David M. Coyle Research VP Stamford, CT USA Years of Experience 5 years at Gartner 19 years IT industry Areas of Coverage IT Operations View Latest Research Resources Create Analyst Alert Contact Gartner Roles and Responsibilities David Coyle is a research director in the IT operations management team of Gartner. His research focuses on IT service management including service desk, incident management, problem management, change management, process improvement (including the ITIL framework) and service-level agreement (SLA) management. Mr. Coyle helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that aligns to the goals of the business. Previous Experience Prior to joining Gartner, Mr. Coyle spent nine years at Hyperion Solutions, where he held several director-level positions within the infrastructure operations organization including managing IT support services in Europe while living in France. He was also a network and e-mail specialist at Taco Bell Corp. Professional Background Hyperion Solutions, Director of Infrastructure and Operations, 9 years Taco Bell Corp., Systems Analyst, 3 years Education M.B.A., University of Connecticut B.A., business administration, University of Connecticut LATEST RESEARCH More by this author Title Publish Date Author(s) Magic Quadrant for the IT Service Desk 16-Oct-2009 David M. Coyle, Kris Brittain Disaster Recovery Service-Level Management: Implementation Guidelines 15-Sep-2009 John P Morency, David M. Coyle Deciphering IT Service Desk Licensing, Pricing and Packaging 14-Sep-2009 Kris Brittain, David M. Coyle, Jarod Greene The 2009 IT Service Desk Market Landscape 14-Sep-2009 Kris Brittain, David M. Coyle Do You Have the Right IT Service Desk Staffing Ratio? 19-Aug-2009 David M. Coyle, Kris Brittain