Chris Gallacher is a principal consultant in Forrester’s Business Technology Strategy consulting practice. He focuses on helping organizations develop their service management strategy as well as applying CX principles to IT service delivery. Chris also advises clients around best-practice use of cloud computing, next-generation IT platforms, and automation. He has over 15 years of industry experience, including five years working in consulting roles. Prior to joining Forrester, Chris was a principal consultant in the IT practice of PA Consulting Group, helping clients implement IT service management programs. Chris also spent 10 years at BP in multiple roles within its Global Infrastructure and Operations group. Chris received his Master’s in business information technology from Middlesex University in London; he’s also a certified ITIL Expert, CISSP, and TBM Executive.