Fresh Links Sundae – November 25, 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.

The inability to reach workable decisions often contributes to the perception or reality that IT is a bottleneck to the business. Bob Lewis explains how playing the game of bridge can offer a lesson in business decision making. Next-gen IT trump card: Trust (InfoWorld)

While preparing for her upcoming presentation at TFT12, Kirstie Magowan shares her thoughts on what impact social technologies and events like TFT12 will have on professional association membership in general. The future is now…be part of it (Common Sense and Service Management)

Working with his ITSM colleagues, Tobias Nyberg discusses what he had to do in order to overcome an organizational inertia of getting other members in the organization to adopt the use of the ITSM tool. Not invented here (The ITSM Review)

As an IT manager, I believe hiring technical professionals can always benefit from a consistent, structural approach that is fair and thorough. Chris Foot outlines the approach that his organization uses to recruit and screen DBA candidates. The Art of the Interview (Remote DBA Experts)

During a recent interview with Oleg Skrynnik of Cleverics, David Ratcliffe shares his views on the Pink Elephant conference and the future prospect of ITSM. Talking About The Past, Present & Future Of Pink & ITSM (Pink Elephant)

Reacting to a recent research report on IT customer service impact to the business, Rob England gives his interpretation of the report, and why he does not quite accept the premise that there is a causal link between high levels of service and productivity. How interpretation of statistics can distort any picture (The IT Skeptic)

We often find ourselves selling and promoting many products or idea. Mark Goulston suggests four tactics to use to get people to take notice and tune in to your messages. How Do You Grab People’s Attention? (Usable Insight)

We often choose to follow someone as a role model based on how much similarities we see between us and the role model persons. Jeff Haden advises why such approach can be problematic and how we can look at this differently. Role Models: Why You Might Need a New One (Inc.com)

Using a camping example, Seth Godin talks about how setting up a camp fire can also apply to how we market and promote. Wasted kindling (Seth’s Blog)

Communication breakdowns in organizations can hinder or adversely affect their operations.  Marshall Goldsmith discusses why these lapses happen and how they can be avoided. Sharing is Caring (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – November 18, 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.

From his article at the recent ITSM 12 conference, Robert Stroud explains why the Service Manager needs to be more versed in the business and less in technology, a transition from a purely operational role to a more business oriented one. Delivering ‘Innovative Business’ – The Next Challenge for Service Managers (Service Management – CA Technologies)

Using a railroads operation example, Rob England discusses what a Problem Management process is and how it differs from Incident Management. Problem Management Defined (The ITSM Review)

When measuring the effectiveness of your knowledge management effort, Simon Morris talks about the use of metrics and how to improve them to yield a more meaningful measurement. Tracking user behaviour with Cohort Analytics (ServiceNow Community)

Referring to the recent NY Times columnist Nate Silver’s work on the presidential election, Bob Lewis talks about why hard evidence and careful analysis really should be the cornerstones of business decision-making. The cloud of intellectual relativism has a Silver lining (IS Survivor Publishing)

Although nature disasters tend to grab our attention as prominent threats to the business, the human risk factors should not be overlooked. Kirstie Magowan outlines the approaches we can take to minimize the human risk factors in order to protect the business from avoidable threats. Take care of your human risk factors first (Common Sense and Service Management)

Although there are many poorly implemented SLAs and some people are calling for its abolishment, Barclay Rae advocates that there are better ways to arrive at a solid SLA that is valuable to ITs customers. SLAs (Barclay Rae)

Attracting great people who can fit well into an organization is a common challenge for many hiring managers. Nick Corcodilos explains why hiring great people should be based on common interests, not common desperation. Yada, Yada, Yada: Desperate hiring (Ask The Headhunter)

Talking with Cal Newport, author of So Good They Can’t Ignore You, Jeff Haden discusses why a popular career management belief might not be practical and require a second thought. Why ‘Do What You Love’ Is Terrible Advice [] (Inc.com)

I just finished the mentoring program with my Ascend USC student mentees, and I am going to miss working with them. To learn more about what else you can do bless the young ones you love, check out what Rachel Martin has suggested. 51 Things You Can Do That Will Bless Your Kids (finding joy)

While you are working hard to bless and empower your young ones, don’t stop there. Check out what Toni Birdsong has suggested you can do in their online worlds. Catch Your Kids Being Awesome Online (InternetSafety.com Blog)

Fresh Links Sundae – November 11, 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.

Referring to the recent research data from Forrester and Rackspace, Stephen Mann talks about how much poor IT service delivery can cost an organization and how to remedy the situation by focusing on the services, instead of the technologies. What’s The Real Cost Of Poor IT Support And Shoddy Customer Service? (Forrester Blogs)

While SMART goal certainly has its uses in business, Bob Lewis explains why SMART goals might not be such a smart thing to do in IT when they are used in a not so “smart” way. How management fads are killing IT (IT Management – InfoWorld)

Although personal digital technologies have transformed our technology experience dramatically, Rob England cautions that how we use/experience technologies at the personal level does not always translate directly to how businesses should plan/deploy technologies to achieve business outcomes. 2012 #3 Don’t confuse your personal digital experience with business (The IT Skeptic)

Leveraging from the Lean principles, Ben Newton explains why IT Operations should consider incorporate Lean into its activities and outlines several suggestions on doing that. Lean and DevOps – A revolution in IT Operations is on the way (BMC Communities Blog)

Having just returned from ITSM 12 (the 21st itSMF conference), James Finister shared what he saw and learned while attending and participant in the event. ITSM 12 (Core ITSM)

Before your organization launches the next round of social IT initiatives and tools, Melanie Karunaratne outlines the considerations that should be planned for and taken into account. Managing Social IT Channel: Look Before You Leap (LANDesk Blog)

Although winning is arguably the most important goal in sports, Marshall Goldsmith advocates that winning in the business environments takes more than keeping scores. It also involves understanding the organization’s goals and achieving the goals with the utmost enthusiasm and the highest level of performance. Is Winning Everything? (Marshall Goldsmith Personal Blog)

Using rhetorical questions in your speech effectively can enhance the speech’s impact.  Andrew Dlugan explores nine strategies of using such mechanism. How many ways can you use rhetorical questions in your speech? (Six Minutes)

Referring to John Gardner’s teaching on what university should stand for, Bob Sutton talks about the lessons that can be learned from, not just as a university professor but for everyone else. John Gardner on What a University Ought to Stand For (Bob Sutton)

While we find ourselves getting stuck over something from time to time, Seth Godin gives a simple tip to get pass the obstacle and get going again. The best way to get unstuck (Seth’s Blog)

Fresh Links Sundae – November 4, 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.

Citing the recent news and the survey results from the ITSM tools space, Stephan Mann advocates that ITSM Tools vendors should focus more helping their customers on solving business problems and improving customer experience while using the tools. More ITSM Tool Bells And Whistles, And Where The Real Focus Of Vendor Attention Should Be (Forrester Blogs)

The notion of management support has been preached by many as the pre-requisite to ITSM initiative success. Kirstie Magowan describes what management support for an ITSM effort should look like and the ways to obtain such commitment from senior management. Are your managers just going along for the ride? (Common Sense and Service Management)

While many knowledge management (KM) efforts focus on the reusability of knowledge captured, Adam Krob points out another metric that a support organization can use to improve its KM practice and effort. The Teeter-Totter of Knowledge Management: A Close-Up View of the New-vs.-Known Lever (HDIConnect)

While there are many who advocate the new and improved monitoring approaches, Jonathan Ginter explains why infrastructure monitoring is still a very much relevant component in your end-to-end monitoring solution. Monitoring 101 Myth – Infrastructure Monitoring is Old Hat (BMC Communities Blog)

Reflecting from her recent technology upgrade experience, Susan Cramm describes the roadblocks she ran into when upgrading her smart phone technology and how the lessons learned can be applied to other technology upgrade endeavors as well. 72 Hours of Technology Hell (Valuedance)

In IT we are often taught to prioritize process design over tool implementation, instead of the other way around. Gregory Tucker explains why the improvement of service and process often goes hand-in-hand with the implementation of the tools through automation. Process Before Tool (right)? (ITSMinfo)

Reflecting upon a recent office move project, Alicia Choo describes how IT and Facilities teams leveraged technologies and collaborated effectively in making the office move more seamless and less chaotic. The collaborative potential of WhatsApps and GoogleDocs (Choofca’s Brain Dump)

Relating to his personal experience, Marshall Goldsmith explains why the quality of information flow within an organization often is a good indicator of the quality of the organization. Failure to Communicate (Marshall Goldsmith Personal Blog)

Thinking back to his high school days, Bret Simmons talks about how one teacher’s action affected how he views personal responsibility and professional conducts. Mr. Owen’s Lesson: The Irresponsibility Tax (Positive Organizational Behavior)

Seth Godin discusses his thoughts on how consumers have become more willing to work with technology changes. The similar mindset shift could have similar impact on how we support our IT constituents. The bell curve is moving (mass geekery) (Seth’s Blog)