ITSM and Social Media

Chris Dancy, ServiceSphere Session 220: ITSM and Social Media

Agenda
Introduction – Who Do You Think You Are
The Way We Were – Support Evolution
Who Let The Dogs Out – Transparency
People Are Talking – Tools for Sharing
Shhhh – Tools for Listening
More with Zero – Resources
Future Leaders - Alignment

Disclaimer
There are no pioneers on this topic
There are no leaders on this topic
There is no evidence to support this topic
Social Media vs.. Social Networking
There will be some FUD
My writing is horrible
@ServiceSphere #Fusion10

Who Do You Think You Are?
Started as a Help Desk Tier One 1990
Moved to Help Desk Manager
FrontRange HEAT & ITSM Consultant
Founder ServiceSphere, Focus on IT Marketing Management

WARNING
Examples shown are REAL TIME
Some may not be suitable for “professional audiences”

If
If you don’t own your IT image, someone else will.
CRM Call Center IT Support

DEFINED

Social Networking Defined
It’s about getting information faster
It’s about getting information targeted for YOU
It’s about connecting to “People”
It’s about on-demand overload
It’s about “feeling” connected
It’s about tuning out, so you can tune in
It’s about Ego
It’s about TIME

Overview
Defined-
Removing all obstacles between consumer and provider
Rock Stars – Missing PR * Multi-National * Organizations – Marketing / Customer Service / Support * News Agencies – Roving Reporters (i-Report), Associated Press * Analysts - ?
Curation of media for consumers and providers
LBS, Location based Services
Influence is the new SEO
Mobile revolution
Single Purpose Apps

Overview
Un-Defined – Where the Money will Be
Security
Processes
Governance
Toolsets

The Way We Were

The Way We Were
Generational Shift In Information

Analysts *Forrester Research

Social Media Strategy
Do NOT Create a Social Media Strategy for Each Department.*
Engagement Strategy
Influence Strategy
Activation Strategy
*DDB Canada

When NOT to use Social Media
Don’t have a conversation agent
Don’t understand the data (Think Matrix)
Don’t have a policy
Lacking Analysis of Your Community

Education vs. Instruction

Who Let The Dogs Out
Having “The Talk”
Management – Mom & Dad
Education
Abstinence vs. Protection
Employees – Sis & Bro
Rules
Safety
Customers – The Neighbors Kids
Trust but monitor

Talking

People Are Talking – Talk Back
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 updates

Live Demo
Service Desks On Twitter? Yep!

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’s

Live Demo
Service Desks On Facebook? Yep!

WAIT…..

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.

Which:
YouTube–
When
You have an image problem
Closed Incidents
How
Flip Cam

Live Demo
Service Desks On YouTube? Yep!

Google – The Help Desk
Gmail Labels
Calendar
Google Reader
Google Voice Transcription

More With Zero

More With Zero
SeesMic
Look
Web, Desktop, Mobile
Pros/Cons
TweetDeck
Desktop, Mobile
Pros/Cons

Social Media & ITSM - Future?
Orientation
Recognition
IPS (Internal Positioning Systems

Doing Chicken Right

The Future

Future

Enterprise Software and Social Media
Activity Streams - Filters
People
Location
Time/ Date
Events
Topics
Activity Streams - Reqs
Save Filters
Trending Topics
Simulations
Predictions

Enterprise Intuition
Systems vs.. People Trending

Our Time is Now

Future Leaders
Alignment
Create your future by inventing it.
If Sales Does It….
Business Marketing is Struggling, lead the way.
The 1 st and maybe last time you agree

Thank you Contact details:
Social Media and ITSM
Session #220
Chris Dancy [email_address] 303-459-4083

ITSM and Social Media

by Chris Dancy

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ITSM and Social Media Presentation Transcript