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#TFT14 Matt Laurenceau: Community Management

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After a decade of working in service management, Matt now is a community ambassador. There are tremendous synergies between the disciplines: Boosting engagement and Adoption are core to both. Also …

After a decade of working in service management, Matt now is a community ambassador. There are tremendous synergies between the disciplines: Boosting engagement and Adoption are core to both. Also Customer Success and Business Relevancy.

With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

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  • 1. Matt Laurenceau Community management. The good, the Bad, and the Ugly
  • 2. We see huge adoption and engagement on various communities (Linkedin, Twitter, Facebook, etc.) • Many ITSM tools do not enjoy great adoption (users go offprocess, or off-tool) • Many ITSM Projects do not benefit from engagement by users What can IT Service Management learn from Community Management?
  • 3. Service Management is very close to Community Management These hot keywords apply to both:
  • 4. Community Management Wikipedia Definition "management of a common resource or issue by a community through the collective action of volunteers and stakeholders"
  • 5. We’re all Community Managers! We interact, learn, share collaborate on various social networks
  • 6. • Many Companies created a Community for Members to learn from each other – – – – – – – – – – Apple BMC Software Cisco CA EMC HP NetApp IBM SAP And more!
  • 7. (screenshot) Examples are shared online For the full navigation Experience, go on http://bit.ly/TFT14_Matt
  • 8. • Interested in this topic? • Tweet me! • Interested in Prezi Technology? • Create account on http://bit.ly/AccountPrezi
  • 9. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial