Peter McGarahan



Pete McGarahan is the senior director of IT infrastructure services for First American, as well as an industry expert and thought leader in global ITSM with thirty years of business, IT, and service leadership experience. He enjoys sharing lessons learned and career experiences through published articles and by presenting at industry conferences. He has received various industry awards and honors, including the HDI Team Excellence Award for his work with the Taco Bell support organization, the “Top 25 Professionals in the Service and Support Industry” from IT Support News, and “The Legend of the Year” (twice) at the STI Knowledge Symposium and Help Desk Professionals conference. Pete is well known in the support industry for his endless positive energy, leadership, mentoring, and advisory services.

Recent articles

  • Three Takeaways from Musk’s Twitter Takeover
  • Commit to Quality Mindfulness
  • What to Know to Successfully Transition Teams to Hybrid Work Mode
  • Why CSAT Might Be the Most Important IT Service and Support Metric
  • Best of HDI in 2021 - #1: Some Thoughts on Leadership in Service and Support
  • How to Get Started on Implementing Shift-Left Strategies
  • Strategically Implementing a Shift-Left Service Plan
  • The Importance of Strategy in Service and Support Improvement
  • I Redefined Success to Include Capturing Moments of Joy With My Family
  • Playing for Keeps: Finding Service Maturity with Total Contact Ownership
  • Selling the Service Value Proposition to Your CIO
  • Knowledge Management Is Not Optional
  • What Is Your Service Desk Data Telling You?
  • Six Success Tactics for Supporting Mobile Knowledge Workers