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Gartner Expert
Siddharth Shankar Shetty
Sr Director Analyst
Siddharth Shetty is a Research Director 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, network operations center, incident management, problem management, change management, availability management, process improvement (such as ITIL and LEAN), and SLA management. He also specializes in the development of service management offices and implementing ISO 20000.
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
Capgemini
Senior Consultant - Service Desk
World Network Services
Senior Executive - Information Management
Areas of coverage
I&O Organizational Strategy
I&O Operations Management
Risk Management Program
Education
B. Sc. (Chemistry)
Post Graduate Diploma in Business Management (Computer Management)
Top Issues That I Help Clients Address
1Developing service management office capabilities and value proposition
2Building a service catalog and a service life cycle
3Best practices in change management, availability management, problem management, incident management, configuration management, service-level management
4Best practices in the service desk
5Selecting ITSM tools based on business requirements