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.

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

Understand how to apply ‘next generation’ key concepts and methods missing from traditional ITSM references to guarantee customer centricity, and transform any IT organization from one focused on managing infrastructure, to one performance managed to a combination of efficiency, successful customer outcomes, and levels of satisfaction.

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 Flow 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 the many proven human centered design methods,  including the ‘5S’ and ‘4S’ principles.

Intelligent Automation Strategy

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.

Service Experience Design

Unpack, inspect and improve the touchpoints, interactions and moments of truth within each customer experience using the methods favored by the world’s leading service businesses.

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.

Agile Continuous Improvement

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

Healthcheck Supporting Processes

Blend agile thinking with continuous improvement and address performance gaps and the customer experience, one improvement at a time.

Training Courses

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 an IT organization to a true service provider.  Topics span portal and catalog design, cart and request fulfillment, delivery and support models, and agile continuous improvement methods.

Outside-In Practitioner

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.

Agile Continuous Improvement

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.

SMO: Practitioner

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.

Certified Service Management Professional

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DevOps: Practitioner

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.

Partial Client List

From my perspective, Ian is one of the brightest minds in service management today.

He has an uncanny ability to read a room, determine what will move an issue/conversation forward and then start leading in a way that gets people moving. The most important part about this is that he does this in a way which is highly engaging and impactful.

He’s got a ton of hands-on, practical technology experience and is not afraid of “getting his hands dirty.”  He’s also a solid writer, as evidenced by his work on the USMBOK and related publications.  All of these aspects of Ian I’ve described are great and I’ve had direct experience with.

His ability to communicate and help people understand how technology can help customers realize the outcomes they truly care about (or need to care about) is a real gift. If I had a product or service where I was looking to cause a breakthrough in results, performance and or cause an alteration in customer perception, I would be looking to have him on my team. You won’t find someone more capable of delivering this.

If you have the opportunity to work or collaborate with Ian, don’t pass it up! You’ll get way more than you’d bargained for and be better off for it.

Ken Gonzalez

Research Director, Gartner

I worked with Ian while at Unisys on a number of key projects. He has deep industry experience and thought leadership in Service Management thinking – leveraging non IT concepts and methods in mainstream business within IT organizations to help them operate as a service provider.

Ian’s pragmatic and scenario based thinking was instrumental during client engagements and overall project success. His wealth of experience, professionalism and evangelistic approach is very instrumental for organizational success. I highly recommend Ian as a colleague and skilled service management professional.

Manash Bhattacharya

Consulting and Business Development Leader, Unisys

I have worked with Ian for over 10 years in a variety of contexts. I relied on Ian to deliver top quality ITSM education to our internal employees at IBM Global Technology Services while I was the ITSM strategy leader there. As a part of our curriculum to build ITSM consulting skills, Ian was the best instructor because he would bring the material alive using real world examples and real world problems to solve. I could always tell a when a person had been through an Ian class or class from another provider – they understood ITSM. The others had memorized definitions and text book answers.

Ian is a thoughtful, thought leader.  His focus has always been on solving business problems, adding value and meeting customer requirements. He has a wealth of knowledge and personality that contribute to his success. Ian is one of the best in the industry and I am thankful for all my interactions with him.

Bill Powell

ITSM & Governance, Booz Allen Hamilton

Ten Issues Service Management Solves

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