Gartner Expert

Rich Doheny

Director Analyst

Richard Doheny is a Director Analyst in Gartner Research, where he is part of the IT Service Experience team. His research efforts focus on IT service management platforms and processes, service desk support models, and how I&O leaders can adopt new practices to improve the digital employee experience.

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 IT Operations

I&O Operations 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