Analyst Profile
Jeffrey M. Brooks
Jeffrey M. Brooks
Research VP
Fort Mill, SC USA
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Years of Experience
3 years at Gartner
18 years IT industry
Areas of Coverage
IT Operations

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Roles and Responsibilities
Jeffrey Brooks is a Research Vice President 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 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 FormScape.
Professional Background
Peak 10, Sr. Manager, Support Services, 5 years
FormScape, Director of Support Services, North and South America, 3 years
HAHT Commerce, Support Team Lead, 2 years
Industry Awards/Accolades
Stevie Award, Customer Service Manager of the Year, 2011
HDI Team Excellence Award, External Support, 2010
Customer Service Manager of the Year, Stevie Award Finalist, 2010
HDI Manager of the Year, Nominee, 2010
NCTA 21 Customer Service Company of the Year, 2009
HDI Southeast Region Officer of the Year, 2009
Commendation by Contact Center World Top Performers Award, Best Contact Center Leader, 2009
Education
M.B.A., University of Maryland, University College
M.S., Computer Information Systems, University of Phoenix, Phoenix, Arizona
B.S., Biology, University of Miami, Coral Gables, Florida




LATEST RESEARCH 0 More by this author
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Cool Vendors in IT Operations, 2014 11-Apr-2014 Jeffrey M. Brooks, Ronni J. Colville, Milind Govekar, Jarod Greene, Ian Head, Jonah Kowall
Critical Capabilities for Infrastructure and Operations Business Value Dashboard Tools 01-Apr-2014 Jeffrey M. Brooks, Robert Naegle
The IT Service Management Unified Framework: Linking ITSM to Business Value and Maturity 28-Mar-2014 Suzanne Adnams, Jeffrey M. Brooks
Vendor Rating: CA Technologies 26-Mar-2014 Cameron Haight, Mike Chuba, Ronni J. Colville, Milind Govekar, Ian Head, Daniel B. Stang, Jarod Greene, Jeffrey M. Brooks, Colin Fletcher, Jonah Kowall, Gary Spivak, Thomas E. Murphy, Felix Gaehtgens
ITSSM Tool Selections Require an ITSM and ITOM Tooling Strategy 25-Mar-2014 Jarod Greene, Chris Matchett, Jeffrey M. Brooks, Tapati Bandopadhyay