Ian M. Clayton will be writing articles on service management in general, the application of Lean Thinking to service management (Lean Service Management), and both the Service Management and ITIL Qualification Schemes.

Ian is Founder and Director of the Service Management Society™ (SM-S), a non-profit organization providing role-based credential accreditation programs for the US service management professional. With over 34 years experience in IT at all levels of management, Ian is one of the world’s leading authorities on IT Service Management (ITSM) and a credentialed ITIL® Expert. Ian heads the Center for Service Management Research activities within the Society.

As cofounder of the itSMF USA user group organization, past Board member, and innovator of the individual membership and local interest group programs, he has consistently represented the needs of the individual service management professional. In 2005 Ian was the recipient of the itSMF USA Lifetime Achievement Award in recognition of his contribution to the organization and field of ITSM in the USA. Ian is an accredited ITIL instructor at all levels, having gained his own ITIL Service Manager certification in 1997 with a distinction, and routinely applies Lean Thinking to Service Management initiatives.

Ian is a prolific author of service management related articles and publications and author of the “Guide to the Universal Service Management Body of Knowledge’ (USMBOK™)”. Ian is married, lives in San Diego with his wife Delynn, and together they have an extended family of six children with ages ranging from 12 to 33.

Ian can be contacted at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or (858) 350-1117