Social networks and (IT)SM
<ul><li>Hi, I’m JM </li></ul>
<ul><li>This is my son Camiel </li></ul>
<ul><li>I work for Netlog </li></ul>
Netlog is the  online community  where  young people  make  friends by building a  digital identity, sharing experiences  ...
“ Netlog is for young people finding new friends,  not for old people  finding old friends.”
The Audience 61M Members  37 Languages
 
 
 
 
 
 
The way we provide (IT)SM  now is dead
Welcome to ITSM 2.0
Stop the one-way traffic! Start the  INTERACTION
Do it ! S.M.A.A is not an excuse !
Evolution ITSM solutions through time
Innovations entered our world Source: Acando – web 2.0 at work
You must learn how to use them Find and Connect  with other people Share  information and experience with others Share  ph...
As individuals, many of us are already using these tools to enrich and simplify our lives
How can ITSM improve with these simple and social tools?
Process-based working relies heavily on collaboration
What do we mean with collaboration? Goal Communication Interaction Collaboration Source: Acando – web 2.0 at work
Key ingredients successful collaboration Command-and-control Formal Hero-culture Fear of making mistakes Consensus-driven ...
How do we  get there?
People: Collaborative awareness I interact with others regularly and self-initiated I have ambient awareness I use multipl...
Examples of (IT)SM 2.0
BT Professional Services case:  Twitter ... As an IT Service Management Tool?!? Yes, It can ! Twitter lead to impressive r...
Requirements  <ul><ul><ul><li>Leverage Web-based technology.  </li></ul></ul></ul><ul><ul><ul><li>Be as secure and control...
IT Benefits of Social Media  <ul><ul><ul><li>Getting and staying in contact with service consumers.  </li></ul></ul></ul><...
The moral of this case  Don’t dismiss.  Easy to implement.  Assist on collaboration and sharing. Your people are already f...
Yammer.com
Let it ring
Conclusion
The web = people
Communities are  populated with people
<ul><li>“ Real” people, no “users” </li></ul>
<ul><li>People with kids </li></ul>
<ul><li>People with passion </li></ul>
Treat them as people
<ul><li>Communicate </li></ul>
“ You can’t just ask customers what they want and then try to give that to  them. By the time you get it built, they’ll wa...
www.netlog.com/go/about/contact Jan Maarten Willems [email_address] Thanks for your attention !
Upcoming SlideShare
Loading in...5
×

social networks and ITSM

576

Published on

Collaboration between infra and Netlog on how IT Service Management solutions should make use of new communication means in supporting good practices.
Presentation given at the itSMF conference by Mr Jan-Maarten Willems, March 18, 2010

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
576
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
12
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • From post-it notes Via excel sheet To client-server 100% web SaaS Next? The Mash-up
  • social networks and ITSM

    1. 1. Social networks and (IT)SM
    2. 2. <ul><li>Hi, I’m JM </li></ul>
    3. 3. <ul><li>This is my son Camiel </li></ul>
    4. 4. <ul><li>I work for Netlog </li></ul>
    5. 5. Netlog is the online community where young people make friends by building a digital identity, sharing experiences and playing games.
    6. 6. “ Netlog is for young people finding new friends, not for old people finding old friends.”
    7. 7. The Audience 61M Members 37 Languages
    8. 14. The way we provide (IT)SM now is dead
    9. 15. Welcome to ITSM 2.0
    10. 16. Stop the one-way traffic! Start the INTERACTION
    11. 17. Do it ! S.M.A.A is not an excuse !
    12. 18. Evolution ITSM solutions through time
    13. 19. Innovations entered our world Source: Acando – web 2.0 at work
    14. 20. You must learn how to use them Find and Connect with other people Share information and experience with others Share photos with others Communicate quick and informally with others Consume relevant information from sources you trust Share any information you find with others Communicate spontaneously and direct with others Contribute to and use collective intelligence Source: Acando – web 2.0 at work
    15. 21. As individuals, many of us are already using these tools to enrich and simplify our lives
    16. 22. How can ITSM improve with these simple and social tools?
    17. 23. Process-based working relies heavily on collaboration
    18. 24. What do we mean with collaboration? Goal Communication Interaction Collaboration Source: Acando – web 2.0 at work
    19. 25. Key ingredients successful collaboration Command-and-control Formal Hero-culture Fear of making mistakes Consensus-driven Informal Mentoring-culture Trial-and-error Source: Acando – web 2.0 at work
    20. 26. How do we get there?
    21. 27. People: Collaborative awareness I interact with others regularly and self-initiated I have ambient awareness I use multiple tools I interact with others when I have time I occasionally update myself I only use e-mail Source: Acando – web 2.0 at work
    22. 28. Examples of (IT)SM 2.0
    23. 29. BT Professional Services case: Twitter ... As an IT Service Management Tool?!? Yes, It can ! Twitter lead to impressive reductions in critical IT incidents. Found on ITSMwatch.com byJason Druebert
    24. 30. Requirements <ul><ul><ul><li>Leverage Web-based technology. </li></ul></ul></ul><ul><ul><ul><li>Be as secure and controlled as any other IT system or service. </li></ul></ul></ul><ul><ul><ul><li>Protect the identities of its users. </li></ul></ul></ul><ul><ul><ul><li>Take advantage of recent advances in marketing science relating to service satisfaction and service quality. </li></ul></ul></ul><ul><ul><ul><li>Provide consistently valid ways of turning the data it collects into action. </li></ul></ul></ul>
    25. 31. IT Benefits of Social Media <ul><ul><ul><li>Getting and staying in contact with service consumers. </li></ul></ul></ul><ul><ul><ul><li>Discovering the required levels of IT service quality IT service consumers need. </li></ul></ul></ul><ul><ul><ul><li>Understanding what service value components consumers find most important. </li></ul></ul></ul><ul><ul><ul><li>IT should become a facilitator of business success .. </li></ul></ul></ul><ul><ul><ul><li>not a dictator of IT functionality. </li></ul></ul></ul>
    26. 32. The moral of this case Don’t dismiss. Easy to implement. Assist on collaboration and sharing. Your people are already familiar with. It's free. 

This, I believe, constitutes a win-win-win-win.
    27. 33. Yammer.com
    28. 34. Let it ring
    29. 35. Conclusion
    30. 36. The web = people
    31. 37. Communities are populated with people
    32. 38. <ul><li>“ Real” people, no “users” </li></ul>
    33. 39. <ul><li>People with kids </li></ul>
    34. 40. <ul><li>People with passion </li></ul>
    35. 41. Treat them as people
    36. 42. <ul><li>Communicate </li></ul>
    37. 43. “ You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.” Steve Jobs
    38. 44. www.netlog.com/go/about/contact Jan Maarten Willems [email_address] Thanks for your attention !
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×