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