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Pink Elephant – Leading The Way In IT Management Best Practices
Social Media & IT Support
January 31, 2011
Chris Dancy Director of Digital Engagement
Pink Elephant
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 2
Welcome & Agenda
Support Today New Traditional Hybrid Enterprise.Next
(Social IT) Exploratory Resources
Pink Elephant – Leading The Way In IT Management Best Practices
Support Today
A Journey
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Support Today – History
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Support Today – Sharing
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Support Today – Escaping Knowledge
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Support Today – Analyst
*Forrester Research
Pink Elephant – Leading The Way In IT Management Best Practices
New Traditional
It’s old already…
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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 © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
New Traditional – Twitter
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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 © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
New Traditional – Facebook
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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 © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
New Traditional – LinkedIn
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
New Traditional – YouTube
Which YouTube
When You have an image problem Closed Incidents
How Flip Cam
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
New Traditional – YouTube
Pink Elephant – Leading The Way In IT Management Best Practices
Hybrid
Tools bridging Social IT and the Enterprise
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Hybrid
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Hybrid
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Hybrid
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Pink Elephant – Leading The Way In IT Management Best Practices
Enteprise.Next
Today’s Generation of Tools
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Enterprise.Next
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 23
Enterprise.Next
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 24
Enterprise.Next
Pink Elephant – Leading The Way In IT Management Best Practices
Exploratory
Trends in Social IT Support
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Exploratory – Facebook
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• Orientation • Recognition • Near Field
Communication • IPS (Internal
Positioning Systems
Exploratory – Location
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Exploratory – The Help Desk
Gmail Labels Calendar Google Reader Google Voice Transcription
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Exploratory – The Help Desk
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Exploratory – Theophany
Pink Elephant – Leading The Way In IT Management Best Practices
Resources
More with less
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Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Resources
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Resources
33
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Future
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Special Thanks
35
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 36
Questions?
Thank You PINK ELEPHANT www.pinkelephant.com
Chris Dancy
c.dancy@pinkelephant.com
http://servicesphere.com/blog
http://twitter.com/servicesphere