driving sharepoint adoption through migration and governance
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If you really care about starting a movement, have the
courage to follow and to show others how to follow.”
--Derek Sivers
Building Adoption Through Migration and Governance
Copyright © 2014 NTT DATA, Inc. 3
SharePoint Memes
Why Migrations Fail
How We Changed
What We Learned
What You Can Do
A Tale of Six CompaniesAn organizational change story of 20,000 people and their stuff
Copyright © 2012 NTT DATA, Inc. 4
Org
aniz
atio
nReports to IT Strategic Application Services
Supports 20,000 employees in 16 business units
4 onshore, 8 offshore resources
Fastest-growing team in IT
36 application service requests delivered in 2013 (avg 3 releases/ month)
PMO-recognized as Agile RAD team
Pla
tfo
rm
On-premise hosting for Americas region
SP 2010 Standard
7 web front ends
1000+ site collections
1TB content
8K hits/day
0.26 sec response time
Full SDLC in load, dev, and QA environments Se
rvic
es
On-premise hosting for business self-service intranet
Microsoft best practice-compliant governance plan
Farm and system administration
Information and solution architecture
Custom configuration & development
Branding and web design
User experience and usability
Training, adoption outreach, & advisory consulting
SharePoint subject matter expertise for client sales and delivery
Practicing, mentoring and coaching Agile/Kanban process for program management and service delivery
About NTT DATA IT Collaboration Services
Copyright © 2014 NTT DATA, Inc. 5
What management thinks
What site owners think
What end users think
What IT pros think What developers think
How it really works
Organizational Change
Copyright © 2014 NTT DATA, Inc. 6
What management thinks
What site owners think
What end users think
What IT pros think What developers think
What I think
SharePoint
Copyright © 2014 NTT DATA, Inc. 7
Portals Navigation Team Sites
Project Sites Profiles Security
Intranets
Copyright © 2014 NTT DATA, Inc. 8
Portal publishing
Document management
Records management
Collaboration Social Business data
Knowledge Management
Copyright © 2014 NTT DATA, Inc. 9
What management thinks
What site owners think
What end users think
What IT pros think What developers think
How it really works
Adoption
Copyright © 2014 NTT DATA, Inc. 10
What management thinks
What site owners think
What end users think
What IT pros think What info architects think
How it really works
Migration
Copyright © 2014 NTT DATA, Inc. 11
What management thinks
What site owners think
What end users think
What IT pros think What developers think
How it really works
Governance
Copyright © 2014 NTT DATA, Inc. 12
TOOLS
• You thought database-attach was the answer to everything
• You didn’t inventory your sites or test them for upgrade
• You ignored third-party tools
PROCESS
• No measurable goals were set
• You thought branding Seemed irrelevant
• You ignored making a new architecture
• No planning, no governance, no information architecture
PEOPLE
• You don’t know SharePoint
• You thought training users was optional
• Lack of communication of upcoming changes
“Ten Reasons Your SharePoint Migration Failed” (ShareGate)
Copyright © 2014 NTT DATA, Inc. 13
>> You thought database attach was the answer to everythingSharePoint migration is a massive urban renewal project
Copyright © 2014 NTT DATA, Inc. 14
Keane 2003
Keane 2007
Intelligroup2010
MISI 2010
NTT DATA Japan 2013
NTT DATA Americas 2010
Keane Fed 2003
NTT DATA Fed
2010
Alfresco
Standalone SP farms
Lotus Notes
Not Migration, But Integration and Consolidation
NTT DATA APAC 2013
NTT DATA EMEA 2013
NTT DATA Americas 2013
Revere 2010
NTT DATA HQ 2013
FY2014
Joomla
File Shares
Copyright © 2014 NTT DATA, Inc. 15
Visualizing SharePoint STRUCTURE
Document
Library
Site
Site Collection
Content Database
Copyright © 2014 NTT DATA, Inc. 16
Document
Library
Site
Site Collection
Content Database
Visualizing SharePoint SCALE
Copyright © 2014 NTT DATA, Inc. 17
>> Branding seemed irrelevant to youThat “marketing fluff” on the company website is probably your new corporate brand and strategic model
Copyright © 2012 NTT DATA, Inc. 18
Segments of the Commercialindustry (vertical)
INDUSTRIES TAXONOMYBanking & Financial Services
BankingFinancial ServicesInsurance
Commercial Products and Services
AutomotiveConsumer ProductsEducationElectronics and High Tech Energy and UtilitiesManufacturingMedia and Entertainment Retail Telecommunications Transportation and Logistics Wholesale and Distribution
Healthcare and Life SciencesHealthcare PayerHealthcare ProviderHealthcare Technologies
US Public SectorUS Federal US Federal - SecureUS State and Local
Industries Taxonomy from Americas website and GIP KNEX
Use the company website as a visual demonstration of
organizational change to site owners to drive the changes
needed during migration
Copyright © 2014 NTT DATA, Inc. 19
>>You ignored third-party toolsShowing success and demonstrating constraints is how purchases get approved
Copyright © 2014 NTT DATA, Inc. 20
>>You didn’t have an executive sponsorA hands-on executive sponsor is ideal, but may be impractical: just do your job
Copyright © 2012 NTT DATA, Inc. 21
SERVICE INTERNATIONALSUPPORT INDUSTRY BUSINESS
Sales
Corp M&A
Marketing &
Alliances
Legal
Human
Resources
Commercial
Finance &
Insurance
Healthcare &
Life Science
Public Sector
Enterprise
SAP/Oracle
BPS Advisory
Services
Strategic
Staffing
Finance & IT
Americas
Region
NTT DATA
EMEA
ADM
BI
GD Ops
GD Sales
Global
Delivery
Cloud
Services
Global
Resource
Mgmt
PMO
Methods &
Quality
APAC
Future-State Strategic Organizational Model: NTT DATA Americas
Copyright © 2012 NTT DATA, Inc. 22
SERVICE INTERNATIONALSUPPORT INDUSTRY BUSINESS
Sales
Corp M&A
Marketing &
Alliances
Legal
Human
Resources
Commercial
Finance &
Insurance
Healthcare &
Life Science
Public Sector
Enterprise
SAP/Oracle
BPS Advisory
Services
Strategic
Staffing
Finance & IT
Americas
Region
NTT DATA
EMEA
ADM
BI
GD Ops
GD Sales
Global
Delivery
Cloud
Services
Global
Resource
Mgmt
PMO
Methods &
Quality
APAC
Global Internal Portal launched 2013Americas and HR
Portals launched 2012
2
3
Not yet
launched
Business
launched
Current State Intranet Portal: NTT DATA Americas 2014
1
Top
hits
Copyright © 2014 NTT DATA, Inc. 23
>> No measurable goals were setWhen new leadership comes on board, it really is time to drain the swamp
Copyright © 2012 NTT DATA, Inc. 24
One Global Platform
Central enterprise
portal
Self-service intranet
publishing
Collaboration for ops and
account teams
Secure social networking
Fresh, Findable,
and Usable Content
Home page design
Enterprise navigation and
search
Role-based access
Metadata and tags
Scalable for High
Performance
2-5TB content
60K users
<0.5sec response time
Flexible and Extensible
Rapid rebranding
Integrate M&A, reorg
Secure extranet
Upgrade and extend
Best Practices and Next Practices
Delivery frameworks alignment
ECM and WCM
Real-time tracking and
reporting
Connect onshore/ offshore
Key Architecture Goals for NTT DATA Intranet
Copyright © 2014 NTT DATA, Inc. 25
>> No planning, no governance, no information architectureNo one wants to hold construction for archaeologists, no matter what you found
Copyright © 2012 NTT DATA, Inc. 26
PORTAL/HR
• Larger boxes have more content
• Darker boxes have more lifetime hits (views)
• Large, light areas indicate stale content
• Large, dark areas indicate high collaboration
97% (445GB) is
document
management
for delivery
accounts and
operations
publishing
portals account
for less than
3% of intranet
content
2012 Content by Size, Views, and Date Accessed
Lg Account Lg Account
Acct 1 Acct 2
Acct 3
Acct 4
Executive sponsors care a lot about portals
during integration
End users don’t care about portals during integration
Copyright © 2014 NTT DATA, Inc. 27
>> You didn’t make a new architectureYou need to understand your business model to design the spaces it needs
Copyright © 2014 NTT DATA, Inc. 28
Copyright © 2014 NTT DATA, Inc. 29
Separate Publishing from Collaboration for InfoSec Compliance
Portal
Enterprise Services Portal
HR Portal
Operations Center
SAP Operations
Healthcare Operations
Account Center
AAA Account
BBB Account
Publish to All?
Billable to
Client?
Y N Y
Copyright © 2012 NTT DATA, Inc. 30
Documents & Data
Teams
Department
Strategic UnitSite
Collection
Site Site Site
Site
Library List
Site
Library
SELF-PUBLISH COLLATERAL
PUBLISH NEWS
Self-Service Intranet Publishing for a Strategic Unit
Portal Information Architecture and Use Cases
DEPT HOME PAGES
Copyright © 2012 NTT DATA, Inc. 31
Documents & Data
Teams
Department
Strategic UnitSite
Collection
Site Site Site
Site
Library List
Site
Library
Management Reporting
Internal News
Unified View of a Strategic Unit for Internal Operations
Operations Center Information Architecture and Use Cases
Training
Presales
Tracking and Reporting
Each Manager has a Teamsite
Copyright © 2012 NTT DATA, Inc. 32
Documents & Data
Projects
Function: Pursuit, Portfolio, Projects
Customer AccountSite
Collection
Site Site Site
Site
Library List
Site
Library
Each project has its own site
Rollup Dashboards
Unified View of an Account For Cross-Sell and Up-Sell
Account Center Information Architecture and Use Cases
Copyright © 2012 NTT DATA, Inc. 33
Home
News
Posts
Pursuits
Pursuit
Proposal Docs
Projects
Project
PM Docs
Team Docs
QM Docs
Portfolio
AM Docs
Knowledgebase Archive
Closed Project
Account Center Site Collection Structure and Site Templates
Copyright © 2012 NTT DATA, Inc. 34
AAA
Portfo
lio
Pu
rsuits
Pro
jects
BBB
Portfo
lio
Pu
rsuits
Pro
jects
CCC
Portfo
lio
Pu
rsuits
Pro
jects
DDDPo
rtfolio
Pu
rsuits
Pro
jects
Shared Services
Field Finance
Delivery Support, Methods, and Quality
PMO PDC GDSS PMG/QMS
Delivery Practices
ADM Staffing
Industry Verticals
Commercial Financial Svcs
Account Centers are Vertical, Operations Centers are Horizontal
Copyright © 2012 NTT DATA, Inc. 35
Web App=groups
Path=<division>
URL is calculated for consistency and batch scripting
Title=<Strategic Unit> Portal
Assign default quotas from governance plan
Assign site template from governance plan
Name=<unit>Lowercase, <8 char
Farm Spec Planner: Specify Logical Architecture for Portals
Copyright © 2014 NTT DATA, Inc. 36
>> You didn’t inventory your sites and test them for upgradeYou may develop your organization’s first records management strategy
Copyright © 2012 NTT DATA, Inc. 37
SharePoint 2003/2007 Sites by SBU
Copyright © 2014 NTT DATA, Inc. 38
>> You Don’t Know SharePoint
Welcome to SharePoint User Group and SharePoint Saturday!
Copyright © 2014 NTT DATA, Inc. 39
>> You Know Too Much About SharePointSometimes they really need a web-based file share NOW
Copyright © 2014 NTT DATA, Inc. 40
>> Lack of Communication of Upcoming ChangesDon’t rely on pull communications like posting announcements on the portal
Copyright © 2014 NTT DATA, Inc. 41
Communicate on All Channels
Copyright © 2014 NTT DATA, Inc. 42
>> You Thought Training Users Was OptionalBusiness users have day jobs, and learning takes time
Copyright © 2014 NTT DATA, Inc. 43
Innovation Adoption Curves: The Chasm
Innovators and early adopters are the first to be frustrated with the pace of change in M&A, and the most likely to leave the company. Pace your
adoption strategy for the Second Wave.
Copyright © 2014 NTT DATA, Inc. 44
“Find What’s In It For Me (WIFM)”Become a professional yak shaver to create teachable moments.
Copyright © 2014 NTT DATA, Inc. 45
More Curves: Discontinuous Innovation and Adoption
Copyright © 2014 NTT DATA, Inc. 46
“Each one teach one”People are most likely to take time to learn from their peers. Enable the support staff first.
Copyright © 2014 NTT DATA, Inc. 47
>> They will say “Don’t try to boil the ocean”During M&A integration, the ocean boils on its own
Copyright © 2012 NTT DATA, Inc. 48
Not a Big Bang Deployment:
Demand Follows
Integration
Logical Architecture
Makes Provisioning Fast and Easy
Migration and Governance
Review Reveals Maturity
Opportunities
The Strategic Org Will
Change During Integration –
ADAPT!
Lessons Learned From Americas Integration
Copyright © 2012 NTT DATA, Inc. 49
Portal
Application
0
10
20
30
40
50
60
70
80
6 10 10 1 2 7 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6
200820102011
2012
2013
Portal
Operations
Application
Account Center
Not a Big-Bang Deployment!Provisioning Driven by Migration
Second Wave of Migration Consolidates into Existing SCs
Higher Demand for Operations as Staging for Portals (SBUs need an Operations Center to launch a Portal)
Portals are Provisioned, Configured, and Launched as Business Content is Integrated
Phased Deployment on Business Demand with Service Request
Copyright © 2014 NTT DATA, Inc. 50
0
50
100
150
200
250
300Publication
Collaboration
Business Process
Search
People &Communities
Composites &Applications
Integration
Insight
Infrastructure
Staffing & Training
Customizations
SharePoint Maturity LevelsNTT DATA Inc. Legacy Companies
Keane SP2003
Keane SP2007
MISI SP2010
Revere SP2010
Intelligroup SP2010
Measure Results Against an Industry Baseline www.sharepointmaturity.com
Copyright © 2014 NTT DATA, Inc. 51
0
100
200
300
400
500Publication
Collaboration
Business Process
Search
People &Communities
Composites &Applications
Integration
Insight
Infrastructure
Staffing & Training
Customizations
NTT DATA Inc. SharePoint Maturity Levels Pre- and Post-Consolidation
vs. Industry Average for Deployments of >10K users
Legacy Average
Industry Avg >10K Users
NTT DATA SP2010
Demonstrate Improvements From Consolidation
Copyright © 2014 NTT DATA, Inc. 52
0
100
200
300
400
500Publication
Collaboration
Business Process
Search
People and Communities
Composites and ApplicationsIntegration
Insight
Infrastructure
Staffing and Training
Customization
SharePoint Maturity Model - NTT DATA Current Min/Avg/Max Scores
Min of Score
Average of Score
Max of Score
Values
SMM Concept
Min of Score Average of Score Max of Score
NTT DATA
Maturity is Not Uniform in a Large Enterprise
Copyright © 2014 NTT DATA, Inc. 53
050
100150200250300350400450500Publication
Collaboration
Business Process
Search
People andCommunities
Composites andApplications
Integration
Insight
Infrastructure
Staffing and Training
Customization
SharePoint Maturity Model - NTT DATA Time Series
Past
Current
Future
NTT DATA
SMM Concept
Average of Score
Use Success to Drive the Vision
Copyright © 2014 NTT DATA, Inc. 54
1.3M Documents
46K Libraries
8000+ Sites
1000+ Site Collections
1TB Total Storage
20
1,034
-
200
400
600
800
1,000
1,200
Farm Storage (GB)
2009 2013
230
1,016
-
200
400
600
800
1,000
1,200
Site Collections
2009 2013
712
8,104
-
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
Sites
2009 2013
4,073
46,469
-
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
50,000
Document Libraries
2009 2013
44,590
1,362,334
-
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
Documents
2009 2013
NTT DATA SharePoint 5-Year Growth 2009-2013
Copyright © 2014 NTT DATA, Inc. 55
USE
RS
& A
CTI
VIT
YC
ON
TEN
T &
STR
UC
TUR
E
FY2013 investment in
Shared Services
portals has paid off with
increased adoption
Accounts & practices are
opening ITSRs to move from file storage to collaborative KM for sales and delivery
Top 50% is accounts & operations
Top 50% is HR, IT & GD
Site Count (3630)by SBU Owner COM
GD
USPS
HLS
FSI
ES
IT
BPS
HR
SALES
CLOUD
FIN
MKT
STAF
INTL
LEGAL
Unique Users (37344) by SBU Owner HR
IT
GD
MKT
FIN
FSI
ES
COM
USPS
CLOUD
HLS
SALES
BPS
LEGAL
INTL
STAF
Content (1TB) by SBU OwnerCOM
FSI
FIN
USPS
GD
SALES
HLS
IT
ES
BPS
HR
CLOUD
MKT
STAF
LEGAL
INTL
30-Day Views (745K) by SBU OwnerEXCLUDES PORTAL HOME HR
IT
GD
COM
SALES
USPS
FIN
FSI
CLOUD
HLS
ES
BPS
MKT
STAF
INTL
LEGAL
Adoption Metrics by Strategic Business Unit – April 2014
Copyright © 2012 NTT DATA, Inc. 56
0
10
20
30
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3
2011 2012 2013
Quarterly Time Series of Requests by Site Type
SharePoint - Profiles/Search
SharePoint - Portals
SharePoint - Operations Collab
SharePoint - BSS Application
SharePoint - Account/Project Mgmt
3rd party application
Application / Module
Year Quarter
Count of ID
0
10
20
30
Q1 Q1 Q2 Q3 Q4 Q1 Q2 Q3
2011 2012 2013
Quarterly Time Series of Requests by Strategic Division
Shared ServicesSales and MarketingInternationalIndustryDeliveryBusiness
SBU
Year Quarter
Count of ID
SP2003 Migration
SPUG
SP2007 Migration
Quarterly Time Series of IT Service Requests 2011-2013
Migration and user outreach are
creating a positive feedback loop for
adoption and building business/IT partnerships with a
measurable and growing demand for assisted self-service
Copyright © 2012 NTT DATA, Inc. 57
Are You a Lone Nut About SharePoint? Start A Movement!
lynn.noel@nttdata.com
@lynnoel
www.linkedin.com/in/lnoel
JOIN MY NETWORK!
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