Tag Archives: service desk

The Art of Business Value

Posted on August 15, 2016 by dick1stark

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 | 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 ITSM, KCS, KM, Knowledge Centered Support, knowledge management, RightAnswers, service desk | 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 →

Posted in Business Management, ITSM, RightStar | Tagged Apollo 13 simulation, ITSM, knowledge management, problem management, Problem-Solving, RightStar, service desk, The Martian | Leave a comment

Has ITIL Lost its Mojo?

Posted on March 10, 2013 by dick1stark

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

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 help desk, KM, knowledge management, Remedyforce, RightAnswers, Service Catalog, service desk | 1 Comment

Why I’m Bullish on Remedyforce

Posted on January 14, 2013 by dick1stark

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

Posted on December 11, 2012 by dick1stark

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 | 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

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 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