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Confidential
SocialNow Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services
© 2013 ServiceNow All Rights Reserved
Confidential
ServiceNow
• NYSE: NOW
• 1,500+ enterprise customers
• Worldwide HQ in San Diego, CA
with major sites in Silicon Valley,
Seattle, Amsterdam and Sydney
• Global datacenter operations in
North America, Europe and Asia-Pacific
The Enterprise IT Cloud Company
2007 2008 2009 2010 2011 2012 ServiceNow Annual Revenue
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Confidential
Selected Customers
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Financial Services IT Services Healthcare Consumer Technology
© 2013 ServiceNow All Rights Reserved
it is not possible to solve today’s challenges with yesterday’s technology
- Fred Luddy Chief Product Officer, ServiceNow
Using Social media must be seamlessly integrated into the learning paths
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The Challenge we face today
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Overview
• Company level: – Post updates
– Monitor / Search for Keywords
– Reply & Provide Solutions
• User level – Authenticate
– Retrieve User / Customer information
– Share company updates
• Training – ILT & VILT
– Curriculum Development (with Box Integration)
Integrate with Social Media sites in ServiceNow
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ServiceNow Social IT – Chat & Live Feed
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Benefits
• Communicate within IT; between IT
and the business; and within the
business itself
• Facilitate communication and capture
knowledge for re-use
Using Social Media
• Chat/IM & Live/wall built into every
process
• All conversations captured & attached
to the appropriate record
• Ability to post into knowledge base
Features
• Share knowledge including links and
images
• Filter information using groups & tags
• Follow what you are interested in – by
group, tag or individual
Using Social Media with ServiceNow
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Using Social Media in Education Services
ILT & VILT
Using Social Media; The Welcome Message
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Using Social Media; Sharing the answers
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Using Social Media; Contributions from other Trainers
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This is yet another resource for our Curriculum developers
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Integrating Social Media; Post updates using Workflow
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Using Social Media in Education Services
Future Uses
Confidential
Integrating Tweets into Learning
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Confidential
LinkedIn / XING
• Post Update
• Skills updated to both Linkedin & ServiceNow
• Create Contacts
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Confidential
Servicenow Integration with Linkedin
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Confidential
Box Integration - Create new Incident
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Always save the incident, business rule to connect to box runs on Create
Confidential