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).

Gartner’s New ITSSM Magic Quadrant

Posted on September 3, 2012 by dick1stark

By Dick Stark In November 2010, BMC climbed to the top of the mountain, the pinnacle of IT’s holiest of holy places, the upper right corner of the IT Service Desk Gartner Magic Quadrant. And when they looked around, they … Continue reading →

Posted in BMC, ITSM, Remedy | Tagged BMC, help desk, IT service support management tools, ITIL Maturity, ITSM, ITSSM, Remedy | Leave a comment

What Fed Execs Want From IT

Posted on August 26, 2012 by dick1stark

By Dick Stark A few weeks ago MeriTalk, a Federal IT think tank, commissioned a study entitled, the Customer is Always Right, that focused not on what IT thinks, but what IT’s customers think of IT. Not surprisingly, just 46 … Continue reading →

Posted in ITIL, ITSM, Remedy | Tagged change management, ITIL, ITIL Maturity, ITSM, Process Improvement, Remedy, service desk | Leave a comment

Simplicity and Service Management

Posted on August 13, 2012 by dick1stark

By Dick Stark “Simplicity is the ultimate sophistication.” -Leonardo Da Vinci Several weeks ago, CIO Magazine’s cover story, In Search of Simplicity, detailed how complex IT has become. Between private and public clouds, mobility, BYOD, social media, Big Data, security, … Continue reading →

Posted in BMC, FootPrints, ITSM, Remedy, RemedyForce | Tagged application consolidation, BMC, FootPrints, ITSM, Remedy, Remedyforce, Service Request Management, virtualization | Leave a comment

Morning at the Newseuem

Posted on August 6, 2012 by dick1stark

By Dick Stark RightStar and BMC held a seminar last week at the Newseum in Washington, DC to discuss trends in ITSM and the new version of Remedy 8 to be released next quarter. The speaker was Doug Mueller, Remdy … Continue reading →

Posted in BMC, Remedy | Tagged BMC, cmdb, Doug Meuller, help desk, Remedy, service desk, Service Request Management | Leave a comment

The End of Solution Selling

Posted on July 23, 2012 by dick1stark

By Dick Stark It’s the end of traditional solution selling. Customers are increasingly circumventing reps; they’re using publicly available information to diagnose their own needs and turning to sophisticated procurement departments and third party purchasing consultants to help them extract … Continue reading →

Posted in BMC, ITIL | Tagged BMC, ITIL Maturity, solution selling | Leave a comment

What We Did on Volunteer Day

Posted on July 16, 2012 by dick1stark

By Liz Yost Liz Yost and friends at the first annual Chrome Ride. On Saturday June 2, parents, volunteers, supporters and participants came together at the famous “Rainbow Road Club” in Rippon, WV in support … Continue reading →

Posted in RightStar | Leave a comment

20 Mile March Part II

Posted on July 2, 2012 by dick1stark

By Dick Stark Last December I wrote about Jim Collins’ latest book Great by Choice where concepts like 10Xers, 20 Mile March, Fire Bullets, then Cannon Balls, and SMaC are introduced. In 2012 RightStar is focusing on 20 Mile Marching … Continue reading →

Posted in Business Management, RightStar | Tagged 20 Mile March, Endurance, Great by Choice, Jim Collins | Leave a comment

RightStar’s PKI Solution

Posted on June 18, 2012 by dick1stark

By Dick Stark You arrive at work to begin the day and logon to Windows using your CAC card. But before you can get into Remedy you enter a password and hope that password didn’t change the day before. Later, … Continue reading →

Posted in BMC, ITSM, Remedy | Tagged BMC, ITSM, PKI, PVI, Remedy | 1 Comment

The End of Your Service Help Desk

Posted on June 10, 2012 by dick1stark

By Dick Stark Network World reported last Wednesday from the Gartner Infrastructure & Operations Management Summit on Gartner’s “top 10” list of the most significant emerging trends that will impact data centers and information technology used by businesses and government … Continue reading →

Posted in BMC, ITSM, RightStar, Technology Trends | Tagged change management, help desk, ITSM, knowledge management, problem management, self-service, service desk | 1 Comment

BMC FootPrints: Three Months Later

Posted on May 29, 2012 by dick1stark

By Dick Stark Matt Orend and I spend Wednesday at BMC/FootPrints in Tampa meeting with the sales, support, and management teams. The dust has settled somewhat, it is a new BMC fiscal year, and the FootPrints team, now referred to … Continue reading →

Posted in BMC, FootPrints | Leave a comment