Fresh Links Sundae – September 30, 2012 Edition

Fresh Links Sundae encapsulates 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.

Estimating projects accurately and keeping project execution on track can present major challenges for many organizations. Bob Lewis makes several suggestions on how to effectively manage your project portfolio. The ins and outs of IT project portfolio management (Advice Line)

If you are working on putting together a Supplier Management process for your organization, Alicia Choo posted a sample operating procedure document and a few other support documents that may help in your endeavor. My take on ITSM and IT Governance: Supplier Management (Choofca’s Brain Dump)

The word “warranty” can carry different meanings for different organizations when working with the service providers. Benjamin Whitehead talks about the essential elements to consider when defining warranty with service providers. What can be considered ‘warranty’ for a managed IT service? (ITSM Portal)

Considering the critical role intellectual property (IP) plays in an organization’s competitive advantage, Perry Rotella advocates that CIOs should step up and lead the protection of the organization’s IP. What Good is Innovation if It’s Not Protected? (Forbes)

After publishing his weekly career management newsletter for the last 10 years, Nick Corcodilos lists four top Q&As his readers have cited among their favorites from the past editions. 10th Anniversary Special: 4 Top Answers from The Archive (Ask The Headhunter)

Referring to an article on The New York Times, Bob Sutton reflects his viewpoints of how leaders can leverage hierarchy and respect to enhance performance and well-being among the people he leads. Rare Wisdom from Citrix CEO Mark Templeton about Hierarchy and Respect (Work Matters)

Drawing parallels between Texas Hold’em and job searches, Laura Brandenburg provides suggestions on how to stay in the game long enough so you will eventually find a winning hand. Agonizing Over Your Resume? Go All In! (Bridging the Gap)

When it comes to identifying interpersonal challenges in successful people, Marshall Goldsmith explains why the higher you go, the more your problems are behavioral. People Skills (Marshall Goldsmith Personal Blog)

While it is important for organizations to develop, disseminate, and support codes of conduct, Bret Simmons advocates that it is just as wise to design systems that attract, retain, and promote those people who live and work above the code. Above The Code (Positive Organizational Behavior)

When it comes to managing our own careers, Gianpiero Petriglieri, associate professor at INSEAD, explains in this video what we can all learn from artists. The Art of Career Development (Harvard Business Review)

Fresh Links Sundae – September 23, 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.

While the BYOD movement can present some control or security-oriented challenges, Robert Stroud explains that the BYOD movement can be very similar to the earlier PC movement and how organization can adapt and benefit from BYOD. The “Bring Your Own Device” Phenomena! (CA on Service Management)

Many of the newest entrants to the workforce are the first generation of do-it-yourself (DIY) technologists. IT leaders can leverage such DIY support to everyone’s advantage, according to Patrick Gray. How to leverage support for the DIY generation (TechRepublic)

Using a recent air travel experience as an example, Robert Stroud explains why implementing processes without paying attention to customer reactions is really missing the point. Hiding behind ITIL and making customers hate you! (CA on Service Management)

Referring to the information from a recent MetricNet webinar, Martin Grobisen discusses what factors an organization should take into account when projecting and calculating the ROI of the service desk. Doing the Math for Service Desk ROI (ITSM Lens)

Leveraging a recent home building experience, Kirstie Magowan talks about how building ITSM capability in your organization can be very similar to building your own home. Building your ITSM home (Common Sense and Service Management)

Estimating the costs of an IT project can seem like an art form rather than science, Bob Lewis gives suggestions on practicing the art of IT project estimating. The black art of estimating IT project costs (Advice Line)

Being a strong advocate of purpose and how it drives our behaviors, Bret Simmons discusses on why assuming responsibility for yourself is the foundational act of service toward others. The Purpose of Assuming Full Responsibility (Positive Organizational Behavior)

Many factors can turn into risks and weaken a team’s performance over time. Keith Ferrazzi outlines three risks to watch out for and ways to mitigate them. Three Symptoms of a Vulnerable Team (Harvard Business Review)

With a bit of discipline and the help of technology, Seth Godin gives suggestions on how anyone can accumulate and turn small deeds into noticeable results over time. The simple power of one a day (Seth’s Blog)

Anyone who had led a change effort can appreciate the blog post. Mark Horstman explains why implementing changes is hard, largely due to our natural tendency of risk aversion. Change is Hard…For a Reason (Manager Tools)

Fresh Links Sundae – September 16, 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.

ITSM SaaS solutions have been gaining popularity with many IT shops. Stephen Mann discusses the selection criteria and the considerations when selecting an ITSM toolset, SaaS or not. SaaS for ITSM: Getting Past The Hype (Forrester Blogs)

While many IT organizations try to avoid dealing with projects that are considered “shadow” and under the radar, Bob Lewis explains why it also makes sense for IT to find and support the “shadow IT” projects. Never mind shadow IT. How about shadow projects? (IS Survivor Publishing)

With a number of discussions and the push for Green IT concept, Rob England shares his feelings about the movement and why he believes the impact of green or sustainable IT will be negligible. Green sustainable IT is a sop to middle class consciences (The IT Skeptic)

Many outsourcing arrangements frequently bundle ITSM tools implementation as part of the deployment. Ros Satar explores ways to improve the effectiveness of the ITSM solution without getting lost in the deployment shuffle. Will it ever be possible to innovate in outsourcing deployments? (The ITSM Review)

Because technologies progress and change quickly, strong problem solving practices have always been an important part of IT. Simon Morris demonstrates a problem solving example using the Kepner Tregoe Problem Analysis process. A structured approach to problem solving (The ITSM Review)

Running a service desk can be a complex and labor-intensive operation. Benjamin Whitehead suggests ten things the service desk should avoid doing for efficiency and effectiveness reasons. 10 Things your IT Service Desk should NOT be doing (ITSM Portal)

The Knowledge Centred Support (KCS) concept has received some attention from the ITSM community lately. Aprill Allen discusses her early impression and the approach of leveraging KCS using forum-based knowledge bases. Adapting the KCS article lifecycle to Zendesk forums (Knowledge Bird)

After years of focusing on costs, many senior leaders are finding that their organizations are not up to the task of searching for and attaining the top line growth. Susan Cramm outlines ways anyone can use to renew her focus, to build better relationships, and to improve results. What Would Your Successor Do? (Valuedance)

Replaying from his person experience, Tobias Nyberg suggests ways to make progress in the ITSM initiatives from a grass root level and without explicit management support. Guerilla ITSM: When management doesn’t care [] (The ITSM Review)

Leveraging ideas from J. Allan McCarthy’s book, “Beyond Genius, Innovation & Luck: The ‘Rocket Science’ of Building High-Performance Corporations,” Don Tennant shares the author’s tips for building a successful, effective team. Best and Brightest, Like Star Players, Need to Be Able to Work as a Team (From Under the Rug)

Fresh Links Sundae – September 9, 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.

Because people are often the most critical factor for ITSM success, Stephen Mann relays some people-oriented guidance from his colleague, Eveline Oehrlich, and his own on how to put together the best roles and skill sets in place. Staffing For IT Service Delivery Success: Think Employee, Think Customer, Then Repeat (Forrester Blogs)

Many organizations try to minimize the presence of shadow IT because they can present unmanaged risks. Instead of trying eliminating shadow IT, Bob Lewis suggests how embracing shadow IT might help improving outcomes from the revenue and costs perspectives. Stop stomping out shadow IT (IS Survivor Publishing)

Finding competitive advantage through continuous innovation is already an established idea, and IT can be a major contributor to that movement. Damon Edwards explains how the DevOps concept can enable the IT organization to be better leveraged by the business. Use DevOps to Turn IT into a Strategic Weapon (dev2ops)

One key benefit of the problem management process is to enable organizational learning. Barclay Rae suggests one important thing to do in order to get the most out of a problem management exercise. Problem Management Success – Start Using Causal Closing Codes (BarclayRae Website)

If you are working on putting together a Release Management process for your organization, Alicia Choo posted a sample operating procedure document that may help in your endeavor. My take on ITSM and IT Governance: Release Management (Choofca’s Brain Dump)

Referencing to several government-published resources on the BYOD movement, Martin Grobisen talks about the importance of formulating and putting a policy in place to address BYOD. Time to Implement a BYOD Policy (ITSM Lens)

With social media being one of the many options for building a brand, Anna Farmery outlines five steps to leverage social media for marketing. Five-Step Social Media Marketing Plan (The Engaging Brand)

Hiring consultants can be expensive and sometimes without the desired results, Patrick Gray outlines several ways to avoid wasting money and get the most benefits out of the consult’s help. How to win friends and waste money on consultants (TechRepublic)

Although effectiveness leadership can encompass different things to different people, Jeff Haden talks about the personal lessons he learned about leadership and suggests five ways he has used to improve his own effectiveness. 5 Leadership Lessons You Won’t Learn in B-School (Inc.com)

Because the IT organization is often entrusted by its company with access to many vital assets, Don Tennant suggests that trustworthiness is the most important, foundational characteristic for people in an IT organization. Don also outlines a few ideas for detecting deception when a breach has occurred. Tips on Detecting Deception in Your IT Organization (From Under The Rug)

Fresh Links Sundae – September 2, 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.

I am a fan of the DevOps concept, and I freely admit it. Robert Stroud gives his observations and suggests potential projects that could be suitable for embracing DevOps. DevOps, fad, reality or simply the death of ITIL (CA on Service Management)

While most system monitoring systems focus on watching performance and availability anomalies, Sasha Gilenson suggests that neglecting change and configuration monitoring can also result in just as much as suffering. Monitoring Sucks (and What We Can Do About It) (Evolven Blog)

Coming back from the LEADit 2012 conference, Aprill Allen explains why the approach of collaboration is more practical to than the practice of knowing and controlling everything. The Future is Practical (Knowledge Bird)

Using examples from his firm, Perry Rotella describes what strategy an IT leader can leverage to track and to incorporate emerging technologies for facilitating business growth. To Claim the Role of Chief Innovation Officer, Think about IT Differently (Forbes)

While a merger can be a tremendous change management event, Patrick Gray suggests what IT leaders should do to successfully manage the transition. IT leaders: How to survive a merger (TechRepublic)

Modeling a complex business process can sometimes result in participants being stuck on an analysis exercise and unable to move forward. Laura Brandenburg shows us the ways to get ourselves unstuck when that happens. 5 Ways to End Analysis Paralysis on Your Next Business Process Model (Bridging the Gap)

Considering failure can be a great teaching tool, Jeff Haden describes one type of failure that should also be embraced. Most Important Failure You Haven’t Embraced (Inc.com)

With the availability of the social media platforms, Ted Rubin explains how advertising activities differs from the marketing ones and how social media is facilitating both sets of activities. Is Social Blurring the Lines between Advertising and Marketing? (Straight Talk)

Learning from the recent episode where United Airlines mishandled the travel of an unaccompanied minor, Bob Sutton discusses his thoughts on the different levels of organizational accountability. There is also a follow-up post on this topic. Felt Accountability: Some Emerging Thoughts (Work Matters)

Businesses continue to change, and changes often result in loss or casualty somewhere within the organization. It is always refreshing to see something that is a straight talk without the usual corporate double-speak and fluff. PopCap Update from John Vechey (Blog Ride!)