Fresh Links Sundae – October 28, 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.

I take an avid interest in computer gaming and actively play a few myself. It was cool for me to read Keith Ferrazzi’s article on ways where virtual teams can successfully collaborate using a gaming analogy. How Successful Virtual Teams Collaborate (Harvard Business Review)

Although the nature of innovation and changes can seem conflicting to IT’s fundamental goal of keeping things running with great stability, Robert Stroud talks about why IT Operations must balance the need to facilitate innovation while still keeping the existing business solutions working and operational. IT Operations must accept risk and innovate (CA Service Management)

JavaScript Injection is an approach that can be used to monitor application performance from the end-user experience perspective. Jonathan Ginter explains why such method is not without risks and the implications for deploying such method in your application environment. Monitoring 101 Myth – JavaScript Injection is Safe (BMC Communities: DevOps)

Merger and acquisition activities can put up some very formidable challenges for IT to integrate various business operations. Sasha Gilenson describes what those challenges are and what can organizations do to integrate more effectively. Mergers & Acquisitions Road is Bumpy for IT Operations (Evolven Blog)

Advocating for solid documentation that support the process effectively and with minimum waste, Simon Morris talks about how to factor in user personas when writing productive and useful process documentation. ITSM User Personas (The ITSM Review)

Using the term “cul de sacs” as a reference from Seth Godin, Laura Brandenburg outlines the harder things to work on that will propel you much more towards your BA goal. Why You’re Not Achieving Your BA Career Goal (Bridging the Gap)

Citing information compulsion as a source of annoying habits and interpersonal flaws, Marshall Goldsmith explains why inappropriate sharing of information and emotions from leaders can be counter-productive and outlines four ways to change and to create a win-win exchange. Change for the Better (Marshall Goldsmith Personal Blog)

Many organizations (IT or others) set up customer service function to accomplish objectives. Seth Godin sums up what customer service is all about and what good customer service should subsequently lead to. The only purpose of ‘customer service’… (Seth’s Blog)

Fresh Links Sundae – September 23, 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.

While the BYOD movement can present some control or security-oriented challenges, Robert Stroud explains that the BYOD movement can be very similar to the earlier PC movement and how organization can adapt and benefit from BYOD. The “Bring Your Own Device” Phenomena! (CA on Service Management)

Many of the newest entrants to the workforce are the first generation of do-it-yourself (DIY) technologists. IT leaders can leverage such DIY support to everyone’s advantage, according to Patrick Gray. How to leverage support for the DIY generation (TechRepublic)

Using a recent air travel experience as an example, Robert Stroud explains why implementing processes without paying attention to customer reactions is really missing the point. Hiding behind ITIL and making customers hate you! (CA on Service Management)

Referring to the information from a recent MetricNet webinar, Martin Grobisen discusses what factors an organization should take into account when projecting and calculating the ROI of the service desk. Doing the Math for Service Desk ROI (ITSM Lens)

Leveraging a recent home building experience, Kirstie Magowan talks about how building ITSM capability in your organization can be very similar to building your own home. Building your ITSM home (Common Sense and Service Management)

Estimating the costs of an IT project can seem like an art form rather than science, Bob Lewis gives suggestions on practicing the art of IT project estimating. The black art of estimating IT project costs (Advice Line)

Being a strong advocate of purpose and how it drives our behaviors, Bret Simmons discusses on why assuming responsibility for yourself is the foundational act of service toward others. The Purpose of Assuming Full Responsibility (Positive Organizational Behavior)

Many factors can turn into risks and weaken a team’s performance over time. Keith Ferrazzi outlines three risks to watch out for and ways to mitigate them. Three Symptoms of a Vulnerable Team (Harvard Business Review)

With a bit of discipline and the help of technology, Seth Godin gives suggestions on how anyone can accumulate and turn small deeds into noticeable results over time. The simple power of one a day (Seth’s Blog)

Anyone who had led a change effort can appreciate the blog post. Mark Horstman explains why implementing changes is hard, largely due to our natural tendency of risk aversion. Change is Hard…For a Reason (Manager Tools)