Professional Profile

Doug is a recognized industry thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners.  His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners. 

Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, KCS™, DevOps, and Organizational Change Management. Doug was also recognized as an “IT Industry Legend” by Cherwell Software in 2016. 

Doug is an author, blogger, and frequent speaker and contributor at local industry group meetings, webinars, and national conventions.  Doug is a member and former president of itSMF USA, a member of HDI,  a contributing author to VeriSM™, and co-author of the VeriSM Pocket Guide.  

Certifications

  • ITIL® Expert
  • ISO/IEC 20000 Consultant/Manager
  • ITIL Intermediate Certifications (CSI,OSA, RCV, PPO, SOA)
  • ITIL Practitioner
  • COBIT® 5 Foundation
  • KCS  V6 Principles
  • Understanding SFIA
  • HDI® Support Center Manager
  • HDI® Support Center Analyst
  • Lean IT Foundation
  • Lean IT Kaizen
  • Organizational Change Management Foundation
  • VeriSM™ 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
    Management
  • 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
  • Certified DASA DevOps Fundamentals Trainer
  • Certified VeriSM Foundation, Plus, and Essentials Trainer
  • ITSM Simulations
  • Process Improvement
  • Process Owner Coaching and Mentoring
  • Process Design and Development
    Workshops
  • Service Cost Modeling
  • Service Identification

Representative Experience

Public School Corporation

  • Assessed Service Desk operations; found that the Service Desk had inadequate tools and capabilities and lacked sufficient enablement.
  • Developed RfP and associated provider evaluation criteria and led evaluation of vendor RfP responses
  • Assisted CIO in negotiating over a 50% cost reduction (approximately $1.6 million) from selected provider’s original bid

Mortgage Banking Industry

  • Delivered ITSM simulation workshops, developing awareness of ITSM concepts and the impact of good process design and collaboration
  • Conducted process assessment, which identified deficiencies and led to development of an ITSM roadmap and improvement plan
  • Designed and drove implementation of the Incident Management process and optimized the Service Desk function.  Results:
    • Higher user satisfaction
    • Resolution of internal and regulator audit findings
    • Reduced new service desk agent on-boarding from six weeks to 4 days
  • Designed and drove implementation of Change Management process improvements.  Results:
    • Established formal RfC evaluation and risk assessment criteria
    • Formalized approach to change authorization and approval
    • Change implementation success rate improved to over 98%

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; 2015-2017
  • 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: www.dougtedder.com/blog

 

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Services
Training

Formal training courses with Tedder Consulting build needed knowledge and skills

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Consulting

Expert guidance working side-by-side with your team to help you achieve your ITSM goals while ensuring sustainability

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Workshops

Facilitated workshops engage your teams in tackling your real-world challenges and developing actionable solutions

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