Siddharth Shetty

Siddharth Shetty

Sr Director Analyst
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.
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Friday, 15 May, 2020 / 11:15 AM - 12:00 PM IST
Service Desk of the Future and How to Get There

Current models of IT Service Desk are inadequate to support the increased demands from business consumers. This session will explore the challenges faced by existing IT service desks and the model adopted by high performance I&O organizations to provide IT support to their business consumers. This session will also cover the transition plan required to achieve an optimum operating model for the future IT service desk from a typical reactive IT service desk.

Friday, 15 May, 2020 / 02:15 PM - 02:45 PM IST
Agile ITSM: Improve the Flow

The rise of DevOps and agile methodologies is creating tension with ITSM as many organizations recognize that ITSM is old school and bureaucratic. To ensure ITSM remains relevant, we need to adopt agile approaches in order to improve the flow of business value.

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