Fresh Links Sundae – January 27, 2013 Edition

http://www.dreamstime.com/-image28379626Fresh 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 them at least thought-provoking or something of value.

Big data was a hot technology topic in 2012. Bob Lewis discusses the trend and its suitability to organization in terms of the organizational players involved, the degree of affordability, and the disruption to the enterprise. Don’t expect big-time results from big data (InfoWorld)

Although IT Asset Management can be an under-appreciated function with many organizations, Jon Hall suggests four tactics that IT Asset Manager can use to make their value to the organization more visible and impactful. ITAM 2015: The evolving role of the IT Asset Manager (Evolving ITSM)

In a two-part post, Andrew Horne looks at seven common pitfalls that cause scorecards to fail and outlines some metrics currently used by the most progressive organizations. The Seven Pitfalls of IT Scorecards and Five Metrics for Your 2013 IT Scorecard (CEB IT Blog)

A popular ITSM metric is the measurement of incidents and how quickly we were able to help our customers recover from them. Dan Kane advocates that simply measuring incident resolution rate is not sufficient – focusing on the overall customer experience is. Rethinking the Role of Incidents in Service Management (Hazy ITSM)

With the general technology competency level rising amongst the end users, the notion of self-supported user population may result in the eventual phasing-out of the service desk. Patrick Gray explains why general users’ familiarity with technology doesn’t necessarily translate into troubleshooting capability. Don’t be premature in closing your help desk (TechRepublic)

In an era where companies accumulate a great deal of information about us, Anna Farmery talks about big data as a business opportunity for companies that embrace the concept of trust, transparency, and responsibility. Big Data – Being Open Can Bring Success (The Engaging Brand)

An effective speaker is often an audience-centric speaker. In a three-part post, Andrew Dlugan describes what audience analysis is and the types of questions a speaker should be asking about his audience. Part 1: How to Conduct Audience Analysis Part 2: Audience Analysis: A Guide for Speakers Part 3: How to Improve Your Speeches Through Audience Analysis Part 4: Worksheet Download (Six Minutes)

In comparing “I don’t” vs. “I can’t,” Heidi Halvorson talks about why one mindset is much more empowering than the other. The Amazing Power of I Don’t (rather than I Can’t) (Dr. Heidi Grant Halvorson)

In every discipline, there are stars recognized for their extraordinary results or contribution. Adriana Beal discusses three traits that star business analysts have in common. 3 Characteristics of Star BAs (Bridging the Gap)

Although the terms “purpose” and “goal” may appear to be similar in definition, Marshall Goldsmith explains what makes those two terms different. Mission Control: Putting Our Purpose Above Our Goals (Marshall Goldsmith Personal Blog)

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