About

This site is dedicated to sharing opinions and encouraging discussions on the application of Outside-In thinking to service management initiatives.

The site does promote the services of Ian Clayton and specifically his Outside-In Service Management™ (OI-SM) program of consulting and education, delivered remotely, through public classes, and onsite.

Generally, the articles posted here are by Ian Clayton and discuss Outside-In thinking in concepts and methods in the context of a service management, and a fictitious company, Millennium Fangel Incorporated (MFI).  The names of the actors in these articles are also fictitious and any resemblance to persons living or dead purely accidental.

The articles are not meant to provide specific guidance or advice and should be generally regarded as a commentary, containing opinions.

Lastly, you are offered limited rights to reprint and share articles and excerpts  posted at this site with the simple understanding it is conditional on including a citation, quoting the source as ‘Service Management 101′.