Social Media + ITSM…

1. Social Media + ITSM… Barclay Rae

2. Barclay Rae Independent management consultant Service Management, Service Desk + ITSM Service Catalogue + SLAs Research and promotion Business management Professional Services Management 400+ Service Change Projects Service Management since 1982 Consulting since 1994 Web: barclayrae.com Twitter: @barclayrae #ITSMWPROW

3. Agenda • What’s changing? • Social Media? • Key points • ITSM options • Social Media Questions

5. What’s Changing??? Everything, constantly At 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…

6. Social Media…?

8. Social Media – key points Personal, persona + personality Can’t be too closely ‘controlled’ It’s here and everywhere Cant be ignored Prevailing over email If its free – you are the product…

9. ITSM Options Service Desk Incident logging Knowledge + crowdsourcing What are users/customers saying? Problem Management – maybe at last

10. Social Media questions Why do we need it in IT? Who owns it? Where will it deliver value? Is ‘Social Media’ The right term?

11. Any Questions?