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# Innovative Service Management Consulting and Training: Tedder Consulting

Better IT means Better Business.

## Sitemaps

- [XML Sitemap](https://www.dougtedder.com/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [Blog](https://www.dougtedder.com/blog/)
- [The Real Reason IT Can't Keep Up - and What Needs to Change](https://www.dougtedder.com/2026/07/06/the-real-reason-it-cant-keep-up-and-what-needs-to-change/) - Why IT can’t keep up: growing demand, AI pressure, and outdated structures—and how modern service management can close the gap.
- [Why Enterprise Service Management is the Operating Model Your Organization Needs](https://www.dougtedder.com/2026/06/08/why-enterprise-service-management-is-the-operating-model-your-organization-needs/) - Many digital initiatives fail because of poor operating models. Learn how ESM creates alignment, governance, and value across the organization.
- [Why Your Organization Gets the IT It Deserves](https://www.dougtedder.com/2026/05/04/your-organization-is-getting-the-it-it-deserves-like-it-or-not/) - Your organization gets the IT it deserves. Learn how service catalogs and business-IT alignment turn technology from a cost center into a driver of real business value.
- [AI isn’t Failing – Your ITSM Foundation is Shaky](https://www.dougtedder.com/2026/04/02/ai-isnt-failing-your-itsm-foundation-is-shaky/) - You invested in AI and got disappointment instead of value. The real issue? Broken ITSM. Repair the foundation and make your AI finally pay off.
- [From IT Support to Enterprise Nerve Center: ESM Is the CIO’s AI-Era Edge](https://www.dougtedder.com/2026/02/02/from-it-support-to-enterprise-nerve-center-esm-is-the-cios-ai-era-edge/) - Discover how true ESM helps CIOs govern AI, break silos, and turn IT from support function into the enterprise nerve center driving business outcomes.
- [Five critical steps for making a good AI/ITSM decision](https://www.dougtedder.com/2025/01/14/five-critical-steps-for-making-a-good-ai-itsm-decision/) - AI-enabled technologies have the potential for significant positive impact for ITSM. But how do you choose the right AI solution for your ITSM environment?
- [Technology is Easy. Experience is Hard. Here's How to Get it Right.](https://www.dougtedder.com/2026/03/03/technology-is-easy-experience-is-hard-heres-how-to-get-it-right/) - Experience, not rapid technology adoption, is the true differentiator. Learn four steps for aligning strategy and experience for better outcomes.
- [The ITSM blind spots holding back your business](https://www.dougtedder.com/2025/12/03/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 powerful engine that drives exceptional business performance and fuels sustained competitive advantage. Yet, too many organizations
- [Don't Believe These 6 Service Management Myths](https://www.dougtedder.com/2021/04/06/6-service-management-myths/) - Does "service management" have a bad reputation at your organization? If so, has your organization has fallen victim to one of these service managment myths?
- [Three AI truths with IT Service Management](https://www.dougtedder.com/2024/08/05/ai-truths-with-it-service-management/) - There’s no question that introducing AI capabilities can have a dramatic impact on ITSM. But organizations must first consider these three AI truths with IT Service Management.
- [CEOs want tech results, not tech talk - Here's how to deliver](https://www.dougtedder.com/2026/01/12/ceos-want-tech-results-not-tech-talk-heres-how-to-deliver/) - CEOs want tech results, not tech talk. Strong service management helps CEOs understand how technology enables business success.
- [Deploy experiences, not just tools, for real IT impact](https://www.dougtedder.com/2025/11/04/deploy-experiences-not-just-tools-for-real-it-impact/) - Effective IT service isn’t just about process and technology—it’s about deploying meaningful experiences that drive engagement, loyalty, and productivity.
- [Exposed: Your bad ITSM habits AI won't ignore](https://www.dougtedder.com/2025/10/01/exposed-your-bad-itsm-habits-ai-wont-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, introducing AI will just make bad ITSM habits worse. Excuse me…your bad ITSM is showing
- [Fear of collaboration: A silent killer of ESM initiatives](https://www.dougtedder.com/2025/09/08/fear-of-collaboration-a-silent-killer-of-esm-initiatives/) - Successful enterprise service management (ESM) requires collaboration. But to many, being asked to collaborate is threatening and intimidating.
- [Suffering from AI fever? Here's why the big picture still matters](https://www.dougtedder.com/2025/08/03/suffering-from-ai-fever-heres-why-the-big-picture-still-matters/) - Is your organization exhibiting "AI fever"? Treat AI fever by following these four tips to ensure a holistic approach.
- [ITSM is failing your customers - here's why](https://www.dougtedder.com/2025/07/07/itsm-is-failing-your-customers-heres-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. Here's how to fix it.
- [Will AI break ITSM out of its IT operations cage?](https://www.dougtedder.com/2025/06/06/will-ai-break-itsm-out-of-its-it-operations-cage/) - Will AI break ITSM from its IT operations cage? The era of AI is not just an upgrade for ITSM- it's a complete transformation for organizations. Now is the time to break free from legacy ITSM mindsets.
- [Is your ITSM approach looking through the windshield...or at the rear-view mirror?](https://www.dougtedder.com/2025/03/03/is-your-itsm-approach-looking-the-windshield-or-at-the-rear-view-mirror/) - Is your ITSM implementation focused on what has happened -the rear-view mirror - instead of what is happening - the windshield? Here are six tips for shifting ITSM to a forward-looking approach.
- [Why your ITSM house of cards is a bad deal for your business](https://www.dougtedder.com/2025/05/06/why-your-itsm-house-of-cards-is-a-bad-deal-for-your-business/) - Many IT Service Management (ITSM) implementations are fragile, like a "house of cards," prone to failure at the slightest disruption. If this sounds like your ITSM implementation, here are three things you can do to fix it.
- [Four ways that organizations have dehumanized IT - and how to fix it](https://www.dougtedder.com/2025/02/04/four-ways-that-organizations-have-dehumanized-it-and-how-to-fix-it/) - IT organizations become dehumanized. Why does it matter? Here Doug Tedder discusses how IT has become dehumanized and how to fix it.
- [Are your improvement efforts starving for continuous feedback?](https://www.dougtedder.com/2025/04/02/are-your-improvement-efforts-starving-for-continuous-feedback/) - Are your continual improvement efforts struggling because you're not good at collecting continuous feedback?
- [Nothing will change. Unless you change.](https://www.dougtedder.com/2024/12/11/nothing-will-change-unless-you-change/) - A tale of an organization that wanted change, but was unwilling to change. Why do organizational changes fail? And what can organizations do to prevent failure?
- [The more AI we become, the more human we need to be](https://www.dougtedder.com/2024/04/03/the-more-ai-the-more-human/) - As AI adoption gains momentum, the more human we need to be. Read this article for tips for humanizing AI.
- [Don't Go Chasing Electrons](https://www.dougtedder.com/2021/09/01/dont-go-chasing-electrons/) - One of my biggest gripes about service management is that the work of service management has become synonymous with service management tools. This has really become an Achilles heel for service management. While service management tools are useful, they typically don’t take a value and outcome-based approach to identifying and defining services. Because of this,
- [You Can’t Automate What You Don’t Understand](https://www.dougtedder.com/2021/12/07/you-cant-automate-what-you-dont-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 process execution Improves customer experience Makes it easier to scale I’m not here to argue
- [Can Human-centered Design rescue your ITSM investment?](https://www.dougtedder.com/2024/06/07/can-human-centered-design-rescue-your-itsm-investment/) - Many organizations are not getting the expected return on investment that was expected by adoption ITSM practices. Human-centered design may help.
- [Is ESM a key enabler for successful Digital Transformation?](https://www.dougtedder.com/2024/07/04/is-esm-a-key-enabler-for-successful-digital-transformation/) - How does ESM - Enterprise Service Managment - enable success with Digital Transformation?
- [Three reasons why now is the right time for ESM](https://www.dougtedder.com/2024/04/16/three-reasons-esm-now/) - Enterprise service management (ESM) is an organizational capability for holistically delivering business value and outcomes. But ESM is nothing new. Why is now the right time for ESM?
- [4 things IT can do to improve Business-IT Alignment - and enable AI success](https://www.dougtedder.com/2024/05/20/4-things-it-can-do-to-improve-business-it-alignment-and-enable-ai-success/) - A few years ago, I thought that we had finally moved beyond the conversation of “business-IT alignment”. I was wrong.
- [The 3 Pillars of Success for AI-enabled Service Management](https://www.dougtedder.com/2024/05/06/3-pillars-ai-enabled-service-management/) - To realize the benefits of adding AI to ITSM requires more than just implementing technology. Here are three keys for success with AI-enabled service managment.
- [Can good ESM lead to better EX?](https://www.dougtedder.com/2020/10/30/can-good-esm-lead-to-better-ex/) - What is employee experience (EX)? A recent Forbes magazine article described EX as “the sum of all interactions that an employee has with her employer during the duration of her employment relationship. It includes any way the employee "touches" or interacts with the company and vice versa in the course of doing her job. And,
- [You’re Talking About Value Wrong](https://www.dougtedder.com/2021/08/01/youre-talking-about-value-wrong/) - “Value” is one of the most overused and misunderstood terms in business today. It is often thrown around in meetings and on company websites but while many organizations talk about value, very few get it right.
- [Start with Reporting first *then* Measurement](https://www.dougtedder.com/2024/03/11/start-with-reporting-first-then-measurement/) - The purpose of measurement and reporting is to enable fact-based decision making. But if no one is making any kind of decisions from your reports, then you’re not capturing and providing the right measures to the right people in your reports. Perhaps you should apply outcome-based thinking and start with reporting first, then measurement!
- [Why your SLAs aren't helping your XLAs](https://www.dougtedder.com/2024/03/05/why-your-slas-arent-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 uses services as the stage, and goods as props, to engage individual customers in a
- [The Consequences of Undefined Services](https://www.dougtedder.com/2021/07/06/the-consequences-of-undefined-services/) - Delivering IT services is at the core of any modern IT organization. IT provides services to deliver or enable business outcomes and value. It seems straightforward. So then, why do so many IT organizations struggle with undefined services? As it turns out, what an IT service is actually is often misunderstood by IT professionals -
- [AI: The Key To a Human Employee Experience](https://www.dougtedder.com/2020/03/02/ai-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 about the weather. They use their smartwatch to track their activity and heart rate throughout
- [AI-enabled Knowledge Management might be low hanging fruit...if we can only reach it](https://www.dougtedder.com/2024/02/20/ai-enabled-knowledge-management-might-be-low-hanging-fruit-if-we-can-only-reach-it/) - Could the use of GenAI as part of an organization’s KM practices be the low-hanging fruit that delivers the transformational return that organizations need?
- [What’s The ROI of Service Management?](https://www.dougtedder.com/2021/11/22/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 business value of good ITSM is ignored. Many IT organizations could start becoming a strategic
- [The 2-Step Method to a IT Service Portfolio](https://www.dougtedder.com/2021/11/03/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 to the bottom line is part of business innovation discussions and facilitates real business outcomes
- [The Curious Case of the Missing IT Strategy](https://www.dougtedder.com/2021/10/17/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 often finds itself just trying to keep up with what appears to be a constantly
- [Are You Due for an IT Health Check?](https://www.dougtedder.com/2021/10/10/are-you-due-for-an-it-health-check/) - If I asked IT leaders what it was like the week the world went remote in 2020 due to the COVID-19 pandemic, I would guess 90% of them would have visceral reactions to the memory of that time. Many organizations were caught without any kind of technology contingency plan - and they felt the pain
- [What Ever Happened to Critical Thinking?](https://www.dougtedder.com/2021/09/19/what-happened-to-critical-thinking/) - As businesses grow, so do the size and complexity of their problems and challenges. To solve those complex challenges and problems, leaders need to employ more critical thinking from themselves and their teams. However, the world seems to be lacking critical thinking at a time when businesses need it most. And the lack of critical
- [The CIO Role, Reasserted](https://www.dougtedder.com/2021/08/15/the-cio-role-reasserted/) - After an unprecedented year of change, many organizations are adjusting to a new status quo with technology - and technology experts - leading the way. And changing right along with the rest of the organization is the CIO role. With more reliance on technology, remote and hybrid working environments, and more technology-focused roles in an
- [Want ESM? Start with VSM](https://www.dougtedder.com/2021/07/18/want-esm-start-with-vsm/) - Enterprise Service Management (ESM) has been gaining traction over the last few years — and for good reason. With technology driving businesses forward these days, organizations must be able to holistically drive value to the bottom line of the business. And ESM can help them do just that. The question is where to start with ESM?
- [How to Master the Art of IT Partnerships](https://www.dougtedder.com/2021/05/10/it-partnerships-and-vendors/) - As businesses continue to become more reliant on technology, more and more organizations have formed partnership ecosystems. Bringing in and working with multiple partners is a smart way to deliver better experiences with optimized costs and capabilities. While there are many pros to working with partners — there are some drawbacks as well. Operations become
- [Is the CIO the Continual Improvement Officer?](https://www.dougtedder.com/2021/06/07/cio-continual-improvement/) - The CIO is often wearing many hats. They have to be tech whizzes and also strategic visionaries. And in my opinion, they now have to be the Continual Improvement Officer for their teams, their organizations, and in their careers. Continual improvement is about improving the quality of products and services by learning from past successes
- [A New CIO’s Guide to Mapping Experiences](https://www.dougtedder.com/2021/06/18/mapping-experiences/) - Delivering and enabling business value is a large part of IT’s job. As such, the CIO must track how value flows, not only within IT, but across the organization. It may sound easier than it actually is. Because value is tricky. For one thing, it’s not always well-defined. And it often gets lost in day-to-day
- [Business-IT Alignment isn’t a 50-50 Deal](https://www.dougtedder.com/2021/05/26/business-it-alignment/) - More and more companies are transforming via digital transformation and discovering new lines of business or radically changing their existing business models through the use of technology. What does this mean? It means that IT and the business have no choice but to become aligned if they want to succeed. It’s no longer just “nice
- [Are You Prepared to Meet Customer Expectations in 2020?](https://www.dougtedder.com/2020/02/06/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 time. Customers, technology, new expectations. Let’s start off talking about a company that failed to
- [Where Is IT On Your Customer Journey Map?](https://www.dougtedder.com/2020/01/12/it-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 use self-service options, and streamlined processes, from start to finish. This means organizations must research,
- [Are You Winning the IT Participation Trophy?](https://www.dougtedder.com/2020/10/18/are-you-winning-the-it-participation-trophy/) - IT has gotten a bad rap in the past and I think it's partially deserved. There are still far too many IT leaders just willing to phone it in. That’s an old way of leading IT and it’s about winning the participation trophy. You do know what the “participation trophy” is, right? The participation trophy
- [5 Modern Use Cases for Service Management](https://www.dougtedder.com/2021/01/18/modern-use-cases-for-service-management/) - “Service Management” is in desperate need of a rebrand. For years, service management was synonymous with IT. It was branded as IT service management. But service management isn’t strictly about the service desk or specific methodologies. Service management is about improving how an organization creates, manages, and delivers value to its end users. If you
- [Are You Inviting Trouble? 7 Signs You’re Attracting Chaos to IT](https://www.dougtedder.com/2021/04/17/chaotic-cio/) - CIOs are no strangers to chaos. Working in IT means you’ve dealt with your fair share of chaotic moments. Technology has an annoying habit of not working properly - even when everything seems to be set up correctly. IT pros have had to learn to keep their cool when the tech just isn’t working —
- [Read This Before Investing in an Enterprise Service Management Tool](https://www.dougtedder.com/2021/03/14/read-this-before-investing-in-an-enterprise-service-management-tool/) - Are you considering Enterprise Service Management (ESM)? There has never been a better time to get started. A 2019 EMA study found that 87% of organizations surveyed already had some level of ESM underway so by implementing ESM, you’re keeping up with the competition. And you’re improving your employee and customer experiences to boot. Before
- [CEOs, are you making your CIO sick?](https://www.dougtedder.com/2021/03/01/ceos-are-you-making-your-cio-sick/) - Here’s a scenario that might sound familiar: The CEO of a mid-sized organization calls in the CIO because times are desperate. The company needs to deploy new technology to increase revenue — quickly. The organization has already invested in a variety of tools and technology... but it’s not getting the job done. Now the CEO
- [Are You Wasting Last Year's Success?](https://www.dougtedder.com/2021/02/14/are-you-wasting-last-years-success/) - 2020 was a historic year for CIOs. Before last year, there had never been a point when nearly every CIO had to completely restructure how their organization did business in just a matter of days — or even a few hours. But that’s what happened thanks to COVID-19. Seemingly overnight, CIOs turned their organizations into
- [ESM is the Business Strategy Every CIO Needs](https://www.dougtedder.com/2021/02/01/esm-business-strategy/) - As organizations continue to work through a pandemic, adapt to an ever-increasing digital world, and adjust to new customer and employee expectations, CIOs must continue to step up to the plate to help navigate these changes from a business perspective. Perhaps with some organizations, CIOs have not been part of business decisions in the past.
- [How To Avoid the Ghosts of ITSM Past](https://www.dougtedder.com/2021/01/09/it-service-management-past/) - What happened to IT service management? It feels like not that long ago IT was the master of its domain. But things have changed. Shadow IT is rampant in most organizations, there are higher expectations from consumers and less patience from end-users. IT organizations can’t afford to be unresponsive and uncooperative. IT can’t keep playing
- [The CIO’s Guide to Enabling a Hybrid Workforce](https://www.dougtedder.com/2021/01/03/hybrid-workforce/) - Looking back on 2020, one thing is certain: COVID-19 has permanently changed the way we work. Earlier this year, CIOs and IT departments were responsible for keeping organizations online and running as the world went into lockdown. The CIO role and the IT department finally began to receive the recognition they have long deserved for
- [When Your Remote Work Solution is No Longer a Solution](https://www.dougtedder.com/2020/12/13/when-your-remote-work-solution-is-no-longer-a-solution/) - CIOs led the overnight transformation from in-office to remote work environments for many organizations in 2020. All over the world, CIOs enabled their organizations to continue work and stay in business amid a global pandemic. The accomplishment was astounding and for many CIOs, it earned them a rightful place as a strategic leader in the
- [How to Fix Your Broken Workflows — For Good](https://www.dougtedder.com/2020/12/01/fix-broken-workflows/) - Every business leader wants the same three things: to reduce risk, increase revenue, and decrease expenses. Often, there is a general assumption that technology is the only way to accomplish these goals using IT. I’ve seen it time and time again. An organization will invest in a technology, thinking it is the silver bullet for
- [The Opportunity of Failed IT Plans](https://www.dougtedder.com/2020/11/16/it-strategic-plans/) - What went wrong in 2020? I know, it’s a big question and most people would probably say “Everything.” Or at least, many CIOs would confess that the original strategic plans they had for 2020 were not executed. There were many initiatives that just failed to get off the ground in 2020 due to COVID-19. Now
- [Can the CIO Save The Day?](https://www.dougtedder.com/2020/11/01/can-the-cio-save-the-day/) - This year has been a banner year for IT. It’s only because of IT that so many organizations could continue operating in the face of the pandemic. IT has done its job on winning over the rest of the organization and most of the organizations now know they can count on IT. According to the
- [How IT Can Enable Organizations to Make Data-Driven Decisions](https://www.dougtedder.com/2020/10/03/enable-data-driven-decisions/) - Technology is one of the biggest and most important investments that any organization can make. In the past, many decisions about technology investments were made within the C-suite or demanded by other departments and IT simply complied with those requests. But as the world has become more dependent on technology, IT has started to play
- [When In Doubt, Follow the Value Stream](https://www.dougtedder.com/2020/07/01/follow-the-value-stream/) - Every day, IT leaders address questions to help keep their team moving forward, which in turn keeps the organization moving forward. Questions like: Where should the IT team spend their time? How should IT allocate resources? How can IT justify larger budgets and more investments? In the past, IT leaders have taken a straightforward approach
- [Why IT Organizations Stay Broken](https://www.dougtedder.com/2020/09/14/why-it-organizations-stay-broken/) - They say that “change is hard”. Organizational change is probably the most difficult kind of change. And for some reason, IT struggles with its own organizational change. Sure, IT knows that organizational change may be needed for business colleagues so that they can fully take advantage of a new IT product or service. But when
- [Working From Home Is Only The Beginning: What is the Future of Service Management?](https://www.dougtedder.com/2020/09/01/future-of-service-management/) - I have said before that we are entering into a service management renaissance. Now that we are 9 months into the whirlwind of 2020, I’m even more convinced. IT has been in the spotlight this year and for good reason. When the pandemic caused organizations to send employees home to work this past spring, IT
- [Did You Pivot Or Are You Just Spinning in Circles?](https://www.dougtedder.com/2020/08/16/it-pivot/) - COVID-19 caught the business world by surprise. And it didn’t just change where organizations work (from an office to at home) -- it has changed everything: economies, regulations, timelines, employee and customer expectations, the list goes on. So what did the majority of organizations do in response to this swift and sudden change? They pivoted.
- [Did You Leave Some Value Along the Road?](https://www.dougtedder.com/2020/08/02/value-leakage/) - Let’s start off with a scenario. Let’s say you are preparing for a cross-country road trip. Before you head out, you are responsible and change the oil in your car. You prepare your playlist, grab your road trip snacks, and hit the road. You drive for a day or two and you make it through
- [Your Continuity Plan Still Isn’t Good Enough](https://www.dougtedder.com/2020/06/15/continuity-plan-not-good-enough/) - Continuity plans have been in the spotlight for businesses across the globe over the last few months. If your continuity plan wasn’t done or hadn’t been reviewed in months, then you probably felt that pain over the last few weeks. Even those with up-to-date continuity plans are refreshing theirs with their lessons learned from COVID-19.
- [No, Value Stream Management is Not the “New ITSM”](https://www.dougtedder.com/2020/06/03/value-stream-management/) - Every few years it seems like there’s some new trend that seems eerily similar to ITSM. There are so many buzzwords and trendy practices in IT. It’s hard to determine what practices are worth evaluating and implementing. This year, the newest contender in the digital space is Value Stream Management. Is Value Stream Management the
- [IT Reset: How to Re-Prioritize IT Initiatives During COVID-19](https://www.dougtedder.com/2020/05/17/prioritize-it-initiatives-covid-19/) - CIOs have had their work cut out for them over the last few months. The sudden shift to remote work has put pressure on IT to create solutions for remote workers using technology that perhaps was older or less capable, support overworked and stressed out IT technicians, and, in general, keep the business moving through
- [Outcomes vs Outputs: The Real Proof of IT’s Value](https://www.dougtedder.com/2020/05/02/outcomes-vs-outputs/) - The typical workday looks much different today than it did just a few months ago. Instead of driving to work and walking into the building, employees are going online and signing in to their messaging or collaboration tools. Instead of physically taking a document to a client for a signature, they’re being sent digitally for
- [The New Role of the Service Desk Agent](https://www.dougtedder.com/2020/04/20/service-desk-agent-future/) - 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 more impacted by AI than any other part of IT. This has some service desk
- [ITSM is More Than Just Numbers on a Spreadsheet](https://www.dougtedder.com/2020/04/04/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 struggles for CIOs and IT leaders. There are thousands of articles, webinars, and commentary on
- [Future-Proofing Higher Education With Employee Experience](https://www.dougtedder.com/2020/03/16/employee-experience-higher-education/) - 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 good service management can help higher education institutions overcome those obstacles. The Changes in Higher
- [What Should Your Customer Experience Look Like & How Do You Get There?](https://www.dougtedder.com/2020/02/16/customer-experience-look/) - 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 every touchpoint a customer has as they interact with a brand. Customer experience has always
- [Focusing on Technology May Kill Your Business](https://www.dougtedder.com/2020/01/22/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 and it absolutely shouldn’t be the only thing on that wishlist. It’s 2020 and there’s

## Pages

- [Home](https://www.dougtedder.com/) - We specialize in helping IT organizations confidently develop real solutions, deliver value, improve credibility and teamwork, and transform the IT experience.
- [Work with Doug](https://www.dougtedder.com/work-with-doug/) - Work with Doug and get that engaged, pragmatic, and experienced consultant that you need without the overhead of the big consultancies that you don’t want. Check out some of the ways Doug can help!
- [Legal](https://www.dougtedder.com/legal/) - Legal Disclaimers The information on this website is provided "as- is", with all faults and without warranty of any kind, expressed or implied, including those of fitness for use or fitness for purpose, or arising from a course of trade practice. Tedder Consulting LLC makes no warranties or representations regarding the accuracy or completeness of the information. Links
- [Contact](https://www.dougtedder.com/contact/) - Ready to get started? Need more information? Contact Tedder Consulting today for a free, no obligation, 30 minute discussion!
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- [Professional Profile](https://www.dougtedder.com/professional-profile/) - Read Doug Tedder's bio and download his CV
- [The problem I solve](https://www.dougtedder.com/the-problem-i-solve/) - What is the problem that I help solve? Many IT organizations spend too much time working on things that add little business value. As a result, IT is not seen as providing a unique value to the business, all the way to the bottom line. That's the problem I help CIOs and senior IT leaders
- [Workshops](https://www.dougtedder.com/workshops/) - Workshops with Tedder Consulting are a great way to move your initiative forward by getting the right people together to share experience, build agreement, drive common understanding, create momentum, and deliver results. Here are a few of the workshops we can offer your business. Continual Improvement Workshop How good is your organization at getting better?
- [Consulting](https://www.dougtedder.com/consulting/) - When you engage a consultant, you want outcomes, not just a things checked-off of a list. You want impactful results. And you want to connect those results to business objectives. Consulting engagements with Tedder Consulting deliver impactful results that mean real business value. Get the engaged, pragmatic, and experienced service management consulting you need without all of the
- [Privacy Policy](https://www.dougtedder.com/privacy-policy/) - Who we are We are Tedder Consulting LLC, a business management consultancy specializing in enterprise service management, IT service management, IT governance, and process improvement. Doug Tedder is the owner and principal consultant. Our website address is: https://www.dougtedder.com. What personal data we collect and why we collect it Comments When visitors leave comments on the
- [Thank You](https://www.dougtedder.com/thank-you/) - [lab_landing_page]
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## Testimonials

- [ITSM Workshop](https://www.dougtedder.com/testimonialcpt/itsm-workshop/) - "Doug did an excellent job in delivering a customized ITSM Overview workshop to provide training for our highly technical teams who had varied levels of exposure to ITSM." - Derek B., organizer of multiple Tedder Consulting-provided ITSM workshops.
- [ITIL Foundation](https://www.dougtedder.com/testimonialcpt/itil-foundation-2/) - "[ITIL Foundation training from Tedder Consulting] was one of the most fun classes I’ve attended. And, I really feel like I learned so much; not just memorized a bunch of information." - Brooke B., participated in ITIL Foundation Training in August, 2016
- [ITIL Foundation](https://www.dougtedder.com/testimonialcpt/itil-foundation/) - "I really appreciated Doug's enthusiasm throughout the class. His knowledge is evident, but his enthusiasm maintained a good level of energy during an aggressive pacing. He provided multiple instruction vectors to convey complex concepts and provide a more 'three dimensional' understanding." - Michael B., participated in ITIL Foundation training in May, 2017.
- [Cu agam atqui similique pri](https://www.dougtedder.com/testimonialcpt/cu-agam-atqui-similique-pri/) - Lorem ipsum dolor sit amet, ea adhuc ancillae his. Cu agam atqui similique pri. Et munere salutatus omittantur sed. Graeco volumus ex sea, cu mea augue sanctus, at case lorem reprimique vel. Soleat aperiri pericula id sit, albucius menandri argumentum mel in. Nec no solet invidunt periculis, tale tacimates convenire no sea, appareat perfecto vim

## Categories

- [Consultancy](https://www.dougtedder.com/category/consultancy/)
- [ITSM](https://www.dougtedder.com/category/itsm/)
- [Service Catalog](https://www.dougtedder.com/category/service-catalog/)
- [Business Relationship Management](https://www.dougtedder.com/category/business-relationship-management/)
- [ESM](https://www.dougtedder.com/category/esm/)
- [Digital Transformation](https://www.dougtedder.com/category/digital-transformation/)
- [Leadership](https://www.dougtedder.com/category/leadership/)
- [AI](https://www.dougtedder.com/category/ai/)
- [GenAI](https://www.dougtedder.com/category/ai/genai/)
- [Knowledge Management](https://www.dougtedder.com/category/itsm/knowledge-management/)
- [XLA](https://www.dougtedder.com/category/xla/)
- [EX](https://www.dougtedder.com/category/ex/)
- [Human-Centered Design](https://www.dougtedder.com/category/human-centered-design/)
- [Organizational Change](https://www.dougtedder.com/category/organizational-change/)
- [Humanizing IT](https://www.dougtedder.com/category/humanizing-it/)

## Tags

- [ITSM](https://www.dougtedder.com/tag/itsm/)
- [culture](https://www.dougtedder.com/tag/culture/)
- [people](https://www.dougtedder.com/tag/people/)
- [Service Catalog](https://www.dougtedder.com/tag/service-catalog/)
- [Service Desk](https://www.dougtedder.com/tag/service-desk/)
- [Service Portfolio](https://www.dougtedder.com/tag/service-portfolio/)
- [business case](https://www.dougtedder.com/tag/business-case/)
- [process](https://www.dougtedder.com/tag/process/)
- [ITIL](https://www.dougtedder.com/tag/itil/)
- [Implementation](https://www.dougtedder.com/tag/implementation/)
- [SLA](https://www.dougtedder.com/tag/sla/)
- [Business-IT Alignment](https://www.dougtedder.com/tag/business-it-alignment/)
- [HDI](https://www.dougtedder.com/tag/hdi/)
- [KCS](https://www.dougtedder.com/tag/kcs/)
- [Service](https://www.dougtedder.com/tag/service/)
- [service definition](https://www.dougtedder.com/tag/service-definition/)
- [OCM](https://www.dougtedder.com/tag/ocm/)
- [value](https://www.dougtedder.com/tag/value/)
- [ESM](https://www.dougtedder.com/tag/esm/)
- [IT Industry Legend](https://www.dougtedder.com/tag/it-industry-legend/)
- [VSM](https://www.dougtedder.com/tag/vsm/)
- [Outside-In](https://www.dougtedder.com/tag/outside-in/)
- [Good ITSM](https://www.dougtedder.com/tag/good-itsm/)
- [communication](https://www.dougtedder.com/tag/communication/)
- [ITSM Influencer](https://www.dougtedder.com/tag/itsm-influencer/)
- [strategy](https://www.dougtedder.com/tag/strategy/)
- [value stream map](https://www.dougtedder.com/tag/value-stream-map/)
- [measurement](https://www.dougtedder.com/tag/measurement/)
- [Service Management](https://www.dougtedder.com/tag/service-management/)
- [Digital Age](https://www.dougtedder.com/tag/digital-age/)
- [presenter](https://www.dougtedder.com/tag/presenter/)
- [ITOps](https://www.dougtedder.com/tag/itops/)
- [CASM](https://www.dougtedder.com/tag/casm/)
- [enterprise service management](https://www.dougtedder.com/tag/enterprise-service-management/)
- [automation](https://www.dougtedder.com/tag/automation/)
- [DevOps Training near me](https://www.dougtedder.com/tag/devops-training-near-me/)
- [VeriSM training near me](https://www.dougtedder.com/tag/verism-training-near-me/)
- [Top 25](https://www.dougtedder.com/tag/top-25/)
- [leadership](https://www.dougtedder.com/tag/leadership/)
- [Modern ITSM](https://www.dougtedder.com/tag/modern-itsm/)
- [AI](https://www.dougtedder.com/tag/ai/)
- [Work](https://www.dougtedder.com/tag/work/)
- [CIO](https://www.dougtedder.com/tag/cio/)
- [SRE](https://www.dougtedder.com/tag/sre/)
- [chatbot](https://www.dougtedder.com/tag/chatbot/)
- [digital assistant](https://www.dougtedder.com/tag/digital-assistant/)
- [customer journey mapping](https://www.dougtedder.com/tag/customer-journey-mapping/)
- [customer experience](https://www.dougtedder.com/tag/customer-experience/)
- [technology](https://www.dougtedder.com/tag/technology/)
- [employee experience](https://www.dougtedder.com/tag/employee-experience/)
- [higher education](https://www.dougtedder.com/tag/higher-education/)
- [service desk agent](https://www.dougtedder.com/tag/service-desk-agent/)
- [value stream management](https://www.dougtedder.com/tag/value-stream-management/)
- [continuity plan](https://www.dougtedder.com/tag/continuity-plan/)
- [value stream](https://www.dougtedder.com/tag/value-stream/)
- [employee journey map](https://www.dougtedder.com/tag/employee-journey-map/)
- [remote work](https://www.dougtedder.com/tag/remote-work/)
- [service integration and management](https://www.dougtedder.com/tag/service-integration-and-management/)
- [continual improvement](https://www.dougtedder.com/tag/continual-improvement/)
- [SIAM](https://www.dougtedder.com/tag/siam/)
- [EX](https://www.dougtedder.com/tag/ex/)
- [XLA](https://www.dougtedder.com/tag/xla/)
- [Systems Thinking](https://www.dougtedder.com/tag/systems-thinking/)
- [Reporting](https://www.dougtedder.com/tag/reporting/)
- [Metrics](https://www.dougtedder.com/tag/metrics/)
- [outcome-based thinking](https://www.dougtedder.com/tag/outcome-based-thinking/)
- [design thinking](https://www.dougtedder.com/tag/design-thinking/)
- [experience](https://www.dougtedder.com/tag/experience/)
- [GenAI](https://www.dougtedder.com/tag/genai/)
- [data goveranance](https://www.dougtedder.com/tag/data-goveranance/)
- [Human-centered design](https://www.dougtedder.com/tag/human-centered-design/)
- [ROI ITSM](https://www.dougtedder.com/tag/roi-itsm/)
- [data governance](https://www.dougtedder.com/tag/data-governance/)
- [humanizing IT](https://www.dougtedder.com/tag/humanizing-it/)
- [continuous feedback](https://www.dougtedder.com/tag/continuous-feedback/)
- [prototyping](https://www.dougtedder.com/tag/prototyping/)
- [persona](https://www.dougtedder.com/tag/persona/)
- [service design](https://www.dougtedder.com/tag/service-design/)
- [CEO](https://www.dougtedder.com/tag/ceo/)
- [Services](https://www.dougtedder.com/tag/services/)
- [IT strategy](https://www.dougtedder.com/tag/it-strategy/)
- [CEO-CIO alignment](https://www.dougtedder.com/tag/ceo-cio-alignment/)
- [journey mapping](https://www.dougtedder.com/tag/journey-mapping/)
- [governance](https://www.dougtedder.com/tag/governance/)
- [CX](https://www.dougtedder.com/tag/cx/)
- [Digital Strategy](https://www.dougtedder.com/tag/digital-strategy/)
- [operating model](https://www.dougtedder.com/tag/operating-model/)
- [GoodAI](https://www.dougtedder.com/tag/goodai/)
- [AIDrivenITSM](https://www.dougtedder.com/tag/aidrivenitsm/)
- [FixYourITSM](https://www.dougtedder.com/tag/fixyouritsm/)
- [AITruth](https://www.dougtedder.com/tag/aitruth/)
- [IT value](https://www.dougtedder.com/tag/it-value/)

## Categories

- [Practitioner](https://www.dougtedder.com/testtax/practitioner/)
- [Manager](https://www.dougtedder.com/testtax/manager/)