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