Collaborative Support Models for Internal and External IT Teams - itSMF Fusion 12 #SMFusion12

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Collaborative Support Models for Internal and External IT Teams itSMF USA - Service Management Fusion 2012 Tuesday, October 30 at 7:30 AM Dallas, Texas #SMFusion12 Knowledge-based support communities are rapidly moving to models that are not easily defined or measured. The line between traditional incident management and external support has been blurred to the point where the marketing, support, and infrastructure teams act as one department. Explore the different models of support being used by global organizations today. ------------ For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis. MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/ Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

Technologie

Breakfast Briefing12
Collaborative Support Models –
Internal and External IT Teams

@servicesphere #SMFusion12

Agenda
• Overview
• Market Shift
• Skills
• Tools - Consumer, Enterprise, Youprise (BYOY)
• Metrics

@servicesphere #SMFusion12

Collaboration and Support

OVERVIEW

@servicesphere #SMFusion12

Collaboration Network

Support Community

TRUST

@servicesphere #SMFusion12

Collaboration and Support

MARKET SHIFT

@servicesphere #SMFusion12

Gartner’s Ideas
• Social
• Mobile
• Value

@servicesphere #SMFusion12

Collaboration & Support
Devices Applications Data / Metrics
• Mobile Phones • Social • Data Traffic
• Tablets Network • Location
• Internet of Things Apps • Pattern
• Quantified Self • Location Recognition
Sensors Based Apps • Sentiment
• Medical • Biological

@servicesphere #SMFusion12

Support
Support 2003 Support 2013
• Authenticity • Metrics
• Collaborative • Methods
• Experiential • Frameworks
• Instant / Trusted • Answers
• Alternatives • Tools
• Hyper Local • Incidents / Problems
• Praise & Feedback • Permissions

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Collaboration and Support

SKILLS

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Skills
Knowledge Work 2003 Knowledge Work 2013
1. Email 1. Work Narration
2. Survey 2. Experience Mapping
3. Software Based 3. Channel Based
4. Document Based 4. Link Based
5. Network Player
5. Team Player
6. Knowledge Locker
6. File Retrieval
7. Context
7. Relevance 8. Trust / Authenticity
8. Soft Skills EQ 9. Personal Sourcing / Mall
9. Out Sourcing / In Sourcing Sourcing
10. Tasks 10. Micro-Tasks

@servicesphere #SMFusion12

Skills
Community IT
Support
Management

Customer
Support

Enterprise
Collaboration

Via Oscar Berg @oscarberg

@servicesphere #SMFusion12

Skills
Via Oscar Berg @oscarberg

Via Oscar Berg @oscarberg

@servicesphere #SMFusion12

Collaboration and Support

TOOLS - CONSUMER

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Consumer Collaboration

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Collaboration and Support

TOOLS - ENTERPRISE

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Collaboration Requirements
• Profiles
• Streams
• Open Self Service (OSS)
• Comments
• Mobility (Not MOBILE)
• Location(Contextual)

@servicesphere #SMFusion12

2013 &Beyond
Location Context
• Location based Knowledge • Who are you With
• Tips/Tricks/FAQ’s based on • Where are those people
geofencing. tomorrow (yesterday)
• Photos of common objects • What projects are you
people might be looking for working on.
specific areas. • What time is it?
• What did you eat?
• Who is your Mother?

@servicesphere #SMFusion12

Collaboration and Support

TOOLS / SKILLS - YOUPRISE

@servicesphere #SMFusion12

For You For Robots For Others

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Create

Read / Save Send / Share
2003

Retrieve /
Read / Save
Share

@servicesphere #SMFusion12

EMAIL

TRUST
Link

Retrieve Offline
2013

Locker / Consume /
Metric Share

@servicesphere #SMFusion12

Trusted Source Engines Knowledge Lockers Trusted Source

@servicesphere #SMFusion12

Collaboration and Support

METRICS

@servicesphere #SMFusion12

Metrics
Metrics 2003 Metrics 2013
1. Annual Review 1. Real Time & Mobile
2. Resolution Management 2. Opportunity Management
3. Projects on Time / Budget 3. Ideas on Innovation /
4. Date, Time, Volume based Creativity
5. Peer Feedback 4. Value based
6. Knowledge Recorded 5. Sentiment Analysis
7. Leadership 6. Knowledge Shared
7. Amplification

#HDIPhilly @servicesphere http://bit.ly/leadit @servicesphere

Metrics
#SMFusion12

@servicesphere #SMFusion12

Metrics
Communal

Saba

Personal

CHRIS DANCY
chris.dancy@servicesphere.com

Text “chrisdancy” 50500 or Twitter @servicesphere

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Collaborative Support Models for Internal and External IT Teams - itSMF Fusion 12 #SMFusion12

1. Breakfast Briefing12 Collaborative Support Models – Internal and External IT Teams

2. @servicesphere #SMFusion12 Agenda • Overview • Market Shift • Skills • Tools - Consumer, Enterprise, Youprise (BYOY) • Metrics

3. @servicesphere #SMFusion12 Collaboration and Support OVERVIEW

4. @servicesphere #SMFusion12 Collaboration Network Support Community TRUST

5. @servicesphere #SMFusion12 Collaboration and Support MARKET SHIFT

6. @servicesphere #SMFusion12 Gartner’s Ideas • Social • Mobile • Value

7. @servicesphere #SMFusion12

8. @servicesphere #SMFusion12 Collaboration & Support Devices Applications Data / Metrics • Mobile Phones • Social • Data Traffic • Tablets Network • Location • Internet of Things Apps • Pattern • Quantified Self • Location Recognition Sensors Based Apps • Sentiment • Medical • Biological

9. @servicesphere #SMFusion12 Support Support 2003 Support 2013 • Authenticity • Metrics • Collaborative • Methods • Experiential • Frameworks • Instant / Trusted • Answers • Alternatives • Tools • Hyper Local • Incidents / Problems • Praise & Feedback • Permissions

10. @servicesphere #SMFusion12 Collaboration and Support SKILLS

11. @servicesphere #SMFusion12 Skills Knowledge Work 2003 Knowledge Work 2013 1. Email 1. Work Narration 2. Survey 2. Experience Mapping 3. Software Based 3. Channel Based 4. Document Based 4. Link Based 5. Network Player 5. Team Player 6. Knowledge Locker 6. File Retrieval 7. Context 7. Relevance 8. Trust / Authenticity 8. Soft Skills EQ 9. Personal Sourcing / Mall 9. Out Sourcing / In Sourcing Sourcing 10. Tasks 10. Micro-Tasks

12. @servicesphere #SMFusion12 Skills Community IT Support Management Customer Support Enterprise Collaboration Via Oscar Berg @oscarberg

13. @servicesphere #SMFusion12 Skills Via Oscar Berg @oscarberg Via Oscar Berg @oscarberg

14. @servicesphere #SMFusion12 Collaboration and Support TOOLS - CONSUMER

15. @servicesphere #SMFusion12 Consumer Collaboration

16. @servicesphere #SMFusion12 Collaboration and Support TOOLS - ENTERPRISE

17. @servicesphere #SMFusion12 2003

18. @servicesphere #SMFusion12 2013

19. @servicesphere #SMFusion12 2003-2013

20. @servicesphere #SMFusion12 Collaboration Requirements • Profiles • Streams • Open Self Service (OSS) • Comments • Mobility (Not MOBILE) • Location(Contextual)

21. @servicesphere #SMFusion12 In action

22. @servicesphere #SMFusion12 2013 &Beyond Location Context • Location based Knowledge • Who are you With • Tips/Tricks/FAQ’s based on • Where are those people geofencing. tomorrow (yesterday) • Photos of common objects • What projects are you people might be looking for working on. specific areas. • What time is it? • What did you eat? • Who is your Mother?

23. @servicesphere #SMFusion12 Collaboration and Support TOOLS / SKILLS - YOUPRISE

24. @servicesphere #SMFusion12 For You For Robots For Others

25. @servicesphere #SMFusion12 Create Read / Save Send / Share 2003 Retrieve / Read / Save Share

26. @servicesphere #SMFusion12 EMAIL TRUST Link Retrieve Offline 2013 Locker / Consume / Metric Share

27. @servicesphere #SMFusion12 Trusted Source Engines Knowledge Lockers Trusted Source

28. @servicesphere #SMFusion12 Collaboration and Support METRICS

29. @servicesphere #SMFusion12 Metrics Metrics 2003 Metrics 2013 1. Annual Review 1. Real Time & Mobile 2. Resolution Management 2. Opportunity Management 3. Projects on Time / Budget 3. Ideas on Innovation / 4. Date, Time, Volume based Creativity 5. Peer Feedback 4. Value based 6. Knowledge Recorded 5. Sentiment Analysis 7. Leadership 6. Knowledge Shared 7. Amplification

30. #HDIPhilly @servicesphere http://bit.ly/leadit @servicesphere Metrics #SMFusion12

31. @servicesphere #SMFusion12 Metrics Communal Saba Personal

32. CHRIS DANCY chris.dancy@servicesphere.com Text “chrisdancy” 50500 or Twitter @servicesphere

Hinweis der Redaktion

Support has left IT Management
Links, Not FilesLockers, Not File SystemsDevices, Not FoldersEMAIL is a router for information, not an information store
What you share and how it is consumed determines has become a determining factor in a knowledge economy.LEFT (CONSUMER):KloutKredPeer IndexRIGHT (ENTERPRISE)1. RyppleChatterSABA{EXPLAIN PHOTOS}
WHAT THE PURPOSE OF THE SLIDE:textWHAT'S ON THE SLIDE:textTAKE AWAY / QUESTIONS TO ASK YOURSELF ABOUT THE SLIDE?text

Collaborative Support Models for Internal and External IT Teams - itSMF Fusion 12 #SMFusion12

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Collaborative Support Models for Internal and External IT Teams - itSMF Fusion 12 #SMFusion12

Hinweis der Redaktion