VMware recently acquired the SocialCast product, Strides, an enterprise social media-type collaboration application. Social technologies are being deployed by businesses in an effort to fine-tune productivity and reduce the cost of collaboration among distributed service desk organizations. While numerous project and task management applications improve the efficiency by which service desk tasks are managed, silos still exist that prevent visibility and transparency to task management.
The result can compromise service desk efficiency and effectiveness. That’s where social technology can significantly improve service desk productivity and overall effectiveness. Organized around tasks, but focused on people, social media technologies enable service desk professionals to conduct real-time conversations, share knowledge and better leverage knowledge management to improve service delivery.
Here are four ways VMWare’s new social technology can benefit any service desk professional.
- Visibility/transparency –know who’s working on what within the social support stream and better leverage service desk talent around a set of common goals and objectives
- Quality Assurance – logging more calls and tracking more specific information allows managers and c-levels to see where their help desk excels and where the improvement opportunities lie
- Optimization – resolve incidents more quickly by enabling greater collaboration
- Colleague engagement – putting more context around task/incident management and providing social tools to get the job done easier can increase job satisfaction
The social service desk gives new meaning to the term “self directed work teams.” IT Service Delivery becomes less about incident management and more about empowering people to collaborate easily and in real time to solve a common issue. Learn more about how to improve your IT service delivery and stay on top of advances in the field by checking back with the