Doug Tedder’s Essential Guide to Implementing an ITSM Roadmap

Kimberly Yánez August 10, 2023
- 8 min read

The IT Service Management (ITSM) implementation roadmap serves as a strategic guide for organizations looking to enhance their Service Management practices. It provides a structured approach to implementing ITSM processes, frameworks, and tools effectively. 

Developing an ITSM implementation roadmap involves several key steps. With the desired future state in mind, the roadmap outlines the necessary actions and initiatives to bridge the gap between the current state and the desired state. This may involve implementing ITSM processes such as Incident Management, Problem Management, Change Management, and Service Level Management, among others.

Hence Doug Tedder was on our most recent Live Session, a special episode of Ticket Volume, our IT podcast hosted by Matt Beran. With his expertise, they explored the ins and outs of starting, maturing, and achieving greatness in your IT processes.

Tedder brings a wealth of experience to the table, having helped countless businesses optimize their IT organizations. From developing ITSM plans to implementing processes and creating strategy roadmaps, Doug knows how to make IT shine. Not only that, but he's also held impressive positions such as President of itSMF USA, Director of Management Systems at The priSM Institute, and Manager of Service Delivery at Roche Diagnostics.

Don't miss out on the opportunity to tune in to the entire session featuring Tedder and the audience! Hence, you can register for our monthly live recordings, where you'll have the chance to participate and ask questions directly during the session.



ITSM implementation roadmap

Tedder emphasizes the need for IT departments to forge strong relationships with other teams and align their strategies with the overall organizational vision. Starting with a high-level plan and continuously adapting it based on feedback and evolving business needs is advised.




"We have a critical role to play in addressing this issue. On one hand, we are the ones who have contributed to the planet's degradation through our current technology. On the other hand, we are also the ones who can fix the problem with our current technology. We find ourselves at the center of the coin, with stakeholders, including the government, urging us to take action urgently."

Doug Tedder
Principal at Tedder Consulting LLC
Live Session of Ticket Volume


Our guest underscored the pivotal role of service management in ensuring efficient ticket handling and resolution. Implementing ITSM roadmaps enables organizations to achieve a favorable return on investment and attain their desired outcomes. Executives constantly seek ways to enhance business productivity and reduce Ticket Volume through effective service management practices.

In addition, strategic alignment is essential in ITSM. While many organizations focus solely on cost reduction, they often overlook the impact of employees engaging in IT-related tasks. The ideal scenario would be shifting from incremental improvements to a strategic approach, considering the broader business outcomes of IT investments.

To successfully align IT strategy with business goals, Tedder suggested involving sales teams in ITSM tool selection and understanding their unique constraints. And to focus on effective communication of the benefits of IT investments to business partners is equally necessary. Overall, a clear organizational strategy serves as the foundation for successful IT implementation.



"For whatever reason, IT tends to go inside of its shell when it comes to service management systems. If we get frustrated that we are left out of those conversations around CRM or ERP systems, then what are we doing when we don't include the business in those conversations about IT Service Management? We have to keep in mind why we exist, and why we exist is to contribute just like every other part of the organization contributes to the mission of the organization."

Doug Tedder
Principal at Tedder Consulting LLC
Live Session of Ticket Volume


Tedder pointed out how beneficial it is to include the business in IT conversations. Engaging in meaningful discussions helps IT professionals gain a deeper understanding of the organization's mission, vision, and goals. Here is the thing, the business primarily focuses on outcomes and involvement, rather than the technology employed. But, involving the business early on allows IT teams to answer the crucial "why" and garner support for service management initiatives.

Understanding the business and building strong relationships within the organization and across teams is vital for success. Tedder leader shouldn’t take for granted the significance of comprehending the organization's products and services, as well as the needs of customers, particularly in sales.

Given the rapid pace of technological advancements and evolving business landscapes, the ability to pivot and adapt feels mandatory. The structure of service management teams should align with the organization's strategic direction. Positioning the service management office outside of IT and reporting directly to the CEO is suggested for optimal effectiveness.

Step by step of the roadmap

This list might not give this insightful conversation justice, as it was full of details and great advice, but in a nutshell, Tedder’s roadmap looks like this:

  1. Assess and understand the organization's current IT service management capabilities and processes.
  2. Define the desired outcomes and objectives of the ITSM implementation, aligning them with the overall organizational vision.
  3. Engage in meaningful discussions with business stakeholders to gain a deeper understanding of the organization's mission, vision, and goals.
  4. Develop a high-level plan that outlines the necessary changes and improvements to achieve the desired outcomes.
  5. Involve sales teams and other relevant stakeholders in the selection of IT tools, considering their unique constraints and requirements.
  6. Communicate the benefits of IT investments to business partners, emphasizing how they align with the organization's strategic goals.
  7. Continuously adapt the ITSM implementation roadmap based on feedback and evolving business needs.
  8. Build strong relationships within the organization and across teams to foster collaboration and ensure successful implementation.
  9. Comprehend the organization's products, services, and customer needs, particularly in sales, to tailor ITSM practices accordingly.
  10. Regularly evaluate and measure the effectiveness of the implemented ITSM processes and make necessary adjustments to optimize outcomes.

Remember, this list serves as a starting point, and the specific steps may vary depending on the organization's unique circumstances and goals.

And, if you want some extra support for this process, we have put together an ITSM implementation checklist with the most important points. It comes with a downloadable that can be tailored to your needs. 

Bottom line

There you have it, change has changed. This is just a summary of Ticket Volume's Live Session featuring Doug Tedder. There's a lot more to discover in the recording since leveraging an ITSM implementation roadmap can be a game-changer in achieving operational efficiency and delivering exceptional IT services. Be sure to listen to the full conversation with Matt Beran to learn more about the ITSM implementation roadmap.

You can find the full Live Session on popular platforms like Apple Podcasts, Spotify, YouTube, or any other podcast platform you prefer. Remember to subscribe if you're interested in joining the monthly live recordings!


Read other articles like this : ITSM, implementation plan, Ticket Volume podcast

Evaluate InvGate as Your ITSM Solution

30-day free trial - No credit card needed