ITIL has so many great places to start and borrow from. In a world where IT quickly evaporating to the cloud it is important to become service brokers. What is a service broker and how does that change the role of the IT organization? When you “prosumers” can order a book on their Kindle anywhere anytime, it is important to make sure your services are that easy to obtain! --------------- 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.

1. ITSM and Social Media HDI Western Regional Tour Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento

2. Agenda Introduction – Who Do You Think You Are The Way We Were – Support Evolution Who Let The Dogs Out – Transparency People Are Talking – Tools for Sharing Shhhh – Tools for Listening More with Zero – Resources Future Leaders - Alignment

3. Who Do You Think You Are? Started as a Help Desk Tier One 1990 Moved to Help Desk Manager FrontRange HEAT & ITSM Consultant Integrations Product Manager for Service Desk & Desktop Management Tool Business Development / Thought Leadership Touchpaper Founder ServiceSphere

4. ServiceSphere Invoke the IT support customer experience to embrace the social support journey.

5. Zendesk Founded 1997 Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience. SaaS, Customization, and Quick To Start Using “Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau Not Your Traditional Vendor, but a Community! One More Thing….

6. HootSuite Founded 2008 Social Dashboard Scheduling, Team and Stats! Integration into zendesk!!!! One window to your support discussion. One More Thing

7. Disclaimer There are no pioneers on this topic There are no leaders on this topic There is no evidence to support this topic Social Media vs. Social Networking There will be some FUD My writing is horrible @ServiceSphere #HDIOC

8. Q&A

9. WARNING Examples shown are REAL TIME Some may not be suitable for “professional audiences”

10. If If you don’t own your IT image, someone else will.

11. DEFINED

12. Social Networking Defined It’s about getting information faster It’s about getting information targeted for YOU It’s about connecting to “People” It’s about on-demand overload It’s about “feeling” connected It’s about tuning out, so you can tune in It’s about Ego It’s about TIME

13. The Way We Were

14. The Way We Were Generational Shift In Information

15. The Way We Were These Are Not The Droids You are Looking For IT PROsumerism Today's IT Consumers come to the organization with ready knowledge of: WiFi Computers Cloud Computing Networking Software In 1990, 1995, 2000 and 2005 this was not the case.

16. Education vs Instruction

17. Who Let The Dogs Out Having “The Talk” Management – Mom & Dad Education Abstinence vs Protection Employees – Sis & Bro Rules Safety Customers – The Neighbors Kids Trust but monitor

18. Who Let The Dogs OutWhy Policy? Social networks are an important part of our lives There is MANY benefit to social networking use at work This presentation describes what is and is not acceptable

19. Who Let The Dogs OutDo A POLICY NOW Remember to stay positive Contribute value to online conversations Be honest about your relationship to the company Report any negative comments about the company to {insert name} If you are unsure about whether or not a post, comment, or photo is acceptable, consult your manager

20. Talking

21. People Are Talking – Talk Back Which: Twitter - Profile When Promote Information Awareness Upcoming Outages, Changes & Information Simple Q&A Outsource Level 1 Support (INTERNALLY) How Password Protect your updates Share access to the page so that key people can post updates

22. Live Demo Service Desks On Twitter? Yep!

23. People Are Talking – Talk Back Which: Facebook – Fan Pages When Collaboration between the Service Desk Members Real People at the Service Desk Updates from the Service Desk in Customers “Wall” ITSM Events (Calendar) How Curtain Sensitive Information Events to Calendar for Support Changes FAQ’s

24. Live Demo Service Desks On Facebook? Yep!

25. WAIT…..

26. People Are Talking – Talk Back Which: LinkedIn– Your Profile, Groups and Answers When Promote yourself, promote your company Network in Groups to get information about events and best practices Use Answers, to ask, but more importantly to ANSWER Staff Augmentation Events How Never post or answer a question with sensitive information.

27. Live Demo Service Desks On LinkedIn? Yep!

28. People Are Talking – Talk Back Which: YouTube– When You have an image problem Closed Incidents How Flip Cam

29. Live Demo Service Desks On YouTube? Yep!

30. Listening

31. Listening For Support Google Alerts 101 Org Name Org Name and “X Desk” Nicknames for Org Use “” marks Remember to Check REAL TIME searches or setup feed from Google

32. Listening For Support The Good News & The Bad News Good News Talk and Listen with ONE tool Bad News Listen for Tweets, No Facebook, MySpace, LinkedIn

33. More With Zero

34. More With Zero Resources By Creating A Policy You can Leverage Usage Create CZAR of Help Desk Communications (Rotating) Support and Promote 24/7, After Hours Czar Use Software (ATG or Something Special)

35. More With Zero HootSuite Professional Social Dashboard SeesMic Look Web, Desktop, Mobile Pros/Cons TweetDeck Desktop, Mobile Pros/Cons

36. More With Zero

39. Future Leaders Alignment Create your future by inventing it. If Sales Does It…. Business Marketing is Struggling, lead the way. The 1st and maybe last time you agree

40. Conclusion It’s a generational shift in communication, be prepared. With or Without Business, Employees will Communicate Create a Social Media Policy TODAY Unlike other trends, this one is powered by individuals, not groups. Do research, check for organization like yours on Social Media Look at other organizations Social Media Policies Check with your IT Policy Department

41. Good Read A Decade Old, and as new as tomorrow! Thanks JC

42. Thank YOU For more information info@servicesphere.com