Fresh Links Sundae – September 1, 2013 Edition

http://www.dreamstime.com/stock-image-fruit-sundae-image15278271Fresh 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. More importantly, I picked these articles to help my fellow IT professionals be more successful. 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 the NASDAQ outage on August 22nd, a number of people have been analyzing and discussing the incident and the lessons learned. Brian Barnier explains what risk management lessons we could have learned from this incident. Have the right lessons been learned from the NASDAQ outage? (ISACA Now)

Some people advocate that the gap between ITSM and Agile are wide enough where the two frameworks really cannot leverage each other’s principles. Simon Morris outlines his thoughts on why ITSM practitioners should care about Agile principles and the positive effects Agile can bring to an ITSM organization. Applying Agile principals to Service Management (The ITSM Review)

Getting IT service management initiative off the ground can sometimes seem like a long journey without highly visible progress. Julie Montgomery suggests things we can do to maintain our focus. The 8 Step Cycle to Grow Your ITSM Impact (Plexent Blog)

Taking the lessons learned from her recent training for marathon, Melanie Karunaratne articulates how the lessons can be applied to improving customer satisfaction in IT. Learning to Run (LANDesk Blog)

People like to compare methodologies and debate why one framework is more superior than the other. Dennis Stevens gives us a run-down between Agile and Waterfall and explains what matters more is about the problem you are trying to solve. Agile vs. Waterfall [] (LeadingAgile)

In business analysis, elicitation describes the set of techniques used to discover the requirements. Laura Brandenburg outlines a number of concrete steps a business analyst can take to make sure no requirements are overlooked. 53 Tips For Discovering All the Requirements (Bridging the Gap)

Jeff Haden believes that working for a start-up is different from working for an established company. He outlines the qualities that make a excellent employee for start-up or a brand new business. 7 Qualities Every Start-up Employee Needs (Inc.com)

James Altucher lists some hard-hitting advices for running your business. Whether you agree with the entire list, I think many advices listed are actionable and applicable to many aspects of life as well. The Ultimate Cheat Sheet to Starting and Running Your Own Business (Altucher Confidential)

Drawing from his personal experience, Hank Blank talks about one thing that can derail a consulting endeavor. I think Hank’s advice and James Altucher’s RULE #infinity resonate with each other. The Kryptonite of Consulting. (Thoughts on Networking, New Business & Agency Searches)

We often have the tendency to dismiss  poor behavior as if we have permanent genetic flaws that can never be corrected. Marshall Goldsmith gives a personal example and advises how we can change and overcome the self-imposed limitation. Give Yourself A Chance (Marshall Goldsmith Personal Blog)

A bonus download…

David Ratcliffe used this presentation to support his talk at the recent “2nd Annual IT Service Management Leadership Forum.” It’s thought-provoking, and I highly recommend it. The 5 Most Important Leadership Qualities For ITSM (Pink Elephant)

Fresh Links Sundae – July 28, 2013 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 whose ideas resonate with me. I hope you will find them at least thought-provoking or something of value.

We live in an environment where consumers can display their loyalty for a product or service by switching without much effort. Robert Plant uses a recent personal example to advocates why companies should not squander the hard earned customers by letting customers slip away due to service failures. We Appreciate Your Business. Please Stay on the Line. (Harvard Business Review)

Author Robert Fulghum has inspired us with his famous book, All I Really Need to Know I Learned in Kindergarten. Julie Montgomery reminds us what general IT management lessons we also can take away from implementing ITSM. All I Really Need To Know I Learned From In My Service Management Office (Plexent Blog)

Most of us are familiar with the concept and principles behind Project Management Office. The Service Management Office or SMO concept is also getting attention in the ITSM world. Rob England discusses why he believes the SMO concept is a good idea and what are some potential deliverables from a SMO. The Service Management Office (The IT Skeptic)

There is a saying that we are our own worst enemy. Part of personal growth is to expose our own blind spots, so we can at least be aware of them and adjust our behaviors if needed. Bob Lewis outlines his WPAM (Ways People Annoy Me) personality indicators and what they can do for us. What Myers-Briggs is good for … and what it isn’t (IS Survivor Publishing)

A number of organizations have implemented service catalogs solely for the purpose of speedy provisioning of IT services and equipment; however, we must also pay attention to the IT backend process. Melanie Karunaratne reminds us why planning a Service Catalogue project require holistic thinking. Service Catalogues: Don’t Build a Vending Machine (LANDesk Blog)

According to a CEB research, network performance is a valuable behavior that CIOs should encourage in their teams. Andrew Horne explains what network performance is and approaches for improving employee’s network performance. Network Performance – The Most Important Behavior in IT? (CEB’s IT Blog)

The Fast Track blog recently posted an article about overcoming resistance to change. Jason Little added his practical suggestions on how to handle change resistance effectively. Practical Advice for Managing Change Resistance (Jason Little)

The recent financial crisis and the following sluggish economy may have left a less-than-favorable impression on large corporations and capitalism. Jim Taggart believes that responsible capitalism is still doable and explains how it can be achieved via the Triple Bottom Line principle. Are You Minding Yours Triple Es and Ps? (ChangingWinds)

Although resume is still an important vehicle for job search, social media also has given us additional opportunities to present ourselves. Mitch Joel challenges us to take the time to craft and share our perspectives and extend ourselves beyond a piece of paper. The New Resume (Six Pixels of Separation)

Many leaders practice openness and inclusiveness, but overdoing them can also create staff dependency. Marshall Goldsmith explains how leaders can improve their effectiveness by minimizing the dependency and letting go. Get-Out-of-My-Face Time (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – June 9, 2013 Edition

http://www.dreamstime.com/stock-image-chinese-dragon-boat-festival-image25355311Fresh Links Sundae encapsulates information I have come across during the past week. They maybe ITSM related or not quite. 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.

In order to manage IT services even more effectively, Jon Hall advocates that asset management must integrate more effectively with each other. He suggests ways where asset management can contribute to ITSM. How ITAM can influence the CIO (The ITAM Review)

There are many discussions surrounding how IT should be designed to support its user base. Melanie Karunaratne explains why it’s also crucial to understand that different users have different user requirements. User Oriented IT: It’s about Diversity, Context, and Interactions (LANDesk Blog)

Drawing from the discussion with Aaron McDaniel, Don Tennant outlines some approaches that younger managers can use to work with their older directs. Tips for Millennials on Overcoming the Awkwardness of Managing Baby Boomers (From Under the Rug)

With the recent news from the White House, Patrick Gray outlines what leadership lessons IT can learn from the recent events. Leadership lessons for IT from the White House (TechRepublic)

Drawing parallels using a movie analogy, Adrian Reed explains why the solutions can come only after the requirements are explored by the business analysts. The Set Comes After the Script and the Solution Comes After the Business Need (Bridging the Gap)

When people rely on each other without thoroughly knowing each other, sometimes an information vacuum can create with invalid assumptions or misperceptions. James Eblin explains what some effective leaders do to minimize those information vacuums. Three Steps for Leaders Who Want to Work Better with Their Peers (Eblin Group)

In today’s competitive landscape, changes are constant and can be daunting to face. Tom Asacker suggests that there is a way to confront the changes you need to face. One way out. (Tom Asacker)

Some leaders manage their people the way they would want to be managed. Marshall Goldsmith points out that such approach is not always effective. When the Golden Rule Doesn’t Work (Marshall Goldsmith Personal Blog)

Most of us understand the importance of picking the right measurements. Seth Godin gives some examples of measuring the wrong things which lead to unintended results. Measuring without measuring (Seth’s Blog)

Here is one last post for your inspiration from Ted Rubin. “Your Value Doesn’t Decrease Based On Someone’s Inability To See Your Worth”… (Ted Rubin)

Fresh Links Sundae – May 19, 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 quite. 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.

Solid leadership has limited effectiveness when supported by less than capable employees. Bob Lewis explains why nothing is more important as attracting, hiring, retaining, and promoting the best talent you can find. Three more IT critical success factors, and they’re all about leadership (IS Survivor Publishing)

Unsuccessfully CMDB initiatives can be not only time-consuming but also costly, in terms of both finance and resource. Jon Hall lays out some fundamentals that should be followed in any CMDB initiative. How to avoid the most common CMDB mistake (Evolving ITSM)

Obtaining compliance for policies, processes and procedures can be difficult given the changes involved. After reading a blog post from Robert England, Dan Kane outlines additional suggestions for coaching people to adopt the changes. Process and Culture Change (Hazy ITSM)

It’s widely recognized that properly executed IT automation can bring many positive results such as cost and efficiency improvements. Terry Walby identified six elements that organizations should consider when trying to derive the greatest value from their automation efforts. Six Steps for Improving Automation ROI (Slashdot)

While technical challenges are often interesting and compelling, people issues must be considered early in a project. Patrick Gray illustrates his point with US Mint’s dollar coin initiative. Dollar coins and enterprise change management (TechRepublic)

Sometimes we spend a considerable amount of effort focusing on the minute details and the tasks at hand. Melanie Karunaratne tells a story of brick-laying and not losing the big picture. The Parable of the Bricklayer (LANDesk Blog)

Wireframe, Mock-Up, and Prototype are some excellent tools that can be used to design and build great IT systems. Laura Brandenburg describes those tools and gives some examples of their uses. What’s the Difference Between a Wireframe, Mock-Up, and Prototype? (Bridging the Gap)

Some project teams struggle to deliver one of those zombie projects where no one understands why the projects are still on-going. Jason Little describes a visualization method for collecting data and reaching the necessary decisions. Perspective Mapping (Lean Change)

Staffing is the most crucial part of a manager’s job. Jeff Haden outlines his suggestions on how to interview and hire the best candidate possible for your team. How to Conduct the Perfect Job Interview (Inc.com)

Too often, we think our lack of success may be related to others who are not leading or supporting us as well as they should be doing. Seth Godin talks about what “Lead up” means and how to do it. Lead up (Seth’s Blog)

Fresh Links Sundae – February 3, 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.

In a four-part series, Bob Lewis talks about managing up and suggests effective tactics to consider. The art of reverse delegationManaging up, part 2: Getting your manager past consensusManaging up, part 3: Dealing with an authoritarian bossManaging up, part 4: A great way to build consensus (IS Survivor Publishing)

Not matter what services your organization provides, Stephen Mann advocates it’s never been more important to build strong customer relationships and gives suggestions on where to focus your effort. Is Your IT Service Desk Customer Experience Up To Scratch? (Forrester Blogs)

With the right data and proper analysis, Jonathan Ginter believes you can actually fix many application delivery problems by deploying six suggested tactics. Monitoring 101 – 6 Steps that Can Fix Poor Application DeliveryMonitoring 101: The 2 Pillars of Performance (BMC Communities: Blog: DevOps)

With the increasing use of external infrastructure in cloud form, Robert Stroud explains why it is crucial to integrate the “cloud CI” into the CMDB and do it in an automated fashion in order to be effective. Is the “ITIL” CMDB Still Relevant in Cloud Era? (CA Technologies)

Sometimes the phrase of “Best Practice” can sound like blue sky thinking or even theoretical. Rob England discusses what the word “Practice” means to him, and how the word conveys powerful uses and meanings in the ITSM context. In Praise of Practice (The IT Skeptic)

In many organizations today, IT costs are often buried in the corporate expense line and simply appear as administrative expenses. Perry Rotella outlines the key changes IT leaders can implement to effectively identify costs and gain recognition for IT as a critical driver of business development. Check, Please: Paying for IT (Forbes)

With the changing nature of work and the opportunities created by these changes, Andrew Horne talks about how IT leaders should rethink how they support collaboration, information management and mobility. Three Ways IT Can Drive Employee Productivity (CEB IT Blog)

Reflecting from her recent air travel experience, Melanie Karunaratne talks about the importance of customer experience in IT being the sum of the total engagement that a customer has with an organization. Delivering a Service versus Servicing your Customer (LANDesk Blog)

Advocating that living with meaning is the exploration of the fullness of human possibility, Umair Haque poses thought-provoking questions for all of us to explore within. How to Have a Year that Matters (Harvard Business Review)

In pursuit of reliable, predictable operations, Seth Godin believes the airports have largely ignored the human elements of air travel and outlines the lessons that organizations can learn from when interacting with their own customers. Eleven things organizations can learn from airports (Seth’s Blog)

Fresh Links Sundae – November 11, 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.

Referring to the recent research data from Forrester and Rackspace, Stephen Mann talks about how much poor IT service delivery can cost an organization and how to remedy the situation by focusing on the services, instead of the technologies. What’s The Real Cost Of Poor IT Support And Shoddy Customer Service? (Forrester Blogs)

While SMART goal certainly has its uses in business, Bob Lewis explains why SMART goals might not be such a smart thing to do in IT when they are used in a not so “smart” way. How management fads are killing IT (IT Management – InfoWorld)

Although personal digital technologies have transformed our technology experience dramatically, Rob England cautions that how we use/experience technologies at the personal level does not always translate directly to how businesses should plan/deploy technologies to achieve business outcomes. 2012 #3 Don’t confuse your personal digital experience with business (The IT Skeptic)

Leveraging from the Lean principles, Ben Newton explains why IT Operations should consider incorporate Lean into its activities and outlines several suggestions on doing that. Lean and DevOps – A revolution in IT Operations is on the way (BMC Communities Blog)

Having just returned from ITSM 12 (the 21st itSMF conference), James Finister shared what he saw and learned while attending and participant in the event. ITSM 12 (Core ITSM)

Before your organization launches the next round of social IT initiatives and tools, Melanie Karunaratne outlines the considerations that should be planned for and taken into account. Managing Social IT Channel: Look Before You Leap (LANDesk Blog)

Although winning is arguably the most important goal in sports, Marshall Goldsmith advocates that winning in the business environments takes more than keeping scores. It also involves understanding the organization’s goals and achieving the goals with the utmost enthusiasm and the highest level of performance. Is Winning Everything? (Marshall Goldsmith Personal Blog)

Using rhetorical questions in your speech effectively can enhance the speech’s impact.  Andrew Dlugan explores nine strategies of using such mechanism. How many ways can you use rhetorical questions in your speech? (Six Minutes)

Referring to John Gardner’s teaching on what university should stand for, Bob Sutton talks about the lessons that can be learned from, not just as a university professor but for everyone else. John Gardner on What a University Ought to Stand For (Bob Sutton)

While we find ourselves getting stuck over something from time to time, Seth Godin gives a simple tip to get pass the obstacle and get going again. The best way to get unstuck (Seth’s Blog)

Fresh Links Sundae – August 26, 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.

Given how critical strategies can be for an organization, Stephen Mann outlines the reasons for having an ITSM strategy plan and provides suggestions on how to formulate one. What’s Your IT Service Management Strategy (If You Actually Have One)? (Forrester Blogs)

Traveling around the world, Robert Stroud talks about how two IT organization deploys value-based metrics to deliver business values while maintain agility. Juggling Delivery to Ensure Room for Agility and Value (CA on Service Management)

Using marketing oriented practices, Melanie Karunaratne suggests some techniques that can help building constituent relationships and bringing value from the service desk operation. ITSM and the Art of Marketing (LANDesk Blog)

After analyzing the current big data trend, Dion Hinchcliffe discusses the key changes that drive big data and additional data points that illustrate the current state of big data. How is big data faring in the enterprise? (Enterprise Irregulars)

After working with COBIT 5 for eight months, Steve Taylor shares his experience and the challenges he encountered as his organization tries to adopt COBIT 5. Implementing COBIT 5—An IT practitioner’s view eight months later (ISACA Now)

Using the tips from Russ Miller, CTO of SunView Software, Martin Grobisen goes over how change management and agile methodology can integrate and support each other. 5 Steps to Integrate ITIL into Agile Process (ITSM Lens)

Potentially applicable to what we do as part of the problem management process, Seth Godin outlines a process for conducting problem-solving meetings. How to run a problem-solving meeting (Seth’s Blog)

In response to the ever changing environment, organizations need to find better ways to capture and retain the knowledge accumulated over time. Jim Taggart gives five suggestions on how an organization can help itself by managing the critical institutional knowledge. How to Unlock the Hidden Knowledge in Your Organization (ChangingWinds)

Leveraging ideas from Mike Staver’s recent book “Leadership Isn’t for Cowards,” Don Tennant talks about Staver’s seven tips for establishing a take-responsibility culture. Seven Tips for Building a Culture of Accountability in Your Organization (From Under the Rug)

After learning more from one of the people who display large signs on street corners, Jeff Haden shares his thoughts about what makes work honorable. Managing Employees: What Makes Work Honorable (Owners’ Manual)

Fresh Links Sundae – August 19, 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.

With people being the most critical element for organization changes, Rob England explains how to leverage the people factor via motivation, communication, and development. The People in ITSM (The ITSM Review)

With the success of an organization being dependent on the people within it, Benjamin Whitehead give suggestions on getting the best out of your IT Support team. 10 tips for managing the Human Side of IT (ITSM Portal)

While IT is often known for rapid introduction of new technologies and widgets, retiring old technologies which have outlived their useful lives can be especially difficult. Matt Prigge talks about how to stay ahead of the curve and stay out of trouble caused by old, obsolete technologies. When to cut bait on old IT (InfoWorld)

Leveraging the concept from Matt Prigge’s article, Martin Perlin talks about why it is important to deal with the obsolescence issue for the IT operations tools as well. Cut Bait on Old IT: 4 Areas to Re-examine Current IT Operations Tools (Evolven Blog)

With an increasing emphasis of leveraging automation in IT, Stephen Mann talks about how automation in IT will affect the staffing practices. Prepare Your People For The Future Of IT Service Delivery (Forrester Blogs)

Leveraging the ideas from Stephen Mann’s automation comments, Aprill Allen discusses how knowledge management and IT can achieve a better level of collaboration. Is Forrester the Marriage Counsellor for KM and IT? (Knowledge Bird)

Using NASA’s robot rover Curiosity landing on Mars as an example of automation, Melanie Karunaratne talks about what pitfalls to avoid when designing process automation for ITSM work. Process Automation: Blazing the Trail (LANDesk Blog)

Recalling from her recent itSMF SIG attendance, Ros Satar discusses her classroom experience and the take-aways she took with her. Continual Service Improvement (CSI) (The ITSM Review)

In a two-part series, Jim Taggart gives his take on what separate the term management from the term leadership. Are We There Yet? More on the Leadership-Management Debate (ChangingWinds)

For many of us who utilizes LinkedIn as a professional networking tool, Kristin Lyon explains how the “Pay it Forward” concept can be a powerful tool for managing our LinkedIn connections. Commit to Pay it Forward to Your LinkedIn Connections (Modis)