Crowdsourced and Official Support in Enterprises, Bridging the Gap

Large organisations work mostly in silos, no matter what you say. They are either cultural silos, organisational silos, geographical or technology silos. These silos might all have their own tools and goals on solving business related problems.

One of the common problems is enterprise support and supporting your employees via digital channels. Traditional Service Management approach focuses on ITIL process, like Incident Management, and ticketing tools. The Social approach utilises crowdsourced support models and Enterprise Social Network (ESN) tools. Each of these organisational units drive their own goals and many times don’t really know about each other, some work for Collaboration & Communications while others work with IT Service Management for example.

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