1. 9/22/2018 3:55 PM
Customer-designated trusted technical advisor for cloud, who increases customer adoption and consumption by assessing risk, health and performing gap analysis. Also, the STA knows the customer environment, supports cloud growth, and maximizes customer’s return on their Microsoft investments. 1
Business Opportunity for the STA Role 2
The Role of the Support Technology Advisor 3
STA Key Deliverables
<SCRIPT>
Let’s start out with a definition of the Support Technology Advisor. The STA is a customer-designated, trusted technical advisor for cloud, who increases customer adoption and consumption by assessing risk, health and performing gap analysis. Also, the STA knows the customer environment, supports cloud growth, and maximizes the customer’s return on their Microsoft investments.
Also: the STA helps define the future desired state of IT infrastructure based on the needs of the customer and helps mitigate risks.
Let’s explore this more in the coming pages.
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2. 1 2 3 Value to Customer       Investments in the cloud
9/22/2018 3:55 PM
Value to Customer
Business Opportunity for the STA Role 1
Investments in the cloud
Growth, innovation, and competitive advantage
Availability, minimize risk and incidents
Cloud process maturity level
Risks, environmental health, gaps, and opportunities
Projects and products related to cloud solutions   2
The Role of the Support Technology Advisor   3
STA Key Deliverables
<SCRIPT>
The key outcomes that the STA role brings to customers are: {1*} helping to maximize their investments in the cloud. {2*} supporting their growth, innovation, and competitive advantage through their IT investments. {3*} maximizing availability and minimizing risk and incidents. {4*} Customers gain an assessment of their cloud process maturity level and can make changes based on that assessment. Next the STA {5*} will help customers assess the risks, environmental health, gaps, and opportunities for them to be ready for the cloud. Finally, the STA helps {6*} increase the effectiveness of projects and products related to cloud solutions.
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© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

3. 1 2 3 Value to Microsoft      Cloud consumption and adoption
9/22/2018 3:55 PM
Value to Microsoft
Business Opportunity for the STA Role 1
Cloud consumption and adoption
New workload penetration
Add-Ons and broader IP
Reactive volumes on cloud incidents
Custom deliveries into Microsoft ESD  2
The Role of the Support Technology Advisor   3
STA Key Deliverables 
<SCRIPT>
The STA is also a benefit to Microsoft because of their availability, actions and deliverables for Level 3 customers. They help Microsoft customers {1*} increase cloud consumption and adoption on the customer side, by removing blockers and moving together with the customer through their cloud journey and {2*} expand into new cloud technologies. STAs help {3*} drive advanced add-ons and capture broader IP for re-use by aligning customer needs and business outcomes with the right offerings and add-ons. They help {4*} reduce the number of support incidents on cloud services by analyzing the assessment results and defining the right plan to avoid future issues. Finally, {5*} they drive innovative, proven custom deliveries into Microsoft ESD.
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© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. 1 2 3 What is an STA? Med High Business Opportunity for the STA Role
9/22/2018 3:55 PM
What is an STA? 1
Business Opportunity for the STA Role
SDM/TAM
PFE
STA
Support, design & operations expertise
Med
High
Business skills
Complex accounts expertise
Technical Expertise
The Role of the Support Technology Advisor 2 3
STA Key Deliverables
<SCRIPT>
A good question to ask is “Why is there an STA role in the first place?”
The STA has a unique set of skills {1} allowing him or her to determine the desired technical, people, and process capabilities for a selected cloud workload. The STA also develops delivery scope, approach, and an engagement plan based on each customer's state, and also aligns that technical plan with business outcomes.
Specific soft skills, including communications, strategic thinking & training for business outcome conversations, give him or her the ability to connect with BDMs and ITDMs and map capabilities to business outcomes and objectives.
Finally, the STA brings thought-leadership and recommendations to the table that align with developments in the overall IT landscape and industry.
Simply put, the STA can handle both technology issues and business issues with ease.
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© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5. 1 2 3 What is the Scope of an STA?
9/22/2018 3:55 PM
What is the Scope of an STA? 1
Business Opportunity for the STA Role
The Role of the Support Technology Advisor 2 3
STA Key Deliverables
<SCRIPT>
During the sales and early planning stages, the STA {1*} may provide assistance in value-driven ways, such as understanding the desired business goals and outcomes, and translating these to business-aligned IT support. In addition, they may identify key IT stakeholders to partner with, and advise Pursuit Leads and TAMs on available services needed in Base vs. Add-On purchases.
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© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6. L3 Customers wants Personalized Support to Maximize Business Outcomes
9/22/2018 3:55 PM
STA Overall Focus 1
Business Opportunity for the STA Role
The Role of the Support Technology Advisor 2
1 primary cloud workload only
Cloud Consumption/Adoption
Maximizing customer’s Microsoft cloud investments
Productivity & security infrastructure
Business outcome 3
STA Key Deliverables
<SCRIPT>
Customers have access to a designated STA who focuses on:
{1*} One primary cloud workload, chosen by the customer, {2*} driving cloud consumption and adoption, {3*} maximizing customer Microsoft cloud investments and {4*} domain productivity & security infrastructure.
It is important to note that the STA is not only a technical resource, they are also expected to have {5*} business outcome conversations with the customer and the Microsoft account team.
How does this differ from the Cloud Solution Architect role in EPG? CSA focuses on deployment and Azure only, while STAs focus on all cloud workloads.
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L3 Customers wants Personalized Support to Maximize Business Outcomes
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7. 1 2 3 STA Technology Focus Business Opportunity for the STA Role
9/22/2018 3:55 PM
STA Technology Focus 1
Business Opportunity for the STA Role
Global Delivery Domains
Workload Portfolios
Productivity
Messaging and UC
Productivity and Social
Data and Insights
SQL and BI
Secure Infrastructure
Datacenter (System Center Suite)
Azure, Identity and Security
Dynamics
Modern Apps
Developer
Platforms, Client & Devices
The Role of the Support Technology Advisor 2
Technology Scenario
Description
Office 365
Support for Office 365 that includes: Migration and deployment assistance, proactive support and guidance, troubleshooting, and knowledge and skill transfer
Azure
Assistance with Azure infrastructure, Active Directory/Identity, and websites including: Gap analysis, education, troubleshooting and readiness skills development, proof-of-concept, governance, feature enablement, disaster recovery, and roadmap planning 3
STA Key Deliverables
<SCRIPT>
The primary technology focus of the STA will be {1*} DOMAIN productivity & security infrastructure. While there are currently six scenarios in the list of Technology Scenarios, 95% of all current DSE Cloud Technical deliveries are on Office 365 and Azure</SCRIPT>
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8. 1 2 3 Key Actions of the STA     
9/22/2018 3:55 PM
Key Actions of the STA 1
Business Opportunity for the STA Role
Quickly determines the current state and desired state
Establishes a shared future capabilities vision
Defines expected outcomes and recommended activities
Establishes a comprehensive Service Delivery Plan
Iteratively drives value through delivery   2
The Role of the Support Technology Advisor 
STA Key Deliverables 3
<SCRIPT>
The STA {1*} quickly determines the current state and desired state, looking at technical, people and process capabilities using Microsoft technology. This creates a base understanding of how this role can help the customer. The STA also {2*} establishes a shared future capabilities vision and identifies priority initiatives to further evaluate, define and realize jointly.
This individual also {3*} defines expected outcomes and recommends activities from priority initiatives by exploring best practices and options. They {4*} establish a comprehensive Service Delivery Plan encompassing a set of distinct activities and tasks, resulting in an agreement to execute.
Finally, the STA {5*} continuously drives value through delivery of the agreed program, ensuring compliance with architecture vision, business case and organizational policies, and secures acknowledgement of value, as it is realized.
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© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. 1 2 3 Business Opportunity for the STA Role
9/22/2018 3:55 PM 1
Business Opportunity for the STA Role
Services Included S M L
Base Services
Aggregate hours of a Support Technology Advisor
135
260
490
Services
Capability Needs Assessment or Premier Architectural Service 
Regular Technical Update Briefing
Quarterly
Bi-monthly
Monthly
Technical execution planning & reporting
Quality Review 1 2 4
Service reviews (Premier)
Incident trend analysis
Assessment w/Remote Engineer outcome review and recommendations 3 5
Workshop Library On-demand: recommendation plan 2
The Role of the Support Technology Advisor
STA Key Deliverables 3
<SCRIPT>
Level 3 customers may come in different sizes, depending on the percentage of their product spend. These sizes are ONLY internal designations and categories and should not be shared with customers. Conversations need to focus around business outcomes, not hours. While most sizes have the same or similar deliverables, there are some notable differences.
The first is the total hours of support from an STA: for small sized L3 customers, it is 135 hours, for medium sized it is 260 hours and for large, 490 hours.
This list of services is the starting point for what customers receive. However, the STA is not limited to these services – based on planning and agreements the STA may add other services.   
All sizes either receive a Capability Needs Assessment or Premier Architectural Service. The Regular Technical Update Briefing varies from quarterly to monthly, based on customer size, and may also vary based on technology. For example, with cloud technologies, the frequency of change is higher. All sizes receive technical execution planning and differ in the number of Quality Reviews delivered. All sizes of L3 customers are provided with Services Reviews and Incident Trend Analyses. They vary in the number of assessments provided and an outcome review with Remote Engineers. Finally, all sizes get access to the on-demand recommendation plan.
{1*} Click on the buttons below each column to view more information about each size.
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View S Details 
View M Details 
View L Details 
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10. Support Technology Advisor scope
L3 - S
Support Technology Advisor scope
(during TAP, Phase 2)
9/22/2018 3:55 PM
Available hours: 135
Delivery: Up to 80% remote / 20% onsite – frequency to be determined in scoping
Strategic goal
Actions
Outcomes
Lifecycle support
Assess
Determine the current state and desired technical, people and process capabilities
Summary of business and technical requirements, processes capabilities and key priority initiatives
Define assessments, remediation analysis, capabilities analysis
Define
Define goals and set a path to achieve outcomes
Document plan to be included in SDP by SDM; own specific components of plan
Technical service delivery plan
Prioritization alignment meeting with customer  PLAN & follow ups
Articulate service roadmaps to achieve outcomes
Best practice sharing 
Attain
Ensure support is tailored to customer needs
Deliver selected workload quality reviews & follow up
Deliver assessments with recommendations of services
Provide customer-tailored advice on opportunities from available innovation to their landscape & follow ups
Cloud adoption
Define ongoing value-add activities
Improve cross-domain communication
Regular overview on new features and changes in their cloud workload
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Microsoft Internal Use Only
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11. Support Technology Advisor scope
L3 - M
Support Technology Advisor scope
(during TAP, Phase 2)
9/22/2018 3:55 PM
Available hours: 260
Delivery: Up to 60% remote / 40% onsite – frequency to be determined in scoping
Strategic goal
Actions
Outcomes
Lifecycle support
Assess
Determine the current state and desired technical, people and process capabilities
Summary of business and technical requirements, processes capabilities and key priority initiatives
Future capability vision and scope
Define assessments, remediation analysis, capabilities analysis
Stakeholder/relationship mapping
Define
Define goals and set a path to achieve outcomes
Document plan to be included in SDP by SDM; own specific components of plan
Technical service delivery plan
Define value-based reporting
Prioritization alignment meeting with customer  PLAN & follow ups
Articulate service roadmaps to achieve outcomes
Best practice sharing
Remediation roadmap: (eliminate roadblocks) 
Attain
Ensure support is tailored to customer needs
Deliver selected workload quality reviews & follow up
Deliver assessments with recommendations of services
Provide customer-tailored advice on opportunities from available innovation to their landscape & follow ups
Cloud adoption
Define ongoing value-add activities
Improve cross-domain communication
Regular overview on new features and changes in their cloud workload
 Click to Go Back
Microsoft Internal Use Only
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

12. Support Technology Advisor scope
L3 - L
Support Technology Advisor scope
(during TAP, Phase 2)
9/22/2018 3:55 PM
Available hours: 490
Delivery: Up to 40% remote / 60% onsite – frequency to be determined in scoping
Strategic goal
Actions
Outcomes
Lifecycle support
Assess
Determine the current state and desired technical, people and process capabilities
Summary of business and technical requirements, processes capabilities and key priority initiatives
Future capability vision and scope
Define assessments, remediation analysis, capabilities analysis
Stakeholder/relationship mapping
Discovery" workshop/gather input on objectives and priorities from key audiences
Define
Define goals and set a path to achieve outcomes
Document plan to be included in SDP by SDM; own specific components of plan
Technical service delivery plan
Define value-based reporting
Prioritization alignment meeting with customer  PLAN & follow ups
Articulate service roadmaps to achieve outcomes
Best practice sharing (extended)
Remediation roadmap: (eliminate roadblocks) 
Attain
Ensure support is tailored to customer needs
Deliver selected workload quality reviews & follow up
Deliver assessments with recommendations of services
Technical expertise on workload for project meetings
Provide customer-tailored advice on opportunities from available innovation to their landscape & follow ups (extended)
Monitor and facilitate the delivery of technical support through ad-hoc project-level and monthly review meetings
Cloud adoption
Define ongoing value-add activities
Improve cross-domain communication
Regular overview on new features and changes in their cloud workload
 Click to Go Back
Microsoft Internal Use Only
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.