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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 discusses building new KPIs for assessing digital transformation initiatives."KPIs, by themselves, do not create value," stated Bill Keyworth, VP of Research at IDC. "Rather, they point to management actions and decisions. KP...
This IDC Tech Buyer Presentation focuses on developing a service-based IT budgeting and forecasting model, with a focus on planning services, not cost centers. The digital transformation of many industries and businesses is creating signifi...
More results
New IT Metrics for Digital Transformation (DX)

Feb 16, 2017 - Framingham, MA United States