Peter J. McGarahan

Monthly shows feature State-of-the-ITSM-Industry topics & guests hosted by Service and Support Thought Leader and Industry Expert Peter J. McGarahan.

[Peter J. McGarahan @PeteTalksITSM]

"Pete Talks" Building A Star Performer Customer Service Team" -
Join us Tuesday, February 05th 12PM EST: https://t.co/CLt58vgD"

[Peter J. McGarahan @PeteTalksITSM]

CIO's seeing the need to create IT Marketing programs and positions to sell the value of IT to the business http://t.co/5s7gb24z

[Peter J. McGarahan @PeteTalksITSM]

A Happy and Blessed New Year to all! May the New Year bring us peace and prosperity through friendship, thoughtfulness and creativity

[Peter J. McGarahan @PeteTalksITSM]

Proud to be included as one of the Top 10 Best of the Best Support Resources of 2012 http://t.co/lNQkg0bq

[Peter J. McGarahan @PeteTalksITSM]

Special thanks to @malcolmfry for being the guest today. #PeteTalks

[Peter J. McGarahan @PeteTalksITSM]

Next #PeteTalks is February 5, 2013. Happy Holidays.

[Peter J. McGarahan @PeteTalksITSM]

Key question: What can IT do to help you achieve objectives better, faster, more effectively? @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

Buy your own technology; use IT as a broker. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

IT is coming to the point like deregulation of the power industry. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

Don't forget to ask what IT can do to help meet business objectives. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

Call an SLA what you want; to me as a business mgr, it's a contract. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

Talk to mgmt in the business about what's important to them. There's probably a monthly cycle. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

Good Day: Targets met or exceeded. Bad Day = targets missed. #GoodDayBadDay @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

You can make reporting 1 number, and even have a smiley or frownie on your website.@malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

The ITIL books contain lots CSF's and KPI's; your job is to pick out which ones make sense. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

As a biz mgr, I want to know that the person sitting at that desk is as productive as possible. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

Decide what's a good day and what's a bad day and track it each day. @malcolmfry #PeteTalks #ITSM #metrics #POM #GoodDayBadDay

[Peter J. McGarahan @PeteTalksITSM]

We can't use all the metrics ITIL lists; we need to pick out what's really important. @malcolmfry #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

Key question: How can I separate what's important to me (mgr) from what's important to the business? #PeteTalks #ITSM #metrics #POM

[Peter J. McGarahan @PeteTalksITSM]

We need to have a purpose for reporting. #PeteTalks #ITSM #metrics #POM