Social IT Support can Compliment your Service Desk
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Social IT Support can Compliment your Service Desk - this presentation outlines the challenges facing today's IT Service Desk, and how it can address some of those challenges through the ...

Social IT Support can Compliment your Service Desk - this presentation outlines the challenges facing today's IT Service Desk, and how it can address some of those challenges through the implementation of Social IT. Delivered at the Service Desk Show (www.servicedeskshow.com) 24th April 2012.

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Social IT Support can Compliment your Service Desk Presentation Transcript

  • 1. SOCIAL IT SUPPORTcan compliment yourSERVICE DESK Maff Rigby twitter: @MaffRigby #SDITS12 ITSMARTDESK Social IT Service Management www.itsmartdesk.com
  • 2. This talk is about…Challenges facing the Service DeskWhat is Social IT?Concerns about Social ITBenefits of Social ITSteps to implement Social IT Image © Stuart Cam 2011
  • 3. About me…13 years in IT2 years in ‘non-tech’ environment11 years in startup/tech environmentMBA from Bath University 2009Founded IT SmartDesk in Jan 2011 Image © Stuart Cam 2011
  • 4. Challenges Facing the Service Desk
  • 5. The TheoryThe Service Desk is the single pointof contact for the Customer
  • 6. However… s*** happens!• Bring Your Own Device• Cloud / Consumerisation of IT• Businesses are more social• Demand for faster support
  • 7. The Reality one of many pointsThe Service Desk is the single pointof contact for the Customer Bypassed Security Budget Risk
  • 8. The Venue Effect “Popular music is popular everywhere its popular.”http://www.prsformusic.com/creators/news/research/Documents/Economic%20Insight%2010.pdf
  • 9. Two ChallengesEvolve the Service Desk to be present inthe Customer’s venue of choice!Make the Service Desk the chosen pointof contact for the Customer!
  • 10. Social IT is the answer! ** well, part of the answer anyway…
  • 11. What is Social IT?http://www.referralcandy.com/photo-gallery/14/Social-network-connected-gummi-bears-2
  • 12. 7 Concepts of Social IT Support 1. Open and transparenthttp://blog.itsmartdesk.com/7-concepts-of-social-it
  • 13. 7 Concepts of Social IT Support2. No differentiation between agent and customer
  • 14. 7 Concepts of Social IT Support3. Anyone can contribute to any item
  • 15. 7 Concepts of Social IT Support4. Customers can help each other
  • 16. 7 Concepts of Social IT Support5. All information is captured and stored
  • 17. 7 Concepts of Social IT Support 6. Knowledge sharing is implicit
  • 18. 7 Concepts of Social IT Support 7. The customer is at the centre
  • 19. The Social Service DeskTRADITIONAL SERVICE DESK SOCIAL SERVICE DESK
  • 20. Concerns around Social IT• We will lose control over our IT• This is a big departure from how we work• Will this change the underlying processes?• What happens when Customers make a mess, and we have to pick up the pieces?• Won’t Customers be so busy helping each other, that they won’t be doing their own jobs?
  • 21. Benefits of the Social Service Desk• Captures the latent IT knowledge within the organisation• Enables your Customers to help each other with those ‘quick fix’ issues• Reduces the dependency and interruptions• IT can focus on more business-critical workload• Engages your Customers!
  • 22. Social IT Support in Six Stepshttp://www.flickr.com/photos/kelehen/5237955542/sizes/l/in/photostream/
  • 23. Step 1 Are you ready to implement?
  • 24. Step 2 Set up a Twitter account
  • 25. Step 3 Define/revisit your Social Media policyhttp://blog.itsmartdesk.com/navigating-the-bermuda-triangle-of-social-media
  • 26. Step 4 Put your Service Desk on Twitter!
  • 27. Step 5 Create a Facebook page for your Service Desk
  • 28. Step 6 Add Social features to your current Service Desk platform
  • 29. To summarise… Deliver IT support in the ways your Customers want to receive it Be present in the venues your Customers choose for IT support Make your Service Desk experience relevant and irresistible!http://www.flickr.com/photos/35188692@N00/2264726286/sizes/l/in/photostream/
  • 30. And remember… Social IT is the answer! ** well, part of the answer anyway…
  • 31. Thank you! Maff Rigby maff.rigby@itsmartdesk.com twitter: @MaffRigby ITSMARTDESK Social IT Service Management www.itsmartdesk.comhttp://blog.itsmartdesk.com/social-it-support-can-compliment-your-service-desk