Social ITSM: exploring challenges and benefits

Shrestha, Anup ORCID: https://orcid.org/0000-0002-2952-0072 (2012) Social ITSM: exploring challenges and benefits. ITSMF Bulletin: Informed Intelligence (Winter). pp. 1-5.


Abstract

The exponential growth of social media platforms in personal space has enticed businesses to use this platform in their business internally and for service delivery to their customers. This trend will continue to grow as more and more 'Gen Y' staff and customers dominate the business world and they expect social media communication at their work in the same way they use outside of work.
Responding to this growth, IT service providers are embracing social media in their service delivery processes. In this article, pertinent challenges faced by the ITSM industry dealing with this social paradigm shift that redefines the structure of communication processes will be discussed. An insight into the benefits of social ITSM will then be presented after an analysis of Broadband Internet Service Providers in Australia about their current use of social media for support as provided on their websites.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: No
Item Status: Live Archive
Additional Information: Permanent restricted access to paper due to publisher's copyright restrictions.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
Date Deposited: 19 Apr 2013 02:45
Last Modified: 23 Sep 2020 00:20
Uncontrolled Keywords: IT service management; social media; social ITSM
Fields of Research (2008): 08 Information and Computing Sciences > 0805 Distributed Computing > 080502 Mobile Technologies
20 Language, Communication and Culture > 2001 Communication and Media Studies > 200105 Organisational, Interpersonal and Intercultural Communication
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Fields of Research (2020): 46 INFORMATION AND COMPUTING SCIENCES > 4606 Distributed computing and systems software > 460608 Mobile computing
47 LANGUAGE, COMMUNICATION AND CULTURE > 4701 Communication and media studies > 470108 Organisational, interpersonal and intercultural communication
46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460908 Information systems organisation and management
Socio-Economic Objectives (2008): B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
URI: http://eprints.usq.edu.au/id/eprint/21667

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