BY MARTIN THOMPSONBenefits of Social Media for ITSM

Professionals

Social ITSM

The ITSM Review

Agenda• About The ITSM Review / ITAM Review • Life online - How to respond?• Social ITSM – What’s in it for me? • What works?

– Content– Behavior

• ITSM Futures• Q&A

About Us

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ITAM REVIEW• Started November 2008• SAM, ITAM and Software Licensing

ITSM REVIEW

ITAMREVIEW

ITSMREVIEW

45K

30K

• Started August 2011 • ITSM Professionals

About The ITSM Review

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Saturday 15th

FebruaryLargest audiences in USA (29%), UK (17%) and India (10%)

100% organic: roughly 50% social, 50% search traffic

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What data should we collect to manage Adobe Licensing?

How shouldwe respond?

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How to respond?1. Consume2. Interact3. Curate4. Create5. Network6. Nothing

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Content buildingRequest

Source

PublishShare

Repeat

• Curiosity• Request• What do you need help with?

• Think Dewey

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Many thanks to…• Aale Roos• Andrea Kis• Aprill Allen• Chris Evans• Greg Bayliss Hall • Ian Connelly• Ivor Macfarlane• James Finister• Lana Yakimoff

• Peter Brooks• Rebecca Beach• Richard Horton• Rod Weir • Simone Jo Moore• Sophie Danby• Stephen Mann• Stuart Rance• Suresh GP

Q. What you get out of using social media, personally, to help with your ITSM career?

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Global digital ITSM chapter

One Back2ITSM Question: 14 days, 17 unique contributors, 50 comments, 97 likes, 6 countries, 14 cities

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Why Social?

Make friends, connections and meet interesting people

Knowledge Sharing

Business Generation and Career Opportunities

Connecting around industry events

38%

16%

14%

14%

Connectedness / Isolation 11%

Collaboration (bounce ideas, stimulate thoughts) 8%

What you get out of using social media, personally, to help with your ITSM career?

The ITSM Review

New Business & Careers“I don't think I would have been able to become an independent ITSM consultant without social media. Not only did the discussions on various platforms give me the confidence to go for it, but almost every single piece of work that I have been offered has come via someone I interact with on social media. I have no idea how consultants used to find work in ’the old days’ “ Stuart Rance  

“LinkedIn group was how I came to submit my winning white paper to the itSMF competition. Then I met people face to face at conference. Then I connected with them (you) all on twitter. I WOULD NOT BE HERE TODAY if it weren't for social media. I would be writing copy for peanuts, I guess.” Aprill Allen

“All the work I've had since "going solo" has come via Twitter, no proper interviews, no sending off my CV etc. Social enables you to create a "brand" for yourself, which is worth its weight in gold these days.” Sophie Danby

“It has opened up a wider pool of potential employees, and allowed us to evaluate aspects of their capabilities that perhaps aren't evident from a CV, or even a typical interview.” James Finister

“Blogs have been helpful to my career. They raised my profile. They got me presentations and webinar-type work with vendors. They were also my personal storefront. But my real social career move has to be to ServiceNow. I replied to a vacancy tweet. Two thirty minute phone calls later, with my now boss and his boss, I had a new job.“ Stephen Mann

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Supporting Events“It really has been instrumental in me connecting with people I never would have had the chance to meet before or if I had been in the vicinity been far too intimidated to approach them. Getting that initial hello over and done with in Twitter etc. makes everyone far more human.” Rebecca Beach

“I have been thrilled with the power of social media to get connected with some fascinating minds across globe and opportunity to learn, experience and contribute to the community at large. I now have a couple of dozen people that are looking forward to meet me first time in reality at SITS14 and this would not been possible without the power of the great channel.” Suresh GP

“For me it is the new water-cooler or coffee bar now that people don't work physically close. After a few years of missing the meaningful and meaningless, work and non-work conversations around the work team, social media has restored it . As Stuart says it gives access to people, and then all the old benefits of that are restored. In summary - it is technology giving me back what technology had taken away.” Ivor Macfarlane    “I've found it very valuable in keeping up with what people are thinking and writing. There have been all sorts of helpful links to good articles, and I ended up quoting from Facebook in my assessments for my OU PGC. As many have said it's also a good way of meeting and interacting with others in this space (or building links with people you have met at events).” Richard Horton 

Connecting

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What content works? ITSM Content is NOT tomorrow’s chip paper

– How to / Real life– Look up / Reference– Real life exposed to frameworks

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Content LongevityHP DDMI Review

7 Benefits of KEDB

Oracle Licensing

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What works? behaviour• Assume all online

interactions are permanent

• Let your expertise do the talking

• Authenticity, Transparency & Humility

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Social ITSM Futures“ From time to time there has been quite important discussions which have led to better understanding of ITSM issues. I think the ITSM framework of the future is being written on these various forums.” Aale Roos

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OUR CONTACT DETAILS

Swindon, Wiltshire

www.theitsmreview.comwww.itassetmanagement.net

Martin.Thompson@itassetmanagement.net

+44 (0) 845 130 3166

@itsmreview @itamreview @hotroh

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