vitalyst and microsoft services€¦ · new approach for digital adoption success: ... user...
TRANSCRIPT
VITALYST AND MICROSOFT SERVICESFY19 PARTNER ENGAGEMENT
2
Digital platforms are being deployed to improve collaboration and efficiencies, but people are not using them
Organizations are struggling to gain benefits from digital initiatives because end-users’ productivity remains low
75% of all digital transformation projects fail to deliver their intended business benefits
WHAT’S THE CHALLENGE WITH DIGITAL ADOPTION??
Digital initiatives/technology adoption issues within large corporations are endemic and very costly—because:
*Source: Gartner
X
PACE OF CHANGE
YesterdayNow
A predictable and stable business environment allowed for long term planning
Unpredictable and dynamic business environment
creates need to be prepared for change
3
WHY THE DISPARITY? Old School Approach
User focus is an afterthought. Rather than engaging users in the process, an email containing a link to training, for example, is sent post-deployment.
Lack of Sponsorship
Ineffective Change Management
Traditional, One-Dimensional Learning Approaches
Other Factors Adding to Disparity
Rollout timeline
Rol
lout
res
ourc
es
Project management
Change management
Value
4
NEW APPROACH FOR DIGITAL ADOPTION SUCCESS:FOCUS ON PEOPLEContemporary ApproachUser adoption is a parallel, integrated work stream that includes deployment and involves a greater sense of change management.
Human Side of Deployment
• Awareness, desire and WIFM need to be present early in the process
• Customized training programs that meet employee needs and expectations deliver long-term impact and leads to increased consumption
• Large deployments finish on time and on budget
• Desire to take a cautious, serialized approach to deployment is removed
Rollout timeline
Rol
lout
res
ourc
es
Project management
Change management
Value
On average, large IT projects Change management is a success enabler
WHY IS ENABLING ORGANIZATIONAL CHANGE SO CRITICAL TO DIGITAL INITIATIVES?
6x Increased likelihood of meeting objectives
& 7% over time
Source: Inc., P. (n.d.). Executive Summary of Best Practices - 2016. Retrieved August 18, 2017
Run 45% over budget
Delivers 56% less value than predicted
Source: McKinsey, Michael Bloch, Sven Blumberg, and Jürgen Laartz. (n.d.). Delivering large-scale IT projects on time, on budget, and on value. Retrieved August 18, 2017
5
15%
44%
76%
94%
Poor Fair Good Excellent
Percent study of participants who met or exceeded objectives
CHANGE MANAGEMENT EFFECTIVENESS
THE BIG PICTURE—HOW TO INVOKE CHANGE AND
DRIVE ADOPTION SUCCESS
6
To Achieve These Business Results/ Desired Outcomes
Projects meet objectives >
Projects finish on time andon budget >
Return on investment (ROI) realized >
LEADERSHIP SPONSORSHIP
PROJECT MANAGEMENT
CHANGE MANAGEMENT
VITALYST PROPEL METHODOLOGY™
Based on the ADKAR methodology, provides improved and exceptional experience through usage and adoption of new features and functions
RESULT=Transformational, empowered
and effective operations
How do you get there?Using the Vitalyst methodology, look at four key stages—discover, plan, adopt and empower—to • Take a holistic approach to meeting the basic through advanced needs
of a multi-generational workforce• Get to a basic level of adoption• Use reporting and analytics to identify gaps in tech use• Provide ongoing training for proficient use of tech, leading to ROI
PROPELMethodology Stages
Discover
Plan
Adopt
Empower
AD
KA
R
SERVICES AAwareness
DDesire
KKnowledge
AAbility
RReinforcement
Change Enablement Workshops
Assessments
Identify & prepare Change Mgmt. Team
Identify Sponsorship Model Change Strategy Communication Plan Learning & Support Plan Success Measurement Plan Adoption Measurement Plan Pilot SOW CIE Workshops Training Communication Delivery
Consumption Reporting Enabled The Hub Celebrating Successes & Corrective Action 1:1 Software Ability Coaching Incorporate Plans to Onboarding Reinforcement & Roadmap Updates A
DK
AR-
Cop
yrig
ht –
Pros
ciIn
c. A
ll ri
ghts
res
erve
d. |
ww
w.p
rosc
i.com
9
VITALYST – THE PARTNER YOU NEED
Business Applications
Modern Workplace
Core Solution Areas
Global provider of learning & change management solutions driving digital adoption and proficiency by transforming employees’ technology experience
* Data collected and reported by FTC based on customers enrolled in FastTrack Incubation MS365 Onboarding Offer
Proven success by delivering MS365 active usage rates 3.5x other adoption partners*
Accelerate deployments of Office 356, Windows 10 and EMS by 2x-5x*
Underpinned by ADKAR, Propel™ is designed to empower the Human Side of technology deployments through the four key project stages—discover, plan, adopt and empower.
Accelerating Client Journeys to the Cloud
Comprehensive managed service for life after initial cloud adoption. Active 365 delivers unique, transformational learning, performance support and communications delivered at the pace of change to optimize M365 usage and empower continued change.
CONTINUOUS LEARNING SOLUTION >>>
Currently Impacting 6M+ seats of Office 365, EMS and Windows 10
FastTrack Ready Partner
MCS Tier-1 Partner
Gold Learning Partner
Prosci-Certified
Real Results
Vitalyst –MCS Tier-1 Partner
• Top 5 MCS Partner (Tier-1)• Full Spectrum of Learning Solutions tailored to each client• End User Training & Migration Service Desk • Deployment Coordination & Communications• U.S.-based, English-speaking experts• MES Co-Sell coverage maps with MCS EOU model• On-Demand Call Support for end users• Azure Co-Sell Ready
Over 25 years’ experience providing service for
• 400 current clients • 1.6M business users supported• Thousands of Microsoft deployment projects
Digital Adoption Solved Digital Adoption Services – MWP & Biz Apps
Retire of ‘New Work Sold’ Quota
Paper under Microsoft Services & Premier
Differentiate Bids for Digital Transformation Projects
PROSCI™ Certified, Dedicated MCS Delivery Team
Easy to Work with - Global O365 Offer/Standard SOW
Projects completed on time with high customer sat
VITALYST – TIER-1 END USER ONBOARDING & TRAINING PARTNER
Business Applications
Modern Workplace
11
Change Enablement
Communications Strategy
Change EnablementAnalytics
Data Discovery & Adoption Planning
Deployment Design
Learning & Development
Instructor-led Training
Self-guided Learning
Personal Coaching Appointments
Self-help Resources
Software Coaching
Training On-DemandLive Support
On-Site Support
End-User Outreach Program
Advanced Support Development Projects
MICROSOFT 365 END USER ONBOARDING AND TRAINING SERVICES
LEARN > MASTER > TRANSFORM
About Vitalyst• Microsoft Gold Partner and
Top U,S. Microsoft 365 Adoption Partner for FY18
• Adoption partner for Office 365 projects
• Comprehensive, end-to-end adoption solution
• 25 years’ experience driving deployments of workloads, as well as change and adoption
• Clients include Fortune 500 enterprises and mid-market companies in various industries
• Key differentiators include instant scalability and exceptional customer service
Benefits to You• Effectively address the
pace of technological change
• Realize a bigger return on tech investment
• Increase adoption via individualized and blended learning solutions
• Provide global support capabilities
• Save time for your help desk so they can focus on mission critical tasks
• Deploy multiple technologies faster
End-User Help Desk24x7x365 global supportStaffed with Office 365 expertsImmediate access to ‘day one’ and ongoing training questions
Support Service Add-onsFull menu of enhancementsTraining delivered by the same experts who field support callsTraining tailored to your specific needsAdoption analytics and dashboards
Active 365 EnablementComprehensive training packageSelf-help web portal knowledgebaseCommunications packageVirtual instructor-led training
Program ManagementSeamlessly work with Microsoft Adoption Services (AS)Master joint launch planDedicated MS delivery team
Office 365 end-user onboarding and training services by Vitalyst
OFFICE 365 END-USER SUPPORT SERVICES*
Drive initial adoption and continuous success with key services
Propel MethodologyDeployment Projects – MS365
Partner to drive competitive differentiation by ROI Demonstrations, comprehensive change plan and learning plan based on customer persona and objectives
Propel MethodologyDeployment Projects – Dynamics
Partner to drive competitive differentiation by building solutions driven by customer issues and desired business outcomes
Premier Managed ServiceOffice 365 Ongoing Adoption
Value Play• Serialized deployment• Low Consumption scenarios• Dark to Cloud motions• E5 Value Plan• Customer Help Desk &
Resourcing constraints
How We Help• P/CSM-Seller Motion• Leverage our deep sales staff• FastTrack Ready Partner• CIE Training & Adoption Planning• Custom Training Plan• Microsoft Services/ACM Partner
Google Compete
• Merger of 2 global grocers with Google and Microsoft Platforms. RFP for standard Platform
• MSFT, Vitalyst demonstrated best solution• MCS, Vitalyst offered world class ACM plan• Business won, program in progress
• P/CSM-Seller Motion• FastTrack Ready Partner• DDPS & Adoption Workshops• Demonstrate customer specific ROI
cases for Teams, OD4B• Scenario driven CIE Experiences• Approach customers with custom
Training Plans to meet objectives
• Empower customers with solution required to change platforms
• Competition deprioritizes adoption and underestimates customer concerns regarding change impact
• Differentiate with end-to-end learning solution built based on customer vision & workflows
• Google Compete scenarios• Slack & Box Compete• Dark to Cloud Motions• Positive reception to IT
through MSFT products • Making the most of intuitive
functionality
• Salesforce Compete Scenario• Call Center Solutions• Differentiation via Change
Management & Adoption• ACM & Onboarding Training
• HP sought more flexible Sales CRM Platform• Leadership feared change impact
Salesforce Compete
• MSFT, Vitalyst demonstrated power of Dynamics• MCS/ACM, Vitalyst developed change plan to minimize sales impact and deliver
seamless, rich user experience• Dynamics selected powered by Vitalyst/ACM Proposal• Custom onboarding and learning program developed based on work processes
and sales outcomes• Project completed with minimal impact, high CSAT
Prove It
• Direct sale with DOW, teamed with Premier/CSU• Provide support desk relief for over 60,000 business users
migrating to E5 Office 365• Supplemented with virtual webinars, self help content and
self service learning portal • Providing multilingual support for all services• Windows 10, Teams on the horizon
MCS/VITALYST WINS
15
DYNAMICS 365 END USER ONBOARDING AND TRAINING SERVICES
Live, how-to support and other software coaching services
Educational services comprised of
instructor-led training and e-learning
Dashboard analysis (Dashboards in a Day)
Instructional Designer to custom-build an immersive learning
curriculum
Digital Adoption Solution for Dynamics 365
Managed Services SolutionChange Enablement. Managed.
Internal Microsoft “Seller” Slides
EXECUTIVE STATEMENT
Vitalyst VisionEnable organizations to harness the power of continuous improvement and utilization of the Microsoft 365 (Modern Workplace Productivity Platform) with a best-in-class, comprehensive Active365 Managed Services Solution.
Vitalyst MissionProvide a comprehensive managed service to ensure customers meet their goals and objectives, ensuring continuous success and adoption of Microsoft 365 (Modern Workplace Productivity Platform). Empower a knowledgeable workforce through ever-ready, transformational learning and proficiency solutions delivered at the pace of change.
18
THE CUSTOMER SUCCESS GAP
19
What We’re SeeingO365/M365 deployment market is thriving
Clients and Partners need help deploying MS365• “We’re on O365” means we’ve migrated email• EMS+W10+O365 makes every migration
impactful for customer
Fully deployed clients struggle with managing new “steady state”
Partners and customers struggling to manage; need a strategic partner
Market OpportunityIncreased need for client and partner programs
Help clients structure ongoing enablement programs
Fill the skills gap in organizations striving for digital success
WHAT’S THE PROCESS?
• Define customer’s Managed Services strategy
• Develop or adapt change and release process flows to support servicing model
• Define roles and responsibilities related to service strategy and modernized change and release processes
• Define readiness and knowledge transformation
Manage
Deploy
Purchase
Customer JourneyMANAGED SERVICES SOLUTION
Service Management Excellence
Adopt, Operate and Optimize
Microsoft “Seller” Slides to Pitch our Services to Clients/Customers
22
22
CONSTANT CHANGE = THE NEW NORMAL Challenges of Constant Change
Lack of Employee Engagement
Minimal Technology Adoption
Gaps in Skill sets
Decreased Productivity
Unable to Manage the Change
Hidden Costs/Lack of ROI
Business Impact
Key Adoption ChallengesLow usage of M365 workloads
Technology is rapidly changing, IT cannot keep up
Employees can’t keep up with pace of change
1 in 3 people say they’re not proficient with technology, which leads to a proficiency gap*
Leading to 2-Speed Organizations
Proficiency gap will continue to grow and cost the economy $1.3 trillion in lost productivity each year*
† Based on sampling of 1 million customer seats deployed on Office 365 in 2015 and 2016
*Source: Fernandez, Jeff, “How the ‘Digital Skills Gap’ Bleeds $1.3 Trillion a Year From US Businesses,” Entrepreneur, July 7, 2014.
18%Of active Office 365 users are active on SharePoint*
12%Of active Office 365 email users have used OneDrive and Skype for Business*
3%Of active Office 365 email users are active on Yammer*
84%Of active Office 365 email users have used Exchange Online†
M365 DEPLOYED. NOW WHAT?
THE COSTS OF FAILING TO MANAGE CHANGE AND ADOPTION
24
Only 8% of companies feel their current business model will remain economically viable if their industry keeps digitizing at its current course and speed
*Source: McKinsey& Company, McKinsey Quarterly: Why Digital Strategies Fail, January 2018
Disruption is always dangerous, but digital disruptions are happening faster than ever.
“
“
M365 ROADMAP – HOW TO KEEP UP WITH PACE OF CHANGE?
Who is managing the constant change?
How can you control knowledge gaps?
Who streamlines onboarding?
How do you communicate the change?
How is optimal productivity maintained?
*Source: https://products.office.com/en-US/business/office-365-roadmap
ENGAGED EMPLOYEES ARE CRITICAL TO SUCCESS
*Source: Gallop (via Microsoft)
“If the enterprise goes for transformation but the market
or organization is not ready, the results are below expectations.
Money is made, but just not enough to satisfy the growth
expectations of the investment. If the enterprise focuses on
optimization while the market and competitors are transforming,
it may never be able to catch up.”
Source: Gartner Report, Digital Business Ambition: Transform or Optimize?, June 2017
DIGITAL TRANSFORMATION IS CRITICAL TO GROWTH
THE CUSTOMER SUCCESS GAP
28
What We’re SeeingCustomers are deploying O365/M365 but adoption is low
Customers consider Email migration to Outlook as total “Adoption”
Customers don’t fully understand the benefits of EMS+W10+0365 Impact
Customers lack management of environment once deployed and can’t keep up with continuous updates
How we can Help?Provide Change Enablement throughManaged Services
Help clients envision, assess and manage environments on a continuous basis
Enable clients to fully transition to a digital workplace for the future
Help clients create knowledgeable workers through a human-centric, transformative approach
VITALYST PROPEL METHODOLOGY™
Provide improved and exceptional experience through usage and adoption of new features and functions
RESULT=Transformational, empowered
and effective operations
How do you get there?Using the Vitalyst methodology, look at four key stages—discover, plan, adopt and empower—to • Take a holistic approach to meeting the basic through advanced
needs of a multi-generational workforce• Get to a basic level of adoption• Use reporting and analytics to identify gaps in tech use• Provide ongoing training for proficient use of tech, leading to ROI
WHAT’S THE PROCESS?
• Define customer’s Managed Services strategy
• Develop or adapt change and release process flows to support servicing model
• Define roles and responsibilities related to service strategy and modernized change and release processes
• Define readiness and knowledge transformation
Manage
Deploy
Purchase
Customer Journey
Service Management Excellence
Adopt, Operate and Optimize
MANAGED SERVICES SOLUTION
MANAGED SERVICES SOLUTION
End-User EnablementIterative communications, change
readiness and end user learning objectives
Technical Enablement Technical impact assessments and training enrollment
ActivateDefine baseline adoption
program scope, setup and reporting requirements
Performance SupportOptimize active digital environment with core adoption service components
Monitor and PlanQuarterly MSFT Roadmap Release Reviews and Develop Action plan
EnvisionReview the current state and
define the go forward strategy for optimizing the customer
environment
WHAT’S THE SOLUTION? ACTIVE365 MANAGED SERVICES SOLUTION
32
ENVISION
ENVISION Activities
Review Digital Initiative Roadmap and Requirements
Define Digital Adoption Objectives & Benchmarking
Identify Skills Requirements and Gaps
Define Success Metrics
Identify Organizational Change Management (OCM) Capabilities
Outline Overall Strategy Plan
Vitalyst’s Managed Services & Delivery experts work with each customer to evaluate the current environment to determine a long-term vision and strategy for Microsoft 365 Platform implementation and use. Activities include defining success goals and milestones, and crafting an impactful suite of services to achieve continuous digital adoption goals.
ObjectiveDefine customer’s Digital Roadmap and Managed Services Strategy
Deliverables
Customer Envision Plan
Program Success Metrics
Customer OCM Plan
Customer Skills Requirement and
Gap Metrics
Ctd b Mi B
33
ACTIVATE
Vitalyst’s staff of Change Enablement & Delivery experts work with customers to activate and communicate the agreed Managed Services Strategy and corresponding services.
ACTIVATE Activities
Define Program Scope and Setup
Assign Resources
Define Operating Rhythm Plan
Define and Design Communication Plan
Develop Joint Launch Plan for Performance Support Core Services
Determine Delivery Timeline
Structure Baseline Adoption Reporting
Deliverables
Joint Launch Plan
Program Success Metrics
Program TimelineManaged Services Program
Communication Plan
ObjectiveActivate and communicate cohesive Active365 Managed Service components for customers.
Turn-Key Implementation
All Service Setup & Deliverables
34
PERFORMANCE SUPPORT– Core Active365 Services
Core Enablement Activities
Provide 24x7 Performance Support
Help Me kNow Hub Self-Help Platform
Change Communications Package
Unlimited Active365 Webinars (Open Seating)
Service Promotion/Kick-off Materials
Optimize the current Microsoft 365 with a full spectrum of learning and support solutions to level-up end user proficiency. These services, and the optional Learning Plus package are available to all end users 24x7x365.
Learning Plus Package
Skill Builder Self-Guided learning
Structured Learning Objectives
Live, Instructor-Led “Lock-Out” Webinars
60-90 Minute Recorded webinars
Help Me kNow eReference Guides for all current and future state applications
Technical Training for Administrators and technical staff
Webinars
Learning and Development
Communications
How-To Support
ObjectiveMaximize productivity of the Microsoft365 technology stack and continuous end user adoption.
Deliverables
35
MONITOR and PLAN
Office 365 Roadmap Impact Report• Technical, End User Impact Report• Demonstrations of new Functionality
& Applications• Technical Training Recommendations
Change Communication Planning & Deliverables
New Microsoft Benefit Review
Review Service Delivery & Performance Metrics
Roadmap Impact Analysis
Technical Training Recommendations
Iterative Change Plan
Vitalyst is a Microsoft FastTrack Ready™ Partner and equipped with key personnel to review and prepare you for Microsoft 365 Platform Roadmap release schedule and changes to drive value through new benefits, functionality and updates available to you.
Vitalyst will assess and review: 1) existing platform for enabled workloads and identify available workloads, 2) Microsoft 365 current roadmap release for impact on platform and end-user adoption, 3) Re-Assess goals from Envision stage and re-define objectives, benchmarks and success metrics.
Adoption Health Assessment
ObjectiveContinuously monitor, assess and maintain the Microsoft 365 roadmap, updates, and usage adoption.
Iterative Roadmap Assessment & Action Planning
Deliverables
36
TECHNICAL ENABLEMENT
Deliverables
Technical Training
Dashboard in-a-Day
Deployment Planning
Cloud Immersion
Technical Enablement Activities Guidance from Microsoft Architects
Deliver Microsoft Official Course (MOC) Technical Training
Provide Deployment Planning Services
Cloud Immersion Experience Days
Dashboard-in-a-Day and other Microsoft Training Services
ObjectiveLevel-up technical proficiency of Microsoft 365 Platform and prepare the technical environment.
Vitalyst will provide a set of technical services to prepare the customer’s technical staff for each new workload or feature enhancement on the Microsoft 365 Platform.
37
END USER ENABLEMENT
Vitalyst will provide a set of knowledge and learning services to assist end users to gain proficiency for each feature enhancement or workload on the Microsoft 365 Platform. Program components optimize the customer’s environment and empower end users to harness the true value of the Microsoft 365 Platform.
End User Enablement ActivitiesDeliver End User Impact Communications for new workloads and/or enhanced feature releases
Change Support through Office 365 Help Desk
1:1 Software Coaching from O365/M365 Platform Experts
Coming Soon videos and campaigns
Customized Learning Objectives and Self-Paced Skill Tracks
Deliver Day 1 Getting Started Videos, End User Guides & Self-Help Support
Deliverables
End User Communications
Videos and Guides
ObjectiveOptimize your environment and empower your users to drive productivity and knowledge of every M365 Platform update.
Access to Live Support Help-
Desk
Customized Training
PROGRAM REPORTING & ANALYTICS
Adoption ReportingAdoption Trends and Activity
Usage ReportsService Utilization and Recommendations
ROI ReportsTechnology & Human Capital Savings
Vitalyst will deliver a diverse range of reporting and analytics services to help identify Microsoft 365 Platform adoption and proficiency “blockers” for technical staff and end-users.
REAL RESULTS THAT MATTER – THE VITALYST DIFFERENCE
Proven success by improving Office 365 active usage rates per workload by 3.5x compared to customers using average Office 365 adoption solutions
Accelerate deployments of Office 365, Windows 10 and EMS by 2x-5x
Increase active usage 25% - 75% From the start of engagement, active seat usage (ASU) and activation increases across multiple Office 365 services
Approach customers with a solution—not a canned product
Deliver adoption plans tailored to each client—we listen and plan accordingly
#1 Global Microsoft Partner for Office 365 adoption programs in FY17
Cut deployment timeframes in half, significantly reducing project costs
Currently impacting 4M+ seats of Office 365, EMS and Windows 104M+
40
Call to Action
Accounts – Focus first on ‘low hanging fruit’, leverage initial successes as “wins” to share with broader team and repeat• Bolster Revenue per Deal• Become more embedded within Customers since Managed Services
Solution continues beyond ‘project’-based initiatives• Future upsell Opportunities are built-in
Premier Renewals – Immediate opportunity to make positive impact and become more valuable by providing services needed by Customer End-user Community in near term• Drive retirement of PCBs, New Work Sold and Consumption
Numbers• Showcase the proactive approach Premier is taking to harness full
Partner capabilities for the benefit of Customers
Moving to Unified Support Model (already in process or targeted)