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Self-service – The value of Social

Stuart Power, Matrix42 We’ve seen the future of IT service support – and it’s social! An increasing number of corporate IT departments are evolving from fire-fighting cost centers, into service-delivering profit centers. Perhaps yours is one of them. But although this evolution is significant, it’s not the end of the story. In most cases, a centralized IT service delivery and workspace... 

The Avocado of Knowledge Management

Recently I’ve been talking to many servicedesk managers from different organisations to better understand the service delivery problems they solve with Knowledge Management. Knowledge Management is a funny old thing – it certainly has a high level of awareness amongst servicedesk managers but isn’t considered as fundamental as Self-Service, Incident, Problem, Change or Config. Most of the... 

Social IT in the enterprise: Getting past the hype

Can social IT crack open information stuck in departmental silos and improve IT department to business communications? Social IT has generated a lot of hype over the last few years but many organizations have been left wondering how to turn the grand theory into practice – in a way that delivers tangible results for the business. People know what social media is; they just don’t know how to transfer... 

UBS harness social to stem email overload

Peter Barnes, Global Head of On-Line Media IT, UBS AG Peter Barnes, Global Head of On-Line Media IT at UBS, shared his experiences of implementing social software at a roundtable hosted by Jive Software this week. Peter is the head of IT responsible for developing and managing all public websites, Social Media networks, Intranet, Video, Communication and Branding technologies for the 150 year old... 

Do you clog your social media channels with useless crap?

True value or ego massage? ’64 % of the people sharing information from others to others did it to get attention, show friendship, show they have inside information, show humour…’ Do you care what you share or clog your social media channels with useless crap? In this article Tobias Nyberg explores why people share at all. Sharing and caring Is there a way to tell if what I’m sharing...