Improving Customer Service Solution Implementer Guide

Improving Customer Service Solution Implementer Guide

Agenda Recap Discussions to Date Solution Guidance Phase 1 Phase 2 Phase 3 ustomize the Capability Requirements Next Steps

Engagement Approach Business strategy Solution areas Industry Horizontal Business executiv es 1. 2. Architect s IT pro/dev executiv es 1. Understand business needs and priorities 2. Discuss range of potential solution capabilities IT executiv es Audience Present relevant integrated capabilities Position the Integrated Capability approach Integrated Capability Analysis Projects, architecture, products Solution road map

Integrated Capability Analysis Ensure target business capabilities cover process improvement priorities Translate business capabilities into required infrastructure capabilities Assess current infrastructure maturity Determine gaps to target integrated capabilities Build a road map for integrating capabilities and implementing solutions Specify required platform architecture, technologies, and services Baseline the Microsoft platform road map

Integrated Capability Support for Priority Business Capabilities Value Phase 1 Phase 2 Phase 3 TRANSFOR M FROM A COST CENTER TO A PROFIT CENTER Gather all customer interaction information across systems to review and analyze performance of accounts and segments to measure customer lifetime value, via user-generated reports and analysis tools that pull information from multiple applications Gather and analyze current customer interactions and performance information year to year, via usergenerated reports and analysis tools that are connected to a data warehouse Create resource and financial forecasts, via centralized collaborative workspaces with document locking and versioning capabilities Create basic account or segment plans with sales to address revenue and profitability growth, via centralized collaborative document libraries View consistent dashboards of customer interactions and profitability waterfalls on demand, via interactive performance dashboards and data visualization tools that are connected to a centralized data warehouse of customer information Compare performance to other customers in the same customer segment to drive suggestions for specific account plans, via interactive dashboards and analysis tools that are connected to a centralized data warehouse, which stores information about customer interactions and profitability Analyze customer profitability, revenue, service level, and benchmark data to discover customer segments and suggestions for plans to grow revenue and profitability, via easily accessible and easy-to-use reports, analytics, data mining, and predictive analysis tools that are coupled with automated performance dashboards, which are connected to a centralized customer data warehouse Determine patterns of profitability, opportunities for new business, potential customer service issues, or customer churn, and then effectively coordinate and execute an appropriate plan, via automated data mining tools that are connected to a centralized data warehouse of customer information; automated workflow Automatically convert account and segment plans into contact center scripts and action plans, via automated tools for budgeting, planning, and forecasting that are coupled with business activity monitoring tools, such as scorecards Track performance against action plans and alignment to a strategy to determine account plan performance and effectiveness, via flexible applications that extract account plan highlights, feed scripts, and automated workflows

Integrated Capability Support for Priority Business Capabilities Value Phase 1 Phase 2 Phase 3 REDUCE ATTRITION AND TRAINING COSTS Track new and ongoing training curriculum and individuals’ progress in completing the training, via IT– parameterized reports and manually maintained spreadsheets that are stored in a centralized collaborative environment Use an online training catalog with a scheduling system that supports training notification, registration, and execution to support readiness for new products, services, and promotions as they are introduced, via custom applications that are rendered through portal interfaces Allow agents to view reports about team performance goals and actuals by segment, via parameterized reports that are generated from customer profile and transaction data Use an eLearning solution that suggests training modules based on case outcomes, via reporting and analysis tools that are connected to a data warehouse of case outcomes, and via personalized training plans that are stored and maintained in collaborative portal sites Working with an expert to resolve customer issues instead of transferring a call to an expert, via standardized Web and audio conferencing Use an eLearning solution that suggests training modules based on case outcomes, via reporting and analysis tools that are connected to a data warehouse of case outcomes Plan training schedules to optimize costs, staffing, and utilization and to minimize impacts on service levels, via personalized training plans that are stored and maintained in collaborative portal sites, and via reporting and analysis tools that are connected to a database of agents’ staffing schedules and training schedules Working with an expert to resolve customer issues instead of transferring a call to an expert, via standardized Web and audio conferencing Automate team performance scorecards that show goals and actuals by segments and suggest training to enhance scores in underperforming areas, via interactive scorecards and analytical tools that are connected to customer profiles, transactions, and learning Replace static training with on-the-job peer training that experts teach during actual customer interactions, via standardized and integrated Web, audio, and video conferencing and e-mail Provide real-time performance feedback and training module suggestions that are based on case outcomes, via data mining tools that discover relationships between training modules and case outcomes; business activity monitoring tools Record, route for review, and store successful calls and case outcomes into a retrievable knowledge base, via collaborative applications that have workflow capabilities and use collaborative workspaces, a portal infrastructure, and a framework to manage distributed repositories Deliver training and case-handling best practices to agents based on profiles, specific performances, development plans, and interests, via collaborative workspaces that proactively deliver rich, targeted, and meaningful information Help agents become more confident, selfsufficient, and satisfied with their jobs by increasing their accountability and ownership of customer relationships, via performance scorecards that are strategy-driven and interactive, via business activity monitoring that is embedded in processes, and via delivery of rich, meaningful information based on learned intelligence of interests, search histories, and professional networks Enable agents to work from home by using virtual contact centers, via software-centric voice over IP (VoIP); computers used as primary voice devices for full telephony functionality are integrated with business processes

Integrated Capability Support for Priority Business Capabilities Value Phase 1 Phase 2 Phase 3 IMPROVE AGENT PRODUCTIVI TY AND EFFECTIVEN ESS Allow agents to access all past customer interaction history across channels, via real-time access to parameterized reports that are stored in a centralized data warehouse Enable agents to receive real-time support from the rest of the organization, via secure and reliable e-mail and instant messaging; ability to make and receive call from agents’ computers Allow agents to readily view the reports on contact center statistics (such as, resolution times and resolutions on first contact), via real-time access to parameterized reports that are stored in a centralized data warehouse, and via interactive departmental scorecards Enable agents to find and access relevant supporting products/service information and experts as quickly as possible, via enterprise search of collaborative and content-managed document and data stores, and via secure and reliable e-mail and instant messaging; ability to make and receive call from agents’ computers Group agents based on individual agent performance and route contacts to agents based on customers' segments, via reporting and analysis tools that are connected to agents’ performance information Quickly find service contracts, validate entitlements, and track usage, via centralized collaborative workspaces that have document management capabilities Improve visibility of current and relevant resources that are available in the organization to assist with resolutions, via contact center applications and other line-of-business (LOB) applications that are presenceenabled Consolidate interfaces into applications that contain customer transaction information across the organization, via prefetching and maintenance of enterprise data via forms through integration with LOB systems Allow agents to readily view reports on their individual performances, via interactive, departmental and individual scorecards Store all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case histories, via unidirectional composite applications that consolidate information across multiple diagnostic applications, via collaborative information store that has easy-tonavigate information taxonomies, and via analysis and data mining tools Improve access to experts by using advanced search and indicating current availability, via enterprise search that includes people (that is, skills and social networking information), and via contact center applications and other LOB applications that are presenceenabled Formalize and streamline processes for support of each segment, via workflow automation applications that use collaborative workspaces and portal infrastructures View current service-level performance by segment, via interactive, departmental scorecards that are connected to a near real-time Streamline agent support from the rest of enterprise and partner organizations, via a federation of unified communications with supporting partner organizations Streamline and integrate interfaces into applications that contain customer transaction information; enable agents to quickly review recent activities and problematic transactions by showing them at the top of the agents' screens, via data mining tools, via bidirectional composite applications with integrated predictive analytics, and via electronic forms and transaction workflows that are integrated with software-centric VoIP to coordinate call transfers with launch and focus of relevant applications Allow agents to view real-time individual and contact center performance statistics and alerts, via business activity monitoring tools Resolve issues without using agents by automatically responding to e-mail messages with self-service answers, via data mining tools Streamline agent support from the rest of the enterprise and partner organizations, via advanced search across the data in applications, via electronic forms and transaction workflows that are integrated with softwarecentric VoIP to coordinate call transfers with launch and focus of relevant applications, and via federation of unified communications with supporting partner organizations Streamline and integrate interfaces into applications that have product/service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screens, via unidirectional composite applications, and via advanced search across the data in applications Determine target service level agreements (SLAs) for customers based on profitability, revenue, customer segments, and contractual entitlements to maximize customer lifetime value, via data mining and analysis tools that are connected to a data warehouse, and via real-time scoring of inbound contacts to determine contact handling Allow agents to establish temporary SLAs for particular cases, via real-time scoring of inbound contacts to determine contact handling Generate real-time alerts when segment service levels are not being met, via business activity monitoring tools

Integrated Capability Support for Priority Business Capabilities Value Phase 1 Phase 2 Phase 3 IMPROVE MULTICHANNEL CUSTOMER EXPERIENCE Allow agents to access all past customer interaction history, outstanding service issues, and sales opportunities across channels, via real-time access to parameterized reports that are connected to a centralized data warehouse, and via centralized portals with single sign-on access to multiple systems Enable agents to receive real-time support from the rest of the organization, via secure and reliable e-mail and instant messaging; ability to make and receive call from agents’ computers Support using e-mail as a way for agents to communicate with customers, via e-mail solutions with basic security/antivirus/antispam and disaster recovery Enable agents to find and access relevant supporting product and service information as quickly as possible, via centralized portals with single sign-on access to systems that contain product and service information, and via enterprise search of collaborative and contentmanaged document and data stores Enable agents to connect with available experts as quickly as possible, via secure and reliable email and instant messaging; ability to make and receive call from agents' computers Collaborate across product and service teams to share information about promotions, offers, and new product and service launches across channels, via centralized collaborative workspaces that include document libraries, FAQs, announcements, team rosters, discussion threads, and feedback, and via enterprise search of workspace content Improve visibility into relevant, available experts in the organization to assist with resolutions, via contact center applications and other LOB applications that are presenceenabled Consolidate interfaces into applications that contain customer transaction information across the organization, via prefetching and maintenance of enterprise data via forms through integration with LOB systems Store all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case histories, via unidirectional composite applications that consolidate information across multiple diagnostic applications, via collaborative information store with easy to navigate information taxonomies, and via analysis and data mining tools Improve access to current product/service information and experts by using advanced search and indicating current availability, via enterprise search that includes databases and people (that is, skills and social networking information), via contact center applications and other LOB applications that are presence-enabled, and via secure, nonforwardable e-mail messages Automatically notify agents about new product launches, promotions, and offers across channels, via departmental transaction workflows with links to collaborative workspaces that deliver targeted information to agents Find subject matter experts on new Streamline agent support and other contact channels from the rest of the enterprise and partner organizations, via electronic forms and transaction workflows that are integrated with software-centric VoIP to coordinate call conferencing/transfers with launch and focus of relevant applications, via federation of unified communications with supporting partner organizations, and via advanced e-mail capabilities that facilitate encryption Streamline and integrate interfaces into applications that contain customer transaction information; consistently provide agents and other channels context about recent activities and problematic transactions, via data mining, analysis, and visualization tools, and via bidirectional composite applications with integrated predictive analytics Share channel trends with marketing, product, service, and quality teams, via data mining, analysis, and visualization tools, and via collaborative workspaces that support collaborative analysis, decision making, and execution Establish new customer communication channels (such as Web chat and e-mail) with customer service centers, via advanced e-mail capabilities that facilitate encryption, via live Web chat, via multiple channel integration via serviceoriented architecture (SOA) Web services, and self-service portal that is forms-authenticated with content-centric social computing capabilities, including wikis, blogs, and RSS feeds Streamline agent support from the rest of the enterprise and partner organizations, via advanced search across the data in applications, via electronic forms and transaction workflows that are integrated with software-centric VoIP to coordinate call conferencing/transfers with launch and focus on relevant applications, and via federation of unified communications with supporting partner organizations Streamline and integrate interfaces into applications that have product and service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screens, via data mining tools, via unidirectional composite applications with integrated predictive analytics, and via advanced search across the data in applications Proactively find and address service issues before customers report them, via business activity monitoring, data mining, and predictive analytics tools that provide data to automated workflows, and via basic composite applications that renders information across LOB

Integrated Capability Support for Priority Business Capabilities Value Phase 1 Phase 2 Phase 3 INCREASE UPSELL AND CROSS-SELL VOLUME Consistently and effectively conduct sales training during an agent’s onboarding training, via personalized sites that track training plans and progress Share sales best practices and experiences among agents and crossfunctional team members, via centralized collaborative workspaces Enter information about what customers want and generate customized products or service recommendations, via enterprise search of documentation on network shares and team workspaces Train agents about the value of existing and new products and services, via personalized sites that track training plans and progress Access a fully detailed catalog of all products and services, via content management applications that have workflows, and via enterprise search of documentation on network shares and team workspaces Determine propensity to respond to up-sell or cross-sell attempts based on historical up-sell or cross-sell successes, via basic composite applications that render customers’ up-sell/cross-sell histories and relevant sales best practices Identify up-sell and cross-sell opportunities in customer segments and proactively identify and contact customers, via data mining and predictive analytics tools, and via automated tools for budgeting, planning, and forecasting Provide real-time access to relevant sales best practices, via basic composite applications that render customers’ up-sell/cross-sell histories and relevant sales best practices Construct relevant offers on complementary products and services based on purchasing history across channels, via data mining and enterprise search tools that are connected to a data warehouse of transaction data, which is integrated across channels Determine and find complementary product and service offers in real time, via enterprise search of documents and databases across the enterprise Track up-sell and cross-sell performances, via departmental performance scorecards that are interactive and are sourced from a database Discover new value propositions that are relevant to product and service relationships, via data mining, analysis, and enterprise search tools Suggest the most relevant offers that have the highest commission to agents in real time, via basic composite applications with integrated predictive analytics Suggest value propositions for complementary products and services to agents in real time, via unidirectional, composite applications with integrated predictive analytics

Agenda Recap Discussions to Date Solution Guidance Phase 1 Phase 2 Phase 3 ustomize the Capability Requirements Next Steps

Sophistication of the Solution TRANSFORM FROM A COST CENTER TO A PROFIT CENTER INCREASE UP-SELL AND CROSS-SELL VOLUME REDUCE ATTRITION AND TRAINING COSTS IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCE IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS Phase 1 Provides basic support for the most critical elements of the business driver Phase 2 Provides adequate, typical support for critical and priority elements of the business driver Phase 3 Provides thorough, streamlined support for the business driver that enable differentiated levels of performance

Solution Guidance PHASE DEFINITION MAPPING TECHNOLOGIES CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE Phase Definition For each business driver, list the business challenges, solution features, and business benefits for this solution phase. Use this information and the “Support for Priority Business Capabilities” slides to structure the conversation with IT professional(s) for capturing, refining, and baselining business problems and solution functionality priorities. Mapping The Optimization mapping indicates the maturity level required for each capability of the solution to fully support the features specified in this solution phase. Use the mapping as a starting point to determine appropriate maturity levels for the solution. After mapping the solution, assess the gap between the current and desired infrastructure to: Understand the scope and sequencing of work required Organize a deployment road map Technologies Use the results of the Optimization mapping to determine the technologies required for the features and supporting capabilities specified in this solution phase. Conceptual Architecture Use this high-level, use case diagram to provide the “black box” definition of this solution phase. Customize to your solution definition during the integrated capability analysis. Logical Architecture Use this logical, component-level architecture view to show all software components and how they interact to support this solution phase. Tailor to fit your particular solution definition during the integrated capability analysis. Note: Physical architecture is covered in the Architecture Guide also used during the integrated capability analysis.

Agenda Recap Discussions to Date Solution Guidance Phase 1 Phase 2 Phase 3 ustomize the Capability Requirements Next Steps

Phase 1 BUSINESS DRIVER TRANSFORM FROM A COST CENTER TO A PROFIT CENTER PHASE DEFINITION NEEDS CONCEPTUAL LOGICAL ARCHITECTURE ARCHITECTURE MAPPING TECHNOLOGIES BUSINESS CAPABILITIES Enabling executives to turn customer service into a strategic part of the customer life cycle Enabling executives to create resource and financial forecasts on a yearly and monthly basis and to drive programs that generate additional revenue and profitability in existing accounts and attract new customers Enabling executives to perform customer account planning that creates accountspecific or segment-specific service offerings with sales Gather all customer interaction information across systems to review and analyze performance of accounts and segments to measure customer lifetime value Gather and analyze current customer interactions and performance information year to year Create resource and financial forecasts Create basic account or segment plans with sales to address revenue and profitability growth REDUCE ATTRITION AND TRAINING COSTS Enabling executives to ramp up new agents Enabling executives to improve effectiveness and time-to-value of ongoing training Helping executives reduce initial and ongoing training costs Helping executives schedule and manage ongoing training Helping executives keep people motivated and interested Track new and ongoing training curriculum and individuals’ progress in completing the training Use an online training catalog with a scheduling system that supports training notification, registration, and execution to support readiness for new products, services, and promotions as they are introduced Allow agents to view reports about team performance goals and actuals by segment IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENES S Answering questions and resolve issues as quickly as possible Resolving more issues on first interaction Differentiating service level based on a customer's segment Allow agents to access all past customer interaction history across channels Enable agents to receive real-time support from the rest of the organization Allow agents to readily view the reports on contact center statistics (such as, resolution times and resolutions on first contact), Enable agents to find and access relevant supporting products/service information and experts as quickly as possible Group agents based on individual agent performance and route contacts to agents based on customers' segments Quickly find service contracts, validate entitlements, and track usage

Phase 1 BUSINESS DRIVER IMPROVE MULTI-CHANNEL EXPERIENCE (continued) PHASE DEFINITION NEEDS Enabling agents to pull information about customers regardless of the channel (for example, in a store, online, at a kiosk, in a call center, via e-mail, or via chat) Enabling agents to access information that is located in multiple systems to resolve customer issues Ensuring agents are informed of new and current promotions and offers and new product/service launches across channels INCREASE UPSELL AND CROSS-SELL VOLUME CONCEPTUAL LOGICAL ARCHITECTURE ARCHITECTURE MAPPING TECHNOLOGIES BUSINESS CAPABILITIES Allow agents to access all past customer interaction history, outstanding service issues, and sales opportunities across channels Enable agents to receive real-time support from the rest of the organization Support using e-mail as a way for agents to communicate with customers Enable agents to find and access relevant supporting product and service information as quickly as possible Collaborate across product and service teams to share information about promotions, offers, and new product and service launches across channels Ensuring agents understand when and when not to sell Consistently and effectively conduct sales training during an agent’s onboarding training Ensuring agents present the correct offers to customers Share sales best practices and experiences among agents and cross-functional team members Ensuring agents understand the relationships between products and services Enter information about what customers want and generate customized products or service recommendations Train agents about the value of existing and new products and services Access a fully detailed catalog of all products and services

Phase 1: Core IO Identity & Security Services Device Deployment and Management Datacenter Mgt and Virtualization B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Data Center Mgt & Virtualization The organization actively uses virtualization to consolidate resources for production workloads. Performance monitoring of physical and virtual hardware with defined SLAs; health monitoring of applications; supported across heterogeneous environments with manual remediation. IT services are audited for compliance based on documented company and industry-standard policies (HIPAA, SOX, and PCI); reports are generated monthly. Services are available during server failure (e.g. server clustering, hot spares, and/or virtualization recovery solution). Server Security Malware protection is centrally managed across server operating systems within organizations, including host firewall, host IPS/vulnerability shielding, and quarantine, with defined SLAs. Protection is deployed and centrally managed for all applications and services. Integrated perimeter firewall, IPS, Web security, gateway anti-virus, and URL filtering are deployed with support for server and domain isolation; network security, alerts, and compliance are integrated with all other tools to provide a comprehensive scorecard view and threat assessment across datacenter, application, organization, and cloud boundaries. Remote access is secure, standardized, and available to end users across the organization. Networking Redundant Domain Name System servers exist to provide fault tolerance. Dynamic Host Configuration Protocol servers are network-aware and with support for auto configuration. IPv4 for main transport services, using IPv6 for some transport services (e.g. to achieve larger address range). Storage Critical data is backed up on a schedule across the enterprise; backup copies are stored offsite, with fully tested recovery or failover based on servicelevel agreements. Device Mgt & Virtualization The majority of the installed client base has a minimum of one year of mainstream support remaining. Software distribution to local and geographically dispersed users is automated. System and security updates are distributed and installed automatically for desktop systems. Desktop applications and system events are centrally monitored for critical desktop systems. Device Security Protection against malware is centrally managed for desktop systems and laptops and includes a host firewall; non-PC devices are managed and protected through a separate process. Identity & Access To control access, simple provisioning and de-provisioning exists for user accounts, mailboxes, certificates or other multi-factor authentication methods, and machines; access control is role-based. Password policies are set within a directory service to enable single sign on across boundaries for most applications. Password resets through internal tools or manual processes. There is a centralized group/role based access policy for business resources, managed through internal tools or manual processes. Most applications and services share a common directory for authentication across boundaries. Point-to-point synchronization exists across different directories. Information Protection & Control IT Process & Compliance Each IT service has a process to manage bug handling and design changes; IT services are tested according to defined test plans based on specifications. IT service release and deployment processes are formally defined and consistently followed. Each IT service provides service-level and operational-level agreements. Monitoring, reporting, and notifications are centralized for protection against malware, protection of information, and identity and access technologies. Risk and vulnerability are formally analyzed across IT services; IT compliance objectives and activities are defined and audited for each IT service.

Phase 1: BPIO Content Creation and Management Unified Communications Collaboration B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Workspaces Workspaces are centrally managed, customizable, and reusable, and provide users the capability to collaborate through Web browsers and mobile devices; offline synchronization is supported. Teams work on managed versions of content with controls and common space; team workspaces include group calendaring, shared contacts, user online presence, and simple workflows. IT driven onboarding; Integration with directory services for group level onboarding, training for users is available. Portals Users and groups can publish content directly to some portals; workflow for review and approval is built-in and automated. Users have widgets to customize their views of information; enterprise search is integrated with portals. Portals (enterprise, departmental, and personal) are provisioned by IT and are deployed on a single productivity infrastructure; governance policies are fully in place, including single sign-on supported by uniform directory services. Line-of-business applications and data are delivered through the portal for a few broad-use functions; data is typically read only. Social Computing Project Mgt Information access Most unstructured information from intranets, e-mail, and content management repositories is indexed; some structured content from databases, people, and expertise information is indexed. Search capability may be used as an application platform, but multiple search platforms are in use or they are separate from the general-purpose search solution. Interactive experience and navigation A basic interactive search experience incorporates faceted and filtered information based on common or explicit metadata. The messaging solution (e-mail and calendar) includes basic anti-virus, anti-spam, and anti-phishing protection. Use of high availability technologies enables messaging system continuity at the server and service levels during outages. The e-mail platform supports message encryption (S/MIME) to enable digital signatures. Secure, remote, online and offline access to rich mailbox and calendar functionality exists inside and outside the firewall. IT manages mailbox provisioning by using a single directory. Messaging IM/Presence Users have secure access to an enterprise-managed online presence and IM infrastructure from inside and outside the firewall; peer-to-peer voice and video communications are based on a single directory. Online presence information and contextual “click to communicate” are integrated into the enterprise productivity and collaboration platform. Conferencing Secure Web conferencing is managed by IT, has policy-based access control, uses a single directory, and is available from PCs and Web browsers inside and outside the firewall; an enterprise-wide, standalone audio conferencing service is also managed by IT. Voice Voice communications are based on a hybrid telephony infrastructure (IP and legacy time division multiplexing) that has limited integration with PCs and desktop applications. Information Mgt Managed workspaces exist at the departmental level and are available from individual productivity applications. Metadata capture is enforced; however, the capture process is manual and labor-intensive. Process Efficiency Custom solutions developed by IT are used to deliver and manage key forms electronically; form data and scanned paper-based content are stored in a custom data repository. The organization uses basic workflow tools to process, review, and approve documents; simple workflow routing is part of the collaborative workspace infrastructure. Compliance Authoring Multi-Device Support Interoperability User Accessibility

BI and Analytics Platform Database and LOB Platform Custom Development Phase 1: APO B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Business Intelligence IT engaged to create interactive reports to meet specific business needs. Reports are generated on a scheduled basis or on demand by IT and are then shared on reporting portals. Users have some ability to subscribe to reports. A standardized approach is in place for IT to provision data sources for access to users to search across structured and unstructured content. A basic interactive search experience is provided to users that incorporates filter information based on common or explicit metadata. IT provides access for users to sanctioned data sources as database connections, data feeds, or static data dumps, upon which users can easily perform ad-hoc queries and data analysis using Excel or other analysis tools. Users can share their analyses via a BI portal. Users may have access to more advanced self-service analytics tools to perform data mining or predictive analysis without dependence on IT or a Data Analyst. Data Warehouse Management EDW is refreshed on a near real-time basis so that information is readily available to mission-critical applications, analytics, and reporting systems. A high degree of concurrency exists, with many users running complex queries and interacting with complex analytics tools simultaneously with data loading. Management and maintenance of storage, hardware, and supporting software is manual and ad hoc. Consistency in data warehouse operation and maintenance across distributed data marts is improved through use of common tools, policies, and sharing of best practices, driven by the EDW team. SLAs emerge. Data changes can be planned through standard impact analysis, and effective collaboration occurs across data mart and EDW teams. An ITmanaged BI environment is in place and applications at the department level integrate with departmental data marts. IT designs, implements, and manages data schemas that are optimized for localized self-service reporting and analysis tools. Big Data Information Services and Marketplaces Transaction Processing Data Management Key high-value data has associated formal data management policies and processes. Data governance may be recognized on a siloed basis, but not as a corporate discipline. Data and asset inventories and dependency relationships are manually documented periodically. Access policies for data and objects in databases are defined but not centralized, and do not reference data classifications. Administrative tasks are still performed using an over-privileged account. Security management is performed on a server-by-server basis. Systems are in place for retention backup. Organizational/departmental policies exist for how long items are stored and what is stored. Application Infrastructure Limited application component and service reuse strategies exist at the departmental or project level. Common application services and runtime application frameworks are selected jointly by development and operations teams as part of the application life-cycle management process. Operations is beginning to rationalize to the standard common services and consolidate runtime platforms. Internet Applications Component and Service Composition Some use of reusable assets is supported by high-value services, components, and modules. Composition by IT departments requires advanced coding skills. Use of composition frameworks and tools happens on a project-by-project basis. SOA and portal components are not coordinated. The composite application portal has basic integration with existing business productivity desktop and enterprise applications (such as desktop applications and email). No discoverability of services is in place. Application models are highly descriptive of the application components and dependencies. Manual checks against the application map are in place to avoid impacts on services by component changes. Components and low-level services are documented manually, though the culture of management of those components has not been pervasive across the organization. Enterprise Integration Development Platform Standard application frameworks, messaging, and other application services aligned with standard application operating environments are appropriately and consistently employed by application development teams. Tools for major development activities are standardized across the organization, though practices and versions are not. Application customization is performed through customization support offered by the application, on an isolated project basis with no standard approaches or consideration for future maintenance or integration. Application Lifecycle Management Work-breakdown structures map estimated work to business value. Rudimentary metrics are used to manage project progress. Project managers aggregate data from standard status updates. Effective change management processes are in place. Testing has test harnesses and some automation, formal unit testing with good code coverage, and defined test strategy and processes. Explicit use of code quality tools typically occurs at the end of the development cycle. Processes are defined for debugging production defects and incidents, with a standard set of defect artifacts.

Phase 1: Core IO Identity & Security Services Device Deployment and Management Datacenter Mgt and Virtualization B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Data Center Mgt & Virtualization Compliance Management Libraries; Compliance Management Libraries 2.0; Data Classification Toolkit; Hyper-V Server 2008 (Server Consolidation); HyperV Server 2008 R2 (Server Consolidation); IT Governance, Risk and Compliance process management pack; IT Governance, Risk and Compliance process management pack 2.0; Microsoft Software Inventory Analyzer 5.0; Microsoft Software Inventory Analyzer 5.1; Opalis; Security Compliance Management Toolkit; Security Compliance Manager; Security Compliance Manager 2.x; Software Asset Management; System Center 2012 Configuration Manager; System Center 2012 Operations Manager; System Center 2012 Orchestrator; System Center 2012 Service Manager; System Center 2012 Virtual Machine Manager; System Center Configuration Manager 2007 R3; System Center Operations Manager 2007 R2; System Center Service Manager 2010; System Center Virtual Machine Manager 2008 R2; Windows Azure; Windows Server 2008 R2 (Hyper-V, Clustering, and Network Load Balancing); Windows Server 2008 R2 Standard / Enterprise (Hyper-V); Windows Server 2012 Server Security Forefront Endpoint Protection 2010; Forefront Protection 2010 for Exchange Server; Forefront Security for Exchange Server; Forefront Threat Management Gateway 2010 (Virtual Private Network); Forefront Threat Management Gateway 2010 (Web antivirus/anti-malware protection, Network Inspection System); Internet Security and Acceleration Server 2006 (Multi-Networking); Internet Security and Acceleration Server 2006 (Virtual Private Network); System Center 2012 Endpoint Protection; Windows Azure; Windows Server 2008 R2 (Windows Firewall with Advanced Security); Windows Server 2012 Networking Windows Azure; Windows Server 2008 R2; Windows Server 2008 R2 (Domain Name System server); Windows Server 2008 R2 (Dynamic Host Configuration Protocol server); Windows Server 2012 Storage Microsoft Online Backup Service; System Center 2012 Data Protection Manager; System Center Data Protection Manager 2010; Windows Server 2008 R2 (Backup and recovery); Windows Server 2012 (Backup/Recovery, Hyper-V Replica); Windows Storage Server 2008 (Backup and recovery); Windows Storage Server 2008 R2 (Backup and recovery) Device Mgt & Virtualization Microsoft Deployment Toolkit 2010; Microsoft Deployment Toolkit 2012; Microsoft Desktop Optimization Pack 2011 (Desktop Error Monitoring); Microsoft Desktop Optimization Pack 2011 R2 (Desktop Error Monitoring); Windows 7; Windows 8; Windows Azure; Windows Intune; Windows Server 2008 R2 Standard; Windows Server 2012; Windows Server Update Services 2.0; Windows Server Update Services 3.0 Device Security Forefront Endpoint Protection 2010; System Center 2012 Endpoint Protection; Windows 7 (Firewall); Windows 8; Windows Intune; Windows Server 2008 R2; Windows Server 2012 Identity & Access Windows Azure; Windows Server 2008 R2 (Active Directory Domain Services, Group Policy); Windows Server 2012 Information Protection & Control IT Process & Compliance Forefront Endpoint Protection 2010; Forefront Threat Management Gateway 2010; Hyper-V Server 2008; Hyper-V Server 2008 R2; Internet Security and Acceleration Server 2006; Microsoft Security Assessment Tool; Opalis; System Center 2012 Configuration Manager; System Center 2012 Data Protection Manager; System Center 2012 Endpoint Protection; System Center 2012 Operations Manager; System Center 2012 Orchestrator; System Center 2012 Service Manager; System Center 2012 Virtual Machine Manager; System Center Configuration Manager 2007 R3; System Center Data Protection Manager 2010; System Center Operations Manager 2007 R2; System Center Service Manager 2010; System Center Virtual Machine Manager 2008 R2; Windows Server 2008 R2 (Active Directory Domain Services); Windows Server 2012

Collaboration Content Creation and Management Unified Communications Phase 1: BPIO B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Workspaces Exchange Server 2007; Exchange Server 2010; Lync 2010; Lync Server 2010; Office 2007 (client integration with SharePoint); Office 2007 (Groove 2007: offline collaborative workspaces); Office 2010 (client integration with SharePoint); Office 2010 (SharePoint Workspace 2010: offline collaborative workspaces); Office 365 Dedicated (Dedicated is here for Hybrid); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office SharePoint Server 2007 (Active Directory Domain Services integration with SharePoint); Office SharePoint Server 2007 (document workspaces); Office SharePoint Server 2007 (integrated presence, Outlook Web Access Web Parts, news and announcement Web Parts, out-of-the-box workflow); Office SharePoint Server 2007 (offline collaborative workspaces); SharePoint Designer 2007 (Workflows); SharePoint Designer 2010 (Workflows); SharePoint Online (access/view documents, client integration, mobile device support); SharePoint Online (client integration, templates and Web Parts, presence, synch with Outlook, standard workflows); SharePoint Online (document workspaces, client integration); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (Active Directory Domain Services integration with SharePoint); SharePoint Server 2010 (document workspaces); SharePoint Server 2010 (integrated presence, Outlook Web Access Web Parts, news and announcement Web Parts, out-of-the-box workflow); SharePoint Server 2010 (offline collaborative workspaces, Web applications and companions, mobile-device view) Portals Office 365 Dedicated; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007; Office SharePoint Server 2007 (out-of-thebox workflows, My Sites); Office SharePoint Server 2007 (SharePoint site administration, Active Directory Domain Services integration with SharePoint, audit trail); Office SharePoint Server 2007 (widgets, search); SharePoint Designer 2007 (out-of-the-box content publishing workflows); SharePoint Designer 2010 (out-of-the-box content publishing workflows); SharePoint Online (My Sites, standard workflows, site search); SharePoint Online (site manager); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010; SharePoint Server 2010 (out-of-the-box workflows, My Sites); SharePoint Server 2010 (SharePoint site administration, Active Directory Domain Services integration with SharePoint, audit trail); SharePoint Server 2010 (widgets, search) Social Computing Project Mgt Information access Interactive experience and navigation Messaging IM/Presence Conferencing Voice Information Mgt Process Efficiency Compliance Authoring Multi-Device Support Interoperability User Accessibility Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (out-of-the-box indexing connectors, search filters); Office SharePoint Server 2007 (out-of-the-box search); SharePoint Online (out-of-the-box search); SharePoint Online (search across enterprise content sources); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (out-of-the-box indexing connectors, search filters); SharePoint Server 2010 (out-ofthe-box search) Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (faceted search, filtering, navigation); SharePoint Online (faceted search, filtering); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (faceted search, filtering, navigation) Exchange Hosted Encryption; Exchange Online; Exchange Online Kiosk; Exchange Online P1; Exchange Online P2; Exchange Server 2007; Exchange Server 2010; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office 365 K1; Office 365 K2; Outlook 2007; Outlook 2010; Outlook Web Access 2007; Outlook Web Access 2010 Exchange Online; Lync 2010; Lync Online; Lync Online P1; Lync Online P2; Lync Server 2010; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Online; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office SharePoint Server 2007; Outlook 2007 (integrated presence indicator); Outlook 2010 (integrated presence indicator); SharePoint Online; SharePoint Server 2010 Lync Online; Lync Online P1; Lync Online P2; Lync Server 2010; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Server 2007 R2; Office Live Meeting 2007 Lync 2010; Lync Server 2010; Office 365 E4 (Requires On-Prem Infrastructure as well as Lync Server 2010); Office Communications Server 2007 R2; Office Communicator 2007 R2 Office 2007 (document information panel); Office 2010 (Backstage, auto discover document repository); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (document workspaces); Office SharePoint Server 2007 (metadata capture); SharePoint Online (document workspace); SharePoint Online (metadata); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (document workspace); SharePoint Server 2010 (metadata capture) Office 2007 (InfoPath 2007: form templates); Office 2007 (workflow integration); Office 2010 (InfoPath 2010: form templates); Office 2010 (workflow integration through Backstage); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (form libraries, forms development environment, forms solutions repository); Office SharePoint Server 2007 (out-of-the-box workflows); SharePoint Designer 2007; SharePoint Designer 2010; SharePoint Online (form libraries); SharePoint Online (out-of-the-box workflows); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (form libraries, forms development environment, forms solutions repository, form layout templates); SharePoint Server 2010 (out-of-the-box workflows)

BI and Analytics Platform Database and LOB Platform Custom Development Phase 1: APO B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Business Intelligence Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office 365 K1; Office 365 K2; Office Professional 2010 (Excel 2010); Office SharePoint Server 2007; PowerPivot; Report Builder; SharePoint 2010 Standard; SharePoint Foundation 2010; SharePoint Online; SQL Server 2008 R2; SQL Server 2012 Data Warehouse Management SQL Server 2008; SQL Server 2008 R2; SQL Server 2008 R2 Parallel Data Warehouse; SQL Server 2012; Visual Studio 11; Visual Studio 2008 (BI Development Studio); Visual Studio 2010 Big Data Information Services and Marketplaces Transaction Processing Data Management Office Professional 2010; Office SharePoint Server 2007; SharePoint 2010; SQL Server 2005; SQL Server 2008; SQL Server 2008 R2; SQL Server 2012 Application Infrastructure Microsoft .NET Framework; Internet Information Services (IIS) 6; Internet Information Services (IIS) 7; Internet Information Services (IIS) 8; Office SharePoint Server 2007; SharePoint 2010; SQL Server 2008 R2; SQL Server 2012; Visual Studio 11; Visual Studio 2008; Visual Studio 2010; Windows Communications Foundation (WCF) Services; Windows Server 2008; Windows Server 2008 R2; Windows Server 2008 R2 (Hyper-V); Windows Server 2012; Windows Server AppFabric Internet Applications Component and Service Composition BizTalk Server 2006 R2; BizTalk Server 2006 R2 (Adapters); BizTalk Server 2009; BizTalk Server 2009 (Adapters); BizTalk Server 2010; Office Professional 2010 (Access 2010); Office SharePoint Server 2007; SharePoint 2010; System Center 2007; System Center 2012; Visual Studio 2008; Visual Studio 2010; Windows Server AppFabric Enterprise Integration Development Platform Office Professional 2010; SQL Server 2008 R2; Visual Studio 2008; Visual Studio 2010 Professional; Visual Studio Team Foundation Server 2010; Windows SDK Application Lifecycle Management Office Professional 2010; Project 2010; SQL Server 2008 R2; Visual Studio 11; Visual Studio 11 Team Foundation Server; Visual Studio 2008; Visual Studio 2010; Visual Studio 2010 Premium; Visual Studio 2010 Professional; Visual Studio Team Foundation Server 2010; Windows SDK

Phase 1 PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S Category Products BUSINESS DRIVER TRANSFORM FROM A COST CENTER TO A PROFIT CENTER CATEGORY PRODUCTS Microsoft Dynamics CRM 4.0 / 2011: Provides the ability to pull all customer interaction and transaction information together REDUCE ATTRITION AND TRAINING COSTS None IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS Dynamics CRM 4.0 / 2011: Implements corporate enterprise search capability against product and service information to find appropriate responses and experts that can assist in real time; stores information such as service contracts in document libraries in collaborative workspaces; makes summaries of service entitlement and actual usage readily accessible IMPROVE MULTICHANNEL EXPERIENCE Dynamics CRM 4.0 / 2011: Provides internal, centralized, collaborative workspaces for product/service teams to disseminate information; facilitates support of sale and customer service teams, including document libraries, FAQs, announcements, team rosters, and discussion threads and feedback; provides enterprise-level search of workspace content INCREASE UP-SELL AND CROSS-SELL VOLUME Dynamics CRM 4.0 / 2011: Uses an enterprise-level search engine to find recommended stockkeeping units (SKUs) based on customer requests

Phase 1 PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S

Phase 1 PHASE LOGICAL CONCEPTUAL ARCHITECTURE DEFINITION MAPPING TECHNOLOGIE ARCHITECTUR E S

Agenda Recap Discussions to Date Solution Guidance Phase 1 Phase 2 Phase 3 ustomize the Capability Requirements Next Steps

Phase 2 BUSINESS DRIVER TRANSFORM FROM A COST CENTER TO A PROFIT CENTER NEEDS PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S BUSINESS CAPABILITIES Enabling executives to turn customer service into a strategic part of the customer life cycle Enabling executives to create resource and financial forecasts on a yearly and monthly basis and to drive programs that generate additional revenue and profitability in existing accounts and attract new customers Enabling executives to perform customer account planning that creates accountspecific or segment-specific service offerings with sales View consistent dashboards of customer interactions and profitability waterfalls on demand Compare performance to other customers in the same customer segment to drive suggestions for specific account plans Analyze customer profitability, revenue, service level, and benchmark data to discover customer segments and suggestions for plans to grow revenue and profitability REDUCE ATTRITION AND TRAINING COSTS Enabling executives to ramp up new agents Enabling executives to improve effectiveness and time-to-value of ongoing training Helping executives reduce initial and ongoing training costs Helping executives schedule and manage ongoing training Helping executives keep people motivated and interested Use an eLearning solution that suggests training modules based on case outcomes Working with an expert to resolve customer issues instead of transferring a call to an expert Use an eLearning solution that suggests training modules based on case outcomes Plan training schedules to optimize costs, staffing, and utilization and to minimize impacts on service levels Working with an expert to resolve customer issues instead of transferring a call to an expert Automate team performance scorecards that show goals and actuals by segments and suggest training to enhance scores in underperforming areas IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENES S Answering questions and resolve issues as quickly as possible Resolving more issues on first interaction Differentiating service level based on a customer's segment Improve visibility of current and relevant resources that are available in the organization to assist with resolutions Consolidate interfaces into applications that contain customer transaction information across the organization Allow agents to readily view reports on their individual performances Store all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case histories Improve access to experts by using advanced search and indicating current availability Formalize and streamline processes for support of each segment View current service-level performance by segment

Phase 2 (continued) BUSINESS DRIVER IMPROVE MULTICHANNEL EXPERIENCE PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S NEEDS Enabling agents to pull information about customers regardless of the channel (for example, in a store, online, at a kiosk, in a call center, via e-mail, or via chat) Enabling agents to access information that is located in multiple systems to resolve customer issues Ensuring agents are informed of new and current promotions and offers and new product/service launches across channels BUSINESS CAPABILITIES Improve visibility into relevant, available experts in the organization to assist with resolutions Consolidate interfaces into applications that contain customer transaction information across the organization Store all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case histories Improve access to current product/service information and experts by using advanced search and indicating current availability Automatically notify agents about new product launches, promotions, and offers across channels Find subject matter experts on new products, promotions, and offers across channels INCREASE UPSELL AND CROSS-SELL VOLUME Ensuring agents understand when and when not to sell Determine propensity to respond to up-sell or cross-sell attempts based on historical up-sell or cross-sell successes Ensuring agents present the correct offers to customers Provide real-time access to relevant sales best practices Ensuring agents understand the relationships between products and services Determine and find complementary product and service offers in real time Track up-sell and cross-sell performances Discover new value propositions that are relevant to product and service relationships

Phase 2: Core IO Identity & Security Services Device Deployment and Management Datacenter Mgt and Virtualization B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Data Center Mgt & Virtualization The organization has a consolidated view and a consolidated management process across heterogeneous virtual environments, including branch offices. Performance monitoring of applications as well as physical and virtual hardware pools with enforceable SLAs; Service health monitoring with consistent reporting across heterogeneous environments. There are multiple levels of service availability clustering or load balancing. Virtualization and management is used to dynamically move applications and services when issues arise with datacenter compute, storage and network resources. Server Security Malware protection is centrally managed across server operating systems within organizations, including host firewall, host IPS/vulnerability shielding, and quarantine, with defined SLAs. Protection is deployed and centrally managed for all applications and services. Integrated perimeter firewall, IPS, Web security, gateway anti-virus, and URL filtering are deployed with support for server and domain isolation; network security, alerts, and compliance are integrated with all other tools to provide a comprehensive scorecard view and threat assessment across datacenter, application, organization, and cloud boundaries. Networking Using IPv6 with IPSec for secure private communication over public network. Storage Critical data is backed up by taking snapshots using a centralized, application-aware system. Device Mgt & Virtualization The majority of the installed client base has a minimum of one year of mainstream support remaining. Software distribution to local and geographically dispersed users is automated. System and security updates are distributed and installed automatically for desktop systems. Desktop applications and system events are centrally monitored for critical desktop systems. Device Security Protection against malware is centrally managed for desktop systems and laptops and includes a host firewall; non-PC devices are managed and protected through a separate process. Identity & Access Multi-factor and certificate-based authentication are applied in some scenarios, such as remote access across boundaries (such as On Prem and Cloud). Self service password resets supported. A centralized, group/role based access policy is defined for business resources, applications, and information resources, managed through industry accepted processes. A scalable directory that is integrated and automatically synchronizes with all remaining directories across multiple geographies and isolated domains for all applications with connectivity to cloud when applicable. Information Protection & Control IT Process & Compliance Each IT service has a process to manage bug handling and design changes; IT services are tested according to defined test plans based on specifications. IT service release and deployment processes are formally defined and consistently followed. Each IT service provides service-level and operational-level agreements. Monitoring, reporting, and notifications are centralized for protection against malware, protection of information, and identity and access technologies. Risk and vulnerability are formally analyzed across IT services; IT compliance objectives and activities are defined and audited for each IT service.

Phase 2: BPIO Collaboration B Unified Communications R D Workspaces Team members can simultaneously author, edit, and review content across Clients (including Devices). Self service onboarding, integration with identity systems, training for users is mandatory and enforced. Portals Publishers can direct content to specific audience targets; portals deliver a customized, targeted, or aggregated view of information to individuals based on user identity, role, and device on which content is consumed. Users get targeted information based on their profiles, their roles in the organization, and mobile devices being used. Line-of-business applications are routinely surfaced through the portal and have the capability to write securely to backend systems and to maintain data integrity; information from multiple applications can be combined in dashboards. Social Computing Blogs, wikis, and podcasts are used occasionally, but may not be encouraged enterprise-wide; communities, if present, are largely through e-mail or are driven by forums. Personal profiles are available but cannot be customized; users can publish content on personal shared sites; people can be located based on profile information; the system sorts search results for people by users’ social graphs, which can be refined by using metadata; news feeds are typically delivered through RSS or e-mail alerts. Project Mgt Information access Unstructured content from the Web, collaborative and content-managed data repositories, databases, and line-of-business applications is indexed; indexing processes incorporate browsing by people and ranking of expertise. Search relevance is managed by IT, but is not consolidated with the many indexes that exist for different search-enabled business applications; as a result, search relevance can be influenced by how people use and tag search results. A single platform provides an organization-wide search experience; structured data is incorporated and exposed in search-driven applications. Interactive experience and navigation An advanced interactive search experience incorporates faceted information based on extracted metadata and other user experience elements to guide users; the search experience is unified across desktop systems, mobile devices, servers, and Internet searches. The messaging solution includes anti-spam, anti-phishing, and multiple-engine anti-virus protection. Use of high availability technologies enables continuity of messaging system services during full data center outages. The e-mail platform supports advanced, policy-driven message controls that include automatic application of rights protection. Secure, policy-driven access to a unified inbox from PCs, phones, and Web browsers exists inside and outside the firewall. Provisioning of user inboxes is driven by business demand, uses a single directory, and provides features based on user needs. Messaging Content Creation and Management S PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S IM/Presence Online presence, IM, and peer-to-peer voice and video are in place (including multiple-layer anti-malware and contextual content filtering) and are accessible from PCs, phones, and Web browsers. Conferencing A secure, unified conferencing platform that enables rich audio, video, and data collaboration is managed by IT and is available from enterprise productivity applications; the platform also has a single user interface, a single directory, and is available across organizational boundaries. Voice Voice communications are secure, encrypted, extended to remote and mobile workers using different mobile devices and integrated within enterprise productivity and collaboration platforms. Voice mail is part of a unified inbox that features single storage and a unified directory; retention and protection policies are enforced by the organization; messages are available as voice or transcribed text and are accessible from PCs, phones, or Web browsers. Information Mgt Traditional and new media content types are managed consistently in a single repository that has integrated workflow. Metadata is centrally managed and deployed across the business; metadata capture is simplified through preemptive suggestions, or is automated based on location and context. Process Efficiency Users are empowered to create and deploy electronic forms by using visual design tools; data from forms (stored in an open format) and scanned paperbased content are managed as part of an electronic information management strategy; a framework provides leverage for integration of data from forms with line-of-business applications. The organization gains leverage from visual workflow models and declarative workflow tools to create workflow solutions that have limited integration with line-of-business applications; people can design and validate customized parallel or serial workflows visually as needed, run them manually or automatically, and monitor them in real time. Inbound and outbound communications are generated by scalable, server-based, automated processes; processes and line-of-business applications are integrated within a framework; templates and output are stored and managed at the enterprise level as part of an information management strategy that provisions core document and records management capabilities. Compliance Policy definition occurs at the content repository level and covers retention and disposition of all types of content, including e-mail; reporting occurs manually. Authoring Multi-Device Support Interoperability User Accessibility

BI and Analytics Platform Database and LOB Platform Custom Development Phase 2: APO B Business Intelligence Data Warehouse Management S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Self-service reporting and analysis environment and tools established and maintained by IT. Access to data is decentralized but governed by IT with a well-defined process for stewardship and governance. Portals exist for dynamic reporting that supports rich report formats. Reports are generated with group or individual filter parameters and delivered via direct push or subscription and can vary by device. Users have the ability to share alerts and subscriptions with other users via limited collaboration and social networking. From the BI portal, users are able to connect to internal and external data sources and combine them in a single report or data set for further analysis. Users can do sophisticated analysis and build rich BI applications using Excel or other analysis tools. BI portal has reporting and analysis capabilities that include exception highlighting, guided analysis, and predictive analysis with rich logic. Dashboards are consistently used to provide operational and strategic views of the business from real time or periodically refreshed data. BI portal experience has rich visualizations, dashboards and scorecards with full data interactivity (slicing, filtering, etc.) consistent with self service reporting and analysis tools. Users have the ability to create unique personal and/or shared views of data that are actually combinations of multiple views (i.e. mashups). IT provisions and provides access to infrastructure, statistical analysis and data mining tools, and common sanctioned data sources to Data Analyst roles to analyze business data and build models to enable future decisions, predict trends, find correlations in business attributes, etc. Data Analysts publish the results of their analyses to business users via reports, spreadsheets, charts, visualizations, etc. Real-time information is available to mission-critical applications, analytics, and reporting systems. Mature governance processes with integrated business rules are consistently applied for centralized data and data loading. EDW, data marts, and supporting storage and infrastructure are centrally managed. EDW serves as the hub that integrates data marts and enables a single view of data and data sets. EDW uses star/snowflake schemas with shared, conformed dimensions to simplify reporting and improve performance. Hardware architecture is balanced to optimize performance. Master data management of the EDW and data marts is centrally governed, although implementation, operations, and maintenance is still distributed. Data warehouse and data mart resources are explicitly governed. Audit information is available for performance, history, and forensic information. An IT-managed BI environment and applications at the department level are aligned with the enterprise data warehouse (EDW) environment and applications. IT proactively builds, maintains, and manages key reports and analysis models that are used regularly across the business. IT designs, implements, and manages semantic models (such as OLAP) and data schemas optimized for managed and self-service reporting and analysis. Big Data Information Services and Marketplaces Transaction Processing Suggestions on data and information sources are provided based on associated tags and based on data available in the catalog. User productivity applications are integrated with line-of-business (LOB) systems and suggest LOB data based on user actions. Data Management Data governance with documented, standardized policies and processes are established and automated for maintaining data consistency and security, but not necessarily optimized. Data access controls are consistently implemented and applied based on data classification. Centrally administered cryptography is used and audited for protection of data-at-rest and data-in-transit. A self-service interface exists for DBAs and/or authorized users to manage security. An information asset inventory and relationship map is able to predict impacts of changes in some areas. Metadata and taxonomies are defined, implemented, and formally managed in one or more repositories with more reliance upon policy-based management to ensure proper configuration and adherence to policies. Business has begun to consolidate data, management plans, and policies for consistency across information stores. Application Infrastructure Application messaging services used by development are aligned with standard application operating environments. Development and operations teams have the skills required to effectively and consistently make use of these technologies. Limited application component and service reuse strategies exist at the departmental or project level. Orchestration and workflow between applications is typically implemented via custom integrations. Applications are beginning to adopt web services or other standards implemented in operating environments to allow application components and common application services to interoperate as needed. Common application services and middleware component frameworks are selected jointly by development and operations teams as part of the application life-cycle management process. A range of application services and infrastructure is provided across operating environments with central governance. A central engineering practices group co-sponsored by development and operations has formed and is providing valuable guidance to application development teams. Application developers consistently build applications using these application frameworks, so hosting, application services requirements, and management are predictable. Operating systems provide support for multiple application frameworks. Internet Applications Component and Service Composition Developers have tools that allow them to automate the creation of components usable by end users out of low-level services, and to publish them to the central repository and obtain basic metrics of usage. Tooling for solution assembly is simplified. The organization overall realizes that services and UI needs to blend, start rationalizing which UI standard they will be driving to, and move to a point where every service has a “face” that is consumable for composing new applications. End users can share their created solutions back to the repository. Mechanisms exist to allow for ranking and rating of solutions and components. A managed central repository of all configuration items, assets, and systems provides dependency maps, reporting, and metrics for development and operations teams across the organization to manage integrations, performance, and scale. Enterprise Integration Reusable integration components are developed for custom development on an ad hoc basis. Project management is centralized for application integrations. Development Platform The organization has selected and implemented a common set of frameworks for major application development and operating environment needs. Developer skill and use of standard frameworks is consistent. A central architecture and engineering practices group has formed with the participation of development and operations teams, and provides valuable guidance to development teams. A standard set of tools and common development approaches are used across multiple development teams in the organization. Developed applications extend line-of-business (LOB) systems (at UX level and mid-tier), extending LOB business logic. IT manages a service-based infrastructure of composite applications that connect and surface best-of-breed LOB systems. Application Lifecycle Management Consistent, iterative, well-documented, and cross-functional processes exist across the application life cycle. Project estimates consider historical data. High transparency exists within self-directed teams, cross-team transparency, and stakeholder engagement. Project managers track status via centralized tools. Issue tracking is well integrated with change management. Test-driven development is accepted. Applications are designed for testability, with architectural and layer verification and validation. Agile testing is integrated tightly with agile development. Users and stakeholders are engaged on an ad hoc basis. Unit testing, static analysis, and profiling are used regularly. An integrated platform exists between development and operations for application monitoring, incident reporting and management, actionable defect/incident data from monitored applications, communication through support to development teams, and ubiquitous visibility into issue resolution status.

Phase 2: Core IO Identity & Security Services Device Deployment and Management Datacenter Mgt and Virtualization B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Data Center Mgt & Virtualization Compliance Management Libraries; Compliance Management Libraries 2.0; Data Classification Toolkit; Hyper-V Server 2008 (Mixed OS Virtualization, Branch Office Consolidation); Hyper-V Server 2008 R2 (Mixed OS Virtualization, Branch Office Consolidation); IT Governance, Risk and Compliance process management pack; IT Governance, Risk and Compliance process management pack 2.0; Microsoft Software Inventory Analyzer 5.0; Microsoft Software Inventory Analyzer 5.1; Opalis; Security Compliance Management Toolkit; Security Compliance Manager; Security Compliance Manager 2.x; Software Asset Management; System Center 2012 Configuration Manager; System Center 2012 Operations Manager; System Center 2012 Orchestrator; System Center 2012 Service Manager; System Center 2012 Virtual Machine Manager; System Center Configuration Manager 2007 R3; System Center Operations Manager 2007 R2; System Center Service Manager 2010; System Center Virtual Machine Manager 2008 R2; Windows Azure; Windows Server 2008 R2 (Hyper-V, Clustering, and Network Load Balancing); Windows Server 2008 R2 Enterprise / Datacenter (Hyper-V); Windows Server 2012 Server Security Forefront Endpoint Protection 2010; Forefront Protection 2010 for Exchange Server; Forefront Protection 2010 for SharePoint; Forefront Security for Exchange Server; Forefront Security for Office Communications Server; Forefront Security for SharePoint; Forefront Threat Management Gateway 2010 (Virtual Private Network); Forefront Threat Management Gateway 2010 (Web antivirus/anti-malware protection, Network Inspection System); Forefront Unified Access Gateway 2010; Intelligent Application Gateway 2007; Internet Security and Acceleration Server 2006 (Multi-Networking); Internet Security and Acceleration Server 2006 (Virtual Private Network); System Center 2012 Endpoint Protection; Windows Azure; Windows Server 2008 R2 Enterprise (Windows Firewall, Network Policy and Access Services); Windows Server 2012 Networking Windows Azure; Windows Server 2008 R2; Windows Server 2008 R2 (Domain Name System server); Windows Server 2008 R2 (Dynamic Host Configuration Protocol server); Windows Server 2012 Storage System Center 2012 Data Protection Manager; System Center Data Protection Manager 2010; Windows Server 2012 (Hyper-V Replica) Device Mgt & Virtualization Microsoft Deployment Toolkit 2010; Microsoft Deployment Toolkit 2012; Microsoft Desktop Optimization Pack 2011 (Desktop Error Monitoring); Microsoft Desktop Optimization Pack 2011 R2 (Desktop Error Monitoring); Windows 7; Windows 8; Windows Azure; Windows Intune; Windows Server 2008 R2 Standard; Windows Server 2012; Windows Server Update Services 2.0; Windows Server Update Services 3.0 Device Security Forefront Endpoint Protection 2010; System Center 2012 Endpoint Protection; Windows 7 (Firewall); Windows 8; Windows Intune; Windows Server 2008 R2; Windows Server 2012 Identity & Access Forefront Identity Manager 2010 (Credential Management); Forefront Identity Manager 2010 (Policy Management); Forefront Identity Manager 2010 R2; Hyper-V Server 2008 (Read-Only Domain Controller); Hyper-V Server 2008 R2 (Read-Only Domain Controller); Windows 7; Windows 8; Windows Azure (Active Directory Access Control); Windows Server 2008 R2 (Active Directory Domain Services, Group Policy); Windows Server 2008 R2 (Active Directory Domain Services, Read-Only Domain Controller); Windows Server 2008 R2 Enterprise / Datacenter (Active Directory Certificate Services); Windows Server 2012 Information Protection & Control IT Process & Compliance Forefront Endpoint Protection 2010; Forefront Threat Management Gateway 2010; Hyper-V Server 2008; Hyper-V Server 2008 R2; Internet Security and Acceleration Server 2006; Microsoft Security Assessment Tool; Opalis; System Center 2012 Configuration Manager; System Center 2012 Data Protection Manager; System Center 2012 Endpoint Protection; System Center 2012 Operations Manager; System Center 2012 Orchestrator; System Center 2012 Service Manager; System Center 2012 Virtual Machine Manager; System Center Configuration Manager 2007 R3; System Center Data Protection Manager 2010; System Center Operations Manager 2007 R2; System Center Service Manager 2010; System Center Virtual Machine Manager 2008 R2; Windows Server 2008 R2 (Active Directory Domain Services); Windows Server 2012

Phase 2: BPIO B Collaboration Workspaces Portals Social Computing Project Mgt Information access Interactive experience and navigation Content Creation and ManagementUnified Communications Messaging IM/Presence Conferencing Voice Information Mgt Process Efficiency Compliance Authoring Multi-Device Support Interoperability User Accessibility S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Exchange Server 2007; Exchange Server 2010; Lync 2010; Lync Server 2010; Office 2007; Office 2007 (client integration with SharePoint); Office 2007 (Groove 2007: offline collaborative workspaces); Office 2010; Office 2010 (client integration with SharePoint); Office 2010 (SharePoint Workspace 2010: offline collaborative workspaces); Office 365 Dedicated; Office 365 Dedicated (Dedicated is here for Hybrid); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office SharePoint Server 2007; Office SharePoint Server 2007 (Active Directory Domain Services integration with SharePoint); Office SharePoint Server 2007 (document workspaces); Office SharePoint Server 2007 (integrated presence, Outlook Web Access Web Parts, news and announcement Web Parts, out-of-the-box workflow); Office SharePoint Server 2007 (offline collaborative workspaces); SharePoint Designer 2007; SharePoint Designer 2007 (Workflows); SharePoint Designer 2010; SharePoint Designer 2010 (Workflows); SharePoint Online; SharePoint Online (access/view documents, client integration, mobile device support); SharePoint Online (client integration, templates and Web Parts, presence, synch with Outlook, standard workflows); SharePoint Online (document workspaces, client integration); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (Active Directory Domain Services integration with SharePoint); SharePoint Server 2010 (co-authoring); SharePoint Server 2010 (document workspaces); SharePoint Server 2010 (integrated presence, Outlook Web Access Web Parts, news and announcement Web Parts, out-of-the-box workflow); SharePoint Server 2010 (offline collaborative workspaces, Web applications and companions, mobile-device view) Office 365 Dedicated; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007; Office SharePoint Server 2007 (audience targeting); Office SharePoint Server 2007 (out-ofthe-box workflows, My Sites); Office SharePoint Server 2007 (role-based access, audience targeting); Office SharePoint Server 2007 (SharePoint site administration, Active Directory Domain Services integration with SharePoint, audit trail); Office SharePoint Server 2007 (widgets, search); SharePoint Designer 2007; SharePoint Designer 2007 (out-of-the-box content publishing workflows); SharePoint Designer 2010; SharePoint Designer 2010 (out-of-the-box content publishing workflows); SharePoint Online (audience targeting); SharePoint Online (custom code support); SharePoint Online (My Sites, standard workflows, site search); SharePoint Online (site manager); SharePoint Online (site search); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010; SharePoint Server 2010 (audience targeting); SharePoint Server 2010 (Business Connectivity Services); SharePoint Server 2010 (out-of-the-box workflows, My Sites); SharePoint Server 2010 (role-based access, audience targeting); SharePoint Server 2010 (SharePoint site administration, Active Directory Domain Services integration with SharePoint, audit trail); SharePoint Server 2010 (widgets, search) Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (My Sites, RSS content syndication, e-mail alerts and notifications); Office SharePoint Server 2007 (wikis, blogs, discussion boards, e-mail-enabled lists); SharePoint Online (e-mail alerts and notifications, RSS content syndication, My Sites); SharePoint Online (surveys, e-mail-enabled lists, blogs, wikis); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (My Sites, RSS content syndication, e-mail alerts and notifications); SharePoint Server 2010 (wikis, blogs, discussion boards, e-mail-enabled lists) FAST Search Server 2010 for SharePoint (federated search, connectors and content ingestion); FAST Search Server 2010 for SharePoint (structured data search); Office 2007; Office 2010 (Outlook: keyword tagging for e-mail); Office 2010 (search across business data); Office 365 Dedicated; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (federated search connectors, people search); Office SharePoint Server 2007 (federated search connectors, Search-driven applications); Office SharePoint Server 2007 (synonyms, query correction, ranking factors, out-of-the-box search); SharePoint Online (search federations, people search, relevance); SharePoint Online (Structured data search); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (FAST search usage rights, federated search connectors, people search); SharePoint Server 2010 (FAST search usage rights, federated search connectors, Search-driven applications); SharePoint Server 2010 (synonyms, query correction, ranking factors, out-of-the-box search) FAST Search Server 2010 for SharePoint (faceted search, personalization, visual search); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (metadata-driven faceted search, unified search, personalization); SharePoint Online (faceted search, unified search); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (FAST search usage rights, metadata-driven faceted search, unified search, personalization); Windows 7 (search); Windows 8 Exchange Hosted Continuity; Exchange Hosted Encryption; Exchange Hosted Filtering; Exchange Online; Exchange Online (connects to on-premises Private Branch Exchange); Exchange Online (Forefront Online Protection for Exchange); Exchange Online (requires on-premises Rights Management Services); Exchange Online (Standard and Deskless); Exchange Online Kiosk; Exchange Online P1; Exchange Online P1 (dependency on RMS); Exchange Online P2; Exchange Online P2 (dependency on RMS); Exchange Server 2007; Exchange Server 2010; Forefront Protection 2010 for Exchange Server; Forefront Security for Exchange Server; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office 365 K1; Office 365 K2; Outlook 2007; Outlook 2010; Outlook Mobile 2007; Outlook Mobile 2010; Outlook Web Access (premium experience); Outlook Web Access 2007; Outlook Web Access 2010; Windows Server 2008 R2 (Active Directory Rights Management Services); Windows Server 2012 Exchange Online; Forefront Security for Office Communications Server; Lync 2010; Lync Online; Lync Online P1; Lync Online P2; Lync Server 2010; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Online; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office Communicator Web Access 2007 R2; Office SharePoint Server 2007; Outlook 2007 (integrated presence indicator); Outlook 2010 (integrated presence indicator); SharePoint Online; SharePoint Server 2010 Lync 2010; Lync Online; Lync Online P1; Lync Online P2; Lync Server 2010; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office Live Meeting 2007; Outlook 2007 (integrated conferencing); Outlook 2010 (integrated conferencing) Exchange Online; Exchange Online P2; Exchange Server 2007 (unified inbox); Exchange Server 2010 (unified inbox); Lync 2010; Lync Online; Lync Server 2010; Office 365 E3; Office 365 E4; Office 365 E4 (Requires On-Prem Infrastructure as well as Lync Server 2010); Office Communications Online; Office Communications Server 2007 R2; Office Communicator 2007 R2; Outlook 2007; Outlook 2010; Windows Phone 7; Windows Phone 7.5 Office 2007; Office 2007 (document information panel); Office 2007 (integrated workflows); Office 2010 (Backstage, auto discover document repository); Office 2010 (Backstage, location-based metadata defaults, automated population of metadata); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (document workspaces); Office SharePoint Server 2007 (metadata capture); Office SharePoint Server 2007 (metadata tagging); Office SharePoint Server 2007 (out-of-the-box workflows); SharePoint Online; SharePoint Online (document workspace); SharePoint Online (metadata); SharePoint Online (out-of-the-box workflows); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (document workspace); SharePoint Server 2010 (metadata capture); SharePoint Server 2010 (metadata tagging, location-based metadata defaults, automated population of metadata); SharePoint Server 2010 (out-of-the-box workflows) Office 2007 (InfoPath 2007: browser-based forms, mobile forms); Office 2007 (workflow integration); Office 2010 (InfoPath 2010: WCAG compliant browser forms); Office 2010 (workflow integration through Backstage); Office 365 Dedicated; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (custom non-code workflows, document management site templates); Office SharePoint Server 2007 (custom workflows); Office SharePoint Server 2007 (forms integrated with LOB systems/processes, browser-based forms, mobile forms, centralized forms management and control); SharePoint Designer 2007; SharePoint Designer 2010 (visualize workflows); SharePoint Online (browser-based forms); SharePoint Online (custom non-code workflows); SharePoint Online (custom workflows); SharePoint Server 2010 (custom non-code workflows, document management site templates); SharePoint Server 2010 (forms integrated with LOB systems/processes, browser-based forms, mobile forms, centralized forms management and control, WCAG compliant browser forms); SharePoint Server 2010 (reusable workflows); Visio 2007; Visio 2010 Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (records repository); SharePoint Online (records repository); SharePoint Server 2010 (records repository)

BI and Analytics Platform Database and LOB Platform Custom Development Phase 2: APO B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Business Intelligence Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office 365 K1; Office 365 K2; Office Professional 2010 (Excel 2010); Office SharePoint Server 2007; PivotViewer; Power View; PowerPivot; Report Builder; SharePoint 2010 Enterprise (Activity Feeds, Visio Services); SharePoint 2010 Enterprise (Insights, Excel Services, Visio Services, PerformancePoint Services); SharePoint 2010 Standard; SharePoint Foundation 2010; SharePoint Online; SharePoint Online (Insights, Excel Services, Visio Services); SQL Azure; SQL Azure Reporting; SQL Server 2008 R2; SQL Server 2012; SQL Server Analytic Services; SQL Server Reporting Services; Visio 2007; Visio 2010 Data Warehouse Management SQL Server 2008; SQL Server 2008 R2; SQL Server 2008 R2 Data Center; SQL Server 2008 R2 Enterprise; SQL Server 2008 R2 Parallel Data Warehouse; SQL Server 2012; Visual Studio 11; Visual Studio 2008 (BI Development Studio); Visual Studio 2010 Big Data Information Services and Marketplaces Office SharePoint Server 2007 (Business Data Catalog); SharePoint 2010; SQL Server 2008 R2; SQL Server 2012 Transaction Processing Data Management Office Professional 2010; Office SharePoint Server 2007; SharePoint 2010; SQL Server 2005; SQL Server 2008; SQL Server 2008 R2; SQL Server 2012 Application Infrastructure Microsoft .NET Framework; BizTalk Server 2006 R2; BizTalk Server 2009; BizTalk Server 2010; Internet Information Services (IIS) 6; Internet Information Services (IIS) 7; Internet Information Services (IIS) 8; Office Professional 2010 (Excel 2010, Outlook 2010, Visio 2010); Office SharePoint Server 2007; SharePoint 2010; SQL Server 2008 R2; SQL Server 2012; System Center 2007; System Center 2012; Visual Studio 11; Visual Studio 2008; Visual Studio 2010; Visual Studio Team Foundation Server 2010; Windows Azure AppFabric; Windows Communications Foundation (WCF) Services; Windows Server 2008; Windows Server 2008 R2; Windows Server 2008 R2 (Hyper-V); Windows Server 2012; Windows Server AppFabric Internet Applications Component and Service Composition BizTalk ESB Toolkit; BizTalk Server 2006 R2; BizTalk Server 2006 R2 (Adapters); BizTalk Server 2009; BizTalk Server 2009 (Adapters); BizTalk Server 2010; Office Professional 2010 (Access 2010); Office SharePoint Server 2007; SharePoint 2010; System Center 2007; System Center 2012; Visual Studio 11; Visual Studio 2008; Visual Studio 2010; Windows Server AppFabric Enterprise Integration BizTalk Server 2006 R2; BizTalk Server 2009; BizTalk Server 2010; Office SharePoint Server 2007; SharePoint 2010 Development Platform Office Professional 2010; SQL Server 2008 R2; SQL Server 2012; Visual Studio 11; Visual Studio 2008; Visual Studio 2010; Visual Studio 2010 Professional; Visual Studio Team Foundation Server 2010; Windows SDK Application Lifecycle Management Office Professional 2010; Project 2010; Visual Studio 11; Visual Studio 11 Team Foundation Server; Visual Studio 2010; Visual Studio 2010 Ultimate; Visual Studio Team Foundation Server 2010

Phase 2 PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S Category Products BUSINESS DRIVER TRANSFORM FROM A COST CENTER TO A PROFIT CENTER CATEGORY PRODUCTS Dynamics CRM 4.0 / 2011: Provides a customer interaction data warehouse/data mart that has consistent, centralized reports and dashboards about customer interactions, revenue, and costs; gives performance reports about transactional and interaction data that is stored in customer relationship management (CRM) segments REDUCE ATTRITION AND TRAINING COSTS None IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS Dynamics CRM 4.0 / 2011: Implements a customer service knowledge base that is accessible in real time by agents; supplements the knowledge base by accessing other relevant cases; uses analysis tools that include direct access to cases to facilitate research, to generate knowledge base content IMPROVE MULTICHANNEL EXPERIENCE None INCREASE UP-SELL AND CROSS-SELL VOLUME Dynamics CRM 4.0 / 2011: Provides an up-sell and cross-sell platform to gather more value from the customer base, and the opportunity to establish multiple-product relationships with customers; quickly defines, searches, and analyzes customers based on attributes and behaviors

Phase 2 PHASE CONCEPTUAL LOGICAL ARCHITECTUR ARCHITECTURE DEFINITION MAPPING TECHNOLOGIE E S

Phase 2 PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S

Agenda Recap Discussions to Date Solution Guidance Phase 1 Phase 2 Phase 3 ustomize the Capability Requirements Next Steps

Phase 3 BUSINESS DRIVER TRANSFORM FROM A COST CENTER TO A PROFIT CENTER REDUCE ATTRITION AND TRAINING COSTS NEEDS Enabling executives to turn customer service into a strategic part of the customer life cycle Enabling executives to create resource and financial forecasts on a yearly and monthly basis and to drive programs that generate additional revenue and profitability in existing accounts and attract new customers Enabling executives to perform customer account planning that creates account-specific or segment-specific service offerings with sales Enabling executives to ramp up new agents Enabling executives to improve effectiveness and time-to-value of ongoing training Helping executives reduce initial and ongoing training costs Helping executives schedule and manage ongoing training Helping executives keep people motivated and interested PHASE DEFINITION CONCEPTUAL LOGICAL ARCHITECTURE ARCHITECTURE MAPPING TECHNOLOGIES BUSINESS CAPABILITIES Determine patterns of profitability, opportunities for new business, potential customer service issues, or customer churn, and then effectively coordinate and execute an appropriate plan Automatically convert account and segment plans into contact center scripts and action plans Track performance against action plans and alignment to a strategy to determine account plan performance and effectiveness Replace static training with on-the-job peer training that experts teach during actual customer interactions, and provide real-time performance feedback and training module suggestions that are based on case outcomes Record, route for review, and store successful calls and case outcomes into a retrievable knowledge base Deliver training and case-handling best practices to agents based on profiles, specific performances, development plans, and interests Help agents become more confident, self-sufficient, and satisfied with their jobs by increasing their accountability and ownership of customer relationships Enable agents to work from home by using virtual contact centers

Phase 3 (continued) BUSINESS DRIVER IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS NEEDS Answering questions and resolve issues as quickly as possible Resolving more issues on first interaction Differentiating service level based on a customer's segment PHASE DEFINITION CONCEPTUAL LOGICAL ARCHITECTURE ARCHITECTURE MAPPING TECHNOLOGIES BUSINESS CAPABILITIES Streamline agent support from the rest of enterprise and partner organizations Streamline and integrate interfaces into applications that contain customer transaction information; enable agents to quickly review recent activities and problematic transactions by showing them at the top of the agents' screens Allow agents to view real-time individual and contact center performance statistics and alerts Resolve issues without using agents by automatically responding to e-mail messages with self-service answers Streamline agent support from the rest of the enterprise and partner organizations Streamline and integrate interfaces into applications that have product/service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screens Determine target service level agreements (SLAs) for customers based on profitability, revenue, customer segments, and contractual entitlements to maximize customer lifetime value Allow agents to establish temporary SLAs for particular cases Generate real-time alerts when segment service levels are not being met

Phase 3 (continued) BUSINESS DRIVER IMPROVE MULTICHANNEL CUSTOMER EXPERIENCE NEEDS CONCEPTUAL LOGICAL ARCHITECTURE ARCHITECTURE MAPPING TECHNOLOGIES BUSINESS CAPABILITIES Enabling agents to pull information about customers regardless of the channel (for example, in a store, online, at a kiosk, in a call center, via email, or via chat) Streamline agent support and other contact channels from the rest of the enterprise and partner organizations Enabling agents to access information that is located in multiple systems to resolve customer issues Share channel trends with marketing, product, service, and quality teams Ensuring agents are informed of new and current promotions and offers and new product/service launches across channels INCREASE UPSELL AND CROSS-SELL VOLUME PHASE DEFINITION Streamline and integrate interfaces into applications that contain customer transaction information; consistently provide agents and other channels context about recent activities and problematic transactions Establish new customer communication channels (such as Web chat and e-mail) with customer service centers Streamline agent support from the rest of the enterprise and partner organizations Streamline and integrate interfaces into applications that have product and service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screens Ensuring agents understand when and when not to sell Proactively find and address service issues before customers report them Identify up-sell and cross-sell opportunities in customer segments and proactively identify and contact customers Ensuring agents present the correct offers to customers Construct relevant offers on complementary products and services based on purchasing history across channels Ensuring agents understand the relationships between products and services Suggest the most relevant offers that have the highest commission to agents in real time Suggest value propositions for complementary products and services to agents in real time

Phase 3: Core IO Identity & Security Services Device Deployment and Management Datacenter Mgt and Virtualization B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Data Center Mgt & Virtualization The organization has a consolidated view and a consolidated management process across heterogeneous virtual environments, including branch offices. Performance monitoring of applications as well as physical and virtual hardware pools with enforceable SLAs; Service health monitoring with consistent reporting across heterogeneous environments. There are multiple levels of service availability clustering or load balancing. Virtualization and management is used to dynamically move applications and services when issues arise with datacenter compute, storage and network resources. Server Security Malware protection is centrally managed across server operating systems within organizations, including host firewall, host IPS/vulnerability shielding, and quarantine, with defined SLAs. Protection is deployed and centrally managed for all applications and services. Integrated perimeter firewall, IPS, Web security, gateway anti-virus, and URL filtering are deployed with support for server and domain isolation; network security, alerts, and compliance are integrated with all other tools to provide a comprehensive scorecard view and threat assessment across datacenter, application, organization, and cloud boundaries. Networking Using IPv6 with IPSec for secure private communication over public network. Storage Critical data is backed up by taking snapshots using a centralized, application-aware system. Device Mgt & Virtualization The majority of the installed client base has a minimum of one year of mainstream support remaining. Software distribution to local and geographically dispersed users is automated. System and security updates are distributed and installed automatically for desktop systems. Desktop applications and system events are centrally monitored for critical desktop systems. Device Security Protection against malware is centrally managed for desktop systems and laptops and includes a host firewall; non-PC devices are managed and protected through a separate process. Identity & Access Multi-factor and certificate-based authentication are applied in some scenarios, such as remote access across boundaries (such as On Prem and Cloud). Self service password resets supported. A centralized, group/role based access policy is defined for business resources, applications, and information resources, managed through industry accepted processes. A scalable directory that is integrated and automatically synchronizes with all remaining directories across multiple geographies and isolated domains for all applications with connectivity to cloud when applicable. Information Protection & Control IT Process & Compliance IT service issues and design changes are tracked by using formal processes; testing is automated where possible.

Phase 3: BPIO Collaboration B Unified Communications R D Workspaces Team members can simultaneously author, edit, and review content across Clients (including Devices). Self service onboarding, integration with identity systems, training for users is mandatory and enforced. Portals Publishers can direct content to specific audience targets; portals deliver a customized, targeted, or aggregated view of information to individuals based on user identity, role, and device on which content is consumed. Users have rich, targeted, meaningful information based on learned intelligence of their interests, search history, and professional network for an enhanced experience. Portals (enterprise, departmental, and personal) are provisioned by IT and are deployed on a single productivity infrastructure; governance policies are fully in place, including single sign-on supported by uniform directory services. Portals and line-of-business applications are integrated and users can take them offline for changes and secure synchronization later; can access data from these LOB apps across mobile devices; users can combine data from disparate sources into composite applications without IT involvement; IT has the flexibility to create rich client applications and surface them within productivity applications that are used to create and integrate content with the system of record. Social Computing Blogs, wikis, and podcasts are used enterprise-wide and compose a significant amount of enterprise content; communities have dedicated, actively managed sites that often are customized for specific needs, This Content is accessible through multiple mobile devices. Project Mgt Information access All corporate information assets from structured and unstructured data sources are indexed; a unified taxonomy exists for all key business data. Search relevance is influenced by a blend of indexing and the federation infrastructure; advanced content processing includes the ability to extract entities to add metadata, tags, and structure to unstructured information; as a result, organizations can display best-bets results and provide industry-specific dictionaries. Interactive experience and navigation An advanced interactive search experience incorporates faceted information based on extracted metadata and other user experience elements to guide users; the search experience is unified across desktop systems, mobile devices, servers, and Internet searches. The messaging solution includes anti-spam, anti-phishing, and multiple-engine anti-virus protection. Use of high availability technologies enables continuity of messaging system services during full data center outages. The e-mail platform supports advanced, policy-driven message controls that include automatic application of rights protection. Secure, policy-driven access to a unified inbox from PCs, phones, and Web browsers exists inside and outside the firewall. Provisioning of user inboxes is driven by business demand, uses a single directory, and provides features based on user needs. Messaging Content Creation and Management S PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S IM/Presence Instant messaging (IM) and online presence are federated to suppliers and customers across multiple devices, and integrated across line-of-business applications, which enables enterprise networking through expert search. IM and online presence are federated to suppliers and customers across multiple devices and integrated across line-of-business applications, which enables enterprise networking through expert search. Conferencing A secure, unified conferencing platform that enables rich audio, video, and data collaboration is managed by IT and is available from enterprise productivity applications; the platform also has a single user interface, a single directory, and is available across organizational boundaries. Voice Voice communications are integrated with other communications modes (such as e-mail, IM/online presence, and conferencing) and with line-of-business applications on a single platform. There is an intelligent, adaptive media stack on phone and PC endpoints to enable high-quality voice communications even on unmanaged networks (such as the Internet). Redundant call control servers within a cluster or pool provide resilience when failure occurs at a single point. Information Mgt Metadata includes social tags; search indexing automates promotion of metadata to business applications and processes. Process Efficiency Users are empowered to create and deploy electronic forms by using visual design tools; data from forms (stored in an open format) and scanned paperbased content are managed as part of an electronic information management strategy; a framework provides leverage for integration of data from forms with line-of-business applications. The organization gains leverage from visual workflow models and declarative workflow tools to create workflow solutions that have limited integration with line-of-business applications; people can design and validate customized parallel or serial workflows visually as needed, run them manually or automatically, and monitor them in real time. Inbound and outbound communications are generated by scalable, serverbased, automated processes; processes and line-of-business applications are integrated within a framework; templates and output are stored and managed at the enterprise level as part of an information management strategy that provisions core document and records management capabilities. Compliance Policy management is based on content type, location, and document libraries, and includes adherence of content used offline; an integrated solution for electronic discovery of information is in place; retention policies and holds on records are automated. Authoring Multi-Device Support Interoperability User Accessibility

BI and Analytics Platform Database and LOB Platform Custom Development Phase 3: APO B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Business Intelligence Symbiotic relationship and process between self-service and managed BI. IT has visibility into self-service activities that it uses to recommend and guide the enhancement of the managed BI environment and data structures that support self-service. Rich report generation and consumption experience is available from multiple devices with device-aware reports (mobile, web, desktop, etc.). Triggering of and parameters used for reports can be based on complex event processing and workflow. Users search for unstructured documents and structured reports based on metadata and content of reports. Using search on the BI portal allows users to find data, analyses, and reports, and users can launch tools for self service report generation and analysis from the search interface. Data Analysts use powerful data management workbench with integrated access to tools for data preparation, cleansing, multi-variate analysis, and a sophisticated set of data mining algorithms with extensibility and tuning options. Data Analysts can easily publish their findings and data sets for access by business users. Data Warehouse Management Real-time information is available to mission-critical applications, analytics, and reporting systems. Mature governance processes with integrated business rules are consistently applied for centralized data and data loading. EDW, data marts, and supporting storage and infrastructure are centrally managed. EDW serves as the hub that integrates data marts and enables a single view of data and data sets. EDW uses star/snowflake schemas with shared, conformed dimensions to simplify reporting and improve performance. Hardware architecture is balanced to optimize performance. Master data management of the EDW and data marts is centrally governed, although implementation, operations, and maintenance is still distributed. Data warehouse and data mart resources are explicitly governed. Audit information is available for performance, history, and forensic information. An IT-managed BI environment and applications at the department level are aligned with the enterprise data warehouse (EDW) environment and applications. IT proactively builds, maintains, and manages key reports and analysis models that are used regularly across the business. IT designs, implements, and manages semantic models (such as OLAP) and data schemas optimized for managed and self-service reporting and analysis. Big Data Information Services and Marketplaces Transaction Processing Suggestions are based on contextual information and user behavior. Relevant data is recommended based on semantic analysis of user data, profile, and the context of task. Data Management Data governance with documented, standardized policies and processes are established and automated for maintaining data consistency and security, but not necessarily optimized. Data access controls are consistently implemented and applied based on data classification. Centrally administered cryptography is used and audited for protection of data-at-rest and data-in-transit. A self-service interface exists for DBAs and/or authorized users to manage security. An information asset inventory and relationship map is able to predict impacts of changes in some areas. Metadata and taxonomies are defined, implemented, and formally managed in one or more repositories with more reliance upon policy-based management to ensure proper configuration and adherence to policies. Business has begun to consolidate data, management plans, and policies for consistency across information stores. Application Infrastructure A common application messaging services infrastructure is in place and well managed for larger mission-critical applications. Standard service-based application architectures are being rationalized and implemented with appropriate governance. Applications extend line-of-business (LOB) systems (at UX level and mid-tier), extending LOB business logic. Applications use web services to communicate across application boundaries. Processes and infrastructure for managing service endpoints, service discovery, and routing of application messages is in place. IT manages a service-based infrastructure of composite applications that connect and surface best-of-breed LOB systems. Components and services are explicitly tagged for reuse. Internet Applications Component and Service Composition Business productivity and collaboration applications, features, and infrastructure can be easily leveraged as components to integrate powerful and familiar capabilities into the context of a composite application interface. Enterprise Integration Application integrations leverage standard application messaging protocols and infrastructure to connect various applications running on-premises and in the cloud, connecting mission-critical data and transactions across enterprise applications. Centralized data integration strategies and tools are used across the enterprise. Development Platform The organization has selected and implemented a common set of frameworks for major application development and operating environment needs. Developer skill and use of standard frameworks is consistent. A central architecture and engineering practices group has formed with the participation of development and operations teams, and provides valuable guidance to development teams. A standard set of tools and common development approaches are used across multiple development teams in the organization. Developed applications extend line-of-business (LOB) systems (at UX level and mid-tier), extending LOB business logic. IT manages a service-based infrastructure of composite applications that connect and surface best-of-breed LOB systems. Application Lifecycle Management Consistent, iterative, well-documented, and cross-functional processes exist across the application life cycle. Project estimates consider historical data. High transparency exists within self-directed teams, cross-team transparency, and stakeholder engagement. Project managers track status via centralized tools. Issue tracking is well integrated with change management. Test-driven development is accepted. Applications are designed for testability, with architectural and layer verification and validation. Agile testing is integrated tightly with agile development. Users and stakeholders are engaged on an ad hoc basis. Unit testing, static analysis, and profiling are used regularly. An integrated platform exists between development and operations for application monitoring, incident reporting and management, actionable defect/incident data from monitored applications, communication through support to development teams, and ubiquitous visibility into issue resolution status.

Phase 3: Core IO Identity & Security Services Device Deployment and Management Datacenter Mgt and Virtualization B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Data Center Mgt & Virtualization Compliance Management Libraries; Compliance Management Libraries 2.0; Data Classification Toolkit; Hyper-V Server 2008 (Mixed OS Virtualization, Branch Office Consolidation); Hyper-V Server 2008 R2 (Mixed OS Virtualization, Branch Office Consolidation); IT Governance, Risk and Compliance process management pack; IT Governance, Risk and Compliance process management pack 2.0; Microsoft Software Inventory Analyzer 5.0; Microsoft Software Inventory Analyzer 5.1; Opalis; Security Compliance Management Toolkit; Security Compliance Manager; Security Compliance Manager 2.x; Software Asset Management; System Center 2012 Configuration Manager; System Center 2012 Operations Manager; System Center 2012 Orchestrator; System Center 2012 Service Manager; System Center 2012 Virtual Machine Manager; System Center Configuration Manager 2007 R3; System Center Operations Manager 2007 R2; System Center Service Manager 2010; System Center Virtual Machine Manager 2008 R2; Windows Azure; Windows Server 2008 R2 (Hyper-V, Clustering, and Network Load Balancing); Windows Server 2008 R2 Enterprise / Datacenter (Hyper-V); Windows Server 2012 Server Security Forefront Endpoint Protection 2010; Forefront Protection 2010 for Exchange Server; Forefront Protection 2010 for SharePoint; Forefront Security for Exchange Server; Forefront Security for Office Communications Server; Forefront Security for SharePoint; Forefront Threat Management Gateway 2010 (Virtual Private Network); Forefront Threat Management Gateway 2010 (Web antivirus/anti-malware protection, Network Inspection System); Forefront Unified Access Gateway 2010; Intelligent Application Gateway 2007; Internet Security and Acceleration Server 2006 (Multi-Networking); Internet Security and Acceleration Server 2006 (Virtual Private Network); System Center 2012 Endpoint Protection; Windows Azure; Windows Server 2008 R2 Enterprise (Network Policy and Access Services); Windows Server 2008 R2 Enterprise (Windows Firewall, Network Policy and Access Services); Windows Server 2012 Networking Windows Azure; Windows Server 2008 R2; Windows Server 2008 R2 (Domain Name System server); Windows Server 2008 R2 (Dynamic Host Configuration Protocol server); Windows Server 2012 Storage System Center 2012 Data Protection Manager; System Center Data Protection Manager 2010; Windows Server 2012 (Hyper-V Replica) Device Mgt & Virtualization Microsoft Deployment Toolkit 2010; Microsoft Deployment Toolkit 2012; Microsoft Desktop Optimization Pack 2011 (Desktop Error Monitoring); Microsoft Desktop Optimization Pack 2011 R2 (Desktop Error Monitoring); Windows 7; Windows 8; Windows Azure; Windows Intune; Windows Server 2008 R2 Standard; Windows Server 2012; Windows Server Update Services 2.0; Windows Server Update Services 3.0 Device Security Forefront Endpoint Protection 2010; System Center 2012 Endpoint Protection; Windows 7 (Firewall); Windows 8; Windows Intune; Windows Server 2008 R2; Windows Server 2012 Identity & Access Forefront Identity Manager 2010 (Credential Management); Forefront Identity Manager 2010 (Policy Management); Forefront Identity Manager 2010 R2; Hyper-V Server 2008 (Read-Only Domain Controller); Hyper-V Server 2008 R2 (Read-Only Domain Controller); Windows 7; Windows 8; Windows Azure (Active Directory Access Control); Windows Server 2008 R2 (Active Directory Domain Services, Group Policy); Windows Server 2008 R2 (Active Directory Domain Services, Read-Only Domain Controller); Windows Server 2008 R2 Enterprise / Datacenter (Active Directory Certificate Services); Windows Server 2012 Information Protection & Control IT Process & Compliance Forefront Endpoint Protection 2010; Forefront Threat Management Gateway 2010; Hyper-V Server 2008; Hyper-V Server 2008 R2; Internet Security and Acceleration Server 2006; Microsoft Security Assessment Tool; Office SharePoint 2007 (Lists); Opalis; SharePoint 2010 (Lists); System Center 2012 Configuration Manager; System Center 2012 Data Protection Manager; System Center 2012 Endpoint Protection; System Center 2012 Operations Manager; System Center 2012 Orchestrator; System Center 2012 Service Manager; System Center 2012 Virtual Machine Manager; System Center Configuration Manager 2007 R3; System Center Data Protection Manager 2010; System Center Operations Manager 2007 R2; System Center Service Manager 2010; System Center Virtual Machine Manager 2008 R2; Visio Professional 2007; Visio Professional 2010; Windows Server 2008 R2 (Active Directory Domain Services); Windows Server 2012

Collaboration Content Creation and Management Unified Communications Phase 3: BPIO B Workspaces Portals Social Computing Project Mgt Information access Interactive experience and navigation Messaging IM/Presence Conferencing Voice Information Mgt Process Efficiency Compliance Authoring Multi-Device Support Interoperability User Accessibility S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Exchange Server 2007; Exchange Server 2010; Lync 2010; Lync Server 2010; Office 2007; Office 2007 (client integration with SharePoint); Office 2007 (Groove 2007: offline collaborative workspaces); Office 2010; Office 2010 (client integration with SharePoint); Office 2010 (SharePoint Workspace 2010: offline collaborative workspaces); Office 365 Dedicated; Office 365 Dedicated (Dedicated is here for Hybrid); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office SharePoint Server 2007; Office SharePoint Server 2007 (Active Directory Domain Services integration with SharePoint); Office SharePoint Server 2007 (document workspaces); Office SharePoint Server 2007 (integrated presence, Outlook Web Access Web Parts, news and announcement Web Parts, out-of-the-box workflow); Office SharePoint Server 2007 (offline collaborative workspaces); SharePoint Designer 2007; SharePoint Designer 2007 (Workflows); SharePoint Designer 2010; SharePoint Designer 2010 (Workflows); SharePoint Online; SharePoint Online (access/view documents, client integration, mobile device support); SharePoint Online (client integration, templates and Web Parts, presence, synch with Outlook, standard workflows); SharePoint Online (document workspaces, client integration); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (Active Directory Domain Services integration with SharePoint); SharePoint Server 2010 (co-authoring); SharePoint Server 2010 (document workspaces); SharePoint Server 2010 (integrated presence, Outlook Web Access Web Parts, news and announcement Web Parts, out-of-the-box workflow); SharePoint Server 2010 (offline collaborative workspaces, Web applications and companions, mobile-device view) Duet Enterprise for Microsoft SharePoint and SAP; Office 2007 (composite applications, Office Business Applications, Duet); Office 2010 (SharePoint Workspace 2010: integrate line-of-business data offline and online); Office 365 Dedicated; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007; Office SharePoint Server 2007 (audience targeting); Office SharePoint Server 2007 (rich and contextual information); Office SharePoint Server 2007 (role-based access, audience targeting); Office SharePoint Server 2007 (SharePoint site administration, Active Directory Domain Services integration with SharePoint, audit trail); Office SharePoint Server 2007 (widgets, search); SharePoint Designer 2007; SharePoint Designer 2010; SharePoint Online (audience targeting); SharePoint Online (custom code support); SharePoint Online (rich and contextual information); SharePoint Online (site manager); SharePoint Online (site search); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010; SharePoint Server 2010 (audience targeting); SharePoint Server 2010 (Business Connectivity Services); SharePoint Server 2010 (rich and contextual information); SharePoint Server 2010 (rolebased access, audience targeting); SharePoint Server 2010 (SharePoint site administration, Active Directory Domain Services integration with SharePoint, audit trail); SharePoint Server 2010 (widgets, search) Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (My Sites, RSS content syndication, email alerts and notifications); Office SharePoint Server 2007 (wikis, blogs, discussion boards, customized sites); SharePoint Online (email alerts and notifications, RSS content syndication, My Sites); SharePoint Online (surveys, blogs, wikis); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (My Sites, RSS content syndication, email alerts and notifications); SharePoint Server 2010 (wikis, blogs, discussion boards, customized sites) FAST Search Server 2010 for SharePoint (federated search, connectors and content ingestion); FAST Search Server 2010 for SharePoint (relevancy control, visual best bets); FAST Search Server 2010 for SharePoint (structured data search); FAST Search Server 2010 for SharePoint (taxonomy); Office 2007; Office 2010 (location-based metadata defaults); Office 2010 (Outlook: keyword tagging for email); Office 2010 (search across business data); Office 2010 (Word 2010: content control for taxonomy fields); Office 365 Dedicated; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (business data catalog); Office SharePoint Server 2007 (federated search connectors, entity extraction, automatic best bets, dictionaries); Office SharePoint Server 2007 (federated search connectors, people search); Office SharePoint Server 2007 (federated search connectors, Search-driven applications); SharePoint Online (business data search); SharePoint Online (relevance); SharePoint Online (search federations, people search, relevance); SharePoint Online (Structured data search); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (Business Connectivity Services); SharePoint Server 2010 (FAST search usage rights, federated search connectors, entity extraction, automatic best bets, dictionaries); SharePoint Server 2010 (FAST search usage rights, federated search connectors, people search); SharePoint Server 2010 (FAST search usage rights, federated search connectors, Search-driven applications) FAST Search Server 2010 for SharePoint (faceted search, personalization, visual search); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (metadata-driven faceted search, unified search, personalization); SharePoint Online (faceted search, unified search); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (FAST search usage rights, metadata-driven faceted search, unified search, personalization); Windows 7 (search); Windows 8 Exchange Hosted Continuity; Exchange Hosted Encryption; Exchange Hosted Filtering; Exchange Online; Exchange Online (connects to on-premise Private Branch Exchange); Exchange Online (Forefront Online Protection for Exchange); Exchange Online (requires on-premise Rights Management Services); Exchange Online (Standard and Deskless); Exchange Online Kiosk; Exchange Online P1; Exchange Online P1 (dependency on RMS); Exchange Online P2; Exchange Online P2 (dependency on RMS); Exchange Server 2007; Exchange Server 2010; Forefront Protection 2010 for Exchange Server; Forefront Security for Exchange Server; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office 365 K1; Office 365 K2; Outlook 2007; Outlook 2010; Outlook Mobile 2007; Outlook Mobile 2010; Outlook Web Access (premium experience); Windows Server 2008 R2 (Active Directory Rights Management Services); Windows Server 2012 Forefront Security for Office Communications Server; Lync 2010; Lync Online; Lync Online P1; Lync Online P2; Lync Server 2010; Office 365 Dedicated; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Online; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office Communicator Web Access 2007 R2; Office SharePoint Server 2007; SharePoint Online; SharePoint Server 2010 Lync 2010; Lync Online; Lync Online P1; Lync Online P2; Lync Server 2010; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office Live Meeting 2007; Outlook 2007 (integrated conferencing); Outlook 2010 (integrated conferencing) Exchange Online; Exchange Online P2; Exchange Server 2007; Exchange Server 2007 (unified inbox); Exchange Server 2010; Exchange Server 2010 (unified inbox); Lync 2010; Lync Online; Lync Server 2010; Office 365 E3; Office 365 E4; Office 365 E4 (Requires On-Prem Infrastructure and Lync Server 2010); Office Communications Online; Office Communications Server 2007 R2; Office Communicator 2007 R2; Office SharePoint Server 2007; Outlook 2007; Outlook 2010; SharePoint Server 2010; Windows Phone 7; Windows Phone 7.5 Office 2007; Office 2007 (document information panel); Office 2007 (integrated workflows); Office 2010 (Backstage); Office 2010 (Backstage, auto discover document repository); Office 2010 (Backstage, location-based metadata defaults, automated population of metadata); Office 2010 (line of business data as document properties); Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (document workspaces); Office SharePoint Server 2007 (metadata tagging); Office SharePoint Server 2007 (out-of-the-box workflows); Office SharePoint Server 2007 (social tagging, entity extraction); SharePoint Online; SharePoint Online (document workspace); SharePoint Online (out-of-the-box workflows); SharePoint Online P1; SharePoint Online P2; SharePoint Server 2010 (document workspace); SharePoint Server 2010 (metadata tagging, location-based metadata defaults, automated population of metadata); SharePoint Server 2010 (out-of-the-box workflows); SharePoint Server 2010 (social tagging, entity extraction) Office 2007 (InfoPath 2007: browser-based forms, mobile forms); Office 2007 (workflow integration); Office 2010 (InfoPath 2010: WCAG compliant browser forms); Office 2010 (workflow integration through Backstage); Office 365 Dedicated; Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (custom non-code workflows, document management site templates); Office SharePoint Server 2007 (custom workflows); Office SharePoint Server 2007 (forms integrated with LOB systems/processes, browser-based forms, mobile forms, centralized forms management and control); SharePoint Designer 2007; SharePoint Designer 2010 (visualize workflows); SharePoint Online (browser-based forms); SharePoint Online (custom non-code workflows); SharePoint Online (custom workflows); SharePoint Server 2010 (custom non-code workflows, document management site templates); SharePoint Server 2010 (forms integrated with LOB systems/processes, browser-based forms, mobile forms, centralized forms management and control, WCAG compliant browser forms); SharePoint Server 2010 (reusable workflows); Visio 2007; Visio 2010 Office 365 E3; Office 365 E4; Office SharePoint Server 2007 (information rights management, retention and auditing policies, document retention and expiration policies, legal holds, retention schedule); SharePoint Online (information rights management, retention and auditing policies, document retention and expiration policies, legal holds, retention schedule); SharePoint Server 2010 (information rights management, retention and auditing policies, document retention and expiration policies, legal holds, retention schedule)

BI and Analytics Platform Database and LOB Platform Custom Development Phase 3: APO B S R PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S D Business Intelligence Data Mining Add-ins for Microsoft Office; Microsoft Codename Data Explorer; Microsoft Codename Data Hub; Office 365 E1; Office 365 E2; Office 365 E3; Office 365 E4; Office 365 K1; Office 365 K2; Office Professional 2010 (Excel 2010); Office SharePoint Server 2007; PivotViewer; Power View; PowerPivot; Report Builder; SharePoint 2010 Enterprise; SharePoint 2010 Enterprise (Activity Feeds, Visio Services); SharePoint 2010 Enterprise (Insights, Excel Services, Visio Services, PerformancePoint Services); SharePoint 2010 Standard; SharePoint Foundation 2010; SharePoint Online; SharePoint Online (Insights, Excel Services, Visio Services); SQL Azure; SQL Azure Reporting; SQL Server 2008 R2; SQL Server 2012; SQL Server Analytic Services; SQL Server Reporting Services; Visio 2007; Visio 2010 Data Warehouse Management SQL Server 2008 R2 Data Center; SQL Server 2008 R2 Enterprise; SQL Server 2008 R2 Parallel Data Warehouse; SQL Server 2012; Visual Studio 11; Visual Studio 2008 (BI Development Studio); Visual Studio 2010 Big Data Information Services and Marketplaces Office SharePoint Server 2007 (Office Smart Tags supported by business data catalog); SharePoint 2010; SQL Server 2008 R2; SQL Server 2012 Transaction Processing Data Management Office Professional 2010; Office SharePoint Server 2007; SharePoint 2010; SQL Server 2005; SQL Server 2008; SQL Server 2008 R2; SQL Server 2012 Application Infrastructure Microsoft .NET Framework; BizTalk Server 2006 R2; BizTalk Server 2009; BizTalk Server 2010; Internet Information Services (IIS) 6; Internet Information Services (IIS) 7; Internet Information Services (IIS) 8; Office Professional 2010 (Word 2010, Excel 2010, PowerPoint 2010, Visio 2010); Office SharePoint Server 2007; SharePoint 2010; SQL Server 2008 R2; SQL Server 2012; System Center 2007; System Center 2012; Visual Studio 11; Visual Studio 2008; Visual Studio 2010; Visual Studio Team Foundation Server 2010; Windows Azure AppFabric; Windows Communications Foundation (WCF) Services; Windows Server 2008; Windows Server 2008 R2; Windows Server 2008 R2 (Hyper-V); Windows Server 2012; Windows Server AppFabric Internet Applications Component and Service Composition BizTalk ESB Toolkit; BizTalk Server 2006 R2; BizTalk Server 2009; BizTalk Server 2010; Office Professional 2010 (Access 2010); Office SharePoint Server 2007; SharePoint 2010; System Center 2007; System Center 2012; Visual Studio 11; Visual Studio 2008; Visual Studio 2010; Windows Server AppFabric Enterprise Integration BizTalk ESB Toolkit; BizTalk Server 2006 R2; BizTalk Server 2009; BizTalk Server 2010; Office SharePoint Server 2007; SharePoint 2010 Development Platform SQL Server 2008 R2; SQL Server 2012; Visual Studio 11; Visual Studio 2008; Visual Studio 2010; Visual Studio Team Foundation Server 2010; Windows SDK Application Lifecycle Management Office Professional 2010; Project 2010; Visual Studio 11; Visual Studio 11 Team Foundation Server; Visual Studio 2010; Visual Studio 2010 Ultimate; Visual Studio Team Foundation Server 2010

Phase 3 PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S Category Products BUSINESS DRIVER CATEGORY PRODUCTS TRANSFORM FROM A COST CENTER TO A PROFIT CENTER Dynamics CRM 4.0 / 2011: Automatically initiates workflow to carry out internal communications and other plans; uses workflow to automatically drive communications and work queues (call center direction) that drive account plan execution REDUCE ATTRITION AND TRAINING COSTS Dynamics CRM 4.0 / 2011: Stores recordings of successful calls and case outcomes into a retrievable knowledge base IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS Dynamics CRM 4.0 / 2011: Provides enterprise-level search of data in CRM, past cases, and diagnostic systems to find appropriate responses; integrates CRM capabilities with composite applications to access recommended diagnostic systems in a single user interface IMPROVE MULTICHANNEL EXPERIENCE None INCREASE UP-SELL AND CROSS-SELL VOLUME Dynamics CRM 4.0 / 2011: Provides an up-sell and cross-sell platform to gather more value from the customer base, and the opportunity to establish multiple-product relationships with customers; uses data mining tools on customer interaction and transactional data to build predictive models of purchase behavior, to generate and validate up-sell/cross-sell hypotheses

Phase 3 PHASE LOGICAL CONCEPTUAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE S E

Phase 3 PHASE CONCEPTUAL LOGICAL DEFINITION MAPPING TECHNOLOGIE ARCHITECTURARCHITECTURE E S

Agenda Recap Discussions to Date Solution Guidance Phase 1 Phase 2 Phase 3 ustomize the Capability Requirements Next Steps

Example: Steps to Customize the Solution Customize the pre-defined solutions (Phase 1, Phase 2, or Phase 3) by doing the following: Understand your priorities Identify your top-priority business drivers Identify the business capabilities in the Capability Discussion Guide that match your priorities (see below) Choose a starting point Choose the phase (Phase 1, Phase 2, or Phase 3) that corresponds to your priorities Adjust the mapping Add, remove, or adjust capabilities

Example: Customized Solution Requirements Example Solution Area: Phase 1 Identity & Security Services Device Deployment and Management Datacenter Mgt and Virtualization Data Center Mgt & Virtualization B S R Deployment and management of software updates are tool based. The organization actively uses virtualization to consolidate resources for production workloads. Some production server resources are virtualized. A virtualized server pool is offered as a service. Performance monitoring of physical and virtual hardware with defined SLAs; health monitoring of applications; supported across heterogeneous environments with manual remediation. Services are available during server failure (for example, server clustering, hot spares, and virtualization recovery solution). Server Security D Protection against malware is centrally managed across server operating systems within organizations, including the host firewall. Protection for select mainstream/non-custom applications and services (such as email, collaboration and portal applications, and instant messaging), if available, is centrally managed. Integrated perimeter firewall, IPS, web security, gateway antivirus, and URL filtering are deployed with support for server and domain isolation; network security, alerts, and compliance are integrated with all other tools to provide a comprehensive scorecard view and threat assessment across data center, application, organization, and cloud boundaries. Remote access is secure, standardized, and available to end users across the organization. Networking Redundant Domain Name System servers exist to provide fault tolerance. Dynamic Host Configuration Protocol servers are network-aware and include support for automatic configuration. Network quality of service (basic prioritization of applications and services) is standard, with manual allocation of available bandwidth. IPv4 is present for main transport services, using IPv6 for some transport services (for example, to achieve a larger address range). Storage If a single disk or system component fails, no data is lost but data availability may be interrupted. Critical data is backed up on a schedule across the enterprise; backup copies are stored offsite, with fully tested recovery or failover based on service-level agreements. Device Mgt & Virtualization ? Mobile device access configuration is automated and is pushed over-the-air. A solution is in place to configure and update devices. Mobile phones are used for over-the-air synchronization with email, calendar, and contacts. Device Security Protection against malware is centrally managed for desktop systems and laptops and includes a host firewall; non-PC devices are managed and protected through a separate process. Identity & Access ? To control access, simple provisioning and de-provisioning exists for user accounts, mailboxes, certificates or other multi-factor authentication methods and machines; access control is role-based. Password policies are set within a directory service to enable single sign-on across boundaries for most applications. Password resets occur through internal tools or manual processes. There is a centralized group/role based access policy for business resources, managed through internal tools or manual processes. Most applications and services share a common directory for authentication across boundaries. Point-to-point synchronization exists across different directories. Information Protection & Control Persistent information protection exists within the trusted network to enforce policy across key sensitive data (such as documents and email); policy templates are used to standardize rights and control access to information. IT policies are documented for each IT service. Each IT service has a process to manage bug handling and design changes; IT services are tested according to defined test plans based on specifications. IT service release and deployment processes are formally defined and consistently followed. Each IT service provides service-level and operational-level agreements. Processes to manage incidents are in place for each IT service. Monitoring, reporting, and notifications are centralized for protection against malware, protection of information, and identity and access technologies. Problem management processes are in place for each IT service, with self-service access to knowledge base. Risk and vulnerability are formally analyzed across IT services; IT compliance objectives and activities are defined and audited for each IT service. IT Process & Compliance

Example: Tips to Customize the Solution Consider using an alternate maturity level that corresponds to your requirements Keep a capability if you are unsure whether you need it Identify, document, and discuss how a capability may be relevant Server Security helps protect and secure the server infrastructure at the data center from viruses, spam, malware, and other intrusions.

Agenda Recap Discussions to Date Solution Guidance Phase 1 Phase 2 Phase 3 ustomize the Capability Requirements Next Steps

Engagement Approach Business strategy Solution areas Industry Horizontal Business executiv es 1. Present relevant integrated capabilities 2. Position the Integrated Enterprise Platform approach Architect s IT pro/dev executiv es 1. Understand business needs and priorities 2. Discuss range of potential solution capabilities IT executiv es Audience Integrated Capability Analysis Projects, architecture, products Solution road map

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.