Leveraging SCP for Building and Maintaining World-Class Global Support
by Paul Esch, Director Support and Services- Nokia

The Nokia Technical Assistance Centers supporting IP Network Security Solutions has leveraged the SCP program to build and maintain world-class global support. Operating 3 regional centers in a follow-the-sun model Nokia required a program that could be leveraged globally to ensure consistent and world-class support to customers and partners. This case study will look at the road to SCP certification and explore the challenges and benefits that resulted.