Gartner Expert

Keith Andes

Manager, Team Manager - R&A

Keith Andes is a Team Manager for the Analyst Lab, where he supports a team of analysts in developing expertise in research content, executive engagement, presentations, and so on.

Previous experience

In his prior role, Keith was a Research Analyst within Gartner's IT Service Experience team. Keith covered the ITSM tools market with a focus on SaaS contracting. He helped customers with ITSM tool selection decisions, evaluating Virtual Support Agents, and improving negotiation results with ServiceNow.

Prior to Gartner, he held service/operations/management positions in various industries.

Professional background


Principal Analyst

Merrill Lynch

Officer; Sr Resource Support Specialist


Lead Coordinator


B.B.A., Business Management, University of North Florida

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Top Issues That I Help Clients Address

1ITSM tool market: ITSM vendor selection, ITSM licensing models, ITSM vendor relationships & negotiation

2Virtual Support Agent solutions - how are these solutions evolving and should I invest in them? What's available on the market?