HDI Capital Area Leadership a

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HDI Capital Area Leadership a

  1. 1. Updates from HDI Capital Area  & HDI Corporate October 16, 2013 10/17/2013 ©2013 HDI. All rights reserved.
  2. 2. HDI Capital Area www.hdicapitalarea.com hdi it l • Upcoming Meetings Upcoming Meetings – November 20th – How to be a Networking  Superhero Workshop with Phil Gerbyshak Superhero Workshop with Phil Gerbyshak – December 6th – Annual AOY/DST Awards  Luncheon at Maggiano s in Tysons Corner Luncheon at Maggiano’s in Tysons Corner
  3. 3. HDI Capital Area Sponsors • Diamond – The MIL  Corporation • Platinum Plus ‐ LanDesk • Platinum – Beyond20 – EasyVista • Gold – Robert Half Technology (Global  Sponsor) p ) – Bomgar – Issue Trak – Cherwell • Silver – Service Now – Time Warner Cable • Bronze – RightStar • Web/Event – – – – – – Itinvolve Remedyforce ReACT StrataCom TechnoLava Artisys
  4. 4. Free Consulting for HDI Capital Area  Members and Guests • Our sponsors (The MIL Corporation, BOMGAR,  p ( p , , EasyVista, BEYOND20, Robert Half Technology  and Issue Tracker) to secure valuable no cost  consulting services for up to one hour  consulting services for up to one hour • Complete the survey & HDI Capital Area Board  officers will select the most appropriate sponsor  to contact you to help you with your issue,  project or question  • This is a free service there is no cost to you and This is a free service, there is no cost to you, and  you are under no obligation to purchase anything p // p / g/ http://hdicapitalarea.com/free‐consulting/
  5. 5. HDI Awards – Call for Submissions • Each year HDI awards the highest honors in Each year, HDI awards the highest honors in  the IT service and technical support industry • These awards recognize support professionals These awards recognize support professionals  at all levels and as individuals, teams, and  organizations • View the different awards options and  nominate someone by going to:  i b i www.ThinkHDI.com/Membership/Awards
  6. 6. AOY/DST – Call for Submissions • Call for Submissions is OPEN • Email the following information (by Oct 28th)  to  awards@hdicapitalarea.com • Help Desk Analyst and/or Desktop Technician's Name  – Company  – A paragraph describing the individuals achievements (why A paragraph describing the individuals achievements (why  you are nominating them)  – Manager's name and contact information g – Nominating Managers and Analysts will be our guests at  the December 6th Awards Luncheon at Maggiano’s
  7. 7. AOY/DST – Call for Submissions • Call for Submissions is OPEN • Email the following information (by Oct 28th)  to  awards@hdicapitalarea.com • Help Desk Analyst and/or Desktop Technician's Name  – Company  – A paragraph describing the individuals achievements (why A paragraph describing the individuals achievements (why  you are nominating them)  – Manager's name and contact information g – Nominating Managers and Analysts will be our guests at  the December 6th Awards Luncheon at Maggiano’s
  8. 8. Special Offer! Knowledge‐Centered Support Fundamentals g pp • For a limited time, register for the Knowledge‐Centered  Support Fundamentals certification exam and receive a  free online course with each purchase! free online course with each purchase! • Add the KCS Fundamentals exam to your cart and enter  promo code KCSF13 at checkout.  promo code KCSF13 at checko t * Hurry! Offer Ends Dec. 31st! * y Learn More: ThinkHDI.com/KCSF13
  9. 9. We want to hear from you! • How has HDI helped you to BE MORE in your How has HDI helped you to BE MORE in your  career? • Tell us your story and you might be featured Tell us your story, and you might be featured  in an upcoming marketing campaign! • E il Email your story to: swilkerson@thinkhdi.com
  10. 10. Renew Online! • It’s fast and it’s simple • You can renew your membership online up to  ninety days before its expiration date through  ninety days before its expiration date through your MyHDI account.  Visit: www.ThinkHDI.com/Renew Want to renew early? Call the HDI Customer  Care Center at 800‐248‐5667!
  11. 11. Not a Member? Join Today! Become a Local Chapter member for just $75! See Robert Stanley for a $65 DISCOUNT See Robert Stanley for a $65 DISCOUNT This individual local chapter membership is an opportunity to connect,  network, and learn in your own backyard. Enjoy benefits like: • • • • • • Attend local chapter and vChapter meetings Digital subscription to SupportWorld magazine Apply for HDI awards A l f HDI d Access to the HDI Job Board Regular e‐newsletters and digests And much more! Learn more at www.ThinkHDI.com/Join or by calling 800.248.5667
  12. 12. What  Is  Social  IT  and  Is  It  Really  Worth  It?   Ma6  Selheimer  
  13. 13. “The  primary  and  crucial  difference  between   human  cogni@on  and  that  of  other  animal   species…is  the  ability  to  collaborate  for  the   purpose  of  achieving  shared  goals  and   inten@ons.”     -­‐  Edward  O.  Wilson   2  
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  15. 15. “Man  is  by  nature  a  social  animal…anyone   who  either  cannot  lead  the  common  life  or  is   so  self-­‐sufficient  as  not  to  need  to,  is  either  a   beast  or  a  god.”     -­‐  Aristotle   4  
  16. 16. 5  
  17. 17. “Wisdom,  I  know,  is  social.  She  seeks  her   fellows.”     -­‐  Thomas  Jefferson   6  
  18. 18. 7  
  19. 19. “Imagine  a  world  in  which  every  single  person   on  the  planet  is  given  free  access  to  the  sum   of  all  human  knowledge.  That’s  what  we’re   doing.”     -­‐  Jimmy  Wales   8  
  20. 20. 9  
  21. 21. IT  is  Social   Quick  Quiz     §  Par@cipated  in  an  email  exchange   since  you’ve  been  here?   §  Par@cipated  in  a  conference  call  in   the  last  24  hours?   §  Par@cipated  in  a  group  face-­‐to-­‐ face  mee@ng  in  the  last  24  hours?   §  Posted  or  downloaded  a   document  from  a  shared  directory   or  sharepoint  site  in  the  last  24   hours?   10  
  22. 22. What  if  you  had  a  Wikipedia   for  your  IT?   11  
  23. 23. “People  take  issue  with  individual  aspects  of   Wikipedia  all  the  @me.  But  it’s  kind  of  hard  to   hate  the  general  idea  of  a  free  encyclopedia.   It’s  like  ha@ng  ki6ens.”     -­‐  Jimmy  Wales   12  
  24. 24. Dealing  with  Modern  IT  Complexity         “In  talking  with  Gartner  clients  who  have  fast-­‐growing   and/or  complex  environments,  we  see  that  it  is   becoming  impossible  for  any  person  or  group  to   completely  understand  how  everything  integrates   together.”     “Approximately  80%  of  mean  <me  to  restore  service   (MTRS)  is  spent  trying  to  answer  the  ques<on  of   what  changed.”       G.  Spafford,       ”A  Two-­‐pronged  Strategy  for  Stabilizing  IT  Services”,    27  February  2012   17  October  2013   13  
  25. 25. People   Technology   17  October  2013   Process  is  cri@cal     …but  it’s  not  enough.     Process   14  
  26. 26. Does  this  look  familiar?   17  October  2013   15  
  27. 27. What  should  it  contain?   5%   •  Explicit  Knowledge   §  §  §  §  §  •    Tacit  Knowledge   §  §  §  §  95%   Data   Informa@on   Documents   Records   Files   Experience   Thinking   Competence   Understanding   Combining  these  forms  of  knowledge  through   interac<on  of  human  beings  creates  new   knowledge  and  ability  to  take  informed  ac<ons     16  
  28. 28. What  is  Social  IT  Collabora@on?   “Social  IT  Management  (ITM)  involves  the  use  of  social   collabora@on  processes  and  tools  in  support  of  infrastructure   and  opera@ons  (I&O)  objec@ves.”     17  October  2013   17  
  29. 29. What  is  Social  IT  Collabora@on?   “Common  social  ITM  use  cases  include  the  use  of  social  communi@es  to  foster  peer-­‐ to-­‐peer  (P2P)  IT  service  support,  be6er  capturing  of  out-­‐of-­‐band  collabora@on  among   IT  staff  members  and  the  use  of  social  media  to  promote  the  value  of  the  IT   organiza@on  to  the  business.     The  unstructured  processes  or  ac@vi@es  that  occur  in  many  IT  opera@ons   organiza@ons  represent  a  poten<ally  rich  repository  of  organiza<onal  knowledge   that  has  been  difficult  to  collect  using  tradi@onal  ITSM  products.       This  capability  will  become  increasingly  important  in  the  emerging  DevOps  arena,  as   development  and  opera@ons  begin  to  work  more  closely  to  coordinate  planning  and   build,  test  and  release  ac@vi@es.”   17  October  2013   18  
  30. 30. What  is  Social  IT  Collabora@on?   Type  I   Type  II     •  Between  IT  and  users  (e.g.  feeds,  chat)   •  Use  cases:  incidents,  requests,  self   •  support   Value  =  @me  to  resolve,  customer  sat,   support  efficiency   17  October  2013       •  Within  IT   •  Use  cases:  knowledge  capture  /  sharing,   •  changes,  releases,  incidents,  problems,   compliance,  DR/BC,     Value  =  business  agility,  lower  risk,   resiliency,  and  much  more…   ITinvolve  Confiden@al   19  
  31. 31. §  Easily  federate  or  import  exis@ng  informa@on   §  Follow  what  you  care  about  and  validate  informa@on   through  peer  review     §  Organize  it  in  the  context  of  what  IT  manages  –    so  it’s   easy  to  find  and  use   §  Capture  “tribal  knowledge”  as  part  of  daily  work  and   collabora@ons  with  others   20  
  32. 32. §  Access  prior  experience  in  the  context  of  the  issue  you   are  working  on   §  Leverage  visual  analysis  and  rela@onships  to  iden@fy   likely  root  causes   §  Engage  relevant  experts  and  avoid  “all  hands  on  deck”   exercises   §  Promote  collabora@ons  to  knowledge  and  easily  make   resolu@ons  available  for  re-­‐use   21  
  33. 33. §  Plan  scenarios,  involving  all  the  right  stakeholders   §  Assess  and  visualize  upstream  &  downstream  risks   §  Provide  risk  consensus  to  streamline  approvals  
  34. 34. A  Maturity-­‐based  View   Level  4  –  Social  Driven     •  Goal:  CSI  through   collaboraOon   •  Social  drives  process   excellence  &  improvement   •  Self-­‐sustaining  community   Level  3  –  Social  Embedding   •  Recogni@on  and  Rewards   Value     Level  1  –  Social   ExploraOon     •  Goal:  Learning   •  Ad  hoc  collabora@on   •  How  can  social  tools   improve  IT  support?   Which  tools?   •  Are  there  specialized   social  IT  capabili@es?   Level  2  –  Social  Add-­‐ons     •  Goal:  Improve  user  inOmacy     •  1:1  chat  (IM,  video,  skype,  etc.)   •  Private  groups  (cha6er,   facebook,  yammer)   •  Communica@on  policies  set   •  Goal:  Improve  KPIs  (e.g.   MTTR,  change  success  rate)   •  Social  object  model   •  Social  knowledge  mgmt   (capturing,  promo@on,   sharing,  delivery)   •  Social  process  enhancement   (e.g.  weigh-­‐in,  triage,  vCAB)   Pimall  #2  –  Solitary  wall/feed,  “noise”   Pimall  #1  –  Ungoverned  broadcas@ng  (e.g.  twi6er,  RSS)     Maturity   17  October  2013   ITinvolve  Confiden@al   23  
  35. 35. The  State  of  Social  IT  Research  and  Adop@on   “Fioy-­‐four  percent  of  I&O   organiza@ons  are  either  well   into  social  ITM  ini@a@ves  or   planning  one  during  the   next  six  months.”   24  
  36. 36. Is  Social  IT  just  hype  or     the  new  way  to  manage  IT?  
  37. 37. T  H  A  N  K      Y  O  U  

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