Fresh Links Sundae – April 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 I admire, and I hope you will find something of value.

IT Service Management And ITIL Thinking – Brawn, Brains, Or Heart? Stephen Mann discussed ITSM people “stereotypes” and what we can learn from them in terms of communication, education, and ITSM tool selection. (Forrester Blogs)

The 7 Tenets of Providing Great Service at the Help Desk Jeff Wayman discussed seven principles a service desk can follow through to provide great IT services. (ITSM Lens)

3 Ways to Simplify IT Reporting Julie Montgomery provided suggestions on effective IT reporting. (Plexent)

Eating the ITIL elephant one leg at a time Rob England discussed why sticking with the premise that an ITSM initiative is assembled from the ITIL processes could be missing the real point. (The IT Skeptic)

Dev-Ops? New-Ops? Cloud-Ops! Martin Perlin discussed what impact cloud computing has on the interaction between the Dev and Ops teams. (Evolven Blog)

Team Building without Time Wasting Marshall Goldsmith explained a simple, practical, and efficient process for team building. (Marshall Goldsmith)

Make Less Decisions Mark and Mike discussed the importance of prioritizing and making decisions ahead of time can make later decision-making easier and to avoid distractions (Manager Tools)

The Biggest Mistake You (Probably) Make with Teams Tammy Erickson discussed which is more important to promoting collaboration: a clearly defined approach toward achieving the goal, or clearly specified roles for individual team members? (Harvard Business Review)

The Things Customers Can Do Better Than You Bill Lee gave examples where customers can do things better than the organization thinks they can. And why an organization should involve their customers more help grow its business? (Harvard Business Review)

Where’s the Web Heading? A Prediction Daniel Burrus gave his takes on the direction of technologies where web 3.0 and even web 4.0 might be going. (Strategic Insights Blog)

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