11/27/2018 8:14 AM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11/27/2018 8:14 AM BRK3230 Learn how Microsoft does IT: The journey from Skype for Business to Teams Pouneh Kaufman Director/Principal, Program Manager Sara Bush Sr. Program Manager Anas Shaikh Dan Benedict © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What to expect from today’s session 11/27/2018 8:14 AM What to expect from today’s session Objectives Key Takeaways Understand Microsoft’s goals for upgrading to Teams Learn about the Teams-only Mode experience Explain our approach to adoption and change management Define your internal approach to upgrading to Teams Understand your success and roll back criteria for your roll-out Customize a simple support strategy for deployment Create a change management and adoption strategy for upgrading © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Our internal approach Technical readiness—transition when the product meets our users’ needs User-validated minimum viable (and valuable) product Functionality tested at scale through the internal Microsoft 365 ring structure and by other early adaptors Adoption—win the hearts and minds of our employees User-validated scenario-based training and adoption strategy Comprehensive data-driven listening strategy Globalized change management framework Sponsorship and personalization—enable and ease change Local adoption teams guide organizations through change Global toolkit tailored to your organization or area’s needs

Teams upgrade goals 11/27/2018 8:14 AM Meeting the needs of the modern workplace: Microsoft employees and our customers have evolving expectations for how we work – we need digital workspaces like Microsoft Teams that feel inclusive and open, where we can easily share, connect, and work together seamlessly Simplifying the meeting and calling experience: Upgrading from Skype for Business to Teams gives us a single client for meetings, calls, and collaboration tools in one application. Providing better quality and reliability: The modern infrastructure supporting the Teams meeting, voice, and video experience will typically result in better quality meetings and calls. This includes improvements for low-bandwidth locations, the ability to maintain and upgrade the service without interruptions, and faster meeting join times. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

T E A M S Migration Guiding Principles 1 2 3 4 5 6 Telemetry & Sentiment to Ensure Service Health and Experience Ensure No Disruptions Anchor on Productivity Manageability Features for IT Admins Support Globally and Locally from ITMS Establish User Confidence Improved service reliability and quality in Teams. No disruption to Field Sellers and Finance during Q4 and month end All MVP features must be fully functional/GA, and & room upgrades complete IT Admins have ability to telemetry & controls to effectively manage our tenant Ensure change management and support plan are in place for greater success and adoption Be transparent, be authentic about the end user experiences Monitor top feedback trends Honor existing meetings Phased migration strategy to ensure user disruption during migrations are minimized Intuitive, guided experience for users before, during and after migration to Teams T E A M S

Our story to Teams What is our MVP criteria for upgrading to Teams? Calling Live Events Meetings Messaging What is our strategy to upgrade to Teams? Phase approach by Org 3 workstreams

Teams Upgrade Success Criteria 1. Support % of Support tickets are lower than upgraded user base No severity 1 issues Daily monitoring to review support ticket types 2. Temporary “opt out” User deferment should be based on exclusion scenarios and less than a % of upgraded user base Federation : Contacts & Presence Outlook Meeting Add-in and Integration for MAC users 3. Calling quality Target of % : Poor Call Rate (PCR) represent the % of dissatisfied ratings (1 o22 stars) from in-product surveys that capture user feedback after a meeting or call 4. Healthy Call Index (HCI) Target % or higher. Healthy Call Index represent the % of calls encountering no unexpected setup or drop issues. 5. Meeting Quality Target % of Meeting Quality Rating. 6. Healthy Meeting Index (HMI) Target of %. Healthy Meeting Index represents the % of perfect meetings across all participants for all modalities for a given meeting 7. User Sentiment Ad- hoc Survey, Pulse, GESS User sentiment; Yammer, User Voice, Champions © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11/27/2018 8:14 AM Teams-Only Mode © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11/27/2018 8:14 AM Teams-only mode Employees in Teams-only mode will schedule meetings, make calls, and chat exclusively from Microsoft Teams. They won’t have the ability to create new meetings, make calls, or instant message from Skype for Business, but they will be able to join Skype for Business meetings. Recommendation: if you are in Teams-only mode, ask your colleagues to communicate and meet with you in Teams! © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Long Story: Experience of a Teams-Only user What is Upgrade? Short Story: Long Story: Experience of a Teams-Only user = “Upgraded User” “Teams-Only User” PSTN Calling Chat & VoIP Calling Receives and initiates all chats and calls in Teams Can interop (IM/call) with any SfB user Is redirected to Teams if they try to sign in to SfB Meetings Schedules all new meetings in Teams Can join existing SfB Meetings © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

PSTN calling options available with Teams Phone system and Calling Plans in Office 365 United States Europe https://docs.microsoft.com/en- us/microsoftteams/country- and-region-availability-for- audio-conferencing-and-calling- plans/country-and-region- availability-for-audio- conferencing-and-calling-plans Direct routing Skype for Business on-premises Retain current services until calling plans or direct routing are available (technical + regulatory constraints) India SBC © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Meeting Solutions available in Teams Considerations Countries What are we doing about it? CPC Dial in Toll numbers unavailable in some regions Egypt, Guatemala, Iceland, Ivory Coast, Kuwait, Lebanon, Mauritius, Morocco, Namibia Nigeria, Tunisia https://docs.microsoft.com/en-us/microsoftteams/country-and-region-availability-for-audio-conferencing-and-calling-plans/country-and-region-availability-for-audio-conferencing-and-calling-plans Working with product teams to promote availability of telephone numbers in this region Engineering Team is also investigating options of allowing customers to use Service numbers through Direct Routing. Stay with SFB on prem for users in these regions © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Teams-only Eligibility Criteria 1. Already Online 2. No Response Group Services (RGS) 4. No Cloud PSTN Calling Restrictions 5. No Cloud PSTN Conferencing restrictions 6. No Opt Out Requested © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

1 2 3 4 How CSEO’s Early adoption and feedback helps? 11/27/2018 8:14 AM How CSEO’s Early adoption and feedback helps? 1 Outlook Presence and people card integration 2 Federated Contacts and presence availability from Teams to SFB ON Premise and SFBO 3 Inter-op Calling, Teams to SFB. 4 Register Teams for SIP, Tel: protocols. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Temporary Deferment “Opt Out” 11/27/2018 8:14 AM Temporary Deferment “Opt Out” © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11/27/2018 8:14 AM Temporary Deferment Allows users who are not ready to onboard, opt out of the Teams Interop Policy. Automatically Changes the Policy within 15 minutes. PowerBI data gives IT and Microsoft Teams Product Group (PG) a view into why users are opting out. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Support and Escalation 11/27/2018 8:14 AM Support and Escalation © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Support and Escalation Process Project Management Service Management Exec Management Yammer In-person IT Managers Telemetry Help Desk ICM/ SNOW EVP Level Issues Channels Teams & Voice Team Service Engineers CSEO Point of Contact Owners Monitoring, Q&A support, damage control, perception management, general help. Escalate to Help Desk/Product Group when appropriate. Push “big red button” to roll back when stop is determined. Monitor telemetry and escalate to Product Group when necessary. Track issues/Major Incidents/work stoppage and escalate if needed. Help Desk Support. Support for technical questions. Field direct feedback from EVP team and direct per scenario (technical goes to Help Desk) Process

Readiness Success Factors & Teamwork Champions Program © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11/27/2018 8:14 AM Upgrade Readiness Are our users ready to move from Skype for Business to Teams Only? Definitions Adoption Active User (AaU): Employees who performed at least one “Panel Action” in Microsoft Teams Parity Function: Send a Chat; Participate in in a Call; Participate in a Meeting © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Success Factors: Train End Users “The Art of Teamwork Tour” For every person who attends AoT, ~6 others have increased usage & retention! Deeper look at current Month over Month Results Rolling 30-days Untouched Users Attendee Attendees' Orgs Adoption Active Usage 90.8% 97.8% 94.3% MoM Retention 97.9% 99.1% 98.4% Avg Chat 40.8% 38.5% 34.6 Avg Meeting 12% 15.5% 14.3% Avg Call 4.3% 5.9% 4.7% Avg Email Received MoM

Success Factors: Prioritized Scenarios 11/27/2018 8:14 AM Success Factors: Prioritized Scenarios Art of Teamwork “Snackable” Videos First 5 Things to do in Microsoft Teams Private Meetings in Microsoft Teams Navigating within a Microsoft Teams Meeting “Teams Only” Mode in Microsoft Teams © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Success Factors: Implement Comms / Marketing Microsoft Teams Intranet & Yammer promos Art of Teamwork Training intranet promo Teamwork Champions intranet promo Snackable Videos promo on Yammer Physical & Digital signage in buildings Success stories with videos on intranet Meeting Room Upgrade info – In-room & Intranet

Success Factors: Empower Champions Foster a Community of Evangelists!

Recruiting Pools Program Fundamentals Most active Teams Yammer participants EUSE Field Support & IT Managers Teams Elite members Art of Teamwork attendees Recommendations from other “Super Users” Program Fundamentals Make it Global Champions identifiable by end users Ask Champions to land specific activities (Gives) Value proposition (Gets) © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Program Details GIVES Art of Teamwork Training Teams Yammer Group Support Champions List for your Organization Promote Readiness GETS Digital Profile Badge Digital & Physical Swag Engage with SMEs and the Microsoft Teams Product Group © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Program Results >650 Champions >45 Countries >90 Buildings Chat Meetings Calling Skype for Business Microsoft Teams Program Results  >650 Champions >45 Countries >90 Buildings 93.5% Active Usage in buildings with Champs! Nearly 99% month over month retention! 56.7% of all Chats happen in Teams! 17% Using Teams Meetings (without 100% deployment of Outlook add-in) *Data points for users in same buildings as Teamwork Champions

Internal Adoption and Change Management 11/27/2018 8:14 AM Internal Adoption and Change Management © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Improve the Experience Internal Adoption Program AWARENESS ENGAGEMENT MEASUREMENT MANAGEMENT Pilots WW Art of Teamwork training series (L100/L200) Tailored content by persona & usage journey Teams Champs launch Awareness campaigns, digital & physical White glove exec engagements e.g. Sales; WW Industry; Xbox; Legal WW Teams & Teamwork Training Showcase successes via #TeamsStories Usage, support & health metrics inform baseline for adoption journey Drive listening systems engagement Improve customer guidance Improve the product from employee feedback (User Voice & Elite) Deliver integrated service roadmaps Iterate messages & tactics frequently Improve the Experience Land the Message Support the Change Analyze & Adjust

Organizational Adoption Team Model

Microsoft Teams Resource Cheat Sheet Office 365 Roadmap All public feature delivery dates Filter by product Microsoft Technical Community Product forums and blogs Driving Adoption forum O365 Champion’s Corner Diversity & Inclusion forum Success with Teams Practical Guidance Learn how to plan, deliver, adopt and manage Microsoft Teams Skype for Business to Teams transition guidance Coffee in the Cloud on YouTube Short how-to videos for IT Pro’s and Champions Long form end user & administrator training https://aka.ms/O365Roadmap https://aka.ms/TeamsCommunity https://aka.ms/SuccessWithTeams https://aka.ms/CoffeeintheCloud For Customers

The Skype to Teams quartet at Ignite There are four Ignite sessions focusing on the upgrade experience Designing your path from Skype for Business to Teams: <Start Here> Planning the end-to-end upgrade experience BRK3141 Planning a seamless migration from Skype for Business to Teams for IT Admins BRK3142 Delighting your End Users: Facilitating a smooth transition from Skype for Business to Teams BRK2190 “Meetings First” Microsoft Teams Meetings for ​ Skype for Business Server users BRK3124 © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Public Office 365 Champion Program Sign Up Get Connected Participate & Learn https://aka.ms/O365Champions https://aka.ms/ChampionsGettingStarted Dedicated Champion’s Corner on Microsoft Technical Community Monthly calls with Microsoft experts & peers Early access to adoption resources and tools Open to all business users, IT Pro’s and developers who want to drive adoption of cloud services

Microsoft Teams Sessions at Ignite See more at https://aka Teams Core Fundamentals Change Management, Adoption and Success Stories BRK2159: What's new in Microsoft Teams, BRK2161: Microsoft 365, Built for Teamwork BRK3118: Microsoft Teams Architecture Update BRK3120: Troubleshooting Microsoft Teams BRK3126: What’s new in EDU? Updates to Microsoft Teams BRK3135: Learn more about security and compliance for Teams BRK3140: Microsoft Teams in the Government Cloud BRK3231: Collaboration on the Go with the Teams Mobile App BRK3370: Innovation of Teams built on a foundation of quality BRK4012: How to manage Microsoft Teams effectively BRK2160 : Scenarios to realize the value of Microsoft Teams BRK2189: Success with Teams Customer Panel – Best practices for large scale enterprise deployments BRK2366: Find out how one of the biggest retailers in Europe is using Microsoft Teams BRK3170: Driving Teams Adoption: Enabling the modern workplace with O365 & Microsoft Teams BRK2143: Improving Health Teams Collaboration using Microsoft Teams Upgrading from Skype for Business to Teams Intelligent Calls, Meetings & Devices BRK2190: Facilitating a smooth transition from SfB to Teams BRK3141: Designing your path from SfB to Teams BRK3142: Planning migration from SfB to Teams for IT Admins BRK3230: How Microsoft Does IT:  The Journey from SfB to Teams BRK2169: Reaching broader audiences with Microsoft Teams live events BRK2188: Intelligent meetings in Microsoft Teams BRK3168: Intelligent Communications across devices in Microsoft Teams BRK3232: Collaborative Calling and Business Voice in Teams

Microsoft Teams Sessions at Ignite See more at https://aka IT Pro Deep Dives BRK3113: Deep dive into the Administration Portal for Microsoft Teams and Skype for Business BRK3138: Managing Client Deployments and Updates for Microsoft Teams BRK4013: Quality in Meetings and Calling in Teams BRK3169: Understanding calling usage and diagnosing call failures in Teams BRK2461: How to choose, deploy and manage the right Teams Devices BRK4014: Deep dive on Office 365 Direct Routing BRK4016: Understanding Media Flows in Microsoft Teams BRK3229: Everything you need to know about Skype for Business Server BRK3124: How Skype for Business on-premises customers can take advantage of Teams meetings Extending Platform and Apps BRK2453: Drive Digital Transformation through Apps in Microsoft Teams BRK3119: Deep Dive into Building Apps for Microsoft Teams BRK2463: Introduction to programmable voice and video in Microsoft Teams BRK3122: Connecting Microsoft Teams to third-party meeting room devices with Cloud Video Interop BRK3136: How to manage secure, custom applications in Microsoft Teams

Learn more at https://aka.ms/DiversityandTech Courtesy of Dux Raymond Sy

Please evaluate this session Your feedback is important to us! 11/27/2018 8:14 AM Please evaluate this session Your feedback is important to us! From your PC or Tablet visit MyIgnite at http://myignite.microsoft.com From your phone download and use the Ignite Mobile App by scanning the QR code above or visiting https://aka.ms/ignite.mobileapp © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.