Business use of Social Media andImpact on Enterprise Architecture                7 Mar 2013 Architecture Community of Prac...
My Organisation Institute of Systems Science www.iss.nus.edu.sg Part of National University of Singapore Support natio...
About Myself                               TOGAF® 9 Enterprise Architect, AIIM BPM Master                               CG...
Agenda Enterprise Architecture 101 Recap What actually is Social for Business Use? Can EA apply to Social for Business ...
Enterprise Architecture 101 Recap              ITIL SS thru EA.ppt   © 2012 NUS. All Rights Reserved.                     ...
Enterprise Architecture To translate strategic business vision  into effective change    ■ Masterplan developed by busine...
Enterprise Architecture To translate strategic business vision  into effective change    ■ Masterplan developed by busine...
Enterprise Architecture To translate strategic business vision  into effective change    ■ Masterplan developed by busine...
Enterprise Architecture – Example Adapted from:                 ITIL SS thru EA.ppt   © 2012 NUS. All Rights Reserved.    ...
Future Business Architecture –               Functions  Duplication                                                       ...
Future Business Architecture –Processes       Current                                         Future Improved   Business P...
Application Architecture – CurrentWasteful                                              duplicateRedundancy               ...
Application Architecture –  Future Target                                                                                 ...
Future Data ArchitectureStreamlinedPortfolio ofData Sources-Consistent data- “Single” sourceof truth&New Data       Stream...
Future Technology Architecture –    Which Technologies to Use                                                             ...
Future Technology Architecture –How Put Together  Streamlined  Technology  Architecture  (example)                        ...
Transition Planning                                     Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13...
Implementation Governance                                       • Controlling the points where                            ...
EA 101 - Summary Plan the organisation’s future   ■ Process   ■ Applications   ■ Data   ■ Technology Plan the transition...
EA – Transactional vs Social /Collaborative EA caters well to  ■ Transactional business processes  ■ Transactional busine...
Perceptions of Social in relation to EA Perception - EA does not apply or cater well to Social  for Business use due to  ...
What actually is Social for BusinessUse?              ITIL SS thru EA.ppt   © 2012 NUS. All Rights Reserved.              ...
What actually is Social for BusinessUse General Scenarios Sample of some uses Tools                ITIL SS thru EA.ppt ...
Business Use of Social –Different Scenarios                                         Social Use     Transactional          ...
What actually is Social for BusinessUse General Scenarios Sample of some uses Tools                ITIL SS thru EA.ppt ...
Business Use of Social –Sampling of Some Uses Business Social Media Site/Property General Community Pages in Business  W...
Business Social Media Site / Property   https://www.facebook.com/HUD   https://www.facebook.com/flyscoot                ...
Community Pages in BusinessWebsite                     element14 is a high-service distributor of technology products and ...
Business Crowdsourcing                                                                 http://www.ideastorm.com/          ...
Internal Business Use of Social               ITIL SS thru EA.ppt   © 2012 NUS. All Rights Reserved.                      ...
Hybrid Transactional-Social BusinessWebpage    Source: http://www.amazon.com/All-New-Square-Foot-           Gardening/dp/1...
What actually is Social for BusinessUse General Scenarios Sample of some uses Tools                ITIL SS thru EA.ppt ...
Sampling of Supporting Tools Social Media Management Tools Social Plug-Ins/Portlets to Company Web  Pages Crowdsourcing...
Social Media Mgt ToolSpredfast, Salesforce Marketing Cloud, HootSuite, TweetDeck etc 1. Organise In-House                 ...
Social Plug-Ins/Portlets to CompanyWeb Pages    WordPress, Disqus, Portal Software (eg. IBM Customer    Experience Suite e...
Crowdsourcing Mgt Platform   IdeaScale, Spigit etc                                                                  http:/...
Recommendation Engines(Collaborative Filter Type)    easyrec, PredictiveIntent etc                     http://easyrec.org/...
Facebook API and Apps                        ITIL SS thru EA.ppt             © 2012 NUS. All Rights Reserved.             ...
Can EA apply to Social for Businessuse?              ITIL SS thru EA.ppt   © 2012 NUS. All Rights Reserved.               ...
Perceptions of Social in relation to EA Perception - EA does not apply or cater well to Social  for Business use due to  ...
Social for Business can be Planned &Cloud Apps can & need Governance Eg. Social Media Strategy                   https://m...
It is Possible to Plan for BusinessProcesses to be Enhanced by SocialExamples:                                   From 1-wa...
Also Possible to Plan for Social Tasks1. Organise In-House       2. Publish To Different                         3. Monito...
EA Business Architecture TechniquesBeing Enhanced for Social TasksRecognition that EA business models need tocater for soc...
Social Task Typeshttp://www.slideshare.net/mbrambil/bpmn-workshop-2011-a-bpmnbased-notation-for-socialbpm Notation       ...
A simple example                            http://www.slideshare.net/mbrambil/bpmn-workshop-2011-a-bpmnbased-notation-for...
You can Plan for Applications toSupport the Social-Enabled ProcessesExamples:•   Company satellite Social site•   Communit...
You can Plan for Key Social Data andTheir Usage                                                         Facebook Objects  ...
You can Select & Plan SuitableTechnologies Examples  ■ Social Platforms     • Eg. Facebook, Twitter  ■ Social Media Manag...
Summary – EA can and should applyto Social for Business Use Planning the organisation’s future social  ■ Processes  ■ App...
For Further InformationPlease refer to:http://www.iss.nus.edu.sg/Or email Goh Boon Nam at:issgbn@nus.edu.sgFor course on S...
Q&AITIL SS thru EA.ppt   © 2012 NUS. All Rights Reserved.   52                      http://www.iss.nus.edu.sg/
The EndITIL SS thru EA.ppt   © 2012 NUS. All Rights Reserved.   53                      http://www.iss.nus.edu.sg/
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Business Use of Social Media and Impact on Enterprise Architects

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With rising use of social media for business objectives, there is increasing need to understand what it is, its potential and its impact to enterprise architecture. This presentation wil provide details of this.

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Business Use of Social Media and Impact on Enterprise Architects

  1. 1. Business use of Social Media andImpact on Enterprise Architecture 7 Mar 2013 Architecture Community of Practice (ACoP) Forum ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  2. 2. My Organisation Institute of Systems Science www.iss.nus.edu.sg Part of National University of Singapore Support national IT competency development needs Faculty of practitioners from industry with average of more that 15 years experience each Caters to working IT professionals ■ Post-Graduate Programmes ■ Executive Programmes ■ Consulting ■ Industry Research ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  3. 3. About Myself TOGAF® 9 Enterprise Architect, AIIM BPM Master CGEIT, CITPM (Senior), COMIT, ITIL® Expert Chartered IT Professional  20 years of IT management experience  Enterprise Architecture and Planning  Business Process ImprovementGoh Boon Namissgbn@nus.edu.sg  Application DevelopmentChief, New Initiatives  IT OperationsInstitute of Systems Science  Consultancy for private and public sector  Enterprise Architecture  CMMI ITIL® is a registered trade mark of the Cabinet Office TOGAF is a registered trademark of The Open Group in the United States and other countries ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  4. 4. Agenda Enterprise Architecture 101 Recap What actually is Social for Business Use? Can EA apply to Social for Business Use? ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  5. 5. Enterprise Architecture 101 Recap ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  6. 6. Enterprise Architecture To translate strategic business vision into effective change ■ Masterplan developed by business users Business EA Effective and IT Vision & Enterprise • Future Business architecture (eg. Strategy Change functions & processes) • Future IT architecture (application, data, technology) ■ Enterprise-wide, Strategic and Long-term (3 to 5 years) ■ With Transition Plan and Implementation Governance ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  7. 7. Enterprise Architecture To translate strategic business vision into effective change ■ Masterplan developed by business users Business and IT Business processes, Architecture organization, • Future Business architecture (eg. people functions & processes) • Future IT architecture (application, Application Data data, technology) Architecture Architecture Services Data, information ■ Enterprise-wide, Strategic and Long-term (3 to 5 years) Technology Hardware, ■ With Transition Plan and Implementation software, Architecture network Governance ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  8. 8. Enterprise Architecture To translate strategic business vision into effective change ■ Masterplan developed by business users and IT • Future Business architecture (eg. Strategic Pre-Project Project Post-Project functions & processes) Enterprise Architecture • Future IT architecture (application, Level of Work data, technology) ■ Enterprise-wide, Strategic and Long-term Project Project Management Project – Project (3 to 5 years) Management Project Mgt / Management ■ With Transition Plan and Implementation Systems Architecture Governance Tactical Do things well Select right Ensure right things things to do get done ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  9. 9. Enterprise Architecture – Example Adapted from: ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  10. 10. Future Business Architecture – Functions Duplication Streamlined in Functions Functions New Foreclosure Function/sSource: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_15169.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  11. 11. Future Business Architecture –Processes Current Future Improved Business Process Business Process ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  12. 12. Application Architecture – CurrentWasteful duplicateRedundancy applicationsand Siloed for sameApplications process applications cover only a process & not whole function Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  13. 13. Application Architecture – Future Target New Application/s or Module/s Streamlined Portfolio of Foreclosure Applications/ Module ModulesSource: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  14. 14. Future Data ArchitectureStreamlinedPortfolio ofData Sources-Consistent data- “Single” sourceof truth&New Data Streamline New New New Multiple Sources Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  15. 15. Future Technology Architecture – Which Technologies to Use Product HUD TRMHUD TRM CATEGORY Parent Name Version Status SUN JAVA SYSTEMApplication Server Software 9 TF APPLICATION SERVERApplication Server Software SUNONE APPLICATION SERVER 8.2 TCApplication Server Software SUNONE APPLICATION SERVER 7 MApplication Server Software SUNONE APPLICATION SERVER 6.5 OAsset Management Tools OPEN VIEW ASSET CENTER 5 TF • Target Future (TF)Asset Management Tools OPEN VIEW ASSET CENTER 2 TC • Pilot (P)Business Intelligence MICROSTRATEGY 8.X TF • Target Current (TC) • Maintain (M)Business Intelligence CRYSTAL REPORTS 8.5 M • Obsolete (O)Business Intelligence CRYSTAL REPORTS 8 O etc.. Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13829.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  16. 16. Future Technology Architecture –How Put Together Streamlined Technology Architecture (example) Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13843.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  17. 17. Transition Planning Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  18. 18. Implementation Governance • Controlling the points where new processes and IT may get introduced • Approval of New project proposals • Approval of Design of new processes / systems • Approval of Acquisitions • Monitoring effectiveness of the projects arising from the EA plan • Post-Implementation Reviews Source: http://portal.hud.gov/hudportal/documents/huddoc?id=eatpv6.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  19. 19. EA 101 - Summary Plan the organisation’s future ■ Process ■ Applications ■ Data ■ Technology Plan the transition to the future Govern the implementation Monitor for need to plan again ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  20. 20. EA – Transactional vs Social /Collaborative EA caters well to ■ Transactional business processes ■ Transactional business applications ■ Structured data arising from above ■ Technology to support the above How well does it cater to social /collaborative? ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  21. 21. Perceptions of Social in relation to EA Perception - EA does not apply or cater well to Social for Business use due to ■ Content dependent on the participants • “Social can’t be planned – it happens” ■ Collaborative/social business process (vs Transactional) • “Social processes are fuzzy and can’t be defined / planned” ■ Free Cloud Applications • “We can’t own or manage it” • “We can’t control staff/depts from using it” • “There is no technology to own or manage” ■ Data that are Unstructured (vs Structured Data) • “EA does not cater to unstructured data” ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  22. 22. What actually is Social for BusinessUse? ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  23. 23. What actually is Social for BusinessUse General Scenarios Sample of some uses Tools ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. 23 http://www.iss.nus.edu.sg/
  24. 24. Business Use of Social –Different Scenarios Social Use Transactional Objective vs Social Parties Involved Manage Engage • B2C / C2C WorkTransact Social • B2B • B2E / E2E Crowd- Sourcing ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  25. 25. What actually is Social for BusinessUse General Scenarios Sample of some uses Tools ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. 25 http://www.iss.nus.edu.sg/
  26. 26. Business Use of Social –Sampling of Some Uses Business Social Media Site/Property General Community Pages in Business Website Business Crowdsourcing Internal Business use of Social Hybrid Transactional-Social Business Webpage ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  27. 27. Business Social Media Site / Property https://www.facebook.com/HUD https://www.facebook.com/flyscoot ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  28. 28. Community Pages in BusinessWebsite element14 is a high-service distributor of technology products and solutions for electronic system design, maintenance and repair.Source: http://www.element14.com/community/threads?ICID=discussions_subnav#/?page=6 ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  29. 29. Business Crowdsourcing http://www.ideastorm.com/ ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  30. 30. Internal Business Use of Social ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  31. 31. Hybrid Transactional-Social BusinessWebpage Source: http://www.amazon.com/All-New-Square-Foot- Gardening/dp/1591862027/ref=sr_1_2?s=books&ie=UTF8&qid=1361869448&sr=1-2&keywords=square+foot+gardening ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  32. 32. What actually is Social for BusinessUse General Scenarios Sample of some uses Tools ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. 32 http://www.iss.nus.edu.sg/
  33. 33. Sampling of Supporting Tools Social Media Management Tools Social Plug-Ins/Portlets to Company Web Pages Crowdsourcing Management Platforms Recommendation Engines (Collaborative Filtering type) Social Media Platform APIs (eg. Facebook APIs) ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  34. 34. Social Media Mgt ToolSpredfast, Salesforce Marketing Cloud, HootSuite, TweetDeck etc 1. Organise In-House 2. Publish Anywhere Writers & Reviewers 3. Monitor Multi-Channels & Engage 5. Analytics & Reporting 4. Keep Complete Records http://www.spredfast.com/product/ ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  35. 35. Social Plug-Ins/Portlets to CompanyWeb Pages WordPress, Disqus, Portal Software (eg. IBM Customer Experience Suite etc) http://www-10.lotus.com/ldd/insidelotusblog.nsf/dx/ogs-demos-part-3 ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  36. 36. Crowdsourcing Mgt Platform IdeaScale, Spigit etc http://ideascale.com/ ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  37. 37. Recommendation Engines(Collaborative Filter Type) easyrec, PredictiveIntent etc http://easyrec.org/recommendation-engine ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  38. 38. Facebook API and Apps ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/ http://developers.facebook.com/docs/concepts/opengraph/overview/
  39. 39. Can EA apply to Social for Businessuse? ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  40. 40. Perceptions of Social in relation to EA Perception - EA does not apply or cater well to Social for Business use due to ■ Content dependent on the participant • “Social can’t be planned – it happens” ■ Collaborative/social business process (vs Transactional) • “Social processes are fuzzy and can’t be defined / planned” ■ Free Cloud Applications • “We can’t own or manage it” • “We can’t control staff/depts from using it” • “There is no technology to own or manage” ■ Data that are Unstructured (vs Structured Data) • “EA does not cater to unstructured data” ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  41. 41. Social for Business can be Planned &Cloud Apps can & need Governance Eg. Social Media Strategy https://marketing.purdue.edu/Toolkit/SocialMedia/SocialMedia_Strategy_Template.pdf ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  42. 42. It is Possible to Plan for BusinessProcesses to be Enhanced by SocialExamples: From 1-way advertising to 2-way conversation From Company Helpdesk to Customer Self-Support From internal R&D to crowdsourcing From conventional work mgt to collaborative management From passive order taking to active selling ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  43. 43. Also Possible to Plan for Social Tasks1. Organise In-House 2. Publish To Different 3. Monitor Multi-Channels & Engage Writers & Reviewers Social Channels 5. Analyse & Report4. Keep Complete Records http://www.spredfast.com/product/ ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  44. 44. EA Business Architecture TechniquesBeing Enhanced for Social TasksRecognition that EA business models need tocater for social processes / tasks• EU Funded Project, 2 years• 4 SMEs + 2 Universities• Main deliverables www.bpm4people.org •Methodology •Modeling languages (see next 3 slides) •Reusable design patterns •Forward engineering architecture •Cases, cases, cases… ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  45. 45. Social Task Typeshttp://www.slideshare.net/mbrambil/bpmn-workshop-2011-a-bpmnbased-notation-for-socialbpm Notation Attribute value Icon Comment Comment Vote Vote Invite + Invite Rank Rank ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  46. 46. A simple example http://www.slideshare.net/mbrambil/bpmn-workshop-2011-a-bpmnbased-notation-for-socialbpm  Social generation of metrics for quality assessment of government offices (PA sector) Public Metrics Local government office Supervisor Calculate Identify Collect and Evaluate weighted public review votes and all metrics evaluation Publish metrics Publish metrics comments result evaluation to citizens resultSocial Network Citizens Vote on public metrics Comment ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  47. 47. You can Plan for Applications toSupport the Social-Enabled ProcessesExamples:• Company satellite Social site• Community module in Company website• Crowdsourcing Application• Work Collaboration Application• Enhanced e-Commerce Module incorporating Customer Recommendations• Social Media Management ApplicationCan also plan transition plan for above – example:• Possible Social Media Management Application transition could be • Start with free tools like HootSuite and Facebook Insights • Later transition to paid tools like Spredfast ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  48. 48. You can Plan for Key Social Data andTheir Usage Facebook Objects Album Comment Where to find social data types? FriendList Clues: Message Page ■ Social Platform API object types Photo ■ Social Analytics data Post Status message User Video etc… ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  49. 49. You can Select & Plan SuitableTechnologies Examples ■ Social Platforms • Eg. Facebook, Twitter ■ Social Media Management Tools • Eg. Hootsuite, Spredfast ■ Work Collaboration Tools • Eg. Google Docs, Sharepoint, IBM Connections ■ Social Plug-Ins for Website • Eg. WordPress, Disqus, Portal Software (eg. IBM Customer Experience Suite etc) ■ Application Programming Interface • Eg. Facebook API ■ Recommendation Engine • Eg. easyrec, PredictiveIntent ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  50. 50. Summary – EA can and should applyto Social for Business Use Planning the organisation’s future social ■ Processes ■ Applications ■ Data ■ Technologies Transition Planning Implementation Governance Monitor for need to plan again ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. http://www.iss.nus.edu.sg/
  51. 51. For Further InformationPlease refer to:http://www.iss.nus.edu.sg/Or email Goh Boon Nam at:issgbn@nus.edu.sgFor course on Social Media for Business:http://www.iss.nus.edu.sg/ProfessionalCourses/SearchCourse/CourseDetail/tabid/267/cid/146/cname/nicf-enterprise-social-business-bootcamp-leveraging-social-for-business-outcomes/Default.aspx ITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. 51 http://www.iss.nus.edu.sg/
  52. 52. Q&AITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. 52 http://www.iss.nus.edu.sg/
  53. 53. The EndITIL SS thru EA.ppt © 2012 NUS. All Rights Reserved. 53 http://www.iss.nus.edu.sg/

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