Experience the difference. Meet your peers, talk with experts, build your network and turn insights into action.
Mark Cleary
Sr Director Analyst
Gartner
Speaker Topics
- Platform and Infrastructure Platform Engineering
- IT Service Management (ITSM)
- Cloud Computing
- Skills, Training and Workforce Development
- DevOps, Agile and Product
- Security and Compliance
- Leadership, Organizational and Cultural Change
- IT Infrastructure Management
- I&O Automation
- I&O Metrics and Business Value
- Generative AI and AI
- IT Operations Management
- I&O Maturity, Strategy and Process Improvement
Speaker Bio
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.
Show More
Show Less
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.
Sessions
Tuesday, 13 May, 2025 02:00 PM - 02:30 PM AEST
I&O Skills: What's Needed Now, What's Needed in the Future
Mark Cleary,
Sr Director Analyst, Gartner
Today's teams frequently lack the skills required to proactively meet business needs. The rapid pace of ongoing transformations renders existing skills inadequate for many organizations. I&O leaders must prioritize development plans to cultivate the most essential skills within their teams. This session provides guidance on effective upskilling methods that benefit both employees and organizations.
...
Show More
Show Less
Wednesday, 14 May, 2025 12:00 PM - 12:30 PM AEST
How to Deploy AI at Your Service Desk
Mark Cleary,
Sr Director Analyst, Gartner
AI applications in ITSM can deliver significant benefits for the Service Desk, but they also bring implicit dependencies, costs and staff impacts with them. This session will outline the issues and prioritize the necessary actions needed to overcome potential barriers and ensure success
...
Show More
Show Less
Wednesday, 14 May, 2025 02:00 PM - 02:45 PM AEST
Ask the Expert: Implementing AI Solutions at Your Service Desk
Mark Cleary,
Sr Director Analyst, Gartner
AI applications in IT service management (ITSM) offer substantial advantages for the service desk, yet they also introduce inherent dependencies, costs and impacts on staff. In this session you will be able to ask questions on any challenges and key actions required to address potential obstacles and achieve successful implementation.
...
Show More
Show Less
Wednesday, 14 May, 2025 04:30 PM - 05:15 PM AEST
Gartner Closing Keynote: Your AI-Augmented Future
Mark Cleary,
Sr Director Analyst, Gartner
Hear Gartner's unique "big picture" insights that will shape how you think about your most critical priorities, as well as spark strategic discussions with your peers and colleagues throughout the year.
...
Show More
Show Less