In September 2009 I wrote a "blog" called "Great ITSM and ITIL People to Follow on Twitter." In stumbling upon it again yesterday I couldn't help wonder:
What had happened to some of the Tweeters on the original list?
Who do I now follow that I didn't way back then?
In doing this I couldn’t help feel that, while I value Twitter as both an information resource and a workspace, I have been somewhat sleepwalking through it the last two years.
Why am I sleepwalking through Twitter?
It seems a strange thing to admit to, doesn’t it?
I literally “work” in Twitter these days and I would lose a dimension of my capabilities and “personality” without it (or a similar social environ). But the fact that I still place a heavy emphasis on the Tweets of the people below, that an updated list would not include that many more Tweeters, and that I didn’t realize that a few of the Tweeters listed are no longer actively Tweeting is quite scary to me.
My conclusion is that I have been very lazy in my use of Twitter (heaven forbid that people think that “number of Tweets” is a sign of Twitter proactivity).
So what should I do?
My original thinking from nine months or so ago (when I realized that Twitter was becoming a little incestuous in terms of my following of people) was to follow more Tweeters. I think I have nearly doubled the number of people I follow but I am still in the same place in many ways.
A while ago, in fact too long ago (but not in a galaxy far, far away), I wrote a blog called Giving Back To The IT Service Management Community where I surmised that IT service management (ITSM) practitioners need help beyond the ITIL books and associated training. They need real-world help; whether this is by way of guidance, quick-start templates to prevent the “reinvention of the wheel,” benchmarks, or by other means. And that, while some members of the ITSM community already offer help, what practitioners really need is to be offered targeted and focused help. A response that is practitioner “pull” rather than helper “push.”
In short, I proposed that we need to do at least five things (as a community) to help:
Recognize that we are a community and a community that often struggles with the same issues (particularly with ITIL adoption).
Offer up our time to help out others (and often ourselves).
Identify where our efforts need to be applied (for example with the creation of a set of standard (core) ITSM metrics and benchmarks).
Deliver on our promises to the ITSM community.
Never stop trying to improve our collective ITSM capabilities and the quality of delivered IT and business services.
A “bonus” blog today (and hence it is quickly constructed) and the subject area will need to be returned to at a later date. The reason for the bonus blog is that I am a little bit excited.
SysAid, a provider of IT help desk and customer service software solutions, has provided me with a subset of the service desk benchmarking information captured through its customers’ use of its software (on an opt-in basis, of course).
To me, this is the sort of stuff that the ITSM community (see my previous blog) is crying out for – information that helps them to understand where they are and what they should aspire to. More information about the SysAid benchmarking is available at http://www.ilient.com/it-performance-benchmark.htm (link is provided for more detail on the definitions for the benchmarks below).
Average Service Requests (SR) closed per Admin (Service Desk Agent)
Important note: If you follow the above link, the assumptions show that the SRs are “incidents.”
Quick comment – I am assuming that this is per day but I am seeking clarification. As with all the slides in this blog, please treat with care in the absence of sample sizes.
I am absolutely thrilled to publish my very first blog as a Senior Analyst here at Forrester and am looking forward to providing you with a lot of exciting research and thought-provoking insights on what continues to be a hot topic in the technology industry: Social Media in B2B. As many of you know, social media is evolving at a very fast pace, and one of my goals is to keep you posted on the latest trends we are seeing and how you, the tech marketer, can utilize these insights to create effective social strategies for engaging with your customers.
How did I wind up here at Forrester? Well, prior to joining the talented TI Tech Marketing team in April, I spent 14 years at Sun Microsystems, working in various senior marketing roles. I was fortunate enough to lead some pretty groundbreaking campaigns that utilized social media and other emerging marketing tactics. These projects ranged from executing basic marketing strategies using blogs and YouTube to very complex, multi-faceted social media campaigns to drive new product adoption for Sun's software and Java product groups. Lots of fantastic stuff that is worthy of a separate blog post!
After Sun was acquired, I spent the past year at Oracle as a Global Campaigns Manager responsible for Java, cloud computing and enterprise architecture initiatives, where social media was also a big area of focus for demand generation activities. A few months ago, I was presented with an amazing opportunity to join the Forrester team, and, to make a long story short, I have now hit the ground running with a very rigorous B2B social media research agenda and a speaking engagement at next week's Forrester IT Forum in Las Vegas.