Social media

7 big worries

The 7 big worries of a modern IT manager, and how collaboration tools hold the answer

Recognising and embracing how social media and social networking is reshaping the way we work and communicate with each other is now essential to business success. So how does the IT department embody these advantages and drive the change within a company and become truly social? If any of the following problems are causing worry […]

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Christmas Shopping

Smartphones deliver merry Christmas for IT-savvy businesses

Smartphones will account for 10 per cent of retail sales this Christmas, generating £3.5 billion according to consultant Deloitte, with over £300 million worth of items purchased directly via handsets.   Consumers are increasingly using mobile devices to research prices and reviews, along with managing shopping lists, and utilising social media channels to reduce duplication […]

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Social block, 360

Restricted social media at work? There’s worse to come

Employees begrudgingly accept online activity during work hours, however Gartner predicts that 60 per cent of organisations will have implemented formal programmes to observe staff’s electronic behaviour on social sites, such as Twitter and Facebook, by 2015. Organisations hope that the capturing and analysing of activity on personal websites will help reduce the risk of critical […]

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SDITS12 review, 360

The joy and pain of SDITS12

Day one of SDITS12 was a watershed moment for the UK ITSM industry, according to James West, with real change evident.  So why was he in professional despair just 24 hours later? I’ve been attending SDITS in its various incarnations for over ten years, long enough to remember the Touchpaper ice rink (yes really) and […]

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SDITS pic

“The service desk is dead, long live the service desk”

That’s the opening bombshell from the ServiceDesk & IT Support show (SDITS) which started today at Earls Court.   Introducing a breakfast briefing based based on the whitepaper: Empowering People on the Move, Tony Probert of Cherwell explained that the traditional IT service desk must become a more dynamic entity driven by business demands.  “If the service […]

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Pat ticket, 360

“How do we keep tickets private on a public forum such as Twitter?”

It’s an understandable fear for service desks: how can we embrace social media but keep our internal IT matters private on public forums?  This question was aired several times during the breakfast briefing at the ServiceDesk & IT Support show (SDITS) and, fortunately for me, I was sat next to an individual who described a […]

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IT smartdesk, 360

Start-ups offered free social IT support platform

IT SmartDesk has announced that its social support platform is now available for free to new-start companies, in a move designed to support small enterprises that cannot justify the expense of a dedicated IT specialist. The platform aims to bring social and community IT support, usually only found within much larger organisations, to new businesses, with […]

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Twitter Pat, 360

Connect with those who share your ITSM problems

ITSM professionals struggling to see value in Twitter are being urged to join the conversation around SDITS (Service Desk & IT Support Show) and see how the online community shares ideas and solves universal problems. Pat Bolger, chief evangelist at Hornbill, understands why some people still consider social media ‘time wasting’ but explains how tools such as […]

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Gartner peer, 360

Community-led support could slash service costs by 50 per cent

Organisations that incorporate peer-to-peer community support could reduce costs to serve by 50 per cent, but will damage relationships with users if they blunder the integration. Research by Gartner has found that support calls handled by the community cost less than five per cent of a service desk agent.  Although estimated savings start at 10 per […]

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desk com, 360

Salesforce.com promises IT support, without an IT department

Businesses can now build an effective, multi-channel, mobile support operation, including social networking, over a single weekend without any IT staff. That’s the bold pledge of Salesforce.com, which has promised to transform how IT support technology is delivered and priced in a same way it redefined CRM software in the late nineties. With licences starting […]

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