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.
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.
Officer; Sr Resource Support Specialist
B.B.A., Business Management, University of North Florida
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?