1. Symfoni & Social IT
Peter van Damme

2. Symfoni & Social IT
• Some highlights from our presentation at
Symfoni Forum 2012
• Symfoni is using social media in collaboration
and it service management solution
• Symfoni is practicing social IT internally

3. Symfoni Collaboration & ITSM
We create solutions
that make
people work
Better – Together!
A true Collaboration Culture:
Consulting
Advisory
Training
Development
Project Mgmt
Application Mgmt
Software as a Service
On site / Hybrids
Infrastructure mgmt
Hosting Services
Collaboration delivered everywhere!

4. Collaboration everywhere – web, plugins, widgets
Integrated
image editors,
PDF auto-
generation for
easy preview,
maps, html5
video
streaming…
Desktop widgets for ease of access
Rich web experience,
integrated collaborative workspaces
Microsoft Office plugins
IBM & Microsoft email plugins

5. Social IT in flavours...
INTERNAL
Use social IT to facilitate communication and knowledge sharing
within the walls of IT
EXTERNAL
Use social IT to facilitate communication between IT and the
business users
SOCIAL SUPPORT
Use social IT to facilitate communication and knowledge sharing
across the entire organization – capture and monitor the
information

6. How Social IT helps IT Department
•Get included in discussions
•The conversations are happening anyway – here’s an opportunity for IT to be involved
and contribute to the discussion
•Reduce cost
•Technologies like chat allow service desk technicians to engage with multiple
business-users at one time
•Become more accessible
•By providing more, familiar methods of contacting IT, business-users will be more
inclined to contact IT
•Encourage community-help
•Social support technologies such as “walls” allow business-users to help other
business-users. IT can monitor this to identify trends
•Capture valuable information
•All communication is captured for use as knowledge. Walls create searchable
repositories, and chats are saved within incident/problem/change records

7. How Social IT helps the Business
• Helps the business help itself
• Social technologies encourage self-help and community-help … and that’s
where the real business and process expertise lives
• Creates new information repositories automatically
• As business-users help one another, their advice is automatically captured to
become part of a living knowledge base – available to everyone else
• Provides familiar ways to communicate with IT
• Social technology isn’t new – its just new as a way to communicate with IT.
Business-users use this technology already
• Facilitates collaboration across the whole business
• Many of the discussions that take place on walls are not IT-specific. They could
easily be someone in Finance helping someone in Sales – but again, all that
information is captured and available to everyone

8. Some examples
HELPDESK CHAT

9. Some examples
LIVE FEED

10. Headline
It’s already happening!
Your decision is not whether or not to do it
but whether or not you want to be included

11. How Can I get started
• Being a good host requires much more than simply
providing a nice table and a good meal.
•Similarly, hosting a social IT environment demands a greater
commitment than just opening a service platform to end users.
• A social IT environment will require care and feeding –
including training
•Allocate resources to this effort – it won’t happen by itself
• Put aside social media misconceptions and fears
•Help business-users help themselves and each other.
• Talk to your Symfoni contact and ask them how we can
help you get to social IT