Service Management, Integration & Customer Experience Specialist

With over 25 years in Service Management, Integration and Customer Experience, I specialise in delivering outcome based engagements that enhance customer experience, streamline operations, and drive meaningful and contextual outcomes.

I can perform an objective assessment of your service management capabilities and provide you with a baseline rating and associated improvement roadmap.
Book me to deliver professional internationally accredited training and facilitation for various APMG International, EXIN and Peoplecert certifications.
Schedule me for public speaking engagements, panel sessions and podcasts.
Allow me to deliver my unique CEX (Customer Experience Survey) to provide you with a baseline satisfaction score coupled with actionable insights to drive improvement where it matters most.
Book me to coach and advise you and your team in all things service and experience management through the use of my proprietary CLARKS Coaching Model™.
Contract me as a consultant to work with you, your team or project. I help organisations deliver smoother, more customer-centric services faster by combining proven expertise with practical, results-driven improvements.

Complete this form if you would like to work with me

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Or contact me at:

ZA +27 (0)11 5689755

UK +44 (0)1455 714002

E-Mail: ian@foxitsm.org

10,000+

Students attained international certifications

61 4 STAR+ Google Reviews

26 Global Cities I have worked/presented in

Hi, I'm Ian

Using my extensive experience in service management, integration and customer experience whilst leveraging internationally accepted industry best practices and standards, I will assist you, your team or organisation to optimise their Services and Products and achieve your specific outcomes.

I am a member of the BSI IST60/2 Service Management Committee, that contribute to the development and maintenance of the ISO/IEC 20000 service management standard, ensuring alignment with global best practices.

I act as a brand ambassador for several global organisations and their products and services that resonate with me and the value they add to the world.

I am a proud ambassador and community champion for Scopism and SIAM (Service Integration and Management).
I am an EXIN ambassador. EXIN are a world class global provider of professional certifications.
I am a Peoplecert Ambassador for ITIL. Peoplcert are one of the largest certification bodies in the world with a mission to develop global best practice frameworks & certifications that improve organisational efficiency and enhance the lives and careers of people.
I am also a DTMethod (Design Thinking) ambassador promoting their world class approach to Design Thinking.

Personal Highlights

Founder & Director of Fox IT Service Management, based in the UK and South Africa.
I am proud to have worked with some of the worlds biggest companies in the world, namely; JAS worldwide logistics, Sun Microsystems, British Telecom, First National Bank, Gijima, NTT, Old Mutual, AVIS (to name a few).
Consistently asked to appear on industry leading podcasts and panel sessions such as the APMG Level-Up series, Scopism Ask the Expert panel sessions.
Delivered a multitude of training, advisory and consulting engagements in over 26 cities around the world.
An internationally certified ITIL Master, SIAM™ Professional, CMI Change Management and AgilePM Practitioner.
Creator of the proprietary CLARKS Coaching Model™ which I use to guide many of the advisory and coaching engagements I am involved in.

Testimonials

An absolute star

Ian is an absolute star in how he presents the content, welcomes open discussion, and encourages you to think critically. I recommend Ian if you’re looking to venture into Service Management or just a fresh set of eyes on your current environment. Thank you Ian!

Manie Nel

ITSM Process Manager

Highly Recommend

We partnered with Ian Clark from Fox ITSM for ITIL training for our global IT staff, and the experience was excellent. Our trainer tailored a flexible, cost-effective solution, delivered engaging sessions across time zones, and provided outstanding support. Their responsiveness, attention to detail, and genuine care made a big difference.

Cynthia Sanchez

Head, IT Performance - JAS Worldwide

Valuable insights and practical strategies

Working with Ian Clark was an exceptional experience. Their training sessions were highly informative, engaging, and tailored to our needs. Ian provided valuable insights and practical strategies that have significantly improved our team’s performance and compliance with industry recognised frameworks and standards. I highly recommend his services to any organization looking to grow and succeed.

CIO - Mining company.

Commitment to student success

What truly sets Ian apart is his commitment to student success. He will go above and the support and resources provided were and are always top-notch.

I highly recommend Ian to anyone looking to advance their skills and career. Whether you’re a beginner or an experienced professional, their courses offer valuable insights and practical skills that can make a significant difference. You won’t be disappointed.

Bayshadhan Moodley

L&D Specialist - Altron Digital Business (ADB)

The outcomes of the workshops were extremely positive

We had the privilege of working with Ian Clark on the development and facilitation of Leadership Workshops for one of our biggest clients. Ian was pivotal in shaping a highly engaging and impactful experience, ensuring that the approach, tools, and methodologies aligned seamlessly with our clients objectives. The outcomes of the workshops were extremely positive, with participants not only benefiting from the session itself but also gaining practical tools to take back to their teams for ongoing implementation and problem-solving.

Yolande

Integrator - Healthy Living Consulting

Soooo easy to grasp the concepts

Ian’s style of teaching makes it soooo easy to grasp the concepts and terminology. I am definitely looking forward to continue my journey in service management training. I Passed my ITIL foundation exam very well. Thank you Ian for your dedication and passion in training.

Sinenhlanhla Ndelu

Absolutely Amazing!

I have had the privilege of being in Ian’s class, he has a very unique style of teaching which actually sticks and is very practical and easy to understand. Absolutely amazing.

Lesedi More

Incident Manager, IT Outsourcing Company

I would highly recommend ITIL4 with Ian

I would highly recommend ITIL4 with Ian, I recently completed the course and was impressed with the comprehensive coverage, engaging instruction and practical application. The course is well-structured easy to follow, and provides valuable practices for application. The instructor (Ian) is very knowledgeable, enthusiastic and responsive to any questions. I enjoyed the practical examples, and not reading a PowerPoint slideshow. Thank you so much, Ian. Keep up the great work!!

Yogan Hannamon

Operations Manager, IT Outsourcing Organisation

Exceptional Service!

As a senior IT service management practitioner, I have worked with Ian Clark and FOX ITSM for many years. Ian’s exceptional service includes comprehensive training, thorough maturity assessments, and insightful consultations. He consistently delivers high-quality, and timely advice on ITSM developments. Ian is very approachable and available to us and our customers. I highly recommend Ian for his professionalism and expertise.

Alta van der Linde

IT Service Management Professional, IT Outsourcing and Digital Business Industry

Ian and Fox ITSM are just brilliant!

I attended the APMG Change Management Foundation & Practitioner certifications delivered by Ian Clark at Fox ITSM, and the practical and immediately applicable tools really improved my change and project management skills right out of the gate. I recommend doing the APMG Change Management Certified Practitioner course with Ian. Ian’s experience in change management, and the practical tips he offers really brings the certification to life, preparing you to enter the world of change management and make a lasting impact.

Oliver Nathan

Senior Associate, Africa People Advisory Group

What Does a Service Management Specialist do?

A service management specialist designs, improves, and manages how customers interact with a service across all touchpoints.

They focus on understanding customer needs, mapping journeys, and improving service quality while ensuring operations run efficiently.

The role bridges customer experience and service delivery by aligning people, processes, and technology.

Responsibilities include monitoring service performance, analysing customer feedback, setting service standards, and driving continuous improvement.

Their goal is to deliver consistent, efficient, and customer-centred services that meet business objectives and enhance overall customer satisfaction

Advantages of using a specialist

Using a specialist offers several key advantages:

Improved customer satisfaction through well-designed, consistent, and user-centered service experiences
Greater efficiency and cost savings by streamlining processes and reducing waste or rework
Clear visibility of service performance using meaningful metrics and customer insights
Stronger alignment between teams by connecting customer needs with operations, technology, and strategy
Reduced service failures and faster recovery through proactive design and management
Continuous improvement and innovation driven by data, feedback, and best practices

Overall, they help organizations deliver services that are both customer-friendly and operationally sustainable.

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