Fresh Links Sundae

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work I admire, and I hope you will find something of value.

Joshua Simon of The ITSM Lens share ideas on how to improve a help desk’s image and capability in the eyes of business. IT’s All That: Help Desk Edition (ITSM Lens)

The article from McKinsey discusses the service design principles in general, but they are quite applicable to IT service management as well in my opinion. The human factor in service design (McKinsey Quarterly)

Harvey Koeppel shares his observations from a CMO-CIO Executive Roundtable with the topic of customer analytics as the main discussion. When Marketing & IT Get Together… (Center for CIO Leadership)

POWER100 – Top IT Management Analysts (Evolven Blog)

Brad Power discusses ways an IT organization can be highly responsive to businesses which must make process changes. Three Ways to Make Your IT More Nimble (Harvard Business Review)

Marshall Goldsmith talks about ways to measure the degree of tendency we have for falling into the favoritism trap. Teach Yourself to Avoid Favoritism (Marshall Goldsmith)

Scott Adams paints potential scenarios of location-aware technologies and privacy interact in the future. Privacy versus Efficiency (Scott Adams Blog)

Rob England gives a run-down of his approach on dealing with an information torrent we called Twitter. How and why I use Twitter (The IT Skeptic)

Susan Cramm gives her take after reading Walter Isaacson’s biography of Steve Jobs. Don’t Let Your Babies Grow Up to Be Steve Jobs (Valuedance)

Finally for this week, a bit of lengthy but good reading from Seth Godin as he asks the question, “What do you think we ought to do about education?” Stop Stealing Dreams (Squidoo)

Credit: Image Courtesy of Wikipedia

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