Professional Profile

TEdderDoug is an innovative, solutions-driven and strategic ITSM professional offering over 25 years of progressive experience across a variety of industries. A resourceful, pragmatic, and hands-on leader with track record of success implementing ITSM processes, Doug focuses on enabling business outcomes, knowledge transfer, and organizational transformation. He is adept at directing complex, large-scale projects within strict time and budget constraints. Doug is known for creating and delivering concise, accurate, and targeted presentations as well as presenting IT Service Management topics to both technical and nontechnical audiences.

Doug is well-known for his knowledge, expertise, and contributions to the IT Service Management industry. He is a member and former president of itSMF USA, a member of HDI, as well as a frequenter presenter or panelist for IT Service Management industry webinars and presentations.


  • ITIL® Expert
  • ISO/IEC 20000 Consultant/Manager
  • ITIL Intermediate Certifications (CSI,OSA, RCV, PPO, SOA)
  • ITIL Practitioner
  • COBIT® 5 Foundation
  • KCS  Fundamentals
  • Understanding SFIA
  • HDI® Support Center Manager
  • HDI® Support Center Analyst
  • Lean IT Foundation
  • Lean IT Kaizen
  • Organizational Change Management Foundation

Skills and Expertise

Strategy and Planning

  • Business Case Development
  • Communication and Awareness Plans
  • ITSM Plan Development
  • Process Implementation Plans
  • Strategic Roadmap Development
  • Vision, Goals, and Objectives Definition

Current State Process Assessments

  • CMMI®
  • ISO/IEC 20000
  • ITIL
  • Lean IT

Process Design

  • Change Management
  • Event Management
  • Incident Management
  • Knowledge Management
  • Problem Management
  • Release and Deployment
  • Request Fulfillment
  • Service Catalog
  • Service Level Management
  • Supplier Management

Additional Expertise

  • Certified ITIL Foundation Trainer
  • Certified ITIL Practitioner Trainer
  • Certified HDI SCM/SCA Trainer
  • Certified Lean IT Foundation / Kaizen Lead Trainer
  • ITSM Simulations
  • Process Improvement
  • Process Owner Coaching and Mentoring
  • Process Design and Development
  • Service Cost Modeling
  • Service Identification

Representative Experience

Insurance Industry

  • Performed a current-state process assessment, which led to the
    development of a 3-year ITSM Roadmap and ITSM Plan
  • Identified cost avoidance of over $1.2 million that will
    result from implementation of good ITSM processes
  • Designed and developed implementation plans and
    documentation set for implementation of the Incident
    Management, Request Fulfillment, Change Management and
    Supplier Management processes
  • Conducted process awareness and design workshops as well as
    on-site ITIL Foundation certification training

Transportation Industry

  • Developed governance methodology for the implementation and
    on-going oversight of the ITSM environment
  • Designed and developed implementation plans and
    documentation set for implementation of the Incident
    Management, Change Management, Incident Management,
    Knowledge Management, and Problem Management processes
  • Conducted reviews of the current state Release and Deployment
    Management and Request Fulfillment processes and developed
    notional design plans
  • Identified redundancy and overlaps between roles and functions
    associated with Change Management and Release and
    Deployment Management

Media Industry

  • Conducted current-state process assessments following ISO/IEC
    20000 and/or CMMI for Incident Management, Problem
    Management, and Event Management
  • Developed and delivered assessment findings, improvement
    recommendations, and implementation roadmap, including nearterm
    wins and longer-term objectives
  • Identified overlaps in technology, roles and functions, as well as
    ineffective process designs; made recommendations that would
    result in cost avoidance of greater than $2.5 million
  • Conducted interviews with internal customers and key
    stakeholders and design workshops to identify IT Services

Healthcare-Related Manufacturing Industry

  • Led development of an IT Service Catalog along with Service Level
    and Operational Level Agreements for the North American
    headquarters of an international medical diagnostics
    manufacturing corporation
  • Provided leadership for and orchestrated the harmonization of
    ITSM processes across four data centers to enable global service
    provision, reduce parallel work, and mitigate risks

Industry Affiliations

  • Member, itSMF USA
  • Member, Board of Directors, 2010-2013; 2015-present
  • Co-host, “In the Know”, itSMF USA Monthly Podcast (2013-2015)
  • Member, HDI
  • Member, HDI Strategic Advisory Board (2013-2015)
  • Board of Directors, The priSM Institute (2013-2015)

Publications and Presentations

  • “Beyond the Genius Bar” and “Effective Tomorrow, the Service Desk no longer takes Calls”, Presentations, HDI 2016 Conference
  • “ITSM Tools no Silver Bullet for Data Center Service Delivery”, interview by Robert Gates, TechTarget (2015)
  • “Is Service Availability a ‘no-win’ situation?”, Blog article published by TSO (The Stationery Office) (2015)
  • “ITSM – It’s All About Balance”, Blog article published by All Things ITSM (2015)
  • “Continual Service Improvement:  The Six Steps to Success”, Blog article published by AXELOS (2015)
  • “Beyond the Mystery: How to Develop a Service Catalog”, Whitepaper published by Cherwell Software (2014)
  • “Beyond the Voodoo: Service Catalog Concepts and Skills”, Workshop,  HDI 2014 Conference
  • “Defining Services: Science, Art, or Voodoo?”, Presentation, HDI 2013 Conference
  • Various BrightTalk Webinars (2010-present)
  • ITSM blog:


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