McGarahan & Associates provides Global companies IT Service Management (ITIL best practice processes), Consulting, and Training.

Kind Words from Our Clients

Thank you so much for everything you presented last week in the Certified Help Desk Managers class. I was working feverishly this weekend outlining the best practices around SLAs/OLAs. Per your suggestion, I'm trying hard not to "email bomb" my team all of these golden nuggets, but wait to present them to them for buy-in! I appreciate all the great information and experiences you shared with us - good luck in your future endeavors.
2LT Francisco Ortiz, Branch Chief, Information Systems Support G-6/DCSIM

Latest Updates:

White Paper of the Month (Feburary): Measuring Success
(download the white paper here)

White Paper of the Month (January): Service Leadership (Part 1)
(download the white paper here)

BrightTalk Service Desk Management SummitService Desk Management Summit: Re-purposing the Service Desk
(access the recorded Webinar here )

Pete Talks: Building the Star Performer Customer Service Team
(access the recorded Radio Program here )

Pete Talks: The Power of Metrics, Reporting and Storytelling
(access the recorded Radio Program here)

Pete Talks: Building a Successful Knowledge Management Program
(access the recorded Radio Program here)

The Premiere of Pete Talks: Changing The Way We Work Together: The “DevOps” Opportunity
(access the recorded Radio Program here)

Building the Business Case for Knowledge Management Success
(download the White Paper here)
Password: 02072013 (access the Recorded Webinar here)

Successful Knowledge Management: Lessons Learned From Organizations Who Have Achieved It
(download the White Paper here)
(access the Recorded Webinar here)
(access the Press Release here)

Proud to be included as one of the Top 10 Best of the Best Support Resources of 2012 - The Complete Guide to Purposeful Support Practices
(download the White Paper here)
(access the Recorded Webinar here)

Finding Strategic Value in First-Contact Resolution (FCR)
(access the Recorded Webinar here)

Reducing Support Costs with a “Shift-Left” Strategy
(download the Interview here)