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Tag Archives: ITSM
MyIT: Empowering Your End-Users
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
Remedy and ADDM: Unbeatable Combination
By Dick Stark On Wednesday, RightStar presented a webinar, “Discovery & Relationship Mapping with BMC ADDM.” ADDM is starting to heat up with more and more customers, not just implementing Remedy, but ADDM, due to the combined value that both … Continue reading
Posted in BMC, ITSM, Remedy, Technology Trends
Tagged ADDM, Application Mapping, Atrium, BMC, cmdb, Dependency Mapping, ITSM, Remedy
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Has ITIL Lost its Mojo?
By Dick Stark Last Thursday, I attended a panel discussion sponsored by the National Capital Area itSMF user group. The topic: DOD IT Service Management Perspective. Kirk Holmes, itSMF founding member led the discussion with representatives from the US Navy, … Continue reading
Posted in ITIL, ITSM
Tagged cmdb, ITIL, ITIL Maturity, ITSM, itSMF, Process Improvement, Service Catalog, service desk
2 Comments
Gartner’s New ITSSM Magic Quadrant
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
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What Fed Execs Want From IT
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
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Simplicity and Service Management
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
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RightStar’s PKI Solution
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
The End of Your Service Help Desk
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
The 7 Critical Success Factors of BSM
By Dick Stark RightStar’s sixth annual customer appreciation cruise, held Thursday on the Potomac River in Washington, D.C., drew a large crowd of more than 100. John Richey, Senior Director in the Service Management Office at BMC was the key note … Continue reading
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