Here’s a video of the presentation I gave on the Social IT Service Desk at the UCISA conference today. Sit back, crack open the popcorn and enjoy!
Jul 112012
Apr 242012
Here are the slides for the presentation entitled “Social IT Support can Compliment your Service Desk” (presented by Maff at the Service Desk and IT Support Show 24th April 2012): Social IT Support can Compliment your Service Desk View more presentations here.
Apr 192012
In a previous post I gave a general overview of Social IT, and over the past 6 months my thoughts around this subject have evolved through various discussions, customer feedback, and the use of hallucinogenic substances (only two of the above statements are actually true). So – you’ve heard of the 7 wonders of the [...]
Mar 052012
Back in December 2011, Atos CEO Thierry Breton announced that internal email would be banned from the company by 2014 – a move that caused a whole lot of speculation and debate within the business world. A huge advocate of using Social Media technologies such as Instant Messaging and Community-based communication, Breton believes that [...]
Jan 102012
I have been chosen to present a talk at this year’s Service Desk & IT Support Show in April which I’m very excited about! I attended the event last year and the talks were very interesting, with some excellent panel debates around the adoption of Social Media and Self-service within IT Service Management. The [...]
Nov 252011
At IT SmartDesk we’re constantly striving to help our customers engage with Social Media within their daily work and exploit the benefits it can bring. As part of our ongoing commitment in this area we’d really like to take the pulse of how companies are adopting Social Media techniques. Please help us do this by [...]
Nov 152011
There’s lots of talk about Social IT, and like ‘cloud’ or ‘SaaS’ before it, the term itself is in danger of becoming confused, misunderstood, and misused! That would be a great shame, because I believe Social IT is transforming how we work in ways we never imagined possible only a few years ago! So [...]
Nov 092011
Here are the slides from the session I presented yesterday at the itSMF UK conference. During this presentation I looked at the concepts that have emerged through Social Media over the past 15 years, and how we can apply these to improve IT Service Management. How Social Media is turning IT Service Management on [...]
Oct 282011
I spent an interesting hour talking with Barclay Rae at the beginning of October about IT Service Management, and in particular how Social Media is impacting current practises and toolsets. Barclay is a really nice guy, and a very experienced ITSM consultant (check out www.barclayrae.com for more info). Here’s some of the highlights of our interview: [...]
Oct 112011
The Bermuda Triangle of Social Media is a treacherous ocean for businesses large and small. It is defined by the three cornerstones of i. external use of Social Media (for connecting with your customers), ii. internal Social Media policy (can or can’t you access Facebook in work?), and iii. internal use of Social Media [...]