The Social Enterprise of 2013

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Learn how IT organizations can embrace social platforms like Twitter, Facebook, LinkedIn and even Pinterest to engage with users and employees while fostering business success.

Technology

Build The 2013 Social Enterprise

Social IT and the Social Enterprise of Yesterday

#BMCSocial

@servicesphere #BMCSocial

Agenda

• Introductions & Dialog Options

• Five Top Public Social Tools (or MORE!)

• Knowledge Worker Divide

• How BMC Can Help

• Q&A
@ErinKAvery

2 © Copyright 10/25/2012 BMC Software, Inc

Erin Avery Chris Dancy
#BMCSocial @erinkavery @servicesphere

3 © Copyright 10/25/2012 BMC Software, Inc

Five Top Public Social Tools
(or MORE!)

4 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Support
Support 2003 Support 2013

Authenticity Metrics
Collaborative Methods
Experiential Frameworks
Instant / Trusted Answers
Alternatives Tools
Hyper Local Incidents / Problems
Praise & Feedback Permissions
@ErinKAvery

5 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Facebook
Employee to Employee
Facebook Pages
Facebook Commercial Solutions
Facebook Custom Development Solutions
(FBML)
Facebook Groups
Events that effect users
@ErinKAvery

6 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Twitter
Feedback
Outages
Innovation (listening)
SMS Backbone
Push Messages e.g. follow
‘helpdesk' to 40404
@ErinKAvery

7 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

foursquare

Location based Knowledge
Tips/Tricks/FAQ’s based on geofencing
Photos of common objects people might
be looking for specific areas
@ErinKAvery

8 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

LinkedIn

Company Page
Company Employee Group
Company Product Group
Company Alumni Group
Events for the organization
@ErinKAvery

9 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Multimedia
YouTube SoundCloud
FAQ’s
Short audio messages & updates
Unboxing Videos
Collaborative audio knowledge
Tutorials
Best practices/ Education
Staff Introductions
Embeddable code & links
Embeddable Code & Links
@ErinKAvery

10 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Blogging & More
Blog Google Plus
Help Desk page for tagging and
Blogging
supporting users
Help Desk Knowledge Highlights
Help Desk Staff Highlights Alerts and updates
Tumblr Group administration
Group updates on projects, Event listings for changes & non
integration into audio, video, text and
other systems. critical updates
@ErinKAvery

11 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

More & More
Pinterest

Service Request Catalog
Service Pipeline Testing
Crowd sourced Opinion on
changes to systems or UI’s.
@ErinKAvery

12 © Copyright 10/25/2012 BMC Software, Inc

Knowledge Worker Divide

13 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Skills
Knowledge Worker 2003 Knowledge Worker 2013
Email Work Narration
Survey Experience Mapping
Software Based Channel Based
Document Based Link Based
Team Player Network Player
File Retrieval Knowledge Locker
Relevance Context
Soft Skills EQ Trust / Authenticity
Out Sourcing / In Sourcing Personal Sourcing / Mall Sourcing
@ErinKAvery

Tasks Micro-Tasks
14 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Metrics
Metrics 2003 Metrics 2013

Annual Review Real Time & Mobile
Resolution Management Opportunity Management
Projects on Time / Budget Ideas on Innovation / Creativity
Date, Time, Volume based Value based
Peer Feedback Sentiment Analysis
Knowledge Recorded Knowledge Shared
Leadership Amplification
@ErinKAvery

15 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Tools
For You For Robots For Others
@ErinKAvery

16 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Work Flow 2013
EMAIL

Link

Retrieve Offline

Locker / Consume /
Metric Share
@ErinKAvery

17 © Copyright 10/25/2012 BMC Software, Inc

#BMCSocial

How BMC Can Help

18 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
#BMCSocial

How BMC Can Help

Post Updates to Facebook &
Twitter

Feed Tweets to ITSM Console

Create Incidents from Tweets

Direct Message user via Twitter
@ErinKAvery

19 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

20 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

21 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

22 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

23 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

24 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

25 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere
@ErinKAvery #BMCSocial

26 © Copyright 10/25/2012 BMC Software, Inc

@servicesphere #BMCSocial

Nov 27: Learn how BMC embraces Social IT

Dec 10: The Contextual Bio Enabled Enterprise
of Tomorrow

Follow @BMC_FootPrints for details
@ErinKAvery

27 © Copyright 10/25/2012 BMC Software, Inc

Questions via chat?

28 © Copyright 10/25/2012 BMC Software, Inc

Thank You

29 © Copyright 10/25/2012 BMC Software, Inc

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Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management. The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM). Speakers: Bob Boule Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle. Gopinath Rebala Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.

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Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes? All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.

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