Author Archives: dick1stark

About dick1stark

I am the President and founder of RightStar, Inc, an XTIVIA company. RightStar is a leading ITSM and DevOps consultancy and BMC Software Elite Solution Provider and Atlassian Gold Partner. My passion is customer success—whether it’s reducing the cost of service management, improving overall efficiency, or increasing end-user or employee satisfaction. Since founding RightStar in 2003, RightStar has made the INC 5000 list four times. In 2011, RightStar was awarded the prestigious National Capital Business Ethics Award (NCBEA) by the Society of Financial Service Professionals based upon RightStar’s foundation of honesty, ethics, and integrity. And in 2014, RightStar was selected by Forrester Research as one of 13 North American companies profiled in its ITSM Consultancy Wave Report. In 2019, BMC selected RightStar as its DSM North American Partner of the Year for its sales and partnership excellence. Finally, in November 2020, RightStar was acquired by XTIVIA, an innovative IT Solutions Provider. Dick is a graduate of Stanford University and a Project Management Professional (PMP).

IT Service Management in the Cloud

Posted on July 1, 2013 by dick1stark

By Dick Stark Last Thursday, I attended a panel discussion sponsored by the National Capital Area itSMF user group. The topic: IT Service Management in the Cloud. Paul Alberti, from FEMA’s Office of the CIO, led the discussion with representatives … Continue reading →

Posted in BMC, ITSM, Technology Trends | Tagged BMC, Cherwell, FootPrints, ITSM, Remedy, Remedyforce, ServiceNow | Leave a comment

RightStar’s Practical Remedy Exam

Posted on June 24, 2013 by dick1stark

By Dick Stark We attended an “orals” this week held at a local government agency. We teamed with an 8(a) company to compete for Remedy implementation and consulting work for this very large Remedy account. The oral competition included a … Continue reading →

Posted in BMC, ITSM, Remedy | Tagged change management, Configuration Management, Incident Management, ITSM, problem management, Remedy, service desk consolidation | Leave a comment

RightStar’s New FootPrints MSP Offering

Posted on June 10, 2013 by dick1stark

By Dick Stark RightStar has officially enter the Managed Service Provider (MSP) business, offering FootPrints in a managed service, or hosted model, rather than on the customer’s own premises. Why would a customer do this, rather than move to a … Continue reading →

Posted in BMC, FootPrints, RightStar | Tagged AssetCore, BMC, FootPrints, Managed Service Provider, MSP, Rackspace, Remedyforce, SaaS, ServiceCore | Leave a comment

ScanStar Breaks New Ground

Posted on May 20, 2013 by dick1stark

By Brett Winston Q. What new barcode solution offers an innovative and cost effective way for FootPrints and Remedyforce users to receive, inventory, and reconcile discoverable and non-discoverable configuration items? A. ScanStar, RightStar’s second-generation barcode product for the BMC SMB … Continue reading →

Posted in RightStar, ScanStar | Tagged asset management, Barcode Scanning, cmdb, Configuration Management, FootPrints, Remedyforce, RightStar, ScanStar | Leave a comment

RightAnswers vs. Google

Posted on May 12, 2013 by dick1stark

By Dick Stark On Thursday, RightStar and RightAnswers hosted a webinar, Search Engines vs. Knowledge Management, the Case for KM. To some extent, RightAnswers competes with Google both from a user and support agent perspective. Really, who hasn’t used Google … Continue reading →

Posted in Business Management, RightStar, Technology Trends | Tagged KM, KM and search engine integration, knowledge management, RightAnswers | Leave a comment

The New Digital Age

Posted on May 9, 2013 by dick1stark

By Dick Stark “I just want to say one word to you. Just one word: Plastics.” –Career advice given to Dustin Hoffman in the movie, “The Graduate” If Ben Braddock (played by Dustin Hoffman) were to graduate in 2013 instead … Continue reading →

Posted in BMC, Technology Trends | Tagged Big Data, crowd-sourcing, Eric Schmidt, Jared Cohen, knowledge management, MyIT, service management | Leave a comment

I’m All-In!

Posted on April 28, 2013 by dick1stark

By Dick Stark “We are the Viet Cong. We are going to march 50 miles in truck tire sandals on a bowl of rice, and we’ll sleep in a tree and get up the next morning and do it again. … Continue reading →

Posted in BMC, FootPrints, ITSM, Remedy, RemedyForce | Tagged BMC, BSM, FootPrints, ITSM, Remedy, Remedyforce, Tucker Carlson | 1 Comment

MyIT: Empowering Your End-Users

Posted on April 22, 2013 by dick1stark

By Dick Stark “I’d rather not try our help desk. I can get what I want from Google.” Sound familiar? A customer confided this to me after attempting to access her service desk’s automated knowledge base. Oftentimes, the experience that … Continue reading →

Posted in BMC, FootPrints, ITSM, Remedy, RemedyForce | Tagged BMC, iPad app, iPhone app, ITSM, MyIT, Remedy, service desk end-user experience | 1 Comment

Masters Running: It’s all Downhill from Here

Posted on April 13, 2013 by dick1stark

By Dick Stark “If you had to pick one thing to make people healthier as they age, it would be aerobic exercise.” – James Fries, MD, Stanford University School of Medicine The annual Cherry Blossom Ten Mile Run was run … Continue reading →

Posted in Business Management, RightStar | Tagged Cherry Blossom 10 Miler, Endurance, exercise, masters running, running | Leave a comment

Connect to Your Customers in a Whole New Way

Posted on April 9, 2013 by dick1stark

By Dick Stark Last week, I attended a salesforce seminar in Washington DC, Connect to Your Customers in a Whole New Way. The keynote speaker was Mark Benioff, Chairman and CEO, salesforce.com. It was a standing room only affair– think … Continue reading →

Posted in BMC, Business Management, RemedyForce | Tagged BMC, Remedyforce, salesforce, salesforce.com, service cloud | Leave a comment