How can CTA program help a person in 'REALITY'? How CTA can help a company?

[Samantha Sam]

How can CTA program help a person in 'REALITY'? Do they really gain 'ALL' the technical knowledge in depth? Will they be be able to help solve any technical challenges?

I have been working with ServiceNow over last 8 years. In every project we come across one or the other challenges/issues while implementing a the product/solution in areas like IntegrationHub, Adaptive authentication, Encryption, Service bridge, instance data replication, Integrations, debugging issues etc.

There are few CTAs in my company. Whenever we go to them and represent our problem, we dont get a solution immediately. They will say give me some time or give many links to community posts and even say to raise a support case.

==When seeking help to write a code or debug a code, they say they are not into in-depth scripting, they just can tell which approach to use (finally our fellow junior developers would only solve them)

==When we seek technical help for certain products like GRC, Now Assist, Virtual agent - the answer we get is 'I have not worked on that product' (so CTA is for particular ServiceNow product only?)

== For any operation issues, after hearing out the story completely, they say better to raise a support case.

We literally dont get any help from them.

Our only ServiceNow guru is "community". Most of our queries would already be posted by someone or once we post our question, we get a solution 😉

I and my juniors always keep wondering why do we need CTAs when we can do everything ourselves when we have google and chatgpt (ofcousre not blindly trusting it, we use our brains) 😄

[Uncle Rob]

---

@Samantha Sam wrote:

There are few CTAs in my company. Whenever we go to them and represent our problem, we dont get a solution immediately. They will say give me some time or give many links to community posts and even say to raise a support case.

There's a lot going on in this statement.  Consider:
The role of the CTA is really to be a customer facing resource to provide seasoned guidance on deploying good architecture.  It's possible that at your org, the CTA's are simply too busy in that role or have zero resource commitments to solve the internal questions. 

Consider also that "give me time" MIGHT suggest your question is bigger than a simple answer.

Consider also that if they give you links to community posts, that they're guiding you to find the answer yourself.  Or saving the labor of answering questions with pre-existing sourced answers.

[Samantha Sam]

---

@Uncle Rob wrote:

---

The role of the CTA is really to be a customer facing resource to provide seasoned guidance on deploying good architecture.  

I have also been part of many customer calls, sales calls, presales discussions. We got requirements to implement TSM, FSO, AIOps etc.

But our CTAs are not into those products, they were helpless and we ended up in hiring professionals externally.

Consider also that if they give you links to community posts, that they're guiding you to find the answer yourself.  Or saving the labor of answering questions with pre-existing sourced answers.

We of course go to them only after doing our homework. We expect the actual technical solution for a problem statement, not the links. Our buddy Google is already doing that for us 😉

[Uncle Rob]

"Our CTAs just send us links"
"We don't go to the CTAs until we've done our homework"
"Our buddy google is already doing that for us"

Something isn't adding up here.  I only know I that I hope I'm not judged by the individual questions I never had the answer to.

[Samantha Sam]

Sorry if my query is not clear to you, but I tried to explain the best I could.

I did read a lot about what ServiceNow says about "CTA". 

"The Technical Architect is responsible for analyzing and translating business information and technical requirements into architectural blueprints, proposing solutions to achieve complex business objectives. The position provides guidance on, assists in establishing, and participates in technical governance processes."

Being part of 14 week program, presenting a architectural solution for a given case study, gaining a CTA badge, but not being able to create a blueprint, design and solution for applications which they haven't worked on (ex TSM, FSO, AIOps, GRC, Service bridge etc)  or platform capabilities which they have not worked on (ex Encryption, Vault, Gen AI etc)  --- and still being called as CTA, not sure what to say 🙂

Just to make it clear, I am not targeting any CTA, I am not judging any person, just tried to understand what benefits an org. would get from a CTA.

[-O-]

just tried to understand what benefits an org. would get from a CTA

If you ask me, it is about when two CxOs meet at the golf course for a match, they can brag about who has the more CTAs. 😎