Incidents represent a cost to the organization and provide little value beyond indicating trends. This session will help I&O leaders explore ways of either eliminating incidents or improving the mean time to resolve them through a combination of good practice, data analytics and automation
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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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.
Monday, 22 November, 2021 / 03:45 PM - 04:15 PM GMT
(10:45 AM - 11:15 AM EST)
How to Eliminate or Reduce the Impact of Incidents
Tuesday, 23 November, 2021 / 01:30 PM - 02:00 PM GMT
(08:30 AM - 09:00 AM EST)
Modernize ITSM to Meet the Demands of DevOps and Product Teams
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.