Gartner Expert

Mark Cleary

Sr Director Analyst

Mark Cleary is a Senior Director working in Gartner's IT Service Management team. His primary focus is on IT Service Management (ITSM), ITIL, ITSSM tools, and IT service improvement (especially using ITScore for Infrastructure and Operations). Mr. Cleary also extensively researches and provides advice and guidance on the full range of ITSM processes and IT functions such as the Service Desk.

Mr. Cleary has more than 25 years' experience working in the IT industry providing leadership and ITSM consultancy to FTSE 100 companies. His working life started with Barclays Bank where his final role was Director of IT for Barclays Bank Africa.

Mr. Cleary has assisted many organizations in assessing and improving their IT services and tools and deliver enhanced customer service in fields as diverse as financial services, retail, pharmaceutical and the public sector.

Roles and responsibility

I&O Leadership

IT Service Desk Management

IT Service Delivery Leaders and Managers

Previous experience

Mr. Cleary provided CxO-level consultancy to FTSE 100 companies, helping them to improve the quality of IT Services and advising on ITSM best practice

Professional background

Barclays Bank

IT Director


Managing Consultant

Areas of coverage

Infrastructure and Operations Leaders

Infrastructure, Operations and Cloud Management

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Top Issues That I Help Clients Address

1IT Service Improvement Using ITSM, ITIL, and ITScore I&O Maturity Assessment

2ITSM Tool Vendor Selection and Licensing Models

3IT Operations Transformation

4Delivering Effective Service Desks With Processes, Strategies and Best Practice

5ITScore for I&O - Maturity, Planning and Delivering Real Service Improvements