Gartner Expert

Mark Cleary

Sr Director Analyst

Mark is a Senior Director working in Gartner's IT Service Management team with a primary focus on IT Service Management (ITSM), including strategy, AI, ITIL practices, ITSM tools, and IT service improvement. Mark also extensively researches and provides advice and guidance on the interaction between ITSM and DevOps, agile and Product Teams.

Mark has more than 30 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.

Mark 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.

Previous experience

Mark 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

I&O Organizational Strategy

I&O Operations Management

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Top Issues That I Help Clients Address

1Improve IT service delivery

2ITSM Strategy

3IT Operations Transformation

4Optimise Service Desks With Processes, Strategies and Best Practice

5ITSM Tool Vendor Selection and Licensing Models