After a decade of working in service management, Matt now is a community ambassador. There are tremendous synergies between the disciplines: Boosting engagement and Adoption are core to both. Also Customer Success and Business Relevancy. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

1. Matt Laurenceau
Community management.
The good, the Bad, and the Ugly

3. We see huge adoption and engagement on
various communities (Linkedin, Twitter,
Facebook, etc.)
• Many ITSM tools do not enjoy great adoption (users go offprocess, or off-tool)
• Many ITSM Projects do not benefit from engagement by users
What can IT Service Management learn from Community Management?

4. Service Management is very close to
Community Management
These hot keywords apply to both:

5. Community Management
Wikipedia Definition
"management of a common resource or
issue by a community through the
collective action of volunteers and
stakeholders"

6. We’re all Community Managers!
We interact, learn, share
collaborate on various
social networks

7. • Many Companies created a Community for Members to
learn from each other
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Apple
BMC Software
Cisco
CA
EMC
HP
NetApp
IBM
SAP
And more!

8. (screenshot)
Examples are
shared online
For the full navigation Experience, go on
http://bit.ly/TFT14_Matt

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10. With thanks to our slides
sponsor, CA Technologies
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