This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

Aligning Support Personnel and Process to Deliver Outcome Based Support - Session 2 Conference Presentation

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.


Transformation: ServiceNow's End-to-End Enablement Roadmap for World Wide Cloud Support
Presented by Andrew Papparides and Aneel Jaeel, ServiceNow

Discover how ServiceNow, a growing Cloud company, transformed the education and enablement of new Technical Support Engineers (TSEs) to develop an end-to-end flexible enablement roadmap.

You'll hear how ServiceNow has transformed this space, utilizing a robust, structured, and a worldwide consistent framework in collaboration with their colleagues worldwide, enabling a consistent approach for educating and enabling all new TSEs. You'll also learn how ServiceNow designed and executed this effort and see how they got to where they are. Additionally, they're share what their future plans are in this space, performing in the best interest of the customer, while at the same time removing ambiguity and introducing career development and job enrichment for all TSEs.

Providing Greater Customer Success by Moving from Fixing to Advising
Presented by Paul Selby, Symantec

Hear how security software leader Symantec evolved its Business Critical Services, a premium service program mostly focused on rapid problem resolution, into a portfolio of Customer Success offerings, providing a more proactive, advisory service appropriate to Symantec's large and varied customer base.


Presented By:

Andrew Papparides

Director, Customer Support, ServiceNow

Aneel Jaeel

VP, Global Customer Support, ServiceNow

Paul Selby

Principal Product Manager, Services, Symantec Corporation

Publish Date: June 20, 2016

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.