26/06/2008. Published: December Leading Edge Technology on an Enterprise Scale

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1 Preparing to Deploy Windows Vista and the 2007 Office System at Microsoft Published: December 2006 Agenda Overview Communication Team Communication Plan Resources Feedback Best Practices / Lessons Learned Leading Edge Technology on an Enterprise Scale 3,000 internal applications 5+ million internal s daily 129,000 accounts 1 million remote connections/month 20 mil inbound e- mails per day 96% inbound mails filtered 98 countries 141K clients 36 million IMs per month 1

2 Overview Business Challenge Results/Benefits Microsoft IT needed to deploy Windows Vista and the 2007 Microsoft Office system to more than 90,000 Microsoft desktop computers throughout the world. Microsoft IT established a plan to coordinate the activities of the various groups working on the deployment, and to educate the thousands of users who would upgrade to the new operating system and productivity suite. Minimized the costs of deployment Minimized the disruption to normal business workflow caused by deployment Maximized users productivity gains through new features and functions Situation Microsoft IT provides global IT Services to more than 400 locations Microsoft IT needed to deploy Windows Vista and the 2007 Office system to more than 90,000 desktop computers Microsoft IT needed minimize costs and risks by creating a deployment plan Microsoft IT established a collaborative deployment program Examine potential impacts Identify key areas for programs and processes Focus areas included program management, application compatibility, hardware readiness, deployment process, support, user education, communications 2

3 Program management team: Spent months planning deployment Consisted of project managers and technical experts Needed to adapt elements of IT environment Microsoft IT had to ensure interoperability between LOB applications and Windows Vista Microsoft IT took eight steps to set up the application compatibility testing program Each user s desktop system had to meet hardware requirements Microsoft IT developed four hardware specifications Complex network environment includes managed and unmanaged workstations Managed systems migrated in a controlled fashion; unmanaged systems used a self-host process Microsoft IT developed a support plan Escalation plan provided four tiers to deal with support calls Microsoft IT carefully planned and scheduled training for support personnel Microsoft IT created a list of support articles and training materials Support personnel received updates during deployment 3

4 Microsoft IT provided comprehensive instructions and guidance to educate users Internal Web sites include targeted information, and opportunities for feedback and research Microsoft IT sent an newsletter every three weeks ELF identifies relevant topics in Windows Online Help and Support, and Office Online Externally available learning content for information workers: Windows Vista redesigned Help system Windows Online Help and Support Tips & Tricks for Windows Vista EPE reference guides Microsoft IT employed a multifaceted communications approach Program communications team used regular e- mail, targeted , project Web sites, and a self-help support portal Program communications team used push and pull methods to educate users according to their job roles Users received a regular newsletter 4

5 Best Practices Program management Dedicate the required time and resources Document planning and execution Perform the deployment based on the plan Construct a flexible schedule Identify points of contact Hardware Be aware of minimum hardware requirements Align deployment with hardware provisioning Best Practices Deployment Simplify end-user installation experience Plan for coexistence of operating systems Plan the coordination of installation images Deploy a Key Management server Helpdesk training Plan to support all operating systems Communications Establish regular communication methods Communication & Education 5

6 Overview Microsoft IT Communications needed to inform, educate, and support the worldwide Microsoft community around the deployment of Windows Vista. Microsoft IT Communications developed a comprehensive, multi-faceted communication plan. Microsoft users had the information and support that enabled them to install Windows Vista. Communication and Education Goals Communication Notify and educate users about the availability of the Vista release Educate team members and stakeholders Identify opportunities to work with other groups Coordinate communications across IT services Create excitement Education Provide timely user training Ensure that support teams are fully prepared Challenges Deployment process needed to change because the user base changed Vista was one of four separate and major simultaneous product releases Windows Vista Office 2007 System Exchange Server 2007 Microsoft Managed Services (now BOSG - Business Online Service Group) Tested new educational tools and delivery methods for education 6

7 Communications Team Communication Focus Timeline and milestone awareness MS IT Communications User support and education resource awareness Local and subsidiary support awareness Executive Group Product Communication Plan Generated interest and excitement Provided general information MS IT Communications pushed information to the Puget Sound users Users pulled the information according to individual needs All communications to the regions came from Regional IT Regional IT customized the communications for their user base 7

8 IT Admin Resource Enterprise Learning Framework (ELF) User Resources IT Web Windows Online Help and Support Everyday Productivity Education (EPE) Helpdesk Feedback User Direct Mid-deployment deployment survey Internal online feedback site with comprehensive reporting capabilities Microsoft Online Help topic feedback Everyday Productivity Education guide hits Helpdesk call statistics by symptom Regional feedback and installation metrics 8

9 Best Practices Communications Executive collaboration included Vista deployment mentions IT Marketing Communications (IT MarComm) hosted a weekly call with representatives from each communication delivery vehicle Mentions on MSW (Microsoft Intranet) Regional Single Point of Contact (SPOC) Synchronize messaging between IT and Business, Marketing, and Sales Targeted excluded user groups on conflicting programs, reinforced with web messaging Best Practices Education ITWeb contained a wide range of scenarios and comprehensive, timely FAQs and Known Issues, developed from public resources, user feedback, and internal call center metrics Utilized the Enterprise Learning Framework (ELF) to deliver timely, appropriate learning topics. Conducting a survey part way through the deployment allowed MS IT to understand the user experience Lessons Learned Tight communications with Regional Management Formalize the trickle-down effect for information Simplify process steps. Consolidate documents in fewer places. Engage local management (in an organized, coordinated manner) to buy in and encourage adoption. Plan installation fairs closely. Do not overstaff. Events should promote deployment and share resources, not just showcase the new features 9

10 Conclusion Careful planning, training, user education, and the latest deployment technologies helped: Minimize the costs of deployment Minimize the disruption to normal business workflow caused by deployment Maximize end users productivity gains through new features and functions Conclusion Timely and efficient communications are a key to a successful deployment Readily available information and support are critical Executive buy-in is essential Cross-group collaboration eased confusion Flexibility to be able to scale invitations to Helpdesk volumes is invaluable Are there any questions? 10

11 This document is provided for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT Microsoft Corporation. All rights reserved. This case study and presentation are for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, SharePoint, Visio, Visual Studio, Windows and Windows Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. For More Information Application compatibility testing windows/appcompattcs.mspx Hardware requirements aluate/hardware/default.mspx Features that help streamline deployment ment/default.mspx Appendix 11

12 Reference Slides SharePoint Internal Portal Newsletter 12

13 ITWeb/Windows/Vista EPE Guides Fast Help 13

14 For More Information ELF ment/bdd/elf/welcome.aspx Tips & Tricks for Windows Vista EPE reference guides mspx For More Information Additional content on Microsoft IT deployments and best practices can be found on Microsoft IT Showcase Webcasts ebcasts Microsoft TechNet This document is provided for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Aero, BitLocker, Windows, and Windows Vista are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. 14