About Bright Horse

Why Bright Horse?

To be productive in today’s digital workplace, where 50% of the workforce now come from the millennial (or younger) generation, employees in all organisations need to feel engaged with the business and be given the right tools and systems to enable them.

Many employees are dissatisfied (read angry) with irrelevant service levels and metrics that focus on systems and targets rather than their actual experience of the services being provided.

Bright Horse’s complete focus is to help organisations fix these issues by measuring, managing and improving employees experience of their digital workplace. We Educate, Assess, Advise and provide Technical Solutions to ensure that IT delivers the right outcomes and values.

Whether IT is insourced, outsourced or co-sourced, we work with all IT service departments to move to a modern mechanism of measuring IT performance.  We create the right Experience Metrics (XLAs/DeX, DeM), processes and systems to ensure that our customers can deliver awesome IT Services that enable their customers to be awesome too.


We love what we do, we deliver on our promises and we have fun.

  • Want to find out what our customers think about us?

Please  Click here.

  • Want to understand how we can improve your IT Services using experience metrics (and have fun)?

Please Click here.

  • Improving employee experience not your thing?

That is OK, your IT Services are probably awesome anyway – thanks for looking.


Read Our History

  • January, 2014

    The Journey Begins

    The Journey Begins

    January 1, 2014

    After years of talk, Ken and Neil finally launch Bright Horse to bring a “modern approach to delivering Service Management to enterprise customers”. To support this, we sign up to become a Cherwell partner.

  • January, 2015

    Twice as Big!

    Twice as Big!

    January 1, 2015

    With razor sharp focus on Cherwell and some fantastic first customers, Bright Horse double in size in our first year!

  • January, 2016

    The Double Double

    The Double Double

    January 1, 2016

    Our business doubles again as we move our core ITSM skills into the enterprise and make “work flow” in Projects, Time-Recording, Facilities and HR

  • July, 2017

    The Perfect 10?

    The Perfect 10?

    July 1, 2017

    With bigger enterprise projects and our continued strong Cherwell partnership, we recruit our 10th team member. An awesome event made possible by working with some brilliant customers.

  • June, 2018

    England Win on Penalties

    England Win on Penalties

    June 16, 2018

    At last England Men’s football team win a competitive match on penalties and progress in the World Cup by beating Columbia 4-3 in the shootout. Phew!

  • February, 2019

    It’s all about Experience

    It’s all about Experience

    February 1, 2019

    Realising customers need more than just good ITSM, we start to lead the employee/ customer experience movement and launch our Nexthink partnership with a focus on digital workplace experience.

  • April, 2020

    From SLA to XLA

    From SLA to XLA

    April 1, 2020

    With the global move to working from home, our Nexthink and experience business grows and we launch the UK’s first XLA and XMO accredited education, assessment and consulting services. From Service to Experience!

  • January, 2021

    The Revolution Continues

    The Revolution Continues

    January 7, 2021

    With the launch of Gartner’s Experience Hype Cycle alongside Forrester’s Experience Wave, the customer/employee experience movement is becoming a revolution as more customers implement XLAs and XMOs.

Meet the Team

  • Neil Keating

    Neil Keating

    CEO - Chief Experience Officer

    As Chief Experience Officer of Bright Horse, Neil’s main responsibility is to ensure our customers receive the right services and solutions to meet their unique business needs.


    With a background in running managed and professional service organisations for over 20 years, Neil brings experience to the organisation acquired working for organisations such as PinkRoccade, Getronics, Eurodata and Liberata.


    Connect up and let’s start a conversation….

  • Ken Wilson

    Ken Wilson

    Co-Founder and Experience Chair

    Ken has had a long and varied career in People, Process and Technology ranging from Professional Football to founding the First ITIL accredited Organisation Pink Elephant to Managing IT Software companies.


    The motivation is to provide new improved methods like Coerver Coaching, ITIL and now the Employee Experience Movement with the inaugural classes.


    Connect up and let’s start a conversation….

  • Carol Bowker

    Carol Bowker

    Advisory & Technical Consultant

    Carol was one of our first recruits and we think that is worth a mention here! As one of our consultants, Carol has a background in service operations, service processes (ITIL) and technology.
    Working on a number of varied projects at any given time, Carol’s breadth of knowledge, cultural awareness and technical experience are key benefits to all our clients and is one of the main reasons they always ask for her to return to deliver new projects.

    Connect up and let’s start a conversation….

  • Steve Beavis

    Steve Beavis

    Chief Technology Officer

    Steve joined Bright Horse in 2017 to supplement the existing technical and solutions team. With a wealth of experience in overseeing technology implementations of all sizes, he is a senior asset to our client projects and our “go-to” person for all things technical.
    His background over the past twenty years, across many different service technologies, Steve is best placed to work with our customers to bring about improved employee experience.


    Connect up and let’s start a conversation….

  • Claire Hartnett

    Claire Hartnett

    Business Development

    Claire has worked within the training industry for over 20 years and her knowledge combined with her unrivalled passion for looking after clients projects her as a great asset to any business. She is dedicated, professional and great at building relationships with both clients and the supply chain.

    Her aim is to ensure the client receives an excellent customer experience and she supports them in achieving their education goals.

  • William Foster

    William Foster

    Graduate Consultant

    William is a 2020 addition to Bright Horse. A student of computing, William was brought aboard to upgrade the look and feel of the Bright Horse website, and all things web-related behind the scenes.

case-studies case-studies-hover company company-hover contact-us contact-us-hover modules modules-hover newseum newseum-hover people people-hover processes processes-hover srtting srtting-hover Plus Minus