Books
September 2011
IT Tools for the Business when the Business is IT – Selecting and Implementing ITSM Tools. (TSO, Norwich). Highlights from the book include a discussion of the architectural foundations of selecting tools, a conceptual data model for the high level objects managed by ITSM tools and complete process flows for the entire selection and implementation activities. The book will be accompanied by a set of downloadable files, available as a separate product. Order the book here.
Articles
February 2018
“How Does Kanban Support Service Management Agility?” Kanbanize guest post.
January 2017
″In 2017, will you be a service management leader or a laggard?,” ITWNET: The Global IT Professionals Community.
February 2013
“Guideline for the harmonized implementation of the requirements of ISO/IEC 20000-1:2005 by accredited certification bodies,” Swiss Accreditation Service SAS, State Secretariat for Economic Affairs SECO, Federal Department of Economic Affairs, Swiss Confederation, (co-author).
November 2011
“Using Customer Satisfaction Metrics to Drive Service Improvement: A Review of The Ultimate Question 2.0.” At Your Service, Vol. 1 No. 6, pp. 33-35.
September 2011
“What is New in the ITIL® 2011 Glossary Update?”. At Your Service, Vol. 1 No. 5, pp. 16-25.
August 2011
Co-translator of French translation of “ITIL® 2011 Glossary”, TSO in conjunction with the Cabinet Office and APMG.
Interviews
July 2018
Robert Falkowitz is interviewed by Krikor Manoukian for Netweek Hellas on the subject of his Continual Improvement Maturity Model.
May 2017
Dmytro Moroz of Kanbanize discusses with Robert Falkowitz the issues of improving teams and continual improvement. The discussion may be viewed here:
May 2015, Auckland
On the occasion of the itSMF New Zealand annual conference, Kirstie Magowan talks with Robert Falkowitz, Carlos Casanova and Tristan Boot about current ITSM issues and Kanban. The discussion may be viewed here:
September 2012, Warsaw
Krzysztof Piotrowski interviews Robert S. Falkowitz on the topic of his keynote address to the itSMF Poland Congress in Warsaw. [Content to be provided by itSMF Poland.]
February 2012, Budapest
On the occasion of an itSMF Hungary Seminar, Krisztián Gergely Horváth interviews Robert S. Falkowitz about the status and evolution of IT service management initiatives in the private and public sectors and discusses his book, IT Tools for the Business when the Business is IT. The interview, with subtitles in Hungarian, may be viewed here:
December 2011, Barcelona
Marlon Molina interviews Robert S. Falkowitz, in his role as Translations Officer of the itSMF International Publications Executive Committee, on the subject of the translation services provided by itSMF International. View the interview here:
July 2018
Robert Falkowitz is interviewed by Krikor Manoukian for Netweek Hellas on the subject of his Continual Improvement Maturity Model.
May 2017
Dmytro Moroz of Kanbanize discusses with Robert Falkowitz the issues of improving teams and continual improvement. The discussion may be viewed here:
May 2015, Auckland
On the occasion of the itSMF New Zealand annual conference, Kirstie Magowan talks with Robert Falkowitz, Carlos Casanova and Tristan Boot about current ITSM issues and Kanban. The discussion may be viewed here:
September 2012, Warsaw
Krzysztof Piotrowski interviews Robert S. Falkowitz on the topic of his keynote address to the itSMF Poland Congress in Warsaw. [Content to be provided by itSMF Poland.]
February 2012, Budapest
On the occasion of an itSMF Hungary Seminar, Krisztián Gergely Horváth interviews Robert S. Falkowitz about the status and evolution of IT service management initiatives in the private and public sectors and discusses his book, IT Tools for the Business when the Business is IT. The interview, with subtitles in Hungarian, may be viewed here:
December 2011, Barcelona
Marlon Molina interviews Robert S. Falkowitz, in his role as Translations Officer of the itSMF International Publications Executive Committee, on the subject of the translation services provided by itSMF International. View the interview here:
| September 2011 |  IT Tools for the Business when the Business is IT – Selecting and Implementing ITSM Tools. (TSO, Norwich). Highlights from the book include a discussion of the architectural foundations of selecting tools, a conceptual data model for the high level objects managed by ITSM tools and complete process flows for the entire selection and implementation activities. The book will be accompanied by a set of downloadable files, available as a separate product. Order the book here. |
January 2017″In 2017, will you be a service management leader or a laggard?,” ITWNET: The Global IT Professionals Community.
| February 2018 | “How Does Kanban Support Service Management Agility?” Kanbanize guest post. |
| February 2013 | “Guideline for the harmonized implementation of the requirements of ISO/IEC 20000-1:2005 by accredited certification bodies,” Swiss Accreditation Service SAS, State Secretariat for Economic Affairs SECO, Federal Department of Economic Affairs, Swiss Confederation, (co-author). |
| November 2011 | “Using Customer Satisfaction Metrics to Drive Service Improvement: A Review of The Ultimate Question 2.0.” At Your Service, Vol. 1 No. 6, pp. 33-35. |
| September 2011 | “What is New in the ITIL® 2011 Glossary Update?”. At Your Service, Vol. 1 No. 5, pp. 16-25. |
| August 2011 | co-translator of French translation of “ITIL® 2011 Glossary”, TSO in conjunction with the Cabinet Office and APMG. |
