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 , , , , , , | Leave a comment

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 , , , , , , | Leave a comment

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

Posted in Business Management, ITSM, RightStar | Tagged , , , , , , , | Leave a comment

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 , , , , , , , | 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 , , , , , , | 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 , , , , | 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 , , , , , , , , | Leave a comment