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Tag Archives: service desk
The Art of Business Value
By Dick Stark Mark Schwartz, CIO at US Citizen and Immigration services (USCIS), is one of the leaders in the government’s move towards agile. Specifically, Mark is a proponent of continuous delivery as a way to shorten the software development … Continue reading
Posted in Atlassian, BMC, Business Management, DevOps, RightStar, Uncategorized
Tagged DevOps, ITSM, Project Management, Remedy, Remedy 9, service desk, The Art of Business Value
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Knowledge Centered Support
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 ITSM, KCS, KM, Knowledge Centered Support, knowledge management, RightAnswers, service desk
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The Martian
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
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
Why Knowledge Management is Important to the Success of your Service Desk
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 help desk, KM, knowledge management, Remedyforce, RightAnswers, Service Catalog, service desk
1 Comment
Why I’m Bullish on Remedyforce
By Dick Stark On Tuesday, BMC held a webinar for its sales team and partners to announce that BMC had created a new division, headed by Matt Dircks, to focus solely on Remedyforce. This is good news for RightStar as … Continue reading
Posted in BMC, RemedyForce, Technology Trends
Tagged BMC, force.com, Remedyforce, ScanStar, service desk
1 Comment
Your Top 10 Priorities for 2013
By Dick Stark I’ve borrowed ten quotes from CIO Magazine’s President and CEO, Michael Friedenberg and applied them to the business service management and RightStar. Let’s use them to think about your top ten priorities for 2013. 10. “The medium … Continue reading
Posted in Business Management, RightStar
Tagged Big Data, BMC, BSM, CLM, cloud lifecycle management, Process Improvement, Remedy, Remedyforce, service desk
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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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Morning at the Newseuem
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
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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
