Organisations failing to integrate social media with IT service management could be making a costly mistake
A new report from analyst Ovum
warns that organisations that delay integrating social media into IT service management could be making a costly mistake.
According to the research, IT users increasingly view social software as fundamental. Failing to provide access to social software could cause serious issues for IT departments.
Social media is already being used to great effect by some IT departments. Twitter, for example, can be used to broadcast IT reminders and incident reports.
"IT users are coming to expect similar levels of interaction in their corporate lives as they do in their online life as private consumers," said Ovum lead analyst Mark Blowers.
"Social media tools can work well in IT service management, especially in bringing about improvements in the service provided to users.
"Delaying an organisation's participation in incorporating social media into IT service management-related functions could be a big mistake.”
The report advises organisations that haven’t developed bespoke social media functionality to work via an ad-hoc approach, selecting the most appropriate social media channels and integrating them with current IT service management infrastructure.