Fresh Links Sundae – June 10, 2012 Edition

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 resonates with me, and I hope you will find something of value.

Jeff Wayman talked about some common observations that could signal a personnel issue at the service desk. The 10 Common Traits That Signal Help Desk Burnout [http://blog.sunviewsoftware.com/2012/06/10-common-traits-that-signal-help-desk.html] (ITSM Lens)

Rob England gave the reasons why IT is not here just to serve its customers’ needs, but also to protect the organization’s interests. IT: to protect and serve [http://www.itskeptic.org/content/it-protect-and-serve] (The IT Skeptic)

A report from McKinsey Quarterly gave suggestions on how companies can develop, retain, and recruit talent by leveraging both internal resources and external means. Winning the battle for technology talent [https://www.mckinseyquarterly.com/Business_Technology/BT_Organization/Winning_the_battle_for_technology_talent_2972] (McKinsey Quarterly)

Susan Cramm presented her case why the movement of combining the CFO and the CIO roles is a wrong move. Why We Need More IT Leadership, Not Less [http://www.valuedance.com/blog/article/-why-we-need-more-it-leadership-not-less] (Valuedance)

Arun Gupta argued that an IT department by any other name does not change what the department needs to do in order to succeed. A change in attitude, delivery, partnership, and innovation will have more impact than a simple name change. BT, IT, whatever, does it matter ? [http://www.cioleadershipcenter.com/community/center_blogs/blog/2012/06/04/bt-it-whatever-does-it-matter] (Center for CIO Leadership Blogs)

Charles Betz advocated that IT organizations should shift from the traditional plan/build/run model into a demand/supply/execute model to increase its effectiveness. From “plan/build/run” to “demand/supply/execute” [http://blogs.enterprisemanagement.com/charlesbetz/2012/06/04/planbuildrun-demandsupplyexecute/] (Charles Betz)

Rob England made some suggestions on how ITSM and Agile can work together and need not create roadblocks for each other. Six Tactics for ITSM to Deal with Agile [http://www.itskeptic.org/content/six-tactics-itsm-deal-agile] (The IT Skeptic)

Bob Lewis discussed the six factors that affect IT recruiting and how focusing on the wrong priorities has made recruiting IT talent much more difficult than it needs to be. Recruiting enters the sixth dimension [http://www.weblog.keepthejointrunning.com/?p=4705] (IS Survivor Publishing)

Robert Stroud talked about how the use of technologies by the younger generations can have a significant effect at how organization delivers its technology services. Consumer Driven IT [http://community.ca.com/blogs/itil/archive/2012/05/30/consumer-driven-it-the-generational-change-and-the-changing-face-of-service-management.aspx] (CA on Service Management)

Drawing from various perspectives, Charles Betz dissected and derived new definition for IT Value. What is IT Value? [http://www.lean4it.com/2012/06/what-is-it-value.html] (erp4it)

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