Conference Presentation

The Journey to Success in Support and Services

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Service leaders often grapple with identifying the most significant operational gaps that are hindering consistent delivery of world-class support and service(s) results. Prioritizing projects, allocating budgets, and engaging the organizational commitment for improvements often comes down to the debate of "what will have the highest impact and on our results?” The answer to this question can be elusive when the gap between best practice and what your teams are doing appears significant. What should take priority? Adding headcount, implementing standardized/global processes, developing solid knowledge base processes, standing up a PMO, installing a new CRM, PSA or other services focused technologies, etc.

Join a panel of your colleagues as they discuss how they designed their journey to success using the TSIA Operational Best Practice Diagnostic Evaluation program. Engage in the discussion to learn how they have efficiently identified operational gaps, prioritized investments, resources and projects, communicated their vision for success, engaged their teams, commenced the journey and are now starting to implementing corrective action.


Presented By:

Tom Pridham


Art Harding

VP WW Professional Services, Riverbed Technology, Inc.

Catherine Frame

Senior Director EMC Global Services, RSA, The Security Division of EMC

Publish Date: October 20, 2014

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Peg Rodarmel, SVP, Subscription Services, Infor

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