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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

The Age of Social Business

Podcast Crew:
Daniel Billing, Simone Jo Moore, Aale Roos, Dave van Herpen, Earl Begley, Sean McClean
David Favelle, Tristan Boot

Revolutionising SocialIT! In the Age of Social, IT has as much to learn from the business and the business can take advantage of SocialIT.

Next LIVE Netcast scheduled 7 July 2014.

Special Guest: David Favelle of ValueFlowIT


  • Unfortunately Earl Begley and Sean McClean couldn’t make todays session but we had a special guest host visiting Simone all the way from New Zealand - Tristan Boot
  • Aale gives a snapshot bio. A part of the original ITSM Weekly Top of the World podcast and continues on BITPodium with his repartee about ‘unlearning ITIL’ and ‘Service Desk 2.0’.

  • Dave’s loves being an organisational adviser that just happens to be in IT!

  • BITPodium is still a new forum and trying to manouvre the focus more to the business and hoping that this episode 

  • Our special cohost, ITSMFNZ President, Tristan on holidays in France with Simone eating the food and drinking the wine and really happy to be on this episode.  Plans to create a similar podcast in the Antipodes! 

  • Tristan a big believer in valuing our people and putting that into action.

Social Business 

  • Our first special guest on BITPodium, David Favelle gives his snapshot bio and tells us a little more about ValueFlowIT

  • David talks about how important a development has Social IT been.

  • David looking for the potential in SocialIT and how it challenges the conventional wisdom of support and the interesting

  • Social has invaded the channels of how business is done.

  • There is the glimmer of SocialIT Down Under but gives a great example of one company’s use.

  • The tool vendors have social functionality in their systems but the barriers are in how we view IT and the current paradigms of how we are constructed and work.

  • Social does works well in a number of business’ but in IT we have too many layers to engage to resolve something.

  • Daniel expresses the concern that social is only seen as a channel for communication thereby limiting or removing everything around collaboration where the real value is to have diverse conversations and it’s truly the strategic decision on how its used that will make the difference.

  • Aale finds out from a Service Desk conference that we are a small minority in our use of Social Media for work.  It’s very different for IT to think of it in a business way.

  • Tristan has seen the same thing happen in New Zealand. It’s used as a mass communication tool rather than getting direct feedback in.  A view perhaps it’s just another channel that can fail.

  • Dave agrees it’s not just about Social Media but the power of reach. Combination of being social with friends and using it to collaborate to get a workaround. 

  • David tells us about his recent HDAA workshops on Managing the Floodgates, the audiences responses and what they’re up to in their use of Social.  Very early days but people are asking the right questions.

  • There is a challenge that not all people are great at text and verbal use of the channels in Social.

  • Dev and Ops didn’t talk to each other much before but the use of Agile methodology is making us move faster. With Social, it has challenged their view of separation and to work together to make things easier. 

  • A chat about if business is further ahead than IT in the adoption of social tools.

  • Good insight can be garnered from business use of Social capability that shows real revenue genertion and business processes results.

  • IT is still just at the interface level of social interaction, not so much in the business processes that support that.

  • Challenging ourselves in IT, the ITIL books, ISO etc are not changing anytime soon but we do need to look at doing things differently.

  • Opening up the discussion about what we need to do and evolve with SocialIT and help the business succeed.

  • David studied the Gartner Magic Quadrant.  The vendors are not just ‘reskinning’ the functionality anymore - the funcitonality is there.  Now it’s up to us to get the community activity going and lead it in a different way to make it a reality.

  • Leadership required to manage the disruptive nature of how Social changes the way we work.  It will be led by community interaction.

  • Daniel queries David if Social will stick as just a business exercise in branding value and sales or have a positive impact on enterprise collaboration.

  • David explains the four pillars of a Digital Strategy Framework.  

  • Time to bust it up! Emerging digital frameworks can help the business be social as an enabler and strategic asset across the whole business.  How do we engage, work with our processes and how can we reinvent our IT model.

  • Simone expresses the concern that our people in IT don’t have the skill sets to make the most of Social Media functionality.

  • Aale advises us there are some interviews and cases in his Service Desk 2.0 document and Social Media presentation in Finland.

  • Dave reminds us that Social is already being used so the role of the Service Desk is moving from being reactive towards scouring all the social media channels where the users are and being part of those networks in order to spot potential problems that matter to the organisation.  Far more a proactive obligation we now have.

  • Aale says IT is not moving or leading the Social way - it needs us to provide good advice to help the business. There are some survey results on the use of social in IT support

  • Dave gives his final thoughts: most of us are from the ITSM world and we need to make sure IT is organised to cope with the social aspect more and more by changing the view on our processes and competencies. Social is about collaboration and that’s about combining several disciplines in one area - DevOps is a real example of that.  

  • Tristan’s key point is the challenge of the culture and there’s a fundamental change on how we need to report against Social to support how the views need to change. 

  • David’s final thoughts: the Service Desk idea of changing - making it an enabler rather than an audit taker.  The idea of SPOC is an old idea - why do we need that anymore? Perhaps being and/or enabling peer support is the better view and let’s challenge the conventional models by letting go of those fears. We also need to get better at change in IT.  ITs cadence of change is behind the business. Taking a leaf out of the Kaizen book - take the smallest change that moves in the right direction and learn from that for the next small move up this mountain.

  • Looking ahead in 3 or 6 months time, David has a 12 week capability sprint he’s working on and will share the results in a future episode.

Wind Up

“Success is a science; if you have the conditions, you get the result.” Oscar Wilde

Visit www.bitpodium.com 

Wishes, requests and praise are welcome. A variety of personalities and guests, one of which could be you.  Have a question, suggest a topic or share your particular passion and view.  


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