Today's support staff are tasked with ever-higher levels of performance, whilst accompanying resources remain flat, or even in decline. Among the many ways that engineers lose productivity, task-switching, poor information quality, and challenges finding experts (let alone experts that are available to swarm with), rank highly. What if it did not have to be that way? What if, we could engineer an environment that would react to contextual cues, tailored to match an engineer's workflow and to react dynamically, providing the right information, in context and at the right time, whilst minimizing unnecessary distractions? In this session, you will learn about SAP's work around developing a dedicated integrated support environment to enable and augment every major activity in an engineer's daily work, powered by a living laboratory designed to facilitate the choice architecture and dynamic personalization based on user behaviours. Join this session to learn how you too, can begin to augment and optimize your workforce.