Fresh Links Sundae – August 4, 2013 Edition

http://www.dreamstime.com/-image24270014Fresh Links Sundae encapsulates information I have come across during the past week. Often they are from the people whose work I admire or whose ideas resonate with me. I hope you will find them at least thought-provoking or something of value.

For a number of IT organizations, outstanding customer service has been touted as the key to organizational success. Rob England points out that it is necessary to have the proper perspectives before investing resources purely for the sake of exceptional customer service. Customers are not your top priority (The ITSM Review)

Organizations accumulate a vast amount of information and knowledge over time, and losing some of the critical knowledge can hurt productivity significantly. Ryan Ogilvie discusses why knowledge management (KM) deserves our attention and how can organizations get started in putting a workable KM process in place. WORN – Write Once Read Never? – The Importance of Knowledge Management (Service Management Journey)

The methodologies such as Agile, Lean, and DevOps can present some promising ideas for continual process improvement. Simon Morris suggests two starting steps for those organizations who want to start integrating Agile, Lean, and DevOps into their ITSM effort. Simple steps towards Agility and Service Management improvement (The ITSM Review)

To do IT Asset Management (ITAM) effectively, inventory along is not going to be enough. Filipa Preston suggests that a close collaboration between HR, IT, and procurement can go a long way to improve and to ensure the organization’s ITAM effectiveness. How many machines, really? (The ITAM Review)

When initiating or executing changes, plans and tools are critical components to have. With a three-part series, Jason Little explains why models, tools and plans still cannot replace the soul change agent must have to bring change that matters. The Soul of a Change Agent – Part 1, The Soul of a Change Agent – Part 2, The Soul of a Change Agent – Part 3 (Jason Little)

Business Process Model (BPM) can be a useful tool to describe how a process works, even if one knows little about the technology or business systems involved. Laura Brandenburg explains what is BPM and how to create one. How to Analyze a Business Process (Bridging the Gap)

As an experienced business professional, Jim Taggart believes that a country’s greatest competitive asset is its human capital and how it develops it. He explains why social capital is necessary for building the human capital and how organizations can build social capital for accomplishing their objectives. Build Your Organization’s Social Capital by Keeping Good Company (ChangingWinds)

While many organizations continue to be skeptical of how best to leverage the available social media tools, people are using the readily accessible tools to help them get their work done. Michael Schrage outlines several examples of how social media technologies have empowered people to accomplish their tasks. The Real Power of Enterprise Social Media Platforms (Harvard Business Review)

Instead of emphasizing on feedback or rehashing something that had already happened and cannot be changed, Marshall Goldsmith would like to encourage leaders spending more time creating a positive future. Leave It at the Stream (Marshall Goldsmith Personal Blog)

Websites have evolved over the last 15 years and have become more valuable to more organizations. Seth Godin tells us what is one crucial question to ask when building a website and why the question matters. Q&A: What works for websites today? (Seth’s Blog)

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