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)

Fresh Links Sundae – May 6, 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.

ITIL Projects: What to Do, and What Not to Do Jeff Wayman gave ten solid advices on what to and not to do when implementing ITIL as part of your IT service improvement project. (ITSM Lens)

10 Expert Insights on the future of the CIO With the changes influenced by technologies such as virtualization and big data, Evolven blog collected opinions from ten experts on how they see the role of the CIO changing and developing. (Evolven Blog)

ITIL – pragmatic and simple Geir Isene and Geir Isene outlined their recommendations on a simpler and more straight-forward implementation of some of the core ITIL processes. (Geir Isene Blog)

Choosing your Change Planning Team Mitchell Nash wrote a three-part post on how to plan an organization change management initiative (not necessarily the ITIL Change Management process) within your organization. (Linkage, Inc.)

How IT can alienate the very people they serve Patrick Gray talked about some of his observations on how some IT organizations tried to be helpful but left the opposite impression on its customers. (TechRepublic)

Feed It Forward Marshall Goldsmith suggested using a “FeedForward” process and explained how it works. (Marshall Goldsmith)

Top Ten Ways To Be a Male Advocate for Technical Women NCWIT suggested ten ideas on how managers can better support technical women and promote diversity efforts in their organizations. (NCWIT Resources)

Calling All Women Executives: Part 5 Mark Goulston talked about  observations behind why many women afraid to ask for what they want, need and deserve in the work place and what they can do about it using something similar to the “FeedForward” approach. (Usable Insight)

A simple antidote to a corporatized, unfeeling, profit-maximizing world Seth Godin made a simple suggestion on how to find your own compass and a reason to do the work you do in the first place. (Seth’s Blog)

Fresh Links Sundae – April 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 I admire, and I hope you will find something of value.

Why a “rules based” approach to Change Management always fails Glen Taylor discussed why rule-based change management practices have limited effectiveness and why risk-based approach is the better target. (ITSM Portal)

COBIT 5 Miscellany Geoff Harmer gave his initial impression of COBIT 5 and how it differs from the previous version of the framework. (ITSM Portal)

IT Metrics Planning: The Business Meeting Julie Montgomery suggested ways for IT and business to work together and come up with metrics that can help both organizations. (Plexent Blog)

At the Helm of the Data Refinery: Key Considerations for CIOs Perry Rotella discussed that “data refinery” is the new strategic operating model for companies and why CIO is the executive best positioned to lead the enterprise forward in this new model. (Forbes)

5 Ways to Access the Power of the Hive for ITIL Initiatives Jeff Wayman discussed ways to leverage a diverse group of people for the benefit of ITSM initiatives. (ITSM Lens)

7 Benefits of Using a Known Error Database Simon Morris gave an in-depth discussion of KEDB and suggested ways to extract values and benefits from it. (The ITSM Review)

The ABC of ITSM: Why Building The Right Process Matters Ben Cody discussed the human aspect of ITSM and why a positive dedication to “process” should be at the heart of how organizations solve complex IT services challenges. (The ITSM Review)

How to Make Your Company More Like Apple Daniel Burrus talked about how companies, large or small, can build their future by competing on things other than price. (Strategic Insights Blog)

An Asshole Infested Workplace — And How One Guy Survived It Surviving a toxic work environment is not a trivial undertaking – you do what you could and had to do without spreading the toxic atmosphere further. (Bob Sutton)

How to fix IBM in a week Robert Cringely wrote a long series of blog entries discussing what is going on within IBM, what is wrong, and how to fix it, maybe. (I, Cringely)

Fresh Links Sundae – April 15, 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 I admire, and I hope you will find something of value.

5 Ways to Fix Your High Value Jerks Susan Cramm suggested strategies to deal with “talent jerks” who deliver results yet intimidate their colleagues and reports in the organization. (Valuedance)

Moving IT into the unknown with boldness, courage and strength to drive business value Robert Stroud discussed the importance of transforming IT from followers of the business to equal partners sharing in the common goals of the organization’s mission. (CA on Service Management)

Man Alive, It’s COBIT 5: How Are You Governing And Managing Enterprise IT? With the release of COBIT 5, Stephen Mann outlined his initial thoughts on the new framework from ISACA. (Forrester Blogs)

A Change Management Strategy for Clouds in Azure Skies Jeff Wayman discussed five Change Management strategies that can promote success to your cloud operations. (ITSM Lens)

Meet your iceberg. Now in 3D Roman Jouravlev explained why selling IT processes to business customers is, in most cases, pointless and doomed from the start. (ITSM Portal)

Leadership Encourages Hope Bret Simmons discussed what leaders can do to give the followers hope, in his word, the belief that one knows how to perform and is willing to direct and sustain consistent effort to accomplish goals that matter. (Positive Organizational Behavior)

10 Predictions from Experts on Big Data will Impact Business in 2012 10 Big Data predictions from experts at Forrester, Gartner, Ovum, O’Reilly, and more discussed how the Big Data realm will develop and impact business. (Evolven Blog)

Too much information Barclay Rae talked about the ‘inconvenient truth,’ where the conventional IT reporting is for the most part of little business or IT management value. (BarclayRae Website)

Reducing Negativity in the Workplace Marshall Goldsmith discussed a simple, yet effective strategy to reduce “whining time.” (Marshall Goldsmith)

The Great Collision Umair Haque talked about a Great Collision in which the future we want is at odds with the present we choose, and what to do about it. (Harvard Business Review)

Fresh Links Sundae – April 8, 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 I admire, and I hope you will find something of value.

IT Service Management And ITIL Thinking – Brawn, Brains, Or Heart? Stephen Mann discussed ITSM people “stereotypes” and what we can learn from them in terms of communication, education, and ITSM tool selection. (Forrester Blogs)

The 7 Tenets of Providing Great Service at the Help Desk Jeff Wayman discussed seven principles a service desk can follow through to provide great IT services. (ITSM Lens)

3 Ways to Simplify IT Reporting Julie Montgomery provided suggestions on effective IT reporting. (Plexent)

Eating the ITIL elephant one leg at a time Rob England discussed why sticking with the premise that an ITSM initiative is assembled from the ITIL processes could be missing the real point. (The IT Skeptic)

Dev-Ops? New-Ops? Cloud-Ops! Martin Perlin discussed what impact cloud computing has on the interaction between the Dev and Ops teams. (Evolven Blog)

Team Building without Time Wasting Marshall Goldsmith explained a simple, practical, and efficient process for team building. (Marshall Goldsmith)

Make Less Decisions Mark and Mike discussed the importance of prioritizing and making decisions ahead of time can make later decision-making easier and to avoid distractions (Manager Tools)

The Biggest Mistake You (Probably) Make with Teams Tammy Erickson discussed which is more important to promoting collaboration: a clearly defined approach toward achieving the goal, or clearly specified roles for individual team members? (Harvard Business Review)

The Things Customers Can Do Better Than You Bill Lee gave examples where customers can do things better than the organization thinks they can. And why an organization should involve their customers more help grow its business? (Harvard Business Review)

Where’s the Web Heading? A Prediction Daniel Burrus gave his takes on the direction of technologies where web 3.0 and even web 4.0 might be going. (Strategic Insights Blog)

Fresh Links Sundae – March 25, 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 I admire, and I hope you will find something of value.

Robert Stroud talked about how the role of IT has changed from a pure operational role to a more strategic and business-oriented one. Transformation of the role of the CIO (CA on Service Management)

Rob England discussed that many organizations have not managed or governed their IT function effectively and can do more. Organisations have failed their IT like bad parents (The IT Skeptic)

Charles Betz examined a recent survey on IT demand management and discussed some preliminary findings. IT cannot prioritize (Charles Betz)

Jeff Wayman made some suggestions on how service desk can help its users to combat hacking and protect themselves. 5 Ways a Help Desk Can Stop a Hacker (ITSM Lens)

Don Tennant discussed a research finding where leaders and employees having very different views on who is helping to promote innovation and who is not helping. Research Shows Company Leaders Are Stifling Innovation (From Under the Rug)

Damon Edwards discussed how reducing batch sizes can improve the effectiveness of DevOps within your organization. DevOps Lessons from Lean: Small Batches Improve Flow (- Blog – dev2ops)

Brad Power discussed two examples of IT playing a leadership role in helping two organizations drive competitive advantage. Look to IT for Process Innovation? (Brad Power – Harvard Business Review)

Bob Sutton talked about how effective leaders practice both leadership and management principles together. Hollow Visions, Bullshit, Lies and Leadership Vs. Management (Work Matters)

Marshall Goldsmith discussed a simple, yet effective system for getting better at providing positive recognition. How Do I Provide Meaningful Recognition? (Marshall Goldsmith)

Finally, a simple yet informative explanation of social media for a simple-minded individual like me. Social media explained with donuts (Geek.com)