Fresh Links Sundae – July 14, 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.

Business can be dynamic, and it is not possible to define rules that will cover all situations. Robert Stroud tells us a story about striking a balance between following processes and keeping the business needs in mind. Ask For Permission First or Forgiveness Later? (CA Technologies)

Based on a recent survey, the current maturity levels of some critical ITSM processes continue to lag behind the others, even after two decades since ITIL was first published. Tim Sheedy believes that the trend is changing, and the emergence of business technology is going to benefit ITSM. Does ITSM Still Have Relevance In The Empowered BT Era? (Forrester Blogs)

Many organizations use new technologies to help drive changes or to move the business forward. Once the technologies become ingrained into the business, what do you do if your business needs to move in a new direction, but the technologies already invested will not support the new business model? Bob Lewis makes a suggestion on what to do in those situations. Technology. It drives everyone forward. While it holds everyone back. (IS Survivor Publishing)

Even though social media may appear to be something new or revolutionary, Rob England explains that being social is nothing new, perhaps how we conduct social activities differs. Similarly, the need for ITSM has always been around, but how we conduct ITSM before, now, and in the future might look different. Progress (The IT Skeptic)

A number of new businesses have sprung up from the opportunities created by technological innovation. Anna Farmery explains why curiosity can be a prerequisite for seeing and excelling with technological innovation. How Curious Brands Gain Through New Technology (The Engaging Brand)

Customer retention is a critically important for any business. Jeff Haden gives his perspective of how to assess a business’ effectiveness in retaining its customers. Best Way to Calculate Customer Retention Rate (Inc.com)

Leadership can have a productive or distracting influence on the team. Stephen Lahanas outlines his suggestions of the productive leadership qualities. The Top 10 Tips for Team Leadership (Technovation Talks)

Thought leadership may seem to be a straight-forward concept, but how does one practice and become a thought leader? Mitch Joel explains what makes a thought leader and how to become one. How To Become A Thought Leader (Six Pixels of Separation)

The behavior of obsessing over a particular goal sometimes can cause us to miss the larger picture or mission. Marshall Goldsmith explains what changes each of us can make in order to avoid being overly goal obsessive. Goal 1, Mission 0 (Marshall Goldsmith Personal Blog)

Umair Haque does not believe that being an expert at winning the games is leadership. He outlines six qualities that real leaders should practice. How and Why to Be a Leader (Not a Wannabe) (Harvard Business Review)

Fresh Links Sundae – March 10, 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.

Leverage a recent Forrester study on the topic of on-premises and SaaS ITSM tools, Stephen Mann discusses the good practices distilled from the discussion with a customer. 12 Tips For Moving From An On-Premises To SaaS ITSM Tool (From A Customer) (Forrester Blogs)

Bob Lewis suggests that there are no magical technology solutions that can solve hard business problems with only minimal work.  IT is all about good people doing the hard work. Don’t believe the drumbeat against IT (InfoWorld)

In the latest issue of ServiceTalk from the itSMF UK, Robert Stroud offers two phased approaches to address the challenge of proving full account of IT costs in terms of business capability. Financial Management: The Forgotten Discipline (CA Technologies)

In order to have an effective problem management practice, Simon Higginson believes there are four problem management measurements that are essential. Four Problem Management SLAs that you really can’t live without (The ITSM Review)

For some time, the traditional IT’s emphasis on process and technology has not paid sufficient attention to the people component. With the advance of IT, Matthew Selheimer believes that IT organizations can restore the balance for success by integrating five key behaviors into the people component of the triad. Power to the People (The ITSM Review)

Believing the creation of service catalog is the first step of a successful ITSM implementation, Yemsrach Hailemariam outlines seven key considerations when formulating your own service catalog. 7 golden rules for getting the most from the Service Catalogue (The ITSM Review)

Believing there is a limit for humans to accept and process the rate of change, Rob England advocates that IT exists to protect and to serve the organization by managing the risks, resulted from the rate of changes. Slow IT (The IT Skeptic)

After working with many successful leaders who are committed to taking their games to the next level, Marshall Goldsmith recommends that one key ability of today’s executive should be learning and knowing how to ask questions. Advice on Getting From Here to There (Marshall Goldsmith Personal Blog)

Some business principles come and go. Jeff Haden outlines eight principles that are timeless and you can use forever. 8 Timeless Business Principles (Inc.com)

Concerned that there is a trend of assuming complex social issues can be solved as engineering challenges or as nicely packaged, convenient nugget of solutions, Umair Haque argues that great ideas challenges us a lot more than simply entertaining us. Let’s Save Great Ideas from the Ideas Industry (Harvard Business Review)

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 – December 9, 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.

Working with Paul Wilkinson of GamingWorks, Stephen Mann describes some of the customer-oriented issues that IT is still facing and what can IT do to improve the situation. How Gremlins And Vanilla Ice Can Help Us Deliver Better IT Services (Forrester Blogs)

Because the new value IT delivers comes in the form of the new and enhanced applications needed to enable business changes, Bob Lewis outlines six suggestions where an IT organization can speed up the IT side of business change projects. 6 tips to break app dev bottlenecks (InfoWorld)

Responding to a recent discussion on Twitter and Back2ITSM about the service catalog, James Finister explains what myths have surrounded the service catalog concept and what we can do with service catalog to extra real value. We Need to Talk About the Service Catalogue (Core ITSM)

Making the observations that there are many under-utilized or abandoned IT systems and processes, Rob England discusses the reasons why those systems eventually turn into ruins and fossils in the land of IT. IT archaeology (The IT Skeptic)

The complex business workflows today often cross many organization silos. Alex Honor discusses where some of the pain points in handoffs are and how to fix them. Improving Flow: Fix the Handoffs to Remove Your Worst Bottlenecks (dev2ops)

Dealing with two potential camps of constituents who require different sets of information from the ITIL framework, Stuart Rance suggests that perhaps another set of publications that focusing on the leading edge practices maybe an answer. Is it time for a two-speed ITIL? (The ITSM Review)

Many of us are increasingly tied to our electronic devices and find it difficult to disconnect because of our fear or dislike for boredom. Kirstie Magowan explains why we need to disconnect from time to time and treat boredom as an opportunity. When was the last time you were bored? (Common Sense and Service Management)

Believing in that we are on the cusp of what he calls “The Human Age,” Umair Haque proposes what we all can do to help fix the world in which we live in. How to Fix Your Soul (Harvard Business Review)

When delivering custom work, Seth Godin talks about why helping a client envision what they want before they see it is a worthy endeavor. Avoiding “I’ll know it when I see it” (Seth’s Blog)

Finishing presentations on-time is an important speaking skill. Andrew Dlugan outlines five suggestions that speakers can use to better control their presentation timing. Presentation Timing: 5 Tips to Stay On Time and Avoid Audience Wrath (Six Minutes)

 

Fresh Links Sundae – October 7, 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.

I started out my career as a systems administrator, and I believe the really good sys admins/DBAs tend to be both paranoid and lazy at the same time. While the laziness aspect has to do with automation, Chris Foot discusses the paranoid aspect of the behaviors with a two-part blog. The Art of Being a Successful DBA – Paranoid DBA Best Practices, Part I (Remote DBA Experts)

Although technical qualification maybe an important consideration when hiring good service desk staff, Kirstie Magowan explains that life skills and personality attributes are just as important to consider as ever. Who is your next hire for the service desk? (Common Sense and Service Management)

If you are working on putting together a Relationship Management process for your organization, Alicia Choo posted a sample operating procedure document and a few other support documents that may help in your endeavor. My take on ITSM and IT Governance: Relationship Management (Choofca’s Brain Dump)

Business and application development teams sometimes blame IT operations for so many frustrations, Martin Perlin outlines why IT operations cannot seem to catch a break and what can be done to reverse the trend. IT Operations Suffers from An Undeserved Bad Reputation (Evolven Blog)

Trying to assess what are some of the causes for failure behind ITSM implementations, Larry Cooper argues that instituting ITSM practice solely for the sake of implementing ITIL is a wrong approach and what to do about it. The problem with ITSM is ITIL (ITSM Portal)

Using an example analysis though a CFO’s perspective, Perry Rotella suggests what CIOs can do to make their contributions more easily understood and relevant to his C-level colleagues. Think Like a CFO to Gain C-Suite Credibility (Forbes)

In this blog entry, Laura Brandenburg explains how business analysts approach requirements specifications, what a hiring manager is looking for, and finally how can a BA determine what her real capabilities in creating requirements specifications. How to Present Yourself as Capable of Doing Requirements Specifications (Bridging the Gap)

Leveraging from a recent training class taught by Marieke McCloskey, Andrew Dlugan outlines Marieke’s tips for designing and delivering training courses. 28 Tips for Designing Training Courses: Case Study (Six Minutes)

Seeing the trading of meaning for money as a toxic trade-off, Umair Haque encourages us to enrich ourselves more with meaning in life rather than purely with simple monetary wealth. Making the Choice Between Money and Meaning (Harvard Business Review)

After watching the most recent broadcast of the Ryder Cup, Mark Horstman discusses his impression of the sportsmanship displayed (or lack of) during the recent golf match. Ryder Cup Disappointment (Manager Tools)

Fresh Links Sundae – April 29, 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.

Managing the Business of IT Needs More Than Just Good Project Management Robert Stroud discussed the three key elements of “Business of IT,” Portfolio Analysis, Financial Transparency, and Performance Management, and why it is critical to execute them well. (CA on Service Management)

End users: should we put them in padded cells? David Johnson discussed the term “end user” and why people oriented considerations are important in any infrastructure design decisions. (Computerworld UK)

Do you have a people strategy? Seth Godin argued that strategies for communication medium such as email, web, and mobile are not addressing the most important strategy of it all. (Seth’s Blog)

Help Desk 101 – 10 Things to Consider for your EMAIL ONLY Support Team Joshua Simon gave ten solid suggestions on running an email only support operation. (ITSM Lens)

What is Service Management? Rob England gave a detailed run-down of the service management concepts using a railway example. (The ITSM Review)

ITSM Customer Relationships: Mad Customer Disease Julie Montgomery talked about ways to help customers with getting things done effectively, efficiently, economically and equitably to get value for money. (Plexent)

SDITS 12 – A New Beginning? James Finister shared his recent experience at SDITS 12. (Core ITSM)

The cult of innovation Rob England discussed why innovation for its own sake is counter-productive and why instead we need to concentrate on the efficiency and effectiveness of what we do for the organization. (The IT Skeptic)

You Don’t Need This “Recovery” Umair Haque discussed we might be in a eudaimonic depression, in his terms, and suggested what to do about it. (Harvard Business Review)

Overcome the Addiction to Winning Marshall Goldsmith discussed the importance of not winning on everything; include the meaningless or trivial stuff. (Marshall Goldsmith)

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 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 I admire, and I hope you will find something of value. No Fooling!

Service Desk 2.0: Aale Roos described in detail his vision of a future service desk. (Pohjoisviitta Oy)

IT for free? Where do I get IT?: Robert Stroud talked about why IT and business do not seem to align, and the misalignment has created trust issues. (CA on Service Management)

IT Skills Trends and Opportunities from the Experts: Evolven compiled a list of IT skills and trends discussions from various sources. (Evolven Blog)

5 Missing Functions That Could Kill Your Help DeskJeff Wayman discussed five things that can seriously impede a service desk’s capability and performance. (ITSM Lens)

Asking the Right Questions Can Have a Dramatic Impact on Your Life: Don Tennant discussed how asking the right questions can be just as important as knowing how to answer questions when it comes to building relationships and delivering business results. Why Mastering the Art of Asking Questions Is So Essential is a follow-up post. (From Under the Rug)

IT’s stranglehold loosens another notch: Gary Hinson compared today’s cloud and mobile computing trends to the personal computing trends two decades back and tried to draw some parallels and lesson learned. ((ISC)2 Blog)

More on next gen ITM: Charles Betz discussed the characteristics that he sees as essential for the next generation of IT management platform, which incorporates both project and service management capabilities on a common platform with integrated resource management. (Charles Betz)

Defining IT Service Management – Or Is That “Service Management”?: Stephen Mann discussed the definitions of ITSM and why challenges in today’s environment necessitate a far more customer-centric approach to IT service delivery. (Forrester Blogs)

Beware The Self-Righteous Fool: Bret Simmons discussed the question of how or whether should we deal with self-righteous behaviors at work? (Positive Organizational Behavior)

Overthrow Yourself: Umair Haque  discussed what is the purpose of enterprise and why he feels the purpose of enterprise is to evoke the highest human potential. (Umair Haque)

Fresh Links Sundae

Fresh Links Sundae encapsulates some pieces of information I have come across during the 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.

 

 

 

What would the future of Service Desk looks like? James Finister describes his view. Service Desk 2.0 (CORE ITSM)

Another view point on the future of Service Desk from Rob England. User self-help – a skeptical view (The IT Skeptic)

Charles Betz discusses a number of dynamics that impact the future of IT management. Next generation IT management (Integrated IT Management)

Robert Stroud describes what a case of brilliant customer experience he came across when he recently traveled to Europe. Customer Service making a difference and changing the way I travel to Europe (CA Community)

Joshua Simon discusses how ITIL best practices can contribute to improved information security. How ITIL Addresses Security (The ITSM Lens)

Marshall Goldsmith talks about what coaching advice he might give to two coaches, Joe Torre, the former coach of the New York Yankees, and Joe Girardi, the new coach of the Yankees. Torre and Girardi: Coaching the Joes (Marshall Goldsmith)

Mark Horstman and Mike Auzenne talk about why it is important to make sure your priorities are reflected in your calendar. Life is what happens… (Manager Tools)

Seth Godin asks “Who is your customer?” (I think it is also a concept that is vitally important in ITSM and drives how services can and should be provided.) Who is your customer? (Seth Godin’s Blog)

Liz Ryan discusses ways to make your LinkedIn profile work harder for you. 25 Ways to Make LinkedIn Work for You (Bloomberg BusinessWeek)

Umair Haque suggests that it is time to get “lethally serious” about doing things that actually matters. Create a Meaningful Life Through Meaningful Work (HBR Blog Network)

Credit: Image Courtesy of Wikipedia