Is your company's ITSM implementation ready to take on the demands of the digital economy? Without good ITSM, your company may find itself left behind in the digital economy. Doug Tedder discusses in this presentation.

1. Doug Tedder
Tedder Consulting LLC
December 5, 2017
dougtedder.com

2.  Shift from pipelines to
networks
 Shift from supply side
to demand side
 “Always on”
 “Value” not just
“activities”
Characteristics of the digital economy

3. Keys to the Digital Economy
 Differentiated customer
experience
 Measurable, impactful
business outcomes
 Value – for both the
customer and the
business
 Clear, transparent,
streamlined, data-
driven processes

4. Technology – specifically IT – has a critical
role in the digital economy

5. ITSM – as often found today
 Tools before business
goals and outcomes
 Missing links from IT
services to business
value chains
 Focused only on IT
operations
 Driven as a technology,
not business, initiative

6. Good ITSM provides a business
with a path through the digital
forest
 Helps align the organization
 Agreement on business value
 Identification of the right
measures
 Data-driven processes
 Leads to automation
opportunities
 Underpins how value flows
through the entire organization,
not just IT
Why good ITSM is so critical for digital
economy success

7. The ITSM perspective has to change
 IT must be seen as a
“capability”
 Clearly defined services
in terms of business
outcomes
 Shift to external
(“outside-in”) focus
 ITSM is not just an “IT
thing”

8. Finding the right path

9. Takeaway #1 – Simple Value Stream Mapping

10. Takeaway #2 – Customer Experience Maps
StageCustomer
Expectation
Customer
Need/
Interaction
FlowService
Oppfor
Impr
Customer Experience:

11. Takeaway #3 – Business-relevant Measures
Business Goals and
Objectives
Critical Success Factors
KPIs
Measures
Metrics

12. Doug Tedder
Principal Consultant, Tedder
Consulting LLC
doug@dougtedder.com
dougtedder
317 703-4075
Thank you