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Join us for this lunch time event on October 25th from 11:30-1PM (lunch will be served)

Topic: Knowledge Management Is Not Optional

Peter McGarahan will share his First American Knowledge Management beginning with the realization that Knowledge was not an option, but a critical component in future of our continuous improvement maturity journey. There was some resistance and hesitance to implementing and operationalizing KM with in the service and support teams. I strongly believed that KM was a choice versus a mandatory requirement for continuous improvement and sustainable success. We agreed that doing KM right would be a game changer for us in terms of quality, speed, and customer satisfaction and prepare us for future opportunities in supporting our business. We worked hard to ensure we could successfully integrate KM into the incident management workflow, author quality content and require Knowledge Centered Services (KCS) best practices of search always and Use, Flag, Fix, and Add (UFFA) knowledge articles (KAs) into our “single source of truth.” Pete will share with you why Knowledge Management is so critical to realizing results from the implementation of the Shift-Left Service Strategy. Additionally, how critical it is to get the buy-in of stakeholders, service owners and service delivery teams as they author articles to deliver Knowledge “at the speed of conversation” enabling First Contact Resolution and self-service usability. Pete will also share the metrics, reports, scorecards displaying the rippling and resulting impact of their Knowledge Management practice at First American.

Event Details:

Date: 10/25/2018 11:30am - 1pm

Venue: La Jolla Library

7555 Draper Ave, La Jolla, CA 92037

*Note: street parking available


Speaker: Peter McGarahan
Peter McGarahan, Sr. IT Director for First American is an Industry Expert and Thought Leader in the global IT Operations & Customer Service industry. Peter was the founder of McGarahan & Associates and offers 30+ years of IT, Business and Service leadership. He is passionate about sharing his lessons learned and career experiences through published articles and presenting at industry conferences around the world.


September 13 2017 HDI Chapter Meeting: Sean Ferrel on the topic "The Future of Cloud Marketplace

The Future of Cloud Marketplace 
Speaker: Sean Ferrel  

Please join Sean Ferrel as he talks about cloud marketplaces, brokerage and the long term effects of managing your customers cloud strategy.  The world of public cloud offers a whole new world of reoccurring revenue for all of us!
Over the next several years, public cloud management will be key to the success of both distributors and integrators alike.  Cost management, brokerage, and overall management will be at the center of how we manage our customers and automation will allow us to quickly make decisions that allow us to make informed decisions when working with these providers.
Large Public Cloud Providers are just starting to gain maturity and most organizations are taking a deeper look at these utility models.  While we all have our favorite cloud partners, so do our customers and it's important we look at cloud much like we look at purchasing airline tickets, compare all brands and make sure getting from point A to B is seamless and cost effective. 
Will we live in a world where we bid our datacenter space out to the highest bidder or can we call the shots on price, performance and overall spend....we believe so!

                                  About Sean

Sean Ferrel graduated from The University of San Diego in 2000 with degrees in both Business and Information Services.  Shortly after graduating Mr. Ferrel began working for TEKsystems, one of the largest IT placement firms in the United States.  During his tenure with TEKsystems, Mr. Ferrel worked as a Business Development Manager for major firms throughout the Southwestern United States in the government and commercial sectors.
Mr. Ferrel founded Managed Solution in 2002. Managed Solution quickly expanded and began working in the Managed Services and Systems Integration space. 
In January 2016, Mr. Ferrel launched StratoGator, the world's only cloud service brokerage site where aggregation of top tier cloud providers in Infrastructure as a Service (IAAS) can be compared. Mr. Ferrel is also currently involved in many outside organizations including Vistage International, American Institute of Technology Professionals, Just In Time Foster Youth, USD Alumni Board, among others.  Mr. Ferrel has been a featured speaker in many live seminars, teleconferences, television and radio engagements regarding technology within the Southern California business community.


Where?  ** New Meeting Location (North county)**
Neurocrine Biosciences Inc
12780 El Camino Real
San Diego, CA 92130
Wednesday, September 13, 2017 11:30-1pm PST

**A light lunch will be provided
Members: Free - Non members $10

Lunch to be provided from 11:30-12
11:30-12 - Networking
11:50-12 - Chapter business / Intro
12-1pm - Topic: The Future of Cloud Marketplace