Doug Tedder is a highly experienced consultant and trainer, who always speaks his mind with clarity, good sense and great insight. Doug’s view is that ESM should not repeat the mistakes that have been made with ITSM – i.e. to ‘inflict’ people to do things, with good intent but often without explanation. We need good governance to make this work and we shouldn’t just rely on the IT team to do this. Digital transformation, Ai and automation also need to be viewed from beyond IT. Also, we can’t just expect the tools to deliver value and collaboration. We also discuss the tough question of who is the owner of this…is it COO, CIO, CEO..? We also learn about some very good bourbon…