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Focus on Social Add-ons at Level 2 in your Social IT Maturity evolution

After introducing a new Social IT Maturity model in my last blog, I want to explain the levels of maturity in more detail here in the next week or so.   As I pointed out previously, research from McKinsey & Company indicates that social technologies have the potential to raise the productivity of high-skill knowledge workers by 20 to 25 percent.  But to get this kind of productivity gain from Social IT requires an appreciation of how social technologies should evolve in your organization and understanding the four different levels of Social IT Maturity.

Going beyond the first Social Exploration level, organizations typically enter Level 2—Social Add-ons.  At Level 2, you begin taking specific actions to leverage social collaboration capabilities as part of your overall IT management approach, improving communications with users as well as within IT.

Your goal at this stage is to apply specific metrics to demonstrate the value of social technologies such as increasing user satisfaction, or improving the percentage of incidents or requests that have been acted upon within their prescribed SLAs. You should also be creating formal IT collaboration communications policies that clarify what should be communicated to whom and when.  Evaluate your current service management tools to see if they offer any opportunities for adding social technologies such as chat or other collaborative tools.

Beware:  A common pitfall in transitioning from Level 1 to Level 2 maturity occurs when you expect a “quick win” such as broadcasting via Twitter or RSS. Many IT management software vendors include this capability in their products today, so it may seem like an easy way to “go social.” But, if you haven’t taken the time to define your communications policies clearly, you could end up doing more harm than good. Posting IT service status to public feeds could leave your organization exposed or embarrassed, so proceed with caution.

You can learn more about the Social IT Maturity model by downloading our free white paper . It explains each of the four maturity levels and offers insights into how social IT should evolve in your organization.

You can also register for one our free webinars co-sponsored by Pink Elephant to get a demonstration of how the Social IT Maturity model works.

And if you want to assess your own Social IT Maturity level, you can take a short survey online that will give you an immediate benchmark of where you’re at in the leveraging the collaborative advantages of social technologies.  Next up: Level 3 – Social Embedding.

Matthew Selheimer
Vice President of Marketing

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