We recently embarked on a Forrester-wide research project to benchmark the use of social technologies across enterprise organizations. Why is this important? Well as you may know, we cover social technologies from a wide range of perspectives — from roles in marketing to IT to technology professionals. We find each of these roles differ in their general "social maturity" and that most companies are experiencing pockets of success, but few, if any, are successfully implementing it across the board. In fact, full maturity in this space could take years, but there are clear differences in how some "ahead of the curve" companies are using social technologies for business results.
Infrastructure and operations professionals have not necessarily focused on how they can leverage social technologies but rather how they might have to support (or not support) these technologies. In some enterprises, the Security and Risk group has determined that IT operations must block access to social networking sites such as Facebook.
We have come across a couple of progressive IT operations groups that are thinking about social as part of a larger help desk strategy. How?
That's how one of my client meetings started at last week's IT Forum in Las Vegas. Now, normally this would concern me. It could be a sign that jobs are scarce, unemployment is up, or that Infrastructure & Operations professionals are being let go. But that's certainly not the case. This was actually someone proactively seeking a new job. His company — a large US manufacturing firm — was merging with another firm and he felt it was time to move on.
This led to the first of three interesting observations at last week's Forum. Here are my top three I&O takeaways in no particular order: