Katherine Lord



Katherine Lord is a Research Director in the IT Operations Management team of Gartner. Her research focuses on IT service management, organizational maturity, process improvement, IT service desk best practices, reporting and metrics, and business value dashboards. Ms. Lord helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align with the goals of the business. Follow her on Twitter @lordkatherine.

Recent articles

  • Service Level Management Basics: The Operational Level Agreement (OLA)