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Sandbox and Change Management
Vidya Balakrishnan
Alex deSantiago
Ilene LaBarbera
Admin III – Expanding into New Areas
Agenda
Exercise
Introduction
Informa, Alex deSantiago
ADP, Ilene LaBarbera
Wrap Up
Q&A
Exercise
Turn to your neighbor and discuss the following:
What was your favorite part of Dreamforce?
What was your very first music concert?
Imagine a World Without Change
Change Management
Change is inevitable The only change you can count on in software development is
the fact that it will change
What, when, how, and why to carry out change
Define the Strategy• Start at the top
• Get buy in from every layer
• Communication vehicles• Start early
• Set Expectations
• Email Templates, Release Management
• Use a Phased Approach
Force.com Sandbox – We can help!
Effective Change Management Enabler Test, Test, Test!
Data Validation Configuration Validation
Release Management Use Salesforce!
Multiple Sandboxes Packaged Applications
Custom Objects/Fields Reports/Dashboards
The Future
All About Informa plc
• INDUSTRY: Media
• EMPLOYEES: 7,500
• GEOGRAPHY: Global
• # USERS: 1,121
• PRODUCT(S) USED: Salesforce SFA, Call Center & Marketing, 40 custom
objects…
Informa plc is the leading international provider of specialist information and services for the academic and scientific, professional and commercial business communities. Informa has over 150 offices in more than 40 countries and employs 7,500 staff around the world
Key Challenges – Complex Configuration
20+ deployed Business Units (BU’s)
6 Competing BU’s
40 Custom Objects
136 Profiles
261 Record Types
379 Page Layouts
579 Roles
653 Custom Fields
3,300+ Reports
Key Challenges – Global Organization
BUA – ESIBUA -ESIBUA – HW
BUA – iMoneyNetBUA - Forum
BUA – ProfessionalBUA – Healthcare
BUA – ITMBUA – Informa
BUA - APAC PI
BUA - IIR Dubai
2 SysAdmins - Informa
SysAdmin - Informa
Premier SupportSalesforce
BUA - Omega
2 SysAdmins -Informa
BUA - T&FBUA - AG
BUA - IBCBUA - IRS
BUA - IIR South Africa
SysAdmin - Informa
Key Challenges – Complex Environment
Support Team Implementation Team
FAM Director
Informa SysAdmin Informa SysAdmin Informa SysAdmin Informa SysAdmin
FAM Director
US Project ManagerEMEA Project
ManagerDeveloper
Trainer Trainer
Data MigrationSpecialist
Data MigrationSpecialist
Business Analyst Business Analyst
FAM Director
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
Business Unit Administrator
20 Live Implementations
35+ Implementations to Go
The Solution – Change Management Process
4 Level Support
Service & Support application Cases
Assignment Rules
Escalation Rules
Automatic Notifications
Reports & Dashboards Cases by Type
Cases by Owner, Age
Cases by Priority
Etc
The Solution – Support Application
The Solution – Release Management
Minor Release (Daily/Weekly) Minimal data migration impact NO integration impact NO Training Required Examples: new field value, field positioning, new related list, etc
Major Release (Monthly) Additional Training Required Significant GUI Change Data migration and/or Integration impacts Example: new app from the AppExchange, configuration with
significant process changes, new initiative, new integration, new page layout, new custom object, etc.
The Solution – Multiple Sandboxes
Multiple Releases
Multiple Implementation Projects
Multiple Trainings
Results – Happy Customers
Greater Visibility 400+ closed cases since March 2007 130+ user activation/deactivation cases 120+ enhancement cases ~65 cases closed per month
Consistency and Control All new fields, values, etc. go through one process Same process across offices and/or geographies
Improved Coordination/Communication Weekly BUA, SysAdmin, Steering Committee meetings Monthly release emails
Imagine it. Learn it. Use it.
1. Establish & Enforce Change
Management Process
2. Define Roles & Responsibilities
3. Establish a Steering Committee
4. Leverage Service & Support
Application for internal use
5. Coordinate Sandbox usage
All About ADP
• INDUSTRY: Business Services
• EMPLOYEES: 40,000
• GEOGRAPHY: Global
• # USERS: 7,000
• PRODUCT(S) USED: Salesforce SFA, Marketing & Call Center, 15
downloaded AppExchange applications
ADP, with nearly $8 billion in revenues and approximately 585,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging more than 55 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine and recreational vehicle dealers throughout the world.
All About ADP
Traditional Field Sales and Inside Sales selling:
Core Payroll Services
Benefits
Time & Labor
401k, 529 saving plans
Workers Comp & Health Insurance
20 business units spanning the globe
ADP Change Management – Key Challenges
Key Challenges• 20 business units in one org
• 304 Record Types• 34 account, 42 opportunity, 31 contact,
41 lead
• 259 profiles
• 500 account custom fields (maxed out)
• 2785 roles
• 88 System Administrators• 6 Center of Excellence
• 10 Integration/Development
• 20 Field Administrators
• 52 Various support roles
Change Management Steering Committee
Change Management
Steering Committee
Corporate Center of
Excellence
20 BU representatives
Quarterly Meetings
ADP Center of Excellence
Center of Excellence
Team of 3 / End User Support, System
Configuration, Data Loads
2 Relationship Managers
Change Requests
• Templates
• Cases
Communications
Auditing
ADP BAM – The field adminstrators
20 business representatives called “BAMs”
Business Application Manager
Quarterly Meetings
Share Best Practices
Demo Solutions
Review Vendors
Collaborate
ADP CoE Voice
Newsletter – ADP CoE Voice
Tips & Tricks
Key Figures
Project Updates
Spotlight on BU
Releases
BAM sessions
Change Management – Types of Requests
Level I
Level II
Level III
Communicate, Approve, Execute, TEST, Deploy
Level 1 Changes
Level 1 Report Writing & Sharing
Dashboard Writing & Sharing
List View Writing & Sharing
Template Writing & Sharing
Managing Users
Mail Merge Documents
Useful Links
Products and Price Book
Change Management Document Change Types Action / Steps Marketing & Campaign Changes Add BU abbreviation before the name of all campaigns.
This minimizes confusion and improper selection of another BUs campaign.
Views, Reports and Dashboards New (adds) Changes/deletions
New and existing views or reports should always specify the targeted BU under Change visibility (Step 6) to “This view is accessible only by users in the following groups.” If a new queue is setup the related view defaults to accessible by all users. You must change the visibility to: “This view is accessible only by users in the following groups” New and existing reports: Save to the appropriate folder – do not save in Unfiled Public Reports folder.
Templates and Documents New and existing views or reports should always specify the targeted BU under Change visibility Save to the appropriate folder for your BU
Level II Changes
Level II Change Field Adds, Deletes, Changes
Assignment Rules
Custom Indexes, External IDs
User Profiles w/Modify All Data
New Record Type
Data Migration
Custom Development
Level III Changes
Level III Changes Changes of this type focus primarily on areas of the
application that impact other Employer Services as
a whole, and require funding beyond budget of
CoE or sponsoring BU.
Imagine it. Learn it. Use it.
How to apply what you’ve learned when you get
home
• Central Team to Manage Change Management
• Templates, Standard Communications
• Meet Quarterly to share ideas, best practices
• Come up with guidelines and procedures for different
Salesforce admin functions
Your Imagination… Our Expertise…Your Success!
Visit the Services Booth located in the Campground and …
• Talk to an Expert!Sign up for Your Free 20 min Success Clinic
• Get a Free Successforce Services Shirt! Meet with a Services Representative
• Witness the Power of S-Controls!Visit the Campground Theater
“Salesforce consulting expertise was critical to
the delivery of the perfect solution for my
company, providing complete business visibility
and ensuring 100% user adoption. Moreover,
they delivered on-time and under budget.”
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Vidya Balakrishnan
Principal Consultant
Alex de Santiago
Director, Fusion Account Management
Ilene LaBarbera
Director, SFA
QUESTION & ANSWER SESSION
