IT Service Support Management: The Gartner Perspective

IT Service Support Management: The Gartner Perspective


Available On Demand
Duration 60min
Jarod Greene
Sr Research Analyst
Jarod Greene
Jarod Greene focuses on IT service support management, specifically, IT service desk management, organization and technology. This includes social IT management, software as a service (SaaS), IT support process improvement (including the ITIL framework), and IT knowledge management and self-service approaches. Mr. Greene has been with Gartner for eight years. In his previous role, he supported the IT Operations Management team as a member of Gartner's Research Engagement Services organization as a senior research specialist, providing assistance and guidance on complex client inquiries.
Dr. Darren Williams
Vice President and General Manager of Service Management
Absolute Software
Dr. Darren Williams

Darren is responsible for the vision and strategic direction of Absolutes Service Management division and brings more than 15 years management experience to Absolute. Prior to the acquisition by Absolute Dr. Williams was founder and CEO of LiveTime Software which pioneered the web based delivery of service management. Prior to LiveTime, Dr. Williams was Founder and CEO of Active Concepts a leader in web analytics which was acquired by Quest Software in 2000 and is now part of Dell.

Dr. Williams holds a Ph.D. in Medicine from the University of Melbourne, authoring several scientific papers and software applications for auto-radiographic densitometry and analysis.

If you've implemented IT Service Management or ITSM within your organization, then you already understand the value in a process-based infrastructure that delivers consistent service to employees, customers, and your business.

But the service management space is evolving, expanding beyond the narrow scope of IT to focus on the entire business. Today technicians need to understand the potential impact to all areas of the business and be able to deliver an appropriate solution quickly and efficiently. Many new ITSM technologies have entered the market, delivered via the cloud, on-premise or virtually. So how should you prepare for your future service management needs?

Join Jarod Greene, Senior Research Analyst at Gartner on Wednesday, May 1st for his forward perspective. Jarod is the principal analyst behind the Gartner ITSSM (IT Service Support Management) Magic Quadrant and is one of the foremost experts in this field. During the session Jarod will share:

  • The history of ITSSM and his perspective on future trends
  • What to consider when researching ITSSM options
  • The importance of supporting ITSSM programs with IT security
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