Fresh Links Sundae – January 20, 2013 Edition 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.

While some may hold the belief that DevOps and ITIL are in conflict with each other, Robert Stroud explains why that is not the case and why proper application of the DevOps concept can further strengthen an organization’s IT capability. Does the emergence of DevOps mean the end of ITIL? (CA Technologies)

The Bring Your Own Device (BYOD) trend 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. The realist’s guide to BYOD and why it’s a long-term trend (InfoWorld)

By leveraging four key consideration elements, Roman Jouravlev suggests a model that can make an IT initiative clearer and easier to assess. ITSM ORBIT or How to help a tail to wag the dog (ITSM Portal)

With a two-part series, Matthew Selheimer describes a four-level model of social IT maturity and discusses how to avoid the most common pitfalls. The part-two of the post is available here. Getting Started with Social IT (The ITSM Review)

Although the concept of the ITIL problem management may be straight forward, few people fully understand it or appreciate its importance. Ian Aitchison defines what Problem Management process is, describes its value, and gives pointers on how to get started. Problem Management: The Teenager of the ITSM Household (LANDesk Blog)

Questioning some of the recent criticism on consultants and their contribution to the ITSM community, James Finister discusses the operating parameters consultants must work with and how the parameters differ from those of ITSM practitioners. Them and us – again (Core ITSM)

Building on the premise that people who have positive influence on us is that they also have real presence when they communicate. Mark Goulston examines the three essential elements that make up the presence. Real Presence, the Foreplay to Real Influence (Usable Insight)

By using a drinking water example, Anna Farmery talks about why brands should focus their effort on filtering and distributing the ocean of data to their intended audience. How to Quench the Thirst of Your Customer (The Engaging Brand)

After observing a magician performing his card tricks on a train, Adrian Reed draws a parallel with his BA work and explains the lesson he took away. Avoiding Elitism in Your Business Analysis Templates and Techniques (Bridging the Gap)

Peter Drucker was once quoted to have said, “Half the leaders I have met don’t need to learn what to do. They need to learn what to stop.” Marshall Goldsmith outlines 20 interpersonal behavior challenges that leaders can work on to correct. Bad Behavior (Marshall Goldsmith Personal 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 – 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 – May 13, 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.

Johna Johnson discussed the movement from the Information Technology era to the Enterprise Technology era and how IT professionals can prepare themselves for this transition. From IT to ET: Cloud, consumerization, and the next wave of IT transformation (Network World)

Jeffrey Rayport discussed the requirements and approaches that could encourage more innovative behaviors from an organization’s frontline workers. Free Your Frontline Workers to Innovate (Harvard Business Review)

Joshua Simon suggested four important areas to automate as part of the email support structure. Help Desk 101 – 4 Essential Automations for Email Support (ITSM Lens)

James Finister shared his thoughts on the mobile computing, the BYOD trend, and how to take advantage of trend. The Lure of Shiny New Toys (Core ITSM)

Ellen Messmer talked to the IT organizations in two companies and got their (rather opposite) viewpoints on the BYOD mobile computing trend. BYOD battle: A tale of two opposing IT viewpoints (Network World)

Rob England gave his opinions of comparing two sources for good IT practices: ITIL and COBIT. Why COBIT wins in a showdown with ITIL (The IT Skeptic)

Rob England used a railway example to describe what a service catalog is and can do for the organization. What is a Service Catalogue? (The ITSM Review)

Troy DuMoulin describes an ITSM transforming approach used by Pink Elephant to help its clients bring results. Pink Elephant’s ITSM Transformation Methodology (Troy’s Blog)

Anna Farmery suggested that one approach of managing people should be from the value-creation perspective, like managing a balance sheet in business. The People Balance Sheet (The Engaging Brand)

Adrian Reed talked about the pitfalls to avoid and to remedy when conducting workshops. How to avoid 7 common workshop pitfalls (Bridging the Gap)

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

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