Posts tagged social media

ITSM Social Media awareness

addThisMost of us already have a profile at Facebook, LinkedIn, Twitter, Google, WordPress, etc. and if you don’t… you will problably have one in a near future.

Social is the word of the day, network is hype and connecting people is no longer a Nokia exclusive. Today we use these networks to find old friends, a new jobs and to do business.

On his post How to Extend Your Customer Experience Through Social Media Peter Merholz – founding partner and president of Adaptive Path – raises the question: “how can businesses meaningfully embrace social media” and suggest helpful guidelines to improve the customer experience.

If businesses are to embrace social media, shouldn’t IT Service Management be embracing it as well?

This post will be addressing this question.

ITSM should be looking at social media in order to achieve:

  • IT process agilization
  • Business – IT communication

Communication is challenge to many organizations. If inter-department communications is not always as good as one would expect, to get IT people and business people to understand each other is something that one is lucky to get few times in a life time. This issue is especially important when we talk about IT/Business alignment or integration has Ann All well stated in her post IT/Business Misalignment: What We Have Here is Failure to Communicate.

Social networks provide common base transversal to ages, social classes, cultures and backgrounds. They can easily get people together around common interests and provide background on others projects, activities and difficulties, in this matter social media canpotentiallyprovide tools to agile Business – IT communication.

Another subject of matter regarding social media technologies as facebook and twitter, is the idea of collecting information in opposition to distributing information, Anthony Bradley in “Why Don’t People Get Twitter?“.

You follow what you want and not what is pushed to you.

Organizations tend to segregate information and restrict or allow access according to roles and hierarchy. Wile creating distribution lists, shared network folders, etc. organizations provide tool for collaborative work, most fail to implement a successful collaborative platform. Good examples can be found in companies that encourage people to publish articles about their subjects of expertise, but even in this cases, the receiver is always pushed the information and most importantly is not always the key receiver.


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