Webinar: Successful Knowledge Management – Lessons Learned From Organizations Who Have Achieved It

Successful Knowledge Management – Lessons Learned From Organizations Who Have Achieved It


The success of implementing technology and business changes across the enterprise has never been more critical to a company’s market relevance, financial growth and employee productivity. As companies grow in either size, service and product offerings or complexity, the increased demand to deliver consistent high quality services becomes more and more challenging. Knowledge Management (KM) has the power to transform the way services are delivered and experienced by both the valued customer and the productive employee as business is conducted on a daily basis. Organizations continuing to struggle with measuring sustainable business benefits from implementing technology and business change will benefit greatly from the industry lessons learned from successful KM implementations.

In this free, one hour interactive webinar, Peter McGarahan, a support industry analyst and expert, will share his experiences and thought leadership on successfully implementing KM to support and enable technology and business change across the enterprise. Peter will provide lessons learned and recommended practices from his Service Delivery and Knowledge Management (KM) consulting experience that will change your perspective on how to do Knowledge right! Joining Peter for this interactive and engaging discussion is Simon Yelsky, VP of Product Management & Customer Support at RightAnswers.


Attendees of the webinar will gain valuable insights into the following aspects of the topic:

  • How Service leaders can best position and leverage knowledge for any technology and business change
  • How to best approach planning for your next enterprise technology and business rollout with the end-result in mind
  • Assessing your organizational maturity, identifying and addressing the gaps in performance to deliver a consistently better customer experience for customers and employees
  • Introducing Knowledge-Centered Support (KCS) best practices into your service and support environment to address resolving issues, answering questions and fulfilling requests
  • Communicating and marketing the availability of "help thyself" functionality for better adoption, higher success rates and improved customer experience

To register and view webinar, click here.
First Contact Resolution - The Performance Driver!

Slideshare Online Slide Presentations - First Contact Resolution - The Performance Driver!


Pete McGarahan’s presentation to HDI Orange County 1/6/2010




Strategies for an Efficient & Highly Effective IT Support Organization

Slideshare Online Slide Presentations - Strategies for an Efficient & Highly Effective IT Support Organization


Best practices and proven strategies for improving first-contact resolution, customer satisfaction and resolution ownership by optimizing existing resources.




All for One and All for One - The Power of Teaming

Slideshare Online Slide Presentation - All for One and All for One - The Power of Teaming


Purpose: To celebrate the team; to refocus ourselves on teaming; to learn from other successful teams; to engage ourselves in trust and open communication with our team mates.



Video - Are Industry Best Practices Getting You The Results You Expected?

Are Industry Best Practices Getting You The Results You Expected?


Presented by Peter McGarahan, President of McGarahan & Associates.

Best and good practices in the support industry are plentiful. These process practices are guidelines for focusing more on "what you should be doing" rather than "how you should be doing it" with little to no regard for the influential environmental factors.

Purposeful Practices are an innovative way to look at these widely accepted processes with an emphasis on achieving a desired, measurable end result. Purposeful Practices are always open to investigation and continuous improvement to increase the value of these services to the business.

Designed according to the realities of the reactive day-to-day support operations, the purposeful support practices are more practical and have a common-sense approach to implementing support processes. We will cover each of the Five Purposeful Practices along with its purpose statement, the tools necessary for enabling the practice, the all-important people component and metrics that matter.

Key Learnings Are:
  • More than just implementing best practices; success is in integrating Purposeful Practices with the tools, people and existing processes achieving the desired measured results.
  • In a 'shift-left' service strategy, you work to drive resolution closest to the customer while leveraging call mapping to target repetitive issues for elimination.
  • UFFA Awareness! Exposure to the Knowledge Principle of UFFA - Use, Flag, Fix and Add. Service Leaders are making UFFA a part of day-to-day operations and holding people accountable for the quality, use and measured effectiveness of their knowledge program.


Webinar - Learn How to Create a Highly Efficient and Effective Support Organization

Learn How to Create a Highly Efficient and Effective Support Organization

Service organizations are confronting continuous pressure to drive productivity gains and need to revitalize their service strategies. They must launch permanent improvement initiatives that are tightly linked to performance and financial metrics.

Hear industry thought leader Peter McGarahan as he discusses and prescribes best practice strategies for creating an efficient, effective service delivery organization.

  • Key steps for assessing needed improvements in your organization
  • How to ensure your service strategy is aligned across all components
  • Proven practices for achieving better efficiencies with your resources

All registrants will receive a copy of the presentation slides.

View webinar here.


Lecture Notes - "Metrics That Matter"

Metrics That Matter

Organizations continue to struggle with measuring what is important to the business as well as the strategic and tactical role of the service desk. Best-in-class support organizations are always investing in their business to increase efficiency, effectiveness and improve customer satisfaction to positively impact the bottom-line. Support leaders not only know these investments improve customer satisfaction; they can prove it by better understanding theMetrics That Matter. It is important for these support leaders to get out of the office and spend time with their customers and the business to determine what is the foundation for developing metrics that matter. Upon the discovery of what matters most to the business, you then work to figure out how to measure it. There are more than enough metrics to measure. Focus on what you must measure in terms of operational, financial, customer and business performance metrics. Keep it simple and keep it relevant to what really matters most to your business.


Lecture Notes - "The Service Desk Survival Guide"

The Service Desk Survival Guide

Economic cycles bring alternating waves of funding and budget cuts, creating an atmosphere of success and/or tragedy. In this atmosphere, Service Desk managers must be prepared to defend the value of their support organization to the business, or they risk not surviving. How can Service Desk leaders prepare themselves for budget battles by not only surviving, but also thriving? What strategies and tactics can they employ to survive, operate a cost-effective, best practice driven Service Desk function?


Lecture Notes - "Career Opportunities for Support Professionals"

Career Opportunities for Support Professionals

Mark Twain said, "You can be on the right track and still get run over by a train". To prosper in a world of increasing globalization, fierce competition, downsizing, outsourcing and offshoring, support professionals must focus on differentiating themselves with a value proposition. It is important in today’s business world to continuously improve your skills to meet market demands. The importance of IT within the business is unquestioned – the importance of IT and support professionals continuing to build their business acumen, communication, financial and leadership skills should be a high priority! Pete speaks on acquiring the right skills and experiences to become a value-add to the organization. Support professionals and leaders need to broaden their scope of services and create expanded opportunities for their staff. Support professionals today must be the "CEO of You" and treat themselves and their careers like their own business. Pete covers topics like networking, continuous education, achieving and communicating results.


Lecture Notes - "Executive Overview of ITIL Best Practices for Service Desk Management"

Executive Overview of ITIL Best Practices for Service Desk Management

Presenter: Pete McGarahan, Founder and President of McGarahan & Associates, HDI Sponsored


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