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.

1. Breakfast Briefing12
Collaborative Support Models –
Internal and External IT Teams

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Agenda
• Overview
• Market Shift
• Skills
• Tools - Consumer, Enterprise, Youprise (BYOY)
• Metrics

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Collaboration and Support
OVERVIEW

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Collaboration Network
Support Community
TRUST

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Collaboration and Support
MARKET SHIFT

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Gartner’s Ideas
• Social
• Mobile
• Value

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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

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Support
Support 2003 Support 2013
• Authenticity • Metrics
• Collaborative • Methods
• Experiential • Frameworks
• Instant / Trusted • Answers
• Alternatives • Tools
• Hyper Local • Incidents / Problems
• Praise & Feedback • Permissions

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Collaboration and Support
SKILLS

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Skills
Knowledge Work 2003 Knowledge Work 2013
1. Email 1. Work Narration
2. Survey 2. Experience Mapping
3. Software Based 3. Channel Based
4. Document Based 4. Link Based
5. Network Player
5. Team Player
6. Knowledge Locker
6. File Retrieval
7. Context
7. Relevance 8. Trust / Authenticity
8. Soft Skills EQ 9. Personal Sourcing / Mall
9. Out Sourcing / In Sourcing Sourcing
10. Tasks 10. Micro-Tasks

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Skills
Community IT
Support
Management
Customer
Support
Enterprise
Collaboration
Via Oscar Berg @oscarberg

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Skills
Via Oscar Berg @oscarberg
Via Oscar Berg @oscarberg

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Collaboration and Support
TOOLS - CONSUMER

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Consumer Collaboration

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Collaboration and Support
TOOLS - ENTERPRISE

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2003

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2013

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2003-2013

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Collaboration Requirements
• Profiles
• Streams
• Open Self Service (OSS)
• Comments
• Mobility (Not MOBILE)
• Location(Contextual)

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In action

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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?

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Collaboration and Support
TOOLS / SKILLS - YOUPRISE

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For You For Robots For Others

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Create
Read / Save Send / Share
2003
Retrieve /
Read / Save
Share

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EMAIL
TRUST
Link
Retrieve Offline
2013
Locker / Consume /
Metric Share

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Trusted Source Engines Knowledge Lockers Trusted Source

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Collaboration and Support
METRICS

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Metrics
Metrics 2003 Metrics 2013
1. Annual Review 1. Real Time & Mobile
2. Resolution Management 2. Opportunity Management
3. Projects on Time / Budget 3. Ideas on Innovation /
4. Date, Time, Volume based Creativity
5. Peer Feedback 4. Value based
6. Knowledge Recorded 5. Sentiment Analysis
7. Leadership 6. Knowledge Shared
7. Amplification

30. #HDIPhilly @servicesphere http://bit.ly/leadit @servicesphere
Metrics
#SMFusion12

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Metrics
Communal
Saba
Personal

32. CHRIS DANCY
chris.dancy@servicesphere.com
Text “chrisdancy” 50500 or Twitter @servicesphere