Doug Tedder - Service Management Consulting and Training: Tedder Consulting

The New Role of the Service Desk Agent

What is the future service desk agent? Instead of fearing the future, it's time to redefine the role. AI is disrupting almost every part of IT and the service desk is no exception. In fact, service desk agents may be

ITSM is More Than Just Numbers on a Spreadsheet

This article was inspired by Mel Kerner, whose insightful comments on a recent LinkedIn post of mine started my wheels turning about the heart of service delivery. Measuring and demonstrating the business value of IT is one of the biggest

Future-Proofing Higher Education With Employee Experience

Higher education is facing many obstacles. The entire industry has shifted over the last few years and many higher education institutions are having to adjust how they operate to meet those changes. This article will explore how employee experience and

AI: The Key To a Human Employee Experience

Employees expect a personalized experience in their use of technology at work. This is due to the proliferation of technology in our personal lives. Think about how employees interact with technology at home. When they wake up, they ask Alexa

What Should Your Customer Experience Look Like & How Do You Get There?

Recently, I’ve been sharing about customer expectations and while understanding those expectations is important, you also have to have a plan for how to meet those expectations. I am referring to the customer experience, of course. The customer experience includes

Are You Prepared to Meet Customer Expectations in 2020?

In November 2018, I examined a few ways customer expectations have changed due to technology and what organizations, especially IT, need to know to stay competitive. Today, we reflect on how those expectations have changed in a short amount of

Focusing on Technology May Kill Your Business

I know the technology wishlists of many CEOs. They want newer technology, faster technology and the shiniest, most fully-featured tools. While technology is not a bad thing to have on any wishlist, it shouldn’t be at the top of it

Where Is IT On Your Customer Journey Map?

In today’s digital world, it’s imperative that organizations create and deliver world-class customer experiences. The Amazons and Zappos of the world have changed how customers want and expect to interact with organizations, especially online. Customers expect continual updates, easy to

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