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Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
Social media  it support.pptx
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Social media it support.pptx

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  • 1. Social Media & IT Support January 31, 2011 Chris DancyDirector of Digital Engagement Pink ElephantPink Elephant – Leading The Way In IT Management Best Practices
  • 2. Welcome & Agenda   Support Today   New Traditional   Hybrid   Enterprise.Next (Social IT)   Exploratory   ResourcesSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 2
  • 3. Support Today A JourneyPink Elephant – Leading The Way In IT Management Best Practices 3
  • 4. Support Today – HistorySocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 5. Support Today – SharingSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 5
  • 6. Support Today – Escaping KnowledgeSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6
  • 7. Support Today – Analyst *Forrester ResearchSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 8. New Traditional It’s old already…Pink Elephant – Leading The Way In IT Management Best Practices 8
  • 9. New Traditional – Twitter   Which   Twitter – Profile   When   Promote Information Awareness   Upcoming Outages, Changes & Information   Simple Q&A   Text Messages from the DESK   Outsource Level 1 Support (INTERNALLY)   How   Password Protect your updates   Share access to the page so that key people can post updatesSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 10. New Traditional – TwitterSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 11. New Traditional – Facebook   Which   Facebook – Fan Pages   When   Collaboration between the Service Desk Members   Real People at the Service Desk   Updates from the Service Desk in Customers Wall   ITSM Events (Calendar)   Like button for Knowledgebase   How   Curtain Sensitive Information   Events to Calendar for Support Changes   FAQ sSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 12. New Traditional – FacebookSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 13. New Traditional – Linkedin   Which   LinkedIn – Your Profile, Groups and Answers   When   Promote yourself, promote your company   Network in Groups to get information about events and best practices   Use Answers, to ask, but more importantly to ANSWER   Staff Augmentation   Events   How   Never post or answer a question with sensitive information.Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 14. New Traditional – LinkedInSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 15. New Traditional – YouTube   Which   YouTube   When   You have an image problem   Closed Incidents   How   Flip CamSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 16. New Traditional – YouTubeSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 17. HybridTools bridging Social IT and the Enterprise Pink Elephant – Leading The Way In IT Management Best Practices 17
  • 18. HybridSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 19. HybridSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 19
  • 20. HybridSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 20
  • 21. Enteprise.Next Today’s Generation of ToolsPink Elephant – Leading The Way In IT Management Best Practices 21
  • 22. Enterprise.NextSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 22
  • 23. Enterprise.NextSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 23
  • 24. Enterprise.NextSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 24
  • 25. Exploratory Trends in Social IT SupportPink Elephant – Leading The Way In IT Management Best Practices 25
  • 26. Exploratory – FacebookSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 26
  • 27. Exploratory – Location •  Orientation •  Recognition •  Near Field Communication •  IPS (Internal Positioning SystemsSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 28. Exploratory – The Help Desk   Gmail Labels   Calendar   Google Reader   Google Voice TranscriptionSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 29. Exploratory – The Help DeskSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 29
  • 30. Exploratory – TheophanySocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 31. Resources More with lessPink Elephant – Leading The Way In IT Management Best Practices 31
  • 32. ResourcesSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 33. ResourcesSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 33
  • 34. FutureSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  • 35. Special ThanksSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 35
  • 36. Questions? Chris Dancy c.dancy@pinkelephant.com http://servicesphere.com/blog http://twitter.com/servicesphere Thank You PINK ELEPHANT www.pinkelephant.comSocial Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 36

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