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Gartner Expert
Siddharth Shankar Shetty
Sr Director Analyst
Siddharth Shetty is a Sr. Director, Analyst 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, incident management, problem management, IT change management, request management, service catalog management, service level management, frameworks such as ITIL and standards such as ISO 20000. He also specializes in the development of service management offices, enterprise service management (ESM), using AI for ITSM and IT service desk and IT Score maturity assessments.
Roles and responsibility
CIO
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
Amdocs, Director - Service Management Office, 10 years
Capgemini, Senior Consultant - Service Desk, 4 years
World Network Services, Senior Executive - Information Management, 3 years
Areas of coverage
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I&O Operations Management
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Evolve Service Management and Cloud Operations
Education
B. Sc. (Chemistry)
Post Graduate Diploma in Business Management (Computer Management)
Top Issues That I Help Clients Address
Enterprise service management (ESM), AI in ITSM and IT service desk, IT end-user satisfaction surveys
Building a service catalog and a service life cycle
Best practices in change management, problem management, incident management, service-level management, IT self-service
IT Score for I&O, ITSM metrics
Selecting ITSM platforms based on business requirements