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.
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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
Notas do Editor
- 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