Gartner Expert

Keith Andes

Principal Analyst

Keith Andes is a Research Analyst within Gartner's IT Service Experience team. Keith covers the ITSM tools market, helping customers with ITSM tool selection decisions and evaluating Virtual Support Agents. Additionally, Keith covers pricing and contracting for ITSM tools with a demand-driven focus on ServiceNow contracts.

Previous experience

In his prior role, Mr. Andes facilitated advisory requests for IT Leaders within Research Strategy & Operations. He developed relationships with analysts and clients, acting as a primary resource for fulfillment of complex inquiries spanning across various IT topics. Prior to Gartner, he held service/operations/management positions in various industries.

Professional background


Sr Specialist (Research)

Merrill Lynch

Officer; Sr Resource Support Specialist

Areas of coverage

Infrastructure and Operations Leaders

Infrastructure, Operations and Cloud Management


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?