collaborative support models for internal and external it teams - itsmf fusion 12 #smfusion12
DESCRIPTION
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 [email protected], +1-303- 872-0786, or by texting "chrisdancy" to 50500.TRANSCRIPT
- 1. Breakfast Briefing12Collaborative Support Models Internal and External IT Teams
2. @servicesphere #SMFusion12Agenda Overview Market Shift Skills Tools - Consumer, Enterprise, Youprise (BYOY) Metrics 3. @servicesphere#SMFusion12Collaboration and SupportOVERVIEW 4. @servicesphere#SMFusion12 Collaboration NetworkSupportCommunity TRUST 5. @servicesphere#SMFusion12Collaboration and SupportMARKET SHIFT 6. @servicesphere#SMFusion12 Gartners Ideas Social Mobile Value 7. @servicesphere #SMFusion12 8. @servicesphere#SMFusion12 Collaboration & Support DevicesApplications Data / Metrics Mobile Phones Social Data Traffic TabletsNetwork Location Internet of Things Apps Pattern Quantified Self Location Recognition SensorsBased Apps Sentiment Medical Biological 9. @servicesphere #SMFusion12SupportSupport 2003Support 2013 Authenticity Metrics Collaborative Methods Experiential Frameworks Instant / Trusted Answers Alternatives Tools Hyper Local Incidents / Problems Praise & Feedback Permissions 10. @servicesphere#SMFusion12Collaboration and SupportSKILLS 11. @servicesphere#SMFusion12 SkillsKnowledge Work 2003 Knowledge Work 20131.Email 1.Work Narration2.Survey2.Experience Mapping3.Software Based3.Channel Based4.Document Based4.Link Based5.Network Player5.Team Player6.Knowledge Locker6.File Retrieval7.Context7.Relevance 8.Trust / Authenticity8.Soft Skills EQ9.Personal Sourcing / Mall9.Out Sourcing / In SourcingSourcing10. Tasks 10. Micro-Tasks 12. @servicesphere #SMFusion12 SkillsCommunityIT SupportManagementCustomerSupport Enterprise CollaborationVia Oscar Berg @oscarberg 13. @servicesphere #SMFusion12SkillsVia Oscar Berg @oscarbergVia Oscar Berg @oscarberg 14. @servicesphere#SMFusion12Collaboration and SupportTOOLS - CONSUMER 15. @servicesphere#SMFusion12 Consumer Collaboration 16. @servicesphere#SMFusion12Collaboration and SupportTOOLS - ENTERPRISE 17. @servicesphere#SMFusion12 2003 18. @servicesphere#SMFusion12 2013 19. @servicesphere #SMFusion12 2003-2013 20. @servicesphere #SMFusion12Collaboration Requirements Profiles Streams Open Self Service (OSS) Comments Mobility (Not MOBILE) Location(Contextual) 21. @servicesphere #SMFusion12 In action 22. @servicesphere #SMFusion122013 &BeyondLocationContext Location based Knowledge Who are you With Tips/Tricks/FAQs based on Where are those peoplegeofencing. tomorrow (yesterday) Photos of common objects What projects are youpeople might be looking for working on.specific areas. What time is it? What did you eat? Who is your Mother? 23. @servicesphere#SMFusion12Collaboration and SupportTOOLS / SKILLS - YOUPRISE 24. @servicesphere #SMFusion12 For You For Robots For Others 25. @servicesphere #SMFusion12 Create Read / SaveSend / Share2003Retrieve /Read / SaveShare 26. @servicesphere#SMFusion12EMAIL TRUST Link Retrieve Offline2013Locker /Consume / Metric Share 27. @servicesphere#SMFusion12TrustedSource Engines Knowledge Lockers Trusted Source 28. @servicesphere#SMFusion12Collaboration and SupportMETRICS 29. @servicesphere #SMFusion12 MetricsMetrics 2003 Metrics 20131. Annual Review 1. Real Time & Mobile2. Resolution Management 2. Opportunity Management3. Projects on Time / Budget 3. Ideas on Innovation /4. Date, Time, Volume based Creativity5. Peer Feedback 4. Value based6. Knowledge Recorded5. Sentiment Analysis7. Leadership6. Knowledge Shared 7. Amplification 30. #HDIPhilly @servicesphere http://bit.ly/leadit @servicesphere Metrics #SMFusion12 31. @servicesphere#SMFusion12 MetricsCommunal Saba Personal 32. CHRIS [email protected] chrisdancy 50500 or Twitter @servicesphere