The Top 10 IT Service Management Challenges For 2013 — But What Did You Achieve In 2012?

This time last year I wrote a blog entitled Top 10 IT Service Management Challenges For 2012: More Emphasis On The “Service” And The “Management,” which has racked up a healthy 10,000+ reads since. It spoke of three high-level challenges:

  1. Increased business scrutiny: the need for IT cost transparency and business-value demonstration.
  2. Increased business (and customer) expectations: around IT agility, availability, “personal hardware,” and support and customer service.
  3. Increased business and IT complexity: particularly cloud, mobility, and compliance.
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Which Social Metrics Have Value?

For social media evangelists, the question on everyone's mind is this: "How do we effectively measure the business value of social initiatives?" 
 
Even when we get close, there's always that pesky issue of causation vs. correlation — can we really prove causation even for examples with high correlation between social initiatives and business outcomes? (Read Freakonomics, or watch the documentary, for insights into the challenges of causation vs. correlation.) 

Every day there is a plethora of "social media experts" offering advice on how to win using social media (and nearly all of it is posted on social media). In just a single edition of SocialBizBuzz on Dec 5 21012, you could read: Alistair Rennie from IBM writing in The Huffington Post on the differences between social media and social business; Francis Gouillart writing in the HBR Blog Network on the value of co-creating through social; and Mashable's Todd Wasserman opining on how most social media marketing is a waste of time

The wonderful parody of social media expertise produced by The Onion (see video) hits the nail on the head ... without real metrics how can anyone claim social initiatives deliver value?
  
 
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