Tag Archive | "Communication"

Using Social Network Marketing in an IT Transformation – ITSM Portal

Tags: Business Service Management, Communication, Service Value, Social Media, Transformation

The Hub Commentary_

Social media marketing to your customers is a no brainer and makes sense.  Use within the organization becomes sticky as the article points out regarding broadcasting to the external world, internal projects.  So what is the answer to leveraging this real-time communication trend within the organization?

Novell has built into it’s Configuration Management System a social media interface watching the trend and adoption of social media back in 2008.  It provides the opportunity to share information during projects as well as post project inclusive of a tag wall.

Configuration management databases are notoriously difficult to maintain and often fall out of date when not used.  The concept in developing this system was to provide open access and, much like Wikipedia, enable many people from various roles to add to the data regarding configurations

While this addresses one component within a data center, I expect that more and more avenues will be adopted as we move through transformation.  Many development organization already use wiki’s and twiki’s to interact and track information during projects and most organizations have long since been using some form of Instant Messenger.

I predict that in the not so distant future we will see Software-as-a-Service (SaaS) versions of Twitter and Facebook for use internally to the organization as communication tools.  This will require cost and value discussions as with any business service management practice and will require some education to become useful and powerful tools without becoming toys and distractions.

Having grown up with the telephone and prior to the internet, I see the value to instant access to folks I know who could provide a quick answer real-time via an IM, etc.  However, I do believe we lose far more than we gain by losing the live interactions and organizations will need to work to maintain healthy, productive environments.

What is your social media implementation inside your organization?



Social Networking has always existed in different forms. In the distant past, people communicated face-to-face or wrote letters to each other. With the advent of the electronics age, social networking took different forms: phone calls, emails, texting, IM, etc.  (Read Full Article…)