Rebirth of Knowledge Management

Presented by

Robert Sterbens, President, itSMF USA and Sr. Director, Product Marketing for Service Management at CA

About this talk

Are you looking for ways to take advantage of all the enthusiasm around social media and actually put it to work? Wouldn’t it be great to leverage the buzz about Twitter, Chatter and Yammer to help reduce the number incidents sent to your service desk, and have happier end users? It’s no secret users are looking beyond IT for answers to their questions on things like how can I connect my iPad or Android phone to the VPN. The world of answers, right or wrong are just a Google search away, but is there any way you to control this? Or is catching the wave better than just standing in front of it (just ask Hosni Mubarak about that). This session, in less than 45 minutes will bring you up to speed on how to get your IT organization in line with the social media revolution. Learn how you can take all the tools that are available today to support end users like user service portals, chat, and knowledge bases into a mashup that everyone in your organization will be all a twitter over.

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