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Doug Tedder

Doug Tedder

Doug is an ITSM and process improvement consultant, trainer, and accidental social media savant, enabling IT organizations to transform, sustain, and grow real business value. An active volunteer in the ITSM community, Doug is a frequent speaker and contributor to industry user group meetings, webinars, blogs, and national conventions.
 

If you’ve been around IT service management (ITSM) for any time, you can easily recite the three aspects of ITSM:  people, process, and technology. Frankly, the best way to implement ITSM is...
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If your IT organization funnels every Request for Change (RfC) to a Change Advisory Board (CAB) for implementation approval, then you’re doing change management wrong. If this is happening in your IT...
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In another SysAid blog, I used an analogy of a pizza delivery to illustrate the point about the difference between outcomes and outputs. The outputs of a pizza delivery service are the...
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As an organization begins to engage with a consultant regarding ITSM implementation, the conversation typically turns to the topic of “how can we be assured of success?” What is the consultant’s standard...
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In one of my previous SysAid blogs, I said that one of the primary purposes of the change management process was “to ensure that a change delivers the intended result…if a change...
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Consider this scenario. After a few months of work, your IT organization has rolled out the new self-service portal. There were a few announcements made in the corporate newsletter, and service desk...
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Many businesses, and IT organizations, become frustrated with a lack of agility and responsiveness with their change management process. Rather than being viewed as a “value enabler,” the change management process is...
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Categorization is a critical aspect of many IT service management (ITSM) processes.  Categorization helps us: Route work associated with an incident or a request Produce effective management reporting that enables further analysis...
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“What advice do you have when your business case for ITSM is created but ignored?” This is what @sysaid tweeted to me in reply to my tweet regarding my blog The Case...
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