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.

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

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