Fresh Links Sundae – June 24, 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.

Using several examples, Eric Feldman showed how innovations can also be achieved with things other than the new, disruptive technologies alone. What is Innovation? (CA on Service Management)

While identifying opportunities is certainly a part of providing technology leaderships, Bob Lewis explained why identifying obstacles, while not as fun, can be just as critical, if not more. When providing technology leadership, don’t push it (IS Survivor Publishing)

When performing business analysis, Laura Brandenburg showed how requirement verification and requirement validation are two different and equally necessary activities. How to Distinguish Requirements Validation and Verification (Bridging the Gap)

With the need to field so many changing technology and landscape, Patrick Gray gave some examples of technologies where the CIO must attend to but can do so productively. Top CIO distractions (and how to avoid them) (TechRepublic)

Citing examples from Ron Kaufman’s book, Don Tennant talked about ways to interact with service providers more effectively. Want Better Service from Your Vendor? Be a Better Customer (

If you are working on a service catalog project, Alicia Choo posted a couple of sample documents that may help in your endeavor. Service Catalogue Management (Choofca’s Brain Dump)

To help us measure our ITSM performance as effectively as we can, Stephen Mann outlined some common mistakes when designing and implementing Infrastructure & Operations metrics. Where IT Metrics Go Wrong: 13 Issues To Avoid (Forrester Blogs)

By advocating the need for solid enterprise technical architecture management (ETAM), Bob Lewis gave suggestions on how to implement ETAM effectively. Good IT architecture means knowing when to take control (InfoWorld)

Following up to another post, Simon Morris described what an ideal Product Owner would look like for your ITSM enhancement effort. The Goldilocks Product Owner (ServiceNow Community)

Though commonly used in IT service delivery, Martin Chalkley explained why poorly defined SLA can affect the working relationship with the suppliers more negatively than positively. Do SLAs hinder collaborative relationships with our supply chain? (The ITSM Review)