Fresh Links Sundae – December 7, 2014 Edition

http://www.dreamstime.com/-image28379626Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

Having a functional architecture is a key to deriving IT values for any organization, and architecture calls for sound design principles. Bob Lewis recommends at least five areas to consider when putting together the design principles for your architecture. Ben Franklin, turkeys, and design principles (IS Survivor Publishing)

As we jump from one data analytics problem to another, we often need to get up to speed on a new dataset quickly. A classical and under-utilized approach for becoming familiar with the new data problem is Exploratory Data Analysis (EDA). Jason Brownlee explains the EDA techniques and tactics that you can use. Understand Your Problem and Get Better Results Using Exploratory Data Analysis (Machine Learning Mastery)

Verified inventory is one of the several key elements of IT assets management success. Martin Thompson shares techniques he has used in the past to verify hardware inventory. Verifying Asset Accuracy (The ITAM Review)

As business analysts, there will always be value in getting more done well and in less time. Laura Brandenburg talks about some of the most common time wasters she sees in business analysis. 5 Business Analyst Time-Wasters (Bridging the Gap)

For many organizations, an ITSM initiative often represents a major change, and Organizational Change Management (OCM) is the centerpiece to success. Mike DePolis discusses some of the most important aspects and actions to consider for an OCM effort in your organization. Project success with Organizational Change Management (OCR) (The ITSM Review)

Many organizations still perceive data quality projects to be a technical endeavor, but data quality requires an on-going, consistent change management effort. Such changes can often result in fear and resistance. Dylan Jones discusses ways to combat the fear and resistance to changes. Data quality mastery depends on change management essentials (The Data Roundtable)

Data or information Management within an organization can be at risk when data are in bad shape. Strong governance practices and stewardship can minimize risks and improve productivity. Pearl Zhu outlines the signals we should pay attention to when handling data governance within your organization. How to Capture the Signals of Data Governance Issues (Future of CIO)

Marshall Goldsmith believes how you define yourself will impact how successful you are at your job and even how happy you will be in life. He outlines four sources from which we can define our identity and encourages us to think about the considerations that go into how we define ourselves. Why You Should Get a Handle on Your Identity (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – May 11, 2014 Edition

dreamstime_xs_13938429-215x240Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

Not many people have mastered the framework of analytical storytelling by combining narrative along with visual analytics. Tom Davenport describes some examples of such framework. 10 Kinds of Stories to Tell with Data (Harvard Business Review)

A cloud strategy that doesn’t include some key elements will never reach its full potential for business transformation. Paul Chapman outlines those key competencies required for a successful cloud effort. To Succeed in the Cloud, CIOs Must Look Beyond Technology (VMware CloudOps)

In the famed Raiders of the Lost Ark series, Dr. Indiana Jones was fairly successful risk manager, who achieved his objectives. Steve Schlarman shows us what can GRC and Security programs learn from the legendary character. GRC and the Temple of Doom (RSA Archer GRC)

Recently Stuart Rance was asked by his customers what key performance indicators (KPIs) should be used to measure IT change management. He shares and explains some KPIs that may be useful to your team or organization. Defining Metrics for Change Management (SysAid Blog)

Enterprise Request Management is a new framework for incremental and evolutionary approach to centralizing and modifying business processes and service requests across the company. John Sundberg discusses five steps involved in implementing ERM. Implement Enterprise Request Management in Five Straightforward Steps (The ITSM Review)

Many projects wait till near the end of the project to ask the question of how much value can be realized, and often it’s too late. Glen Alleman explains how this critical question can be answered by sound project finance processes. Project Finance (Herding Cats)

As more organizations begin to implement Agile, more and more project managers are transitioning to become Scrum Masters. Eventually, the question of who should the Scrum Masters report to in an organizational hierarchy will come up. Len Lagestee has some scenarios and recommendations. Who Should the Scrum Master Report To? (Illustrated Agile)

Laura Brandenburg believes that clarity is one of the most fundamental attributes of writing good requirements. She discusses the steps for producing clear requirements. 5 Ways to Write Clearer Requirements (Bridging the Gap)

Fresh Links Sundae – April 27, 2014 Edition

http://www.dreamstime.com/-image28379626Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

Many IT organizations are transforming themselves to be a service provider to the enterprise, and there are quite a few different ways for the service provider model to work. Bob Lewis outlines the potential business models in case you’re serious about pursuing the plan of running IT like a business. More business models for ITaaS  Yet more ITaaS business models (IS Survivor Publishing)

When making your data analysis case persuasive, assembling and interpreting data alone is fine but probably not sufficient. Scott Anthony believes you need to take a step further by generating your own data and experiment with them. Why You Have to Generate Your Own Data (Harvard Business Review)

Data Architecture and Data Governance, when done effectively, can support each other in a variety of ways. Kelle O’Neal explains how DA and DG help by increasing operational efficiency, decreasing costs and mitigating risk. What Is the Relationship between Data Architecture and Data Governance? (Blog: Kelle O’Neal – BeyeNETWORK)

Creating a continuous improvement mindset is about creating the conditions for all IT stakeholders to improve their work, processes and services. Dave van Herpen gives an example of how explains how agile and lean elements can work with ITSM and help the IT function deliver great services. Agile CSI: continual service improvement done right (ITSM Review)

To effectively influence the IT employee mindsets, leaders must send messages that powerfully communicate IT’s objectives and priorities. Andrew Horne suggests how IT leader can decide what metrics to pick and to emphasize. When Designing an IT Scorecard, Don’t Forget the Message Behind the Metric (CIO Leadership Council)

Processes underpin organizational capability, which in turn support the strategy execution. Pearl Zhu outlines the criteria to consider when mapping and evaluating processes to support business capability. How to Evaluate Processes (Future of CIO)

Robert Stroud believes that the transition of the IT Service Management department to a Service Broker model has only just begun. He explains the rationale behind the movement of IT organizations to embracing the IT Service Broker model. From Service Manager to Service Broker (CA Service Management)

When starting out on a career, it’s important to build credibility with new people, learn about your organization, and make a solid contribution. Through a four-part series, Laura Brandenburg gives a detailed run-down of what a new Business Analyst can do to be effective on the job from day one. Starting a New Business Analyst Job (Part 1): What To Expect on Your First Day  Starting a New Business Analyst Job (Part 2): How to Prepare for Your First Day  Starting a New Business Analyst Job (Part 3): How to Make the Most of Your First Week  Starting a New Business Analyst Job (Part 4): Your First 60 Days (Bridging the Gap)

Why is asking so important for leaders in today’s Information Age with the knowledge workers? Marshall Goldsmith explains why leaders need to do more asking, listening and learning from everyone around us. Why Don’t We Ask? (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – March 16, 2014 Edition

http://www.dreamstime.com/-image9076544Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

Bob Lewis believes that initiatives like Cloud, Shadow IT, and the digital enterprise are trends CIOs cannot do much to affect, but still have to respond to. Through a 3-part series, he suggests the actions that IT should consider taking. Storming around (Part 3) More storm warnings (Part 2) An imperfect storm (Part 1) (IS Survivor Publishing)

IT is well positioned to make positive contributions to many aspects of the business operations. Michael Hugos suggests how a CIO can collaborate effective with the COO through supporting business agility. The CIO & COO Relationship (Enterprise Efficiency) Michael Hugos

Some IT organizations believe that providing quality services has to equate to higher costs. Using a recent personal experience, Stuart Rance explains how quality services can still be provided without needing to cost more. Excellent service doesn’t have to cost more (The ITSM Review)

Automating a process can sometimes create tricky ownership issues. Ryan Ogilvie reminds us that some level of oversight and accountability are still required even after a process had been automated. Process Automation – Enter the Numbers and Push the Button (Service Management Journey)

Many leaders find it difficult transitioning into a new organization due to the pressure to act quickly and deliver rapid results. Lon Zanetta outlines the keys to success in transitioning into a new leadership role. Leadership Transitions: Focus on the Human Touch (CIO Leadership Council)

The Snowden/NSA incident highlighted the reality that no amount of security can truly deter disgruntled personnel or whistle blowers. To strengthen the security in your own environment, Peter Brooks recommends a list of action items which include governance and investment in people and open source technologies. Security after Snowdon – what do I need to do? (The ITSM Review)

Analyzing a business process is a major part of a business analyst’s work. Laura Brandenburg discusses various approaches to analyze a business process effectively. 3 (and only 3) Reasons to Use BPMN (Business Process Modeling Notation) (Article 1) How to Analyze an “As Is” Business Process (Article 2) How to Analyze a “To Be” Business Process (Article3) (Bridging the Gap)

Some are advocating that estimating is not an essential activity and producing the result is what matters. Glen Alleman explains why estimating is not just nice to have – it is essential for a credit job. Back To The Future (Article 1) Some more answers to the estimating questions (Herding Cats)

Many of us have difficulties in getting an idea or initiative off the ground. Denise Brosseau recommends several easy-to-implement techniques that can help you gain support for your initiatives. 3 Smart Change Agent Techniques to Get Your Business on Track (Salesforce Blog)

Part of leadership practice is to make your supporters feel supported by their leader. Marshall Goldsmith illustrates a single skill that set the great leaders apart from the near great. The Skill That Separates (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – March 2, 2014 Edition

http://www.dreamstime.com/-image5686314Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

Filipa Preston believes that ITAM can play an essential partnering role to the business. She explains how ITAM can add value by demonstrating the bankable savings the project actually delivered while also showing how we can reduce risks to the business in the long-term. How do you convince the CFO? (The ITAM Review)

IT is well positioned to make positive contributions to many aspects of the business operations. Michael Hugos suggests ways that a CIO can help the VP of Sales in the organization. How the CIO Can Help the VP Sales (Enterprise Efficiency)

In today’s organizations, our job often is not to control change, but rather to control the impact of change on the project. Samuel Brown recommends four approaches when dealing with changes in project management. Four Axioms for Controlling Change (Global Knowledge Training Blog)

Many IT organizations are trying to transform themselves from a cost-center role into a value-added role. Pearl Zhu explains what steps IT can take to enhance their value-added approach. How to Run IT as a Better Business Partner (Future of CIO)

To many people, Agile means delivering results with short planning cycles and making adjustments as we go. While speed and schedule are crucial, Mike Cottmeyer reminds us that the ability to plan and to estimate well is critical to all projects. Managing Risk and Uncertainty in Agile (LeadingAgile)

Many Business Continuity Management (BCM) programs need to transform from a reactive, isolated activity to an integrated, solution-driven strategy that adds resiliency for the organization. Patrick Potter explains why the transformation is important and what BCM leaders can do to make more of an impact. Building A Stronger, More Strategic BCM Program (Continuity Insights)

Some product backlogs are unavoidable, but not all backlogs present a negative impact. Len Lagestee outlines eight signs for which the backlogs seem to be ineffective and should be actively managed. 8 Symptoms of an Ineffective Product Backlog (Illustrated Agile)

Business analysts often find themselves given a high-priority project with little time to prepare. Laura Brandenburg explains what a business analyst can do to clarify scope quickly and to put a reasonable timeline estimated in place. How to Create a Business Analyst Timeline (Bridging the Gap)

Many organizations use published corporate values to encourage certain behaviors from their leaders. In reality, Marshall Goldsmith believes that the leaders’ actions often speak much louder than words posted on the office walls. Leaders Make Values Visible (Marshall Goldsmith Personal Blog)

For some, public speaking means memorizing the entire speech and delivering it to the audience. Mitch Joel believes that is the wrong way of delivering speech and offer suggestions on how to make your speech add value to your audience’s time. Another Public Speaking Horror Story (Six Pixels of Separation)

Fresh Links Sundae – February 23, 2014 Edition

http://www.dreamstime.com/-image28379626Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

While pulling some thoughts together on the future of ITSM and service desk, Stephen Mann outlines his perspectives on what’s to come for those two important areas in IT. What’s the Future of ITSM? (HDIConnect)

As more and more organizations adopt cloud infrastructure, the migration to the cloud is not always a straight path with no obstacles. Phil Whelan outlines common steps IT organizations can take when adopting cloud technologies. 10 Steps To The Cloud (ActiveBlog)

Keeping up with and leveraging the available technology advancement has become one of the top challenges for many organizations and their CIOs. Dion Hinchcliffe recommends the ways a CIO can leverage building a more digitally-aligned business. The new CIO mandate (Enterprise Irregulars)

Migrating to the cloud is not only a technology decision but also a risk management consideration. John Overbaugh recommends four steps a leader can follow to help their companies adopt cloud technologies while minimizing overall risk. Risk changes in the cloud (ISACA Now)

The recent security breach at Target highlights a reality where organizations are much more connected to one another these days. Those close connections, if not managed correctly, also can present potential security loopholes. Bob Lewis suggests two lessons any organization should consider and learn. When they’re good at being bad, learn from the good (IS Survivor Publishing)

Today’s managers often need to exercise the ability to think analytically. Thomas Redman discusses an example of using data to explore cause and effect. How to Explore Cause and Effect Like a Data Scientist (Harvard Business Review)

Many IT organizations work hard to meet their service levels and deliver excellent customer experience. Ryan Ogilvie explains why identifying what makes the service function is critical in the delivery of a consistent customer experience. Service Level Management – The Gap between Delivery and Expectation (Service Management Journey)

When implementing ITSM, some believe that, by improving the IT processes, the IT services will improve as well. Dan Kane cautions IT organizations that improving processes does not always lead to service improvement. Process Improvement is not Service Improvement (Hazy ITSM)

For many organizations, the success often comes down to the quality of leadership and the strength of the culture. Pearl Zhu describes three areas where IT can be a supporting catalyst to the business culture. IT as Business Culture Catalyst (Future of CIO)

Business analysis is a discipline that can effectively promote the success of the projects. Laura Brandenburg outlines eight steps with which a business analyst can follow to perform effectively on the projects. The Business Analysis Process: 8 Steps to Being an Effective Business Analyst (Bridging the Gap)

Something else you might be interested in…

Microsoft has made a free Microsoft System Center e-book available for download. Free ebook: Microsoft System Center: Building a Virtualized Network Solution (Microsoft Press Blog)

Fresh Links Sundae – February 9, 2014 Edition

dreamstime_xs_17786066 (240x224)Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

Successful problem management process requires KPIs and targets that can be leveraged to improve the effectiveness of the IT services. Rob England gives a list of suggested KPIs that can be incorporated into your problem management effort. Measuring problem management (The IT Skeptic)

Many IT organizations have no formalized way of communicating with the business. Thom Salo explains how instituting a Business Relationship Management (BRM) process can help to strengthen the working relationship between IT and business. ITIL’s BRM: How Business Relationship Management Shows the Love (Plexent Blog)

The speed of business change is accelerating, but IT still needs to continue its effort to transform from a cost center to value creator. Pearl Zhu examines the forces behind the changes and suggests how IT can transform itself. How to Run IT as a ‘Digital Horse’? (Future of CIO)

A majority of Software Asset Management (SAM) managers today spend the bulk of their time on inventory-related activities that should have been automated. Sean Robinson believes that is not the best use of SAM manager’s time and advocates other proactive approaches that SAM managers should consider. How do SAM managers spend their time? (The ITAM Review)

When you try to improve your IT services, regular review of certain activities are critical. Ryan Ogilvie recommends some practical examples which we should be reviewing with some regularity. What Happened? Performing Service Management Reviews (Service Management Journey)

Sometimes, there is a significant difference whether your boss is a micromanager, or is micromanaging you. Bob Lewis explains the difference and suggests approaches that can be taken to deal with the situation. Dealing with a micromanaging boss (IS Survivor Publishing)

When designing your organizational processes around agile, a number of structure-related considerations have to be taken into account. Mike Cottmeyer explains what those structural considerations are and shares his experience. How to Structure Your Agile Enterprise (LeadingAgile)

When use cases are not clear, business stakeholders, developers, and testers cannot do an effective job. Laura Brandenburg outlines the most common use case mistakes that can lead to ambiguity. 7 Use Case Mistakes That Confuse Your Stakeholders (Bridging the Gap)

Marshall Goldsmith believes an incorrect assumption of almost all leadership development programs is “if they understand, they will do.” He explains why that assumption is not valid in leadership development and offers recommendations on what changes a leader should consider making. If They Understand, They Will Do (Marshall Goldsmith Personal Blog)

Many of us set noble goals but often find it difficult to reach them. Jeff Haden suggests that you need to pay more attention to the systems you deploy than simply focusing on the goals themselves. An Almost Foolproof Way to Achieve Every Goal You Set (Inc.com)

Fresh Links Sundae – February 2, 2014 Edition

dreamstime_xs_12962601 (240x225)Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

IT infrastructure managers need to meet a number of challenges in 2014. Björn Münstermann, Brent Smolinski, Kara Sprague describes 11 practices that will help infrastructure managers navigate a challenging, and sometimes conflicting, set of demands. The enterprise IT infrastructure agenda for 2014 (McKinsey & Company)

IT organizations should periodically exam and evaluate the key metrics they measure. For 2014, Andrew Horne suggests seven measurement priorities recently highlighted in a CEB’s research. 7 New Metrics for 2014 (CEB’s IT Blog)

Many non-IT end users probably are not aware of the  software asset management (SAM) practice in the organization and what it means to them. David Foxen explains why SAM is important to an organization and how IT can collaborate with its end users and effectively communicate its SAM practice to them. Introducing Software Asset Management to end users (The ITAM Review)

Often people will ignore ineffective governance or unenforceable policies. Michael Scarborough suggests that IT organizations can improve their effectiveness by regularly evaluating whether the existing policies and procedures in place are still making sense.  Governance That Makes Sense (Global Knowledge Training Blog)

Big Data, when practiced correctly, can yield a good amount of insights that might not have been possible with human analysis before. Michael Schrage believes those insights can also lead to dilemmas and unwarranted discrimination when improperly used. He further cautions that all Big Data champions and practitioners need to have a better understanding of how they intend to use the insights for making decisions. Big Data’s Dangerous New Era of Discrimination (Harvard Business Review)

With a strong dependence on IT for many businesses, IT organizations have many challenges on their hands to deliver a stable operation while continue to leverage technologies and innovate. Robert Stroud believes IT service delivery managers have many opportunities to add even greater value to the organization in 2014. Long Live Service Delivery! (CA Service Management)

While resolving incidents and putting fires are commendable things to do, Ryan Ogilvie recommends that understanding and addressing the root cause to an incident will be a much more value-added activity. Score a Service Management Touchdown through Incidents (Service Management Journey)

While use cases are an extremely useful requirements tool and one tool that every BA should have handy, Laura Brandenburg suggests that there are situations in which writing use cases would be a big mistake. 3 Signs You Shouldn’t Be Writing a Use Case (Bridging the Gap)

Fostering a successful culture entails hiring employees who buy into the corporate culture, and it also means getting the wrong employees off the organization. Joel Greenwald believes that the best companies use culture as both a sword and a shield, to improve performance and reduce risk. How to Get the Wrong People Off the Bus (strategy+business)

Today’s connected world means many leaders have access to a global mind that represents both opportunities and challenges. Marshall Goldsmith explains the process of e-coaching and how leaders can leverage the process to manage the opportunities and challenges. E-Coaching Roles (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – January 12, 2014 Edition

http://www.dreamstime.com/-image23590585Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

With business’ dependence on technology, Robert Stroud recommends that today’s CIOs need to make more focused choices that are aligned with the business. Speed to Execution is Critical for the Modern CIO (CA Service Management)

Bob Lewis believes that trying to fix a problem with an organization is a lot like going on diet and trying to lose weight. Neither one works, but he recommends a better goal is to live the weight you want. A diet of lasting change (IS Survivor Publishing)

In collaboration with 3Gamma’s CEO, Peter Wahlgren, Aprill Allen and Mr. Wahlgren discuss the knowledge management approaches in a multisourcing environment. Service integration and knowledge management Service Integration in a Multisourcing Environment Document (Knowledge Bird)

In a two-part blog, Vawns Murphy recommends ten tips for a sound SAM practice. Software Asset Management – Tips From The Trenches (Part 1) Software Asset Management – Tips From The Trenches (Part 2) (The ITAM Review)

In a four-part blog, Jenny Juliany discusses an approach for managing the lifecycle of corporate data. The Four Seasons of Data Management – ‘Spring’ Inception The Four Seasons of Data Management – ‘Summer’ Primetime The Four Seasons of Data Management – ‘Fall’ Retirement The Four Seasons of Data Management – ‘Winter’ Removal (Intreis)

If you are a manager with direct reports on an Agile team, Len Lagestee believes that a set of expected behaviors should apply to you. He outlines what would make the interactions productive when managers attend Agile team events. A Managers Guide to Attending Agile Team Events (Illustrated Agile)

Stakeholders play a critical role in a business analyst’s success. Laura Brandenburg explains how to turn every meeting and every deliverable into an opportunity to invest in your stakeholder relationships. How to Build Better Stakeholder Relationships in 2014 (Bridging the Gap)

When working with customers, Marshall Goldsmith talks about the importance of being authentic and genuine. Dear Yet to be Born Grandchildren (Marshall Goldsmith Personal Blog)

While it’s debatable how much self-esteem contributes to one’s success, Scott Adams believes that having a clear sense of one’s own self-esteem has helped him. The Glorious Advantages of Low Self-Esteem (Scott Adams Blog)

When dealing with the uncertainty of future, all of us take different approaches. Seth Godin talks about three general approaches and the mistakes people often make. Accuracy, resilience and denial (Seth’s Blog)

Fresh Links Sundae – December 8, 2013 Edition

http://www.dreamstime.com/-image24270014Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or resonate with me. I hope you will find these ideas thought-provoking at the minimum. Even better, I hope these ideas will, over time, help my fellow IT pros make better decisions, be awesome, and kick ass!

In spite of its negative connotations, politics can be viewed as the art of finding a way forward when people disagree about the best path forward. Bob Lewis explains how a manager can manage his/her political capital and work with the system effectively. Political Capital Management (IS Survivor Publishing)

For 2014, itSMF UK has decided to focus on four key topics that will drive its agenda, and those four key topics (referred to as the “ITSM Big 4”) were chosen based on the input from the ITSM community. Sophie Danby interviewed four ITSM Review regular contributors and practitioners to obtain their views on the ITSM Big 4. ITSM Big 4 – the practitioner view (The ITSM Review)

Maintaining a Supported Software Catalogue can immensely benefit the audit and reconciliation of Software Asset Management (SAM) data and facilitate activities at the Service Desk. Rory Canavan recommends a process for maintaining a Supported Software Catalogue. Process of the Month – Maintain a Supported Software Catalogue Process (The ITAM Review)

With the influx of mobile devices into the workplace, it will have a visible impact on what service desks have to do to provide support to the end-users. Stuart Facey recommends several planning approaches that service desk managers and ITSM professionals should consider. Service management for a more mobile world – is anything different? (The ITSM Review)

A number of organizations are struggling to find the balance between productivity and security when supporting IT initiatives such as Bring Your Own Device (BYOD). Rob Enderle cautions that IT needs to scrutinize its BYOD approach and not put organizations and employees at risk by trying to be overly accommodating. IT’s BYOD Approach Is Wrongheaded (Unfiltered Opinion)

More and more IT support centers are paying close attention to customer satisfaction. Roy Atkinson explains what support managers can do to gain additional insight into their customers’ perceptions. Customer Conversations: One Thing (HDIConnect)

Diagrams and matrices can help to communicate complex ideas. Laura Brandenburg shows us how visual models can make business analysis work more productive with plenty of examples. How to Make the Requirements Process Faster With Visual Models 22 Visual Models Used by Business Analysts (Bridging the Gap)

Reflecting from the book “Why Nations Fail: The Origins of Power, Prosperity and Poverty,” Jim Taggart talks about how an organization can meet today’s challenges by sharing power and enrolling its people to help find solutions. The Payoff from Sharing Power (ChangingWinds)

On those occasions when we are about to do something incredibly vital, we can get incredibly nervous. Jeff Haden suggests five things we can do to prepare ourselves mentally with a quick shot of confidence. 5 Ways to Get a Confidence Boost (Inc.com)

Most of us don’t like or fear public speaking because we believe the audience is focusing on us and constantly judging our presence. Seth Godin explains why those fears are simply misplaced. Speaking in public: two errors that lead to fear (Seth’s Blog)