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

The Augmented Support Engineer: Towards Minimal Effort and Maximal Effect

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

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.

Presented By:

Dr. Sean MacNiven

Head of Research, SAP SE

Publish Date: May 7, 2021

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.