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Building BRM into the Service Desk: A New IT Career Path?

Ogilvie-hcBRM

Like many people, when I started out in IT support I started out on a service desk. While I was excited about my new role, I understood that the service desk was like the “entry-level job” in IT and that in time, I too could graduate to a more advanced support role. While the work was always different, there came a point where I began to get too comfortable in the service desk and started ...

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You Say Tomato: Help Desk vs. Service Desk

tomatoes

The English language is complex, in part because there are many ways to say the same thing. For native speakers it is no problem, but when it comes to IT, how many native speakers are there? In a post at his blog, Joe the IT Guy explains the dangers of taking on this same-meaning mentality when it comes to discussing the help desk and the service desk. It’s Pronounced “Desk” A lot of people believe ...

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Do You Know the Limits of Best Practices?

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Sticking to the habitual norm and never seeking innovation is one of the fastest ways for a company to crash and burn. In fact, “best practices” are typically methods formed out of habit, and sticking with them too rigidly can prevent success. In an article for Fast Company, Shane Snow elaborates on the problems with sticking only to best practices. Best Has a Life Span Trends are constantly coming and going, and this means that ...

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10 Ways to Maximize Return on Training

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You might be surrounded by a dozen perfectly competent project managers right now. But the beauty of competency is that the learning is never done, and these managers could become even better. In a post for the Association for Project Management, Matthew Channell describes 10 ways to maximize the return on investment of project manager training: Use training as a strategic tool. Have clear organizational goals in mind. Identify skill gaps accurately. Ask your project ...

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5 Ways to Make Your Team Function as a Unified Machine

Gundam

Symbolically, things like Voltron and the Megazords just work. The idea of a team uniting its powers and working in tandem to bring down a giant monster is something we can all relate to—metaphorically, at least. In an article for CIO.com, Bas de Baat shares five tips to enable a team to work in sync together to reach project goals: Clarify the purpose. Focus the team. Establish one communication matrix. Give immediate feedback. Clear the ...

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Autonomy Makes for Happier Employees

liberty

Autonomy is the freedom to accomplish great work on one’s own terms. In an article for Quartz, Belle Beth Cooper shares statistics on why autonomy is so important for employee engagement. For instance, assorted studies have shown that increased autonomy leads to lower turnover among workers in nursing homes, and that it alleviates negative emotions in people working customer service. More surprisingly, a study of 2,000 people found that they were almost two and a ...

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Why Finding Meaning at Work Is More Important Than Feeling Happy

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Jessica Amortegui makes the case in an article for Fast Company that finding meaning at work is more important than finding happiness. For instance, businesses may want to know that employees who see meaning in their work are more than three times more likely to not leave for another job. But more generally, happiness can be thought of as an act of “taking” from the environment to meet one’s needs, while meaning can be thought ...

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The Incalculable Value of Finding a Job You Love

lovemugs

Robert H. Frank, an economics professor at Cornell University, writes with some career advice for the New York Times. His recommendation comes built on two principles. The first is that people feel most productive and content when they are in the “flow,” meaning they are so engaged that they lose track of time. The second is that experts, people who specialize in one area, earn more money regardless of the field, but becoming an expert ...

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The Surprising Truth about Workplace Happiness

happydog

In an article for Inc., Geoffrey James uses three years of data from a smartphone app called Track Your Happiness, which allows users to report their feelings in real time, to arrive at a curious conclusion. The app data suggests people are most content whenever they are just really concentrated on a particular task, regardless of what the task is. Thus, James finds, “In other words, employees aren’t more productive when they’re happy. They’re happy ...

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The Research We’ve Ignored about Happiness at Work

kittydontcare

Being happy is of course a good thing, but the correlation between happiness and productivity is still uncertain. In an article for Harvard Business Review, André Spicer and Carl Cederström discuss how our attitudes toward happiness could be self-sabotaging. In fact, whether calling it “happiness” or simply “job satisfaction,” the data is ambiguous. The authors claim that the research on the subject offers contradictory results, where sometimes job satisfaction increases productivity and sometimes being miserable ...

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How to Turn Stakeholder Conflict on Its Head

babybutt

Conflict management is often more of an art than a skill. Leaders need to know how to listen to all sides of the story and be able to fairly arrive at a solution that is acceptable to everyone. In a post for The Project Risk Coach, Harry Hall shares how to better tackle stakeholder conflict so that things do not end up blown out of proportion. The Quest for Agreement Harry Hall shares an instance ...

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Turn Mobile Strategy into a Competitive Advantage

phoneace

The lure of being connected to the world in the palm of your hand has become so great that mobile devices have almost entirely taken over. This abundant use of mobile devices is pushing CIOs to rethink their investments in mobile technology. In an article for ZDNet, Mark Samuels shares the three areas CIOs need to consider in order to make the most of their mobile investments: Integrating new ideas Invest in systems Make the ...

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How to Stop Making Costly IT Contract Mistakes

devilcontract

It is no secret that proper contract management is necessary in order for the company to avoid exorbitantly costly mistakes, but how can people avoid these types of errors? Nobody wants to sign their life away. In an article for CIO.com, Sarah K. White elaborates on how to best avoid IT contract mistakes. Confirm Details, Then Revise CEO of Corridor Company Russ Edelman believes there are three common trends that are causing contracts to be ...

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How to Be an Inclusive IT Leader without Including Everyone

crowded

Gaining support and having a consensus amongst a group is often the make-it or break-it factor in implementing change. However, reaching agreement with a large group of people is not always possible because of time constraints. In an article for The Enterprisers Project, Peter Weis explains how to be inclusive without including everyone. Close-Enough Inclusion Different situations demand for varied leadership styles. For example, in a scenario where there are many large decisions that all ...

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Why Your Company Needs More Ceremonies

fireceremony

In hectic times, employees need a reminder of what they are working toward and how they and the business are producing good things. Ceremonies can be a great way to revitalize the workforce. In an article for Harvard Business Review, Patti Sanchez shares a personal story from her business that emphasizes the need for ceremonies. Unite and Refresh Last year, Duarte Inc. was doing great things and making wonderful advancements. Not only were they restructuring ...

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