Analyst Profile

Chris Matchett

Chris Matchett

Sr Director Analyst

8 years at Gartner ,  26 years industry experience
United Kingdom

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.


Previous Experience

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.

Professional Background

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

Industry Awards/Accolades

COBIT 5 Foundation
ISO/IEC 20,000 Practitioner
ITIL Expert and Service Manager Certifications


B.S., with honors, Information Systems & Computing, Birkbeck, University of London



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