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Bill Keyworth

Vice President of Research, IT Operational Excellence

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 is 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.


  • B.S from Brigham Young University’s Marriot School of Management
  • MBA from Babson College with emphasis in Information Systems
  • Frequent speaker, presenter and moderator at CIO/IT conferences as well as providing IT operational analysis for numerous vendor and user consulting engagements
This IDC study identifies product management best practices and recommends how government IT organizations can transfer and apply these capabilities to innovative digital transformation (DX) service delivery teams. The new ITPM role and ski...
Using IT Metrics and KPIs to Fast-Forward Digital Transformation

Mar 2018 - Tech Buyer Presentation - Doc # US43625617

by: Bill KeyworthSerge Findling

This IDC Tech Buyer Presentation examines the use of IT metrics and KPIs to fast-forward digital transformation. Driven by the acceleration of digital transformation within their enterprises, CIOs have engaged in a significant shift in thei...
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