Fresh Links Sundae encapsulates 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.

Citing the recent news and the survey results from the ITSM tools space, Stephan Mann advocates that ITSM Tools vendors should focus more helping their customers on solving business problems and improving customer experience while using the tools. More ITSM Tool Bells And Whistles, And Where The Real Focus Of Vendor Attention Should Be (Forrester Blogs)

The notion of management support has been preached by many as the pre-requisite to ITSM initiative success. Kirstie Magowan describes what management support for an ITSM effort should look like and the ways to obtain such commitment from senior management. Are your managers just going along for the ride? (Common Sense and Service Management)

While many knowledge management (KM) efforts focus on the reusability of knowledge captured, Adam Krob points out another metric that a support organization can use to improve its KM practice and effort. The Teeter-Totter of Knowledge Management: A Close-Up View of the New-vs.-Known Lever (HDIConnect)

While there are many who advocate the new and improved monitoring approaches, Jonathan Ginter explains why infrastructure monitoring is still a very much relevant component in your end-to-end monitoring solution. Monitoring 101 Myth – Infrastructure Monitoring is Old Hat (BMC Communities Blog)

Reflecting from her recent technology upgrade experience, Susan Cramm describes the roadblocks she ran into when upgrading her smart phone technology and how the lessons learned can be applied to other technology upgrade endeavors as well. 72 Hours of Technology Hell (Valuedance)

In IT we are often taught to prioritize process design over tool implementation, instead of the other way around. Gregory Tucker explains why the improvement of service and process often goes hand-in-hand with the implementation of the tools through automation. Process Before Tool (right)? (ITSMinfo)

Reflecting upon a recent office move project, Alicia Choo describes how IT and Facilities teams leveraged technologies and collaborated effectively in making the office move more seamless and less chaotic. The collaborative potential of WhatsApps and GoogleDocs (Choofca’s Brain Dump)

Relating to his personal experience, Marshall Goldsmith explains why the quality of information flow within an organization often is a good indicator of the quality of the organization. Failure to Communicate (Marshall Goldsmith Personal Blog)

Thinking back to his high school days, Bret Simmons talks about how one teacher’s action affected how he views personal responsibility and professional conducts. Mr. Owen’s Lesson: The Irresponsibility Tax (Positive Organizational Behavior)

Seth Godin discusses his thoughts on how consumers have become more willing to work with technology changes. The similar mindset shift could have similar impact on how we support our IT constituents. The bell curve is moving (mass geekery) (Seth’s Blog)

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