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Agenda – What’s changing? – Social Media? – Key points – ITSM options – Social Media Questions
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Social Media + ITSM…
Barclay Rae
Independent management consultantService Management, Service Desk + ITSMService Catalogue + SLAsResearch and promotionBusiness managementProfessional Services Management
400+ Service Change ProjectsService Management since 1982Consulting since 1994
Web: barclayrae.com Twitter: @barclayrae #ITSMWPROW
Barclay Rae
Agenda– What’s changing?– Social Media?– Key points– ITSM options– Social Media Questions
What’s Changing???
Everything, constantlyAt hyper speed…
•What technology does• How we buy it • How we receive and consume it• How its supported•Who buys and runs it
• The traditional model is dying and our careers will too…•We need to GET MOVING…
Social Media…?
Social Media – key points
Personal, persona + personalityCan’t be too closely ‘controlled’It’s here and everywhereCant be ignoredPrevailing over email
If its free – you are the product…
ITSM Options
Service Desk Incident loggingKnowledge + crowdsourcingWhat are users/customers saying?
Problem Management – maybe at last
Social Media questionsWhy do we need it in IT?
Who owns it?
Where will it deliver value?
Is ‘Social Media’The right term?
Any Questions?
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