Chris Matchett
Senior Director, Analyst @Gartner
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WORK HISTORY
Senior Director, Analyst @Gartner
London, GB
Chris Matchett is an IT industry research analyst working in Gartner\'s IT Operations Management team. His research focuses on IT service desk and IT service management (ITSM) tools, plus IT service management (ITSM) processes/practices, including incident management, problem management, change management, process improvement (such as ITIL and COBIT), SLA management and service catalog request tools. He specialises in modern channel for IT support such as virtual support agents and peer support.
EDUCATION
Birkbeck, University of London
BSc (Hons), Information Systems & Computing
ABOUT CHRIS MATCHETT
Chris Matchett is an IT industry research analyst working in Gartner\'s IT Operations Management team. His research focuses on IT service desk and IT service management (ITSM) tools, plus IT service management (ITSM) processes/practices, including incident management, problem management, change management, process improvement (such as ITIL and COBIT), SLA management and service catalog request tools. He specialises in modern channel for IT support such as virtual support agents and peer support.You can find him on Twitter as @ITSMChris.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.
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