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)

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