Social ITSM: Exploring Challenges and Benefits

The exponential growth of social media platforms in personal space has enticed businesses to use this platform in their business internally and for service delivery to their customers. This trend will continue to grow as more and more Gen Y" staff and customers dominate the business world and they expect social media communication at their work in the same way they use outside of work.

Responding to this growth, IT service providers are embracing social media in their service delivery processes.

In this article, pertinent challenges faced by the ITSM industry dealing with this social paradigm shift that redefines the structure of communication processes will be discussed. An insight into the benefits of social ITSM will then be presented after an analysis of Broadband Internet Service Providers in Australia about their current use of social media for support as provided on their websites.