How Social Media is turning IT Service Management on its head

Social IT – how social media is turning ITSM on its head Maff Rigby ITSMARTDESK Social IT Service Managementhttp://www.flickr.com/photos/amymichelle/679605945/

Setting the scene… Image © Stuart Cam 2011

This talk is not about…How to use TwitterHow to use FacebookHow to control the use of social mediawithin the workplace Image © Stuart Cam 2011

This talk is about…Social MediaSocial Media conceptsUsing these concepts in ITSM Image © Stuart Cam 2011

About me…12 years in IT2 years in ‘non-tech’ environment10 years in startup/tech environmentFounded IT SmartDesk in Jan 2011 Image © Stuart Cam 2011

Why is it important to embrace Social Media concepts in ITSM? • Social media is here to stay • Rapidly replacing all other forms of communication! • Facebook now entering the SMS space! • Social Enterprise solutions • Speed of communication is increasing!http://www.flickr.com/photos/hawee/3271497735/sizes/l/in/photostream/

Some facts about Facebook• 800 million active users• 50% of active users log on in any given day• People spend over 700 billion minutes per month on Facebook!

Some facts about Facebook• Average user is connected to 80 community pages, groups and events• Average user creates 90 pieces of content each month• More than 30 billion pieces of content shared each month

Some facts about Twitter• 100 million users• 400 million monthly unique visitors• 230 million tweets per day• 3 million websites have the Tweet button• 100 million clicks per month to other websites

Market Value• Apple $360bn• Microsoft $223bn• IBM $200bn• Google $173bn• Facebook $100bn• HP $45bn• CA $10.6bn• Twitter $8bn• BMC $7.4bn

itSMF vs. Twitter Already following Followed Didnt follow Not on Twitter 84% of speakers not active on Twitter!http://www.flickr.com/photos/zoetnet/4851076461/sizes/l/in/photostream/

WHAT IS SOCIAL MEDIA?http://www.flickr.com/photos/erikcharlton/2303709058/sizes/o/in/photostream/

Social Media is…http://www.mfauscette.com/software_technology_partn/2011/09/the-three-cs-of-social-business.html

HOW ARE WE EXPLOITING THESE INNOVATIONS WITHIN ITSM?http://www.flickr.com/photos/erikcharlton/2303709058/sizes/o/in/photostream/

Real-time chat

Wall concept

Live Feed

Twitter Customer Support

Tweetages

Ask/answer questions

Video troubleshooting

CAN WE APPLY ANY MORE OF THESE INNOVATIONS WITHIN ITSM?http://www.flickr.com/photos/erikcharlton/2303709058/sizes/o/in/photostream/

Share what you’re doing

Follow an incident, not a person…

Crowd-sourced knowledge

Add location relevance to data

Chat to multiple people online Social Media is constantly evolving, and new ways of communicating are evolving daily.

Collect a ridiculously large amount ofdata about how yourcustomers use your service, and then use it to improve!

And there are other concepts… …we just don’t know about them yet. Which emerging methods will create benefits for ITSM in the future?http://www.flickr.com/photos/wingsofahero/3374370563/

To summarise… Social Media has introduced a whole bunch of innovative ways in which people can interact with each other, and the environment around themhttp://www.flickr.com/photos/35188692@N00/2264726286/sizes/l/in/photostream/

To summarise… This innovation will continue as the internet evolves, in ways we can only dream of today!http://www.flickr.com/photos/35188692@N00/2264726286/sizes/l/in/photostream/

To summarise… Some of these concepts seem crazy at first, but in time they will become accepted ways of interactinghttp://www.flickr.com/photos/35188692@N00/2264726286/sizes/l/in/photostream/

To summarise… By embracing these innovative ways of interacting, we can improve IT Service Management tools and processes to fit the needs of ourhttp://www.flickr.com/photos/35188692@N00/2264726286/sizes/l/in/photostream/

THANK YOU Maff Rigby maff.rigby@itsmartdesk.com @MaffRigby ITSMARTDESK Social IT Service Managementhttp://www.flickr.com/photos/erikcharlton/2303709058/sizes/o/in/photostream/

How Social Media is turning IT Service Management on its head

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