Conference Presentation

Growing Up: How to Drive Change in a Maturing Services and Support Organization

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When transitioning from an agile start-up to a mature, established business, every services and support organization goes through growing pains. At Akamai, we found that as we got bigger and our organization became more complex, driving organizational improvement across different functions, geographies, and management tiers became harder. Simple projects to improve a PS process, change a tech support role, or implement a new training system could stall out due to lack of support or clashing opinions. We resolved this by taking a page from the Product Development playbook and developed a framework for driving cross-functional collaboration and organizational buy-in on every change.

Presented By:

Jennie Leigh

Senior Director of Service Enablement, Akamai Technologies, Inc.

Publish Date: October 21, 2014

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