Impact to the ITSM provider ITSM providers and social media Incidents, Problem, & Knowledge Management Challenges and risks to ITSM Expert advice assyst10 demonstration Q&A 2
  • 3. Social Media in Context 3
  • 4. Growth of Social Media Twitter has 200 million users and generates 250 million tweets every day LinkedIn has 150 million users from 200 countries YouTube has over 4 billion videos viewed in a day 53% of employers now 75% of brand “likes” 43% of companies use research potential job come from successful blogging as a means candidates online on public advertising within of marketing social networks Facebook 4
  • 5. Is Social Media a Service? ITIL®’s definition of service…“A means of delivering value to customers by ✔facilitating outcomes Customers want to achieve… ✔without the ownership of specific costs and risks” ✔We manage, support, communicate and use and useSocial media for achieving something.Social media in all its forms is really a service asset ITIL® is a registered trade mark of the Cabinet Office 5
  • 6. Business and Social Media Strengthen relationships with customers Enhance their brand awareness or preference Share information and ideas with customers Increase revenue by attracting new customers Leverage viral marketing Provide business transparency Create intellectual assets Conduct research Lower costs, enhance productivity Help people work better with each other 6
  • 7. Impact to the ITSM Provider• Understand the complexity• Provide governance and policies for use• Expert authority on exploiting social media• Trusted advice and guidance• Predict impact• Administer security and access• Influence decisionsAll while managing the business RISK!!! 7
  • 8. ITSM Providers and Social Media Customers choose how to communicate Service chat Replace phone calls Remote access Follow what is important User interface Knowledge base Discussion groups Satisfaction surveys Service marketing Problem teams Collaboration Professional forums Access on a variety of devices Communicate service status Team collaboration Status updates Service Desk Greater range and hence Information sharing Change alerts Topical advice and info Service info Customer opinion platform Communication is multi-directional value for the customer and collaborative 8
  • 9. Managing Incidents 9
  • 10. Problem ManagementCaptures experience from acrossthe organization, not just in ITCan leverage externalknowledge and experiences for Crowdsource problem solving Publish workaroundsgreater root cause identification Identify trends Collaborative Root cause analysisand triage Major incident status reporting User training and knowledgeDemonstrates transparencywithin the organization atcommitment to collaboration Problem managementover IT only mindsetLocation independent IT to ITcollaboration 10
  • 11. Problem Management 11
  • 12. Problem Management Invite Others 12
  • 13. Emerging Uses of Social Media within ITSMITSM tools using full integration with Social networking apps Automated ticketing from social platforms Peer to peer live support Monitoring support communication Collaboration between providers Push notifications to devices on social platforms Social sites dedicated to product knowledge Social profiles within ITSM tools Service catalogs hosted on social media platforms 13
  • 14. Knowledge Management with an Edge Self help knowledge bases Monitoring Virtual, collaborative gamification for learningMeasuring, trending Influencing behavior, productivity, demand Greater contributor to organizational goals 14
  • 15. Dynamically Building Knowledge Quick Links to FAQs Reviews End users can open a new incident/request if the knowledge procedure did not satisfy their needs Procedures can contain both inline images, hyperlinks and attachments. 15
  • 16. Challenges and Risks to ITSM Governance & Compliance Negative Exposure Process Integration Security Support ROI and Value 16
  • 17. Addressing Challenges and RisksEnsure strategic objectives, compliance and use policiesare created or revisited with use of social media in mindExamine how business and IT processes will change in yourorganization with use of social media and revise processworkflows to incorporate thisEnsure that policies for when, how social media is usedand what is and is not considered acceptable use. 17
  • 18. Addressing Challenges and RisksReview the intended use of social media within thecontext of your existing security management practices-look for vulnerabilities that might emerge as a result ofintroducing its use.Understand the expectation your customers and staff havefor supporting this environment and factor these costs in aspart of overall IT service costs 18
  • 19. Addressing Challenges and RisksThis is the same as introducing any new technology-rampup the skills, roles and work practices needed to support itDevelop a cost model just as you would for any serviceand define what parameters will justify value and how theywill be measured 19
  • 20. In SummaryThe same guiding ITSM principles apply Cost, benefit, reward People, processes, & return products, partners Measuring, outcomes, Attitudes, behaviors, capability, cultural values, performance 20
  • 21. assyst10 Demonstration Jason Hopwood Senior Business Solutions Consultant – ITIL Master Axios Systems 21
  • 22. Social IT Management - Our Approach Social IT ManagerMeasurement Develops the Social Data Analysis Communications Infrastructure Customer Support Reporting Overseas SM Activity Monitoring Coordinates SM Activity Support Provides Leadership + Support TriageIT PR + Reputation Integration Mgmt FeedbackMonitoringResponding to CrisesContent, Events and Promotion Axios assyst - Internal Collaboration Hub Community Management Monitoring IT Marketing Responding to Inquires Research Content / Knowledge Content Triage Development Integration Promotions Gamification 22
  • 23. Social IT Management – Reducing Support Costs 23
  • 24. QuestionsPlease connect with us on social media: @Axios_Systems /axios-systems /axios-systems /axiossystems blog.axiossystems.com 24