The Executive Stakeholder Perspective

The sessions in this track deliver strategic guidance for managing sourcing strategies and service providers, building peer and business relationships, improving demand management and service level adherence, benchmarking, empowering and engaging your staff, managing change, measuring the metrics that matter, marketing your support organization, and communicating effectively. Learn how to maximize your organization’s investment in process, people, and technology.


Track Chair

Pete McGarahan

Founder and President, McGarahan and Associates

Peter McGarahan is Senior Director of IT for First American and an industry expert and thought leader in global IT Service Management. He is also the founder of McGarahan & Associates and offers 30 years of business, IT, and service leadership experience. He enjoys sharing his lessons learned and career experiences through published articles and presenting at industry conferences. He has received various industry awards and honors, including the Help Desk Institute’s 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, He can be reached at