Social media and the service desk – a powerful combination

Chris Rixon, principal solutions manager, BMC Software, writes for CBR on how the service desk can use social media to improve IT support

Social media is the pervasive technology of the 21st century and increasingly people are turning to it as the default source of information.

Whether they are trying to figure out how to solve a technical problem with a PC or looking for opinions on the best bars, the question will often be put forward through a social media channel.

This growing preference to seek information and guidance through social collaboration has clear implications for the IT service desk. With this perspective in mind, let’s consider how the IT service desk, together with social media, can optimise the customer experience of IT and support… Read more

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