Publications

Books
September 2011ITSMbookcoverIT 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
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 2011co-translator of French translation of "ITIL® 2011 Glossary", TSO in conjunction with the Cabinet Office and APMG.
Interviews
May 2015, AucklandOn 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, WarsawKrzysztof 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, BudapestOn 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, BarcelonaMarlon 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:

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