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)

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