Partial Client List

Your Expert Guide – Ian M. Clayton

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 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.

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™

Universal Service Management Methods

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

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Customer Centric, Scenario Driven Approach

Customizable series of practical workshops to approach the application of service management thinking from the perspective of the customers you serve, from the outside-in.  Workshops use your your own situations – ‘scenarios’ to ensure relevance and reality.

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Service Experience Design

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

Service Support Design

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

Service Management Office Setup

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

Continuous Improvement Programs

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

1-2-1

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

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Customer Centric, Scenario Driven Approach

Customizable series of practical workshops to approach the application of service management thinking from the perspective of the customers you serve, from the outside-in.  Workshops use your your own situations – ‘scenarios’ to ensure relevance and reality.

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Service Experience Design

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

Service Support Design

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

Service Management Office Setup

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

Continuous Improvement Programs

Ian Clayton is reknowned worldwide as an expert in Service Management. He has more than 35 years IT 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.

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Ten Issues Service Management Solves

Ian leverages his rich and diverse background in IT service delivery and blends it with an renewed focus on the customer experience in a way that challenges traditional service delivery models.  Ian’s principles and guidance can help any service organization to develop a strategy to deliver exceptional customer experiences in a practical and manageable way.

Scott D. Dresen

Vice President, Enterprise Technology Services, Spectrum Health

The USMBOK is an amazing achievement. Codifying what is in your head may sound like a good idea but try doing it; the size of the challenge for service management is immense. For Ian to have been able to take the time to do this is one achievement, but to make it coherent is another entirely!   Ian has codified and documented a coherent body of knowledge for service management that is practical, clear, and that provides a genuine ‘how to’ starting point for the general, and IT service management professional. If I had a hat, I would take it off to him

Brian Johnson

Vice President, ITIL Author & ITIL Pioneer, CA Inc

I was Worldwide Professional Services Practice Manager for Peregrine Systems, ran CA’s Professional Services organization in the thirteen western states, and was product manager of CA’s Service Catalog before joining with Russ at Minerva Enterprises.   I have been on multiple speaking tours with ITIL v.3 Author George Spalding from Pink Elephant; peer and friend with Brian Johnson, ITIL v.2 author; peer and friend with Rob Stroud, ITIL v.3 mentor and ITSMF-USA board member.  I was Peregrine’s advisor to IBM, Bearing Point (KPMG), EDS, and others for development of their Asset and Service Management practice. 

Ian Clayton brings a level of pragmatic examples and experience to IT process training I’ve never experienced from anyone else. The only trainer who I’ve ever experienced that’s even close to Ian is Mahan Khalsa – the author of Helping Clients Succeed  – and, Mahan’s specialty is Consultative Sales.

Cary King

Managing Partner, Minerva Enterprises

Just wanted to drop you a line and say thank you.  You are an amazing person that really shows great passion for your work.  You also blow me away with your knowledge and experience.  Truly amazing… The CSMP class was a great learning experience for me since I have so little opportunity to actually discuss my knowledge on the matter in the work place.

Kreg Kowarsch

IT Director, Department of Homeland Securities, USCIS OCIO

Versatile Workshop Program

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Your Situations Ensure Realism

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Tabletop Guidance

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