Fresh Links Sundae – March 31, 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.

The most critical of IT success factors is relationship management. Bob Lewis describes the approaches IT leaders need to take in order to get the business/IT relationship right. In IT, relationships come first (IS Survivor Publishing)

Surveys can be an excellent source of valuable feedback for IT. Jeanette Smith suggests several ways of making the surveys better-designed for getting the results. How to Craft the Right Questions for Your Next ITSM Survey (Plexent Blog)

Responding to talk about users spontaneously creating their own communities for mutual technical support, Rob England believes it will take a lot more than talk and projection for the self-support notion to take hold. Service desks and spontaneous user combustion (The IT Skeptic)

As technology makes it easier to form competent teams, Scott Adams believes the need for management won’t go away but will continue to decline. The Management-free Organization (Scott Adams Blog)

Many organizations achieve operational excellence, but they spend less effort understanding customer needs. Brad Power suggests that marrying these two competencies is quickly becoming a competitive necessity. Operational Excellence, Meet Customer Intimacy (Harvard Business Review)

For many of us, the way we were raised was to look after others first and to put ourselves last. Steve Knight advocates that it is also essential that we also take care of ourselves, so we can better assist others. Why you need First Aid to be a great communicator and leader (INSEAD Blog)

Believing that the best business analysts are appreciated by stakeholders and have a wide variety of career options, Laura Brandenburg outlines her observations of what separating a mediocre business analyst from a good one. The 7 Secrets of Good Business Analysts (Bridging the Gap)

Although change is something that many of us find uncomfortable, Anna Farmery suggests three things business leaders can do to lead changes and evolve the organization. Why Change is a Culture Not a Project (The Engaging Brand)

We use our own ideas of who we are to rationalize all sorts of our own behavior. Marshall Goldsmith advocates that letting go of those limiting definitions will enable us to do better work. An Excessive Need To Be Me (Marshall Goldsmith Personal Blog)

As the industrial age gradually being replaced by the connection economy, Seth Godin describes the six assets that can lead to successful work in the connection economy. Toward zero unemployment (Seth’s Blog)