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

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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.

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

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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. 36

Questions?

Thank You PINK ELEPHANT www.pinkelephant.com

Chris Dancy

c.dancy@pinkelephant.com

http://servicesphere.com/blog

http://twitter.com/servicesphere