Analyst Profile

Kenneth Gonzalez

Kenneth Gonzalez

Sr Director, Advisory

3 years at Gartner ,  32 years industry experience

Roles and Responsibilities

Kenneth Gonzalez is a Research Director in the IT Operations Management team of Gartner. His research focuses on IT service management, customer experience, organizational maturity, process improvement, IT service desk best practices, as well as reporting and metrics. Mr. Gonzalez helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that aligns with the goals of the business. You can find him on Twitter as @ken_gonzalez


Previous Experience

Prior to joining Gartner, Mr. Gonzalez spent the previous nine years focused exclusively on ITSM consulting, with experience in executive advisory, service experience design, organizational change management, audit preparation for international standards, management consulting - with a focus on IT operations and overall IT service management. He has a long history of work at the Federal and State level (especially Department of Defense), having held Secret and ADP Level 2 clearances as well as Customs and DEA. He is also a former active-duty Marine.

Professional Background

Cask, Senior Advisor, 1 year
Engaged Consulting, Managing Partner, 8 years
Symantec Global Consulting Services, Product Team Leader, Data Center Transformation, 5 years

Industry Awards/Accolades

Certified Lean Service Professional (CLSP)
Certified Service Management Professional (CSMP)
EXIN ISO/IEC 20000 (ITSM Specialist)
EXIN ITIL Foundation and Practitioner
HDI Strategic Advisory Board, Past Member
ISO20K Specialist
International Conformance Assessment Committee Member (ANSI)


B.S., Professional Aeronautics w/Minor in Security and Intelligence, Embry-Riddle Aeronautical University
U.S. Air Force Squadron Officer School



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