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itSMF UK BIG4 Twitter Chat

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twitteritSMF UK’s new initiative for 2014, ‘The Big 4 Agenda’ kicked off last week with the first of the five scheduled Twitter Chats taking place. The chat featured Big4 Agenda Speaker and itSMF UK Vice-Chair John Windebank and was moderated by Kathryn Howard the pioneer of the #leadit Twitter Chats for itSMF Australia.

The Twitter Chat Model

The Twitter Chat model shows that itSMF UK are taking strides to be more current (using social media to engage with the community) and give new and exciting ways for people to get involved. One of my uber pet hates is that Service Desk staff have limited ways to involve themselves in the industry, being able in most cases to only attend one event per year if they’re lucky and in some cases never being unchained from their desk.

The direction itSMF UK is heading seems to be more inclusive and for that I am delighted. Now, if only we could get them to do something about their website!

The point of the Twitter Chats, in itSMF UK’s own words is ‘…firstly to identify the top four issues that you are facing in IT and then to provide discussion/help/expert opinion on each of these topics.’

People from all over joined in the chat, not just from the UK, suggesting that ITSM issues are the same regardless of where you connect to your WIFI.

The Twitter Chat itself

It started off with a few technical hitches and a lot of forgetting to add the hashtag #itSMBIG4, but once all were settled in comments started to flow, albeit with the slightly disjointed manner typical of many people discussing several things at the same time. The hour passed surprisingly fast and below is an overview of what I picked up as the main topics of the event:

Tweets from several contributors show that Problem Management is still a big issue in the industry with it being perceived as the Invisible Man to the Service Desks Superman…

And a general agreement that collectively we’re totally crap at defining the value that ITSM gives to the business

Then there was that ITIL discussion that never ends. Time to face it people, at the end of the world there will be cockroaches, Cher & ITIL.

Overall

I really like the way that itSMF UK are looking at new ways to engage and what’s more, not just with their members but with everyone in the industry and I hope that this will continue and at the next Twitter Chat and that more people will get involved.

Unfortunately a lot of the points raised were, as Claire Agutter said, just the same old issues that have been floating around for years.

Having said that I’m very interested to see the results of the Big 4 Survey (voting now closed) and hope that it’s given some new and exciting insights into the current and future struggles of ITSM.

The comments from the Twitter Chat together with the results of the Big 4 Survey will confirm the 6 key topics that itSMF UK will take to the itSMF UK conference and Exhibition (4-5 November, Birmingham). These 6 topics are due to be announced this week. Then at the event a series of roundtable discussions will take place to narrow down those 6 topics to the top 4 – i.e. the Big 4 that itSMF UK will concentrate on in 2014.

Once announced a Twitter Chat for each of the individual topics will be held as follows:

  • November 13 – Big4 Topic 1
  • December 11 – Big4 Topic 2
  • January 15 – Big4 Topic 3
  • February 12 – Big4 Topic 4

I hope to see you either at the conference, or involved in the Twitter Chats, preferably both!

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