Founder-led · 10+ years in ITSM delivery

I built Clearmade becausesmall teams deserve better ITSM.

After more than a decade working across ServiceNow, Cherwell, Zendesk, Hornbill and Halo, I kept seeing the same thing: smaller organisations were being pushed into service management platforms built for enterprise complexity, not everyday usability.

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Built from real delivery experience

What kept showing up

The same pattern, over and over.

Smaller customers

Needed structure

but not heavyweight rollout, licensing and process overhead.

Support teams

Needed clarity

but got cluttered forms, admin burden and features they would never touch.

Employees

Needed help fast

but still ended up in email chains, spreadsheets and status chasing.

My background

From enterprise ITSM delivery to a better fit for smaller teams.

I have spent 10+ years in IT Service Management, helping organisations design, implement and improve service operations across platforms including ServiceNow, Cherwell, Zendesk, Hornbill and Halo.

These are capable platforms. In the right setting, they can do a lot. But time after time, I saw smaller customers paying for complexity they did not need, navigating service models they were not ready for, and struggling to get real adoption from teams who just wanted support to be simple.

That became the starting point for Clearmade: a lightweight ITSM platform for small businesses that keeps the good parts of service management, removes the drag, and lives directly in Microsoft Teams.

The problem with traditional ITSM for smaller organisations

Too much platform. Not enough fit.

Most small businesses do not fail at service management because they do not care. They fail because the tools are too heavy, the rollout is too complex, and the day-to-day user experience is not designed for the way small teams actually work.

Bloat

Feature overload

Enterprise tools are packed with capability, but smaller customers often need a clean incident and request flow, not layers of process design, admin effort and unused modules.

Adoption

Low usage

When employees see service desks as slow or awkward, they drift back to email, chat messages and spreadsheet trackers. That kills consistency before support ever gets control.

Cost

Too much overhead

Smaller organisations should not need a major programme, heavy consulting and enterprise-level cost just to run a proper service desk well.

What Clearmade is built on

A simpler model for modern IT support.

Clearmade is not a cut-down enterprise platform. It is a purpose-built service desk for smaller organisations that want proper structure, faster adoption and a much cleaner experience inside Teams.

Teams first

Support should live where people already work. That means fewer lost emails, less status chasing and much better user adoption.

Less overhead

Smaller customers need the value of ITSM without the admin burden, rollout weight and complexity that often comes with traditional platforms.

Real-world fit

Small business IT support needs to be practical. Clear ticketing, focused workflows, sensible automation and the right amount of process.

AI where it helps

AI should support triage, routing and better agent workflow, not add fluff. Clearmade uses it to reduce effort and keep support moving.

The point of all this

Clearmade exists because small businesses should not have to choose between chaos and enterprise bloat.

They should be able to run IT support properly, with a platform that feels clear, modern, affordable and genuinely usable from day one.

Ready to see it?

A service desk for smaller teams, built with real ITSM scars.

If you are trying to move away from spreadsheets, messy email support and heavyweight platforms that do not fit, Clearmade is built for exactly that gap.

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