Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Social Collaboration Specific to IT

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In this episode, Matt Neigh turns the tables on Phil Gerbyshak and initiates the conversation about social collaboration specifically to the IT department.

Some items they discussed include:

  • Does the fact that you have a specialty (a subject matter expert) change your game and make customers push back?
  • How does social collaboration change the support game?
  • How can you, if at all, socially collaborate with external customers?

Pay special attention to this: Phil also made some statements that scared Matt—and might scare you—about the near elimination of Tier 0 and Tier 1 incidents.

27 minute video: Social Collaboration Specific to IT Watch the video embedded above, or if you can’t see it, visit social collaboration specific to IT on YouTube.

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