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.
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.