Fresh Links Sundae – April 8, 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.

IT Service Management And ITIL Thinking – Brawn, Brains, Or Heart? Stephen Mann discussed ITSM people “stereotypes” and what we can learn from them in terms of communication, education, and ITSM tool selection. (Forrester Blogs)

The 7 Tenets of Providing Great Service at the Help Desk Jeff Wayman discussed seven principles a service desk can follow through to provide great IT services. (ITSM Lens)

3 Ways to Simplify IT Reporting Julie Montgomery provided suggestions on effective IT reporting. (Plexent)

Eating the ITIL elephant one leg at a time Rob England discussed why sticking with the premise that an ITSM initiative is assembled from the ITIL processes could be missing the real point. (The IT Skeptic)

Dev-Ops? New-Ops? Cloud-Ops! Martin Perlin discussed what impact cloud computing has on the interaction between the Dev and Ops teams. (Evolven Blog)

Team Building without Time Wasting Marshall Goldsmith explained a simple, practical, and efficient process for team building. (Marshall Goldsmith)

Make Less Decisions Mark and Mike discussed the importance of prioritizing and making decisions ahead of time can make later decision-making easier and to avoid distractions (Manager Tools)

The Biggest Mistake You (Probably) Make with Teams Tammy Erickson discussed which is more important to promoting collaboration: a clearly defined approach toward achieving the goal, or clearly specified roles for individual team members? (Harvard Business Review)

The Things Customers Can Do Better Than You Bill Lee gave examples where customers can do things better than the organization thinks they can. And why an organization should involve their customers more help grow its business? (Harvard Business Review)

Where’s the Web Heading? A Prediction Daniel Burrus gave his takes on the direction of technologies where web 3.0 and even web 4.0 might be going. (Strategic Insights Blog)

Fresh Links Sundae – March 25, 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.

Robert Stroud talked about how the role of IT has changed from a pure operational role to a more strategic and business-oriented one. Transformation of the role of the CIO (CA on Service Management)

Rob England discussed that many organizations have not managed or governed their IT function effectively and can do more. Organisations have failed their IT like bad parents (The IT Skeptic)

Charles Betz examined a recent survey on IT demand management and discussed some preliminary findings. IT cannot prioritize (Charles Betz)

Jeff Wayman made some suggestions on how service desk can help its users to combat hacking and protect themselves. 5 Ways a Help Desk Can Stop a Hacker (ITSM Lens)

Don Tennant discussed a research finding where leaders and employees having very different views on who is helping to promote innovation and who is not helping. Research Shows Company Leaders Are Stifling Innovation (From Under the Rug)

Damon Edwards discussed how reducing batch sizes can improve the effectiveness of DevOps within your organization. DevOps Lessons from Lean: Small Batches Improve Flow (- Blog – dev2ops)

Brad Power discussed two examples of IT playing a leadership role in helping two organizations drive competitive advantage. Look to IT for Process Innovation? (Brad Power – Harvard Business Review)

Bob Sutton talked about how effective leaders practice both leadership and management principles together. Hollow Visions, Bullshit, Lies and Leadership Vs. Management (Work Matters)

Marshall Goldsmith discussed a simple, yet effective system for getting better at providing positive recognition. How Do I Provide Meaningful Recognition? (Marshall Goldsmith)

Finally, a simple yet informative explanation of social media for a simple-minded individual like me. Social media explained with donuts (Geek.com)

Fresh Links Sundae – March 18, 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.

David Ratcliffe discussed what he saw as IT 2.0 coming of age – what risks to understand and what opportunities to seize for the IT leaders and professionals. The Reason Doris Day Is Not An IT Leader (PinkPresident)

Stephen Mann discussed how awareness for ITIL has gone beyond the I&O professional group and suggested ways to leverage the “outside” awareness to the advantage of the I&O professionals. The Cult Of ITIL: It Has More Followers Than You Think (Forrester Blogs)

Jeff Wayman outlined five important activities that IT can do to proactively manage the cloud computing and outsourcing trends. Combating the Modern Outsourcing of IT (ITSM Lens)

Aprill Allen discussed how to proactively do knowledge management so everyone in the organization benefits while reducing risks. Hoarding for headcount (Knowledge Bird)

Eric Feldman outlined steps to combat “zombie” services or applications that take up resources with little or no return in value. The Looming Zombie Apocalypse in your Data Center (CA on Service Management)

Simon Morris analyzed the different approaches to support VIP in an organization and suggested ways to improve the overall user experience. How to Provide Support for VIPs (The ITSM Review)

Evolven presented outlooks on IT spending in 2012 from various IT analysts such as Gartner, IDC, Forrester, etc. 2012 Predictions on IT Spending from Experts and Industry Analysts (Evolven Blog)

McKinsey Quarterly presented a list of winning entries from the “The Beyond Bureaucracy Challenge” contest that it recently ran. Listening to employees: The ‘Beyond Bureaucracy’ winners (McKinsey Quarterly)

One particular article from McKinsey’s report caught my attention. Managing Beyond the Organizational Hierarchy with Communities and Social Networks at Electronic Arts (Management Innovation eXchange)

Lastly and certainly not the least, we present the problem management practice at the most advanced form for your weekly enlightenment. Jedi Problem Management (Real ITSM)

Credit: Image Courtesy of Wikipedia

Fresh Links Sundae – March 11, 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.

Robert Stroud commented on a recent released white paper on ITIL study from APMG and asked the question. Is ITIL still delivering the value? What the data tells us (The post also contains the link to download the study whitepaper) (CA on Service Management)

Jeff Wayman at ITSM Lens discussed and highlighted the fact that an ITSM initiative is very much a people endeavor, with the process and tools, while still important, playing more of a secondary role. 10 Reasons Why Your ITIL Implementation Will Fail (ITSM Lens)

Troy DuMoulin authored an excellent whitepaper on “Top 10 Considerations For Successful ITSM Programs” Check out Pink Elephant’s PinkLINK newsletter to download the whitepaper. (Pink Elephant)

Stephen Mann talked about mobile device management and how it relates to his message of “Support the people not the technology.” Enabling Customer Mobility: Why Current Mobile Device Management Thinking Is Flawed (Stephen Mann’s Blog)

Bob Sutton gave an example of when a good boss would intervene when something goes wrong. FUBAR, SNAFU, Fast Company, and Good Bosses (Bob Sutton)

George Colony, Forrester CEO, wrote about his observation from attending the World Economic Forum in Davos, Switzerland. 14 Things I Learned At Davos 2012 (The Counterintuitive CEO)

Finally, nine links in one post and full of experts’ opinions on what’s to come. I listed three just for fun, and you can find more in the post. Big Data Predictions and Opportunities for 2012 from the Experts (Evolven Blog)

Credit: Image Courtesy of Wikipedia

Fresh Links Sundae

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.

While ITIL is still the framework of choice for many infrastructure and operations organizations, Stephen Mann suggested that ITIL plus another framework or strategy is needed. USMBOK may be the second framework used in conjunction with ITIL. It’s Time To Realize That “ITIL Is Not The Only Fruit” (Forrester Blogs » Stephen Mann)

CEO of a large retail chain visited Bob Sutton’s Stanford class and talked about the customer service warning signs that can be hard to tell from operational statistics alone. Perhaps we in IT also need to develop similar metrics for our customer service efforts? Greetings and Bathrooms: One CEO’s Metrics for Retail Stores (Bob Sutton)

Daniel Burrus discussed some approaches to transform and save the U.S. manufacturing sector. I believe all of the suggested approaches can also be used for the continual improvement effort in IT. How to Save the Manufacturing Sector (Strategic Insights Blog)

Jeff Wayman suggested five common areas where a Service Desk could automate, in turn increasing productivity for both the customers and the staff. Free Weekends for the 24-Hour Help Desk (ITSM Lens)

Marshall Goldsmith talked about how the action of commitment to quality speaks much louder than common buzzwords such as “empowerment” or “customer delight.” Putting Quality on the Line (Marshall Goldsmith)

Gina Smith discussed that, while all the breathless coverage of the consumerization trend taking place, one recent study maybe debunking some of the myths. Five consumerization of IT myths debunked, maybe (TechRepublic)

Something Seth Godin said in this blog got me thinking — the same situation can also be said for IT. We have been operating IT a certain way for a long time. Maybe it is time to take some fresh thinking or different approaches. The map has been replaced by the compass (Seth Godin’s Blog)

Robert “Transformed” Stroud discussed how the increasing business’ involvement in selecting/using information technologies will force some transformational influence upon IT. IT will transform or be transformed (CA on Service Management)

Charles Betz discussed how using enterprise architecture techniques can help to develop an understanding of an IT management system and how it needs to evolve. Too Many Tools: Integrating a New IT Management System (Charles Betz)

Because this is the Academy Awards weekend, Wired Magazine gave some instruction on how to throw a geek Oscars party. Throw a Geek Oscars Party (Wired)

Credit: Image Courtesy of Wikipedia