Fresh Links Sundae – December 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.

Reflecting back on a similar blog post from 2012, Stephen Mann outlines what we learned from practicing ITSM in 2012 and what to look forward to in 2013. The Top 10 IT Service Management Challenges For 2013 – But What Did You Achieve In 2012? (Forrester Blogs)

Sometimes having too much of something can create similar problems as not having enough. Bob Lewis suggests that happiness often comes down to knowing what you have and how it compares with others. A holiday card to the IT industry, 2012 (InfoWorld)

As a follow-up to his recent article on problem management, Rob England talks about that root cause analysis is much more than just finding that “one” cause that resulted in the failure of the system. Root Cause – Railways don’t like derailments (The ITSM Review)

Although the financial and productivity analysis for BYOD programs has been mixed, Jon Hall advocates that organization should still consider BYOD programs and have some level of trust of their employees to find the best tools for themselves. Of course there is value in BYOD, and users know where to find it. (Evolving ITSM)

Many organizations use social media technologies to enhance their brands, but not everyone practice social media with the same, high level of skills and awareness. Kirstie Magowan outlines several suggestions on how to mitigate or repair the damages when something goes horribly wrong. A new disaster recovery specialty (Common Sense and Service Management)

Significant time and money are spent recreating and managing documents around and outside most organizations. Patrick Gray believes we already have the tools and can make a better use of them. Tools for mitigating time and money lost to poor document management (TechRepublic)

Finding a job or a career that blends and balances the talent, passion, and market considerations is not easy for most people. Gianpiero Petriglieri explains what questions we should be asking of ourselves and what factors to consider. Finding the Job of Your Life (Harvard Business Review)

Drawing from his past experience as a student, Marshall Goldsmith explains why it is often easy to stay self-centered and to see our problems reflected in others than it is to see them in ourselves. Seeing Ourselves as Others Do (Marshall Goldsmith Personal Blog)

Hiring is easily one of the most critical tasks a manager does for his organization. Jeff Haden outlines six reasons why bad hiring happens and what can be done to mitigate such risks. 6 Reasons Why You Hire the Wrong People (Inc.com)

Because robots have no feelings and can be programmed to be objective and compliant, Scott Adams suggests that robots will likely replace the middle management sooner than with the skilled labor. The Future of Middle Management (Scott Adams Blog)

Fresh Links Sundae – December 16, 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.

While ITIL may advocate the concept that problems come into play only after incidents had occurred, Rob England gives an introduction into what a proactive problem management process should look like and address. Proactive Problem Management (The ITSM Review)

In a two part series, Abhinav Kaiser outlines the steps for setting up a software license management process in your organization. Best practices for software license management [Part 2] (TechRepublic)

Implementing a service catalog can sometimes turn into a major undertaking for many organizations. Barclay Rae gives an overview of why having a service catalog, what it should look like, and what to expect when putting one together. Service Catalog is Simple…or Should Be (Barclay Rae Website)

Most people would agree with the notion that change is the norm in our time. Karen Ferris explains why the desire of staying static and avoiding changes is no long an option. CHANGE: Don’t be a statistic [] (The ITSM Review)

Reflecting from a recent McKinsey Quarterly article “Capturing value from IT infrastructure innovation,” Gregory Tucker shares his view of what the service management concept is turning into. Service Management Is Dead (Tracted IT Management)

In this information-rich age we live in, managing knowledge and classifying information can be a formal challenge. Aprill Allen discusses two methods of information classification schemes and how they can be used together. Taxonomies and Folksonomies (Knowledge Bird)

In a presentation to a group of computer science students in London, Simon Morris describes the software development methodology used within his organization. ServiceNow development methodology presentation to QMUL (ServiceNow Community)

Instead of making the typical New Year resolutions that get quickly deferred or forgotten, Jeff Haden outlines 21 goals that can go a long way to improve your personal effectiveness. 21 Things That Beat Your New Year’s Resolution (Inc.com)

Like so many things in life, the subject of leadership does not have one single source of truth, but a number of competing ideas or opinions. Jim Taggart suggests what each of us can do to better understand the field of leadership and management. A Big (Obvious) Idea for Leadership–There Are NO Experts! (ChangingWinds)

Seth Godin talks about how companies start in serving the niche market. Later on, some of those companies transform their products/services to serving the mass market. I think supporting the IT technologies in organizations has gone through the similar transformation as well. The question remains is how should an IT department deal with the two very different market/user segments within their own organization. The cycle of customers who care (Seth’s Blog)

Fresh Links Sundae – December 9, 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.

Working with Paul Wilkinson of GamingWorks, Stephen Mann describes some of the customer-oriented issues that IT is still facing and what can IT do to improve the situation. How Gremlins And Vanilla Ice Can Help Us Deliver Better IT Services (Forrester Blogs)

Because the new value IT delivers comes in the form of the new and enhanced applications needed to enable business changes, Bob Lewis outlines six suggestions where an IT organization can speed up the IT side of business change projects. 6 tips to break app dev bottlenecks (InfoWorld)

Responding to a recent discussion on Twitter and Back2ITSM about the service catalog, James Finister explains what myths have surrounded the service catalog concept and what we can do with service catalog to extra real value. We Need to Talk About the Service Catalogue (Core ITSM)

Making the observations that there are many under-utilized or abandoned IT systems and processes, Rob England discusses the reasons why those systems eventually turn into ruins and fossils in the land of IT. IT archaeology (The IT Skeptic)

The complex business workflows today often cross many organization silos. Alex Honor discusses where some of the pain points in handoffs are and how to fix them. Improving Flow: Fix the Handoffs to Remove Your Worst Bottlenecks (dev2ops)

Dealing with two potential camps of constituents who require different sets of information from the ITIL framework, Stuart Rance suggests that perhaps another set of publications that focusing on the leading edge practices maybe an answer. Is it time for a two-speed ITIL? (The ITSM Review)

Many of us are increasingly tied to our electronic devices and find it difficult to disconnect because of our fear or dislike for boredom. Kirstie Magowan explains why we need to disconnect from time to time and treat boredom as an opportunity. When was the last time you were bored? (Common Sense and Service Management)

Believing in that we are on the cusp of what he calls “The Human Age,” Umair Haque proposes what we all can do to help fix the world in which we live in. How to Fix Your Soul (Harvard Business Review)

When delivering custom work, Seth Godin talks about why helping a client envision what they want before they see it is a worthy endeavor. Avoiding “I’ll know it when I see it” (Seth’s Blog)

Finishing presentations on-time is an important speaking skill. Andrew Dlugan outlines five suggestions that speakers can use to better control their presentation timing. Presentation Timing: 5 Tips to Stay On Time and Avoid Audience Wrath (Six Minutes)

 

Fresh Links Sundae – December 2, 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.

While many organizations may view ITSM as a simple exercise of implementing the processes in the ITIL books, Kirstie Magowan explains why “implementing” ITIL is missing the point and how not to lose the big picture. Repeat after me: “I am not IMPLEMENTING ITIL®” (The ITSM Review)

It is human nature to seek out the quick and simple solutions to business problem, and ITSM is no different. David Ratcliffe explains why IT Service Management is all about the challenge of leading and managing people. My 1, 2, 3 of ITSM: Or, What Is IT Service Management REALLY All About? (Pink Elephant)

Many organizations would like to get a much better handle on the tracking and utilization of their IT asset. Jon Hall talks about why he thinks IT Asset Management has an image problem and what we can do to address and improve the situation. Let’s work together to fix ITAM’s image problem (Evolving ITSM)

Partly spurred by Jon Hall’s insights on IT Asset Management, Stephen Mann talks about the current state of Software Asset Management effort in many organizations and presents a quick analysis. The Rise, Fall, And Rise Of Software Asset Management: It’s More Than Just A “Good Thing To Do” (Forrester Blogs)

We all had our fair share of working with ineffective managers or bosses. Bob Lewis gives two suggestions on what can leaders do to prevent or to minimize the negative effects of having ineffective managers in their organizations. An ounce of bad-boss prevention (IS Survivor Publishing)

Gamification has been a popular topic in the IT service management space lately. Martin Grobisen shares his opinion on why such reward and recognition mechanism may not be as effective as some would like to believe. Service Desk Gamification – Not the Priority (ITSM Lens)

Compelled by a recent debate on the need for service catalog, Rob England outlines his view of why service catalog is a critical foundation to any IT service provider organization. Service catalogue and service request catalogue (The IT Skeptic)

Responding to a recent LinkedIn discussion where someone advocates that incident priority should never be changed once determined, Gregory Tucker expresses his view on why the incident prioritization is much more dynamic. Changing Incident Priority and Incident Prioritization in Detail (ITSMinfo.com)

It is almost the end of 2012. Bob Sutton updates his reading list and shares them with his blog readers. 11 Books Every Leader Should Read: Updated for 2012 (Bob Sutton)

Being a parent can be a fulfilling life experience, but you don’t need to be a parent to appreciate what Rachel Martin has written for all of us to think about. 43 Life Lessons that Kids Teach Us. (finding joy)