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Successful Strategies for Deploying Desktop Change
Pat Mansuy, Management Consultant|Kraft & KennedyMac Oparakum, Director of IT Strategic Planning|Fulbright & JaworskiHonora Wade, Senior Business Analyst|Perkins Coie
#APP8
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T h B Ni bl T h B Q i kTech Be Nimble, Tech Be Quick• Volume of applications in today’s workplaceVolume of applications in today s workplace• Pace of version upgrades
f• Range of access• Applications are not silos• Concurrent engineering / upgrades /
deploymentsp y• Successful IT Departments MUST make it
happen quickly and they MUST get it righthappen quickly and they MUST get it right
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Strategy 1: Use Smarter Deployment ToolsStrategy 1: Use Smarter Deployment Tools
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SCCMSCCMMDTMDT SCCMSCCM
AltirisAltirisPrismPrism
WiseWiseScriptingScripting WiseWisep gp g
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Smarter Migration of User Data
Microsoft USMT• In Place Migrations
Flex Profiles• Operational Tool for
/• Stores User Data on Hard Drive
• Customizable
Maintaining User Settings/Data• Customizable• Consistent User experience • Customizable • Consistent User experience
Migration Up and Migration Down• Customized Scripts to use during deployment
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Strategy 2: Hold Out for a Hero or TwoStrategy 2: Hold Out for a Hero...or Two
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Finding Mr./Mrs. RightFinding Mr./Mrs. Right
• Executive Leadership Executive Leadership – Communicates Vision
Influence– Influence– Active Involvement
F di• Funding• Protection
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Sponsors Are Like Shoes: More is More*
• Which people, groups or offices are impacted? • The “ripple effect” – desktop change isn’t just The ripple effect desktop change isn t just
about applications…it’s about training and workflows and…workflows and….
• Who has the authority to implement change?Wh i i d i h h h h • Who is committed to seeing the change through to completion?
*This title does not necessarily reflect the views of all of the panelists. Namely, Mac.
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Focus on Focus GroupsFocus on Focus Groups
• Lay out the commitment you are asking for from Lay out the commitment you are asking for from participants – it takes time to plan, meet, review and approvereview and approve
• Include diverse members from the same practice group or job rolepractice group or job role
• Remember: the Focus Groups speak and IT lilistens
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Strategy 3: Figure Out What’s Going to B k B f Y B k It 200 Break…Before You Break It on 200
Desktops
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No Application is an IslandNo Application is an Island
• The Christmas Tree EffectThe Christmas Tree Effect• Microsoft 2010 Suite seeks to further integrate
all the products – applications are not silosall the products applications are not silos• Not everyone uses the same applications
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• A "simple“ upgrade to IE8A simple upgrade to IE8– Surfaced over 100 applications and websites
necessary for workflow, along with an additional necessary for workflow, along with an additional 60+ eFiling sites
• A “typical” upgrade to Office 2007A typical upgrade to Office 2007– Except…Elite Enterprise doesn’t work
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Testing, Testing…Testing, Testing…
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Strategy 4: Use Just Enough ProcessStrategy 4: Use Just Enough Process
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Structure Without StrangulationStructure Without Strangulation
• The work is the most important elementThe work is the most important element• Tool: Departmental Project Template
– Defines what's in AND out of scopeDefines what s in AND out of scope– Provides the players and target dates– Sets clear expectations from the git-go, but leaves Sets clear expectations from the git go, but leaves
room for development (and doesn't take seven weeks to complete)
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Strategy 5: Know the Unknowable…or at Strategy 5: Know the Unknowable…or at Least Plan for It
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Role with ItRole with It
• Define an SME role and let them be the SMEDefine an SME role…and let them be the SME• Define a Project Manager role to administer
projectproject• Define a Tech Writer role focused on end user
&communication & documentation• Define a QA role to confirm expected behavior
of the product and proof the technical documentation
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PM without a PMOPM without a PMO
• Sharing informationSharing information• Documenting processes & change
f• Information should be shared to the team…and that includes your Sponsor(s) and your Implementation Partner
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BaseCamp (www.basecamp.com)
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ProjectManager.com
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Liquid Planner (www.liquidplanner.com)
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The One Page Project Manager
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Ready Set Now Wait forReady, Set…Now Wait forYour Vendor
• Implementation vendors• Application vendors
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What Happens in Vegas Shouldn’tStay in VegasStay in Vegas
• Only a fraction of subscribers actually post to GeGroups
• Search the eGroup archives/• Email posters directly and/or ask for
introductions to resources • Search for white papers or recorded webinars• Watch webinars with your team
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Strategy 6: Tackle the “Soylent Green” Strategy 6: Tackle the Soylent Green Issues
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Soylent Green:It's People!*It s People!*
*For you youngsters, this is a reference to the 1973 Charlton Heston cult classic movie
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I Say “Potato” and You SayI Say Potato and You Say“Knowledge Management”
• Setting & communicating the right expectationsS– Sponsors
– Customers– Internal Team
• Scope• Flexibility
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I Say “Knowledge Management”I Say Knowledge Managementand You Hear “Potato”
• Use consistent vocabulary– "Universal" search– Knowledge Management
• Keep people informed of changes along the Keep people informed of changes along the way, both within the department and the broader user communitybroader user community
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Communicate
Build Build ExcitementVendor
Focus GroupsShow and Tell
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Training: Let’s Get PersonalTraining: Let s Get Personal• Is it about training, or is it about adoption?
C t th i ht l i t l ? • Can you get the right people into classrooms? • Get 'em wherever you can• Walkarounds• Attorney meetings• "I like" feature checklists (tip o’ the hat to
Traveling Coaches)• Leverage the people who have the most
contact with attorneys
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Support Planning:Support Planning:The Sky Might Be Falling
Graphic: "The Guru’s Guide for Helpdesk and Deskside Support" from Intelliteach
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It’s Like A Marriage?It s Like A Marriage?
• Long term relationshipLong term relationship• Provide the Firm’s vision and mission for IT• Sense of Firm culture• Sense of Firm culture• Open to new ideas
B il bl• Be available• Communication• Reasonable Goals• Stay Involved
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Q&AQ&A