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Jeffrey M. Brooks
Research Director
Fort Mill, SC USA
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Years of Experience
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2 years at Gartner
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17 years IT industry
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Roles and Responsibilities
Jeffrey Brooks is a Research Director in the IT Operations Management team of Gartner. His research focuses on IT services management, including service desk, incident management, problem management, change management, process improvement (including the ITIL framework), and SLA management, as well as IT service catalog. Mr. Brooks helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align to the goals of the business.
Mr. Brooks has also authored numerous publications, including co-authoring "The Help Desk Manager's Crash Course" (2009), and he has received numerous individual and team awards, such as Customer Service Manager of the Year (2011) by the Stevie Awards for Sales & Customer Service, HDI Team Excellence Award for External Support (2010), and Customer Service Company of the Year (2009) at the NCTA 21 Awards.
Previous Experience
Prior to joining Gartner, Mr. Brooks spent five years at Peak 10, where he held the role of senior manager of Support Services within the service delivery organization, including managing a 24/365 support organization providing complex solutions to data center and managed services customer. He was also the director of Support Services, North and South America, for a FormScape.
Professional Background
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Peak 10, Sr. Manager, Support Services, 5 years
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FormScape, Director of Support Services, North and South America, 3 years
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HAHT Commerce, Support Team Lead, 2 years
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Industry Awards/Accolades
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Stevie Award, Customer Service Manager of the Year, 2011
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HDI Team Excellence Award, External Support, 2010
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Customer Service Manager of the Year, Stevie Award Finalist, 2010
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HDI Manager of the Year, Nominee, 2010
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NCTA 21 Customer Service Company of the Year, 2009
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HDI Southeast Region Officer of the Year, 2009
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Commendation by Contact Center World Top Performers Award, Best Contact Center Leader, 2009
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Education
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M.B.A., University of Maryland, University College
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M.S., Computer Information Systems, University of Phoenix, Phoenix, Arizona
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B.S., Biology, University of Miami, Coral Gables, Florida
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Title
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Publish Date
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Author(s)
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ITIL and Process Improvement Key Initiative Overview
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12-Jun-2013
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Jeffrey M. Brooks
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How to Stay Competitive in a Commoditized IT Service Desk Market
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03-Jun-2013
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David M. Coyle, Federico De Silva, Jeffrey M. Brooks
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How Gasco Created an Effective IT Satisfaction Survey for Business Users
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17-May-2013
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John P. Roberts, Jeffrey M. Brooks, Heather Colella
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Cool Vendors in IT Operations Management, 2013
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18-Apr-2013
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Jeffrey M. Brooks, Patricia Adams, Ronni J. Colville, Milind Govekar, Jarod Greene, Will Cappelli, Tapati Bandopadhyay
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Survey Analysis: What ITOM Tool Vendors Should Know About SaaS, Cloud and What Buyers Want
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11-Apr-2013
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Jeffrey M. Brooks, Aneel Lakhani, Laurie F. Wurster
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