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)

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.

 

 

 

Mark Horstman and Mike Auzenne gave guidance on how to obtain the requirements you need when working as an internal support provider. Quite applicable to IT service management in my opinion. Internal Support Roles And Responsibilities – Part 1 (Manager Tools)

Liz Ryan takes a HR situation and discusses why the intangible stuff like “culture” and “talent” more important. I think we struggle at times with the similar situation in IT as well. Managing the intangibles (Liz Ryan)

Frances Frei and Anne Morriss talked about strategies to improve service, and I believe IT in many organizations can do the same. Win on Service in a Tough Economy (HBR Blog Network)

Marshall Goldsmith discussed why knowledge workers’ wealth of knowledge may be worth more to their companies than the paychecks are to them. Show Your Employees You Care (Marshall Goldsmith)

Seth Godin discussed social media made it easier for people to talk about what they are up to and to find out what others are talking about. Spout and Scout [Seth Godin’s Blog]

The good folks at ITSM Lens compiled a list of essential ITIL terms and put some easy to understand definitions to them. Getting Started with ITIL: 35 Terms and Definitions Everyone Must Know (ITSM Lens)

Bret Simmons discussed how simple miscommunication can create a missing business opportunity and the importance of pay attention to small details. The Cycle Of Service Starts At Your Website (Bret L. Simmons)

Tammy Erickson provided insights into the challenges of using collaborative or social software inside business organizations. Why We Use Social Media in Our Personal Lives — But Not for Work (HBR Blog Network)

Aprill Allen provided a list of good tips if you need to get organized and get going with your change management effort in IT. Change Management in 7 Easy Steps (Knowledge Bird)

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