Facilitator Guidance The following slides provide example deliverable content Replace (Contoso) with your customer’s company name / business unit Replace (Partner Name) with your company’s name Tailor all content in this document based on your analysis and the customer’s specific business processes For additional guidance on deliverable development, please refer to the Solution Workshop Partner Facilitation Guide included in the BVPS Engagement Facilitation Materials download package located: ( Note: This document is referred to as the BVPS Engagement Summary document in the BVPS Terms and Conditions

After X Day BVPS Workshop Vignette Title S ITUATION Short description of situation C URRENT S TATE Short Description of current state led to: Pain 1 Pain 2 Pain 3 Pain 4 F UTURE S TATE Short description of future state to: Improvement 1 Improvement 2 Improvement 3 Improvement 4 R ESULTS Solution Cost/Time Result 1 Result 2 Result 3 Company Logo Output A FTER Output B EFORE Vignette Template Please complete this 1-slide engagement summary or “vignette” template as part of your deliverable. Please delete this text box, complete all slide sections, and complete speaker’s notes sections. Microsoft BVPS Drives Business Results.

Save a Tree: Use an eForm Automating IT Change Request Management Processes (Contoso IT Department) (November 2009)

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 4

Background (Contoso) currently faces a number of challenges related to its current IT Change Request process, including: Change Request (CR) workflow driven through , with users attaching files to s to transmit, decreasing process effectiveness Information captured through existing Word CR form does not enable good filtering, search, or sorting Manual CR processing steps require 50% of resource time / 20+ hours per week Often CRs will have missing or insufficient content, requiring manual follow-ups Series of manual process steps required post meeting CR “translation” required to show impact to stakeholders CRs improvements are not easily repeatable for other groups - take too much time and includes many errors CRs do not often lead to efficiency and cost reductions 5

Engagement Participants Participant NameDepartmentRole (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) 6

Executive Summary (Partner) proposes a series of improvements related to the Change Management process and workflow capabilities to empower your business to improve key processes through process automation Implementing the proposed automated forms solution for the CR process will provide (Contoso) with: 20% reduction in CR form fill efforts 20% reduction in CR handling labor Reduced CR response time by 5 days 50% increase in successful CR resolution 7

Executive Summary

Contents Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 9

Current State Process Analysis Change Management Process Phases – Analysis Summary 10 Prepare Change Request Prepare for Change Management (CM) Meeting Conduct CM Meeting / Follow-Up and Communicate

Current State Process Analysis 11

Current State Process Analysis 12

Current State Process Analysis 13

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 14

Future State Process Analysis Change Management Process Phases – Analysis Summary 15 Prepare Change Request Prepare for Meeting Conduct Meeting / Follow-Up and Communicate

Level Of Complexity Low High Low Value to Business Prioritized Process Solutions 16 1 Change request LOB integration (SharePoint Server 2010, SQL 2008, LOB System(s)) Document Library of Change Requests (SharePoint Server 2010, SQL 2008) Develop communication process to stakeholders post-meeting (SharePoint Server 2010, SQL 2008) Adjust content included on CR form to make more useful; Impact (who, what, where, when) and develop pre-submission validation logic (InfoPath 2010)

17 Future State Process Diagram

18 Future State Process Diagram

19 Future State Process Diagram

Anticipated Benefits - Process Process Phase Improvement Description Benefits Technology Leveraged KPI Impact(s) Affected Stakeholders Prepare Change Request CR process automated through InfoPath forms and SharePoint Forms Services Forms are available offline or online CRs are filled out properly and validated CRs include data populated from SharePoint or LOB systems CRs routed to appropriate stakeholders, interested parties SharePoint Server 2010 InfoPath % reduction in CR form fill efforts 20% reduction in CR handling labor (Contoso) Change Management (Contoso) Sections Data Center Prepare for Meeting Change Management Resources review CRs via collaboration portal CR information, to prepare for meeting, is available from SharePoint List or Web Part pages Reduction in meeting preparation process duration Reduction in labor costs SharePoint Server 2010 SQL Server 2008 Reduced CR response time by 5 days 20% reduction in CR errors (Contoso) Change Management (Contoso) Sections Other interested stakeholders Conduct Follow-up and Communicate Meeting staging through collaboration portal yields better managed, more focuses meetings Formalized post- meeting communication processes improve CR resolution rates All CRs are stored in a repository, viewable in a SharePoint List or in a Web Part Interested parties can track CR resolution process via RSS feed SharePoint Server 2010 SQL Server % reduction in meeting time 50% increase in successful CR resolution Reduced labor cost (Contoso) Change Management (Contoso) Sections Data Center Other interested stakeholders 20

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 21

Adoption & Implementation Planning Summary Phase ID Improvement Description Resources Required Implementation Owner Additional StakeholdersNotes 1 Create CR eForms, CR Repository Change Management Resources IT Resources IT Manager Change Management Director 2 Create Collaborative Meeting Workspace Change Management Resources IT Resources Data Center Staff IT Manager Change Management Director 3 Create Post Meeting Automated Follow-up System Change Management Resources IT Resources Third Parties IT Manager Change Management Director 4 Create Calendar Integration System Change Management Resources IT Resources IT Manager Change Management Director Third Parties 5 Create Pre- meeting CR Triage System and 24 Hour CR Resolution System Change Management Resources IT Resources Data Center Staff IT Manager Change Management Director 6Train Staff Affected Company Staff HR ManagerIT Manager 22

Potential Adoption Roadblocks Stakeholder Group Anticipated Resistance to ChangeDegree to which Resistance will Limit Initiative Success Mitigation actions Technical Change Management N/A Data CenterN/A SectionDifficulty using InfoPath formMid Test implementation Develop online tutorial Form usage demonstration Cultural Change Management N/ALow Data Center Unwillingness to adjust internal processes to revised CR process championed by Change Management Mid Highlight anticipated overall benefits of automation Section Preference for “simpler” paper-based + process Low Highlight anticipated overall benefits of automation 23

Adoption Roadblock Mitigation Actions by Stakeholder Adoption CategoryChange ManagementData CenterSection Awareness Awareness generating communications via , newsletters, manager meetings, etc., targeted to stakeholder group and concerns Value Demonstration Emphasize process and productivity improvements to Division specifically and company as a whole; including estimated financial impact. Emphasize value to company as well as importance of pilot-testing; provide case studies and whitepapers related to virtual training to demonstrate how other companies have successfully implemented solution Demonstrate both improvement in productivity through quick hits and quick wins; also show overall process improvements and estimated financial impact for company. Provide useful tactical training to support roll- out. Ensure solution is fully tested to minimize end-user issues Integration & Alignment Ensure proposed solutions/ initiatives are aligned with both with business and IT strategy and direction 24

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 25

Next Steps Review presentation and proposal with (Customer Name) decision maker and stakeholders for approval Consider a SharePoint Deployment Planning Services (SDPS) follow-up engagement Execute work order for project Schedule kick off meeting for week of _____ and weekly status meetings Propose schedule: A) Deadlines for initial milestones, or B) Date to finalize initial milestones 26