David Coyle is a research vice president in the IT Operations Management team of Gartner. His research focuses on IT service management (ITSM), including service catalog, social IT management, service desk, software as a service (SaaS), process improvement (including the ITIL framework) and service-level agreement (SLA) management. Mr. Coyle helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align to the goals of the business.