Bill Keyworth is Vice President of Research with a focus on IT Operational Excellence and IT’s new business-oriented performance metrics required for effective use of 3rd Platform. Digital transformation is quickly moving IT organizations away from traditional IT Service Management (ITSM) previously critical in tracking efficiency of IT infrastructure, applications and assets. In response, Bill creates research focus on the accelerating demand by IT’s business customers for IT to effectively broker, integrate and manage IT technical services, business services, customer-facing services and ecosystem-facing services so essential to successful digital transformation.
Leveraging over 35 years of successfully defining technology and market trends for managing IT services, Bill has established a reputation as one of the more credible and consistent voices in maximizing IT’s business value contribution. Leveraging telecom, network management and service management experience gained at multiple corporations, Bill’s uniquely positioned to identify and enhance IT’s “new” role in creating digital transformation. As vice president and research director at Gartner Group, Bill initiated the successful Network and Systems Management (NSM) service and helped to create a US focus on ITIL processes years before their industry adoption.