Doug Tedder - Service Management Consulting and Training: Tedder Consulting

Nothing will change. Unless you change.

A few years ago, I was invited to conduct an ITSM assessment for an organization. While the request itself wasn’t unusual, it was unusual in that I had conducted an ITSM assessment for that same organization a few years prior.

Three AI truths with IT Service Management

There’s no question that introducing AI capabilities can have a dramatic impact on IT Service Management (ITSM). Done well, AI adoption will free up ITSM professionals to do the work for which humans are uniquely qualified, like critical thinking, contextual

Is ESM a key enabler for successful Digital Transformation?

“Digital transformation” is a term that is often abused. Some think of digital transformation as simply moving information and data from an analog format to a digital format. Others think of digital transformation as the implementation of technologies in support

Can Human-centered Design rescue your ITSM investment?

Is your organization struggling to realize a return on investment with ITSM? If you answered “yes”, you’re not alone. Many organizations are not getting the expected return on investment that was expected by adoption ITSM practices. Organizations are facing several

4 things IT can do to improve Business-IT Alignment – and enable AI success

A few years ago, I thought that we had finally moved beyond the conversation of “business-IT alignment”. I thought that business processes and technology had finally become integrated; if not integrated, then at least the boundary between business processes

The 3 Pillars of Success for AI-enabled Service Management

In her book[i], Dr. Kavita Ganesan suggests that any AI adoption be evaluated using three pillars: Model success – Is the AI model performing at an acceptable level in development and production? (In other words, the model performs at the

Three reasons why now is the right time for ESM

Enterprise service management (ESM) is an organizational capability for holistically delivering business value and outcomes, based upon shared processes, appropriate technologies, increased collaboration, and better communication across the organization.[i] ESM, done well, enables positive customer and employee experiences, improves business agility,

The more AI we become, the more human we need to be

Why are AI assistants given human-like names? Apple provides Siri[i]. Amazon has Alexa[ii]. Samsung features Bixby[iii]. And there are literally dozens of other examples, in use both publicly and privately. The attribution of human characteristics to non-human entities is known

Start with Reporting first then Measurement

What are some common reasons why IT organizations measure and report metrics? Unfortunately, in my experience, the answers are not always the greatest. “We produce this report / measure this indicator because we always have.” “We measure this indicator

Why your SLAs aren’t helping your XLAs

It may be hard to believe, but the term “experience economy” is nothing new. The term was first mentioned in this 1998 Harvard Business Review article. In the article, the authors posited that an experience occurs when a company intentionally

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