Service Management World

Pre-5: Service Management Optimization

Monday, November 16 at 8:30 AM

The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, while maintaining fiscal responsibility through sound IT investments. If you want to increase the value of your IT services to the business, you should focus first on customer facing processes.

Doug Tedder

Principal Consultant

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. Doug's passion is helping and inspiring IT organizations not just to be good, but to be great. 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 leaders. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management. Doug was recognized as an "IT Industry Legend" by Cherwell Software in 2016, and named to HDI's "Top 25 Thought Leaders in Technical and Service Management" for 2018. Doug is an author, blogger, and frequent speaker and contributor at local industry user 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. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).