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 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.

Joshua Simon of The ITSM Lens share ideas on how to improve a help desk’s image and capability in the eyes of business. IT’s All That: Help Desk Edition (ITSM Lens)

The article from McKinsey discusses the service design principles in general, but they are quite applicable to IT service management as well in my opinion. The human factor in service design (McKinsey Quarterly)

Harvey Koeppel shares his observations from a CMO-CIO Executive Roundtable with the topic of customer analytics as the main discussion. When Marketing & IT Get Together… (Center for CIO Leadership)

POWER100 – Top IT Management Analysts (Evolven Blog)

Brad Power discusses ways an IT organization can be highly responsive to businesses which must make process changes. Three Ways to Make Your IT More Nimble (Harvard Business Review)

Marshall Goldsmith talks about ways to measure the degree of tendency we have for falling into the favoritism trap. Teach Yourself to Avoid Favoritism (Marshall Goldsmith)

Scott Adams paints potential scenarios of location-aware technologies and privacy interact in the future. Privacy versus Efficiency (Scott Adams Blog)

Rob England gives a run-down of his approach on dealing with an information torrent we called Twitter. How and why I use Twitter (The IT Skeptic)

Susan Cramm gives her take after reading Walter Isaacson’s biography of Steve Jobs. Don’t Let Your Babies Grow Up to Be Steve Jobs (Valuedance)

Finally for this week, a bit of lengthy but good reading from Seth Godin as he asks the question, “What do you think we ought to do about education?” Stop Stealing Dreams (Squidoo)

Credit: Image Courtesy of Wikipedia

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