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Glenn O’Donnell, Senior Analysts, Forrester Research
For anyone in IT or elsewhere who wants to build a culture of solid outside-in, customer centric 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!
Brian Johnson, ITIL® Author and Contributor
This 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 is immense. For Ian to have been able to take the time to do this is one achievement, to make it coherent is another. He has codified and documented a BoK for service management that is clear, practical and that provides a genuine 'how to' starting point for both the service management professionals. If I had a hat, I would take it off to him. Learn more
Michael A. Orzen, President, Mike Orzen & Associates, Co-Author Lean IT (Shingo Prize Winner)
The USMBOK is a tremendous body of knowledge that captures the essence of service management, its true customer centricity, and provides vital specifications for both a service system and organization. Its a must have companion to Lean IT
Mark Storace, Founder and CEO of IT Service Management Professional Association & Customer Capabilities, Intel Corporation
The IT Service Management Professional Association (ITSMPa) endorses the Guide to USMBOK as the definitive service management reference for its members. The USMBOK is more comprehensive, more current and universally applicable, and just plain easier to understand and use than any other IT Service Management reference. ITSMPa strongly recommends the USMBOK to its members as the definitive source for knowledge on how to design a sustainable service management system and service provider organization
Kenneth Gonzalez, Managing Partner, Engaged Consulting Inc,
In my opinion, this is the definitive text on the elements of a service management system written in plain English. It's design and construction allow it to effectively serve as a "Rosetta Stone" and interpret the guidance and recommended practices contained within many other publicly available frameworks. No one framework has all of what one needs to consider to be successful with a service management initiative
Rob England, Two Hills Ltd, the 'IT Skeptic'
ITIL is incomplete: there are many other areas you need to consider. c.f. COBIT although that too is incomplete. USMBOK is about as complete as anything ever will be. The USMBOK is powerful in that it is well organized, consistent, pretty much complete and comprehensive, and not IT specific. It is not explicitly mapped to ITIL which undermines the value gained from ITIL being a common language. Not that that will matter to those heartily sick of ITIL :) And of course it is not a community-agreed BOK - it is one very smart man's BOK
Ron Lester, Office of the Chief Information Office, USDA
The USMBOK should be on every desk. It is well organized and easy to follow. It is not specifically about IT service management, but covers the area of service management in general. Recommend anyone at any level entering the service management journey get this BOK. We have used it with almost all of our service management tasks. Although we embarked upon ITIL some years ago, the USMBOK has shed a different light on our vision, goals, and approach

Glenn O’Donnell, Senior Analysts, Forrester Research

Brian Johnson, ITIL® Author and Contributor

Michael A. Orzen, President, Mike Orzen & Associates, Co-Author Lean IT (Shingo Prize Winner)

Mark Storace, Founder and CEO of IT Service Management Professional Association & Customer Capabilities, Intel Corporation

Kenneth Gonzalez, Managing Partner, Engaged Consulting Inc,

Rob England, Two Hills Ltd, the 'IT Skeptic'

Ron Lester, Office of the Chief Information Office, USDA

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