Fresh Links Sundae – September 16, 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.

ITSM SaaS solutions have been gaining popularity with many IT shops. Stephen Mann discusses the selection criteria and the considerations when selecting an ITSM toolset, SaaS or not. SaaS for ITSM: Getting Past The Hype (Forrester Blogs)

While many IT organizations try to avoid dealing with projects that are considered “shadow” and under the radar, Bob Lewis explains why it also makes sense for IT to find and support the “shadow IT” projects. Never mind shadow IT. How about shadow projects? (IS Survivor Publishing)

With a number of discussions and the push for Green IT concept, Rob England shares his feelings about the movement and why he believes the impact of green or sustainable IT will be negligible. Green sustainable IT is a sop to middle class consciences (The IT Skeptic)

Many outsourcing arrangements frequently bundle ITSM tools implementation as part of the deployment. Ros Satar explores ways to improve the effectiveness of the ITSM solution without getting lost in the deployment shuffle. Will it ever be possible to innovate in outsourcing deployments? (The ITSM Review)

Because technologies progress and change quickly, strong problem solving practices have always been an important part of IT. Simon Morris demonstrates a problem solving example using the Kepner Tregoe Problem Analysis process. A structured approach to problem solving (The ITSM Review)

Running a service desk can be a complex and labor-intensive operation. Benjamin Whitehead suggests ten things the service desk should avoid doing for efficiency and effectiveness reasons. 10 Things your IT Service Desk should NOT be doing (ITSM Portal)

The Knowledge Centred Support (KCS) concept has received some attention from the ITSM community lately. Aprill Allen discusses her early impression and the approach of leveraging KCS using forum-based knowledge bases. Adapting the KCS article lifecycle to Zendesk forums (Knowledge Bird)

After years of focusing on costs, many senior leaders are finding that their organizations are not up to the task of searching for and attaining the top line growth. Susan Cramm outlines ways anyone can use to renew her focus, to build better relationships, and to improve results. What Would Your Successor Do? (Valuedance)

Replaying from his person experience, Tobias Nyberg suggests ways to make progress in the ITSM initiatives from a grass root level and without explicit management support. Guerilla ITSM: When management doesn’t care [] (The ITSM Review)

Leveraging ideas from J. Allan McCarthy’s book, “Beyond Genius, Innovation & Luck: The ‘Rocket Science’ of Building High-Performance Corporations,” Don Tennant shares the author’s tips for building a successful, effective team. Best and Brightest, Like Star Players, Need to Be Able to Work as a Team (From Under the Rug)

Fresh Links Sundae – August 19, 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.

With people being the most critical element for organization changes, Rob England explains how to leverage the people factor via motivation, communication, and development. The People in ITSM (The ITSM Review)

With the success of an organization being dependent on the people within it, Benjamin Whitehead give suggestions on getting the best out of your IT Support team. 10 tips for managing the Human Side of IT (ITSM Portal)

While IT is often known for rapid introduction of new technologies and widgets, retiring old technologies which have outlived their useful lives can be especially difficult. Matt Prigge talks about how to stay ahead of the curve and stay out of trouble caused by old, obsolete technologies. When to cut bait on old IT (InfoWorld)

Leveraging the concept from Matt Prigge’s article, Martin Perlin talks about why it is important to deal with the obsolescence issue for the IT operations tools as well. Cut Bait on Old IT: 4 Areas to Re-examine Current IT Operations Tools (Evolven Blog)

With an increasing emphasis of leveraging automation in IT, Stephen Mann talks about how automation in IT will affect the staffing practices. Prepare Your People For The Future Of IT Service Delivery (Forrester Blogs)

Leveraging the ideas from Stephen Mann’s automation comments, Aprill Allen discusses how knowledge management and IT can achieve a better level of collaboration. Is Forrester the Marriage Counsellor for KM and IT? (Knowledge Bird)

Using NASA’s robot rover Curiosity landing on Mars as an example of automation, Melanie Karunaratne talks about what pitfalls to avoid when designing process automation for ITSM work. Process Automation: Blazing the Trail (LANDesk Blog)

Recalling from her recent itSMF SIG attendance, Ros Satar discusses her classroom experience and the take-aways she took with her. Continual Service Improvement (CSI) (The ITSM Review)

In a two-part series, Jim Taggart gives his take on what separate the term management from the term leadership. Are We There Yet? More on the Leadership-Management Debate (ChangingWinds)

For many of us who utilizes LinkedIn as a professional networking tool, Kristin Lyon explains how the “Pay it Forward” concept can be a powerful tool for managing our LinkedIn connections. Commit to Pay it Forward to Your LinkedIn Connections (Modis)

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 – July 8, 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.

Taking a customer point of view, Stephen Mann discussed 12 areas where the service desk should consider for delivering outstanding customer service. 12 Pieces Of Advice For IT Service Desks – From A Customer! (Forrester Blogs)

Presented at the recent OVUM conference on ITSM in London, Barclay Rae showed us some solid, practical tips on how to get your ITSM effort off the ground and running. Tips for ITSM Goodness (Barclay Rae Website)

If you are working on putting together a monitoring or event management practice, Alicia Choo posted a couple of sample documents that may help in your endeavor. My take on ITSM and IT Governance: Event Management (Choofca’s Brain Dump)

With the recent service outage of the Royal Bank of Scotland and a few other banking institutions, Ros Satar tried to piece together a coherent view of this major incident and what we can learn from it. The RBS Glitch – A Wake Up Call? (The ITSM Review)

With technology often being the center of innovation, Perry Rotella talked about how IT organizations, large and small, can create environments that encourage innovation and agility to facilitate growth. CIO = Chief INNOVATION Officer (IT Transforming Business)

With the competing views of IT talent shortage vs. personnel glut, Robert Cringely discussed why this is such a difficult labor issue in IT. IT class warfare — It’s not just IBM (I, Cringely)

Because not everyone share one single viewpoint, Seth Godin explained why tailoring your messages to different audience bases is important for getting your points across. Superman, Batman and worldviews (Seth’s Blog)

Even though both strategies may sound similar, Jeff Hayden explained why one strategy will come out way ahead over the long run. Business Strategy: Be an Opportunist or Opportunistic? (Owner’s Manual)

Concerned about the over-consumption of information by our minds with the social web technologies, Anna Farmery gave suggestions on keeping our minds fit. Exercises for the Obese Mind (The Engaging Brand)

With pay for performance a common practice these days, Bob Sutton discussed why one particular practice, the forced-ranking system, can sometimes create unnecessary internal competitions and stifle cooperation. Dysfunctional Internal Competition at Microsoft: We’ve seen the enemy, and it is us! (Work Matters)

Fresh Links Sundae – June 17, 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.

Instead of implementing it as-is and rigidly, Jeff Wayman explained why a practical implementation of ITIL can still offer tremendous value to an organization. ITIL: The Hidden Driveway of IT Service Management (ITSM Lens)

From a recent technology summit in which he hosted, Perry Rotella offered some ideas on leverage IT’s role for leading innovation. If Innovation Is Everyone’s Job, Why Not Be a Leader? (Forbes)

Using a building construction example, Bob Lewis explained why architecture is important and why the architects need to step up and do their part. Is your IT architecture up to code? (InfoWorld)

Having been a proponent of the notions of governance, service and assurance, Rob England gave his view of what the future of IT management might look like. The Future of IT management (The IT Skeptic)

In a globally competitive environment for hiring, Kim Nash offered suggestions on how CIOs can recruit talent more effectively. Why CIOs Must Master the Art of Hiring (CIO Blogs)

Drawing from the Scrum methodology, Simon Morris talked about the role of Product Owner and why it is an essential part of an ITSM enhancement project. Who is sponsoring your ITSM enhancement project? (ServiceNow Community)

Although humans are, by nature, tribal, Bob Lewis discussed what we can do to work with tribalism in an effective way. What to do about tribalism (IS Survivor Publishing)

On the similar topic to Bob Lewis’ article, Seth Godin gave an example of leveraging tribalism to help encourage positive behaviors. Amplify the positive outliers (Seth’s Blog)

Addressing the skepticism about COBIT 5, Brian Barnier explained how IT leaders can leverage COBIT to help achieve business objectives. COBIT 5: New release offers CIOs more potential for business benefit – if the implementation is focused on business objectives and doesn’t get lost in the weeds (Center for CIO Leadership)

Addressing the question from various angles, Ros Satar gave her take on whether going through the ITIL Foundation education is worth the effort. Back to Basics: Why DO the ITIL Foundation Certification? (The ITSM Review)