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.
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
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
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