Fresh Links Sundae – October 28, 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.

I take an avid interest in computer gaming and actively play a few myself. It was cool for me to read Keith Ferrazzi’s article on ways where virtual teams can successfully collaborate using a gaming analogy. How Successful Virtual Teams Collaborate (Harvard Business Review)

Although the nature of innovation and changes can seem conflicting to IT’s fundamental goal of keeping things running with great stability, Robert Stroud talks about why IT Operations must balance the need to facilitate innovation while still keeping the existing business solutions working and operational. IT Operations must accept risk and innovate (CA Service Management)

JavaScript Injection is an approach that can be used to monitor application performance from the end-user experience perspective. Jonathan Ginter explains why such method is not without risks and the implications for deploying such method in your application environment. Monitoring 101 Myth – JavaScript Injection is Safe (BMC Communities: DevOps)

Merger and acquisition activities can put up some very formidable challenges for IT to integrate various business operations. Sasha Gilenson describes what those challenges are and what can organizations do to integrate more effectively. Mergers & Acquisitions Road is Bumpy for IT Operations (Evolven Blog)

Advocating for solid documentation that support the process effectively and with minimum waste, Simon Morris talks about how to factor in user personas when writing productive and useful process documentation. ITSM User Personas (The ITSM Review)

Using the term “cul de sacs” as a reference from Seth Godin, Laura Brandenburg outlines the harder things to work on that will propel you much more towards your BA goal. Why You’re Not Achieving Your BA Career Goal (Bridging the Gap)

Citing information compulsion as a source of annoying habits and interpersonal flaws, Marshall Goldsmith explains why inappropriate sharing of information and emotions from leaders can be counter-productive and outlines four ways to change and to create a win-win exchange. Change for the Better (Marshall Goldsmith Personal Blog)

Many organizations (IT or others) set up customer service function to accomplish objectives. Seth Godin sums up what customer service is all about and what good customer service should subsequently lead to. The only purpose of ‘customer service’… (Seth’s Blog)

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