Breakfast Briefing12Collaborative Support Models – Internal and External IT Teams
@servicesphere                                   #SMFusion12                          Agenda    •   Overview    •   Market...
@servicesphere                                #SMFusion12                 Collaboration   Network    Support              ...
@servicesphere                    #SMFusion12      Collaboration and Support      MARKET SHIFT
@servicesphere                      #SMFusion12                 Gartner’s Ideas                         • Social          ...
@servicesphere   #SMFusion12
@servicesphere                                          #SMFusion12                 Collaboration & Support     Devices   ...
@servicesphere                                         #SMFusion12                          Support    Support 2003       ...
@servicesphere                    #SMFusion12      Collaboration and Support      SKILLS
@servicesphere                                                      #SMFusion12                                       Skil...
@servicesphere                                               #SMFusion12                                             Skill...
@servicesphere                                                               #SMFusion12                                  ...
@servicesphere                    #SMFusion12      Collaboration and Support      TOOLS - CONSUMER
@servicesphere                            #SMFusion12                 Consumer Collaboration
@servicesphere                    #SMFusion12      Collaboration and Support      TOOLS - ENTERPRISE
@servicesphere          #SMFusion12                 2003
@servicesphere          #SMFusion12                 2013
@servicesphere               #SMFusion12                 2003-2013
@servicesphere                           #SMFusion12            Collaboration Requirements    •   Profiles    •   Streams ...
@servicesphere               #SMFusion12                 In action
@servicesphere                                           #SMFusion12                      2013 &Beyond    Location        ...
@servicesphere                    #SMFusion12      Collaboration and Support      TOOLS / SKILLS - YOUPRISE
@servicesphere                         #SMFusion12       For You   For Robots   For Others
@servicesphere                                             #SMFusion12                                   Create           ...
@servicesphere                                          #SMFusion12                                                       ...
@servicesphere                                                    #SMFusion12  Trusted        Source   Engines   Knowledge...
@servicesphere                    #SMFusion12      Collaboration and Support      METRICS
@servicesphere                                         #SMFusion12                           Metrics    Metrics 2003      ...
#HDIPhilly   @servicesphere   http://bit.ly/leadit       @servicesphere                                               Metr...
@servicesphere                #SMFusion12                 MetricsCommunal                 Saba                   Personal
CHRIS DANCYchris.dancy@servicesphere.comText “chrisdancy” 50500 or Twitter @servicesphere
Collaborative Support Models for Internal and External IT Teams - itSMF Fusion 12 #SMFusion12
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Collaborative Support Models for Internal and External IT Teams - itSMF Fusion 12 #SMFusion12

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Collaborative Support Models for Internal and External IT Teams
itSMF USA - Service Management Fusion 2012
Tuesday, October 30 at 7:30 AM
Dallas, Texas
#SMFusion12

Knowledge-based support communities are rapidly moving to models that are not easily defined or measured. The line between traditional incident management and external support has been blurred to the point where the marketing, support, and infrastructure teams act as one department. Explore the different models of support being used by global organizations today.
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  • Support has left IT Management
  • Links, Not FilesLockers, Not File SystemsDevices, Not FoldersEMAIL is a router for information, not an information store
  • What you share and how it is consumed determines has become a determining factor in a knowledge economy.LEFT (CONSUMER):KloutKredPeer IndexRIGHT (ENTERPRISE)1. RyppleChatterSABA{EXPLAIN PHOTOS}
  • WHAT THE PURPOSE OF THE SLIDE:textWHAT'S ON THE SLIDE:textTAKE AWAY / QUESTIONS TO ASK YOURSELF ABOUT THE SLIDE?text
  • Collaborative Support Models for Internal and External IT Teams - itSMF Fusion 12 #SMFusion12

    1. 1. Breakfast Briefing12Collaborative Support Models – Internal and External IT Teams
    2. 2. @servicesphere #SMFusion12 Agenda • Overview • Market Shift • Skills • Tools - Consumer, Enterprise, Youprise (BYOY) • Metrics
    3. 3. @servicesphere #SMFusion12 Collaboration and Support OVERVIEW
    4. 4. @servicesphere #SMFusion12 Collaboration Network Support Community TRUST
    5. 5. @servicesphere #SMFusion12 Collaboration and Support MARKET SHIFT
    6. 6. @servicesphere #SMFusion12 Gartner’s Ideas • Social • Mobile • Value
    7. 7. @servicesphere #SMFusion12
    8. 8. @servicesphere #SMFusion12 Collaboration & Support Devices Applications Data / Metrics • Mobile Phones • Social • Data Traffic • Tablets Network • Location • Internet of Things Apps • Pattern • Quantified Self • Location Recognition Sensors Based Apps • Sentiment • Medical • Biological
    9. 9. @servicesphere #SMFusion12 Support Support 2003 Support 2013 • Authenticity • Metrics • Collaborative • Methods • Experiential • Frameworks • Instant / Trusted • Answers • Alternatives • Tools • Hyper Local • Incidents / Problems • Praise & Feedback • Permissions
    10. 10. @servicesphere #SMFusion12 Collaboration and Support SKILLS
    11. 11. @servicesphere #SMFusion12 Skills Knowledge Work 2003 Knowledge Work 2013 1. Email 1. Work Narration 2. Survey 2. Experience Mapping 3. Software Based 3. Channel Based 4. Document Based 4. Link Based 5. Network Player 5. Team Player 6. Knowledge Locker 6. File Retrieval 7. Context 7. Relevance 8. Trust / Authenticity 8. Soft Skills EQ 9. Personal Sourcing / Mall 9. Out Sourcing / In Sourcing Sourcing 10. Tasks 10. Micro-Tasks
    12. 12. @servicesphere #SMFusion12 Skills Community IT Support Management Customer Support Enterprise Collaboration Via Oscar Berg @oscarberg
    13. 13. @servicesphere #SMFusion12 Skills Via Oscar Berg @oscarberg Via Oscar Berg @oscarberg
    14. 14. @servicesphere #SMFusion12 Collaboration and Support TOOLS - CONSUMER
    15. 15. @servicesphere #SMFusion12 Consumer Collaboration
    16. 16. @servicesphere #SMFusion12 Collaboration and Support TOOLS - ENTERPRISE
    17. 17. @servicesphere #SMFusion12 2003
    18. 18. @servicesphere #SMFusion12 2013
    19. 19. @servicesphere #SMFusion12 2003-2013
    20. 20. @servicesphere #SMFusion12 Collaboration Requirements • Profiles • Streams • Open Self Service (OSS) • Comments • Mobility (Not MOBILE) • Location(Contextual)
    21. 21. @servicesphere #SMFusion12 In action
    22. 22. @servicesphere #SMFusion12 2013 &Beyond Location Context • Location based Knowledge • Who are you With • Tips/Tricks/FAQ’s based on • Where are those people geofencing. tomorrow (yesterday) • Photos of common objects • What projects are you people might be looking for working on. specific areas. • What time is it? • What did you eat? • Who is your Mother?
    23. 23. @servicesphere #SMFusion12 Collaboration and Support TOOLS / SKILLS - YOUPRISE
    24. 24. @servicesphere #SMFusion12 For You For Robots For Others
    25. 25. @servicesphere #SMFusion12 Create Read / Save Send / Share2003 Retrieve / Read / Save Share
    26. 26. @servicesphere #SMFusion12 EMAIL TRUST Link Retrieve Offline2013 Locker / Consume / Metric Share
    27. 27. @servicesphere #SMFusion12 Trusted Source Engines Knowledge Lockers Trusted Source
    28. 28. @servicesphere #SMFusion12 Collaboration and Support METRICS
    29. 29. @servicesphere #SMFusion12 Metrics Metrics 2003 Metrics 2013 1. Annual Review 1. Real Time & Mobile 2. Resolution Management 2. Opportunity Management 3. Projects on Time / Budget 3. Ideas on Innovation / 4. Date, Time, Volume based Creativity 5. Peer Feedback 4. Value based 6. Knowledge Recorded 5. Sentiment Analysis 7. Leadership 6. Knowledge Shared 7. Amplification
    30. 30. #HDIPhilly @servicesphere http://bit.ly/leadit @servicesphere Metrics #SMFusion12
    31. 31. @servicesphere #SMFusion12 MetricsCommunal Saba Personal
    32. 32. CHRIS DANCYchris.dancy@servicesphere.comText “chrisdancy” 50500 or Twitter @servicesphere

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