Kind Words from Our Clients

It is great to see an organization that is passionate about what it does and it is even more exciting when that organization is able to apply their passion a way that creates lasting value. Pete McGarahan’s organization, McGarahan & Associates, is that type of organization; not only are they leading experts in what they do but they create lasting value for their customers. McGarahan and Associates’ mission is not only to understand your problem and desired end state but to work with you and your staff to ensure that the solution is right sized for your organization, is maintainable and sustainable.

Although McGarahan and Associates uses a well-defined methodology and approach he doesn’t try to make “one size fit all” when working with his clients. Knowing what is important to an organization and, just as importantly, what is not important is something McGarahan and Associates does extremely well.  At the end of the day, Pete and his team deliver more than a well executed and successful project – they leave an organization with the knowledge and tools that they can use to continuously build and improve upon to delivery valued services.
Shawn Johnson, Senior IS Leader in the Energy Sector

Good Afternoon Peter,  First and foremost please allow me to express my thanks for the information you have provided us who are seeking a better way to support our customers.  The documentation on Total Contact Ownership (TCO) you have written is outstanding. It has influenced the company I work for in creating a strong foundation in improving the way we service our customers.  We couldn’t have been successful without the valuable information you provided us.  Thank you,
Nathaniel "Nate" Wood, Service Desk Operations Supervisor

“PURPOSEFUL SUPPORT PRACTICES contains rich and relevant content, fun graphics and straightforward bullet lists makes it mandatory reading for all IT Service Professionals.”
Malcolm Fry, Service and Support Industry Consultant & Thought Leader

“If you read one industry paper this year in hopes of significantly impacting your Support Center's performance, perception and perspective — make it this one!”
Ron Muns, Founder, HDI & Service and Support Industry Thought Leader

I would recommend Pete McGarahan of McGarahan & Associates to you for ITIL training/Help Desk certification. From a personal perspective, I can tell you that Pete is not only knowledgeable, but an outstanding instructor and has helped me numerous times by sharing white papers and documentation long after my certification. I first met Pete when he was an instructor for STI Knowledge/HDI 2000 as my instructor for the Help Desk Director Certification and he continues to be a valuable asset and friend to me.

Pam Gazitano, Manager, Administrative Services, Brink's U.S.


Latest Updates:

White Paper of the Month (Feburary): Measuring Success
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White Paper of the Month (January): Service Leadership (Part 1)
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BrightTalk Service Desk Management SummitService Desk Management Summit: Re-purposing the Service Desk
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Pete Talks: Building the Star Performer Customer Service Team
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Pete Talks: The Power of Metrics, Reporting and Storytelling
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Pete Talks: Building a Successful Knowledge Management Program
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The Premiere of Pete Talks: Changing The Way We Work Together: The “DevOps” Opportunity
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Building the Business Case for Knowledge Management Success
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Password: 02072013 (access the Recorded Webinar here)

Successful Knowledge Management: Lessons Learned From Organizations Who Have Achieved It
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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
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Finding Strategic Value in First-Contact Resolution (FCR)
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Reducing Support Costs with a “Shift-Left” Strategy
(download the Interview here)

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