-
Pamela Fowler
- Female
- Orland Park, IL
- United States
- Share
- Share on Twitter
- Share on Facebook
- Blog Posts
- Discussions (2)
- Events
- COIs (3)
- Videos
Pamela Fowler's COIs
-
Partner Mgmt
26 members
-
Women in Services
25 members
-
Small & Medium Sized Bus…
38 members
Pamela Fowler's Discussions
Implementation of a Global Support Specialist Model
9 Replies
Started this discussion. Last reply by Steven Earle Jan 4.
Pamela Fowler's Page
Gifts Received
Pamela Fowler has not received any gifts yet
Latest Activity
Pamela, I have extensive experience in this arena especially embracing emerging models and tools to allowing for both measurement and collaboration across the entire enterprise. Please send me a message and we can discuss at length
Steve
Pam,
What you are describing is fundamentally what the "Adapative Organization Model" (aka Betty) is trying to achieve. The Cosnsortium of Service Innovation developed this theoretical model. In practice, my experience is that you need for 5 critica…
Hi Pam,
Globalisation of higher levels of support brings a whole host of issues that you will need to address.
I agree 100% with the comments below regarding standardisation and measurement have to be in place to achieve what you want to achieve. Wi…
Hi Pamela
There are several challenges to manage issues within a specialist team that is spread geographically. Here are some things to take into consideration:
1. Is the plan to work any issue with the specialist team 24x7?
2. Does the issue requ…
Pam
I would agree with some of the comments below. I set up a global support organization for Pitney Bowes and the key was consistent operations across the world. I also use swarming and virtual teams to achieve the issue response SLA's. The owners…
Pam,
I led an effort at IBM centralize 44 help desk operations globally. There are important intermediate steps to getting to global sharing of resources, including measurement. A crucial step is standardization. It is of utmost importance to have i…
Pamela,
I have done this at several large companies. Creating, utilizing and managing global skill pools is a very difficult process and leading edge in many ways. Good for you and your company for recognizing the need. I am a consultant and can hel…
Hello Pamela & David,
One idea to consider can be to assign task to specialists instead of 'moving the issue'. In this model, frontline keeps ownership of the issue during its lifetime but seek help on complex tasks, which may include confirming wi…
This Community of Interest is focused effective partner management in professional services.
Group dedicated to professional development and networking for the association members
September 10, 2009 from 10am to 11am
Register here for this live SSPA Webcast, we’ll explore the latest and greatest KM practices that have proven successful for companies just like yours. You'll learn why and how the application of KM has proven to be beneficial for most enterprises t…
The SMB COI allows members to have open discussions on issues specific to the SMB market segment. The SMB COI features a quarterly collaboration telephone meeting, tailored conference sessions and this online collaboration tool.
Hello Pamela - we have just started a similar initiative so I'm quite interested as well to hear from others who might have been through this already.
David
We are looking to move our specialist model, next level above the frontline support, to a global model as opposed to a regional based model.
Does anyone have any experience on how to manage issues within in a specialist team across a global model?…
Profile Information
- Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
- SSPA
- First name
- Pamela
- Last name
- Fowler
- Company
- Ingres Corporation
- Level
- VP
- Primary Job Function
- Delivery
- Please provide a brief bio and collaboration interests (not required)
- Pamela Fowler has upwards of 20+ years in the IT Technology and Computer Software space. Main focus during this time has been in database technology, support delivery and operations.
Comment Wall (1 comment)
- At 9:20pm on May 11, 2009,
Shawn Santos said… - Pamela, I am happy to welcome you to Tech Services Forum (aka TSF). Thanks for being amongst the first hundred and fifty (or so) members to join!
It's not easy being the first one to show up at the party...so special thanks for your bravery and willingness to participate in this great new resource!
Not only are we offering this communication platform to specific Communities of Interest (COIs) within AFSMI, SSPA and TPSA (such as the recently launched Women in Services COI), but we have opened most areas to the IT services industry at large. I hope you will help make this resource a valued asset for you, your peers and the industry by actively participating.
Here are a couple of pointers to get you started:
1) If you haven't already, complete your profile and edit your preferences. And yes, everybody would love to see a photo of you as well.
2) Ask & answer questions in the general discussion forum
3) Join or start a specific group or Community of Interest
4) Check out upcoming events or browse the member directory for networking opportunities (remember, you have to "friend" someone before you can message them directly)
5) Finally, it's important to get your feet wet! Get out there and say hello, let folks know who you are, what you're working on and how you can help.
If you have any questions, check out the help section of the website and please don't hesitate to contact me directly!
Cheers, and thanks again for joining!
Shawn
858.673.3052
© 2010 Created by Shawn Santos
