Modern IT Service Management


Status Go Podcast: Episode 22

” You have to take an open minded approach to these things and you have to be willing to admit that maybe there’s something we can do differently or maybe what we’ve been trying to do isn’t working so well.” – Doug Tedder

Status Go Podcast: Episode 22

” I think modern service management is about doing what is right for your organization.  You have to find the right balance between responsiveness and stability.” – Doug Tedder

Status Go Podcast: Episode 22

” In this day and age of the digital economy, I’m going to lose a customer if I’m not available at the time that they come in and access my systems.  At the same time, I have to be able, as an organization, to respond to ever changing customer needs.” – Doug Tedder

Status Go Podcast: Episode 22

We have to start acting like a holistic organization, not a collection of parts.” – Doug Tedder

Episode 22: Modern IT Service Management

Many of you may be hearing “ITIL is dead, companies that have implemented should abandon it, companies that haven’t should not go down that path.”  Our Status Go guest this week, Doug Tedder, Principal, Tedder Consulting, and Host, Jeff Ton, InterVision’s SVP of Product Development and Strategic Alliances, gladly take on the challenge of dispelling these myths.

Jeff and Doug discuss ITIL and IT Service Management (ITSM) in an age of digital transformation and agile: What modern ITSM looks like, how to succeed, what might be going wrong with your implementation and even how it can work with an agile environment.  Doug stresses, “Modern service management is about doing what is right for your organization.  You have to find the right balance between responsiveness and stability.”

Time Stamped Table of Contents

1:41 Doug’s Background

2:24 Why ITSM is critical

4:07 Where ITSM / ITIL implementations fail

6:34 Breaking free of the traps surrounding implementation

8:14 Fitting ITSM / ITIL into the agile world

12:25 Using an agile approach for process and process improvement

15:32 Modern ITSM

21:02 Business results attributed to ITSM

25:55 Service Management and Digital Transformation

28:39 Getting started

31:38 ITSM as a business enabler / Enterprise service management

33:30 Summary

Prior to starting his business, Tedder Consulting LLC, Doug Tedder spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.

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 or visit his website.

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A business-focused perspective on how IT leaders can drive, prepare and accelerate digital transformation

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