About Us
A History of Innovation, Industry Leadership and Customer Service
Since 1992, Ian Clayton and the organizations he has founded and led, have been at the forefront of the service management industry, continuously seeking new ways and pragmatic methods for designing and sustaining service management systems and organizations. Service Management 101 is his latest venture, designed to bring affordable help to every professional.
As a pioneer of service-driven automation software solutions, founder of the original IT Service Management Institute, cofounder of the itSMF USA, and recipient of the Lifetime Achievement Award in 2005, Ian has been a long standing advocate of the service managment professional.
With Service Management 101 (SM101) Ian continues this commitment and extends it to the service organization. SM101 is dedicated to:
- developing pioneering, leading edge lean thinking research, methods and techniques
- helping service organizations achieve world class performance through the application of lean thinking principles and techniques
- disseminating lean thinking knowledge through a broad range of education programs
Service Management 101 (SM101) services provide affordable information, best practice guidance, education and consultative help and support to organizations pursuing service excellence. The products and services offered through SM101 include publications, simulations, courseware, specialized support, and subscription-based access to vital 'how-to' information through Internet services.