Social ITIL®: How Social Media Concepts Are Revolutionizing ITSM

In this presentation Hank Marquis will explain service quality from the point of view of consumers, and introduce the benefits of using modern social media techniques to improve IT business relationships as well as IT working conditions. Social media is built around relationships and conversations between people about shared topics of interest. Both those who use and provide IT services want to engage with each other, neither wants a one-way conversation. However, for too long the human element has been left out of IT due to an inability to gather and use IT service consumer data. To improve IT investment justifications, document the value of IT investments, address individual and organizational information needs and improve customer ratings requires a focus on service quality from a human, not a technical, perspective. While the operational IT measurements done today for IT systems are important, they do not measure IT service quality. Hank Marquis, Ph.D., FBCS CITP, is a Chartered IT Professional, Certified IT Services Manager, and Fellow of the British Computer Society. Dr. Marquis is a well-known practitioner, author and lecturer. Dr. Marquis is the BSM Practice Leader at Global Knowledge, the worldwide leader in IT and Business training. He is responsible for BSM strategy -- developing business-aligned IT management solutions for global clients. He has published many articles and books and delivered dozens of conference presentations and workshops. He is an APMG Examiner, EXIN Accredited Trainer Council member, Senior Member of the American Society for Quality, and holds certifications in ITIL, ISO-20000, Six Sigma, COBIT and Project Management. Previously, Dr. Marquis held roles of CIO, CTO, Sr. Analyst, and Director of ITSM Consulting.