Solutions | By Service | Social IT

Social media and the community of social networking are becoming essential for organizations seeking to improve support and boost productivity. We call it social IT.

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Power to the people

Social networking has made the world a smaller and more enlightened place. It allows friends, family members, business colleagues, and often strangers to share information and lend each other support across the world.

Social IT done right gives IT organizations the power to more efficiently help people obtain fast and accurate service and knowledge. Let users help each other within a managed community that supports both real-time and archival knowledge. Socially enabled support inevitably leads to enhanced IT productivity and efficiency as well as more satisfied end users. This is IT 3.0.

ServiceNow Chat embeds social IT across all of ServiceNow. End users can open a chat with the service desk to ask a question. Support agents can automatically generate incidents from an existing chat record. IT teams can discuss emergency changes in a chat room. And all of these conversations are captured and attached to the appropriate record.

ServiceNow Live Feed lets you extend social IT further across your organization with a "wall" similar to the ones on Twitter, Facebook, and Yammer. Encourage users to collaborate and provide peer-to-peer support. Automatically notify affected users when relevant business services are out or degraded. Allow the business services and configuration items themselves to communicate their status to the business. Collect all of this information in a searchable knowledge source for future reference.

The best IT thinkers know that social IT is critical for IT 3.0.