The hype and media exposure surrounding social media and social networking is deafening. We hear that Facebook has more than 800 million active users and was integral to the recent revolution in Egypt. We also hear that Twitter has 200 million users, and there are 200 million tweets per day. Most people in the IT organization have exposure and probably use social media and social networking in their personal lives. Many businesses engage in social initiatives with their customer base as part of a larger customer growth and retention strategy. However, it is perplexing to many of us in the IT organization on how we can use social initiatives internally to promote IT services, engage better with our customers (the business and end users), drive productivity and lower costs. In this presentation, we offer strategic and tactical insights into how social media and networking can be leveraged within the IT operations organization.