Sr Director Analyst
10 years at Gartner, 29 years industry experience
Location: United Kingdom | Language(s): English
Roles and Responsibilities
Chris Matchett is an IT industry research analyst working in Gartner's IT Operations Management team. Mr. Matchett's research focuses on IT service desk and IT service management (ITSM) tools, plus IT service management (ITSM) processes/practices, including incident management, problem management, change management, process improvement (such as ITIL and COBIT), SLA management and service catalog request tools. He specializes in modern channel for IT support such as virtual support agents and peer support.
Mr. Matchett joined Gartner after an extensive career at Transport for London, where he also managed the first IT service management apprentices in the U.K. He has held several roles in IT support since the age of 15, starting with the basics of talking end users through DOS commands over the phone, to banking and Microsoft Partner support for an outsourced service provider, running IT systems for dot-com companies in the Netherlands and service management in the public sector. He was also the host of the ITSM Weekly Podcast (Rest of World Edition) for three years. You can find him on Twitter as @ITSMChris.
- AMI BV (Publicis Dialog), IT Systems Administrator, 1 year
- Transport for London, Helpdesk Officer, 3 years
- Transport for London, Senior Service Transition Analyst/Service Planning & Acceptance/Service Delivery, 7 years
- B.S., with honors, Information Systems & Computing, Birkbeck, University of London
- COBIT 5 Foundation
- ISO/IEC 20,000 Practitioner
- ITIL Expert and Service Manager Certifications
Team / Peers
RESEARCH BY THIS ANALYST More
08 December 2022Innovation Insight for Collaborative Support Hub
01 November 2022Critical Capabilities for IT Service Management Platforms
31 October 2022Magic Quadrant for IT Service Management Platforms
ANALYST INQUIRY More
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