Fresh Links Sundae – July 29, 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.

If your service desk is still delivering services via only the traditional methods, Robert Stroud suggested it may be time to look into new and innovative methods to engage the business community. Today’s Service Desk Must Have “Social and Mobile” (CA on Service Management)

Although being accessible to the customers is very important for a service desk, Rob England proposed it is just as critical for the service desk staff to have the time they need for training and team building activities. The service desk isn’t here right now (The IT Skeptic)

Managing changes in organizations is rarely easy or trivial. Using a real-life example, Liz Ryan explained how buy-in for changes should be handled. Need Buy-In From the Team? Open Up (Businessweek)

How to leverage available information effectively in an enterprise is always a concern, and Patrick Gray discussed what to keep in mind when examining the big data use cases. Is Big Data big hype? (TechRepublic)

If you are working on putting together a service desk support process for your organization, Alicia Choo posted a sample operating procedure document that may help in your endeavor. Service Desk and Site Support (Choofca’s Brain Dump)

One challenge of managing IT personnel is having a workable framework for defining jobs, hiring candidates, and keeping the employees engaged and growing. SFIA is one possible framework that can be used for managing IT workforce, and Ros Satar discussed what SFIA is and how it can be used for ITSM work. SFIA & ITSM (Skills for the Information Age) (The ITSM Review)

Pink Elephant has published its Incident, Problem, and Change Management Metrics Benchmark update with an analysis of voluntary survey responses by IT managers across the globe since early 2010. Incident, Problem, and Change Management Metrics Benchmark – July 2012 (The Pink News Blog)

Because most of us always try to effectively juggling as many projects we can, Adriana Beal made five observations on how to improve your productivity. How to Be Super Productive and Effective (Bridging the Gap)

Current period of slow employment growth is something not many of us have experienced before. Peter Cappelli wrote a book about the current phenomenon and discussed his viewpoints during an interview. Why Good People Can’t Get Jobs (Knowledge at Wharton)

Using past IT examples, Bob Lewis discussed how migrating applications to cloud is no trivial setup and why. Migrating to the cloud means more work than you think (InfoWorld)

Fresh Links Sundae – July 22, 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.

Organizations call their service desk function by different names, Jeff Wayman advocated that name is not as important as how you deliver the services and offered five areas to think about. Help Desk, Service Desk – 5 Items That Matter More (ITSM Lens)

By failing to build relationships and to educate business through meaningful discussions, Bob Lewis explained why IT made it easier for business to bypass it. Why “the business” bypasses IT (IS Survivor Publishing)

Leveraging from his experience of helping IT managers, Jay Long suggested eight things that IT operations managers should avoid doing. IT Improvement: The 8 Commandments for an IT Operations Manager (Plexent Blog)

Met during the recent Knowledge12 conference, April Allen of KnowledgeBird and Jarod Greene of Gartner sat down and chatted about Greene’s work and the upcoming IT Service Support Management (ITSSM) Magic Quadrant study. The players haven’t changed, but the game has (The ITSM Review)

With many organizations cutting IT investment and under-cutting their capability to compete, Susan Cramm suggested what organizations can do to get back on track. You Can’t Cut Your Way to Success (Valuedance)

If you are working on putting together a process assessment exercise for your continual service improvement practice, Alicia Choo posted a couple of sample documents that may help in your endeavor. My take on ITSM and IT Governance: Continual Service Improvement (Choofca’s Brain Dump)

Taking an excerpt from a Global Knowledge white paper, Errol Thomas explained how relationship can strengthen a business analyst’s effectiveness. For the Business Analyst: Why Relationships Trump All! (Global Knowledge Training Blog)

Reflecting on his past interactions with the late Stephen R. Covey, Greg McKeown talked how Covey’s teaching and pursuit to make a difference had inspired him. Stephen R. Covey Taught Me Not to Be Like Him (Harvard Business Review)

To support an organization’s needs to sustain and to grow, Jeff DeGraff outlined seven areas where leaders can fail and how to improve their odds of succeeding. The Seven Deadly Sins of Innovation Leaders [] (Management Innovation eXchange)

Having access to a well-matched career coaches can be invaluable to one’s career, Kathy Simmons gave suggestions on how to find a career coach that is right for you. How Do You Find the Right Career Coach? (The Executive Update)

Fresh Links Sundae – July 15, 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.

With many organizations struggling with service catalog initiatives, Stephen Mann provided some short-term and long-term recommendations on what to do. Getting A Service Catalog: So Much More Than Buying A Tool! (Forrester Blogs)

Inspired by a recent twitter chat for itSMF Australia, Rob England shared some perspectives why the full adoption of BYOD may not be appropriate for all organizations until some fundamental issues can be worked out. A little chat about BYOD The IT Skeptic

Although the topics of cloud and mobile computing may dominate the IT discussions these days, Bob Lewis suggested that collaboration is what’s really required for a next-generation IT. Next-gen IT: It’s not about BYOD (InfoWorld)

Referring to a recently published book “The Physics of Business Growth: Mindsets, System, and Processes,” Don Tennant shared the book authors’ views on what anti-innovation practices to avoid. How the Entrenched Ways that Companies Think Are Stifling Innovation (ITBusinessEdge)

Presenting as a unique challenge to IT, Martin Perlin collected and shared ten points of view from experts at Gartner, IDC, InformationWeek and more. 10 Insights into the Impact of Shadow IT (Evolven Blog)

Attempting to answer the question, Laura Brandenburg explained that the difficulty is not so much with the BA people but with the reality where a lot of changes are often facilitated by the BA work. Why Business Analysts Are Difficult People (Bridging the Gap)

While one does not have to be in a management position to show leadership, Jim Taggart talked about six challenges he must take on to become a better leader. The 6 Inner Leadership Selves (ChangingWinds)

Sensing that sometimes people get caught up on the tool rather than the meaning and purpose behind the tool, Jason Little talked about the competence/consciousness model when any new process or change is introduced. Kanban isn’t the Point (Jason Little)

Switching career can be a risky endeavor; Bill Barnett made some suggestions on how to learn about a new profession before diving headfirst into it. Try Out a New Career Before You Make the Leap (Harvard Business Review)

While some people can be seen as charismatic, Jeff Haden suggested that charisma is not something you have but something you can earn by consistently following certain habits. How to Be More Charismatic: 10 Tips (Inc.)

Fresh Links Sundae – July 8, 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.

Taking a customer point of view, Stephen Mann discussed 12 areas where the service desk should consider for delivering outstanding customer service. 12 Pieces Of Advice For IT Service Desks – From A Customer! (Forrester Blogs)

Presented at the recent OVUM conference on ITSM in London, Barclay Rae showed us some solid, practical tips on how to get your ITSM effort off the ground and running. Tips for ITSM Goodness (Barclay Rae Website)

If you are working on putting together a monitoring or event management practice, Alicia Choo posted a couple of sample documents that may help in your endeavor. My take on ITSM and IT Governance: Event Management (Choofca’s Brain Dump)

With the recent service outage of the Royal Bank of Scotland and a few other banking institutions, Ros Satar tried to piece together a coherent view of this major incident and what we can learn from it. The RBS Glitch – A Wake Up Call? (The ITSM Review)

With technology often being the center of innovation, Perry Rotella talked about how IT organizations, large and small, can create environments that encourage innovation and agility to facilitate growth. CIO = Chief INNOVATION Officer (IT Transforming Business)

With the competing views of IT talent shortage vs. personnel glut, Robert Cringely discussed why this is such a difficult labor issue in IT. IT class warfare — It’s not just IBM (I, Cringely)

Because not everyone share one single viewpoint, Seth Godin explained why tailoring your messages to different audience bases is important for getting your points across. Superman, Batman and worldviews (Seth’s Blog)

Even though both strategies may sound similar, Jeff Hayden explained why one strategy will come out way ahead over the long run. Business Strategy: Be an Opportunist or Opportunistic? (Owner’s Manual)

Concerned about the over-consumption of information by our minds with the social web technologies, Anna Farmery gave suggestions on keeping our minds fit. Exercises for the Obese Mind (The Engaging Brand)

With pay for performance a common practice these days, Bob Sutton discussed why one particular practice, the forced-ranking system, can sometimes create unnecessary internal competitions and stifle cooperation. Dysfunctional Internal Competition at Microsoft: We’ve seen the enemy, and it is us! (Work Matters)

Fresh Links Sundae – July 1, 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.

Leveraging the results from a recent Forrester report, Stephen Mann explained how the combination of service management and automation can produce amplified benefits for business. IT Service Management AND Automation: Now That’s A Double Whammy Of Business-Enabling Goodness (Forrester Blogs)

Observing the increasing demand for business innovation leveraging technology innovations, Robert Stroud advocated that the need to balance operational excellence with strategic portfolio management is becoming a primary discipline for IT professionals. Evolve From Managing Technology to Delivering Innovative Business (CA on Service Management)

Following up to his earlier tutorial on service catalog, Rob England gave his take on what makes a technical service catalog and how his position differs from the ITIL book authors. What is a Technical Service Catalogue? (The ITSM Review)

Citing two potential causes of compensation practices and 24/7 career demands, Bob Lewis hypothesized why people fall into the trap of thinking other people’s work should be easy. What makes work easy [] (IS Survivor Publishing)

As the use of jargons continues to persist in IT, Jeff Wayman explained how jargons can be obstacles to good communication and collaboration. Help Desk Jargon: The 10 Worst Offenders (ITIL Edition) (ITSM Lens)

Although many of us fail to escape from the Parkinson’s Law, Mark Horstman proposed a different way to look at how we use time. Parkinson Owns Us (Manager Tools)

Using examples from other aspiring business analysts, Laura Brandenburg demonstrated that many techniques used by the blog readers to analyze operations or processes are very closely related and quite transferrable as BA techniques. How to Demonstrate That You Are a Business Analyst: 3 Real Examples of Transferable Skills (Bridging the Gap)

Drawing from her coaching experience, Anna Farmery gave suggestions on what to do to live the life you want, instead of living the life you get. How to Get the Best Out of Yourself (The Engaging Brand)

Leveraging the information from a recent study, Don Tennant discussed why employees who are mentored are more likely to give similar developmental support to others. Employees Who Are Mentored Pay It Forward, Study Finds (ITBusinessEdge)

On the lighter side, Dr. Sutton shared this great piece from another reader. A Different Version of the Creation Myth (Work Matters)