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BMC Software wants to bring some social networking magic to the formal world of the IT help desk.
We want to eliminate employees from having to fill out forms, said Jason Frye, BMC senior director in the office of the chief technology officer. An update of the companys BMC MyIT software seeks to virtually eliminate level-one service tickets generated by users, Frye said.
Most employees lose an average of 18 hours each month to computer problems, according to a survey from Forrester Research. The IT analyst company estimated that this lost time can cost organizations US$3,700 per employee per year.
BMC is banking that a bit of embedded social networking can reduce this cost.
Introduced last year, BMC MyIT allows an organizations users to report issues with their computers to the help desk through a portable device such as a tablet or smartphone. MyIT 2.0 adds a number of social networking tools to further ease the process.
Typically, in many organizations, a user needs to fill out an online form, or compose an email, in order to get help from an IT department. The form usually requires information about the user, as well as information about the IT equipment or software.
With MyIT 2.0, a user can fill out a service request through a Facebook-like status update interface. The users information is already populated on the form. The software or IT equipment requiring attention can be designated by typing the @ symbol, such as @SharePoint to designate an issue around Microsoft SharePoint software. This annotation allows the software to parse the message and route it to the correct IT personnel.
The software will also provide forums for users to set up their own virtual communities to answer each others questions. A group of Apple Macintosh users can offer tips and answer questions within their own dedicated forum, for instance. IT support personnel can then review the forums and highlight any particularly helpful explanations. Users can get badges for contributing to the forum.
With these support forums, people solve problems faster than the companies providing the technology do, Frye said. A bank of user-generated advice also could reduce the calls placed to the help desk.
BMC will release MyIT 2.0 in April; a beta version of the product is currently available. MyIT will work with any back-end ticketing software, though it has additional features that make it most useful when used in conjunction with BMC Remedy, which is IT Service Management (ITSM) software that handles the back-end process of managing help desk tickets.
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BMC makes the help desk more social
Written by: Pashtana Usufzy on January 29, 2009.
Befriending professors, bosses on personal sites may cross the line
Some professors choose to ignore student friend requests, while others have no problem adding students. By: Jason Emord
Social networking Web sites used to be a place for best friends, childhood accomplices and casual acquaintances.
As technologys reach grows, however, some students have also connected online with their professors.
As usage of Web sites such as MySpace and Facebook expands to include a variety of social groups from students to business professionals, many educators have also created their own Web profiles, accepting past and present students as friends.
The sites have given professors and pupils a new way to keep in contact after the semester ends.
Mary Hausch, a UNLV journalism professor, has an online profile.
Hausch said she is cautious adding students to her Facebook.
My personal policy is to not accept students as friends while they are still students, she said, although I have made a few exceptions.
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Social networking friendships questioned
While some couples may be chronic over-sharers on Facebook (FB), the social media giant says it can determine when users are about to change their relationship status from Single to In a Relationship.
Facebook Data Science, a research service, conducted research from 2010 through 2013 that reviewed messages, posts and visits to profiles among couples who declared an anniversary date and remained single 100 days prior and in a relationship 100 days after the anniversary.
The social networking giant said during the 100 days prior to a relationship starting, it observed a slow but steady increase in the number of timeline posts shared between the future couple. In a blog post, researcher said, When the relationship starts ("day 0"), posts begin to decrease. We observe a peak of 1.67 posts per day 12 days before the relationship begins, and a lowest point of 1.53 posts per day 85 days into the relationship. Presumably, couples decide to spend more time together, courtship is off, and online interactions give way to more interactions in the physical world.
Josh Constantine, social media reporter for Mashable, says that while many gripe about the lack of privacy online, few users will actually stop using a product or service over data mining.
People talk a lot about who they care about privacy, but we ultimately wont give up services over it, Constantine says. They may think its creepy how much Facebook knows about us, but the more data Facebook has, the more accurate those ads will be. Constantine is referring to the targeted ads on the social media site, which rely on data mining to reach the right audiences. In 2012, Constantine says Target (TGT) was using customer buying behavior to monitor pregnancy among its web shoppers.
In some cases, they could determine if a woman was pregnant before their family even knewif they were buying nutritional supplements or purses big enough to double as diaper bags, he says. And they would send them coupons in the mail, and found it was extremely good for revenue. The data companies collect on us is nothing new.
And many companies, like Facebook, like to show off how interesting their data are, and try to recruit workers by showing they have a fun data set to play with, Constantine says.
If Facebook knows you are about to get into a relationship with someone, you will see more of that person in your News Feed, and you will probably enjoy that even more, he says.
Follow Kate Rogers on Twitter at @KateRogersNews