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Getting started with social IT (Part 2 of 2)

Following on from Matthew Selheimer’s first installment on social IT, we are pleased to bring you the second and final part of his guide to getting started with social IT Level 3 Maturity: Social Embedding The saying, “Context is King!” has never been truer and this is the foundational characteristic for attaining Level 3 social IT maturity; Social Embedding. This level of social IT maturity... 

Expanding Customer Service To Twitter

“Providing quick, engaging and valuable support to your customers on Twitter can build a positive brand image and reduce cost. Twitter takes less time, and money and offers your company the ability to resolve issues quickly and efficiently.” Image originally posted on Zengage, The Zendesk Blog Martin ThompsonMartin is an independent software industry analyst, SAM consultant and founder... 

Getting Started with Social IT (Part 1 of 2)

Today’s post from Matthew Selheimer of ITinvolve is part one of a two-part feature on Social IT maturity, part 2 will follow soon.  "Most of your customers, employees and stakeholders are actively using social media" Today, 98 percent of the online population in the USA uses social media sites, and worldwide nearly 6 out of every 10 people use social networks and forums. From a business... 

A structured approach to problem solving

Those who have worked in IT Operations have a strong affinity with the skills of problem solving and troubleshooting. Although a huge amount of effort is taken to improve resiliency and redundancy of IT systems the ability to quickly diagnose the root cause of problems has never been more important and relevant. IT Service Management has gone a long way towards making practices standardised and repeatable.... 

Gazing deep into the prISM

prISM: 'Dark side of ITSM?' or genuine professional recognition? At first glance, the new prISM credential scheme seems to be a qualification too far, as I consider improving my ITSM skills by going for the first of my ITIL Intermediate levels. The take up so far seems to belong to an select group, much like those who piloted the new ITIL Master scheme, and perhaps it is too early for that... 

Skills Framework for the Information Age (SFIA) Quick Guide

I know, it actually sounds like something they used to show early in the morning when I was growing up as part of an adult learning initiative, long before children’s television schedules took off. The first I heard of it was at the itSMF Regional Seminar in Staines, as part of the “speed-dating” networking sessions, as Matthew Burrows had just finished writing the pocket book. Before chatting... 

Rob England: What is a Technical Service Catalogue?

Amtrak 14th Street Coach Yard (Chicago, IL, US): A railway provides other functions: track gangs who maintain the trackwork, dispatchers who control the movement of trains, yard crews who shuffle and shift rolling stock. It is clear that these are not services provided by the railway to its customers. They are internal functions. We are looking at railways (railroads) as a useful case study for talking... 

Rob England: What is a Service Catalogue?

"The menu analogies we see all the time when talking about service catalogue are misleading. " We are looking at railways (railroads) as a useful case study for talking about service management. What is the service catalogue of a railway? If you said the timetable then I beg to differ.  If you said one-trip, return and monthly tickets I don’t agree either. The menu analogies we see all... 

Rob England: “What is Service Management?”

Tenuous link: One of Rob's passions outside of ITSM is trains. The ITSM Review offices are in sunny Swindon in the UK, home of Isambard Kingdom Brunel's workshops which powered the Great Western Railway. Editor’s Note: We are very pleased to welcome Rob England (a.k.a The IT Skeptic) as regular columnist at The ITSM Review. Service Management Railways provide a useful analogy for understanding...