Fresh Links Sundae – July 22, 2012 Edition

Fresh Links Sundae encapsulates some pieces of 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.

Organizations call their service desk function by different names, Jeff Wayman advocated that name is not as important as how you deliver the services and offered five areas to think about. Help Desk, Service Desk – 5 Items That Matter More (ITSM Lens)

By failing to build relationships and to educate business through meaningful discussions, Bob Lewis explained why IT made it easier for business to bypass it. Why “the business” bypasses IT (IS Survivor Publishing)

Leveraging from his experience of helping IT managers, Jay Long suggested eight things that IT operations managers should avoid doing. IT Improvement: The 8 Commandments for an IT Operations Manager (Plexent Blog)

Met during the recent Knowledge12 conference, April Allen of KnowledgeBird and Jarod Greene of Gartner sat down and chatted about Greene’s work and the upcoming IT Service Support Management (ITSSM) Magic Quadrant study. The players haven’t changed, but the game has (The ITSM Review)

With many organizations cutting IT investment and under-cutting their capability to compete, Susan Cramm suggested what organizations can do to get back on track. You Can’t Cut Your Way to Success (Valuedance)

If you are working on putting together a process assessment exercise for your continual service improvement practice, Alicia Choo posted a couple of sample documents that may help in your endeavor. My take on ITSM and IT Governance: Continual Service Improvement (Choofca’s Brain Dump)

Taking an excerpt from a Global Knowledge white paper, Errol Thomas explained how relationship can strengthen a business analyst’s effectiveness. For the Business Analyst: Why Relationships Trump All! (Global Knowledge Training Blog)

Reflecting on his past interactions with the late Stephen R. Covey, Greg McKeown talked how Covey’s teaching and pursuit to make a difference had inspired him. Stephen R. Covey Taught Me Not to Be Like Him (Harvard Business Review)

To support an organization’s needs to sustain and to grow, Jeff DeGraff outlined seven areas where leaders can fail and how to improve their odds of succeeding. The Seven Deadly Sins of Innovation Leaders [] (Management Innovation eXchange)

Having access to a well-matched career coaches can be invaluable to one’s career, Kathy Simmons gave suggestions on how to find a career coach that is right for you. How Do You Find the Right Career Coach? (The Executive Update)

Fresh Links Sundae – July 1, 2012 Edition

Fresh Links Sundae encapsulates some pieces of 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.

Leveraging the results from a recent Forrester report, Stephen Mann explained how the combination of service management and automation can produce amplified benefits for business. IT Service Management AND Automation: Now That’s A Double Whammy Of Business-Enabling Goodness (Forrester Blogs)

Observing the increasing demand for business innovation leveraging technology innovations, Robert Stroud advocated that the need to balance operational excellence with strategic portfolio management is becoming a primary discipline for IT professionals. Evolve From Managing Technology to Delivering Innovative Business (CA on Service Management)

Following up to his earlier tutorial on service catalog, Rob England gave his take on what makes a technical service catalog and how his position differs from the ITIL book authors. What is a Technical Service Catalogue? (The ITSM Review)

Citing two potential causes of compensation practices and 24/7 career demands, Bob Lewis hypothesized why people fall into the trap of thinking other people’s work should be easy. What makes work easy [] (IS Survivor Publishing)

As the use of jargons continues to persist in IT, Jeff Wayman explained how jargons can be obstacles to good communication and collaboration. Help Desk Jargon: The 10 Worst Offenders (ITIL Edition) (ITSM Lens)

Although many of us fail to escape from the Parkinson’s Law, Mark Horstman proposed a different way to look at how we use time. Parkinson Owns Us (Manager Tools)

Using examples from other aspiring business analysts, Laura Brandenburg demonstrated that many techniques used by the blog readers to analyze operations or processes are very closely related and quite transferrable as BA techniques. How to Demonstrate That You Are a Business Analyst: 3 Real Examples of Transferable Skills (Bridging the Gap)

Drawing from her coaching experience, Anna Farmery gave suggestions on what to do to live the life you want, instead of living the life you get. How to Get the Best Out of Yourself (The Engaging Brand)

Leveraging the information from a recent study, Don Tennant discussed why employees who are mentored are more likely to give similar developmental support to others. Employees Who Are Mentored Pay It Forward, Study Finds (ITBusinessEdge)

On the lighter side, Dr. Sutton shared this great piece from another reader. A Different Version of the Creation Myth (Work Matters)

Fresh Links Sundae – June 17, 2012 Edition

Fresh Links Sundae encapsulates some pieces of 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.

Instead of implementing it as-is and rigidly, Jeff Wayman explained why a practical implementation of ITIL can still offer tremendous value to an organization. ITIL: The Hidden Driveway of IT Service Management (ITSM Lens)

From a recent technology summit in which he hosted, Perry Rotella offered some ideas on leverage IT’s role for leading innovation. If Innovation Is Everyone’s Job, Why Not Be a Leader? (Forbes)

Using a building construction example, Bob Lewis explained why architecture is important and why the architects need to step up and do their part. Is your IT architecture up to code? (InfoWorld)

Having been a proponent of the notions of governance, service and assurance, Rob England gave his view of what the future of IT management might look like. The Future of IT management (The IT Skeptic)

In a globally competitive environment for hiring, Kim Nash offered suggestions on how CIOs can recruit talent more effectively. Why CIOs Must Master the Art of Hiring (CIO Blogs)

Drawing from the Scrum methodology, Simon Morris talked about the role of Product Owner and why it is an essential part of an ITSM enhancement project. Who is sponsoring your ITSM enhancement project? (ServiceNow Community)

Although humans are, by nature, tribal, Bob Lewis discussed what we can do to work with tribalism in an effective way. What to do about tribalism (IS Survivor Publishing)

On the similar topic to Bob Lewis’ article, Seth Godin gave an example of leveraging tribalism to help encourage positive behaviors. Amplify the positive outliers (Seth’s Blog)

Addressing the skepticism about COBIT 5, Brian Barnier explained how IT leaders can leverage COBIT to help achieve business objectives. COBIT 5: New release offers CIOs more potential for business benefit – if the implementation is focused on business objectives and doesn’t get lost in the weeds (Center for CIO Leadership)

Addressing the question from various angles, Ros Satar gave her take on whether going through the ITIL Foundation education is worth the effort. Back to Basics: Why DO the ITIL Foundation Certification? (The ITSM Review)

Fresh Links Sundae – June 10, 2012 Edition

Fresh Links Sundae encapsulates some pieces of 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.

Jeff Wayman talked about some common observations that could signal a personnel issue at the service desk. The 10 Common Traits That Signal Help Desk Burnout [http://blog.sunviewsoftware.com/2012/06/10-common-traits-that-signal-help-desk.html] (ITSM Lens)

Rob England gave the reasons why IT is not here just to serve its customers’ needs, but also to protect the organization’s interests. IT: to protect and serve [http://www.itskeptic.org/content/it-protect-and-serve] (The IT Skeptic)

A report from McKinsey Quarterly gave suggestions on how companies can develop, retain, and recruit talent by leveraging both internal resources and external means. Winning the battle for technology talent [https://www.mckinseyquarterly.com/Business_Technology/BT_Organization/Winning_the_battle_for_technology_talent_2972] (McKinsey Quarterly)

Susan Cramm presented her case why the movement of combining the CFO and the CIO roles is a wrong move. Why We Need More IT Leadership, Not Less [http://www.valuedance.com/blog/article/-why-we-need-more-it-leadership-not-less] (Valuedance)

Arun Gupta argued that an IT department by any other name does not change what the department needs to do in order to succeed. A change in attitude, delivery, partnership, and innovation will have more impact than a simple name change. BT, IT, whatever, does it matter ? [http://www.cioleadershipcenter.com/community/center_blogs/blog/2012/06/04/bt-it-whatever-does-it-matter] (Center for CIO Leadership Blogs)

Charles Betz advocated that IT organizations should shift from the traditional plan/build/run model into a demand/supply/execute model to increase its effectiveness. From “plan/build/run” to “demand/supply/execute” [http://blogs.enterprisemanagement.com/charlesbetz/2012/06/04/planbuildrun-demandsupplyexecute/] (Charles Betz)

Rob England made some suggestions on how ITSM and Agile can work together and need not create roadblocks for each other. Six Tactics for ITSM to Deal with Agile [http://www.itskeptic.org/content/six-tactics-itsm-deal-agile] (The IT Skeptic)

Bob Lewis discussed the six factors that affect IT recruiting and how focusing on the wrong priorities has made recruiting IT talent much more difficult than it needs to be. Recruiting enters the sixth dimension [http://www.weblog.keepthejointrunning.com/?p=4705] (IS Survivor Publishing)

Robert Stroud talked about how the use of technologies by the younger generations can have a significant effect at how organization delivers its technology services. Consumer Driven IT [http://community.ca.com/blogs/itil/archive/2012/05/30/consumer-driven-it-the-generational-change-and-the-changing-face-of-service-management.aspx] (CA on Service Management)

Drawing from various perspectives, Charles Betz dissected and derived new definition for IT Value. What is IT Value? [http://www.lean4it.com/2012/06/what-is-it-value.html] (erp4it)

Fresh Links Sundae – May 27, 2012 Edition

Fresh Links Sundae encapsulates some pieces of 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.

Rob England expressed his viewpoint of why using menu as the analogy for service catalog is not that simple. A menu is not a service catalogue (The IT Skeptic)

Damon Edwards got together with two other industry experts to talk about their experience and insights on the DevOps topic. High Velocity Release Management with Alex Honor and Betsy Hearnsberger (dev2ops)

Jeff Wayman discussed some excellent points for taking on a brand new ITSM initiative or trying to revive an under-performing one. The key is to center around taking on small bites, achieving results, and iterating continually to improve and to compound the smaller, positive results into a bigger one. ITIL for the Beginner: 4 Common Misconceptions (ITSM Lens)

If you are looking for ideas on how to set up or improve your change management practice, Alicia Choo has published something that is worth looking into and adapting it for your organization. My take on ITSM and IT Governance: Change Management (Choofca’s Brain Dump)

Julie Craig gave several suggestions on minimizing the probability of your enterprise management software acquisition becoming shelfware. Just say NO– to shelfware (EMA Blog Community)

Perry Rotella gave his thoughts on three key considerations a CIO must address to ensure operational success in managing the data within the organization. Data Excellence = Executive Success (Forbes)

Bret Simmons talked about the importance of not withholding truth as part of a leadership lesson. If You Don’t Have Something Nice To Say (Positive Organizational Behavior)

Julie Peeler talked about some simple steps to take to better protect you from disclosing too much data via social media. Data leakage in social media ((ISC)2 Blog)

Charles Betz suggested how a different approach like Demand-Supply-Execute can improve what we do in IT management today. Moving from Plan-Build-Run to Demand-Supply-Execute (Nimsoft Modern IT Blog)

Anna Farmery suggested the use of S.U.P.E.R. model to improve our effectiveness in what we do in business. Why Tomorrow…is so Yesterday (The Engaging Brand)