1. Socially IntegratedService ManagementLeadership Through FollowshipToby Moore 2. What is Socially Integrated Service Management ?Sounds like it is just means Facebook and Twitter.Business RelationshipsParticipationCollaborationIntegrationVoice and ReputationHappiness (not satisfaction!)LeadershipOpennessDemocraticPurposeFollowship 3. The Service Desk Bureaucracy Empire Building (secrets)Business Technology Service Desk Limiting hierarchies Silo structuresHR Desktop Support Poor communication CommunicationMarketing Hosting SLA, OLACustomers Applications Sys. AdminSales Hardware Consultancy. . . 4. The Service Desk 1000 miles away 1st Line 2nd Line 3rd Line/Vendor from the customerLimited Skills Strong Skills Blah blah blah!High expectations Low visibilityLow cost Minimal contactstepping stoneKey relationships 5. As you learn to enjoy andKEEP IT listen to the business, it will in time do the same for you.SIMPLE. Bureaucracy Empire Building (secrets) Business Service Desk Technology Limiting hierarchies Silo structures Poor communication 6. Customer Effort... How much do you expect your customers to know? How much do you expect your customers to do? 7. 1st Line2nd Line 8. Say hello to:Fast ResponseEscalated Services 9. GOTEAM! 10. Follow theLeader. 11. Philosophy. 12. Philosophy. Doing things you dont like doing in order to go on living, that is, in order to go on doing things you dont like doing, which is Stupid. 13. Thank you!Work will only ever function as wellas the relationships of the people doing it.Toby Moorewww.ideatechnology.co.uk