Learn how Microsoft does IT: The journey from Skype for Business to Teams

2. 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 Sr. Program Manager Dan Benedict Sr. Program Manager BRK3230

3. What to expect from today’s session Objectives Key Takeaways • 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 • Understand Microsoft’s goals for upgrading to Teams • Learn about the Teams-only Mode experience • Explain our approach to adoption and change management

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

6. 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

9. Teams-Only Mode

10. 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!

11. What is Upgrade? Short Story: Long Story: Experience of a Teams-Only user = “Teams-Only User” “Upgraded 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

12. PSTN calling options available with Teams SBC

13. Meeting Solutions available in Teams

14. Teams-only Eligibility Criteria

15. How CSEO’s Early adoption and feedback helps?

16. Temporary Deferment “Opt Out”

17. 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.

18. Support and Escalation

19. Support and Escalation Process Service Management Project Management Exec Management Telemetry Help Desk ICM/ SNOW EVP Level Issues Yammer In-person IT Managers 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

21. 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

22. Success Factors: Train End Users “The Art of Teamwork Tour” Deeper look at current Month over Month Results For every person who attends AoT, ~6 others have increased usage & retention!

23. 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

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 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)

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

28. 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 Chat Meetings Calling

29. Internal Adoption and Change Management

30. Internal Adoption Program AWARENESS ENGAGEMENT MEASUREMENT MANAGEMENT Pilots • 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 • 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 Improve the Experience Land the Message Support the Change Analyze & Adjust

31. Organizational Adoption Team Model

32. https://aka.ms/O365Roadmap Microsoft Teams Resource Cheat Sheet https://aka.ms/TeamsCommunity https://aka.ms/SuccessWithTeams https://aka.ms/CoffeeintheCloud 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

34. https://aka.ms/ChampionsGettingStarted https://aka.ms/O365Champions Public Office 365 Champion Program 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 IgniteSee more at https://aka.ms/TeamsAtIgnite 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 IgniteSee more at https://aka.ms/TeamsAtIgnite • 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 sessionYour feedback is important to us! From your PC or Tablet visit MyIgniteat http://myignite.microsoft.com From your phone download and use the Ignite Mobile Appby scanning the QR code above or visiting https://aka.ms/ignite.mobileapp