Social IT - Realizing the Dream
The Rise of Collaborative Systems 1990-2015
@servicesphere

#ShareIT12

Overview
Support.Next
Collaboration.Next

Skills.Next
Metrics.Next
Beyond.Next

2
@servicesphere

3

#ShareIT12
@servicesphere

#ShareIT12

Overview
•

43

•
•

How many times does Service appear in the itSMF Fusion 2012 Schedule?
How...
Support. Next

5
@servicesphere

TOOLS

6

#ShareIT12
@servicesphere

7

#ShareIT12
@servicesphere

#ShareIT12

Gartner
Social
Mobile
Value

8
@servicesphere

9

#ShareIT12
@servicesphere

#ShareIT12

Support
Support 2003

Authenticity

Metrics

Collaborative

Methods

Experiential

Frameworks
...
@servicesphere

#ShareIT12

Facebook
Employee to Employee
Facebook Pages
Facebook Commercial Solutions
Facebook Custom Dev...
@servicesphere

#ShareIT12

Twitter
Feedback
Outages
Innovation (listening)
SMS Backbone
Push Messages e.g. follow
‘helpde...
@servicesphere

#ShareIT12

Foursquare

Location based Knowledge
Tips/Tricks/FAQ’s based on geofencing
Photos of common ob...
@servicesphere

#ShareIT12

LinkedIn
Company Page
Company Employee Group
Company Product Group
Company Alumni Group
Events...
@servicesphere

#ShareIT12

Multimedia
YouTube
FAQ’s
Unboxing Videos
Tutorials

Staff Introductions
Embeddable Code & Link...
@servicesphere

#ShareIT12

Blogging & More
Blog

Google Plus

Blogging

Help Desk page for tagging and
supporting users

...
@servicesphere

#ShareIT12

More & More
Pinterest
Service Request Catalog
Service Pipeline Testing
Crowd sourced Opinion o...
Collaboration. Next

18
@servicesphere

#ShareIT12

2003

19
@servicesphere

#ShareIT12

2013

20
@servicesphere

#ShareIT12

2003-2013

21
@servicesphere

#ShareIT12

Requirements
•
•
•
•
•
•

22

Profiles
Streams
Open Self Service (OSS)
Comments
Mobility (Not ...
@servicesphere

#ShareIT12

In Action

23
“Influence is the file system of the future, trust is the operating system”
-@servicesphere

Skills.Next
“At the end of th...
@servicesphere

#ShareIT12

Skills
Knowledge Worker 2003

Knowledge Worker 2013

Email

Work Narration

Survey

Experience...
@servicesphere

#ShareIT12

Create/Consume

2003

Read / Save

Retrieve / Share

26

Send / Share

Read / Save
@servicesphere

#ShareIT12

EMAIL

TRUST

2013

Link
(consume/create)

Retrieve

Locker / Metric

27

Offline

Consume / S...
@servicesphere

#ShareIT12

Tools
For You

28

For Robots

For Others
@servicesphere

Trusted

29

#ShareIT12

Source

Engines

Knowledge Lockers

Trusted

Source
Metrics.Next

30
@servicesphere

#ShareIT12

Metrics
Metrics 2003
Annual Review

Real Time & Mobile

Resolution Management

Opportunity Man...
@servicesphere

#ShareIT12

Metrics

32
#ShareIT12

Communal

@servicesphere

Saba

33

Personal
"The real problem of humanity is the following: we have Paleolithic
emotions; medieval institutions; and god-like technolo...
@servicesphere

#ShareIT12

Quantified Self

Platforms

•

Mobile Phone

•

Big Data

•

Wearable Sensors

•

Little Data
...
@servicesphere

2010’s

36

#ShareIT12

2020’s

2030’s
@servicesphere

37

#ShareIT12
@servicesphere

#ShareIT12

BioMedical

Social

38

Home

Knowledge
Work
Social IT - Realizing the Dream
The Rise of DNA Response Systems 2015-2051
CHRIS DANCY

chris.dancy@servicesphere.com

Text “chrisdancy” 50500
Twitter @servicesphere

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Social IT - Realizing the Dream 1990-2015

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Social IT - Realizing the Dream
The Rise of Collaborative Systems 1990-2015

The idea of Facebook as a support platform was a nice way to pretend we understood the connected enterprise, but in 2012 we actually need to start looking at how connected enterprises work. Social IT the reality is a look at where we have been with social IT support, where we are and where we are going. From 2008-2020 we cover not just the beginning of this collaborative decade but with the explosive and shocking end. Knowledge workers today need to understand the skill sets they must possess for 2015 and beyond. This is your life and it's just beginning.

----------

For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.

MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/

Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

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  • Thank SHARE IT
  • Support has left IT Management
  • Social IT - Realizing the Dream 1990-2015

    1. Social IT - Realizing the Dream The Rise of Collaborative Systems 1990-2015
    2. @servicesphere #ShareIT12 Overview Support.Next Collaboration.Next Skills.Next Metrics.Next Beyond.Next 2
    3. @servicesphere 3 #ShareIT12
    4. @servicesphere #ShareIT12 Overview • 43 • • How many times does Service appear in the itSMF Fusion 2012 Schedule? How many times does Support appear in the itSMF Fusion 2012 Schedule? 5 How many times does Knowledge appear in the itSMF Fusion 2012 Schedule? • How many times does Collaboration appear in the itSMF Fusion 2012? 1 (This Session) 4 3
    5. Support. Next 5
    6. @servicesphere TOOLS 6 #ShareIT12
    7. @servicesphere 7 #ShareIT12
    8. @servicesphere #ShareIT12 Gartner Social Mobile Value 8
    9. @servicesphere 9 #ShareIT12
    10. @servicesphere #ShareIT12 Support Support 2003 Authenticity Metrics Collaborative Methods Experiential Frameworks Instant / Trusted Answers Alternatives Tools Hyper Local Incidents / Problems Praise & Feedback 10 Support 2013 Permissions
    11. @servicesphere #ShareIT12 Facebook Employee to Employee Facebook Pages Facebook Commercial Solutions Facebook Custom Development Solutions (FBML) Facebook Groups Events that effect users 11
    12. @servicesphere #ShareIT12 Twitter Feedback Outages Innovation (listening) SMS Backbone Push Messages e.g. follow ‘helpdesk' to 40404 12
    13. @servicesphere #ShareIT12 Foursquare Location based Knowledge Tips/Tricks/FAQ’s based on geofencing Photos of common objects people might be looking for specific areas 13
    14. @servicesphere #ShareIT12 LinkedIn Company Page Company Employee Group Company Product Group Company Alumni Group Events for the organization 14
    15. @servicesphere #ShareIT12 Multimedia YouTube FAQ’s Unboxing Videos Tutorials Staff Introductions Embeddable Code & Links 15 SoundCloud Short audio messages & updates Collaborative audio knowledge Best practices/ Education Embeddable code & links
    16. @servicesphere #ShareIT12 Blogging & More Blog Google Plus Blogging Help Desk page for tagging and supporting users Help Desk Knowledge Highlights Help Desk Staff Highlights Tumblr Group updates on projects, integration into audio, video, text and other systems. 16 Alerts and updates Group administration Event listings for changes & non critical updates
    17. @servicesphere #ShareIT12 More & More Pinterest Service Request Catalog Service Pipeline Testing Crowd sourced Opinion on changes to systems or UI’s. 17
    18. Collaboration. Next 18
    19. @servicesphere #ShareIT12 2003 19
    20. @servicesphere #ShareIT12 2013 20
    21. @servicesphere #ShareIT12 2003-2013 21
    22. @servicesphere #ShareIT12 Requirements • • • • • • 22 Profiles Streams Open Self Service (OSS) Comments Mobility (Not MOBILE) Location(Contextual)
    23. @servicesphere #ShareIT12 In Action 23
    24. “Influence is the file system of the future, trust is the operating system” -@servicesphere Skills.Next “At the end of the day regardless of your position you will be measured by on how effectively you've moved information.” -@servicesphere 24
    25. @servicesphere #ShareIT12 Skills Knowledge Worker 2003 Knowledge Worker 2013 Email Work Narration Survey Experience Mapping Software Based Channel Based Document Based Link Based Team Player Network Player File Retrieval Knowledge Locker Relevance Context Soft Skills EQ Trust / Authenticity Out Sourcing / In Sourcing Personal Sourcing / Mall Sourcing Tasks Micro-Tasks 25
    26. @servicesphere #ShareIT12 Create/Consume 2003 Read / Save Retrieve / Share 26 Send / Share Read / Save
    27. @servicesphere #ShareIT12 EMAIL TRUST 2013 Link (consume/create) Retrieve Locker / Metric 27 Offline Consume / Share
    28. @servicesphere #ShareIT12 Tools For You 28 For Robots For Others
    29. @servicesphere Trusted 29 #ShareIT12 Source Engines Knowledge Lockers Trusted Source
    30. Metrics.Next 30
    31. @servicesphere #ShareIT12 Metrics Metrics 2003 Annual Review Real Time & Mobile Resolution Management Opportunity Management Projects on Time / Budget Ideas on Innovation / Creativity Date, Time, Volume based Value based Peer Feedback Sentiment Analysis Knowledge Recorded Knowledge Shared Leadership 31 Metrics 2013 Amplification
    32. @servicesphere #ShareIT12 Metrics 32
    33. #ShareIT12 Communal @servicesphere Saba 33 Personal
    34. "The real problem of humanity is the following: we have Paleolithic emotions; medieval institutions; and god-like technology” -EO Wilson Beyond.Next "The real problem is not whether machines think but whether men do.” - B. F. Skinner 34
    35. @servicesphere #ShareIT12 Quantified Self Platforms • Mobile Phone • Big Data • Wearable Sensors • Little Data • Calm Technology • Experiential Data • DNA Manipulation • Atomic Data • Quantum Computing • Cosmic Data 35
    36. @servicesphere 2010’s 36 #ShareIT12 2020’s 2030’s
    37. @servicesphere 37 #ShareIT12
    38. @servicesphere #ShareIT12 BioMedical Social 38 Home Knowledge Work
    39. Social IT - Realizing the Dream The Rise of DNA Response Systems 2015-2051
    40. CHRIS DANCY chris.dancy@servicesphere.com Text “chrisdancy” 50500 Twitter @servicesphere 40

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