Blog - Innovative Service Management Consulting and Training: Tedder Consulting

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

AI-enabled Knowledge Management might be low hanging fruit…if we can only reach it

AI-enabled technologies have captured the imagination of every organization. Organizations (both solution providers and buyers) are rushing to jump on the wave of adopting and integrating AI. Indeed, AI-enabled technologies have already found their way into IT support. An AI-enabled

You Can’t Automate What You Don’t Understand

The case for automating workflows is a strong one. There are plenty of reasons why organizations are looking for the right automation tools, including but not limited to: Frees staff from performing tedious, high-volume, low-value tasks Creates cheaper and faster

What’s The ROI of Service Management?

IT service management has typically been seen as yet another cost inside of what is perceived to be a cost center known as “IT”. Why? Because many IT organizations still view service management as operating overhead…and nothing else. The potential

The 2-Step Method to a IT Service Portfolio

There are two types of IT organizations. One type of IT organization takes orders, manages service tickets, and provides technology and technology support. The other type of IT organization is a strategic partner within the organization that makes impactful contributions

The Curious Case of the Missing IT Strategy

IT organizations often get stuck in a vicious cycle of never-ending work. IT implements solution after solution, fixes one problem after another, and no matter how many times they do it, those solutions and fixes never seem to stick. IT