Richard Doheny is a Director Analyst in Gartner Research, where he is part of the IT Service Experience team. His research efforts focus on IT service management platforms and processes, service desk support models, and how I&O leaders can adopt new practices to improve the digital employee experience.
In his previous role at Gartner, Mr. Doheny supported the ITL Systems Security and Risk team, acting as a primary resource directing and advising on complex mobile and client-computing inquiries.
Gartner
Sr. Research Content Specialist
Digital Workplace Infrastructure and IT Operations
I&O Operations Management
B.S., Information Systems, Stony Brook University
1IT service desk processes, strategies and best practices
2IT service desk modernization (IT service desks of the future)
3ITSM tool vendor selection and licensing models
4Designing effective IT Satisfaction surveys