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.
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.
Sr. Research Content Specialist
Digital Workplace Infrastructure and Operations
Infrastructure, Operations and Cloud Management
B.S., Information Systems, Stony Brook University
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