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Symfoni Itsmf Social IT 251012
- 1. Symfoni & SocialIT Peter van Damme
- 2. Symfoni & SocialIT • 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 inflavours... 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 IThelps 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 IThelps 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
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- 10. Headline It’s already happening! Yourdecision is not whether or not to do it but whether or not you want to be included
- 11. How Can Iget 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