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Can social media make ITSM fun again?

Allen Bernard | June 25, 2013
Social interfaces are changing the very nature of IT service management, with internal toolsets and icon-driven service platforms helping users and IT departments manage the extended enterprise.

Lately companies have been bringing Microsoft SharePoint Server to the mix, too. The popular collaboration tool has become its own data repository and, as a result, yet another data store. Instead of making collaboration easier, it's one more channel to manage.

Still, the idea of social isn't going to go away. The interfaces are too well ingrained in how people communicate now that it only makes sense to bring them into the enterprise. Configured correctly, the problems this approach can potentially solve far outweigh any drawbacks-at least for now.

Social does give "pulse" to an organization, McConnell says, but there's always a danger that adding social to SMS, IM, email, telephone and Chatter conversations will only complicate communication.

"[Say], six months later, I remember a conversation with a colleague," McConnell says. "Where do I go to find out what we discussed? Now I have to check out seven different areas to do that."


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