The Emergence of Social IT

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The six pieces of a social tool, the skills, metrics and frameworks.

For HDI Nebraska.

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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.

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  • This presentation has been narrowed so that we can deep dive into specific IT Service Management Concepts, so we won’t go past 2015, THIS ROUND
  • Crazy little thing called scienceWhen I started in Support 1992 – 2012Signs & Symptoms -Change to Customer support and EngagementHelp DeskCall CenterService DeskDesktop SupportCustomer CareCustomer Service CenterSupport CenterThis is a Very UNINTELLIGENT DESIGNWe know have a jobs program in IT for displaced tech workers from the 90’s.
  • 2 years ago it was social networking policies, today it’s mobile deice policys and management to address BYOD…Isn’t that the promise of cloud? ……When I started at ServiceNow they offered me a laptop…..Isn’t our view of management and data security a little short sited…..
  • So 2008-2011….Communization, bring your own device, insert hyperbole here. We have just gone through a major shift within technology.The IT experts are now outside of the IT departmentServers are in the cloud – and growingApplication provisioning is home-based activity by our children or mostTech experiences are defined by what your friends are doing at OTHER companies and what your neighbors are doing at night
  • December 2008, I went to HDI and said, hey, we need to look at this. August 2009, we did. STAT: Right now there are more people on Facebook than were on the earth 200 years ago.Thought: The last time people displayed their lives on walls were the kings and queens of Egypt.
  • Who and WHAT did we do?People, Marketing, Colleges , High tech companies, we created big data revolution that is starting to be talked about.Let’s look at what we did in the absents of leadership from support organizations, management and the industry,
  • Twitter
  • Facebook – The Free Page (Less Secure)
  • Facebook – The Free Page (Less Secure)
  • Facebook paid apps
  • Custom PagesOTAGO offers services via Facebook
  • Groups and Video Support via Facebook
  • Twitter, Facebook, YouTube, Foursquare, Google Plus, and and iPhone APP!!You should be doing all these thingsBLURRRRR Marketing, Sales, Support? Support is the new marketing, marketing is the new sales, sales is the new…well sales will always be sales, which brings me to a joke by the IT Skeptic, Why don’t sharks eat sales people? Professional Courtesy.Your Pangaea just became a super content via text messaging and 3G internet
  • OUTCOMEHyper connectednessCollaborative skills emergeInnovation seeking (Apps, Knowledge, Micro-Tasking)Filter Failure – Filter BubbleCustomer CULT-tureConsumerizationWHERE THERE LESSONS LEARNED FROM ALL THIS??? WHAT WHERE THEY????
  • Shadow Enterprise using SocialWe call it Shadow IT, because to come out of the closet is still scary in some places. There is NOTHING shawdowy about this IT world we live in, as a profession that lives in the dark for a living, shadows is the new light.
  • Really Silos are the least of our problemsWe are hitting the wall of what the problem really is. Culture, an oppressed people and oppressed INFORMATION will find a way to be free.
  • You are here, in Yesterday.
  • FOUNDATIONS FOR THIS PERIOD OF 2012 – 2014:Atos intends to drive staff to 'inbox zero' by 2013O2 taking 3000 people out of the officeTech companies have tech enabled workers who don’t require or desire support systems And the in future, this is the office. We move to cities to be near the commerce. We will stay home to be near the commerce in the future.
  • Gone and back again
  • You want meat, we have a lady gaga wardrobe waiting for you. Let’s get started.Let’s dive into Tools, Skills, Metrics and ITIL alignment for Social IT (yea I said ITIL)
  • New collaboration skills emerge from new tools, email v2?Rise of new skill sets (see slide on skill sets)Facebook - likes, social objects, event management, relationship management (friendship pages), profiles, groups create niche networking, groups are good for projects, review relationship history's and common themes, tagging, social graph, brandividualsTwitter - @ mentions, #tags, trends (topics), favorites, Curation, niche, activity streamLinkedIn - profiles, historyQR Codes: Physical hyperlinks, more will be revealedListly – Crowds can be uglyBlog - humanize, anonymous commentsDisqus (Comment systems) - support for a user in a crowdfoursquare - Location based knowledge on an IT level vs. physical level, proximity based knowledge via knowledge workers, REAL LIFE PHYSICAL COOKIESQuora - Wisdom of the INFLUENTIAL crowds, Q&A social voteGetGlue - social objects, interest graph OVER social graph, gamification, recommendationMemolane – you will live foreverKlout, Peer Index, Empireave-value bought and soldNamesake: Amplified conversationscolor -Amplified events, Elastic network GetSatisfaction: Insource self servicetibbr-follow anythingKlout, PeerIndex:  Who's importantPodcast-EducationService-Now – Follow incidents, CI’s, People….
  • 2012 The rise of many new services with new skills to master
  • THESE INCLUDE FEEBACK and ENGAGMENTS SYSTEMS
  • WE CAN’T ZOOM INTO ALL THE TOOLS AND THEIR FEATURES SO WE WILL LOOK AT A SECTION OF FEATURES THAT ENABLED ENHANCED ITCORE TOOL PRINCIPLES FOR SOCIAL ENTPERISE (Let’s drop the IT part, my dentist can setup a WEP network and clean my teeth)PROFILESSTREAMSOSS – OPEN SELF SERVICECOMMENTSLOCATIONMOBILITY (not MOBILE)
  • Remote workers, rapidly growing companies, no knows what anyone is doing?WE started with active directory in 2000, Active Directory was NIETHERAnd actually NDS and LDAP did this betterWhat fixes this in a socially enabled enterprise?Social ProfilesBut I am NOT an AD entry, I am so much more, I am skills and history o linkedIN, Facebook and a collection of SHARED activitiesSocial IT MUST embrace the concept of a social profile
  • Activity StreamsLet’s come clean about a few things:EmailFile SharingFile SystemsDon’t work!!!An email sent or a status update, what’s the difference.What fixes this in a socially enabled enterprise?An activity Stream
  • Misperception is fixed people realize the true meaning of socialSocial is a FEATURE, not a platform Activity stream best practices
  • Why did self service never deliver?Form based work flowNo feeling of intimacyWhat fixes this in a socially enabled enterprise?Open Self Service (Feedback Platforms)
  • Why did the promise of knowledge never materialize?Static.Star ratings????If it’s not the first it ON GOOGLE I don’t care?What fixes this in a socially enabled enterprise?Comment Systems (Engagement platforms)
  • SORRY WORLD, ITS NOT COLLABRARITVE or SOCIAL UNLESS YOU AVE MOBILTYREMEMBER MOBILE IS NOT MOBILITY. It’s NOT an APP, it’s an APP-TIP-TUDESenses – Proximity, Light, Location, Camera, Voice In/ Out, Touch, Vibrate, Accelerometer, GyroscopeAPP Internet – Apps powered by the Internet (Siri) and API’s1 Billion HTML5 Phones By 2013By 2020 There will be 50 billion devices – 7 for each person on earthWE NEED TO LEARN TO THINK MOBILITY when designing systems.Mobile ONLY Support enables new support avenues: (FOR TECHS AND CUSTOMER)Eliminate form based workflow that has plauged the support desk for 20 yearsGesture based, pinch / zoom data models and reportsLocation based support and knowledge (more on this later)Integration into telephony and text Integration into other data management tools, such as evernote, offline readers and even pinterest for image capture of assets or problems (that hotel room cable setup)Tagging of objects in photos, video, sound files, locations with meta data via touchScanning of information with cameras App Internet to enabled power cloud based features like Siri, your phone is just a messenger for the cloud3rd Party hardware integration, everything from Radar to wirless micro cameras for security
  • Why did the promise of knowledge never materialize?Static.Star ratings????If it’s not the first it ON GOOGLE I don’t care?What fixes this in a socially enabled enterprise?Comment Systems (Engagement platforms)
  • They are smart, very smart and THEY LOVE TO SHARE
  • Mobiliy DEVICE CENTRIC FEATURESWebPhoneTableClientCLOUD ENABLES BYOD….
  • Knowledge-Tasks-Collaboration-Support:Location is vital to knowledge.  Some information is tied directly to where you are and is ONLY accessible when you are there.  Apps like foursquare, Facebook and Yelp all do an amazing job of augmenting my location based knowledge.  This ability for a customer or tech is groundbreaking.  Let customers leave knowledge, find knowledge, rate knowledge. Tasks-For too long tasks have been tied to a date and time.  Most of my tasks are date, time OR location.  I should be able to have a task for my remote techs to setup a projector WHEN they get to a conference room.  This is wildly different than setting up something at a certain TIME.Collaboration:Apps like Glancee tell you when people are NEAR that share your interest or skills.  When at an event or in a remote office, finding people with the skills or knowledge you need is essential.Support:The apple store app will let you scan a product and purchase it with no assistance.  Schedule an appointment with a tech or associate or see a schedule of up coming training.I'm going to stop now.  After spending two and a half years asking for IT support to MAKE THIS HAPPEN, I'm done.  You don't have to worry about your call center being outsourced; your users just met their OWN SLA.
  • Skill Sets CXM
  • @brenthoberman: “We are a 100-person company and we serve 50 million people. That kind of leverage has never existed before,” said drew Houston of Dropbox,Community manager
  • Biological Information Delivery SystemBIDS – people who are practically mechanical in their accuracy to share
  • Define your role as a knowledge worker of today.Creator, Consumer or CuratorLook at this pyramid
  • IT Professionals for 2015, note the Social Focus
  • PEOPLE METRICSKlout/Peer Index (Influence Engine)Reputation EconomyThe knowledge worker WILL be measured, this is no longer an IF, but a WHEN The need is real and the value is obvious, see KLOUT filter(WEBINAR COMING SOON)
  • PEOPLE METRICSKlout/Peer Index (Influence Engine)Reputation EconomyThe knowledge worker WILL be measured, this is no longer an IF, but a WHEN The need is real and the value is obvious, see KLOUT filter(WEBINAR COMING SOON)
  • ORGANIZATIONAL METRICS:METRICS – ORGANIZATIONAL: User sentiment as a metric. Google software. Social service desk update.Sentiment can be a preditive metricsPremtive Analaytics – PRE REPRORTS
  • Feedback vs EnagmentEngagement platfomrs feed service design and move CSI alongService Desk – feedback and engagement activities (no management in the future, the system self corrects)Problem Management – ENHANCED WITH SENTIMENT PREDICTIVE ANALYSISKnowledge – Enhanced by location, communityService Design –Business Services DESIGNED from the ground up with feedback and engagement built inCSI – I don’t know how we THOUGHT we were doing CSI
  • Reduction in Time Spent Looking for InformationIncreased time to ResolutionStorage DecreaseSecurity IncreaseReduction in EmailCulture restructure Information Search EasierLearningInnovation – Speed of collaborationConvergence of Pangea
  • YOU’LL BE WORKING IN 2020, DO YOU HAVE THE SKILLS?Six Sense? Are we developing new senses ?
  • QUESTIONS
  • The Emergence of Social IT

    1. 1. The Emergence of Social IT: Technology for the People 1
    2. 2. Agenda Social IT – Technology for the People • Pangaea • Epoch 1: Planet of the Likes 2008-2011 • Epoch 2: Shadow Dancing 2012-2014 @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 2012-2014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    3. 3. Pangaea Help Desk Call Center Service Desk Desktop Support Customer Care Customer Service Center Support Center @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 2012-2014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    4. 4. • In the 1950s, executives feared the bathroom: employees will waste productive time. • In the 1970s, executives feared the telephone: employees will waste productive time. • In the late 1980s, executives feared email: employees will waste time. • In the 1990s, executives feared Internet access: employees will waste time. • In the 2000s, executives fear social media: employees will waste time. • In the 2010s, executives fear BYOD will waste time. Toby Ward & Chris Dancy @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 2012-2014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    5. 5. Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    6. 6. August 2009 First Public Webinar @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020 #SocialIT
    7. 7. How @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    8. 8. How @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    9. 9. How @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    10. 10. How @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    11. 11. How @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    12. 12. How @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    13. 13. How @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    14. 14. • Hyper Connections • Social Collaborative Skillsets • Tech Bubble v2 Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    15. 15. Shadow Dancing “Institutions will try to preserve the problem to which they are the solution.” – C. Shirky 2012-2014 Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    16. 16. Right now, your company has 21st-century Internetenabled business processes, mid-20th-century management processes, all built atop 19th-century management principles -Gary Hamel @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    17. 17. Foundation “If HP knew what HP knows, we would be three times as profitable.” – L. Platt Mobile Connected Remote SoLoMo (Co) FOMO @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    18. 18. Foundation #SocialIT Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    19. 19. Tools Skills Social IT Metrics Alignment
    20. 20. TOOLS @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    21. 21. TOOLS @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    22. 22. TOOLS 1. 2. 3. 4. PROFILES STREAMS OSS COMMENTS 5. MOBILITY (not MOBILE) 6. LOCATION @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    23. 23. TOOLS- Profiles @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    24. 24. TOOLS- Streams @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    25. 25. TOOLS- OSS @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    26. 26. TOOLS- COMMENTS @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    27. 27. TOOLS- Mobility • Senses – Proximity, Light, Location, Camera, Voice In/ Out, Touch, Vibrate, Accelerometer, Gyroscope • APP Internet – Apps powered by the Internet (Siri) and API’s • By 2020 There will be 50 billion devices – 7 for each person on earth @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    28. 28. TOOLS- Mobility @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    29. 29. TOOLS- Mobility @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    30. 30. TOOLS- Mobility @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    31. 31. TOOLS-Location @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    32. 32. Walk-up Support* Serendipitous Support Phone Support* Email Support* $20.00 $17.00 *HDI Support Center Practices & Salary Report 2011 $14.00 Peer Support $7.00 Community Support $2.00 $0.00 36
    33. 33. SKILLS IT Support Community Management Customer Support Enterprise Collaboration @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    34. 34. SKILLS Via Oscar Berg @oscarberg #SocialIT @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    35. 35. SKILLS @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    36. 36. Metric @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    37. 37. Metric @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    38. 38. Alignment • Service Desk • Problem Management • Knowledge • Service Design • CSI @servicesphere Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 #SocialIT Epoch 2: Shadow Dancing 20122014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    39. 39. SUMMARY • • • • • • • Reduction in Time Spent Looking for Information Decrease time to Resolution People are the Support Platform Communication & Marketing Reduction in Email, Increase in Innovation Culture restructure Convergence of Pangaea © 2011 ServiceNow All 2: Shadow Epoch 1: Rise of Epoch Pangea the Planet of the Dancing 2012Rights Reserved Likes 2008-2011 2014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    40. 40. Pangea Epoch 1: Rise of the Planet of the Likes 2008-2011 Epoch 2: Shadow Dancing 2012-2014 Epoch 3: Enterprise Zen 2014-2017 Epoch 4: Social Societies 20172020
    41. 41. CHRIS DANCY chris.dancy@service-now.com Questions? @servicesphere #SocialIT

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