2. HDI Capital Area
www.hdicapitalarea.com
hdi it l
• Upcoming Meetings
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– November 20th – How to be a Networking
Superhero Workshop with Phil Gerbyshak
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Luncheon at Maggiano s in Tysons Corner
Luncheon at Maggiano’s in Tysons Corner
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• Diamond – The MIL
Corporation
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• Platinum
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•
Gold
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Sponsor)
p
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•
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•
Bronze
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•
Web/Event
–
–
–
–
–
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Itinvolve
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StrataCom
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Artisys
5. HDI Awards – Call for Submissions
• Each year HDI awards the highest honors in
Each year, HDI awards the highest honors in
the IT service and technical support industry
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These awards recognize support professionals
at all levels and as individuals, teams, and
organizations
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nominate someone by going to:
i
b
i
www.ThinkHDI.com/Membership/Awards
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– Company
– A paragraph describing the individuals achievements (why
A paragraph describing the individuals achievements (why
you are nominating them)
– Manager's name and contact information
g
– Nominating Managers and Analysts will be our guests at
the December 6th Awards Luncheon at Maggiano’s
7. AOY/DST – Call for Submissions
• Call for Submissions is OPEN
• Email the following information (by Oct 28th) to
awards@hdicapitalarea.com
• Help Desk Analyst and/or Desktop Technician's Name
– Company
– A paragraph describing the individuals achievements (why
A paragraph describing the individuals achievements (why
you are nominating them)
– Manager's name and contact information
g
– Nominating Managers and Analysts will be our guests at
the December 6th Awards Luncheon at Maggiano’s
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• E il
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or by calling 800.248.5667
12. What
Is
Social
IT
and
Is
It
Really
Worth
It?
Ma6
Selheimer
13. “The
primary
and
crucial
difference
between
human
cogni@on
and
that
of
other
animal
species…is
the
ability
to
collaborate
for
the
purpose
of
achieving
shared
goals
and
inten@ons.”
-‐
Edward
O.
Wilson
2
15. “Man
is
by
nature
a
social
animal…anyone
who
either
cannot
lead
the
common
life
or
is
so
self-‐sufficient
as
not
to
need
to,
is
either
a
beast
or
a
god.”
-‐
Aristotle
4
19. “Imagine
a
world
in
which
every
single
person
on
the
planet
is
given
free
access
to
the
sum
of
all
human
knowledge.
That’s
what
we’re
doing.”
-‐
Jimmy
Wales
8
21. IT
is
Social
Quick
Quiz
§ Par@cipated
in
an
email
exchange
since
you’ve
been
here?
§ Par@cipated
in
a
conference
call
in
the
last
24
hours?
§ Par@cipated
in
a
group
face-‐to-‐
face
mee@ng
in
the
last
24
hours?
§ Posted
or
downloaded
a
document
from
a
shared
directory
or
sharepoint
site
in
the
last
24
hours?
10
23. “People
take
issue
with
individual
aspects
of
Wikipedia
all
the
@me.
But
it’s
kind
of
hard
to
hate
the
general
idea
of
a
free
encyclopedia.
It’s
like
ha@ng
ki6ens.”
-‐
Jimmy
Wales
12
24. Dealing
with
Modern
IT
Complexity
“In
talking
with
Gartner
clients
who
have
fast-‐growing
and/or
complex
environments,
we
see
that
it
is
becoming
impossible
for
any
person
or
group
to
completely
understand
how
everything
integrates
together.”
“Approximately
80%
of
mean
<me
to
restore
service
(MTRS)
is
spent
trying
to
answer
the
ques<on
of
what
changed.”
G.
Spafford,
”A
Two-‐pronged
Strategy
for
Stabilizing
IT
Services”,
27
February
2012
17
October
2013
13
25. People
Technology
17
October
2013
Process
is
cri@cal
…but
it’s
not
enough.
Process
14
27. What
should
it
contain?
5%
• Explicit
Knowledge
§
§
§
§
§
•
Tacit
Knowledge
§
§
§
§
95%
Data
Informa@on
Documents
Records
Files
Experience
Thinking
Competence
Understanding
Combining
these
forms
of
knowledge
through
interac<on
of
human
beings
creates
new
knowledge
and
ability
to
take
informed
ac<ons
16
28. What
is
Social
IT
Collabora@on?
“Social
IT
Management
(ITM)
involves
the
use
of
social
collabora@on
processes
and
tools
in
support
of
infrastructure
and
opera@ons
(I&O)
objec@ves.”
17
October
2013
17
29. What
is
Social
IT
Collabora@on?
“Common
social
ITM
use
cases
include
the
use
of
social
communi@es
to
foster
peer-‐
to-‐peer
(P2P)
IT
service
support,
be6er
capturing
of
out-‐of-‐band
collabora@on
among
IT
staff
members
and
the
use
of
social
media
to
promote
the
value
of
the
IT
organiza@on
to
the
business.
The
unstructured
processes
or
ac@vi@es
that
occur
in
many
IT
opera@ons
organiza@ons
represent
a
poten<ally
rich
repository
of
organiza<onal
knowledge
that
has
been
difficult
to
collect
using
tradi@onal
ITSM
products.
This
capability
will
become
increasingly
important
in
the
emerging
DevOps
arena,
as
development
and
opera@ons
begin
to
work
more
closely
to
coordinate
planning
and
build,
test
and
release
ac@vi@es.”
17
October
2013
18
30. What
is
Social
IT
Collabora@on?
Type
I
Type
II
• Between
IT
and
users
(e.g.
feeds,
chat)
• Use
cases:
incidents,
requests,
self
•
support
Value
=
@me
to
resolve,
customer
sat,
support
efficiency
17
October
2013
• Within
IT
• Use
cases:
knowledge
capture
/
sharing,
•
changes,
releases,
incidents,
problems,
compliance,
DR/BC,
Value
=
business
agility,
lower
risk,
resiliency,
and
much
more…
ITinvolve
Confiden@al
19
31. § Easily
federate
or
import
exis@ng
informa@on
§ Follow
what
you
care
about
and
validate
informa@on
through
peer
review
§ Organize
it
in
the
context
of
what
IT
manages
–
so
it’s
easy
to
find
and
use
§ Capture
“tribal
knowledge”
as
part
of
daily
work
and
collabora@ons
with
others
20
32. § Access
prior
experience
in
the
context
of
the
issue
you
are
working
on
§ Leverage
visual
analysis
and
rela@onships
to
iden@fy
likely
root
causes
§ Engage
relevant
experts
and
avoid
“all
hands
on
deck”
exercises
§ Promote
collabora@ons
to
knowledge
and
easily
make
resolu@ons
available
for
re-‐use
21
33. § Plan
scenarios,
involving
all
the
right
stakeholders
§ Assess
and
visualize
upstream
&
downstream
risks
§ Provide
risk
consensus
to
streamline
approvals
34. A
Maturity-‐based
View
Level
4
–
Social
Driven
• Goal:
CSI
through
collaboraOon
• Social
drives
process
excellence
&
improvement
• Self-‐sustaining
community
Level
3
–
Social
Embedding
• Recogni@on
and
Rewards
Value
Level
1
–
Social
ExploraOon
• Goal:
Learning
• Ad
hoc
collabora@on
• How
can
social
tools
improve
IT
support?
Which
tools?
• Are
there
specialized
social
IT
capabili@es?
Level
2
–
Social
Add-‐ons
• Goal:
Improve
user
inOmacy
• 1:1
chat
(IM,
video,
skype,
etc.)
• Private
groups
(cha6er,
facebook,
yammer)
• Communica@on
policies
set
• Goal:
Improve
KPIs
(e.g.
MTTR,
change
success
rate)
• Social
object
model
• Social
knowledge
mgmt
(capturing,
promo@on,
sharing,
delivery)
• Social
process
enhancement
(e.g.
weigh-‐in,
triage,
vCAB)
Pimall
#2
–
Solitary
wall/feed,
“noise”
Pimall
#1
–
Ungoverned
broadcas@ng
(e.g.
twi6er,
RSS)
Maturity
17
October
2013
ITinvolve
Confiden@al
23
35. The
State
of
Social
IT
Research
and
Adop@on
“Fioy-‐four
percent
of
I&O
organiza@ons
are
either
well
into
social
ITM
ini@a@ves
or
planning
one
during
the
next
six
months.”
24
36. Is
Social
IT
just
hype
or
the
new
way
to
manage
IT?
