Speaker Bio

Mark Cleary

Mark Cleary

Sr Director Analyst
Mark is a Senior Director working in Gartner's IT Service Management team with a primary focus on IT Service Management (ITSM), including strategy, AI, ITIL practices, ITSM tools, and IT service improvement. Mark also extensively researches and provides advice and guidance on the interaction between ITSM and DevOps, agile and Product Teams.

Mark has more than 30 years' experience working in the IT industry providing leadership and ITSM consultancy to FTSE 100 companies. His working life started with Barclays Bank where his final role was Director of IT for Barclays Bank Africa.

Mark has assisted many organizations in assessing and improving their IT services and tools and deliver enhanced customer service in fields as diverse as financial services, retail, pharmaceutical and the public sector.
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Monday, May 15, 2023 / 09:00 AM - 10:00 AM AEST
Gartner Opening Keynote: I&O Forward — Leading the Next Phase of Growth

Infrastructure and operations face stresses from inside and out. Dramatic global shifts and talent shortages intensify the ever-present need to accelerate innovation. I&O leaders must rewrite their future and set their sights on a new horizon. Learn how to leverage intelligent automation, embrace platform engineering, deploy multicloud operations and intertwine I&O throughout your organizational fabric.

Monday, May 15, 2023 / 10:45 AM - 11:15 AM AEST
Time to Modernize ITSM Practices

The one-size-fits-all ITSM processes implemented by most organizations no longer meet the needs of product- and digitally-focused organizations. I&O leaders must adapt, federate and modernize their ITSM offerings or risk being ignored by the DevOps and product communities. This session will explain the background to this situation and actions to take to address it.

Tuesday, May 16, 2023 / 03:45 PM - 04:30 PM AEST
Ask the Expert: How to Integrate ITSM Teams With Product Teams

Many clients struggle to manage the need to integrate their ITSM function with their agile colleagues creating tension and confusion over roles and responsibilities. This session will allow leaders to raise and discuss their issues and concerns in this space.

Join us to hear from Gartner experts and thought leaders.