This is my slidedeck from the networking evening at BCS on the 18th Feb 2014 (http://www.bcs.org/content/ConWebDoc/52080) The discussion was focussed on using social media in ITSM - both for ITSM folks to develop their networks and careers and for communications internally.

1. Social ITSM
BY MARTIN THOMPSON
Benefits of Social Media for ITSM
Professionals

2. Agenda
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About The ITSM Review / ITAM Review
Life online - How to respond?
Social ITSM – What’s in it for me?
What works?
– Content
– Behavior
• ITSM Futures
• Q&A
The ITSM Review

3. About Us
ITAM REVIEW
45K
• Started November 2008
• SAM, ITAM and Software Licensing
30K
ITSM REVIEW
• Started August 2011
• ITSM Professionals
ITSM
REVIEW
The ITSM Review
ITAM
REVIEW

4. About The ITSM Review
Saturday 15th February
The ITSM Review
Largest audiences in USA (29%), UK (17%) and India (10%)
100% organic: roughly 50% social, 50% search traffic

5. What data should we collect to manage Adobe
Licensing?
How should
we respond?
The ITSM Review

6. How to respond?
1.
2.
3.
4.
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6.
Consume
Interact
Curate
Create
Network
Nothing
The ITSM Review

7. •
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Content building
Curiosity
Request
What do you need help with?
Request
Repeat
Source
•
Share
The ITSM Review
Publish
Think Dewey

8. Q. What you get out of using social
media, personally, to help with your
ITSM career?
Many thanks to…
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The ITSM Review
Aale Roos
Andrea Kis
Aprill Allen
Chris Evans
Greg Bayliss Hall
Ian Connelly
Ivor Macfarlane
James Finister
Lana Yakimoff
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Peter Brooks
Rebecca Beach
Richard Horton
Rod Weir
Simone Jo Moore
Sophie Danby
Stephen Mann
Stuart Rance
Suresh GP

9. Global digital ITSM chapter
One Back2ITSM Question:
14 days, 17 unique contributors, 50 comments, 97 likes, 6 countries, 14 cities
The ITSM Review

10. Why Social?
What you get out of using social media, personally, to help with your ITSM
career?
38%
Make friends, connections and meet interesting people
16%
Knowledge Sharing
14%
Business Generation and Career Opportunities
14%
Connecting around industry events
11%
Connectedness / Isolation
8%
Collaboration (bounce ideas, stimulate thoughts)
The ITSM Review

11. New Business & Careers
“I don't think I would have been able to become an independent ITSM consultant without social media. Not only did the
discussions on various platforms give me the confidence to go for it, but almost every single piece of work that I have been
offered has come via someone I interact with on social media. I have no idea how consultants used to find work in ’the old days’ “
Stuart Rance
“LinkedIn group was how I came to submit my winning white paper to the itSMF competition. Then I met people face to face at
conference. Then I connected with them (you) all on twitter. I WOULD NOT BE HERE TODAY if it weren't for social media. I
would be writing copy for peanuts, I guess.” Aprill Allen
“All the work I've had since "going solo" has come via Twitter, no proper interviews, no sending off my CV etc. Social enables
you to create a "brand" for yourself, which is worth its weight in gold these days.” Sophie Danby
“It has opened up a wider pool of potential employees, and allowed us to evaluate aspects of their capabilities that perhaps
aren't evident from a CV, or even a typical interview.” James Finister
“Blogs have been helpful to my career. They raised my profile. They got me presentations and webinar-type work with vendors.
They were also my personal storefront. But my real social career move has to be to ServiceNow. I replied to a vacancy tweet.
Two thirty minute phone calls later, with my now boss and his boss, I had a new job.“ Stephen Mann
The ITSM Review

12. Supporting Events
“It really has been instrumental in me connecting with people I never would have had the chance to meet before or if I had been in
the vicinity been far too intimidated to approach them. Getting that initial hello over and done with in Twitter etc. makes
everyone far more human.” Rebecca Beach
“I have been thrilled with the power of social media to get connected with some fascinating minds across globe and opportunity to
learn, experience and contribute to the community at large. I now have a couple of dozen people that are looking forward to
meet me first time in reality at SITS14 and this would not been possible without the power of the great channel.” Suresh GP
Connecting
“For me it is the new water-cooler or coffee bar now that people don't work physically close. After a few years of missing the
meaningful and meaningless, work and non-work conversations around the work team, social media has restored it. As
Stuart says it gives access to people, and then all the old benefits of that are restored. In summary - it is technology giving me
back what technology had taken away.” Ivor Macfarlane
“I've found it very valuable in keeping up with what people are thinking and writing. There have been all sorts of helpful links to
good articles, and I ended up quoting from Facebook in my assessments for my OU PGC. As many have said it's also a good
way of meeting and interacting with others in this space (or building links with people you have met at events).” Richard Horton
The ITSM Review

13. What content works?
ITSM Content is NOT tomorrow’s chip paper
– How to / Real life
– Look up / Reference
– Real life exposed to frameworks
The ITSM Review

14. Content Longevity
HP DDMI Review
7 Benefits of KEDB
Oracle Licensing
The ITSM Review

15. What works? behaviour
• Assume all online
interactions are
permanent
• Let your expertise do the
talking
• Authenticity, Transparenc
y & Humility
The ITSM Review

16. Social ITSM Futures
“ From time to time there has been quite important discussions which have led to better understanding
of ITSM issues. I think the ITSM framework of the future is being written on these various forums.”
Aale Roos
The ITSM Review

17. OUR CONTACT DETAILS
ADDRESS:
Swindon, Wiltshire
WEBSITE:
www.theitsmreview.com
www.itassetmanagement.net
EMAIL:
TELEPHONE:
Martin.Thompson@itassetmanagement.net
+44 (0) 845 130 3166
@itsmreview
@itamreview
@hotroh
The ITSM Review