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

Kind Words from Our Clients

Pete McGarahan has been instrumental in helping support managers understand their strategic value in companies all over the world.
Char LaBounty, President,LaBounty & Associates, Inc.

Latest Updates:

Samanage Blog: 3 Steps to Building a People-Centric IT Organization

SupportWorld Article: Selling the Service Value Proposition to Your CIO - Gain Senior Stakeholer Confidence in the Service Organization

SupportWorld Article: Playing for Keeps: Finding Service Maturity with Total Contact Ownership

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)