Blog - Page 9 of 9 - Service Management Consulting and Training: Tedder Consulting

What is DevOps?

“What is DevOps?” Taken at face value, the question may seem a bit rhetorical, but allow me to explain. There is no single definition of “DevOps”. If you ask five people “What is DevOps?”, you’ll likely get five

Nine signs that it’s time to expand ITSM into the Enterprise

I read a lot about how organizations have stood up a centralized service desk, a self-service portal, and called that “enterprise service management”. While these two deliverables may be good things to do, I don’t think that these two deliverables

Why your company isn’t so excited (but should be!) about ESM

Enterprise Service Management (ESM) describes the use of service processes and technologies across an organization. ESM also describes business management software which provides an integrated view into business practices. [1] And what part of any organization doesn’t rely on

Why Service Management must move out of IT

Is your IT service management “future ready”? A recent MIT Sloan Management Review article[1] discussed how organizations must become “future ready”. The article stated that becoming future-ready requires change to the enterprise on two dimensions: the customer experience and

Four Steps for finding your misplaced Service Owner

Has your IT organization defined services and named service owners? Have you identified the right person as the service owner? How do you know? Let’s start from the beginning What is a “service”? According to ITIL®, a service is “a

Let’s Stop Playing “Service Provider” and “Customer”

The concept – at a high level - wasn’t all bad. The concept was that IT organizations should adopt a service-oriented mindset when it comes to working within the business. The attitude of the IT organization must shift from

Fund Services, not Projects

Businesses are demanding more speed, agility, and responsiveness from their IT organizations. The work that IT does must provide the means for business to quickly realize value. What does this mean for IT? Roy Atkinson sums it up nicely when

5 ways DevOps thinking can cure “Bad ITSM”

The ITSM highway is littered with implementation efforts that failed to achieve their potential. ITSM, done well, has proven to be great for business. Unfortunately, for many businesses, implementation efforts resulted in “bad ITSM”. Many of these ITSM implementations were

The Importance of Good ITSM in the Digital Economy

The digital economy is upon us. Regardless of industry, businesses are experiencing the impact of the digital economy. In the digital economy, the “store” is always open and customers expect that systems are “always on”. Customers can (and