To aid in locating items of interest, keywords are presented in parentheses following each applicable entry.

• 11/22/2010: Podcast episode posted, "Lean on IT: Supporting CSI with Lean Thinking". To view the Members' Podcast page for this episode, click here. (Lean, Lean Thinking, kaizen, CSI, Continual Service Improvement, value proposition, value stream)
  
• 11/2/2010: Blog entry posted, "Hall of ITSM Fame!" by Mart Rovers. (ISO 20000, ITIL Service Manager, ITIL v3, management of change, management responsibility, process owner, senior responsible owner, service maturity, service owner)
  
• 11/1/2010: Podcast episode posted, "The ITSM Market is at a Crossroads." To view the Members' Podcast page for this episode, click here. (ITIL, ISO 20000, ITSM frameworks, ITSM adoption failure, innovation, business enabler)
  
• 10/4/2010: Podcast episode posted, "Fusion Afterthoughts." To view the Members' Podcast page for this episode, click here. (itSMF, itSMF USA, HDI, Fusion, conference, exhibits, vendors, presentations)
  
• 9/20/2010: Podcast episode posted, "A Fusion 10 Preview." To view the Members' Podcast page for this episode, click here. (itSMF, itSMF USA, Fusion, conference, exhibits, vendors, presentations)
  
• 9/06/2010: Podcast episode posted, "ISO 20000 is the Vital Standard, Part 2." To view the Members' Podcast page for this episode, click here. (ISO/IEC 20000, ISO 20000, ITSM standard, auditable standard, certification, minimum critical activities)
  
• 8/29/2010: Blog entry posted, "Schrödinger's Cat," by Ed Williams. (Lean, Lean Thinking, metrics, metrics design, metrics validity, genchi genbutsu, gemba)
  
• 8/23/2010: Podcast episode posted, "ISO 20000 is the Vital Standard, Part 1." To view the Members' Podcast page for this episode, click here. (ISO/IEC 20000, ISO 20000, ITSM standard, auditable standard, certification, minimum critical activities)
  
• 8/9/2010: Podcast episode posted, "What Do Soccer and ITSM Have in Common?" To view the Members' Podcast page for this episode, click here. (business processes, business alignment, IT processes, process relationships, process interdependencies)
  
• 8/8/2010: Blog entry posted, "Combining ITIL with ISO 27002," by Mart Rovers. (CMMI, COBIT, Information Security Management, ISACA, ISM, ISO/IEC 27000, ISO/IEC 27001, ISO/IEC 27002, ITIL v2, ITIL v3)
  
• 6/29/2010: Blog entry posted, "Frameworks and Standards," by Mart Rovers. (CMMI, COBIT, ISACA, ISO/IEC 20000, ISO/IEC 27000, ITIL, PMBOK, Six Sigma)
  
• 6/1/2010: Blog entry posted, "Quality IT Assessments," by Mart Rovers. (ISO/IEC 20000 assessment, ITIL assessment, ITSM assessment, ITSM tooling, organizational maturity, process maturity)
  
• 5/10/2010: We have changed the RSS syndicator that tracks ITSM Manager site updates and new items. The new RSS feed can be accessed here. The RSS feed for Podcast episodes remains unchanged.
  
• 5/3/2010: Podcast episode posted, "Standard Change and Service Request." To view the Members' Podcast page for this episode, click here. (standard change, service request, change management, request fulfillment, ITIL v3, service automation)
  
• 5/1/2010: Slide deck for April 29 Webcast posted, "Your ITSM Roadmap Should Be Based on ISO/IEC 20000!" Includes link to transcribed questions and answers that followed the Webcast. Must be logged-in to view.
  
• 4/29/2010: Recorded Webcast available on BrightTALK, "Your ITSM Roadmap Should Be Based on ISO/IEC 20000!" by Mart Rovers. Note that access to the recording is free, but if you are a first-time BrightTALK user, registration is required. (ISO 20000, ITSM roadmap, specification, code of practice, minimum critical activities)
  
• 4/21/2010: Blog entry posted, "Retirement of a Legend," by Mart Rovers. (certification training, future of ITIL certification, ITIL exams, ITIL v2, ITSM training, quality training)
  
• 4/16/2010: Blog entry posted, "The ITSM Training Industry’s Answer," by Mart Rovers. (ATCTA, ATCTA Trustmark, certification training, ITSM education, ITSM training, quality benchmark, quality standards, quality training)
  
• 4/12/2010: Podcast episode posted, "The ATCTA." To view the Members' Podcast page for this episode, click here. (ATCTA, ATCTA.org, ITSM training, ITSM education, Trustmark, quality standards, quality benchmark)
  
• 3/26/2010: Podcast episode posted, "BPM and ITSM." To view the Members' Podcast page for this episode, click here. (BPM, Business Process Management, BPI, BPMN, BPEL, XPDL, business strategy, ISO 9000)
  
• 3/8/2010: Podcast episode posted, "What is ISO 27001?" To view the Members' Podcast page for this episode, click here. (ISO 27000, ISO/IEC 27000, ISO 27001, IT security, information security, auditable standard)
  
• 2/22/2010: Podcast episode posted, "What is Lean?" To view the Members' Podcast page for this episode, click here. (Lean, Lean Manufacturing, Lean Thinking, kaizen, value stream, waste)
  
• 2/18/2010: Blog entry posted, "Devaluation of ITIL Certifications?" by Mart Rovers. (Certification training, ITIL certification, ITIL exams, ITIL Service Manager, ITIL v3, ITIL v3 Expert, practitioner)
  
• 2/10/2010: Podcast episode posted, "The Impact of ISO 20000 on the ITSM Market." To view the Members' Podcast page for this episode, click here. (ISO 20000, ISO/IEC 20000, auditable standard, ITSM impact, ITIL comparison)
  
• 2/3/2010: Blog entry posted, "ISO/IEC 20000, the Doable ITIL Version," by Mart Rovers. (International Standards Organization, ISO 20000, ISO/IEC 20000 assessment, ITIL v3, ITSM, minimum critical activities)
  
• 1/25/2010: Podcast episode posted, "Audience Questions and Answers." To view the Members' Podcast page for this episode, click here. (Question and answer, starting ITSM, ITSM mistakes, future of IT, ITSM challenges)
  
• 1/11/2010: Podcast episode posted, "ITSM Tools: What to Expect." To view the Members' Podcast page for this episode, click here. (IT tools, ITSM tools, managing ITSM, tool suite, point solution, process automation)
  
• 1/6/2010: Blog entry posted, "A New Decade for ITSM," by Mart Rovers. (CMMI, COBIT, future of IT, ISO 20000, ISO/IEC 27000, ITIL, ITSM, Six Sigma)
  
• 12/28/2009: Podcast episode posted, "The Philosophy of Metrics, Part 3." To view the Members' Podcast page for this episode, click here. (Designing metrics, ITSM metrics, CSI model, balanced scorecard, DIKW, information and knowledge)
  
• 12/14/2009: Podcast episode posted, "The Philosophy of Metrics, Part 2." To view the Members' Podcast page for this episode, click here. (Information chain, activity metrics, technology metrics, CSF, KPI)
  
• 12/14/2009: Blog entry posted, "Continual Service Improvement Mentality," by Mart Rovers
  
• 11/30/2009: Podcast episode posted, "The Philosophy of Metrics, Part 1." To view the Members' Podcast page for this episode, click here. (Metrics, ITSM metrics, CSF, KPI, strategic objective, balanced scorecard)
  
• 11/23/2009: Due to time constraints, we are moving our podcast broadcast schedule from weekly to biweekly. The next episode will air November 30.
  
• 11/16/2009: Podcast episode posted, "Making ITSM Easier with ISO 20000." To view the Members' Podcast page for this episode, click here. (ISO 20000, minimum critical activities, easing implementation, ISO certification)
  
• 11/14/2009: Whitepaper posted, "ITIL in a Recession" by Shirley Lacy of ConnectSphere, for the UK Office of Government Commerce; must be logged in to view
  
• 11/14/2009: Whitepaper posted, "Service Management with a Smile of Confidence" by Jenny Dugmore and Ted Humphreys; must be logged in to view
  
• 11/12/2009: In Members' Extras, Photos from the Arizona ITSM Summit 2009; must be logged in to view
  
• 11/11/2009: Blog entry posted, "From ITIL v2 to ISO/IEC 20000," by Mart Rovers
  
• 11/09/2009: Podcast episode posted, "The One-Minute ITSM Manager," To view the Members' Podcast page for this episode, click here. (Inexpensive, low-cost improvements, rapid ITSM implementation, one-minute ITSM manager)
  
• 11/6/2009: Blog entry posted, "The One-Minute ITSM Manager," by Mart Rovers
  
• 11/03/2009: Podcast episode posted, "Frameworks and Standards, Part 3." To view the Members' Podcast page for this episode, click here. (ITSM frameworks, standards, guidelines, best practice, strategy, adoption, implementation)
  
• 10/27/2009: Podcast episode posted, "Frameworks and Standards, Part 2." To view the Members' Podcast page for this episode, click here. (ITSM frameworks, standards, guidelines, best practice, governance, project management)
  
• 10/19/2009: Podcast episode posted, "Frameworks and Standards, Part 1." To view the Members' Podcast page for this episode, click here. (Frameworks, standards, guidelines, best practice, quality improvement, quality management)
  
• 10/12/2009: Podcast episode posted, "Marketing Your ITSM Program." To view the Members' Podcast page for this episode, click here. (Marketing ITSM, marketing mindset, communication, silver bullet, organizational change)
  
• 10/8/2009: Whitepaper posted, "OGC Mandate for Change to ITIL, September 2009" by the UK Office of Government Commerce; must be logged in to view
  
• 10/8/2009: Whitepaper posted, "Cross-Reference ITIL v3 and MOF 4.0" by Jan Van Bon, Inform-IT, and Jerry Dyer, Microsoft, for the UK Office of Government Commerce; must be logged in to view
  
• 10/5/2009: Podcast episode posted, "Change Management in the Real World." To view the Members' Podcast page for this episode, click here. (Change management, control process, business impact, risk, configuration management)
  
• 10/2/2009: In Members' Extras, Video Clips from Fusion '09; must be logged in to view
  
• 10/2/2009: In Members' Extras, Photos from Fusion '09; must be logged in to view
  
• 9/28/2009: Blog entry posted, "ITSM Five Years from Now," by Mart Rovers
  
• 9/28/2009: Podcast episode posted, "Tools are the Icing on the Cake." To view the Members' Podcast page for this episode, including the slide deck, click here. (ITSM tools, process automation, tool integration, automated workflow)
  
• 9/21/2009: Podcast episode posted, "What is a Service?" To view the Members' Podcast page for this episode, including the slide deck, click here. (ITSM, service, business service, IT service, service portfolio)
  
• 9/14/2009: Podcast episode posted, "What's in it for the IT Worker?" (Part 2) To view the Members' Podcast page for this episode, including the slide deck, click here. (IT employee, technical worker, middle management, training, preparation)
  
• 9/12/2009: Blog entry posted, "ITSM Manager @ Fusion '09," by Bryon Zimpfer
  
• 9/7/2009: Podcast episode posted, "What's in it for the IT Worker?" (Part 1) To view the Members' Podcast page for this episode, including the slide deck, click here. (IT employee, technical worker, middle management, training, preparation)
  
• 9/4/2009: Blog entry posted, "ITIL Certified Candidates Still in High Demand," by Mart Rovers
  
• 9/4/2009: Presentation posted, "EXIN ISO/IEC 20000 Qualification Program" from EXIN USA; must be logged in to view
  
• 8/31/2009: Podcast episode posted, "What is ISO/IEC 20000?" To view the Members' Podcast page for this episode, click here. (ISO 20000, ISO standard, IT audit, auditable standard, benchmark, minimum critical activities)
  
• 8/31/2009: Podcast slide deck posted, "What is ISO/IEC 20000?" Episode 4, by Mart Rovers, recorded live at an itSMF Houston event on August 26, 2009; must be logged in to view
  
• 8/24/2009: Podcast episode posted, "What's in it for the CIO?" To view the Members' Podcast page for this episode, click here. (CIO, IT executive, strategy, senior management, benefits, planning, preparation)
  
• 8/24/2009: Podcast slide deck posted, "What's in it for the CIO?" Episode 3, by Mart Rovers; must be logged in to view
  
• 8/20/2009: Blog entry posted, "More value for your money..." by Mart Rovers
  
• 8/19/2009: Blog entry posted, "The Fast and the Brakeless," by Ed Williams
  
• 8/17/2009: Podcast episode posted, "What is IT Service Management?" To view the Members' Podcast page for this episode, click here. (ITSM defined, definition, service management, frameworks, standards)
  
• 8/13/2009: Blog entry posted, "Minimum Critical Activities," by Ed Williams
  
• 8/12/2009: iTunes approves the ITSM Manager podcast for syndication. To view our podcast page at iTunes and subscribe, click here.
  
• 8/10/2009: Podcast episode posted, "Who Are We?" To view the Members' Podcast page for this episode, click here.
  
• 8/10/2009: Whitepaper posted, "What is ISO/IEC 20000?" by Mart Rovers; must be logged in to view
  
• 8/9/2009: Whitepaper posted, "ITIL v3 Information Security, May 2009" by Jim Clinch, CLINCH Consulting, for the UK Office of Government Commerce; must be logged in to view
  
• 8/9/2009: Presentation posted, "EXIN ISO/IEC 27002 Qualification Scheme" from EXIN; must be logged in to view
  
• 8/8/2009: Blog entry posted, "Security is No Longer on the Backburner," by Mart Rovers
  
• 8/8/2009: Blog entry posted, "ITIL v3 Qualification Scheme Too Complex?" by Mart Rovers
  
• 8/5/2009: "Extras" item posted, the itSMF pamphlet "An Introductory Overview of ITIL Version 3" by the IT Service Management Forum; must be logged in to view