TFT14: Community Management, the Good, the Bad, and the Ugly

Matt Laurenceau

Community management. The good, the Bad, and the Ugly

• Many ITSM tools do not enjoy great adoption (users go off-process, or off-tool)

• Many ITSM Projects do not benefit from engagement by users

We see huge adoption and engagement on various communities (Linkedin, Twitter, Facebook, etc.)

What can IT Service Management learn from Community Management?

Service Management is very close to Community Management

These hot keywords apply to both:

Community Management

Wikipedia Definition

"management of a common resource or issue by a community through the collective action of volunteers and stakeholders"

We’re all Community Managers!

We interact, learn, share collaborate on various social networks

• Many Companies created a Community for Members to learn from each other– Apple– BMC Software– Cisco– CA– EMC– HP– NetApp– IBM– SAP– And more!

Examples are shared online

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