Prepping for Generation Z’s support needs

Do you tweet your latest IT issue to your social networking pals while sharing great links on Delicious before mashing up a site or two? If so, you’re the future: congrats! But if you have no idea what I’m on about and you’re in IT Service Management (ITSM) – you may be in trouble. Is it time helpdesks got with the programme and embraced all things ‘social’?

Social media isn’t just something hip and happening. Your CEO takes it seriously, as do marketing, PR and, increasingly, sales departments, too. Twitter, Facebook and LinkedIn are as much a part of the daily business discourse now as email was maybe ten years ago. So, it really is time in the service management arena for us to take it on board.

You need to be a subscriber to read the rest of this article.

Already a subscriber? Sign in here