Learn from a Leading Expert

More than 35 years Experience

Ian Clayton is reknowned worldwide as an expert in Service Management, with more than 35 years industry experience, training and coaching leadership and practitioners in how to establish an effective and efficient  service management function within a multi-suppler, cloud computing biased IT organization.

Industry Thought Leader & Pioneer

Ian is a member of the business process group’s worldwide advisory board on outside-in (customer centric) thinking representing the IT community at large, a recipient of the Lifetime Achievement Award, and cofounder of the itSMF USA membership organization.

Partial Client List

Author of International Best Practices

Ian is author of the definitive reference for service management professionals – ‘The Guide to Universal Service Management Body of Knowledge (USMBOK™)’, inducted into the International Best Practice Library alongside ITIL® and the PMBOK® this book is used to accredit and certify service management professionals worldwide.

Ian’s other books include:

  • A Practitioner’s Guide to Service Incident Management
  • A Practitioner’s Guide to Service Problem Management
  • A Practitioner’s Guide to Service Configuration Management
  • A Practitioner’s Guide to Service Change Management
  • The Service Management Manifesto™

Versatile Workshop Program

Next Generation Service Management

How to apply modern concepts and methods missing from traditional ITSM references to meet the needs of a contemporary enterprise and customer experience expectations of the digital consumer.

Service Management Office Operations

How to adopt a ‘service management functional backbone’ and organizational setup. with roles, governance, and information flows designed to operate as a true service provider, spanning leadership, an advisory board, service management office, service owners and managers, and process owners and managers.

Portal, Catalog and Request Pathway Design

Key concepts and methods used by leading service businesses to design a friction-free service portal, catalog, cart, and request fulfillment solution.   This workshop leverages proven human centered design methods,  including the ‘5S’ and ‘4S’ principles.

Intelligent Automation Strategy

The design and application of an Intelligent Automation strategy to combine human touch and the eight common types of automation within the response pathway of any service request.  The types of automation include artificial intelligence, machine learning, natural language processing & generation, automated operations, cognitive computing, cyber & product intelligence, and smart workflow.

Service Experience Design

Unpack, inspect and improve the touchpoints, interactions, emotional moments of truth, and the service experience within one or more service requests using proven methods used by the world’s leading service businesses and service providers.

Service Support Design

Apply next generation thinking to inspect and improve the practices, organization and performance of a service support function using the operating models and best practices favored by the most successful service businesses.

Agile Continuous Improvement

Blend agile thinking with continuous improvement to address performance gaps in your operations, the customer experience you provide, and prioritize, apply, and realize benefits, one improvement at a time.

Healthcheck Supporting Processes

Health check and assess the operational capability and performance of processes supporting the delivery and support of the customer community and the services they use.  Identify likely performance gaps and recommend corrective actions.

Service Strategy and Roadmap Planning

Review, reimagine, and redefine the service provision and organizational strategy, accompanying roadmaps, timelines, and activity project plans for adoption or transformation.

Training Courses

Universal Service Management Foundations

Explore the full scope of service management from its origins in product marketing, and the more successful strategies employed by today’s leading service businesses.  Understand how to apply key concepts and methods missing from traditional ITSM references to transform any organization to a true service provider.  Topics span portal and catalog design, cart and request fulfillment, customer support models, and agile continuous improvement methods.

Outside-In Thinking: Practitioner

Practitioner education on how to apply outside-in (customer centric) thinking to an existing or planned service management system and organizational model, to operate as a true service provider, and manage performance based upon a combination of the customer experience, customer satisfaction levels, and achievement of successful customer outcomes.

Agile Continuous Improvement

Vital ‘how to’ education on the nexus of agile thinking and continuous improvement, drawing heavily on proven practices used with the product management and product marketing profession, including how to incorporate these methods into a service strategy, service management system, and service provider organization model.

Service Management Office: Practitioner

Practitioner training on the establishment and day-to-day operation of a service management office (SMO), as a key element in a service management functional backbone spanning leadership, advisory board, service owner/manager, and process owner/manager roles and responsibilities.

Certified Service Management Professional

Practical instruction on how to establish an effective approach to the design, development, implementation and ongoing operation of a customer centric and value focused service management system and supporting service provider organization.  This training is  approved and accredited as ideal preparation for those wishing to attempt the Certified Service Management Professional (CSMP) examination.

DevOps: Practitioner

Practitioner level training on how to integrate DevOps thinking, methods and continuous delivery principles into a service management system, service lifecycle, and service provider organization operating model.

Remote or Onsite.  Ask How Ian Can Help.