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 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 (Inc.com)
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)
