Fresh Links Sundae – June 2, 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.

Responding to the assertion that robotics may soon replace people on the IT support function, Rob England believes that such assertion is decidedly premature. Let’s not underestimate the resilience of people and societies (The IT Skeptic)

When facing the dilemma of serving IT constituents and maintaining sound technology architecture at the same time, Gregory Tucker reminds us the risks of over-responding to user requests that compromise a designed service. Managing to Design (Tracted IT Management)

A key driver behind the DevOps movement is to balance between the need for changes and the need for stability. Using a causal loop diagram, Charles Betz offers a model to illustrate how changes, IT availability, and business value affect one another. Part 1 and DevOps CLD part 2 (lean4it)

With a four-part series, Niek Bartholomeus discusses the drivers and suggests the approaches for introducing DevOps in a traditional enterprise. Part 1, Part 2, Part 3, and Implementing a release management solution in a traditional enterprise (BMC Communities Blog)

Most organizations practice the chain-of-command like structure for handling support requests. Stuart Facey believes that bringing the necessary people and experts together in a collaborative manner is a better approach and will go a long way to improve the support experience for customers. The service desk shuffle: Collaboration trumps hot potatoes (The ITSM Review)

Some IT organizations adopt the “trial by fire” approach to weed out the new comers. Sometimes those organizations tolerate more of the rude behaviors from the senior team members towards the junior ones. Patrick Gray suggests that perhaps it is effective to do it differently. Does IT eat its young? (TechRepublic)

With an abundance of “free” security tools available, many organizations have asked whether the free solutions can be as effective as the ones that require an up-front financial investment. Sorin Mustaca suggests that most “For Free” analysis of the costs stops at the acquisition and ignores others like the installation and maintenance costs. Security “for free”? ((ISC)2 Blog)

Good blogs are like good restaurants – one goes there for a delicious meal and leave pleasantly satisfied. Melissa Hathaway suggests ways to populate a blog with more timely and relevant content for its targeted readers. Engage Your Blog Readers with Meaty Content (Writing On The Web)

While use cases might not always be the most appropriate choice for every project; however, there can be misconceptions about exactly when and how the use cases should be used. Laura Brandenburg outlines three scenarios when it’s appropriate to apply use cases. When Would You Write a Use Case? (Bridging the Gap)

Many leaders all too often believe that their organizations operate with efficient, free-flowing communication and found themselves surprised by the lack of understanding from the staff at the lower levels of the organization. Marshall Goldsmith suggests that proactively practicing follow-up will cure many miscommunication situations. Don’t Just Check the Box (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – March 17, 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.

When comparing to products, partners and processes, addressing the people factor with leadership is often the most critical element of an ITSM initiative. David Ratcliffe outlines which behaviors and actions can enable a leader to generate trust, confidence and respect when interacting with others. The WHATs and HOWs Of A Great IT Service Management Leader? (Pink Elephant)

The recent decisions from Yahoo! and Best Buys on curtailing telework generated many reactions. Bob Lewis discusses his opinions about working remotely, maintaining relationships, and explains why the decision at Yahoo! was more of a fairness issue at this juncture. Yahoo! We get to work together face to face (IS Survivor Publishing)

As a tutorial to those who may be new to the ITSM subject matter, Stephen Alexander outlines three major ITSM roles, what they do, and the differences between those roles. Process Owner, Process Manager or Process Engineer (The ITSM Review)

Cloud computing, like many technology tools, cannot address all business problems. Patrick Gray lists several situations when the cloud computing might not always be the appropriate solution we need. When is the Cloud not the right tactic? (TechRepublic)

Many of the consumer/cloud technologies can be quite capable. Before building critical business processes on the consumer-grade cloud solutions, Bob Lewis suggests spending some time investigating whether the organization may need something more sophisticated than consumer-level technology can provide. Don’t let consumerization be the free lunch that eats you (InfoWorld)

In a two-part series, Niek Bartholomeus gives an in-depth look into how he apply the DevOps principles within his organization in order to support the software delivery activities. [DevOps] #1 My experience with introducing DevOps in a traditional enterprise [DevOps] #2 A closer look at introducing DevOps in a traditional enterprise (BMC Communities Blog)

While most of us live in a competitive business environment, Scott Eblin suggests five reasons why sharing expertise or cooperating with your competitors might make sense on occasions. Five Reasons Why You Should Help Your Frenemies (Eblin Group)

In a three-part series, Jim Taggart explains what is emotional intelligence (EI) is all about and how EI principles apply to leadership. Are You Emotionally Intelligent? EI–The Inner Side of Leadership: Part I Are You Open to Outcome, and Not Attached to It? Emotional Intelligence, Part Two Do You Know Who You Are? Part Three on Emotional Intelligence (ChangingWinds)

Jeff Haden believes that we all can do many things towards becoming happier. He outlines ten things we should stop doing altogether. How to Be Happier at Work: 10 Tips (Inc.com)

Many of us fail to follow through on a number of changes we promised to do. Marshall Goldsmith gives five of the most common reasons for giving up on our goals and makes suggestions on overcoming the roadblocks. The Five Reasons We Give Up (Marshall Goldsmith Personal Blog)