Columns of sm101

sm101's picture

Born in London England, Ian is a motivational sought-after speaker and consultant, with more than 35 years as an IT professional. Friends, colleagues, and clients characterize Ian as one of the most insightful, innovative and sometimes ‘revolutionary’ minds in the service management industry.

Ian applies his IT service management and ITIL® knowledge, and practical experience to simplify, and bring complicated topics to life, delivering through provoking, entertaining presentations, workshops and training to a broad array of audiences.

Ian gained his Service Manager certification in 1997 with a mark of distinction. He helped introduce ITIL to the US; commissioning the first ITIL Service Manager class delivered by a US company, and was one of the original three cofounders of the itSMF USA user group. In 2005 he was the recipient of the itSMF USA Lifetime Achievement Award in recognition for his contribution to the organization and field of ITSM in the USA.

Ian’s career includes important periods with Ross Perot’s Electronic Data Systems (where he was worked alongside individuals who took part in a private US hostage rescue mission to Iran famously documented in ‘On Wings of Eagles’, designing data center operational practices from the ground up), and projects that included Australia Telecom, Caterpillar, and American Express. He is a regular presenter at major industry conference and round-table events, and a sought after facilitator of ‘how-to’ centered role-play and simulation workshops.

As the author of the Guide to Universal Service Management Body of Knowledge (USMBOK)™ and co-founder of the Service Management Society™ (a non-profit organization offering standards based, role-specific qualifications scheme for service management professionals), and mind behind the online best practice library, Ian continues to provide thought leading and innovative guidance to the industry.

He currently lives in San Diego California with his wife Delynn and together they have six children.