A 10-Year Study Reveals What Great Executives Know and Do

In an article from Harvard Business Review, Ron Carucci reveals the details of a 10-year study that closely analyzed great executives and isolated the best practices they engaged in. Through the course of the study, 2,700 leadership interviews were conducted, which ultimately uncovered seven performance factors that correlated with strong leaders. These factors then lead to the discovery of four reoccurring patterns that distinguish the best of the best: Executives are knowledgeable about the entire ...

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7 Simple Tips to Improve Customer Service on the Help Desk

If you are like the plethora of people who think a new ITSM tool will help to improve your help desk operations, you are sadly mistaken. In retrospect, all you really need to do is get back to the heart of the matter and improve your customer service. In a post at his blog, Joe the IT Guy elaborates on ways to improve with seven tips: End users are not assets or ticket numbers. End ...

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The Perfect Storm Driving Enterprise Service Management

Enterprise service management is not a new trend in ITSM, but it is making waves. It is finally becoming universally recognized, though a consistent definition has yet to be secured. In a post for ITSM.tools, Stephen Mann explores what this entity is, as well as what is pushing it forward. What exactly is enterprise service management? Mann describes it as the “use of ITSM principles and capabilities in other business areas to improve performance and ...

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How to Develop an Operational Risk Management Plan

Any successful organization is able to identify, evaluate, and manage any operational risk that may arise. These risks can range from a failed business process to an external event. In a post at the Project Risk Coach, Harry Hall elaborates on how to develop a plan to manage operational risk. Handling the Biggest Risks There are four types of risks organizations need to be aware of: Process risk People risk System risk External event risk ...

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6 Reasons Why You’re Going Wrong with ITIL

If you are a newly certified ITIL professional just itching to apply this great framework into your organization, there are some common mistakes you should be aware of. In a post at his blog, Joe the IT Guy lays out six of these “newbie” ITIL mistakes and misconceptions: ITIL will solve all of the issues. It is all about adopting ITIL. It is only about process improvement. It is not something you implement and are ...

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Good Stakeholder Communication in Action

Whether you like it or not, communication is at the heart of most jobs, in varying degrees. In a post for A Girl’s Guide to Project Management, Elizabeth Harrin discusses some of the techniques she has perfected throughout the years to make stakeholder communication successful. Use Every Channel Available Sometimes, a good ole fashioned pen and paper can do just the trick to successfully communicate. For instance, a handwritten note goes a long way toward ...

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How to Be a Productive Project Manager: 7 Tips

Many project managers feel overwhelmed with emails, phone calls, and meetings. They often work overtime, but few feel as though they are making progress. Although we are all given the same amount of time each day, some project managers are able to produce greater value for their organizations. Some are more engaged. Imagine yourself as a more productive project manager, one with greater capacity and energy to complete each day’s tasks. Let’s look at common ...

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How to Hire Your Next CIO

IT is transforming into a new entity, something more along the lines of “digital services.” Undertaking this sort of huge transformation means the organization will need to invest in a new CIO. In an article for InformationWeek, Jonathon Feldman elaborates on what organizations should be looking for when they hire a new CIO. The Elements That Matter Although the specifics of what each company will need in a CIO will vary, there are some skills ...

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The Trickle-Down Effect of Good (and Bad) Leadership

Emotions are contagious. If you have a friend that is around you that is exuding happiness, the probability that you too will be happy rises by a surprising 25 percent. Behaviors additionally are contagious. So how much do “social contagions” actually impact leaders? In an article for Harvard Business Review, Jack Zenger and Joseph Folkman analyze just that. The Viral Connection In order to answer this contagious question, they analyzed assessments of high-level managers and ...

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8 Traps to Sidestep as an IT Innovation Leader

One of the most exciting jobs an IT pro can be tasked with is that of the innovation officer. This position allows for creative stimulation, but there are some traps that can be easily fallen into if you are not careful. In an article for ZDNet, Mary Shacklett elaborates on eight of the hurdles and how to best avoid them: Assuming there will be support for innovation Not adequately looking at the risks Not everyone ...

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