Build The 2013 Social Enterprise
Social IT and the Social Enterprise of Yesterday
#BMCSocial
© Copyright 04/10/2023 BMC Software, Inc2 © Copyright 04/10/2023 BMC Software, Inc2
Agenda
• Introductions & Dialog Options
• Five Top Public Social Tools (or MORE!)
• Knowledge Worker Divide
• How BMC Can Help
• Q&A
#BMCSocial@
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Erin Avery@erinkavery
Chris Dancy@servicesphere#BMCSocial
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Five Top Public Social Tools
(or MORE!)
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Support#BMCSocial
Authenticity
Collaborative
Experiential
Instant / Trusted
Alternatives
Hyper Local
Praise & Feedback
Support 2013Support 2003
Metrics
Methods
Frameworks
Answers
Tools
Incidents / Problems
Permissions
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Employee to Employee
Facebook Pages
Facebook Commercial Solutions
Facebook Custom Development Solutions
(FBML)
Facebook Groups
Events that effect users
Facebook#BMCSocial
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Feedback
Outages
Innovation (listening)
SMS Backbone
Push Messages e.g. follow
‘helpdesk' to 40404
Twitter#BMCSocial
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© Copyright 04/10/2023 BMC Software, Inc8 © Copyright 04/10/2023 BMC Software, Inc8
Location based Knowledge
Tips/Tricks/FAQ’s based on geofencing
Photos of common objects people might
be looking for specific areas
foursquare#BMCSocial
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© Copyright 04/10/2023 BMC Software, Inc9 © Copyright 04/10/2023 BMC Software, Inc9
Company Page
Company Employee Group
Company Product Group
Company Alumni Group
Events for the organization
LinkedIn#BMCSocial
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© Copyright 04/10/2023 BMC Software, Inc10 © Copyright 04/10/2023 BMC Software, Inc10
Short audio messages & updates
Collaborative audio knowledge
Best practices/ Education
Embeddable code & links
FAQ’s
Unboxing Videos
Tutorials
Staff Introductions
Embeddable Code & Links
SoundCloudYouTube
Multimedia#BMCSocial
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© Copyright 04/10/2023 BMC Software, Inc11 © Copyright 04/10/2023 BMC Software, Inc11
Help Desk page for tagging and supporting users
Alerts and updates
Group administrationEvent listings for changes & non
critical updates
BloggingHelp Desk Knowledge HighlightsHelp Desk Staff Highlights
TumblrGroup updates on projects, integration into audio, video, text and other systems.
Google PlusBlog
Blogging & More#BMCSocial
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© Copyright 04/10/2023 BMC Software, Inc12 © Copyright 04/10/2023 BMC Software, Inc12
Service Request Catalog
Service Pipeline Testing
Crowd sourced Opinion on changes to systems or UI’s.
More & More#BMCSocial
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Knowledge Worker Divide
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Skills#BMCSocial
Survey
Software Based
Document Based
Team Player
File Retrieval
Relevance
Soft Skills EQ
Out Sourcing / In Sourcing
Tasks
Knowledge Worker 2013Knowledge Worker 2003Work Narration
Experience Mapping
Channel Based
Link Based
Network Player
Knowledge Locker
Context
Trust / Authenticity
Personal Sourcing / Mall Sourcing
Micro-Tasks
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© Copyright 04/10/2023 BMC Software, Inc15 © Copyright 04/10/2023 BMC Software, Inc15
Metrics#BMCSocial
Annual Review
Resolution Management
Projects on Time / Budget
Date, Time, Volume based
Peer Feedback
Knowledge Recorded
Leadership
Metrics 2013Metrics 2003
Real Time & Mobile
Opportunity Management
Ideas on Innovation / Creativity
Value based
Sentiment Analysis
Knowledge Shared
Amplification
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© Copyright 04/10/2023 BMC Software, Inc16 © Copyright 04/10/2023 BMC Software, Inc16
For You For Robots For Others
Tools#BMCSocial
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Work Flow 2013
Link
Offline
Consume / Share
Locker / Metric
Retrieve
#BMCSocial@
Erin
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How BMC Can Help
#BMCSocial
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Post Updates to Facebook & Twitter
Feed Tweets to ITSM Console
Create Incidents from Tweets
Direct Message user via Twitter
How BMC Can Help#BMCSocial
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© Copyright 04/10/2023 BMC Software, Inc20 © Copyright 04/10/2023 BMC Software, Inc20
#BMCSocial@
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© Copyright 04/10/2023 BMC Software, Inc21 © Copyright 04/10/2023 BMC Software, Inc21
#BMCSocial@
Erin
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© Copyright 04/10/2023 BMC Software, Inc22 © Copyright 04/10/2023 BMC Software, Inc22
#BMCSocial@
Erin
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#BMCSocial@
Erin
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#BMCSocial@
Erin
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#BMCSocial@
Erin
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#BMCSocial@
Erin
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Nov 27: Learn how BMC embraces Social IT
Dec 10: The Contextual Bio Enabled Enterprise
of Tomorrow
Follow @BMC_FootPrints for details
#BMCSocial@
Erin
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Questions via chat?
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Thank You
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