Month: February 2013

Fresh Links Sundae – February 24, 2013 Edition 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 them at least thought-provoking or something of value.

Today’s business environment calls for the IT professionals to facilitate or even lead business change initiatives. Bob Lewis explains what the IT professionals need to understand when it comes to working with business changes. He also provides a humorous example. For next-gen IT, resistance is fertile (InfoWorld)

Getting ready to start a competitive analysis of Service Catalogue offerings in the ITSM market, Barclay Rae outlines the criteria he plans to use for the assessments. Assessment Criteria for Service Catalogue [] (The ITSM Review)

While many organizations have undertaken IT service management initiatives, few are realizing the full benefits and true potential of ITSM. Instead of handling ITSM simply as a project, Charles Araujo advocates why ITSM needs to become a movement with a vision and a community. You Are the ITSM Community (ITSM Portal)

When it comes to formulating BYOD policies, many organizations take the default position of treating the users as risks. Patrick Gray lists three alternatives to preempting disaster by partnering with the users in protecting the corporate data. Three BYOD policies for keeping workers (and IT) happy (TechRepublic)

Many organizations have established their own business analysis standards based on the needs and preferences of their stakeholders. Laura Brandenburg outlines some essential requirement specifications that a business analyst might consider for any project. What Requirements Specifications Does A Business Analyst Create? (Bridging the Gap)

Reflecting from the recent Grammy Award given to the band “Fun,” Scott Eblin outlines three encouragements to leaders who are plugging along without much in the way of positive feedback. Three Ways to Get the Recognition You Deserve (Next Level Blog)

From his recently published e-book, Jim Taggart prepares a list of suggestions for the boomer managers to keep in mind when interacting with their younger co-workers. Jim also posted another blog entry which talks about the interaction from the Gens X and Y’s perspective. Leadership and the Inter-Generational Divide: 10 Suggestions for Boomer Managers and Executives (ChangingWinds)

As more of us work on brand-building in a more connected environment, the question of whether one should exchange his/her own time for non-cash compensation comes up more often. Seth Godin outlines some evaluation criteria that can help you determine the productive use of your time and resources. Should you work for free? (Seth’s Blog)

There are many ways to improve interpersonal relationships, and Marshall Goldsmith believes that asking is one thing we all should do more often. He also suggests several simple ways of asking, listening, and learning from the feedback. Why Don’t We Ask? (Marshall Goldsmith Personal Blog)

Fresh Links Sundae – February 17, 2013 Edition 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 them at least thought-provoking or something of value.

Aligning with the business is an on-going goal for many IT organizations. Bob Lewis suggests an exercise for IT organizations to use in order to better understand the business so achieving alignment will be easier to accomplish. Profiling the business/Profiling IT (IS Survivor Publishing)

Although many IT shops still treat automation as a “nice thing to do,” Stephen Mann advises that moving ITSM forward in our increasingly complex environment will not be effective without some form of automation. He also suggests tips on how to handle automation effectively. Automation: Is It The Only Way For IT To Really “Do More With Less”? (Forrester Blogs)

While many IT organizations have implemented CMDB, most of those organizations have only a rudimentary level of ITSM maturity in leveraging such key information source. Robert Stroud advocates that having a solid handle on the critical components that make up the services can make the organization more effective in delivering them. CMDB: The Key to Delivering Effective Services (CA Technologies)

Before taking on the BYOD research and trying to formulate a workable policy for your organization, Martin Grobisen suggests four areas to focus your research and policy-making effort. Introduction to the 4 Policies of MDM (ITSM Lens)

Some IT organizations attempt to deliver quality services but still experience negative feedback from the user community. Julie Montgomery discusses some common mistakes that can undermine your service improvement effort. 10 Common Mistakes That Totally Sabotage Your IT Service Quality (Plexent Blog)

When considering a career change, there are always job skills that can be fully leveraged for the new endeavor. Aaron Whittenberger talks about five general skills that can help you move forward in a business analysis career. 5 Transferable Soft Skills That Will Catapult Your BA Career Forward (Bridging the Gap)

There are some people who seem to get a lot more done than others. Jeff Haden outlines seven attributes that are making the differences for those highly productive people. 7 Qualities of Über-Productive People (

Reflecting from his own personal experience and observations, Marshall Goldsmith advises that, as a nation, American could be less competitive if we continue to ignore the reality in an increasingly competitive global environment. The Danger of Denial (Marshall Goldsmith Personal Blog)

While corporate downsizing and restructuring is a common occurrence, Stanley Bing takes a humorous look at this topic and explains how to analyze your odds of staying where you are. Are you going to keep your job this year? (Fortune Management)

In our increasing connected communities, Seth Godin outlines the three attributes that can enable us to be more supportive of one another and can make us a better participant in our own communities. Open, generous and connected (Seth’s Blog)

Fresh Links Sundae – February 10, 2013 Edition 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 them at least thought-provoking or something of value.

Blindly following the best practices can have unintended consequences. Stephen Mann advocates that metrics must be fully understood by both IT and the business before IT can be effective. “We Do A Great Job In IT, Our Metrics Dashboard Is A Sea Of Green.” Really? (Forrester Blogs)

Using a railroad operation example, Rob England explains the differences between problem management and risk management as well how changes can contribute to improvement. Service Improvement (The ITSM Review)

For an organization, there can be a number of reasons or objectives when implementing ITSM. David Ratcliffe points out that there is always a main reason or a chief objective we should identify and get it right before all others become relevant. What’s The First “Thing” You Have To Get Right In ITSM? (Pink President’s Blog)

Referring to the recent news about the batteries used on Boeing’s 787s, Glenn O’Donnell discusses why   we should build our IT service like how Boeing engineers its planes. Use Boeing As A Metaphor For Service Excellence (Forrester Blogs)

With the complexity built into many of today’s IT services, Jon Hall reminds us why it is critical to fully understand your IT services so you can analyze and spot the potential risks. When critical IT suppliers fail, the impact can be severe (Evolving ITSM)

Thinking back to an earlier experience of wanting to become a ski instructor, Gianpiero Petriglieri explains what makes us who we are is often what we do with life’s surprises. Getting Stuck Can Help You Grow (INSEAD Blog)

Using a daily-questions process, Marshall Goldsmith explains how a better understanding of our own values and how we live them on a daily basis can be a powerful way to improve ourselves. Questions That Make a Difference Every Day (Marshall Goldsmith Personal Blog)

Referring to Joseph Callaway’s book, “Clients First: The Two Word Miracle, “ Don Tennant discusses seven reasons from the book why practicing honesty and straight talk can enhance what we do as IT professionals. Let’s Stop Paying Lip-Service to ‘Honesty Is the Best Policy’ (From Under the Rug)

Solid leadership is often amplified by examples and actions. Jeff Haden talks about nice actions that good bosses should practice. 9 Hidden Qualities of Stellar Bosses (

Advocating that listener has nearly as big a responsibility as the speaker, Seth Godin explains why listening better matters and how it can also create a better speaker/listener exchange. How to listen (Seth’s Blog)

Fresh Links Sundae – February 3, 2013 Edition 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 them at least thought-provoking or something of value.

In a four-part series, Bob Lewis talks about managing up and suggests effective tactics to consider. The art of reverse delegationManaging up, part 2: Getting your manager past consensusManaging up, part 3: Dealing with an authoritarian bossManaging up, part 4: A great way to build consensus (IS Survivor Publishing)

Not matter what services your organization provides, Stephen Mann advocates it’s never been more important to build strong customer relationships and gives suggestions on where to focus your effort. Is Your IT Service Desk Customer Experience Up To Scratch? (Forrester Blogs)

With the right data and proper analysis, Jonathan Ginter believes you can actually fix many application delivery problems by deploying six suggested tactics. Monitoring 101 – 6 Steps that Can Fix Poor Application DeliveryMonitoring 101: The 2 Pillars of Performance (BMC Communities: Blog: DevOps)

With the increasing use of external infrastructure in cloud form, Robert Stroud explains why it is crucial to integrate the “cloud CI” into the CMDB and do it in an automated fashion in order to be effective. Is the “ITIL” CMDB Still Relevant in Cloud Era? (CA Technologies)

Sometimes the phrase of “Best Practice” can sound like blue sky thinking or even theoretical. Rob England discusses what the word “Practice” means to him, and how the word conveys powerful uses and meanings in the ITSM context. In Praise of Practice (The IT Skeptic)

In many organizations today, IT costs are often buried in the corporate expense line and simply appear as administrative expenses. Perry Rotella outlines the key changes IT leaders can implement to effectively identify costs and gain recognition for IT as a critical driver of business development. Check, Please: Paying for IT (Forbes)

With the changing nature of work and the opportunities created by these changes, Andrew Horne talks about how IT leaders should rethink how they support collaboration, information management and mobility. Three Ways IT Can Drive Employee Productivity (CEB IT Blog)

Reflecting from her recent air travel experience, Melanie Karunaratne talks about the importance of customer experience in IT being the sum of the total engagement that a customer has with an organization. Delivering a Service versus Servicing your Customer (LANDesk Blog)

Advocating that living with meaning is the exploration of the fullness of human possibility, Umair Haque poses thought-provoking questions for all of us to explore within. How to Have a Year that Matters (Harvard Business Review)

In pursuit of reliable, predictable operations, Seth Godin believes the airports have largely ignored the human elements of air travel and outlines the lessons that organizations can learn from when interacting with their own customers. Eleven things organizations can learn from airports (Seth’s Blog)