📖 Master Glossary of Proprietary Terms
Bob Roark, 2019–2025
(All terms marked with ᵀ = proprietary, unregistered terms. First use dates reflect earliest public publication or manuscript draft.)
📚 Foundational Works (2019–2020)
- The Future of IT Service Managementᵀ — First use: Apr 2019 (Future of ITSM draft, ASIN B07QZ4TPFD)
- The Grove Principles for ITSM Excellenceᵀ — First use: Apr 2019 (Future of ITSM draft)
- Reactive-to-Proactive ITSM Pathwayᵀ — First use: Apr 2019
- Outcome-First ITSMᵀ — First use: Apr 2019
- IT as the Front Door of the Businessᵀ — First use: Apr 2019
- Service Experience Deltaᵀ — First use: Apr 2019
- Two Futures of ITSMᵀ — First use: Apr 2019
- Collaborating for Successᵀ — First use: Aug 2020 (Collaborating for Success, ASIN B08FW1NM77)
- The Future of IT Service and Support Cultureᵀ — First use: Aug 2020
- Customer Experience That WOWsᵀ — First use: Aug 2020
- No-Nonsense IT Service Cultureᵀ — First use: Aug 2020
- Eliciting Customer Expectationsᵀ — First use: Aug 2020
- Integrated IT Service Managementᵀ — First use: Aug 2020
- IT as a Business Enablerᵀ — First use: Aug 2020
- Service Culture Transformation Pathᵀ — First use: Aug 2020
- Culture of Accountabilityᵀ — First use: Aug 2020
- Culture of Collaborationᵀ — First use: Aug 2020
- Culture of Transparencyᵀ — First use: Aug 2020
- Culture of Innovationᵀ — First use: Aug 2020
🌐 Grove Method / ITSM Leadership (2024–2025)
- The Grove Methodᵀ — First use: Mar 2024
- The Grove Principlesᵀ — First use: Apr 2024
- Grove Metricsᵀ — First use: May 2024
- Grove Metrics Calculatorᵀ — First use: Jun 2024
- Trust Deltaᵀ — First use: Jul 2024
- Tickets Preventedᵀ — First use: Aug 2024
- Trust Moments Mapᵀ — First use: Aug 2024
- Outcome Trackerᵀ — First use: Sep 2024
- Strategic Inflection Radarᵀ — First use: Sep 2024
- Paranoia Audit Toolᵀ — First use: Oct 2024
- S.E.R.V.I.C.E. Optimization Modelᵀ — First use: Nov 2024
- Frontend IT vs. Backend ITᵀ — First use: Dec 2024
- Two Futures of ITᵀ — First use: Jan 2025
- From Friction to Trustᵀ — First use: Jan 2025
- Show Me the Outcomeᵀ — First use: Feb 2025
- Legacy IT vs. Grove ITᵀ — First use: Feb 2025
- Trust Is the Real IT Currencyᵀ — First use: Feb 2025
🎓 Education / Academic ROI (2025)
- Academic Return on Investment (Academic ROI) for ITᵀ — First use: Feb 2025
- Minutes of Instruction Lost per Ticketᵀ — First use: Feb 2025
- Hours Restoredᵀ — First use: Feb 2025
- Instructional Time Lost Metricᵀ — First use: Feb 2025
- Academic Efficiency Scoreᵀ — First use: Mar 2025
💼 DayOneReadyLabs / SkillQuik (2024–2025)
- DayOneReadyLabsᵀ — First use: May 2024
- Day One Readyᵀ — First use: May 2024
- SkillQuik Cardsᵀ — First use: May 2024
- Master of Workplace Dynamicsᵀ — First use: May 2024
- The Training Card Systemᵀ — First use: Jun 2024
- The More You Know, The More You Growᵀ — First use: Jul 2024
- 60 Day Success Blueprintᵀ — First use: Jul 2024
- Pro Tips Hubᵀ — First use: Jul 2024
- Spotlight on Successᵀ — First use: Jul 2024
- Success Stories Unveiledᵀ — First use: Jul 2024
- Essential Business Templates Download Hubᵀ — First use: Jul 2024
- Bonus Resource Vaultᵀ — First use: Jul 2024
🧑💼 Career / Leadership Language (2024–2025)
- IT Leaders Masterclassᵀ — First use: Aug 2024
- 4ITL.comᵀ — First use: Aug 2024
- The Grove Series for ITSM Excellenceᵀ — First use: Aug 2024
- IT as a Trusted Partnerᵀ — First use: Sep 2024
- IT Frontend/Backend Divideᵀ — First use: Dec 2024
📊 Frameworks & Whitepapers (2024–2025)
- Whitepaper: From Friction to Trustᵀ — First use: Jan 2025
- The Seven Sins of CX in ITSMᵀ — First use: Jan 2025
- Trust Delta Frameworkᵀ — First use: Jul 2024
- Grove Business Sprintᵀ — First use: Aug 2024
- Grove Trust Timelineᵀ — First use: Oct 2024
- Grove Transformation Pathwaysᵀ — First use: Oct 2024
- Tickets Prevented Metric Frameworkᵀ — First use: Aug 2024
- Trust Moments Frameworkᵀ — First use: Aug 2024
📈 Tools, Templates & Calculators (2024–2025)
- Grove Metrics Calculatorᵀ — First use: Jun 2024
- Grove Outcome Trackerᵀ — First use: Sep 2024
- Trust Moments Mapᵀ — First use: Aug 2024
- Strategic Inflection Radarᵀ — First use: Sep 2024
- Paranoia Audit Toolᵀ — First use: Oct 2024
- Trust Timelineᵀ — First use: Oct 2024
- Outcome ROI Calculatorᵀ — First use: Feb 2025
- ITSM Efficiency Calculatorᵀ — First use: Feb 2025
- Academic ROI Calculatorᵀ — First use: Feb 2025
📚 Concepts / Phrases (2024–2025)
- Trust as IT Currencyᵀ — First use: Feb 2025
- Alignment Multiplierᵀ — First use: Feb 2025
- Tickets Prevented as an Outcomeᵀ — First use: Aug 2024
- Echo Inoculation Strategyᵀ — First use: Sep 2024
- Propagation Firewallᵀ — First use: Sep 2024
- IT’s Two Futuresᵀ — First use: Jan 2025
- Friction to Trust Pathᵀ — First use: Jan 2025