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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... 

Protecting the perimeter: social media asset safety

Social media truths There are several risks associated with social media, but attempting to stop the use of external social media web sites is counterproductive and, in any case, impossible. The IT industry is realising that if it fails to embrace social media and define ways to use it productively, safely and securely then we may lose the opportunity to shape employee behaviour appropriately going... 

Top 25 ITSM Pundits by Klout [August 2012 Update]

ITSM Pundits Leading the Industry The list below contains my view on the key influencers, practitioners and personalities from the ITSM industry ranked by Klout (a measure of online influence) Top 25 ITSM Pundits by Klout Stephen Mann 64 Chris Dancy 63 Jarod Greene 62 Aprill Allen 62 Karren Ferris 61 Patrick Bolger 61 Tristan Boot 61 Brian Hollandsworth 60 Roy Atkinson 60 Rob England 60 William... 

University of Exeter Students Choose Twitter for IT Support

Given the choice, University of Exeter Students Opted to Receive IT Support Updates via Twitter The itSMF held their UK South West & South Wales Regional meeting at the University of Exeter this week. The theme of the day was processes and toolsets with a big emphasis on member interaction and discussion. In a nutshell: A good day. Recommended. Two presentations really stood out for me during... 

GAMIFICATION: Collecting Coins on the Service Desk

Will generations of IT workers weaned on video games in their youth (such as the hugely popular Nintendo Super Mario Bros format) respond to game mechanics in the workplace? Argentinian ITSM software vendor InvGate have announced some ‘Gamification’ features this week. “Gamification is the concept of applying game-design thinking to non-game applications to make them more fun and engaging.”... 

Rapportive – Adding Social Context to Email

The Rapportive Panel within Gmail Strictly speaking, this technology is probably best described as ‘Social CRM’ rather than ‘ITSM’ but it’s a great example of pulling social feeds into a web service. In a nutshell – you get a social summary of the person you are emailing. The more information and context I have about my customer, user, reader, business partner – the better service... 

I'm not saying my opinion is better than yours, but I do have a klout score over 60

Learning to play nicely This article has been contributed by Chris Dancy of ServiceNow. Introduction There are 30 million reasons to care about your Klout, but for now, don’t.  In the future (36-48 months) something like a klout score could determine your position. If your name is not on this list please connect with Martin. The names are an arbitrary list of names of people using twitter who speak... 

IT SmartDesk: When Everyone Can Work in IT Support

I recently spoke with Maff Rigby of ITSM start-up IT SmartDesk. Maff recently presented a session at the itSMF UK conference entitled ‘Social IT – how social media is turning ITSM on its head’. The slides from Maff’s session can be found here. Facebook Meets IT Support In a nutshell, during his itSMF session Maff suggested ways in which Social concepts could be used to our advantage in ITSM.... 

Which ITSM Vendors Engage Online?

I was inspired to compile this list of ITSM Vendors in order of online influence after listening to an edition of the ITSM Weekly Podcast in which James West of ServiceDesk360 discussed his list of ‘influencers’ on PeerIndex. Of all the segments of the IT market that might benefit from social networking and enterprise collaboration – nowhere is it more relevant that ITSM. Click to View Vendors... 

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