Improving Customer Service Capability Discussion Presentation

Improving Customer Service

Capability Discussion Presentation

Engagement Approach

Audience

Solution road map

Solution areas Industry Horizontal

Business strategy

Integrated Capability Analysis > Projects, architecture, products

1. Present relevant integrated capabilities

2. Position the Integrated Capability approach

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1. Understand business needs and priorities

2. Discuss range of potential solution capabilities

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AgendaAgenda

Recap Business Discussions

Integrated Capability Approach

Summary and Next Steps

Needed Integrated Capabilities

Note to presenter: This is a template.Prune, add, and prioritize per BDM and TDM feedback.Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”.

Value Phase 1 Phase 2 Phase 3

TRANSFORM FROM A COST CENTER TO A PROFIT CENTER

Gather all customer interaction information across systems to review and analyze performance of accounts and segments to measure customer lifetime value, via user-generated reports and analysis tools that pull information from multiple applications

Gather and analyze current customer interactions and performance information year to year, via user-generated reports and analysis tools that are connected to a data warehouse

Create resource and financial forecasts, via centralized collaborative workspaces with document locking and versioning capabilities

Create basic account or segment plans with sales to address revenue and profitability growth, via centralized collaborative document libraries

View consistent dashboards of customer interactions and profitability waterfalls on demand, via interactive performance dashboards and data visualization tools that are connected to a centralized data warehouse of customer information

Compare performance to other customers in the same customer segment to drive suggestions for specific account plans, via interactive dashboards and analysis tools that are connected to a centralized data warehouse, which stores information about customer interactions and profitability

Analyze customer profitability, revenue, service level, and benchmark data to discover customer segments and suggestions for plans to grow revenue and profitability, via easily accessible and easy-to-use reports, analytics, data mining, and predictive analysis tools that are coupled with automated performance dashboards, which are connected to a centralized customer data warehouse

Determine patterns of profitability, opportunities for new business, potential customer service issues, or customer churn, and then effectively coordinate and execute an appropriate plan, via automated data mining tools that are connected to a centralized data warehouse of customer information; automated workflow

Automatically convert account and segment plans into contact center scripts and action plans, via automated tools for budgeting, planning, and forecasting that are coupled with business activity monitoring tools, such as scorecards

Track performance against action plans and alignment to a strategy to determine account plan performance and effectiveness, via flexible applications that extract account plan highlights, feed scripts, and automated workflows

Integrated Capability Support for Priority Business Capabilities



REDUCE ATTRITION AND TRAINING COSTS

Track new and ongoing training curriculum and individuals’ progress in completing the training, via IT–parameterized reports and manually maintained spreadsheets that are stored in a centralized collaborative environment

Use an online training catalog with a scheduling system that supports training notification, registration, and execution to support readiness for new products, services, and promotions as they are introduced, via custom applications that are rendered through portal interfaces

Allow agents to view reports about team performance goals and actuals by segment, via parameterized reports that are generated from customer profile and transaction data

Use an eLearning solution that suggests training modules based on case outcomes, via reporting and analysis tools that are connected to a data warehouse of case outcomes, and via personalized training plans that are stored and maintained in collaborative portal sites

Working with an expert to resolve customer issues instead of transferring a call to an expert, via standardized web and audio conferencing

Use an eLearning solution that suggests training modules based on case outcomes, via reporting and analysis tools that are connected to a data warehouse of case outcomes

Plan training schedules to optimize costs, staffing, and utilization and to minimize impacts on service levels, via personalized training plans that are stored and maintained in collaborative portal sites, and via reporting and analysis tools that are connected to a database of agents’ staffing schedules and training schedules

Working with an expert to resolve customer issues instead of transferring a call to an expert, via standardized web and audio conferencing

Automate team performance scorecards that show goals and actuals by segments and suggest training to enhance scores in underperforming areas, via interactive scorecards and analytical tools that are connected to customer profiles, transactions, and learning curriculum data

Replace static training with on-the-job peer training that experts teach during actual customer interactions, via standardized and integrated web, audio, and video conferencing and email

Provide real-time performance feedback and training module suggestions that are based on case outcomes, via data mining tools that discover relationships between training modules and case outcomes; business activity monitoring tools

Record, route for review, and store successful calls and case outcomes into a retrievable knowledge base, via collaborative applications that have workflow capabilities and use collaborative workspaces, a portal infrastructure, and a framework to manage distributed repositories

Deliver training and case-handling best practices to agents based on profiles, specific performances, development plans, and interests, via collaborative workspaces that proactively deliver rich, targeted, and meaningful information

Help agents become more confident, self-sufficient, and satisfied with their jobs by increasing their accountability and ownership of customer relationships, via performance scorecards that are strategy-driven and interactive, via business activity monitoring that is embedded in processes, and via delivery of rich, meaningful information based on learned intelligence of interests, search histories, and professional networks

Enable agents to work from home by using virtual contact centers, via software-centric voice over IP (VoIP); computers used as primary voice devices for full telephony functionality are integrated with business processes




IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS

Allow agents to access all past customer interaction history across channels, via real-time access to parameterized reports that are stored in a centralized data warehouseEnable agents to receive real-time support from the rest of the organization, via secure and reliable email and instant messaging; ability to make and receive call from agents’ computersAllow agents to readily view the reports on contact center statistics (such as, resolution times and resolutions on first contact), via real-time access to parameterized reports that are stored in a centralized data warehouse, and via interactive departmental scorecardsEnable agents to find and access relevant supporting products/service information and experts as quickly as possible, via enterprise search of collaborative and content-managed document and data stores, and via secure and reliable email and instant messaging; ability to make and receive call from agents’ computersGroup agents based on individual agent performance and route contacts to agents based on customers' segments, via reporting and analysis tools that are connected to agents’ performance informationQuickly find service contracts, validate entitlements, and track usage, via centralized collaborative workspaces that have document management capabilities

Improve visibility of current and relevant resources that are available in the organization to assist with resolutions, via contact center applications and other line-of-business (LOB) applications that are presence-enabledConsolidate interfaces into applications that contain customer transaction information across the organization, via prefetching and maintenance of enterprise data via forms through integration with LOB systemsAllow agents to readily view reports on their individual performances, via interactive, departmental and individual scorecardsStore all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case histories, via unidirectional composite applications that consolidate information across multiple diagnostic applications, via collaborative information store that has easy-to-navigate information taxonomies, and via analysis and data mining toolsImprove access to experts by using advanced search and indicating current availability, via enterprise search that includes people (that is, skills and social networking information), and via contact center applications and other LOB applications that are presence-enabledFormalize and streamline processes for support of each segment, via workflow automation applications that use collaborative workspaces and portal infrastructuresView current service-level performance by segment, via interactive, departmental scorecards that are connected to a near real-time database, which integrates performance information across sources

Streamline agent support from the rest of enterprise and partner organizations, via a federation of unified communications with supporting partner organizationsStreamline and integrate interfaces into applications that contain customer transaction information; enable agents to quickly review recent activities and problematic transactions by showing them at the top of the agents' screens, via data mining tools, via bidirectional composite applications with integrated predictive analytics, and via electronic forms and transaction workflows that are integrated with software-centric VoIP to coordinate call transfers with launch and focus of relevant applicationsAllow agents to view real-time individual and contact center performance statistics and alerts, via business activity monitoring toolsResolve issues without using agents by automatically responding to email messages with self-service answers, via data mining toolsStreamline agent support from the rest of the enterprise and partner organizations, via advanced search across the data in applications, via electronic forms and transaction workflows that are integrated with software-centric VoIP to coordinate call transfers with launch and focus of relevant applications, and via federation of unified communications with supporting partner organizationsStreamline and integrate interfaces into applications that have product/service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screens, via unidirectional composite applications, and via advanced search across the data in applicationsDetermine target service level agreements (SLAs) for customers based on profitability, revenue, customer segments, and contractual entitlements to maximize customer lifetime value, via data mining and analysis tools that are connected to a data warehouse, and via real-time scoring of inbound contacts to determine contact handlingAllow agents to establish temporary SLAs for particular cases, via real-time scoring of inbound contacts to determine contact handlingGenerate real-time alerts when segment service levels are not being met, via business activity monitoring tools



IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCE

Allow agents to access all past customer interaction history, outstanding service issues, and sales opportunities across channels, via real-time access to parameterized reports that are connected to a centralized data warehouse, and via centralized portals with single sign-on access to multiple systemsEnable agents to receive real-time support from the rest of the organization, via secure and reliable email and instant messaging; ability to make and receive call from agents’ computersSupport using email as a way for agents to communicate with customers, via email solutions with basic security/antivirus/antispam and disaster recoveryEnable agents to find and access relevant supporting product and service information as quickly as possible, via centralized portals with single sign-on access to systems that contain product and service information, and via enterprise search of collaborative and content-managed document and data storesEnable agents to connect with available experts as quickly as possible, via secure and reliable email and instant messaging; ability to make and receive call from agents' computersCollaborate across product and service teams to share information about promotions, offers, and new product and service launches across channels, via centralized collaborative workspaces that include document libraries, FAQs, announcements, team rosters, discussion threads, and feedback, and via enterprise search of workspace content

Improve visibility into relevant, available experts in the organization to assist with resolutions, via contact center applications and other LOB applications that are presence-enabledConsolidate interfaces into applications that contain customer transaction information across the organization, via prefetching and maintenance of enterprise data via forms through integration with LOB systemsStore all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case histories, via unidirectional composite applications that consolidate information across multiple diagnostic applications, via collaborative information store with easy to navigate information taxonomies, and via analysis and data mining toolsImprove access to current product/service information and experts by using advanced search and indicating current availability, via enterprise search that includes databases and people (that is, skills and social networking information), via contact center applications and other LOB applications that are presence-enabled, and via secure, nonforwardable email messagesAutomatically notify agents about new product launches, promotions, and offers across channels, via departmental transaction workflows with links to collaborative workspaces that deliver targeted information to agentsFind subject matter experts on new products, promotions, and offers across channels, via enterprise search of people (that is, skills and social networking scenarios)

Streamline agent support and other contact channels from the rest of the enterprise and partner organizations, via electronic forms and transaction workflows that are integrated with software-centric VoIP to coordinate call conferencing/transfers with launch and focus of relevant applications, via federation of unified communications with supporting partner organizations, and via advanced email capabilities that facilitate encryptionStreamline and integrate interfaces into applications that contain customer transaction information; consistently provide agents and other channels context about recent activities and problematic transactions, via data mining, analysis, and visualization tools, and via bidirectional composite applications with integrated predictive analyticsShare channel trends with marketing, product, service, and quality teams, via data mining, analysis, and visualization tools, and via collaborative workspaces that support collaborative analysis, decision making, and executionEstablish new customer communication channels (such as web chat and email) with customer service centers, via advanced email capabilities that facilitate encryption, via live web chat, via multiple channel integration via service-oriented architecture (SOA) web services, and self-service portal that is forms-authenticated with content-centric social computing capabilities, including wikis, blogs, and RSS feedsStreamline agent support from the rest of the enterprise and partner organizations, via advanced search across the data in applications, via electronic forms and transaction workflows that are integrated with software-centric VoIP to coordinate call conferencing/transfers with launch and focus on relevant applications, and via federation of unified communications with supporting partner organizationsStreamline and integrate interfaces into applications that have product and service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screens, via data mining tools, via unidirectional composite applications with integrated predictive analytics, and via advanced search across the data in applicationsProactively find and address service issues before customers report them, via business activity monitoring, data mining, and predictive analytics tools that provide data to automated workflows, and via basic composite applications that renders information across LOB applications




INCREASE UP-SELL AND CROSS-SELL VOLUME

Consistently and effectively conduct sales training during an agent’s onboarding training, via personalized sites that track training plans and progress

Share sales best practices and experiences among agents and cross-functional team members, via centralized collaborative workspaces

Enter information about what customers want and generate customized products or service recommendations, via enterprise search of documentation on network shares and team workspaces

Train agents about the value of existing and new products and services, via personalized sites that track training plans and progress

Access a fully detailed catalog of all products and services, via content management applications that have workflows, and via enterprise search of documentation on network shares and team workspaces

Determine propensity to respond to up-sell or cross-sell attempts based on historical up-sell or cross-sell successes, via basic composite applications that render customers’ up-sell/cross-sell histories and relevant sales best practices

Provide real-time access to relevant sales best practices, via basic composite applications that render customers’ up-sell/cross-sell histories and relevant sales best practices

Determine and find complementary product and service offers in real time, via enterprise search of documents and databases across the enterprise

Track up-sell and cross-sell performances, via departmental performance scorecards that are interactive and are sourced from a database

Discover new value propositions that are relevant to product and service relationships, via data mining, analysis, and enterprise search tools

Identify up-sell and cross-sell opportunities in customer segments and proactively identify and contact customers, via data mining and predictive analytics tools, and via automated tools for budgeting, planning, and forecasting

Construct relevant offers on complementary products and services based on purchasing history across channels, via data mining and enterprise search tools that are connected to a data warehouse of transaction data, which is integrated across channels

Suggest the most relevant offers that have the highest commission to agents in real time, via basic composite applications with integrated predictive analytics

Suggest value propositions for complementary products and services to agents in real time, via unidirectional, composite applications with integrated predictive analytics



AgendaAgenda





IT Business

Today Future

Dynamic business agilityand low TCO

Optimizing Finance Operations

Multiple Enterprise Solutions

Point solutions

Siloed, disconnectedtechnology

investments

High TCO | Low agility

Sales Effectiveness

Improving Customer Service

Integrated capabilities

Why the Integrated Enterprise Platform Approach?

Supporting Microsoft Technologies

Client Capabilities

Business Solutions

Solution Areas

Infrastructure Capability Integration

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Infrastructure Optimization Models


Business Productivity Infrastructure Optimization Model

Collaboration

Messaging

Unified Communications

Content Creation and Management

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Application Platform Optimization Model

BI and Analytics Platform

Database and LOB Platform

Custom Development

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Core Infrastructure Optimization Model

Datacenter Management and Virtualization

Device Deployment and Management

Identity and Security Services

IT Process and Compliance

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Business Solutions

Solution Areas


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Collaboration

Messaging



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Custom Development

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Client Capabilities

Relationships Between Integrated Capabilities

Business Solutions

Solution Areas


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Collaboration

Messaging



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Custom Development

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Application Platform Optimization

Integrated Enterprise Platform

Client Capabilities

Business Productivity Infrastructure Optimization

Core Infrastructure Optimization

Each capability has four levels of maturity:

BasicStandardizedRationalizedDynamic

What are these used for?Profiling integrated capabilities, leading to model common capabilitiesUnderstanding dependenciesPlanning advancement in services provided to lead to enterprise-class capabilities

Optimization Model Capability Maturity Levels




Collaboration

Messaging


Content Creation and ManagementD

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Custom Development

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Multiple Solutions, One PlatformUse integrated capabilities for all of your business needs

Application Platform

OptimizationBusiness Productivity

Infrastructure

OptimizationCore Infrastructure

Optimization

Application Platform Optimization

Business Productivity Infrastructure Optimization

Core Infrastructure Optimization

Reduce attrition and training costs

Improve agent productivity

and effectiveness

Improve multi-channel

customer experience

Increase up-sell and cross-sell

volume

Transform from a cost center to a

profit center



Infrastructure


Optimization

Operations

Human Resources SalesFinance

Multiple Solutions, One PlatformUse integrated capabilities for all of your business needs



Infrastructure


Optimization

Business Benefits IT Benefits

FamiliarityHigh user familiarityFaster adoption rateLower time to value

AgilityFast, efficient deploymentGreater integration

RobustnessConsistent featuresData integrationProcess integration

ScalablePerformance and reliabilitySecuritySupport skills and processes

Lower TCOCommon support skills and processesLower integration costsLow cost software

SustainableContinuity and long-term viability

Value of Integrated Capabilities from Microsoft

AgendaAgenda





IT Challenge: Align with Business Goals

IT Strategy and Business

Alignment

OperationsManagement

InnovationEnablement

Business Strategy and

Goals

Cost center More efficient cost center

Business enabler Strategic asset

Time

Valu

eOptimizing the Integrated Enterprise Platform

Sophistication of the Solution

Phase 1

Provides basic support for the most critical elements of the business driver

Phase 2

Provides adequate, typical support for critical and priority elements of the business driver

Phase 3

Provides thorough, streamlined support for the business driver that enable differentiated levels of performance

TRANSFORM FROM A COST CENTER TO A PROFIT CENTER

IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCEIMPROVE AGENT

PRODUCTIVITY AND EFFECTIVENESS

REDUCE ATTRITION AND TRAINING

COSTS

INCREASE UP-SELL AND CROSS-SELL VOLUME

Phase 1: Core IOBasi

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Datacenter Mgt and

Virtualization

Data Center Mgt & Virtualization

The organization actively uses virtualization to consolidate resources for production workloads. Performance monitoring of physical and virtual hardware with defined SLAs; health monitoring of applications; supported across heterogeneous environments with manual remediation. IT services are audited for compliance based on documented company and industry-standard policies (HIPAA, SOX, and PCI); reports are generated monthly. Services are available during server failure (e.g. server clustering, hot spares, and/or virtualization recovery solution).

Server Security

Malware protection is centrally managed across server operating systems within organizations, including host firewall, host IPS/vulnerability shielding, and quarantine, with defined SLAs. Protection is deployed and centrally managed for all applications and services. Integrated perimeter firewall, IPS, Web security, gateway anti-virus, and URL filtering are deployed with support for server and domain isolation; network security, alerts, and compliance are integrated with all other tools to provide a comprehensive scorecard view and threat assessment across datacenter, application, organization, and cloud boundaries. Remote access is secure, standardized, and available to end users across the organization.

Networking Redundant Domain Name System servers exist to provide fault tolerance. Dynamic Host Configuration Protocol servers are network-aware and with support for auto configuration. IPv4 for main transport services, using IPv6 for some transport services (eg. to achieve larger address range).

Storage Critical data is backed up on a schedule across the enterprise; backup copies are stored offsite, with fully tested recovery or failover based on service-level agreements.

Device Deploymen

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Device Mgt & Virtualization

The majority of the installed client base has a minimum of one year of mainstream support remaining. Software distribution to local and geographically dispersed users is automated. System and security updates are distributed and installed automatically for desktop systems. Desktop applications and system events are centrally monitored for critical desktop systems.

Device Security Protection against malware is centrally managed for desktop systems and laptops and includes a host firewall; non-PC devices are managed and protected through a separate process.

Identity & Security

Services

Identity & Access

To control access, simple provisioning and de-provisioning exists for user accounts, mailboxes, certificates or other multi-factor authentication methods, and machines; access control is role-based. Password policies are set within a directory service to enable single sign on across boundaries for most applications. Password resets through internal tools or manual processes. There is a centralized group/role based access policy for business resources, managed through internal tools or manual processes. Most applications and services share a common directory for authentication across boundaries. Point-to-point synchronization exists across different directories.

Information Protection & Control

IT Process & Compliance

Each IT service has a process to manage bug handling and design changes; IT services are tested according to defined test plans based on specifications. IT service release and deployment processes are formally defined and consistently followed. Each IT service provides service-level and operational-level agreements. Monitoring, reporting, and notifications are centralized for protection against malware, protection of information, and identity and access technologies. Risk and vulnerability are formally analyzed across IT services; IT compliance objectives and activities are defined and audited for each IT service.

Phase 1: BPIOBasi

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B S R D

Collaboration

Workspaces

Workspaces are centrally managed, customizable, and reusable, and provide users the capability to collaborate through Web browsers and mobile devices; offline synchronization is supported. Teams work on managed versions of content with controls and common space; team workspaces include group calendaring, shared contacts, user online presence, and simple workflows. IT driven onboarding; Integration with directory services for group level onboarding, training for users is available.

Portals

Users and groups can publish content directly to some portals; workflow for review and approval is built-in and automated. Users have widgets to customize their views of information; enterprise search is integrated with portals. Portals (enterprise, departmental, and personal) are provisioned by IT and are deployed on a single productivity infrastructure; governance policies are fully in place, including single sign-on supported by uniform directory services. Line-of-business applications and data are delivered through the portal for a few broad-use functions; data is typically read only.

Social Computing

Project Mgt

Information accessMost unstructured information from intranets, e-mail, and content management repositories is indexed; some structured content from databases, people, and expertise information is indexed. Search capability may be used as an application platform, but multiple search platforms are in use or they are separate from the general-purpose search solution.

Interactive experience and navigation

A basic interactive search experience incorporates faceted and filtered information based on common or explicit metadata.

Messaging

The messaging solution (e-mail and calendar) includes basic anti-virus, anti-spam, and anti-phishing protection. Use of high availability technologies enables messaging system continuity at the server and service levels during outages. The e-mail platform supports message encryption (S/MIME) to enable digital signatures. Secure, remote, online and offline access to rich mailbox and calendar functionality exists inside and outside the firewall. IT manages mailbox provisioning by using a single directory.

Unified Communic

ations

IM/PresenceUsers have secure access to an enterprise-managed online presence and IM infrastructure from inside and outside the firewall; peer-to-peer voice and video communications are based on a single directory. Online presence information and contextual “click to communicate” are integrated into the enterprise productivity and collaboration platform.

Conferencing Secure Web conferencing is managed by IT, has policy-based access control, uses a single directory, and is available from PCs and Web browsers inside and outside the firewall; an enterprise-wide, standalone audio conferencing service is also managed by IT.

Voice Voice communications are based on a hybrid telephony infrastructure (IP and legacy time division multiplexing) that has limited integration with PCs and desktop applications.

Content Creation

and Manageme

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Information Mgt Managed workspaces exist at the departmental level and are available from individual productivity applications. Metadata capture is enforced; however, the capture process is manual and labor-intensive.

Process EfficiencyCustom solutions developed by IT are used to deliver and manage key forms electronically; form data and scanned paper-based content are stored in a custom data repository. The organization uses basic workflow tools to process, review, and approve documents; simple workflow routing is part of the collaborative workspace infrastructure.

Compliance

Authoring

Multi-Device Support

Interoperability

User Accessibility

Phase 1: APOBasi

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B S R D


Business Intelligence

IT engaged to create interactive reports to meet specific business needs. Reports are generated on a scheduled basis or on demand by IT and are then shared on reporting portals. Users have some ability to subscribe to reports. A standardized approach is in place for IT to provision data sources for access to users to search across structured and unstructured content. A basic interactive search experience is provided to users that incorporates filter information based on common or explicit metadata. IT provides access for users to sanctioned data sources as database connections, data feeds, or static data dumps, upon which users can easily perform ad-hoc queries and data analysis using Excel or other analysis tools. Users can share their analyses via a BI portal. Users may have access to more advanced self-service analytics tools to perform data mining or predictive analysis without dependence on IT or a Data Analyst.

Data Warehouse Management

EDW is refreshed on a near real-time basis so that information is readily available to mission-critical applications, analytics, and reporting systems. A high degree of concurrency exists, with many users running complex queries and interacting with complex analytics tools simultaneously with data loading. Management and maintenance of storage, hardware, and supporting software is manual and ad hoc. Consistency in data warehouse operation and maintenance across distributed data marts is improved through use of common tools, policies, and sharing of best practices, driven by the EDW team. SLAs emerge. Data changes can be planned through standard impact analysis, and effective collaboration occurs across data mart and EDW teams. An IT-managed BI environment is in place and applications at the department level integrate with departmental data marts. IT designs, implements, and manages data schemas that are optimized for localized self-service reporting and analysis tools.

Big Data

Information Services and Marketplaces


Transaction Processing

Data Management

Key high-value data has associated formal data management policies and processes. Data governance may be recognized on a siloed basis, but not as a corporate discipline. Data and asset inventories and dependency relationships are manually documented periodically. Access policies for data and objects in databases are defined but not centralized, and do not reference data classifications. Administrative tasks are still performed using an over-privileged account. Security management is performed on a server-by-server basis. Systems are in place for retention backup. Organizational/departmental policies exist for how long items are stored and what is stored.

Application Infrastructure

Limited application component and service reuse strategies exist at the departmental or project level. Common application services and runtime application frameworks are selected jointly by development and operations teams as part of the application life-cycle management process. Operations is beginning to rationalize to the standard common services and consolidate runtime platforms.

Custom Developme

nt

Internet Applications

Component and Service Composition

Some use of reusable assets is supported by high-value services, components, and modules. Composition by IT departments requires advanced coding skills. Use of composition frameworks and tools happens on a project-by-project basis. SOA and portal components are not coordinated. The composite application portal has basic integration with existing business productivity desktop and enterprise applications (such as desktop applications and email). No discoverability of services is in place. Application models are highly descriptive of the application components and dependencies. Manual checks against the application map are in place to avoid impacts on services by component changes. Components and low-level services are documented manually, though the culture of management of those components has not been pervasive across the organization.

Enterprise Integration

Development Platform

Standard application frameworks, messaging, and other application services aligned with standard application operating environments are appropriately and consistently employed by application development teams. Tools for major development activities are standardized across the organization, though practices and versions are not. Application customization is performed through customization support offered by the application, on an isolated project basis with no standard approaches or consideration for future maintenance or integration.

Application Lifecycle Management

Work-breakdown structures map estimated work to business value. Rudimentary metrics are used to manage project progress. Project managers aggregate data from standard status updates. Effective change management processes are in place. Testing has test harnesses and some automation, formal unit testing with good code coverage, and defined test strategy and processes. Explicit use of code quality tools typically occurs at the end of the development cycle. Processes are defined for debugging production defects and incidents, with a standard set of defect artifacts.


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Datacenter Mgt and

Virtualization


The organization has a consolidated view and a consolidated management process across heterogeneous virtual environments, including branch offices. Performance monitoring of applications as well as physical and virtual hardware pools with enforceable SLAs; Service health monitoring with consistent reporting across heterogeneous environments. There are multiple levels of service availability clustering or load balancing. Virtualization and management is used to dynamically move applications and services when issues arise with datacenter compute, storage and network resources.

Server Security

Malware protection is centrally managed across server operating systems within organizations, including host firewall, host IPS/vulnerability shielding, and quarantine, with defined SLAs. Protection is deployed and centrally managed for all applications and services. Integrated perimeter firewall, IPS, Web security, gateway anti-virus, and URL filtering are deployed with support for server and domain isolation; network security, alerts, and compliance are integrated with all other tools to provide a comprehensive scorecard view and threat assessment across datacenter, application, organization, and cloud boundaries.

Networking Using IPv6 with IPSec for secure private communication over public network.

Storage Critical data is backed up by taking snapshots using a centralized, application-aware system.

Device Deploymen

t and Manageme

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Identity & Security

Services

Identity & Access

Multi-factor and certificate-based authentication are applied in some scenarios, such as remote access across boundaries (such as On Prem and Cloud). Self service password resets supported. A centralized, group/role based access policy is defined for business resources, applications, and information resources, managed through industry accepted processes. A scalable directory that is integrated and automatically synchronizes with all remaining directories across multiple geographies and isolated domains for all applications with connectivity to cloud when applicable.


IT Process & Compliance

Each IT service has a process to manage bug handling and design changes; IT services are tested according to defined test plans based on specifications. IT service release and deployment processes are formally defined and consistently followed. Each IT service provides service-level and operational-level agreements. Monitoring, reporting, and notifications are centralized for protection against malware, protection of information, and identity and access technologies. Risk and vulnerability are formally analyzed across IT services; IT compliance objectives and activities are defined and audited for each IT service.

Phase 2: BPIOBasi

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dDynami

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B S R D

Collaboration

Workspaces Team members can simultaneously author, edit, and review content across Clients (including Devices). Self service onboarding, integration with identity systems, training for users is mandatory and enforced.

Portals

Publishers can direct content to specific audience targets; portals deliver a customized, targeted, or aggregated view of information to individuals based on user identity, role, and device on which content is consumed. Users get targeted information based on their profiles, their roles in the organization, and mobile devices being used. Line-of-business applications are routinely surfaced through the portal and have the capability to write securely to back-end systems and to maintain data integrity; information from multiple applications can be combined in dashboards.

Social Computing

Blogs, wikis, and podcasts are used occasionally, but may not be encouraged enterprise-wide; communities, if present, are largely through e-mail or are driven by forums. Personal profiles are available but cannot be customized; users can publish content on personal shared sites; people can be located based on profile information; the system sorts search results for people by users’ social graphs, which can be refined by using metadata; news feeds are typically delivered through RSS or e-mail alerts.

Project Mgt

Information access

Unstructured content from the Web, collaborative and content-managed data repositories, databases, and line-of-business applications is indexed; indexing processes incorporate browsing by people and ranking of expertise. Search relevance is managed by IT, but is not consolidated with the many indexes that exist for different search-enabled business applications; as a result, search relevance can be influenced by how people use and tag search results. A single platform provides an organization-wide search experience; structured data is incorporated and exposed in search-driven applications.


An advanced interactive search experience incorporates faceted information based on extracted metadata and other user experience elements to guide users; the search experience is unified across desktop systems, mobile devices, servers, and Internet searches.

Messaging

The messaging solution includes anti-spam, anti-phishing, and multiple-engine anti-virus protection. Use of high availability technologies enables continuity of messaging system services during full data center outages. The e-mail platform supports advanced, policy-driven message controls that include automatic application of rights protection. Secure, policy-driven access to a unified inbox from PCs, phones, and Web browsers exists inside and outside the firewall. Provisioning of user inboxes is driven by business demand, uses a single directory, and provides features based on user needs.

Unified Communic

ations

IM/Presence Online presence, IM, and peer-to-peer voice and video are in place (including multiple-layer anti-malware and contextual content filtering) and are accessible from PCs, phones, and Web browsers.

Conferencing A secure, unified conferencing platform that enables rich audio, video, and data collaboration is managed by IT and is available from enterprise productivity applications; the platform also has a single user interface, a single directory, and is available across organizational boundaries.

VoiceVoice communications are secure, encrypted, extended to remote and mobile workers using different mobile devices and integrated within enterprise productivity and collaboration platforms. Voice mail is part of a unified inbox that features single storage and a unified directory; retention and protection policies are enforced by the organization; messages are available as voice or transcribed text and are accessible from PCs, phones, or Web browsers.

Content Creation

and Manageme

nt

Information Mgt Traditional and new media content types are managed consistently in a single repository that has integrated workflow. Metadata is centrally managed and deployed across the business; metadata capture is simplified through preemptive suggestions, or is automated based on location and context.

Process Efficiency

Users are empowered to create and deploy electronic forms by using visual design tools; data from forms (stored in an open format) and scanned paper-based content are managed as part of an electronic information management strategy; a framework provides leverage for integration of data from forms with line-of-business applications. The organization gains leverage from visual workflow models and declarative workflow tools to create workflow solutions that have limited integration with line-of-business applications; people can design and validate customized parallel or serial workflows visually as needed, run them manually or automatically, and monitor them in real time. Inbound and outbound communications are generated by scalable, server-based, automated processes; processes and line-of-business applications are integrated within a framework; templates and output are stored and managed at the enterprise level as part of an information management strategy that provisions core document and records management capabilities.

Compliance Policy definition occurs at the content repository level and covers retention and disposition of all types of content, including e-mail; reporting occurs manually.

Authoring


Interoperability

User Accessibility

Phase 2: APOBasi

cStandardiz

edRationalize

dDynami

c

B S R D



Self-service reporting and analysis environment and tools established and maintained by IT. Access to data is decentralized but governed by IT with a well-defined process for stewardship and governance. Portals exist for dynamic reporting that supports rich report formats. Reports are generated with group or individual filter parameters and delivered via direct push or subscription and can vary by device. Users have the ability to share alerts and subscriptions with other users via limited collaboration and social networking. From the BI portal, users are able to connect to internal and external data sources and combine them in a single report or data set for further analysis. Users can do sophisticated analysis and build rich BI applications using Excel or other analysis tools. BI portal has reporting and analysis capabilities that include exception highlighting, guided analysis, and predictive analysis with rich logic. Dashboards are consistently used to provide operational and strategic views of the business from real time or periodically refreshed data. BI portal experience has rich visualizations, dashboards and scorecards with full data interactivity (slicing, filtering, etc.) consistent with self service reporting and analysis tools. Users have the ability to create unique personal and/or shared views of data that are actually combinations of multiple views (i.e. mashups). IT provisions and provides access to infrastructure, statistical analysis and data mining tools, and common sanctioned data sources to Data Analyst roles to analyze business data and build models to enable future decisions, predict trends, find correlations in business attributes, etc. Data Analysts publish the results of their analyses to business users via reports, spreadsheets, charts, visualizations, etc.


Real-time information is available to mission-critical applications, analytics, and reporting systems. Mature governance processes with integrated business rules are consistently applied for centralized data and data loading. EDW, data marts, and supporting storage and infrastructure are centrally managed. EDW serves as the hub that integrates data marts and enables a single view of data and data sets. EDW uses star/snowflake schemas with shared, conformed dimensions to simplify reporting and improve performance. Hardware architecture is balanced to optimize performance. Master data management of the EDW and data marts is centrally governed, although implementation, operations, and maintenance is still distributed. Data warehouse and data mart resources are explicitly governed. Audit information is available for performance, history, and forensic information. An IT-managed BI environment and applications at the department level are aligned with the enterprise data warehouse (EDW) environment and applications. IT proactively builds, maintains, and manages key reports and analysis models that are used regularly across the business. IT designs, implements, and manages semantic models (such as OLAP) and data schemas optimized for managed and self-service reporting and analysis.

Big Data


Suggestions on data and information sources are provided based on associated tags and based on data available in the catalog. User productivity applications are integrated with line-of-business (LOB) systems and suggest LOB data based on user actions.



Data Management

Data governance with documented, standardized policies and processes are established and automated for maintaining data consistency and security, but not necessarily optimized. Data access controls are consistently implemented and applied based on data classification. Centrally administered cryptography is used and audited for protection of data-at-rest and data-in-transit. A self-service interface exists for DBAs and/or authorized users to manage security. An information asset inventory and relationship map is able to predict impacts of changes in some areas. Metadata and taxonomies are defined, implemented, and formally managed in one or more repositories with more reliance upon policy-based management to ensure proper configuration and adherence to policies. Business has begun to consolidate data, management plans, and policies for consistency across information stores.


Application messaging services used by development are aligned with standard application operating environments. Development and operations teams have the skills required to effectively and consistently make use of these technologies. Limited application component and service reuse strategies exist at the departmental or project level. Orchestration and workflow between applications is typically implemented via custom integrations. Applications are beginning to adopt web services or other standards implemented in operating environments to allow application components and common application services to interoperate as needed. Common application services and middleware component frameworks are selected jointly by development and operations teams as part of the application life-cycle management process. A range of application services and infrastructure is provided across operating environments with central governance. A central engineering practices group co-sponsored by development and operations has formed and is providing valuable guidance to application development teams. Application developers consistently build applications using these application frameworks, so hosting, application services requirements, and management are predictable. Operating systems provide support for multiple application frameworks.

Custom Developme

nt



Developers have tools that allow them to automate the creation of components usable by end users out of low-level services, and to publish them to the central repository and obtain basic metrics of usage. Tooling for solution assembly is simplified. The organization overall realizes that services and UI needs to blend, start rationalizing which UI standard they will be driving to, and move to a point where every service has a “face” that is consumable for composing new applications. End users can share their created solutions back to the repository. Mechanisms exist to allow for ranking and rating of solutions and components. A managed central repository of all configuration items, assets, and systems provides dependency maps, reporting, and metrics for development and operations teams across the organization to manage integrations, performance, and scale.

Enterprise Integration Reusable integration components are developed for custom development on an ad hoc basis. Project management is centralized for application integrations.


The organization has selected and implemented a common set of frameworks for major application development and operating environment needs. Developer skill and use of standard frameworks is consistent. A central architecture and engineering practices group has formed with the participation of development and operations teams, and provides valuable guidance to development teams. A standard set of tools and common development approaches are used across multiple development teams in the organization. Developed applications extend line-of-business (LOB) systems (at UX level and mid-tier), extending LOB business logic. IT manages a service-based infrastructure of composite applications that connect and surface best-of-breed LOB systems.


Consistent, iterative, well-documented, and cross-functional processes exist across the application life cycle. Project estimates consider historical data. High transparency exists within self-directed teams, cross-team transparency, and stakeholder engagement. Project managers track status via centralized tools. Issue tracking is well integrated with change management. Test-driven development is accepted. Applications are designed for testability, with architectural and layer verification and validation. Agile testing is integrated tightly with agile development. Users and stakeholders are engaged on an ad hoc basis. Unit testing, static analysis, and profiling are used regularly. An integrated platform exists between development and operations for application monitoring, incident reporting and management, actionable defect/incident data from monitored applications, communication through support to development teams, and ubiquitous visibility into issue resolution status.


cStandardiz

edRationalize

dDynami

c

B S R D

Datacenter Mgt and Virtualizat

ion


The organization has a consolidated view and a consolidated management process across heterogeneous virtual environments, including branch offices. Performance monitoring of applications as well as physical and virtual hardware pools with enforceable SLAs; Service health monitoring with consistent reporting across heterogeneous environments. There are multiple levels of service availability clustering or load balancing. Virtualization and management is used to dynamically move applications and services when issues arise with datacenter compute, storage and network resources.

Server Security

Malware protection is centrally managed across server operating systems within organizations, including host firewall, host IPS/vulnerability shielding, and quarantine, with defined SLAs. Protection is deployed and centrally managed for all applications and services. Integrated perimeter firewall, IPS, Web security, gateway anti-virus, and URL filtering are deployed with support for server and domain isolation; network security, alerts, and compliance are integrated with all other tools to provide a comprehensive scorecard view and threat assessment across datacenter, application, organization, and cloud boundaries.

Networking Using IPv6 with IPSec for secure private communication over public network.

Storage Critical data is backed up by taking snapshots using a centralized, application-aware system.

Device Deployme

nt and Managem

ent




Identity & Security

Services

Identity & Access

Multi-factor and certificate-based authentication are applied in some scenarios, such as remote access across boundaries (such as On Prem and Cloud). Self service password resets supported. A centralized, group/role based access policy is defined for business resources, applications, and information resources, managed through industry accepted processes. A scalable directory that is integrated and automatically synchronizes with all remaining directories across multiple geographies and isolated domains for all applications with connectivity to cloud when applicable.


IT Process & Compliance IT service issues and design changes are tracked by using formal processes; testing is automated where possible.

Phase 3: BPIOBasi

cStandardiz

edRationalize

dDynami

c

B S R D

Collaboration

Workspaces Team members can simultaneously author, edit, and review content across Clients (including Devices). Self service onboarding, integration with identity systems, training for users is mandatory and enforced.

Portals

Publishers can direct content to specific audience targets; portals deliver a customized, targeted, or aggregated view of information to individuals based on user identity, role, and device on which content is consumed. Users have rich, targeted, meaningful information based on learned intelligence of their interests, search history, and professional network for an enhanced experience. Portals (enterprise, departmental, and personal) are provisioned by IT and are deployed on a single productivity infrastructure; governance policies are fully in place, including single sign-on supported by uniform directory services. Portals and line-of-business applications are integrated and users can take them offline for changes and secure synchronization later; can access data from these LOB apps across mobile devices; users can combine data from disparate sources into composite applications without IT involvement; IT has the flexibility to create rich client applications and surface them within productivity applications that are used to create and integrate content with the system of record.

Social Computing Blogs, wikis, and podcasts are used enterprise-wide and compose a significant amount of enterprise content; communities have dedicated, actively managed sites that often are customized for specific needs, This Content is accessible through multiple mobile devices.

Project Mgt

Information access

All corporate information assets from structured and unstructured data sources are indexed; a unified taxonomy exists for all key business data. Search relevance is influenced by a blend of indexing and the federation infrastructure; advanced content processing includes the ability to extract entities to add metadata, tags, and structure to unstructured information; as a result, organizations can display best-bets results and provide industry-specific dictionaries.


An advanced interactive search experience incorporates faceted information based on extracted metadata and other user experience elements to guide users; the search experience is unified across desktop systems, mobile devices, servers, and Internet searches.

Messaging

The messaging solution includes anti-spam, anti-phishing, and multiple-engine anti-virus protection. Use of high availability technologies enables continuity of messaging system services during full data center outages. The e-mail platform supports advanced, policy-driven message controls that include automatic application of rights protection. Secure, policy-driven access to a unified inbox from PCs, phones, and Web browsers exists inside and outside the firewall. Provisioning of user inboxes is driven by business demand, uses a single directory, and provides features based on user needs.

Unified Communic

ations

IM/PresenceInstant messaging (IM) and online presence are federated to suppliers and customers across multiple devices, and integrated across line-of-business applications, which enables enterprise networking through expert search. IM and online presence are federated to suppliers and customers across multiple devices and integrated across line-of-business applications, which enables enterprise networking through expert search.

Conferencing A secure, unified conferencing platform that enables rich audio, video, and data collaboration is managed by IT and is available from enterprise productivity applications; the platform also has a single user interface, a single directory, and is available across organizational boundaries.

Voice

Voice communications are integrated with other communications modes (such as e-mail, IM/online presence, and conferencing) and with line-of-business applications on a single platform. There is an intelligent, adaptive media stack on phone and PC endpoints to enable high-quality voice communications even on unmanaged networks (such as the Internet). Redundant call control servers within a cluster or pool provide resilience when failure occurs at a single point.

Content Creation

and Manageme

nt

Information Mgt Metadata includes social tags; search indexing automates promotion of metadata to business applications and processes.

Process Efficiency

Users are empowered to create and deploy electronic forms by using visual design tools; data from forms (stored in an open format) and scanned paper-based content are managed as part of an electronic information management strategy; a framework provides leverage for integration of data from forms with line-of-business applications. The organization gains leverage from visual workflow models and declarative workflow tools to create workflow solutions that have limited integration with line-of-business applications; people can design and validate customized parallel or serial workflows visually as needed, run them manually or automatically, and monitor them in real time. Inbound and outbound communications are generated by scalable, server-based, automated processes; processes and line-of-business applications are integrated within a framework; templates and output are stored and managed at the enterprise level as part of an information management strategy that provisions core document and records management capabilities.

Compliance Policy management is based on content type, location, and document libraries, and includes adherence of content used offline; an integrated solution for electronic discovery of information is in place; retention policies and holds on records are automated.

Authoring


Interoperability

User Accessibility

Phase 3: APOBasi

cStandardiz

edRationalize

dDynami

c

B S R D



Symbiotic relationship and process between self-service and managed BI. IT has visibility into self-service activities that it uses to recommend and guide the enhancement of the managed BI environment and data structures that support self-service. Rich report generation and consumption experience is available from multiple devices with device-aware reports (mobile, web, desktop, etc.). Triggering of and parameters used for reports can be based on complex event processing and workflow. Users search for unstructured documents and structured reports based on metadata and content of reports. Using search on the BI portal allows users to find data, analyses, and reports, and users can launch tools for self service report generation and analysis from the search interface. Data Analysts use powerful data management workbench with integrated access to tools for data preparation, cleansing, multi-variate analysis, and a sophisticated set of data mining algorithms with extensibility and tuning options. Data Analysts can easily publish their findings and data sets for access by business users.


Real-time information is available to mission-critical applications, analytics, and reporting systems. Mature governance processes with integrated business rules are consistently applied for centralized data and data loading. EDW, data marts, and supporting storage and infrastructure are centrally managed. EDW serves as the hub that integrates data marts and enables a single view of data and data sets. EDW uses star/snowflake schemas with shared, conformed dimensions to simplify reporting and improve performance. Hardware architecture is balanced to optimize performance. Master data management of the EDW and data marts is centrally governed, although implementation, operations, and maintenance is still distributed. Data warehouse and data mart resources are explicitly governed. Audit information is available for performance, history, and forensic information. An IT-managed BI environment and applications at the department level are aligned with the enterprise data warehouse (EDW) environment and applications. IT proactively builds, maintains, and manages key reports and analysis models that are used regularly across the business. IT designs, implements, and manages semantic models (such as OLAP) and data schemas optimized for managed and self-service reporting and analysis.

Big Data


Suggestions are based on contextual information and user behavior. Relevant data is recommended based on semantic analysis of user data, profile, and the context of task.



Data Management

Data governance with documented, standardized policies and processes are established and automated for maintaining data consistency and security, but not necessarily optimized. Data access controls are consistently implemented and applied based on data classification. Centrally administered cryptography is used and audited for protection of data-at-rest and data-in-transit. A self-service interface exists for DBAs and/or authorized users to manage security. An information asset inventory and relationship map is able to predict impacts of changes in some areas. Metadata and taxonomies are defined, implemented, and formally managed in one or more repositories with more reliance upon policy-based management to ensure proper configuration and adherence to policies. Business has begun to consolidate data, management plans, and policies for consistency across information stores.


A common application messaging services infrastructure is in place and well managed for larger mission-critical applications. Standard service-based application architectures are being rationalized and implemented with appropriate governance. Applications extend line-of-business (LOB) systems (at UX level and mid-tier), extending LOB business logic. Applications use web services to communicate across application boundaries. Processes and infrastructure for managing service endpoints, service discovery, and routing of application messages is in place. IT manages a service-based infrastructure of composite applications that connect and surface best-of-breed LOB systems. Components and services are explicitly tagged for reuse.

Custom Developme

nt



Business productivity and collaboration applications, features, and infrastructure can be easily leveraged as components to integrate powerful and familiar capabilities into the context of a composite application interface.

Enterprise IntegrationApplication integrations leverage standard application messaging protocols and infrastructure to connect various applications running on-premises and in the cloud, connecting mission-critical data and transactions across enterprise applications. Centralized data integration strategies and tools are used across the enterprise.


The organization has selected and implemented a common set of frameworks for major application development and operating environment needs. Developer skill and use of standard frameworks is consistent. A central architecture and engineering practices group has formed with the participation of development and operations teams, and provides valuable guidance to development teams. A standard set of tools and common development approaches are used across multiple development teams in the organization. Developed applications extend line-of-business (LOB) systems (at UX level and mid-tier), extending LOB business logic. IT manages a service-based infrastructure of composite applications that connect and surface best-of-breed LOB systems.


Consistent, iterative, well-documented, and cross-functional processes exist across the application life cycle. Project estimates consider historical data. High transparency exists within self-directed teams, cross-team transparency, and stakeholder engagement. Project managers track status via centralized tools. Issue tracking is well integrated with change management. Test-driven development is accepted. Applications are designed for testability, with architectural and layer verification and validation. Agile testing is integrated tightly with agile development. Users and stakeholders are engaged on an ad hoc basis. Unit testing, static analysis, and profiling are used regularly. An integrated platform exists between development and operations for application monitoring, incident reporting and management, actionable defect/incident data from monitored applications, communication through support to development teams, and ubiquitous visibility into issue resolution status.

AgendaAgenda





IT Benefits of the Integrated Capability Approach

Centralized reference for all customer transactions and interactions

Reduced training time and cost for data mining and analysis

Contact center applications have:

Flexible interfaces and logic to support ever-changing requirements

Integrated and flexible predictive analytics capabilities

Most current product, service, and promotion information is readily available

Enterprise-wide communication and a collaborative infrastructure minimizes response times to customers

Partners and vendors experience seamless communication and collaboration

Support customer service with a robust, agile, scalable, and sustainable Integrated Enterprise Platform

Is a key driver of business productivity and growth

Fuels profitable revenue growth

Gives managers more insight and control

Encourages employee productivity

Benefits of Optimizing IT Capabilities

Grow revenue 6.8% faster per year than their peers in the bottom 25% of IT capability.

Enjoy 23% higher revenue per employee than their peers in the bottom 25% of IT capability.

Achieve superior productivity (a company’s IT infrastructure is a key determinant).

Have significantly better insight into, and control over, key dimensions of their business.

Source: Enterprise IT Capabilities and Business Performance, Marco Iansiti, David Sarnoff Professor of Business Administration, Harvard Business School George Favaloro, Principal, Keystone Strategy, Inc-March 2006, http://www.microsoft.com/business/enterprise/itdrivesgrowth.mspx

Optimized IT… Companies in the top 25% of IT capability…

http://www.microsoft.com/business/enterprise/itdrivesgrowth.mspx

Engagement Approach

Audience

Solution road map

Solution areas Industry Horizontal

Business strategy

Integrated Capability Analysis => Projects, architecture, products

1. Present relevant integrated capabilities

2. Position the Integrated Enterprise Platform approach

Busi

ness

exe

cuti

ves

1. Understand business needs and priorities

2. Discuss range of potential solution capabilities

ITexe

cuti

ves

Arc

hit

ect

s IT

pro

/dev

exe

cuti

ves

Integrated Capability Analysis

Ensure target business capabilities cover process improvement priorities

Translate business capabilities into required infrastructure capabilities

Assess current infrastructure maturity

Determine gaps to target integrated capabilities

Build a road map for integrating capabilities and implementing solutions

Specify required platform architecture, technologies, and services

Baseline the Microsoft platform road map

Next Steps

Integrated capability analysisExplore the Integrated Enterprise Platform

Create a high-level implementation road map

Identify resources in your organization

Business analysts

Solution architects

Platform architects

Infrastructure architects

IT infrastructure managers

IT operations managers

Review the technology road map

Translate into a solution capability road map to review with the business

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing

market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Documents

Improving Customer Service Capability Discussion Presentation