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Chris Dancy, ServiceSphere Session 220:  ITSM and Social Media
Agenda <ul><li>Introduction –  Who Do You Think You Are </li></ul><ul><li>The Way We Were –  Support Evolution </li></ul><...
Disclaimer <ul><li>There are no pioneers on this topic </li></ul><ul><li>There are no leaders on this topic </li></ul><ul>...
Who Do You Think You Are? <ul><li>Started as a Help Desk Tier One 1990 </li></ul><ul><li>Moved to Help Desk Manager </li><...
WARNING <ul><li>Examples shown are  REAL TIME </li></ul><ul><li>Some may not be suitable for  “professional audiences” </l...
If <ul><li>If you don’t own your IT image, someone else will. </li></ul>CRM Call Center IT Support
DEFINED
Social Networking Defined <ul><li>It’s about getting information faster </li></ul><ul><li>It’s about getting information t...
 
Overview <ul><li>Defined- </li></ul><ul><ul><li>Removing all obstacles between consumer and provider </li></ul></ul><ul><u...
Overview <ul><li>Un-Defined – Where the Money will Be </li></ul><ul><ul><li>Security </li></ul></ul><ul><ul><li>Processes ...
The Way We Were
The Way We Were <ul><li>Generational Shift In Information </li></ul>
 
Analysts *Forrester Research
 
 
Social Media Strategy <ul><li>Do NOT Create  a Social Media Strategy for Each Department.* </li></ul><ul><ul><li>Engagemen...
When  NOT   to use Social Media <ul><li>Don’t have a conversation agent </li></ul><ul><li>Don’t understand the data (Think...
Education vs. Instruction
Who Let The Dogs Out <ul><li>Having “The Talk”  </li></ul><ul><ul><li>Management  – Mom & Dad </li></ul></ul><ul><ul><ul><...
Talking
People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>Twitter - Profile </li></ul></ul><ul><li>When </li></u...
Live Demo <ul><li>Service Desks On Twitter?  Yep! </li></ul>
 
People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>Facebook – Fan Pages </li></ul></ul><ul><li>When </li>...
Live Demo <ul><li>Service Desks On Facebook?  Yep! </li></ul>
 
WAIT…..
 
People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>LinkedIn– Your Profile, Groups and Answers </li></ul><...
 
People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>YouTube–  </li></ul></ul><ul><li>When </li></ul><ul><u...
Live Demo <ul><li>Service Desks On YouTube?  Yep! </li></ul>
 
Google – The Help Desk <ul><li>Gmail Labels </li></ul><ul><li>Calendar </li></ul><ul><li>Google Reader </li></ul><ul><li>G...
More With Zero
More With Zero <ul><li>SeesMic  </li></ul><ul><ul><li>Look </li></ul></ul><ul><ul><li>Web, Desktop, Mobile </li></ul></ul>...
 
Social Media & ITSM - Future? <ul><li>Orientation </li></ul><ul><li>Recognition </li></ul><ul><li>IPS (Internal Positionin...
Doing Chicken Right
 
The Future
Future
Future
Enterprise Software and Social Media <ul><li>Activity Streams - Filters </li></ul><ul><li>People </li></ul><ul><li>Locatio...
<ul><li>Enterprise Intuition </li></ul><ul><li>Systems vs.. People Trending </li></ul>
Our Time is Now
Future Leaders <ul><li>Alignment </li></ul><ul><ul><li>Create your future by inventing it. </li></ul></ul><ul><ul><li>If S...
Q&A
Thank you Contact details: <ul><li>Social Media and ITSM </li></ul><ul><li>Session #220 </li></ul>Chris Dancy [email_addre...
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ITSM and Social Media

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Twitter was just the start to IT support, the world of social objects will define the coming changes.
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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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ITSM and Social Media

  1. 1. Chris Dancy, ServiceSphere Session 220: ITSM and Social Media
  2. 2. Agenda <ul><li>Introduction – Who Do You Think You Are </li></ul><ul><li>The Way We Were – Support Evolution </li></ul><ul><li>Who Let The Dogs Out – Transparency </li></ul><ul><li>People Are Talking – Tools for Sharing </li></ul><ul><li>Shhhh – Tools for Listening </li></ul><ul><li>More with Zero – Resources </li></ul><ul><li>Future Leaders - Alignment </li></ul>
  3. 3. Disclaimer <ul><li>There are no pioneers on this topic </li></ul><ul><li>There are no leaders on this topic </li></ul><ul><li>There is no evidence to support this topic </li></ul><ul><li>Social Media vs.. Social Networking </li></ul><ul><li>There will be some FUD </li></ul><ul><li>My writing is horrible </li></ul><ul><li>@ServiceSphere #Fusion10 </li></ul>
  4. 4. Who Do You Think You Are? <ul><li>Started as a Help Desk Tier One 1990 </li></ul><ul><li>Moved to Help Desk Manager </li></ul><ul><li>FrontRange HEAT & ITSM Consultant </li></ul><ul><li>Founder ServiceSphere, Focus on IT Marketing Management </li></ul>
  5. 5. WARNING <ul><li>Examples shown are REAL TIME </li></ul><ul><li>Some may not be suitable for “professional audiences” </li></ul>
  6. 6. If <ul><li>If you don’t own your IT image, someone else will. </li></ul>CRM Call Center IT Support
  7. 7. DEFINED
  8. 8. Social Networking Defined <ul><li>It’s about getting information faster </li></ul><ul><li>It’s about getting information targeted for YOU </li></ul><ul><li>It’s about connecting to “People” </li></ul><ul><li>It’s about on-demand overload </li></ul><ul><li>It’s about “feeling” connected </li></ul><ul><li>It’s about tuning out, so you can tune in </li></ul><ul><li>It’s about Ego </li></ul><ul><li>It’s about TIME </li></ul>
  9. 10. Overview <ul><li>Defined- </li></ul><ul><ul><li>Removing all obstacles between consumer and provider </li></ul></ul><ul><ul><ul><li>Rock Stars – Missing PR * Multi-National * Organizations – Marketing / Customer Service / Support * News Agencies – Roving Reporters (i-Report), Associated Press * Analysts - ? </li></ul></ul></ul><ul><ul><li>Curation of media for consumers and providers </li></ul></ul><ul><ul><li>LBS, Location based Services </li></ul></ul><ul><ul><li>Influence is the new SEO </li></ul></ul><ul><ul><li>Mobile revolution </li></ul></ul><ul><ul><ul><li>Single Purpose Apps </li></ul></ul></ul>
  10. 11. Overview <ul><li>Un-Defined – Where the Money will Be </li></ul><ul><ul><li>Security </li></ul></ul><ul><ul><li>Processes </li></ul></ul><ul><ul><li>Governance </li></ul></ul><ul><ul><li>Toolsets </li></ul></ul>
  11. 12. The Way We Were
  12. 13. The Way We Were <ul><li>Generational Shift In Information </li></ul>
  13. 15. Analysts *Forrester Research
  14. 18. Social Media Strategy <ul><li>Do NOT Create a Social Media Strategy for Each Department.* </li></ul><ul><ul><li>Engagement Strategy </li></ul></ul><ul><ul><li>Influence Strategy </li></ul></ul><ul><ul><li>Activation Strategy </li></ul></ul>*DDB Canada
  15. 19. When NOT to use Social Media <ul><li>Don’t have a conversation agent </li></ul><ul><li>Don’t understand the data (Think Matrix) </li></ul><ul><li>Don’t have a policy </li></ul><ul><li>Lacking Analysis of Your Community </li></ul>
  16. 20. Education vs. Instruction
  17. 21. Who Let The Dogs Out <ul><li>Having “The Talk” </li></ul><ul><ul><li>Management – Mom & Dad </li></ul></ul><ul><ul><ul><li>Education </li></ul></ul></ul><ul><ul><ul><li>Abstinence vs. Protection </li></ul></ul></ul><ul><ul><li>Employees – Sis & Bro </li></ul></ul><ul><ul><ul><li>Rules </li></ul></ul></ul><ul><ul><ul><li>Safety </li></ul></ul></ul><ul><ul><li>Customers – The Neighbors Kids </li></ul></ul><ul><ul><ul><li>Trust but monitor </li></ul></ul></ul>
  18. 22. Talking
  19. 23. People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>Twitter - Profile </li></ul></ul><ul><li>When </li></ul><ul><ul><li>Promote Information Awareness </li></ul></ul><ul><ul><li>Upcoming Outages, Changes & Information </li></ul></ul><ul><ul><li>Simple Q&A </li></ul></ul><ul><ul><li>Text Messages from the DESK </li></ul></ul><ul><ul><li>Outsource Level 1 Support (INTERNALLY) </li></ul></ul><ul><li>How </li></ul><ul><ul><li>Password Protect your updates </li></ul></ul><ul><ul><li>Share access to the page so that key people can post updates </li></ul></ul>
  20. 24. Live Demo <ul><li>Service Desks On Twitter? Yep! </li></ul>
  21. 26. People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>Facebook – Fan Pages </li></ul></ul><ul><li>When </li></ul><ul><ul><li>Collaboration between the Service Desk Members </li></ul></ul><ul><ul><li>Real People at the Service Desk </li></ul></ul><ul><ul><li>Updates from the Service Desk in Customers “Wall” </li></ul></ul><ul><ul><li>ITSM Events (Calendar) </li></ul></ul><ul><ul><li>Like button for Knowledgebase </li></ul></ul><ul><li>How </li></ul><ul><ul><li>Curtain Sensitive Information </li></ul></ul><ul><ul><li>Events to Calendar for Support Changes </li></ul></ul><ul><ul><li>FAQ’s </li></ul></ul>
  22. 27. Live Demo <ul><li>Service Desks On Facebook? Yep! </li></ul>
  23. 29. WAIT…..
  24. 31. People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>LinkedIn– Your Profile, Groups and Answers </li></ul></ul><ul><li>When </li></ul><ul><ul><li>Promote yourself, promote your company </li></ul></ul><ul><ul><li>Network in Groups to get information about events and best practices </li></ul></ul><ul><ul><li>Use Answers , to ask, but more importantly to ANSWER </li></ul></ul><ul><ul><li>Staff Augmentation </li></ul></ul><ul><ul><li>Events </li></ul></ul><ul><li>How </li></ul><ul><ul><li>Never post or answer a question with sensitive information. </li></ul></ul>
  25. 33. People Are Talking – Talk Back <ul><li>Which: </li></ul><ul><ul><li>YouTube– </li></ul></ul><ul><li>When </li></ul><ul><ul><li>You have an image problem </li></ul></ul><ul><ul><li>Closed Incidents </li></ul></ul><ul><li>How </li></ul><ul><ul><li>Flip Cam </li></ul></ul>
  26. 34. Live Demo <ul><li>Service Desks On YouTube? Yep! </li></ul>
  27. 36. Google – The Help Desk <ul><li>Gmail Labels </li></ul><ul><li>Calendar </li></ul><ul><li>Google Reader </li></ul><ul><li>Google Voice Transcription </li></ul>
  28. 37. More With Zero
  29. 38. More With Zero <ul><li>SeesMic </li></ul><ul><ul><li>Look </li></ul></ul><ul><ul><li>Web, Desktop, Mobile </li></ul></ul><ul><ul><li>Pros/Cons </li></ul></ul><ul><li>TweetDeck </li></ul><ul><ul><li>Desktop, Mobile </li></ul></ul><ul><ul><li>Pros/Cons </li></ul></ul>
  30. 40. Social Media & ITSM - Future? <ul><li>Orientation </li></ul><ul><li>Recognition </li></ul><ul><li>IPS (Internal Positioning Systems </li></ul>
  31. 41. Doing Chicken Right
  32. 43. The Future
  33. 44. Future
  34. 45. Future
  35. 46. Enterprise Software and Social Media <ul><li>Activity Streams - Filters </li></ul><ul><li>People </li></ul><ul><li>Location </li></ul><ul><li>Time/ Date </li></ul><ul><li>Events </li></ul><ul><li>Topics </li></ul><ul><li>Activity Streams - Reqs </li></ul><ul><li>Save Filters </li></ul><ul><li>Trending Topics </li></ul><ul><li>Simulations </li></ul><ul><li>Predictions </li></ul>
  36. 47. <ul><li>Enterprise Intuition </li></ul><ul><li>Systems vs.. People Trending </li></ul>
  37. 48. Our Time is Now
  38. 49. Future Leaders <ul><li>Alignment </li></ul><ul><ul><li>Create your future by inventing it. </li></ul></ul><ul><ul><li>If Sales Does It…. </li></ul></ul><ul><ul><li>Business Marketing is Struggling, lead the way. </li></ul></ul><ul><ul><li>The 1 st and maybe last time you agree </li></ul></ul>
  39. 50. Q&A
  40. 51. Thank you Contact details: <ul><li>Social Media and ITSM </li></ul><ul><li>Session #220 </li></ul>Chris Dancy [email_address] 303-459-4083

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