Gartner Expert

Chris Matchett

Sr Director Analyst

Chris Matchett is an IT industry research analyst working in Gartner's IT Operations Management team. Mr. Matchett's research focuses on IT service desk and IT service management (ITSM) tools, plus IT service management (ITSM) processes/practices, including incident management, problem management, change management, process improvement (such as ITIL and COBIT), SLA management and service catalog request tools. He specializes in modern channel for IT support such as virtual support agents and peer support.

Previous experience

Mr. Matchett joined Gartner after an extensive career at Transport for London, where he also managed the first IT service management apprentices in the U.K. He has held several roles in IT support since the age of 15, starting with the basics of talking end users through DOS commands over the phone, to banking and Microsoft Partner support for an outsourced service provider, running IT systems for dot-com companies in the Netherlands and service management in the public sector.

He was also the host of the ITSM Weekly Podcast (Rest of World Edition) for three years.

You can find him on Twitter as @ITSMChris.

Professional background

Transport for London

Senior Service Transition Analyst/Service Planning & Acceptance/Service Delivery

Transport for London

Helpdesk Officer

AMI BV (Publicis Dialog)

IT Systems Administrator

Areas of coverage

I&O Organizational Strategy


B.S., with honors, Information Systems & Computing, Birkbeck, University of London

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Top Issues That I Help Clients Address

1Demonstrating the business value of the IT service desk

2ITSM tool vendor selection and licensing models

3IT service desk modernization (IT service desks of the future)

4Virtual support agents & AI on the IT service desk

5IT service catalog TOOL selection