Integrating Your VMS into an Evolving Program

A Microsoft Case Study

Beeline Customer Conference 24 May 2011

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•  Microso7 Program Overview •  Phases of Microso7 Program Growth •  Elements of a Successful Partnership •  Challenges, Discoveries in EvoluDon of Partnership

•  Current State of MS / Beeline Partnership

Overview

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• The Talent Source Program is the combinaDon of a Managed Services Provider (MSP) + a Vendor Management System (VMS).

• At Microso7, the VMS is called the “Talent Source Tool” and is comprised of a third party so7ware applicaDon from Beeline, integrated with MS back-‐end and proprietary applicaDons through which ConDngent Staff are requested, selected, engaged, managed and paid.

Microsoft Talent Source

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Talent Source – Global Footprint

Current TSPO Office Loca1ons Currently under implementa1on/discovery

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•  Beeline is the global Talent Source program VMS plaUorm/technology

provider •  3 MSP’s (not necessarily regional) •  Vendor neutral •  Primarily vendor funded •  $310M annual global spend (FY10) •  3,000+ conDngent staff under management •  Phasing in SOW work with current / future implementaDons •  Major growth both geographically and with addiDonal labor type •  ExecuDve support to address significant control and compliance risks across

CS global category is driving growth

Talent Source Program Characteristics

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Talent Source Program Goals

•  Flexible •  Single Tool •  Ease of Use

• Compliance • Cost Controls • Standard ReporDng

•  Standardized •  Automated •  Best PracDces •  Controls

• End User Experience • Quality Talent •  Improved Insight • Governance

People Process

Technology Planning & AnalyDcs

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Phases of Microsoft Program Growth

* ATW = Agency Temporary Worker

Single country (U.S.) Single labor type (ATW) Single MSP

MulDple countries (5+) Single labor type (ATW) MulDple MSP’s (3)

MulDple countries (9+) MulDple labor types (ATW & SOW) MulDple MSP’s (3)

Phase One 2008 -‐ 2009

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Phase Two Through 2010

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Phase Three 2011+

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•  Financials •  Contracts – Fees (ImplementaDon/Licensing), SOW’s, Amendments

•  Performance Management •  SLA’s, Business reviews

•  Technical Change Management •  PrioriDzaDon, ImplementaDon, CommunicaDon, WeighDng of MS requests

•  Strategic planning •  ExecuDve alignment, Buy/sell consideraDons

•  Steady State Support •  Issue management, Technical support, Account management

•  ImplementaDon Support •  Resource management, Project management, Roadmap

Key Partnership Elements

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Challenges, Discoveries – Phase 1

Element Descrip1on Lesson

Financials / Contrac1ng Beeline contract held by MSP Flow-‐through agreements ok with single MSP

Performance Management Reviews with MSP. EscalaDons to MS. Lijle direct contact w/ Beeline. Issue for MS and Beeline

Technical Change Management Technical changes and upgrades DisDncDon between technical changes and training Lijle weighDng of MS requests

Strategic Planning Engagement of GPG and Beeline senior leadership

Beeline Council helpful in building this relaDonship

Steady State Support Support for steady state environment owned by MSP

MS drove stronger direct connecDon with Beeline Added Beeline to Issues review calls

Implementa1on Support Beeline level of engagement in implementaDon

Dedicated team with periodic face to face project reviews



MulDple countries (9+) MulDple labor types (ATW & SOW) MulDple MSP’s (3) Focus on OperaDons

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Element Descrip1on Lesson Financials / Contrac1ng Global contract directly w/ Beeline Formalized fee structure into contract

amendment.

Performance Management Regular QBR’s and annual Exec Review Focus on alignment of program / company growth strategies Formalized SLA’s for issues

Technical Change Management Change request vekng and review processes

Automated CR intake form Formal review and prioriDzaDon of CR’s More weight to MS requests

Strategic Planning Alignment of organizaDonal vision, investment and resource plans

Reviewed in QBR’s and annual Exec Reviews

Steady State Support Provide consistent oversight and control over mulDple countries.

Vendor Management Office formed. Formalized Global Support Model. More rigorous reporDng (SmartView) VMS represented in weekly Steady State meeDngs

Implementa1on Support Project planning and resource commitments

Discovery phase / project plan standardized, ImplementaDon team largely intact

Focus – Infrastructure & Process Control


Mul1ple countries (5+) Single labor type (ATW) Mul1ple MSP’s (3)


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Vendor Management Office – Steady State Support

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Global Support Model – Issue Management

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Issue Management - VMS SLA Tracking

SLA Summary April 2011

•  Outage = N/A •  CriDcal = 4 •  Fast Track = 10 •  High = 2

N/A

4

7

2

N/A 0

3

0 0

1

2

3

4

5

6

7

8

Outage Critical Fast Track High

Met Not Met

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Element Descrip1on Learnings / Challenges Financials / Contrac1ng Fee structure Fees negoDated to accommodate global

volume / scale Fee tracking and reporDng

Performance Management Business reviews Beeline represented in MSP QBR’s Development of detailed scorecard

Technical Change Management AutomaDon of intake, tracking and reporDng Process developed to manage CR process across 20+ countries Synch of MS/Beeline release cycle

Strategic Planning Alignment with evolving program vision Tight communicaDon and relaDonship management to enable flexible collaboraDon

Steady State Support Management of change across 20+ countries CollaboraDon with ImplementaDon team VMO SharePoint site

Implementa1on Support Repeatable processes Ongoing learnings from post-‐go live experiences

Focus – Scale, StandardizaDon, Repeatability


Mul1ple countries (5+) Single labor type (ATW) Mul1ple MSP’s (3)

Mul1ple countries (9+) Mul1ple labor types (ATW & SOW) Mul1ple MSP’s (3)

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Vendor Management Office – SharePoint Site

Change Management Issue Management

Program Management

Training

KPIs

Duff

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Technical Change Management CR Dashboard Reporting

0

2

7

2

1 1

2

0

1

2

5

4

0

1

0

1

0 0

8 8

2

0

2

0

1

2 2

0 0 0 0 0

1 1

5

0 0

1

2

3

4

5

6

7

8

9

High

Medium

Low

Blank

Steady State CRs by Status 5/09/11

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•  High knowledge reten1on •  Many team members engaged since U.S. implementaDon

•  Dedicated teams suppor1ng implementa1on and steady state environments •  Beeline organizaDon evoluDon

•  Formal issue and technical change management processes and repor1ng •  Much stronger knowledge and connecDon to Beeline development

structure but sDll evolving

•  Performance management tools and structure in place but s1ll evolving •  SmartView licenses enabling next generaDon reporDng capabiliDes

•  100% of implementa1ons delivered on 1me!!!

Current State of MS / Beeline Partnership