Matt Laurenceau
Community management.
The good, the Bad, and the Ugly
We see huge adoption and engagement on
various communities (Linkedin, Twitter,
Facebook, etc.)

• Many ITSM tools do not e...
Service Management is very close to
Community Management
These hot keywords apply to both:
Community Management
Wikipedia Definition
"management of a common resource or
issue by a community through the
collective ...
We’re all Community Managers!

We interact, learn, share
collaborate on various
social networks
• Many Companies created a Community for Members to
learn from each other
–
–
–
–
–
–
–
–
–
–

Apple
BMC Software
Cisco
CA...
(screenshot)

Examples are
shared online

For the full navigation Experience, go on
http://bit.ly/TFT14_Matt
• Interested in this topic?
• Tweet me!

• Interested in Prezi Technology?
• Create account on http://bit.ly/AccountPrezi
With thanks to our slides
sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial
#TFT14 Matt Laurenceau: Community Management
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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 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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#TFT14 Matt Laurenceau: Community Management

  1. 1. Matt Laurenceau Community management. The good, the Bad, and the Ugly
  2. 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. 3. Service Management is very close to Community Management These hot keywords apply to both:
  4. 4. Community Management Wikipedia Definition "management of a common resource or issue by a community through the collective action of volunteers and stakeholders"
  5. 5. We’re all Community Managers! We interact, learn, share collaborate on various social networks
  6. 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. 7. (screenshot) Examples are shared online For the full navigation Experience, go on http://bit.ly/TFT14_Matt
  8. 8. • Interested in this topic? • Tweet me! • Interested in Prezi Technology? • Create account on http://bit.ly/AccountPrezi
  9. 9. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial

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