Social media it support.pptx
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The document discusses how IT support organizations can leverage social media and new technologies. It outlines how support has traditionally been handled through knowledge sharing and escaping silos. It then examines using tools like Twitter, Facebook, LinkedIn and YouTube in new ways for IT support. Emerging hybrid tools that bridge social and enterprise platforms are presented. The talk explores future trends like location services and virtual help desks. Resources and adopting social IT with less are discussed.
Social media it support.pptx
- 1. Social Media & IT Support January 31, 2011 Chris Dancy Director of Digital Engagement Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices
- 2. Welcome & Agenda Support Today New Traditional Hybrid Enterprise.Next (Social IT) Exploratory Resources Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 2
- 3. Support Today A Journey Pink Elephant Leading The Way In IT Management Best Practices 3
- 4. Support Today History Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 5. Support Today Sharing Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 5
- 6. Support Today Escaping Knowledge Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6
- 7. Support Today Analyst *Forrester Research Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 8. New Traditional Its old already Pink Elephant Leading The Way In IT Management Best Practices 8
- 9. New Traditional Twitter Which Twitter Profile When Promote Information Awareness Upcoming Outages, Changes & Information Simple Q&A Text Messages from the DESK Outsource Level 1 Support (INTERNALLY) How Password Protect your updates Share access to the page so that key people can post updates Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 10. New Traditional Twitter Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 11. New Traditional Facebook Which Facebook Fan Pages When Collaboration between the Service Desk Members Real People at the Service Desk Updates from the Service Desk in Customers Wall ITSM Events (Calendar) Like button for Knowledgebase How Curtain Sensitive Information Events to Calendar for Support Changes FAQ s Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 12. New Traditional Facebook Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 13. New Traditional Linkedin Which LinkedIn Your Profile, Groups and Answers When Promote yourself, promote your company Network in Groups to get information about events and best practices Use Answers, to ask, but more importantly to ANSWER Staff Augmentation Events How Never post or answer a question with sensitive information. Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 14. New Traditional LinkedIn Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 15. New Traditional YouTube Which YouTube When You have an image problem Closed Incidents How Flip Cam Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 16. New Traditional YouTube Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 17. Hybrid Tools bridging Social IT and the Enterprise Pink Elephant Leading The Way In IT Management Best Practices 17
- 18. Hybrid Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 19. Hybrid Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 19
- 20. Hybrid Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 20
- 21. Enteprise.Next Todays Generation of Tools Pink Elephant Leading The Way In IT Management Best Practices 21
- 22. Enterprise.Next Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 22
- 23. Enterprise.Next Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 23
- 24. Enterprise.Next Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 24
- 25. Exploratory Trends in Social IT Support Pink Elephant Leading The Way In IT Management Best Practices 25
- 26. Exploratory Facebook Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 26
- 27. Exploratory Location ≒ Orientation ≒ Recognition ≒ Near Field Communication ≒ IPS (Internal Positioning Systems Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 28. Exploratory The Help Desk Gmail Labels Calendar Google Reader Google Voice Transcription Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 29. Exploratory The Help Desk Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 29
- 30. Exploratory Theophany Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 31. Resources More with less Pink Elephant Leading The Way In IT Management Best Practices 31
- 32. Resources Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 33. Resources Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 33
- 34. Future Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
- 35. Special Thanks Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 35
- 36. Questions? Chris Dancy c.dancy@pinkelephant.com http://servicesphere.com/blog http://twitter.com/servicesphere Thank You PINK ELEPHANT www.pinkelephant.com Social Media & IT Support 息 Pink Elephant, 2011. All Rights Reserved. ITIL速 is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 36