Twitter As an ITSM Tool?!?

Zajímavý článek, jehož moto je:

"Twitter helped reduce critical incidents, writes ITSMWatch guest columnist Jason Druebert of BT Professional Services."

Cituji z úvodu:

"Are you sick of hearing about Twitter yet? It is just a bunch of short little text messages, but somehow it has struck a nerve with a lot of people. At first glance, it appears to be just a fun little diversion, but some companies have found very effective ways to use it for marketing and customer support. Still, you don’t hear about IT departments, who like to be seen as innovators, hailing its benefits. But if you think about social networking/Web 2.0 tools like Twitter, they are very well suited to help solve some of the problems that IT departments struggle with the most.

One of the reasons so many companies are looking to IT service management is that IT personnel are spread out across different cities and countries more than ever, and good processes can help compensate for people not sitting together. But effective processes and collaboration aren’t mutually exclusive; collaboration makes good processes better. So why not take a simple and effective collaboration tool like Twitter and use it to help improve IT Service Management Processes?

Cituji ze závěru dvoudílného článku:

"The moral of this story is don’t dismiss using social networking tools to help improve ITSM processes. The technology and concepts behind a lot of Web 2.0 and social networking tools are relatively simple in comparison to what is normally found in an enterprise, so they are easy to implement compared to other tools. By definition these tools generally address the areas IT struggles with most―collaboration and sharing. And a good portion of the population is familiar with their use, so training and adoption are not big issues. And, perhaps, best of all, it's free."

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