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Gartner Expert
Chris Matchett
Sr Director Analyst
Chris Matchett is an IT industry research analyst working in Gartner's IT Operations Management team. Mr. Matchett's research focuses on IT service desk and AI in ITSM, ITSM platforms, plus ITSM processes/practices. He specializes in modern channels for IT support such as AI applications for ITSM, virtual support agents and collaborative support hubs.
Previous experience
Mr. Matchett joined Gartner after an extensive career at Transport for London, where he also managed the first IT service management apprentices in the U.K. He has held several roles in IT support since the age of 15, starting with the basics of talking end users through DOS commands over the phone, to banking and Microsoft Partner support for an outsourced service provider, running IT systems for dot-com companies in the Netherlands and service management in the public sector.
Professional background
AMI BV (Publicis Dialog), IT Systems Administrator, 1 years
Transport for London, Helpdesk Officer, 3 years
Transport for London, Senior Service Transition Analyst/Service Planning & Acceptance/Service Delivery, 7 years
Areas of coverage
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Evolve Service Management and Cloud Operations
Education
B.S., with honors, Information Systems & Computing, Birkbeck, University of London
Top Issues That I Help Clients Address
Demonstrating the business value of the IT service desk
ITSM platform vendor selection and licensing models
IT service desk modernization (IT service desks of the future)
Virtual support agents & AI on the IT service desk
AI for ITSM