Simon Kent, Head of Technical Business Services (EMEA)
Jarod Greene of Gartner did this great webinar the other week on Social IT, and I took away a couple of ideas I’m interested to explore:
- Collaborative IT: Jarod explained that by using Social tools, it’s possible to capture the noise that happens between the cracks of a formalised process. People have informal chats and post/share comments via Social tools, and these chats/comments/threads can actually influence a decision being taken during a process (e.g. whether to approve a change or not).
- The challenge for ITSM software users is that tools without Social Media integration miss this noise…so are these tools only doing part of the job?
- What Social Medium is the appropriate one to use? Is it appropriate that some ITSM tools provide a proprietary Social Media tool within the offering or should ITSM software provide interfaces and integration points to standard Social Media tools currently available?
I guess the answer is whichever is appropriate for the need, but it makes me wonder…is it better to link to a common and known tool or to introduce a new one?
