Doug Tedder - Innovative Service Management Consulting and Training: Tedder Consulting

Technology is Easy. Experience is Hard. Here’s How to Get it Right.

There is a tendency within many organizations to take a "technology first" approach to solve every business challenge. In more cases than not, this approach simply creates more challenges and friction within organizations; it is a very short-sighted view. Organizations

From IT Support to Enterprise Nerve Center: ESM Is the CIO’s AI-Era Edge

In this recent CIO.com article, Mike Blandina, the CIO at Snowflake, made some predictions regarding the CIO role. As one would expect, AI adoption is a significant part of Blandina’s predictions, but there are a few details within his

CEOs want tech results, not tech talk – Here’s how to deliver

While many CEOs know that the use of technology is crucial for business success, what they don’t know or understand how technology use contributes to that success. According to this CIO.com article, CIOs reported that less than 2% of

The ITSM blind spots holding back your business

In today’s digital economy, IT is no longer just a support function. The products and services provided by IT are engines for business growth, enabling a differentiated set of capabilities in the marketplace. Effective ITSM transforms IT into a

Deploy experiences, not just tools, for real IT impact

Many companies implement tools and software to improve productivity and meet business objectives but fail to recognize the impact on the humans that interact with those tools and software. To say it another way, it’s people that do the work

Exposed: Your bad ITSM habits AI won’t ignore

As I discussed in another blog, many organizations are rushing to adopt and implement AI-enabled technologies within their ITSM environments. AI can have a significant positive impact on an organization’s ITSM environment. But if an organization isn’t practicing good ITSM,

Fear of collaboration: A silent killer of ESM initiatives

Is your Enterprise Service Management (ESM) initiative stuck? Does it feel like no one wants to talk about, much less support, ESM? Do you feel like you’re on an island? If these questions resonate with you, your ESM

Suffering from AI fever? Here’s why the big picture still matters

Is your organization exhibiting “AI fever”? “Symptoms” include people asking questions like: “How can our organization take advantage of AI-enabled capabilities?” “Where can we leverage AI to automate our workflows?” “How can we use AI to improve efficiency

ITSM is failing your customers – here’s why

When it comes to who is the “customer”, many ITSM implementations are simply confused. And this confusion is why ITSM is failing your customers. Some IT organizations think the “customer” is someone that contacts a service desk. Others think the

Will AI break ITSM out of its IT operations cage?

AI is about to break ITSM from its IT operations cage. Many ITSM implementations are less about service management, and more about IT operations, or IT process management, or IT measures and reports. Here are some examples: To many organizations,

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