Fresh Links Sundae – May 20, 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.

Through the SEAS and CARE principles, Jeff Wayman suggested some opportunities for improving the efficiency and effectiveness of service desk function. 8 Areas to Improve Help Desk Customer Experiences (ITSM Lens)

Alicia Choo started cataloging and sharing her thoughts on IT service management and IT governance via her blog. I wish her much success and look forward to reading her great work. Here is a sample of what is to come. My take on ITSM and IT Governance: Foundation (Choofca’s Brain Dump)

Charles Betz shared three books that, when taken together, can outline a program for improving IT management. Three books for the next ten years (Charles Betz)

Simon Morris discussed the concept of Coach Loop and how you can use its iterative nature to improve the processes in your organization. Be sure to check out the whitepaper that discusses this topic in detail. Increasing process performance using feedback loops (ServiceNow Community)

James Finister talked about six factors that can lead to poor decisions and outcomes when practicing ITSM. The 6 Deadly “I”s of IT Managers (Core ITSM)

Using a couple of survey examples, Charles Betz suggested that having a consistent IT terminology is more important than most people think. Semantics matter: the troubled world of IT terminology (Charles Betz)

Ten experts shared their viewpoints on how they see where IT is in relation to social media and how this relationship should develop. 10 Key Issues on Social Media and IT (Evolven Blog)

Expanding on the premise of learning is just as important as performing; Bret Simmons talked about situations where people fail to recognize the need of learning, not just performing. Ten Signs You Are Too Smart To Learn And Too Incognizant to Know (Positive Organizational Behavior)

Seth Godin talked about beating the competition is not so much about working harder or being more creative. Hard work on the right things (Seth’s Blog)

Mark and Mike of Manager Tools talked about creativity being not so much as having wild ideas out the blue but noticing things that are more fundamental. Creativity (Manager Tools)