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"When Social Media meets Service Management” – Bob Rabbitt fromITS Partners
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"When Social Media meets Service Management” – Bob Rabbitt fromITS Partners


When: 10/24/2013
Where: Cornerstone University - Gainey Conference Center
1001 E Beltline NE
Grand Rapids, Michigan  49525
United States
William Riter


Service Management and IT in general have been working hard at building better bridges between business customers, the services they demand and the teams that support them.  Dashboards, web apps and mobile devices have all helped with this initiative the question is how do we continue this momentum, enter ServiceNow and its self-service based social interaction.  ServiceNow believes that the best user interface is one that everyone uses.  

ServiceNow has had a large impact on the ever changing landscape of Service Management software and the ways that customers, service providers and support organizations use it. 

Some of the key differentiators are: 

  • The social aspect of the tool – Live Feed, Instant Messaging and Wiki Pages

  • End User Ease of Use – Easily customized with mobile device support

  • Single Source of Record – The ERP for IT that supports the enterprise

 In this presentation we will discuss how these differentiators come together to bridge the gap between Social Media and Service Management bringing more people together in a user friendly environment.


Bob Rabbitt is the Vice President of Engineering at ITS Partners based in Grand Rapids Michigan.

During his early years Bob focused on the design and implementation of industry leading ITSM (IT Service Management) and endpoint management solutions for customers ranging in size from SMB all the way to Fortune 500. More recently as Vice President of Engineering, Bob leads a team of over 30 delivery consultants who focus on ITSM, Endpoint Management, and IT Security.


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