Driving SharePoint Adoption Through Migration and Governance

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


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


What management thinks

What site owners think

What end users think

What IT pros think What developers think

How it really works

Organizational Change






What I think

SharePoint


Portals Navigation Team Sites

Project Sites Profiles Security

Intranets


Portal publishing

Document management

Records management

Collaboration Social Business data

Knowledge Management






How it really works

Adoption





What IT pros think What info architects think

How it really works

Migration






How it really works

Governance


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)


>> You thought database attach was the answer to everythingSharePoint migration is a massive urban renewal project


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


Visualizing SharePoint STRUCTURE

Document

Library

Site

Site Collection

Content Database


Document

Library

Site

Site Collection

Content Database

Visualizing SharePoint SCALE


>> Branding seemed irrelevant to youThat “marketing fluff” on the company website is probably your new corporate brand and strategic model


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


>>You ignored third-party toolsShowing success and demonstrating constraints is how purchases get approved


>>You didn’t have an executive sponsorA hands-on executive sponsor is ideal, but may be impractical: just do your job


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


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


>> No measurable goals were setWhen new leadership comes on board, it really is time to drain the swamp


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


>> No planning, no governance, no information architectureNo one wants to hold construction for archaeologists, no matter what you found


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


>> You didn’t make a new architectureYou need to understand your business model to design the spaces it needs



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


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


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


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


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


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


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


>> You didn’t inventory your sites and test them for upgradeYou may develop your organization’s first records management strategy


SharePoint 2003/2007 Sites by SBU


>> You Don’t Know SharePoint

Welcome to SharePoint User Group and SharePoint Saturday!


>> You Know Too Much About SharePointSometimes they really need a web-based file share NOW


>> Lack of Communication of Upcoming ChangesDon’t rely on pull communications like posting announcements on the portal


Communicate on All Channels


>> You Thought Training Users Was OptionalBusiness users have day jobs, and learning takes time


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.

http://en.wikipedia.org/wiki/File:Diffusion_of_ideas.svg

http://en.wikipedia.org/wiki/File:Diffusion_of_ideas.svg

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=d2n_l93O8kimeM&tbnid=SdGxMznuRI-EgM:&ved=0CAgQjRwwAA&url=http://suewaters.wikispaces.com/Rogers&ei=49DdUbr1JdW64AOx2YGACA&psig=AFQjCNHpA4ZIhttGTWX0hAYpA1vda0ISdQ&ust=1373577827665527

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=d2n_l93O8kimeM&tbnid=SdGxMznuRI-EgM:&ved=0CAgQjRwwAA&url=http://suewaters.wikispaces.com/Rogers&ei=49DdUbr1JdW64AOx2YGACA&psig=AFQjCNHpA4ZIhttGTWX0hAYpA1vda0ISdQ&ust=1373577827665527


“Find What’s In It For Me (WIFM)”Become a professional yak shaver to create teachable moments.


More Curves: Discontinuous Innovation and Adoption

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=vhb4SvvbfyPDpM&tbnid=6nlcUOZwfxouQM:&ved=0CAUQjRw&url=http://www.emeraldinsight.com/journals.htm?articleid=1626496&show=html&ei=l9HdUcLCDMzc4APp64DQDA&bvm=bv.48705608,d.dmg&psig=AFQjCNH2duS0haK4cC_CPosZz0vhQKN5bg&ust=1373578004797896

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=vhb4SvvbfyPDpM&tbnid=6nlcUOZwfxouQM:&ved=0CAUQjRw&url=http://www.emeraldinsight.com/journals.htm?articleid=1626496&show=html&ei=l9HdUcLCDMzc4APp64DQDA&bvm=bv.48705608,d.dmg&psig=AFQjCNH2duS0haK4cC_CPosZz0vhQKN5bg&ust=1373578004797896

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=vhQnORNbcdP6pM&tbnid=Z0jaeXsQRvCB0M:&ved=0CAUQjRw&url=http://blogs.hbr.org/johnson/2012/09/throw-your-life-a-curve.html&ei=OdDdUfTmOK2t4AP7v4CIBw&bvm=bv.48705608,d.dmg&psig=AFQjCNFsJr11WuFRG2gG5xmPW9qtvRSHbQ&ust=1373577651426570

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=vhQnORNbcdP6pM&tbnid=Z0jaeXsQRvCB0M:&ved=0CAUQjRw&url=http://blogs.hbr.org/johnson/2012/09/throw-your-life-a-curve.html&ei=OdDdUfTmOK2t4AP7v4CIBw&bvm=bv.48705608,d.dmg&psig=AFQjCNFsJr11WuFRG2gG5xmPW9qtvRSHbQ&ust=1373577651426570

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=7h4qnQOvrVVreM&tbnid=Du_G-pA3mzDCEM:&ved=0CAUQjRw&url=http://www.abelsolutions.com/solutions/sharepoint-deployment-planning/&ei=M9HdUcOMMtPd4AOJtYDQAw&bvm=bv.48705608,d.dmg&psig=AFQjCNFRtvvp71mGwtaynx9FLnxSYYN9yg&ust=1373577903584293

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=7h4qnQOvrVVreM&tbnid=Du_G-pA3mzDCEM:&ved=0CAUQjRw&url=http://www.abelsolutions.com/solutions/sharepoint-deployment-planning/&ei=M9HdUcOMMtPd4AOJtYDQAw&bvm=bv.48705608,d.dmg&psig=AFQjCNFRtvvp71mGwtaynx9FLnxSYYN9yg&ust=1373577903584293


“Each one teach one”People are most likely to take time to learn from their peers. Enable the support staff first.


>> They will say “Don’t try to boil the ocean”During M&A integration, the ocean boils on its own


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


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


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


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


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


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


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


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


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


Are You a Lone Nut About SharePoint? Start A Movement!

http://www.ted.com/talks/derek_sivers_how_to_start_a_movement

http://www.ted.com/talks/derek_sivers_how_to_start_a_movement

[email protected]

@lynnoel

www.linkedin.com/in/lnoel

JOIN MY NETWORK!

mailto:[email protected]

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Data & Analytics

Driving SharePoint Adoption Through Migration and Governance