1. Social Media & IT Support
January 31, 2011
Chris Dancy
Director of Digital Engagement
Pink Elephant
Pink Elephant – Leading The Way In IT Management Best Practices

2. Welcome & Agenda
 Support Today
 New Traditional
 Hybrid
 Enterprise.Next
(Social IT)
 Exploratory
 Resources
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3. Support Today
A Journey
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4. Support Today – History
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

5. Support Today – Sharing
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ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 5

6. Support Today – Escaping Knowledge
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6

7. Support Today – Analyst
*Forrester Research
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

8. New Traditional
It’s old already…
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9. New Traditional – Twitter
 Which
 Twitter – Profile
 When
 Promote Information Awareness
 Upcoming Outages, Changes & Information
 Simple Q&A
 Text Messages from the DESK
 Outsource Level 1 Support (INTERNALLY)
 How
 Password Protect your updates
 Share access to the page so that key people can post updates
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

10. New Traditional – Twitter
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

11. New Traditional – Facebook
 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)
 Like button for Knowledgebase
 How
 Curtain Sensitive Information
 Events to Calendar for Support Changes
 FAQ s
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

12. New Traditional – Facebook
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

13. New Traditional – Linkedin
 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.
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

14. New Traditional – LinkedIn
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

15. New Traditional – YouTube
 Which
 YouTube
 When
 You have an image problem
 Closed Incidents
 How
 Flip Cam
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

16. New Traditional – YouTube
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

17. Hybrid
Tools bridging Social IT and the Enterprise
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18. Hybrid
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

19. Hybrid
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 19

20. Hybrid
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 20

21. Enteprise.Next
Today’s Generation of Tools
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22. Enterprise.Next
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 22

23. Enterprise.Next
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 23

24. Enterprise.Next
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 24

25. Exploratory
Trends in Social IT Support
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26. Exploratory – Facebook
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 26

27. Exploratory – Location
• Orientation
• Recognition
• Near Field
Communication
• IPS (Internal
Positioning Systems
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

28. Exploratory – The Help Desk
 Gmail Labels
 Calendar
 Google Reader
 Google Voice Transcription
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

29. Exploratory – The Help Desk
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 29

30. Exploratory – Theophany
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

31. Resources
More with less
Pink Elephant – Leading The Way In IT Management Best Practices 31

32. Resources
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

33. Resources
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 33

34. Future
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

35. Special Thanks
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 35

36. Questions?
Chris Dancy
c.dancy@pinkelephant.com
http://servicesphere.com/blog
http://twitter.com/servicesphere
Thank You
PINK ELEPHANT
www.pinkelephant.com
Social Media & IT Support © Pink Elephant, 2011. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 36