1. 11/27/2018 8:14 AM
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2. 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
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3. 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
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4. 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

5. 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.
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6. 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

7. 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

8. 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
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9. 11/27/2018 8:14 AM
Teams-Only Mode
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10. 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!
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11. 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
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12. PSTN calling options available with Teams
Phone system and Calling Plans in Office 365
United States
Europe
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
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13. 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
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
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14. 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
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15. 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.
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16. Temporary Deferment “Opt Out”
11/27/2018 8:14 AM
Temporary Deferment “Opt Out”
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17. 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.
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18. Support and Escalation
11/27/2018 8:14 AM
Support and Escalation
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19. 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

20. Readiness Success Factors & Teamwork Champions Program
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21. 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
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22. 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 Received
MoM

23. 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
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24. 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

25. Success Factors: Empower Champions
Foster a Community of Evangelists!

26. 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)
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27. 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.

28. 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

29. Internal Adoption and Change Management
11/27/2018 8:14 AM
Internal Adoption and Change Management
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30. 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

31. Organizational Adoption Team Model

32. 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
For Customers

33. 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.

34. Public Office 365 Champion Program
Sign Up
Get Connected
Participate & Learn
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

35. 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

36. 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

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

38. 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!
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