Social ITSM: exploring challenges and benefits

Shrestha, Anup (2012) Social ITSM: exploring challenges and benefits. ITSMF Bulletin: Informed Intelligence (Winter). pp. 1-5.


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.

Statistics for USQ ePrint 21667
Statistics for this ePrint Item
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
Date Deposited: 19 Apr 2013 02:45
Last Modified: 12 Jun 2014 06:53
Uncontrolled Keywords: IT service management; social media; social ITSM
Fields of Research : 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
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified

Actions (login required)

View Item Archive Repository Staff Only