Fresh Links Sundae – January 27, 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.

Big data was a hot technology topic in 2012. Bob Lewis discusses the trend and its suitability to organization in terms of the organizational players involved, the degree of affordability, and the disruption to the enterprise. Don’t expect big-time results from big data (InfoWorld)

Although IT Asset Management can be an under-appreciated function with many organizations, Jon Hall suggests four tactics that IT Asset Manager can use to make their value to the organization more visible and impactful. ITAM 2015: The evolving role of the IT Asset Manager (Evolving ITSM)

In a two-part post, Andrew Horne looks at seven common pitfalls that cause scorecards to fail and outlines some metrics currently used by the most progressive organizations. The Seven Pitfalls of IT Scorecards and Five Metrics for Your 2013 IT Scorecard (CEB IT Blog)

A popular ITSM metric is the measurement of incidents and how quickly we were able to help our customers recover from them. Dan Kane advocates that simply measuring incident resolution rate is not sufficient – focusing on the overall customer experience is. Rethinking the Role of Incidents in Service Management (Hazy ITSM)

With the general technology competency level rising amongst the end users, the notion of self-supported user population may result in the eventual phasing-out of the service desk. Patrick Gray explains why general users’ familiarity with technology doesn’t necessarily translate into troubleshooting capability. Don’t be premature in closing your help desk (TechRepublic)

In an era where companies accumulate a great deal of information about us, Anna Farmery talks about big data as a business opportunity for companies that embrace the concept of trust, transparency, and responsibility. Big Data – Being Open Can Bring Success (The Engaging Brand)

An effective speaker is often an audience-centric speaker. In a three-part post, Andrew Dlugan describes what audience analysis is and the types of questions a speaker should be asking about his audience. Part 1: How to Conduct Audience Analysis Part 2: Audience Analysis: A Guide for Speakers Part 3: How to Improve Your Speeches Through Audience Analysis Part 4: Worksheet Download (Six Minutes)

In comparing “I don’t” vs. “I can’t,” Heidi Halvorson talks about why one mindset is much more empowering than the other. The Amazing Power of I Don’t (rather than I Can’t) (Dr. Heidi Grant Halvorson)

In every discipline, there are stars recognized for their extraordinary results or contribution. Adriana Beal discusses three traits that star business analysts have in common. 3 Characteristics of Star BAs (Bridging the Gap)

Although the terms “purpose” and “goal” may appear to be similar in definition, Marshall Goldsmith explains what makes those two terms different. Mission Control: Putting Our Purpose Above Our Goals (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – July 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 resonates with me, and I hope you will find something of value.

If your service desk is still delivering services via only the traditional methods, Robert Stroud suggested it may be time to look into new and innovative methods to engage the business community. Today’s Service Desk Must Have “Social and Mobile” (CA on Service Management)

Although being accessible to the customers is very important for a service desk, Rob England proposed it is just as critical for the service desk staff to have the time they need for training and team building activities. The service desk isn’t here right now (The IT Skeptic)

Managing changes in organizations is rarely easy or trivial. Using a real-life example, Liz Ryan explained how buy-in for changes should be handled. Need Buy-In From the Team? Open Up (Businessweek)

How to leverage available information effectively in an enterprise is always a concern, and Patrick Gray discussed what to keep in mind when examining the big data use cases. Is Big Data big hype? (TechRepublic)

If you are working on putting together a service desk support process for your organization, Alicia Choo posted a sample operating procedure document that may help in your endeavor. Service Desk and Site Support (Choofca’s Brain Dump)

One challenge of managing IT personnel is having a workable framework for defining jobs, hiring candidates, and keeping the employees engaged and growing. SFIA is one possible framework that can be used for managing IT workforce, and Ros Satar discussed what SFIA is and how it can be used for ITSM work. SFIA & ITSM (Skills for the Information Age) (The ITSM Review)

Pink Elephant has published its Incident, Problem, and Change Management Metrics Benchmark update with an analysis of voluntary survey responses by IT managers across the globe since early 2010. Incident, Problem, and Change Management Metrics Benchmark – July 2012 (The Pink News Blog)

Because most of us always try to effectively juggling as many projects we can, Adriana Beal made five observations on how to improve your productivity. How to Be Super Productive and Effective (Bridging the Gap)

Current period of slow employment growth is something not many of us have experienced before. Peter Cappelli wrote a book about the current phenomenon and discussed his viewpoints during an interview. Why Good People Can’t Get Jobs (Knowledge at Wharton)

Using past IT examples, Bob Lewis discussed how migrating applications to cloud is no trivial setup and why. Migrating to the cloud means more work than you think (InfoWorld)