Gartner Expert

Siddharth Shankar Shetty

Sr Director Analyst

Siddharth Shetty is a Research Director working in Gartner's IT Service Management team. Mr. Shetty's research focuses on IT service support management, IT service management (ITSM), ITSM assessment, service desk, network operations center, incident management, problem management, change management, availability management, process improvement (such as ITIL and LEAN), and SLA management. He also specializes in the development of service management offices and implementing ISO 20000.

Roles and responsibility


IT Management

OCIO Director/VP

SMO Director/VP

IT Operations Director/VP

Service Desk Manager/Director

Previous experience

As the leader for the service management office, Mr. Shetty managed a team of service management experts across the globe. Before this role, he led the Amdocs Service Desk, Network Operations Center (NOC), and IT operations teams like network, telephony, PC support and IT asset management teams across Amdocs India and APAC at different times during his tenure at Amdocs. In Amdocs, Mr. Shetty led team sizes of 100+ IT employees in these previous roles, managed multimillion dollar capex and opex budgets, maintenance contracts and global vendors.

Professional background


Director - Service Management Office


Senior Consultant - Service Desk

World Network Services

Senior Executive - Information Management

Areas of coverage

I&O Organizational Strategy

I&O Operations Management

Risk Management Program


B. Sc. (Chemistry)

Post Graduate Diploma in Business Management (Computer Management)

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Top Issues That I Help Clients Address

1Developing service management office capabilities and value proposition

2Building a service catalog and a service life cycle

3Best practices in change management, availability management, problem management, incident management, configuration management, service-level management

4Best practices in the service desk

5Selecting ITSM tools based on business requirements