Gartner Expert

Ian Head

Research Director

Ian Head is a Research Director and part of the IT Operations and Management team. His primary focus is service management and service improvement, especially using DevOps, ITIL, ITScore for Infrastructure and Operations, IT4IT and Site Reliability Engineering (SRE).

Mr. Head also researches and advises extensively on capacity and performance management, where his hands-on experience is highly valued.

Roles and responsibility

End user: IT senior management executives (management decision makers; e.g., CIO, CTO, VP operations, service improvement program directors, data center directors)

End user: Service architects, service improvement program managers, cloud services managers, cloud orchestration specialists

End user: IT operations managers and architects

End user: IT operations system administrators

Vendor: Executives (including CEO, CTO and BU managers)

Vendor: VPs, directors and managers of software products

Vendor: Product/Solution architects

Vendor: Product marketing and product strategy leaders

Previous experience

Mr. Head has more than 25 years of experience working in the IT industry in leadership and technical positions for end-user organizations and service providers. Prior to his current role, he led the Infrastructure and Operations practice and Security Center of Excellence for Gartner Consulting, EMEA. Having built the business to an $11 million turnover, Mr. Head moved to Gartner Research to concentrate on helping other organizations build and provide sound IT services to their customers.

Mr. Head has helped numerous organizations understand, assess and improve their IT services and tools and improve their customer reputation in fields as diverse as financial services, telecommunications and the public sector.

Professional background


I&O Practice Lead

Cable & Wireless Communications

Security Practice Lead

Areas of coverage

Infrastructure and Operations Leaders

Delivering the Digital Banking Experience (retired)

Infrastructure, Operations and Cloud Management

Agile and DevOps (retired)


M.B.A., The University of Wolverhampton

B.Sc., with honors, Electronic and Electrical Engineering, University of Surrey

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Top Issues That I Help Clients Address

1DevOps practices and tools in IT infrastructure and operations

2Service improvement using ITIL, ITScore, IT4IT, DevOps and web-scale IT

3Problem management, service-level management, IT infrastructure change management

4Agile and anti-fragile IT operations and Site Reliability Engineering (SRE)

5ITScore for I&O - maturity, planning and delivering real service improvements