Tag Archives: knowledge management

What is the Future of Your Service Desk?

Posted on August 29, 2017 by dick1stark

By Dick Stark Last week RightStar was asked to answer a question for an RFI, “Please describe your views on industry trends and developments that you are expecting to take place in the next 12 to 18 months.” My answer … Continue reading →

Posted in BMC, Digital Engerprise Management (DEM, RightStar, ServiceNow, Uncategorized | Tagged , , , , , , , , , , , | Leave a comment

The Phoenix Project, Part 1

Posted on January 5, 2016 by dick1stark

By Dick Stark I recently finished The Phoenix Project, and made this required reading for our entire company. It is a story about “IT, DevOps, and helping your business win.”  Who ever thought a book about IT would be a … Continue reading →

Posted in BMC, Business Management, DevOps, ITIL, RightStar, Uncategorized | Tagged , , , , , | 1 Comment

How FootPrints Does SRM and SLM

Posted on November 19, 2015 by dick1stark

The call to action is ensure that our customers and in particular, our FootPrints customers take advantage of the power of the tool. That is, “get the Ferrari out of the garage.” Continue reading →

Posted in FootPrints, ITIL, ITSM, RightStar, Uncategorized | Tagged , , , , , , , | Leave a comment

Knowledge Centered Support

Posted on August 23, 2014 by dick1stark

By Dick Stark On Wednesday, RightStar and RightAnswers hosted a webinar, How Knowledge-Centered Support (KCS) Methodology Can Empower Your Service Organization. This “mini-class” described the methodology behind KCS and the value that good knowledge management (KM) provides. Most eye-opening was … Continue reading →

Posted in ITSM, RightAnswers, RightStar | Tagged , , , , , , | Leave a comment

The Martian

Posted on March 8, 2014 by dick1stark

By Dick Stark When I kicked off our Apollo 13 simulation session last Friday, I mentioned that I was just finishing a new book by Andy Weir, The Martian, in which an Astronaut is accidently left behind on Mars to … Continue reading →

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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 , , , | 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 →

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Why Knowledge Management is Important to the Success of your Service Desk

Posted on March 5, 2013 by dick1stark

By Dick Stark Last Thursday I hosted a joint webinar with RightAnswers.  The topic: “Knowledge is Power, IT Knowledge Management for your BMC Service Desk.”  Surprisingly, Knowledge Management (KM) gets less than expected mindshare with most of the service desks … Continue reading →

Posted in Business Management, ITSM, RemedyForce | Tagged , , , , , , | 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 , , , , , , | 1 Comment