Purposeful Support Practices
 

Purposeful Support Practices

with Pete McGarahan
Tuesday, Jul 17, 2012

Purposeful support practices are an innovative way of looking at widely accepted service management processes, with an emphasis on achieving desired, measurable end results. Purposeful practices should always be open to investigation and continuous improvement, thereby increasing their value to the business.

Designed with the realities of reactive day-to-day support operations in mind, purposeful support practices are exceedingly practical in their common-sense approach to implementing support processes. In this webinar, Pete McGarahan will cover each of the five purposeful practices, as well as the components that ensure their measurable success.

 Key Points: 

  • Success comes through integrating purposeful practices with the tools, people, and existing processes to achieve the desired measured results.
  • A “shift-left” service strategy requires continued focus on implementing purposeful practices to show the impact of moving problem resolution from escalated groups through to the ultimate goal of problem elimination.
  • UFFA, a practical knowledge principle, helps leaders manage team accountability for the quality, use, and measured effectiveness of their knowledge content and program.

View the Webcast Recording

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About Our Speaker(s)

pmcgarahan928
Pete McGarahan
President
Peter J. McGarahan is the founder and president of McGarahan & Associates. Pete's value to the service and support industry and business is his thought leadership. As a practitioner, product manager and support industry analyst and expert, he has influenced the maturity of the service and support industry. His passions for customer service led the Taco Bell support organization to achieve the HDI Team Excellence Award. IT Support News also named him one of the "Top 25 Professionals in the Service and Support Industry" in 1999. Support professionals voted McGarahan "The Legend of the Year" in 2002 and again in 2004 at the Help Desk Professionals conference for his endless energy, mentoring and coaching and his valuable contribution to the support industry and community.