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

Kind Words from Our Clients

From the delivery of your materials, your humor and quotations made my learning educational and enjoyable. You make learning fun. You made me feel as if you were concerned about what I was absorbing from the material, even down to sharing your family pictures. You are fearless and not one time, did you lose control of your class. You kept us all on track and at the same time catered to the many personalities that come with any organization.
Terence Gray, Department of the Army, Information

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)