Collaboration between infra and Netlog on how IT Service Management solutions should make use of new communication means in supporting good practices. Presentation given at the itSMF conference by Mr Jan-Maarten Willems, March 18, 2010

1. Social networks and (IT)SM

5. Netlog is the online community where young people make friends by building a digital identity, sharing experiences and playing games.

6. “ Netlog is for young people finding new friends, not for old people finding old friends.”

7. The Audience 61M Members 37 Languages

14. The way we provide (IT)SM now is dead

15. Welcome to ITSM 2.0

16. Stop the one-way traffic! Start the INTERACTION

17. Do it ! S.M.A.A is not an excuse !

18. Evolution ITSM solutions through time

19. Innovations entered our world Source: Acando – web 2.0 at work

20. You must learn how to use them Find and Connect with other people Share information and experience with others Share photos with others Communicate quick and informally with others Consume relevant information from sources you trust Share any information you find with others Communicate spontaneously and direct with others Contribute to and use collective intelligence Source: Acando – web 2.0 at work

21. As individuals, many of us are already using these tools to enrich and simplify our lives

22. How can ITSM improve with these simple and social tools?

23. Process-based working relies heavily on collaboration

24. What do we mean with collaboration? Goal Communication Interaction Collaboration Source: Acando – web 2.0 at work

25. Key ingredients successful collaboration Command-and-control Formal Hero-culture Fear of making mistakes Consensus-driven Informal Mentoring-culture Trial-and-error Source: Acando – web 2.0 at work

26. How do we get there?

27. People: Collaborative awareness I interact with others regularly and self-initiated I have ambient awareness I use multiple tools I interact with others when I have time I occasionally update myself I only use e-mail Source: Acando – web 2.0 at work

28. Examples of (IT)SM 2.0

29. BT Professional Services case: Twitter ... As an IT Service Management Tool?!? Yes, It can ! Twitter lead to impressive reductions in critical IT incidents. Found on ITSMwatch.com byJason Druebert

32. The moral of this case Don’t dismiss. Easy to implement. Assist on collaboration and sharing. Your people are already familiar with. It's free. This, I believe, constitutes a win-win-win-win.

33. Yammer.com

34. Let it ring

35. Conclusion

36. The web = people

37. Communities are populated with people

41. Treat them as people

43. “ You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.” Steve Jobs

44. www.netlog.com/go/about/contact Jan Maarten Willems [email_address] Thanks for your attention !