Social media it support.pptx

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Social media it support.pptx

  1. 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. 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. 3. Support Today A JourneyPink Elephant – Leading The Way In IT Management Best Practices 3
  4. 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. 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. 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. 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. 8. New Traditional It’s old already…Pink Elephant – Leading The Way In IT Management Best Practices 8
  9. 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. 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. 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. 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. 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. 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. 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. 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. 17. HybridTools bridging Social IT and the Enterprise Pink Elephant – Leading The Way In IT Management Best Practices 17
  18. 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. 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. 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. 21. Enteprise.Next Today’s Generation of ToolsPink Elephant – Leading The Way In IT Management Best Practices 21
  22. 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. 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. 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. 25. Exploratory Trends in Social IT SupportPink Elephant – Leading The Way In IT Management Best Practices 25
  26. 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. 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. 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. 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. 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. 31. Resources More with lessPink Elephant – Leading The Way In IT Management Best Practices 31
  32. 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. 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. 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. 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. 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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