Author Profile

Siddharth Shetty

Siddharth Shetty

Sr Director Analyst

6 years at Gartner,  24 years' experience

Location:  India  |  Language(s):  English, Indian - Hindi, Indian - Marathi, Tulu

Roles and Responsibilities

Siddharth Shetty is a Research Director working in Gartner's IT Service Management team. Mr. Shetty's research focuses on IT service support management, IT service management (ITSM), ITSM assessment, service desk, network operations center, incident management, problem management, change management, availability management, process improvement (such as ITIL and LEAN), and SLA management. He also specializes in the development of service management offices and implementing ISO 20000.


Previous Experience

As the leader for the service management office, Mr. Shetty managed a team of service management experts across the globe. Before this role, he led the Amdocs Service Desk, Network Operations Center (NOC), and IT operations teams like network, telephony, PC support and IT asset management teams across Amdocs India and APAC at different times during his tenure at Amdocs. In Amdocs, Mr. Shetty led team sizes of 100+ IT employees in these previous roles, managed multimillion dollar capex and opex budgets, maintenance contracts and global vendors.

Professional Background

  • Amdocs, Director - Service Management Office, 10 years
  • Capgemini, Senior Consultant - Service Desk, 4 years
  • World Network Services, Senior Executive - Information Management, 3 years


  • B. Sc. (Chemistry)
  • Post Graduate Diploma in Business Management (Computer Management)

Industry Awards/Accolades

  • ISO 20000:2011 Lead Auditor Certified
  • ITIL 2011 Expert
  • MCSE
  • Pink Elephant ITIL Practitioner of the Year 2013