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"I am a long-time advocate of the principles behind ITIL, but USMBOK is far superior (and actually more concise) in how it explains these principles and connects them for better outside-in thinking. USMBOK is a better ITIL than ITIL in many ways!

For anyone in IT or elsewhere who wants to build a culture of solid outside-in service management, I highly recommend Clayton's USMBOK book! If you follow his guidance, you WILL deliver results that help your customers! For that matter, you will actually understand that you DO have customers and you will actually understand their needs! BUY THIS BOOK!"

Glen O'Donnell, Senior Analyst, Forrester Research

“The USMBOK is an amazing achievement. Codifying what is in your head may sound like a good idea but try doing it; the size of the challenge for service management is immense. For Ian to have been able to take the time to do this is one achievement, but to make it coherent is another entirely!  Ian has codified and documented a coherent body of knowledge for service management that is practical, clear, and that provides a genuine ‘how to’ starting point for the general, and IT service management professional.  If I had a hat, I would take it off to him”. Brian Johnson, Vice President, CA Inc and ITIL Author & Pioneer.