Ian M. Clayton

Born in London, England, Ian has more than 40 years IT experience and is a recognized pioneer and thought leader in the service management industry.  He is author of the Universal Service Management Body of Knowledge (USMBOK™) series of publications, and as a consultant, educator and sought after speaker, Ian’s pragmatic approach simplifies and brings to life complicated service management topics.

Throughout his varied career Ian has held many important management positions, including IT Director, Chief of Operations, Project Lead for Data Center greenfield builds, worldwide product manager for an automated operations product, and continuity manager during terrorist attacks.

Ian has the unique blend of practical experience and best practice theory.  He has performed many senior management roles in operations management, service support, business relationship management, product management, and systems and service design across banking, healthcare and service focused industries. Ian  specializes in applying outside-in thinking thinking to establish and operate a customer centric service management strategy, focused on the service experience, successful outcomes, and levels of customer satisfaction.

Ian’s work enables professionals at any level to understand the original principles of service management, and how to apply these to establish and operate a customer centric service management strategy, focused on the service experience, successful outcomes, and levels of customer satisfaction.

Ian also helps organizations transform their work practices and culture, from one focused solely on the infrastructure, to one that is customer centric, one improvement at a time.

Ian holds a number of important industry qualifications including: Certified Service Management Professional™, and ITIL® V3 Expert, having helped introduce ITIL into the USA in 1995, delivering the first Service Manager and Expert classes.

Ian currently lives in Sarasota Florida with his wife Delynn.