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Mark Cleary
Sr Director Analyst
Gartner
Speaker Topics
- Generative AI, Agentic AI and AI
- IT Service Management (ITSM)
- Leadership, Organizational and Cultural Change
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.
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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
Monday, 17 November, 2025 11:00 AM - 11:20 AM GMT
Magic Quadrant for AI Applications in IT Service Management
Mark Cleary,
Sr Director Analyst, Gartner
AI applications in IT service management are tools that use AI to augment and extend ITSM workflows, offering intelligent advice and actions for I&O leaders and their IT support teams. This session will provide valuable market insights and guidance on critical capabilities that can be leveraged to optimize service desk practices.
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Monday, 17 November, 2025 01:30 PM - 02:00 PM GMT
AI Use Cases for IT Support That Will Transform Your IT Service Desk
Mark Cleary,
Sr Director Analyst, Gartner
Identify the AI use cases relevant to IT support in infrastructure and operations and reveal which of these will transform tomorrow. I&O leaders can use this information to identify the best AI for ITSM use cases for their IT service desk organizations, based on use case feasibility and business value.
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Tuesday, 18 November, 2025 03:45 PM - 04:15 PM GMT
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.
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