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Hey Team,
I realize that I have started to dive into daily tasks without pausing to introduce myself to the team - so I'd like to take this opportunity to fix that!
I have read through the communications Pete has sent along during his time here, and am in full agreement with them. Pete has not just blazed a trail, he has built us a road, complete with curbs, sidewalks and streetlights. :-) Now it's up to us to walk down that road!...............
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Our services to the Service and Support industry include:
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Now offering the ITIL Foundations v3 courses
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Now offering the Finance and Accounting Principles for IT Managers course
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Now offering the Business Case Creation and Presentation seminar
Strategic, Tactical and Operational Best Practice consulting
- Support Strategy and Business Alignment, Assessments, Gap Analysis, Continuous Improvement Roadmaps
- Outsourcing RFP creation, Vendor Selection management, Contract negotiation and transitional project management services
- IT Branding, Marketing and Communication
- Service Desk Best Practices, SLA/OLA creation, Metrics, Reporting, etc..
Strategic Sourcing
- Create Strategic Support Sourcing plans, options and alternatives
- Create Outsourcing requirements
- Vendor RFP creation & process management
- Assistance with vendor contract negotiation
Now offering ITIL Foundations and Best Practice consulting and courses
Training and Certification courses
Speaking Engagements
Executive coaching and mentoring
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Support Strategy, Business Alignment, Value Creation, Career Development and Marketing/Communication plans
Strategic Vendor (Tools) consulting
- Strategic, Positioning, Analyst Relationships, Brand, Features, Partnering and Marketing consulting
Seminar and Conference program creation and hosting
White paper, Position paper, Case Study authoring
Quality Assurance and Mystery Shopping services
Customer surveying services
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The Top 10 Service and Support Best Practices
09/27/2008
The Top 10 Service and Support Best Practices
By Peter J. McGarahan, Founder and President, McGarahan & Associates
I Keep this Top Ten Service and Support Best Practices list on the top of your mind as you engage with customers, team mates ands peers on a daily basis. Focusing on these Top Ten best practices will help you and your team improve the overall performance of the support operation.
Full Article...
What Does it Take to be a Service Leader?
07/03/2008
What Does it Take to be a Service Leader?
By Peter J. McGarahan, Founder and President, McGarahan & Associates
I was at an event recently and had the opportunity to spend some great social networking time with some Service and Support industry friends and colleagues. These service leaders shared their passion for delivering quality customer service, their attention and understanding of the many intricate and interrelated details of service and support and their positive energy for creating a service culture by empowering individuals to work as teams. Their experiences are first-hand. They only excelled after experimenting with calculated chances aimed at proving conventional wisdom wrong. This conversation brought me back to the question of what does it take to be a Service Leader?
Full Article...
Your help desk career: Dead end or launching pad?
05/01/2008
Your help desk career: Dead end or launching pad
By Thomas Hoffman
A role on an IT help desk is what you make of it, tech pros say -- just don't get too comfy.
April 30, 2008 (Computerworld) When Anthony McCloud graduated from Graceland University in 2000, he didn't have a smidgen of business experience. He didn't know the first thing about business processes, customer service, or the quirks and habits of business workers.
Now he knows all that and much more. McCloud has spent the past seven years working in help desk-related roles at four companies, including stints for a high-tech equipment maker and a small restaurant chain.
The experience he has gained from learning about different businesses and "intermixing" with various types and levels of business workers has been priceless in terms of strengthening his communication and relationship skills, McCloud says.
To read the entire article and hear Pete's Perspective in ComputerWorld, please click here:
(http://www.computerworld.com/
action/article.do?command=view
ArticleBasic&articleId=
9080699&intsrc=hm_ts_head).
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