Western Region Speaking Tour -- Social Media and the Service Desk

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ITIL has so many great places to start and borrow from. In a world where IT quickly evaporating to the cloud it is important to become service brokers. What is a service broker and how does that change the role of the IT organization? When you “prosumers” can order a book on their Kindle anywhere anytime, it is important to make sure your services are that easy to obtain!
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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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Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

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Western Region Speaking Tour -- Social Media and the Service Desk

  1. 1. ITSM and Social Media<br />HDI Western Regional Tour<br />Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento<br />
  2. 2. Agenda<br />Introduction – Who Do You Think You Are<br />The Way We Were – Support Evolution<br />Who Let The Dogs Out – Transparency<br />People Are Talking – Tools for Sharing<br />Shhhh – Tools for Listening<br />More with Zero – Resources<br />Future Leaders - Alignment<br />
  3. 3. Who Do You Think You Are?<br />Started as a Help Desk Tier One 1990<br />Moved to Help Desk Manager<br />FrontRange HEAT & ITSM Consultant<br />Integrations Product Manager for Service Desk & Desktop Management Tool<br />Business Development / Thought Leadership Touchpaper<br />Founder ServiceSphere<br />
  4. 4. ServiceSphere<br />Invoke the IT support customer experience to embrace the social support journey.<br />
  5. 5. Zendesk<br />Founded 1997<br />Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience.<br />SaaS, Customization, and Quick To Start Using<br />“Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau<br />Not Your Traditional Vendor, but a Community!<br />One More Thing….<br />
  6. 6. HootSuite<br />Founded 2008<br />Social Dashboard<br />Scheduling, Team and Stats!<br />Integration into zendesk!!!!<br />One window to your support discussion.<br />One More Thing<br />
  7. 7. Disclaimer<br />There are no pioneers on this topic<br />There are no leaders on this topic<br />There is no evidence to support this topic<br />Social Media vs. Social Networking<br />There will be some FUD<br />My writing is horrible<br />@ServiceSphere #HDIOC<br />
  8. 8. Q&A<br />
  9. 9. WARNING<br />Examples shown are REAL TIME<br />Some may not be suitable for “professional audiences”<br />
  10. 10. If<br />If you don’t own your IT image, someone else will.<br />
  11. 11. DEFINED<br />
  12. 12. Social Networking Defined<br />It’s about getting information faster<br />It’s about getting information targeted for YOU<br />It’s about connecting to “People”<br />It’s about on-demand overload<br />It’s about “feeling” connected<br />It’s about tuning out, so you can tune in<br />It’s about Ego<br />It’s about TIME<br />
  13. 13. The Way We Were<br />
  14. 14. The Way We Were<br />Generational Shift In Information<br />
  15. 15. The Way We Were<br />These Are Not The Droids You are Looking For<br />IT PROsumerism<br />Today's IT Consumers come to the organization with ready knowledge of:<br />WiFi<br />Computers<br />Cloud Computing<br />Networking<br />Software<br />In 1990, 1995, 2000 and 2005 this was not the case.<br />
  16. 16. Education vs Instruction<br />
  17. 17. Who Let The Dogs Out<br />Having “The Talk” <br />Management – Mom & Dad<br />Education<br />Abstinence vs Protection<br />Employees – Sis & Bro<br />Rules<br />Safety<br />Customers – The Neighbors Kids<br />Trust but monitor<br />
  18. 18. Who Let The Dogs OutWhy Policy?<br />Social networks are an important part of our lives<br />There is MANY benefit to social networking use at work<br />This presentation describes what is and is not acceptable<br />
  19. 19. Who Let The Dogs OutDo A POLICY NOW<br />Remember to stay positive<br />Contribute value to online conversations<br />Be honest about your relationship to the company<br />Report any negative comments about the company to {insert name}<br />If you are unsure about whether or not a post, comment, or photo is acceptable, consult your manager<br />
  20. 20. Talking<br />
  21. 21. People Are Talking – Talk Back<br />Which:<br />Twitter - Profile<br />When<br />Promote Information Awareness<br />Upcoming Outages, Changes & Information<br />Simple Q&A<br />Outsource Level 1 Support (INTERNALLY)<br />How<br />Password Protect your updates<br />Share access to the page so that key people can post updates<br />
  22. 22. Live Demo<br />Service Desks On Twitter? Yep!<br />
  23. 23. People Are Talking – Talk Back<br />Which:<br />Facebook – Fan Pages<br />When<br />Collaboration between the Service Desk Members<br />Real People at the Service Desk<br />Updates from the Service Desk in Customers “Wall”<br />ITSM Events (Calendar)<br />How<br />Curtain Sensitive Information<br />Events to Calendar for Support Changes<br />FAQ’s<br />
  24. 24. Live Demo<br />Service Desks On Facebook? Yep!<br />
  25. 25. WAIT…..<br />
  26. 26. People Are Talking – Talk Back<br />Which:<br />LinkedIn– Your Profile, Groups and Answers<br />When<br />Promote yourself, promote your company<br />Network in Groups to get information about events and best practices<br />Use Answers, to ask, but more importantly to ANSWER<br />Staff Augmentation<br />Events<br />How<br />Never post or answer a question with sensitive information.<br />
  27. 27. Live Demo<br />Service Desks On LinkedIn? Yep!<br />
  28. 28. People Are Talking – Talk Back<br />Which:<br />YouTube– <br />When<br />You have an image problem<br />Closed Incidents<br />How<br />Flip Cam<br />
  29. 29. Live Demo<br />Service Desks On YouTube? Yep!<br />
  30. 30. Listening<br />
  31. 31. Listening For Support<br />Google Alerts 101<br />Org Name<br />Org Name and “X Desk”<br />Nicknames for Org<br />Use “” marks<br />Remember to Check REAL TIME searches or setup feed from Google<br />
  32. 32. Listening For Support<br />The Good News & The Bad News<br />Good News<br />Talk and Listen with ONE tool<br />Bad News<br />Listen for Tweets, No Facebook, MySpace, LinkedIn<br />
  33. 33. More With Zero<br />
  34. 34. More With Zero<br />Resources<br />By Creating A Policy You can Leverage Usage<br />Create CZAR of Help Desk Communications (Rotating)<br />Support and Promote 24/7, After Hours Czar<br />Use Software (ATG or Something Special)<br />
  35. 35. More With Zero<br />HootSuite<br />Professional Social Dashboard<br />SeesMic<br />Look<br />Web, Desktop, Mobile<br />Pros/Cons<br />TweetDeck<br />Desktop, Mobile<br />Pros/Cons<br />
  36. 36. More With Zero<br />
  37. 37. Social Media & ITSM - Future?<br /><ul><li>Orientation
  38. 38. Recognition</li></li></ul><li>Our Time is Now<br />
  39. 39. Future Leaders<br />Alignment<br />Create your future by inventing it.<br />If Sales Does It….<br />Business Marketing is Struggling, lead the way.<br />The 1st and maybe last time you agree<br />
  40. 40. Conclusion<br />It’s a generational shift in communication, be prepared.<br />With or Without Business, Employees will Communicate<br />Create a Social Media Policy TODAY<br />Unlike other trends, this one is powered by individuals, not groups.<br />Do research, check for organization like yours on Social Media<br />Look at other organizations Social Media Policies<br />Check with your IT Policy Department<br />
  41. 41. Good Read<br />A Decade Old, and as new as tomorrow!<br />Thanks JC<br />
  42. 42. Thank YOU<br />For more information info@servicesphere.com<br />

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