Gartner Expert

Rich Doheny

Director Analyst

Richard Doheny is a Sr. Principal Analyst in Gartner Research, where he is part of the IT Service Experience team. His research efforts focus on IT service management tools and processes, service desk best practices, IT satisfaction surveys and client management tools.

Previous experience

In his previous role at Gartner, Mr. Doheny supported the ITL Systems Security and Risk team, acting as a primary resource directing and advising on complex mobile and client-computing inquiries.

Professional background


Sr. Research Content Specialist

Areas of coverage

Digital Workplace Infrastructure and Operations

Infrastructure, Operations and Cloud Management


B.S., Information Systems, Stony Brook University

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Top Issues That I Help Clients Address

1IT service desk processes, strategies and best practices

2IT service desk modernization (IT service desks of the future)

3ITSM tool vendor selection and licensing models

4Designing effective IT Satisfaction surveys