How to End Tribal Knowledge and Make Every IT Practitioner an Expert

Tuesday, October 20 at 11 AM EDT / 8 AM PDT / 4 PM BST

We'll be LIVE from Orlando, FL!

Every IT organization has a small group of people who hold the answers everyone else depends on, and that dependency carries a cost that never appears on a dashboard. It shows up in constant interruptions, on-call rotations that keep routing back to the same names, investigations rebuilt from scratch every time an incident resurfaces, and the pressure carried by the one person who knows how the environment behaves under stress.

In this live session, Zack Austin and Derek Pascarella lay out a practical model for capturing that expertise and putting it to work across the entire team. The result is a team where every practitioner resolves issues with the speed, consistency, and confidence of your most experienced engineer.

What You'll Learn

• Why frequent, repeatable, high-confidence procedures deliver the fastest return, and how to prioritize them ahead of the edge cases.
• How Resolve's platform interprets user intent and context, fully governed workflows execute known actions with consistency and auditability, and your people apply judgment where exceptions demand it.
• Watch an SME-led incident procedure become a tested workflow with built-in validation and escalation.
• Understand how to measure hours returned, interruptions avoided, onboarding time, escalation quality, and employee confidence alongside MTTR and ticket volume.
• If your most critical operational knowledge lives in a handful of heads, this session gives you a clear, measurable path to put it in the hands of every practitioner on your team.