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Confidential SocialNow Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services © 2013 ServiceNow All Rights Reserved

SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

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Page 1: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Confidential

SocialNow Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services

© 2013 ServiceNow All Rights Reserved

Page 2: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Confidential

ServiceNow

• NYSE: NOW

• 1,500+ enterprise customers

• Worldwide HQ in San Diego, CA

with major sites in Silicon Valley,

Seattle, Amsterdam and Sydney

• Global datacenter operations in

North America, Europe and Asia-Pacific

The Enterprise IT Cloud Company

2007 2008 2009 2010 2011 2012 ServiceNow Annual Revenue

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Page 3: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

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Selected Customers

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Financial Services IT Services Healthcare Consumer Technology

© 2013 ServiceNow All Rights Reserved

Page 4: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

it is not possible to solve today’s challenges with yesterday’s technology

- Fred Luddy Chief Product Officer, ServiceNow

Using Social media must be seamlessly integrated into the learning paths

“ ”

The Challenge we face today

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Page 5: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Overview

• Company level: – Post updates

– Monitor / Search for Keywords

– Reply & Provide Solutions

• User level – Authenticate

– Retrieve User / Customer information

– Share company updates

• Training – ILT & VILT

– Curriculum Development (with Box Integration)

Integrate with Social Media sites in ServiceNow

© 2013 ServiceNow All Rights Reserved 5

Page 6: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

ServiceNow Social IT – Chat & Live Feed

© 2012 ServiceNow All Rights Reserved 6

Benefits

• Communicate within IT; between IT

and the business; and within the

business itself

• Facilitate communication and capture

knowledge for re-use

Using Social Media

• Chat/IM & Live/wall built into every

process

• All conversations captured & attached

to the appropriate record

• Ability to post into knowledge base

Features

• Share knowledge including links and

images

• Filter information using groups & tags

• Follow what you are interested in – by

group, tag or individual

Page 7: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Using Social Media with ServiceNow

© 2012 ServiceNow All Rights Reserved 7

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Page 8: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

© 2012 ServiceNow All Rights Reserved 8

Using Social Media in Education Services

ILT & VILT

Page 9: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Using Social Media; The Welcome Message

© 2012 ServiceNow All Rights Reserved 9

Page 10: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Using Social Media; Sharing the answers

© 2012 ServiceNow All Rights Reserved 10

Page 11: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Using Social Media; Contributions from other Trainers

© 2012 ServiceNow All Rights Reserved 11

This is yet another resource for our Curriculum developers

Page 12: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Confidential © 2012 ServiceNow All Rights Reserved 12

Integrating Social Media; Post updates using Workflow

Page 13: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

Confidential © 2013 ServiceNow All Rights Reserved 13

Using Social Media in Education Services

Future Uses

Page 14: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

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Integrating Tweets into Learning

© 2012 ServiceNow All Rights Reserved 14

Page 15: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

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LinkedIn / XING

• Post Update

• Skills updated to both Linkedin & ServiceNow

• Create Contacts

© 2012 ServiceNow All Rights Reserved 15

Page 16: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

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Servicenow Integration with Linkedin

© 2012 ServiceNow All Rights Reserved 16

Page 17: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

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Box Integration - Create new Incident

© 2012 ServiceNow All Rights Reserved 17

Always save the incident, business rule to connect to box runs on Create

Page 18: SocialNow - cedma-europe.org · Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services ... –Monitor / Search for Keywords ... Using Social Media • Chat/IM

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