Social ITSM - challenges and benefits

Shrestha, Anup (2012) Social ITSM - challenges and benefits. At Your Service, 2 (3). pp. 3-7.

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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: No evidence of copyright restrictions preventing deposit.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 19 Apr 2013 02:00
Last Modified: 19 Apr 2013 04:02
Uncontrolled Keywords: ITSM; social media; service delivery; ITIL
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080612 Interorganisational Information Systems and Web Services
08 Information and Computing Sciences > 0806 Information Systems > 080699 Information Systems not elsewhere classified
20 Language, Communication and Culture > 2001 Communication and Media Studies > 200105 Organisational, Interpersonal and Intercultural Communication
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890202 Application Tools and System Utilities

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