six steps to ensure a successful microsoft teams...•manage the teams service, and create and...

Six steps to ensure a successful Microsoft Teams deployment

Sarah McGovern

1. SETTING THE SCENE INTERNALLY FOR SUCCESS

2. BUILDING THE FOUNDATIONS OF YOUR MIGRATION

3. DON’T DELIVER IN STEALTH

4. PERSONALISE YOUR DEPLOYMENT

5. BRING YOUR USERS ON THE JOURNEY

6. OPTOMISE AND SAFEGUARD YOUR EXPERIENCE

Setting the scene internally for success!

Static Technology Implementations…

CURRENT TRANSITION

PROJECT MANAGEMENT

FUTURE

Execute Change

THEN….

Application Launch

Identified Bugs/Gaps

Patch Updates

New Features

Major Tech

Update

Project delivery lifecycle

Start Up

Assess and Plan

ImplementationMonitor &

Review

Continuous Improvement

Now…Evergreen Technology…

Why is it hard for businesses to keep up?

Microsoft Teams is not a standalone application… One user interface to the O365 productivity stack

Re

sist

ance

Time Live Date

Building the foundations of your migration

Assemble the right team

Exchange SME OCMBusiness Analyst

Active Directory SME

UC SME

Legacy PBX SME

Hardware SMETraining

SpecialistSupport Team Network SME

Contact Centre SME

Security SME Evergreen SME

Establish Roles and Responsibilities at the beginning

Private Teams

•Restricted to team members approved by the team owner(s). This is a typical setting for project teams and virtual teams in a large organization.

Public Teams

•Open for anyone in the organization to join directly. This is useful for collaboration on topics of general interest to people in different departments working on different projects. This is a good default setting for smaller organizations.

Teams Access Types

Team creator

•Permissions to create a group or team in the directory. The admin can constrain this user type to a subset of admins or users.

Team owner

•Manages membership and settings for the team. There can be as many as 10 team owners per team.

Team Member

•Member of your organization who participates in a team.

Guest

•A user who’s external to your organization. Anyone with an email address can be invited as a guest if your organization has enabled guest access.

Teams User Types & admin roles

Teams Service Administrator

•Manage the Teams service, and create and manage Office 365 Groups

•Manage meetings, including meeting policies, configurations, and conference bridges

•Manage voice, including calling policies, phone number inventory and assignment, call queues, and auto attendants.

•Manage messaging, including messaging policies

•Manage all org-wide settings, including federation, Teams upgrade, and Teams client settings

•Manage the teams in the organization and their associated settings, including membership

•View the user profile page and troubleshoot user call quality problems by using advanced troubleshooting toolset3

Teams Communications Administrator

•Manage calling and meetings features within the Microsoft Teams service

•Manage meetings, including meeting policies, configurations, and conference bridges

•Manage voice, including calling policies, phone number inventory and assignment, call queues, and auto attendants1

•View user profile page and troubleshoot user call quality problems using advanced troubleshooting toolset1

Teams Communications Specialist

•Troubleshoot communications issues within Teams by using basic tools

•Access to the user profile page for troubleshooting calls in Call Analytics. Can only view user information for the specific user being searched for.

Teams Communications Support Engineer

•Troubleshoot communications issues within Teams by using advanced tools.

•Access to the user profile page for troubleshooting calls in Call Analytics. Can view the full call record information.

Teams User Types & admin roles

What happens when I create a Team…?O365

Groups

Document Library

Shared Outlook

Inbox

OneNote Notebook

SharePoint Site

Planner

As you all know…

When you create a new “Team” environment, you create more than just a Team and a Channel, it affects the wider O365 application set.

Build a meaningful Governance & Compliance ModelAccess Rights

• Open

• Closed

Regulatory & Standards Compliance

• Considered

SharePoint Governance

• Existing Online

• New Online

Naming Conventions

• Open

• Closed

Telephony Regulations

• Country specific

• Availability

Data Retention

• Open

• End Date

Data Protection & Export Regulation

• Considered

Security

• Internal

• External

Audit

• Internal

• External

Right to information Acts (Govt Bodies)

• Engaged process

Don’t deliver in stealth

7 X 7 RULE = Communication is KING!

1. Start communicating about the change early

2. Be transparent about the change

3. Involve all stakeholders early

4. Have ACTIVE Sponsorship from the beginning

5. Build and advocate an active Champions Network

6. Use several different avenue’s of communications

7. Embed benefits in every messaging

Personalise your deployment

"You may be tempted to deploy a 'big bang' approach by launching all of teams features in Island mode, but if you don't do the business engagement work early you may upset your

users by taking away critical features"

Collaboration

Internal vs External collaboration

Temporary project vs Business function

Draft content vs finalized content

Policies & Procedures

Business process

Group Document Storage

On premise Exchange Vs in the cloud

SharePoint Online OR SharePoint on

premise?

How will Teams disrupt this current approach?

What plans are in place to centralize this or

manage moving forward?

Solo Document Storage

Can IT access privately stored data?

(IP leaks)

How much is stored on users Desktops?

(Information loss)

Shadow IT – duplicate applications

(security risk)

Are organizations paying for more than one cloud

file storage?

(additional expenses)

Communication

How many different communication channels

are there internally?

Do your users know which channel they should use for different purposes?

Can/should communication channels

duplicate as a collaboration channel?

Internal vs external

Formal vs informal

Project vs teamwork etc.

Touch points for organisations to consider on their Digital Transformation…

Primary Tools Focus – Phased Migration*Different plan per user group?*

Scenario (Use Case) Current State (Tools) Phase 1 (XX Timeline)

Phase 2(XX Timeline)

Phase 3 (Future State Tools)

Instant Message Skype for Business MS Teams

Presence Skype for Business MS Teams

Conferencing Skype/ Teams/ BlueJeans/ Vision/ WebEx

MS Teams

Collab (Group Doc. -Transitory)

Network Drive VS Teams VS SharePoint

MS Teams

Collab (Group Doc. –Permanent)

Network Drive VS Teams VS SharePoint

MS Teams

External Collaboration Outlook File Share MS Teams

Internal Communication (Formal)

SharePoint/ Email MS Teams

Internal Communication (Informal)

SharePoint/ Email MS Teams

Telephony Skype for Business MS Teams

Etc. MS Teams

Teams Feature (Rollout Roadmap)

IM/Presence

Conferencing

SharePoint Integration

Teams & Channels

Telephony

AI, Bots&

3rd party apps

What is the recommended roadmap to rollout MS Teams to your organisation?

❑ Do we build a different Roadmap per;

• Persona?

• Business Group?

• Geography?

*Different plan per user group?*

Bring your users on the journey

Profile your users and understand their requirements

How they work❑ Representation of the work style attributes

for key workforce profiles❑ Day-in-the-life stories enhance the work

style description and assist end users torelate to technological integration withbusiness processes.

What people do❑ A set of practical tasks that end users

participate in to achieve their roles andresponsibilities.

❑ Scenarios help define what workprocesses can be improved through theadoption of new technologies.

What will this impact technically?

❑ QOS❑ Network / Wi-Fi Readiness❑ Voice Policies❑ Voice/SharePoint Governance❑ Hardware requirements

Awareness

Achieved through your early communication, business and end user engagement activities, this should continue through the life of your project through the continuous engagement of the 7 X 7 Rule.

Desire

Target existing pain points within your organisation, and look to see what MS Teams can overcome. How can you create quick wins to entice the majority of your users?

Knowledge

Ensure that your users are aware of what will change, and why, and provide clear information on timelines, periods of transition and where to seek further information. Having an open communication channel with the project will assist in the organisation feeling equipped.

Ability

Provide comprehensive and readily available training materials that target your specific use cases. Ensure you are taking into consideration your

Reinforcement

Continue to monitor and evaluate areas of continuous improvement to ensure that your transformation remains effective and therefore is being reinforced.

People Change…

Optimize & Safeguard your experience

RECENT EXAMPLE

• Microsoft are moving services from the Skype for Business Legacy O365 tenant to the Teams admin centre = licensing changes.

• Skype for Business online licenses were not required for response groups and auto-attendants, however in Teams it is now a requirement to have a resource account assigned to a call queue/auto attendant and this resource account needs to be licensed with E3/E5 and potentially Microsoft calling plans in order to assign phone numbers to these (even if porting customer numbers to Microsoft).

Ensure you are staying up to date with Microsoft changes/updates to the application, its licencing, feature updates, roadmap for Teams and decommissioning plans for Skype for

Business

Allocate a dedicated evergreen SME

Ensure you don’t lose touch with the Microsoft roadmap, including; licencing, features and

decommissioning plans for Skype for Business

Network is the backbone of your deployment

• WAN connection types and bandwidth

• Review of quality of service (QoS)

• Key locations

• User profiling – expected usage

• Network capacity

• Review of QoE data

• Active Call Generation

Voice/Video/Hardware Interoperability

ADDING INTEGRATION TECHNOLOGY

Join us on stand E124Sarah McGovern

Head of Change & Digital Transformation Services

s.mcgovern@arkadin.com

SarahMcGovern