Transcript Sales Effectiveness Solution Implementer Guide Agenda Recap Discussions to Date Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps.

Sales Effectiveness
Solution Implementer Guide
Agenda
Recap Discussions to Date
Solution Guidance
• Phase 1
• Phase 2
• Phase 3
Customize the Capability Requirements
Next Steps
Engagement Approach
Business strategy
Solution areas
Industry
Horizontal
Business
executives
1. Understand business needs and priorities
IT
executives
1. Present relevant integrated capabilities
Architects
IT pro/dev
executives
Audience
Integrated Capability Analysis > Projects, architecture, products
2. Discuss range of potential solution capabilities
2. Position the Integrated Capability approach
Solution road map
Integrated Capability Analysis
Ensure target business capabilities cover process
improvement priorities
Translate business capabilities into required platform
infrastructure capabilities
Assess current platform infrastructure maturity
Determine gaps to target platform infrastructure
Build a road map for platform and solution implementation
Specify required platform architecture, technologies, and
services
Baseline platform road map
Integrated Capability Support for Priority Business Capabilities
Business driver
KNOW YOUR
CUSTOMER (360DEGREE VIEW OF
CUSTOMER DATA)
Phase 1
Phase 2
Maintain centrally-maintained target
market lists via centralized spreadsheets
that are maintained on collaborative
workspaces
View and analyze the performance of
known market segments via parameterized
reports that are connected to customer
performance databases
Easily access a centrally maintained
proposal template library via collaborative
workspaces with document content
versioning capabilities
Improve insight into customer/market
transactions via sales performance and
historical transaction data that is
integrated with CRM in data marts for
reporting and analysis
Enable better collaboration and
coordination of sales activities across
distributed sales teams via collaborative
workspaces for customer/market
information and sales activity tracking
that users can access on mobile devices
Improve quality and reduce cycle time for
generating sales proposals via
collaborative workspaces that contain
customer/market information,
product/service information, proposal
templates, and collaborative authoring
capabilities
Improve responsiveness of sales to
communications from clients while away
from the office via access to e-mail and
calendars from mobile devices
Provide a centralized library and
supporting taxonomy for archiving and
ranking past proposals via a centralized
document library that is supported by
workflow and custom document metadata
fields
Exploit opportunities to pursue niche
markets and high-value customers via selfserve reporting and analysis of transaction
data from data marts
Enable better customer insight and focus
on high-value customers and opportunities
via self-service reporting and analysis of
transaction data from data marts
Simplify access to and the use of data in
enterprise applications via familiar tools for
composite and reporting/analysis
applications
Phase 3
Improve efficiency in and frequency of
the use of customer relationship
management (CRM) and other
enterprise applications via sophisticated
composite, personalized front-end
applications using workspace
infrastructures
Improve focused execution in niche
markets and for high-value customers
via automated tools for budgeting,
planning, and forecasting programs
Enhance the ability to use past
proposals and find relevant experts to
support sales opportunities via
enterprise search
Drive persistent focus on critical areas
of individual performance via
personalized performance scorecards
Streamline access to transaction,
customer, opportunity, and product
data via enterprise search of transaction
and opportunity data marts
Improve discovery of niche markets
and high-value customers via data
mining tools that are connected to data
marts
Streamline access to current
product/service information via
enterprise search
Integrated Capability Support for Priority Business Capabilities
Business driver
OPTIMIZE SALES
CYCLE
Phase 1
Supplement CRM with tools for sharing,
collaboration, and coordination across
sales teams via collaborative workspaces
that enable users to collaborate on
documents and forms
Enable better coordination of sales
activities and customer/market
communications via collaborative
workspaces
Provide a centralized, collaborative
proposal document library via
collaborative workspaces that are
integrated with desktop productivity
applications, document/content locking,
and versioning capabilities
Improve responsiveness of sales to
communications from client via access to
e-mail and calendars from mobile
devices
Share customer/market and
product/service information across
selling teams and make this information
accessible offline via collaborative
workspaces
Improve quality and reduce cycle time
for generating sales proposals with
access to current customer/market
product/service information, proposal
templates, and collaborative authoring
capabilities via collaborative workspaces
and enterprise search
Phase 2
Phase 3
Streamline sales support processes via
workflow automation that uses collaborative
workspace infrastructures
Streamline access to customer
information via enterprise search of
CRM data
Enable better customer insight and focus on
high-value customers and opportunities via
self-service reporting and analysis of
transaction data from data marts
Improve efficiency in and frequency
of the use of CRM and other
enterprise applications via
sophisticated composite,
personalized front-end applications
using workspace infrastructures
Automate proposal work coordination and
document handling via centralized
collaborative workflows that are supported by
workflow management and document
workflows
Improve responsiveness to customers and
generate more accurate proposals via access
to e-mail and calendars from mobile devices
Improve responsiveness to client
communications via a unified inbox for e-mail,
fax, voice mail, and so on
Simplify access to data in enterprise
applications by sales teams, partners, and
customers via basic composite applications
and extranet capabilities by using
collaborative workspace infrastructures
Improve responsiveness to customers and
generate more accurate proposals via direct,
contextual access to current product/service
data
Improve collaboration with partners and
customers to generate accurate, compelling
proposals via secure external collaboration
with information protection infrastructure
Improve discovery of niche markets
and high-value customers via data
mining tools that are connected to
data marts
Streamline and automate generating
proposals via automatically
populating XML proposal templates
Enable seamless collaboration with
selected customers/partners via
collaborative workspaces federated
across customer/partner
infrastructures
Streamline access to current
product/service information via
enterprise search
Integrated Capability Support for Priority Business Capabilities
Business driver
Phase 1
Phase 2
Phase 3
SELL BETTER
TOGETHER
(BREAK DOWN
INFORMATION
SILOS WITH
ANYTIME/
ANYWHERE
ACCESS)
Share customer/market and
product/service information across selling
teams and make this information
accessible offline via collaborative
workspaces
Enable better coordination of sales
activities and customer/market
communications via timely and consistent
delivery of sales performance reports
Improve a sales team's focus on
performance via secure IM and Web
conferencing
Enable better communication across
distributed sales teams via IM and Web
conferencing
Improve responsiveness and reduce travel
costs by virtualizing customer and
employee meetings and by conducting
training online via IM and Web
conferencing
Facilitate remote sharing, collaboration,
and coordination of sales activities via
collaborative workspaces
Simplify access to data in enterprise
applications by sales teams, partners, and
customers via basic composite applications
and extranet capabilities using
collaborative workspace infrastructure
Improve responsiveness to customers and
generate more accurate proposals via
direct, contextual access to current
product/service data
More precisely and accurately track sales
activities across distributed sales teams via
data mart reports and analysis tools
Protect sensitive data that is shared with
partners and clients via secure external
collaboration tools with information
protection for the infrastructure
View past and current sales team
performances and activities via
parameterized reporting from sales data
marts
Provide consistent, streamlined access to
transaction, customer, opportunity, and
product data across sales teams via
enterprise search of CRM and transaction
data
Streamline access to transaction,
customer, opportunity, and product data
via enterprise search of transaction and
opportunity data marts
Drive consistency in structured account
module/market planning, execution, and
tracking via automated tools for
budgeting, planning, and forecasting
BETTER DECISION
MAKING
(IMPROVE
DECISION
MAKING
THROUGH SALES
INSIGHT)
Centralize planning and scorecard
documents via collaborative workspaces
with document locking and version control
capabilities
Increase team visibility into their
performances via self-service reporting
and analysis of sales performance data
Enable better customer insight and focus
on high-value customers and
opportunities via self-service reporting and
analysis of transaction data from data
marts
Drive consistent focus on specific
performance targets across sales teams via
automated team performance scorecards
Improve focused execution in niche
markets and for high-value customers via
automated tools for budgeting, planning,
and forecasting programs
Drive consistency in structured account
module/market planning, execution, and
tracking via automated tools for
budgeting, planning, and forecasting
Drive persistent focus on critical areas of
individual performance via personalized
performance scorecards
Agenda
Recap Discussions to Date
Solution Guidance
• Phase 1
• Phase 2
• Phase 3
Customize the Capability Requirements
Next Steps
Sophistication of the Solution
KNOW YOUR CUSTOMER
(360-DEGREE VIEW OF
CUSTOMER DATA)
BETTER DECISION MAKING
(IMPROVE DECISION MAKING
THROUGH SALES INSIGHT)
SELL BETTER TOGETHER (BREAK
DOWN INFORMATION SILOS
WITH ANYTIME/ANYWHERE
ACCESS)
OPTIMIZE SALES CYCLE
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 enables 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
Customize the Capability Requirements
Next Steps
Phase 1
Business Driver
KNOW YOUR
CUSTOMER (360DEGREE VIEW OF
CUSTOMER DATA)
PHASE
DEFINITION
Needs
Uncover the correct opportunities through a
comprehensive and contextual 360-degree
view of the customer and opportunities with
anywhere, anytime access
Proactively pinpoint up-sell and cross-sell
opportunities
Identify and capitalize on key market
segments and high-value customers, and then
sell and promote targeted campaigns
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Business Capabilities
Maintain centrally-maintained target market lists
Easily access a centrally maintained proposal template library
Enable better collaboration and coordination of sales activities
across distributed sales teams
Improve quality and reduce cycle time for generating sales
proposals
Improve responsiveness of sales to communications from clients
while away from the office
Incorporate current and relevant information
about a customer's account into customer
interactions, including sales status, customer
support issues, and contracts
OPTIMIZE SALES
CYCLE
Simplify opportunity management and deal
tracking
Supplement CRM with tools for sharing, collaboration, and
coordination across sales teams
Improve lead qualification to increase
conversion rates
Enable better coordination of sales activities and customer/market
communications
Automate workflows across teams and groups
to ensure processes are consistent and
repeatable
Provide a centralized, collaborative proposal document library
Improve quality, accuracy, and responsiveness
to customer communications
Enable sales professionals access to timely and
relevant product information and to expertise
across the company
Improve responsiveness of sales to communications from client
Share customer/market and product/service information across
selling teams and make this information accessible offline
Improve quality and reduce cycle time for generating sales
proposals with access to current customer/market product/service
information, proposal templates, and collaborative authoring
capabilities
Phase 1 (continued)
Business Driver
SELL BETTER
TOGETHER (BREAK
DOWN INFORMATION
SILOS WITH
ANYTIME/ANYWHERE
ACCESS)
PHASE
DEFINITION
Needs
Enable sales teams to collaborate and
communicate with other groups across
organizational boundaries and locations
Coordinate sales efforts across the
company to improve efficiency, enhance
cross-selling, and ensure consistency
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Business Capabilities
Share customer/market and product/service information across
selling teams and make this information accessible offline
Enable better coordination of sales activities and
customer/market communications
Improve a sales team's focus on performance
Enable better communication across distributed sales teams
Improve responsiveness and reduce travel costs by virtualizing
customer and employee meetings and by conducting training
online
Facilitate remote sharing, collaboration, and coordination of
sales activities
BETTER DECISION
MAKING (IMPROVE
DECISION MAKING
THROUGH SALES
INSIGHT)
Improve sales performance, decision
making, and planning through powerful
and timely sales insight reporting
Provide sales management accurate
views into sales initiatives, processes,
and results
Centralize planning and scorecard documents
Phase 1
PHASE
DEFINITION
B
Data Center Mgt &
Virtualization
Data Center
Services Server Security
Core IO
Networking
Client
Services
Storage
Client Mgt &
Virtualization
Client Security
Identity
Identity & Access
& Security
Services
Information Protection &
Control
IT Process & Compliance
Workspaces
Collab
UC
BPIO
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
D
Services are available during server failure (via server clustering or hot spares). IT system (hardware, hypervisor, operating system, and application)-aware monitoring and
reporting on the majority of applications are in place across the heterogeneous environment, with defined service-level agreements and manual remediation functionality. Some
Production server resources are virtualized. A virtualized server pool is being offered as services (minimal Private Cloud progress). The organization actively uses virtualization to
consolidate servers for production workloads.
Multiple vendor products are used for firewall, Intrusion Prevention Systems, web security, gateway antivirus protection, and URL filtering. Protection for select applications (such
as email) is centrally managed.
Redundant Domain Name System servers exist in a single location and provide fault tolerance. Zone creation and record updates are automatic to support directory services.
Critical data is backed up on a schedule across the enterprise; backup copies are stored offsite.
A solution is in place to configure and update devices. Mobile devices are used for over-the-air synchronization with email, calendar, and contacts. Mobile service configuration
is automated and occurs over the air.
Protection against malicious software is centrally managed for desktop systems and laptops and includes a host firewall. Non-PC devices are managed and protected through a
separate process.
Most applications and services share a common directory for authentication; some point-to-point synchronization exists across different directories, applications, and
repositories. Multiple application directory services exist to support multiple standards. Password policies are set within the directory service to enable life-cycle management.
There is a centralized access policy for business resources, with some standardization in the policy. Limited, simple provisioning and de-provisioning of user accounts, mailboxes,
certificates, smart cards, and machines exists to control access.
Persistent information protection exists within the trusted network to enforce policy across key sensitive data (such as documents and email).
Each IT service provides service-level or operational-level agreements. Incident and problem management processes are in place for each IT service. IT policies are documented
for each IT service. Monitoring and reporting are centralized for protection against malicious software, protection of information, and identity and access technologies.
Monitoring, reporting, and auditing are in place for IT services. Processes to manage incidents and problems are in place for each IT service.
Team members can simultaneously author, edit, and review content across clients (including devices). Workspaces are centrally managed, customizable, and reusable, and
provide users the ability to collaborate through web browsers and mobile devices. Offline synchronization is supported.
Portals (enterprise, departmental, and personal) are provisioned by IT and are deployed on a single productivity infrastructure.
Social Computing
Project Mgt
Messaging
Blogs, wikis, and podcasts are used occasionally but may not be encouraged enterprise-wide. Communities, if present, are largely through email or are driven by forums.
IM/Presence
Users have secure access to an enterprise-managed online presence and instant messaging infrastructure from inside and outside the firewall. Peer-to-peer voice and video
communications are based on a single directory.
Highly 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.
Conferencing
Information Mgt
Process Efficiency
Compliance
Enterprise Information Access
Search
Interactive Experience &
Navigation
Dashboards
Reporting Analytics & Data Mining
& Analysis
Report Generation &
Distribution
Authoring
Content
Creation
R
TECHNOLOGIES
Portals
Voice
ECM
S
MAPPING
Secure, remote, online, and offline access to rich mailbox and calendar functionality exists inside and outside the firewall.
Voice communications are based on a hybrid telephony infrastructure (IP and legacy time division multiplexing) that has limited integration with PCs and desktop applications.
Managed workspaces exist at the departmental level and are available from individual productivity applications. websites are built using off-the-shelf web content management
platforms; styles and templates are used consistently.
Inbound and outbound communications are generated by automating productivity applications. IT creates custom connectors for line-of-business applications, so there is heavy
reliance on IT to develop, manage, and maintain solutions. Templates and output are centrally stored at the enterprise level but not managed as part of an information
management strategy. 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.
Most unstructured information from intranets, email, and content management repositories is indexed. Some structured content from databases, people, and expertise
information is indexed.
IT manages reporting as a standalone application or function. Data is shared from a source library to which end users can apply basic filters.
Users can intuitively preview, discard, or accept formatting and content. Formatting can be saved in templates for reuse.
User Accessibility
Key applications support optimized usage scenarios (for example, web for reach, rich client for responsiveness, phone for mobility). Rich client, web, and other applications have
a consistent user interface paradigm that is optimized for usability and discoverability.
Productivity applications are designed for use by people who need accessibility features.
Interoperability
Core productivity applications support the ability to save files in open standards-approved formats.
Multi-Device Support
Database Dependencies
Integration: Data silos are consolidated through basic extract, transform, and load (ETL) packages to combine, integrate, and cleanse raw data from diverse data sources.
Integration Dependencies
Service Architecture: Collections of services can be coordinated and assembled to form composite services with well-defined encapsulations of business assets and
interoperability.
Software Quality: Active development processes use modern tools and frameworks to support object-oriented, rapid development and to help manage evolving application
architectures.
Development Dependencies
Phase 1
PHASE
DEFINITION
B
Data Center Mgt &
Virtualization
Core IO
Data Center Server Security
Services
Client
Services
R
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
D
Windows Server® 2008/2008 R2; Microsoft® Hyper-V® Server 2008/2008 R2; Microsoft System Center Configuration Manager 2007 R3/2012; Microsoft System Center
Operations Manager 2007 R2/2012; Microsoft System Center Orchestrator 2012; Opalis; Microsoft System Center Service Manager 2010/2012; Microsoft System Center Virtual
Machine Manager 2008 R2/2012; Windows® Azure™ Platform
Windows Server 2008/2008 R2 (Windows Firewall with Advanced Security); Microsoft Forefront® Endpoint Protection 2010/2012; Microsoft Forefront Security for Office
Communications Server; Microsoft Forefront Threat Management Gateway 2010; Microsoft Forefront Security for SharePoint; Microsoft Internet Security and Acceleration Server
2006; Microsoft Forefront Security for Exchange Server; Microsoft Forefront Protection 2010 for Exchange Server; Microsoft Forefront Protection 2010 for SharePoint
Networking
Windows Server 2008/2008 R2; Windows 7
Storage
Windows Server 2008/2008 R2; Windows 7; Microsoft Windows Storage Server 2008/2008 R2
Client Mgt &
Virtualization
Windows Phone 7; Windows Embedded Device Manager 2011; Microsoft Exchange Server 2007/2010; Microsoft Windows Mobile ® 6.1/6.5; System Center Configuration
Manager 2007 R3/2012; Microsoft System Center Mobile Device Manager 2008
Client Security
Forefront Endpoint Protection 2010/2012; Windows 7 Enterprise; Windows Server 2008/2008 R2; Windows Phone 7; Windows Mobile 6.1/6.5; Windows Vista
Identity & Access
Identity
& Security Information Protection &
Services
Control
IT Process & Compliance
Collab
S
MAPPING
Windows Server 20082008 R2
Windows Server 2008/2008 R2; Forefront Threat Management Gateway 2010; Internet Security and Acceleration Server 2006; Forefront Protection 2010 for Exchange Server;
Forefront Security for Exchange Server; Forefront Endpoint Protection 2010/2012
Microsoft Application Compatibility Toolkit 5.0/5.5; Microsoft Operations Framework 4.0; Windows Server 2008/2008 R2; System Center Virtual Machine Manager 2008
R2/2012; System Center Configuration Manager 2007 R3/2012; Microsoft System Center Data Protection Manager 2010/2012; System Center Operations Manager 2007
R2/2012; System Center Service Manager 2010/2012; Forefront Endpoint Protection 2010/2012; Internet Security and Acceleration Server 2006; Hyper-V Server 2008/2008 R2;
Opalis; Forefront Threat Management Gateway 2010; Microsoft Security Assessment Tool; System Center Orchestrator 2012
Workspaces
Microsoft SharePoint® Server 2010; Microsoft Office SharePoint Server 2007; Microsoft Office 2010 (including SharePoint Workspace 2010); Microsoft Office 2007; Microsoft
SharePoint Online; Microsoft Office SharePoint Designer 2007; Microsoft SharePoint Designer 2010; Microsoft Office Groove ® 2007
Portals
Office 2010/2007; SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Designer 2010; Office SharePoint Designer 2007; SharePoint Online
Social Computing
SharePoint Server 2010; Office 2007/2010; SharePoint Online; Office SharePoint Server 2007
Project Mgt
BPIO
UC
ECM
Messaging
Microsoft® Exchange Server 2007/2010; Microsoft Outlook® 2010; Microsoft Office Outlook 2007; Microsoft Exchange Online; Microsoft Exchange Hosted Encryption; Microsoft
Exchange Hosted Archive
IM/Presence
Microsoft Office Communicator 2007 R2; Microsoft Lync™ 2010; Microsoft Office Communications Online; Microsoft Lync Online; Microsoft Office Communications Server 2007
R2; Microsoft Lync Server 2010
Conferencing
Office Communications Server 2007 R2; Lync Server 2010; Microsoft Office Live Meeting 2007; Office Communicator 2007 R2; Lync 2010; Lync Online
Voice
Office Communications Server 2007 R2; Lync Server 2010; Office Communicator 2007 R2; Lync 2010
Information Mgt
SharePoint Online; SharePoint Designer 2007; Office 2007/2010; SharePoint Designer 2010
Process Efficiency
SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Designer 2010/2007; SharePoint Online; Office 2007/ 2010
Compliance
Enterprise Information Access
Search
Interactive Experience &
Navigation
Dashboards
Reporting Analytics & Data Mining
& Analysis
Report Generation &
Distribution
Authoring
Content
Creation
Office 2007/ 2010; SharePoint Online; SharePoint Server 2010; Office SharePoint Server 2007
SharePoint Server 2010; Office SharePoint Server 2007; Microsoft SQL Server® 2008/2008 R2; SharePoint Online; Office 2007/2010
Microsoft Visio® 2010; Microsoft Office Visio 2007; Office 2010; SharePoint Server 2010
Multi-Device Support
Microsoft Office Web Apps; Visio 2010; SharePoint Server 2010; Microsoft Office Mobile 2010; Office 2010
User Accessibility
Office 2010
Interoperability
Office 2010
Database Dependencies
SQL Server 2008 R2/2008
Integration Dependencies
Microsoft BizTalk® Server 2009/2010; Microsoft Visual Studio® Team System 2008/2010
Development Dependencies
Visual Studio Team System 2008/2010; Microsoft Expression® Studio 3/4; Microsoft Silverlight® 4/5
Phase 1
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Category Products
Business Driver
KNOW YOUR CUSTOMER (360DEGREE VIEW OF CUSTOMER
DATA)
OPTIMIZE SALES CYCLE
SELL BETTER TOGETHER (BREAK
DOWN INFORMATION SILOS
WITH ANYTIME/ANYWHERE
ACCESS)
BETTER DECISION MAKING
(IMPROVE DECISION MAKING
THROUGH SALES INSIGHT)
Category Product
None
®
Microsoft Dynamics CRM 4.0/2011: Create and maintain a clear view of customers from first contacts through
purchase and post-sales
Dynamics CRM 4.0/2011: Create and maintain a clear view of customers from first contacts through purchase and
post-sales
None
Phase 1
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Phase 1
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Agenda
Recap Discussions to Date
Solution Guidance
• Phase 1
• Phase 2
• Phase 3
Customize the Capability Requirements
Next Steps
Phase 2
Business Driver
KNOW YOUR
CUSTOMER (360DEGREE VIEW OF
CUSTOMER DATA)
PHASE
DEFINITION
Needs
Uncover the correct opportunities through a
comprehensive and contextual 360-degree
view of the customer and opportunities with
anywhere, anytime access
Proactively pinpoint up-sell and cross-sell
opportunities
Identify and capitalize on key market
segments and high-value customers, and then
sell and promote targeted campaigns
OPTIMIZE SALES
CYCLE
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Business Capabilities
View and analyze the performance of known market segments
Improve insight into customer/market transactions
Provide a centralized library and supporting taxonomy for
archiving and ranking past proposals
Exploit opportunities to pursue niche markets and high-value
customers
Enable better customer insight and focus on high-value customers
and opportunities
Incorporate current and relevant information
about a customer's account into customer
interactions, including sales status, customer
support issues, and contracts
Simplify access to and the use of data in enterprise applications
Simplify opportunity management and deal
tracking
Streamline sales support processes
Improve lead qualification to increase
conversion rates
Automate workflows across teams and groups
to ensure processes are consistent and
repeatable
Improve quality, accuracy, and responsiveness
to customer communications
Enable sales professionals access to timely and
relevant product information and to expertise
across the company
Enable better customer insight and focus on high-value customers
and opportunities
Automate proposal work coordination and document handling
Improve responsiveness to customers and generate more accurate
proposals
Improve responsiveness to client communications
Simplify access to data in enterprise applications by sales teams,
partners, and customers
Improve collaboration with partners and customers to generate
accurate, compelling proposals
Phase 2 (continued)
Business Driver
SELL BETTER
TOGETHER (BREAK
DOWN INFORMATION
SILOS WITH
ANYTIME/ANYWHERE
ACCESS)
PHASE
DEFINITION
Needs
Enable sales teams to collaborate and
communicate with other groups across
organizational boundaries and locations
Coordinate sales efforts across the
company to improve efficiency, enhance
cross-selling, and ensure consistency
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Business Capabilities
Simplify access to data in enterprise applications by sales teams,
partners, and customers
Improve responsiveness to customers and generate more
accurate proposals
More precisely and accurately track sales activities across
distributed sales teams
Protect sensitive data that is shared with partners and clients
View past and current sales team performances and activities
BETTER DECISION
MAKING (IMPROVE
DECISION MAKING
THROUGH SALES
INSIGHT)
Improve sales performance, decision
making, and planning through powerful
and timely sales insight reporting
Increase team visibility into their performances
Provide sales management accurate
views into sales initiatives, processes,
and results
Drive consistent focus on specific performance targets across
sales teams
Enable better customer insight and focus on high-value
customers and opportunities
Phase 2
PHASE
DEFINITION
B
Data Center Mgt &
Virtualization
Data Center
Services
Core IO
Server Security
Client
Services
Networking
Storage
Client Mgt &
Virtualization
Client Security
Identity & Access
Identity
& Security
Services
Information Protection &
Control
IT Process & Compliance
Workspaces
Collab
Portals
Social Computing
Project Mgt
Messaging
UC
IM/Presence
Conferencing
Voice
BPIO
ECM
R
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
D
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 data center compute, storage, and network resources. IT system (hardware, hypervisor, operating system, and application)-aware monitoring and reporting are in place
with basic remediation. There are consolidated views of all management tools and consistent reporting across heterogeneous systems. The organization has a consolidated view
of and a consolidated management process for heterogeneous virtual environments, including branch offices. Most production server resources are virtualized. A virtualized
server pool is offered as a service (that is, Private Cloud exists). Several compliance and cost savings strategies use that Private Cloud (for example, Auditing and Reporting, Policy
Management, Metering Usage, Process Automation).
Remote access is highly secure, standardized, and available to end users across the organization. Protection for all collaboration applications (such as email, document sharing,
and instant messaging) is centrally managed.
Automatic server cleanup uses scavenging. Redundant Domain Name System servers exist in multiple locations and provide fault tolerance.
Mobile devices are used to access lightweight, line-of-business applications. A solution is in place to automatically identify devices to deploy, configure, and update while
maintaining device security.
A centralized, common-access policy is defined for business resources, applications, and information resources; entitlement is managed. A centralized, scalable directory works
across geographies for all intranet applications and supports authentication and authorization. A single application directory service covers multiple standards and most
applications. Multi-factor and certificate-based authentication are applied in high-risk scenarios, such as remote access or document signing. Provisioning and de-provisioning
of user and super-user accounts, certificates, and smart cards is automated; access control is role-based.
Persistent information protection helps to enforce policy on sensitive data across the enterprise, including data on mobile devices. Policy templates are used to standardize
rights and control access to information.
Line-of-business applications are routinely surfaced through the portal and have the ability to write securely to back-end systems and to maintain data integrity. Information
from multiple applications can be combined in dashboards.
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.
Secure, policy-driven access to a unified inbox from PCs, phones, and web browsers exists inside and outside the firewall. The email platform supports advanced, policy-driven
message controls that include automatic application of rights protection.
Online presence, instant messaging, 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.
A highly 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 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.
Process Efficiency
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.
Content is stored in a well-managed repository and disposition rules are appropriately applied. Content can be rapidly identified and preserved. Business relies heavily on
outsourcing for review and processing of evidence.
Compliance
Enterprise Information Access
Interactive Experience &
Search
Navigation
A basic interactive search experience incorporates faceted and filtered information based on common or explicit metadata.
Report Generation &
Distribution
Users create and manage basic team or corporate scorecards that may not use cascading metrics or take a balanced scorecard approach. Users create and share information very
securely through dashboards that require manual updates.
IT provides access to common or sanctioned data sources as database connections, data feeds, or reports. There is little IT involvement in building actual business intelligence
(BI) content, but IT monitors usage of BI content, performance, scale, and availability of the portal infrastructure. IT periodically adjusts and also recommends self-service systems
when business users’ requests stretch IT capacity. IT builds extract, transform, and load (ETL) packages; data marts; semantic models (online analytical processing cubes); and
reports.
IT manages reporting components and shared data sets to provide a highly interactive library and reporting environment in which end users can modify or edit source content,
change the display, sort, apply filters, and customize reports after they are generated.
Authoring
Content is efficiently reused without loss of context across applications that have different purposes. Templates are centrally manageable.
Multi-Device Support
Application user interfaces are customizable at the user and organizational levels for optimal flexibility in user experience and IT control. Underlying capabilities such as instant
messaging, communications, workflow, collaboration, and content management are available in each delivery mode as appropriate.
Productivity applications meet guidelines for information and content accessibility in recognized accessibility standards such as Section 508 and Web Content Accessibility
Guidelines (WCAG) 2.0 for both PC and web.
Core productivity applications are integrated with workflows and validation engines, and support rendering changes made directly to files.
Design and Management: The organization has formalized data management and administration tasks related to installation, configuration, management, and maintenance of
databases, user accounts, database availability, recovery, and reporting.
Dashboards
Reporting Analytics & Data Mining
& Analysis
Content
Creation
S
MAPPING
User Accessibility
Interoperability
Database Dependencies
Integration Dependencies
Human Workflow: Business stakeholders can design, interact with, monitor, innovate, and automate critical business processes in a more defined, monitored, and reportable
manner using workflows.
Development Dependencies
User Experience: Investment in next-generation development tools provides tight integration of various development tasks and offers the highest quality, rich user experience
on multiple devices.
Phase 2
PHASE
DEFINITION
B
Data Center Mgt &
Virtualization
Data Center Server Security
Services
Core IO
Networking
S
R
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
D
System Center Configuration Manager 2007 R3/2012; System Center Virtual Machine Manager 2008 R2/ 2012; System Center Operations Manager 2007 R2/2012; Opalis;
System Center Service Manager 2010/2012; System Center Orchestrator 2012; Windows Azure Platform; Hyper-V Server 2008/ 2008 R2; Windows Server 2008/2008 R2
Internet Security and Acceleration Server 2006; Forefront Protection 2010 for SharePoint; Forefront Security for Exchange Server; Windows Server 2008/2008 R2 (Windows
Firewall with Advanced Security); Forefront Endpoint Protection 2010/2012; Forefront Threat Management Gateway 2010; Forefront Protection 2010 for Exchange Server;
Microsoft Intelligent Application Gateway 2007; Forefront Security for Office Communication Server; Microsoft Forefront Unified Access Gateway 2010; Forefront Security for
SharePoint
Windows 7; Windows Server 2008/2008 R2; Forefront Threat Management Gateway 2010; Windows AppFabric (Caching); Internet Security and Acceleration Server 2006; System
Center Operations Manager 2007 R2/ 2012
Storage
Client
Services
Client Mgt &
Virtualization
Exchange Server 2007/2010; Windows Embedded Device Manager 2011; System Center Mobile Device Manager 2008; Windows Mobile 6.1/6.5; Windows Phone 7; Forefront
Unified Access Gateway 2010; System Center Configuration Manager 2007 R3/2012
Client Security
Identity & Access
Identity
& Security Information Protection &
Services Control
Microsoft Forefront Identity Manager 2010; Hyper-V Server 2008/2008 R2; Windows Server 2008/2008 R2; Microsoft Identity Lifecycle Manager 2007; Windows 7
Forefront Security for Exchange Server; Internet Security and Acceleration Server 2006; Forefront Endpoint Protection 2010/2012; Intelligent Application Gateway 2007; System
Center Operations Manager 2007 R2/2012; Windows Server 2008/2008 R2; Forefront Threat Management Gateway 2010; Forefront Unified Access Gateway 2010; Forefront
Protection 2010 for Exchange Server
IT Process & Compliance
Workspaces
Collab
Portals
SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Designer 2010; Office SharePoint Designer 2007; SharePoint Online; Office 2007/2010
Social Computing
SharePoint Online; Office 2007/2010; SharePoint Server 2010; Office SharePoint Server 2007
Project Mgt
BPIO
UC
ECM
Messaging
Exchange Online; Exchange Server 2007/2010; Forefront Security for Exchange Server; Microsoft Outlook Mobile 2010; Exchange Hosted Encryption; Forefront Protection 2010
for Exchange Server; Exchange Hosted Filtering; Outlook 2010; Office Outlook 2007; Exchange Hosted Archive; Microsoft Office Mobile 2010; Windows Phone 7; Windows
Mobile 6.1/6.5; Microsoft Office Outlook Web Access (premium experience)
IM/Presence
Forefront Security for Office Communication Server; Office Communications Server 2007 R2; Lync Server 2010; Lync Online; Office Communications Online; Office
Communicator 2007 R2; Lync 2010; Microsoft Office Communicator Mobile 2007 R2; Microsoft Office Communicator Web Access 2007 R2
Conferencing
Office Communications Server 2007 R2; Lync Server 2010; Office Communicator 2007 R2; Lync 2010; Office Live Meeting 2007; Lync Online
Voice
Outlook 2010; Office Outlook 2007; Windows Phone 7; Exchange Online; Lync Online; Office Communications Server 2007 R2; Lync Server 2010; Exchange Server 2007/2010;
Office Communicator 2007 R2; Lync 2010; Windows Mobile 6.1/6.5; Office Communications Online
Information Mgt
Office 2007/2010; SharePoint Designer 2010; SharePoint Designer 2007; SharePoint Online
Process Efficiency
Office 2007/2010; SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Designer 2010; Office SharePoint Designer 2007; SharePoint Online; Visio 2010
Compliance
Office 2007/2010; SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Online
Information Access
Enterprise
Interactive Experience &
Search
Navigation
Office 2007/2010; SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Online
Dashboards
Visio 2010; Office Visio 2007; SharePoint Server 2010; Office SharePoint Server 2007; SQL Server 2008/2008 R2; Office 2007/2010
Reporting Analytics & Data Mining
& Analysis
Report Generation &
Distribution
SQL Server 2008/2008 R2; Office 2007/2010; Visio 2010; Office Visio 2007; SharePoint Server 2010; Office SharePoint Server 2007
Content
Creation
SharePoint Server 2010; Office SharePoint Server 2007; Office 2007/2010; Visio 2010; Office Visio 2007; SQL Server 2008 R2/2008; SharePoint Online
Authoring
Visio 2010; Office Visio 2007; Office 2010; SharePoint Server 2010
Multi-Device Support
Office Web Apps; Visio 2010; Office 2010; Office Mobile 2010; SharePoint Server 2010
User Accessibility
Office 2010; SharePoint Server 2010
Interoperability
Office 2010; SharePoint Server 2010
Database Dependencies
SQL Server 2008/2008 R2
Integration Dependencies
BizTalk Server 2009/2010; Visual Studio Team System 2008/2010
Development Dependencies
Visual Studio Team System 2008/2010; Expression Studio 3/4; Silverlight 4/5
Phase 2
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Category Products
Business Driver
Category Product
KNOW YOUR CUSTOMER (360DEGREE VIEW OF CUSTOMER
DATA)
Dynamics CRM 4.0/2011: Create reports via new wizard-based tools that are easy to use and maintain; provide a
more holistic view of the customer and provide a greater ability to cross-sell products
OPTIMIZE SALES CYCLE
Dynamics CRM 4.0/2011: Use workflow-driven models and provide information sharing portals; provide a more
holistic view of the customer and provide a greater ability to cross-sell products; provide a more holistic view of
customer information
SELL BETTER TOGETHER (BREAK
DOWN INFORMATION SILOS
WITH ANYTIME/ANYWHERE
ACCESS)
BETTER DECISION MAKING
(IMPROVE DECISION MAKING
THROUGH SALES INSIGHT)
Dynamics CRM 4.0/2011: Provide a more holistic view of customer information; create workflows and reports
without the assistance of technical support
Dynamics CRM 4.0/2011: Provide a more holistic view of the customer and provide a greater ability to cross-sell
products
Phase 2
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Phase 2
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Agenda
Recap Discussions to Date
Solution Guidance
• Phase 1
• Phase 2
• Phase 3
Customize the Capability Requirements
Next Steps
Phase 3
Business Driver
KNOW YOUR
CUSTOMER (360DEGREE VIEW OF
CUSTOMER DATA)
PHASE
DEFINITION
Needs
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Business Capabilities
Uncover the correct opportunities through a
comprehensive and contextual 360-degree
view of the customer and opportunities with
anywhere, anytime access
Improve efficiency in and frequency of the use of customer
relationship management (CRM) and other enterprise applications
Proactively pinpoint up-sell and cross-sell
opportunities
Enhance the ability to use past proposals and find relevant experts
to support sales opportunities
Identify and capitalize on key market
segments and high-value customers, and then
sell and promote targeted campaigns
Incorporate current and relevant information
about a customer's account into customer
interactions, including sales status, customer
support issues, and contracts
OPTIMIZE SALES
CYCLE
MAPPING
Simplify opportunity management and deal
tracking
Improve lead qualification to increase
conversion rates
Automate workflows across teams and groups
to ensure processes are consistent and
repeatable
Improve quality, accuracy, and responsiveness
to customer communications
Enable sales professionals access to timely and
relevant product information and to expertise
across the company
Improve focused execution in niche markets and for high-value
customers
Drive persistent focus on critical areas of individual performance
Streamline access to transaction, customer, opportunity, and
product data
Improve discovery of niche markets and high-value customers
Streamline access to current product/service information
Streamline access to customer information
Improve efficiency in and frequency of the use of CRM and other
enterprise applications
Improve discovery of niche markets and high-value customers
Streamline and automate generating proposals
Enable seamless collaboration with selected customers/partners
Streamline access to current product/service information
Phase 3 (continued)
Business Driver
PHASE
DEFINITION
Needs
SELL BETTER
TOGETHER (BREAK
DOWN INFORMATION
SILOS WITH
ANYTIME/ANYWHERE
ACCESS)
Enable sales teams to collaborate and
communicate with other groups across
organizational boundaries and locations
BETTER DECISION
MAKING (IMPROVE
DECISION MAKING
THROUGH SALES
INSIGHT)
Improve sales performance, decision
making, and planning through powerful
and timely sales insight reporting
Coordinate sales efforts across the
company to improve efficiency, enhance
cross-selling, and ensure consistency
Provide sales management accurate
views into sales initiatives, processes,
and results
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Business Capabilities
Provide consistent, streamlined access to transaction, customer,
opportunity, and product data across sales teams
Streamline access to transaction, customer, opportunity, and
product data
Drive consistency in structured account module/market
planning, execution, and tracking
Improve focused execution in niche markets and for high-value
customers
Drive consistency in structured account module/market
planning, execution, and tracking
Drive persistent focus on critical areas of individual performance
Phase 3
PHASE
DEFINITION
B
Data Center Mgt &
Virtualization
Data Center Server Security
Services
Networking
Core IO
Storage
Client
Services
Client Mgt &
Virtualization
Client Security
Identity
Identity & Access
& Security
Services
Information Protection &
Control
IT Process & Compliance
Workspaces
Collab
Portals
Social Computing
Project Mgt
Messaging
UC
IM/Presence
Conferencing
Voice
Information Mgt
BPIO
ECM
Process Efficiency
Compliance
Information Access
Enterprise
Search
Interactive Experience &
Navigation
Dashboards
Reporting
& Analysis Analytics & Data Mining
Content
Creation
Report Generation &
Distribution
Authoring
Multi-Device Support
User Accessibility
Interoperability
Database Dependencies
Integration Dependencies
Development Dependencies
S
R
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
D
Highly secure remote access is integrated with quarantine for compliance with corporate policy. Integrated perimeter firewall, Intrusion Prevention Systems, web security,
gateway anti-virus, and URL filtering are deployed with support for server and domain isolation.
Critical data is backed up by taking snapshots using a centralized, application-aware system. Backup copies are stored separately at a physical location or by using a cloud-based
service, with fully tested recovery or failover based on service-level agreements.
Protection against malicious software is centrally managed for desktop systems, laptops, and non-PC devices. Desktop systems and laptops include a host firewall, host intrusion
prevention system or vulnerability shield, and quarantine.
A centralized directory supports all intranet, extranet, and Internet scenarios, and automatically synchronizes with all remaining directories. A single application directory service
covers multiple standards and all applications in the corporate directory. End-users can have multiple identities to enable seamless, dynamic role changes (for example, consumer to
information worker) based on contextual access enforced by corporate policy. Multi-factor and certificate-based authentication are corporate-wide across all applications and users.
Provisioning and de-provisioning of all resources, certificates, and smart cards is automated for all users; roles and entitlement are managed and access control is policy-driven.
Persistent information protection is automated for sensitive data across the partner and customer ecosystem.
IT policies are integrated across all IT services. Monitoring and reporting are integrated with individual areas for protection against malicious software, protection of information,
and identity and access technologies. Problem management processes are integrated across IT services. Processes to manage incidents are integrated across IT services.
Monitoring, reporting, and auditing are integrated across IT services; some capabilities exist for event investigation, analysis, and forensics. Service-level and operational-level
agreements are integrated across IT services. Management reviews operational health regularly. Some tasks are automated.
Workspaces are centrally managed, support a hybrid on-premises and web-based (cloud-based) infrastructure, and integrate fully with business applications. Life-cycle
management, including creation, discoverability, archiving, and retirement, is automated.
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. Portals support collaboration and information sharing across extranet and Internet sites in a hybrid on-premises and web-based
(cloud-based) infrastructure and through federated relationships with trusted partners.
Advanced policy controls are applied to mobile devices and applications. Suppliers and customers have federated calendars. Email and contacts are integrated across the
enterprise to support collaboration and are available to line-of-business applications.
Voice communications are highly secure, encrypted, extended to remote and mobile workers using different mobile devices, and integrated within enterprise productivity and
collaboration platforms.
Users are empowered to create and deploy electronic forms by using visual design tools. Data from forms (stored in an open format) and scanned, paper-based 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.
A single platform provides an organization-wide search experience. Structured data is incorporated and exposed in search-driven applications. 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.
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.
Users can search for unstructured documents and structured reports based on metadata and report content. IT manages data connections for users. Users also can connect to
external data sources and combine them in a single report. Users create and manage personal or team dashboards and scorecards based on a balanced scorecard methodology
that includes dynamic and cascading updates.
IT provisions the infrastructure for data mining activities and provides access to common or sanctioned data sources as database connections, data feeds, or reports. IT also
provisions line-of-business applications with embedded data mining, but there is little IT involvement in building data mining models or performing predictive analysis. Data
mining analysts use statistical and data mining software to analyze business data and build models to enable future decisions, predict trends, and find correlations in business
attributes using a limited set of data mining algorithms and limited data volumes. IT builds an enterprise data warehouse and semantic model (online analytical processing cube)
along with the supporting extract, transform, and load (ETL) packages; data-cleansing tools; support to multiple languages; and master data management systems.
High Availability: Systems can handle highly tuned workloads with quantified service-level agreements (SLAs) and real-time query performance to achieve and maintain high
levels of data availability and business continuity, with advanced restoration capabilities across the enterprise.
Business-to-Business Integration: All core business processes are automated and extended beyond the firewall, with workflows that include management and monitoring of
end-user tasks and mission-critical events.
Software Quality: Adaptive methodologies and emergent design approaches are used to facilitate integrating designs with the development process.
Phase 3
PHASE
DEFINITION
B
S
R
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
D
Data Center Mgt &
Virtualization
Data Center Server Security
Services
Networking
Core IO
Storage
Client
Services
System Center Data Protection Manager 2010/2012; Windows Storage Server 2008/2008 R2; Windows Server 2008/2008 R2; System Center Virtual Machine Manager 2008
R2/2012; System Center Service Manager 2010/2012; Windows 7
Client Mgt &
Virtualization
Client Security
Identity & Access
Identity
& Security
Services Information Protection &
Control
IT Process & Compliance
Collab
Forefront Threat Management Gateway 2010; Forefront Endpoint Protection 2010/2012; Forefront Unified Access Gateway 2010; Forefront Security for SharePoint; Internet
Security and Acceleration Server 2006; Forefront Security for Exchange Server; Windows Server 2008/2008 R2 (Windows Firewall with Advanced Security); Forefront Protection
2010 for Exchange Server; Intelligent Application Gateway 2007; Forefront Security for Office Communications Server; Forefront Protection 2010 for SharePoint
Forefront Threat Management Gateway 2010; Forefront Endpoint Protection 2010/2012; Windows Phone 7; Windows Mobile 6.1/6.5; Windows Server 2008/2008 R2; Windows
7; Internet Security and Acceleration Server 2006; Windows Vista
Identity Lifecycle Manager 2007; Windows Azure Platform; Windows Server 2008/2008 R2; Hyper-V Server 2008/2008 R2; Windows 7; Forefront Identity Manager 2010
System Center Operations Manager 2007 R2/2012; Forefront Endpoint Protection 2010/2012; Forefront Identity Manager 2010; System Center Service Manager 2010/2012;
Forefront Unified Access Gateway 2010; Opalis; Identity Lifecycle Manager 2007; Windows Server 2008/2008 R2; Forefront Protection 2010 for Exchange Server; Intelligent
Application Gateway 2007; Forefront Security for Exchange Server; System Center Orchestrator 2012; Internet Security and Acceleration Server 2006; Forefront Threat
Management Gateway 2010; System Center Configuration Manager 2007 R3/2012
Forefront Endpoint Protection 2010/2012; Microsoft Operations Framework 4.0; System Center Service Manager 2010/2012; System Center Operations Manager 2007 R2/2012;
Hyper-V Server 2008/2008 R2; System Center Data Protection Manager 2010/2012; Forefront Threat Management Gateway 2010; Internet Security and Acceleration Server
2006; Opalis; System Center Configuration Manager 2007 R3/2012; System Center Orchestrator 2012; System Center Virtual Machine Manager 2008 R2/2012; Windows Server
2008/2008 R2
Workspaces
SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Designer 2010; Office SharePoint Designer 2007; Office Groove 2007; Office 2007; Office 2010 (including
SharePoint Workspace 2010); SharePoint Online
Portals
SharePoint Online; SharePoint Server 2010; Office SharePoint Server 2007; Office 2007/2010; SharePoint Designer 2010; Office SharePoint Designer 2007
Social Computing
Project Mgt
UC
Messaging
Windows Phone 7; Outlook Mobile 2010; Exchange Online; Forefront Protection 2010 for Exchange Server; Exchange Hosted Filtering; System Center Mobile Device Manager
2008; Outlook 2010; Office Outlook 2007; Exchange Server 2007/2010; Exchange Hosted Encryption; Exchange Hosted Archive; Microsoft Forefront Server Security Management
Console; Forefront Security for Exchange Server; Windows Mobile 6.1/6.5; Office Mobile 2010; Office Outlook Web Access
IM/Presence
Office Communications Server 2007 R2; Lync Server 2010; Office Communicator 2007 R2; Lync 2010; Forefront Security for Office Communications Server; Office Communicator
Mobile 2007 R2; Office Communicator Web Access 2007 R2; Office Communications Online; Lync Online
Conferencing
BPIO
Voice
Office Communications Server 2007 R2; Lync Server 2010; Office Communicator 2007 R2; Lync 2010; Office Communications Online; Lync Online; Exchange Server 2007/2010;
Outlook 2010; Office Outlook 2007; Exchange Online; Windows Phone 7; Windows Mobile 6.1/6.5
Information Mgt
ECM
Process Efficiency
SharePoint Server 2010; Office SharePoint Server 2007; Office 2007/2010; SharePoint Online; Visio 2010; SharePoint Designer 2010; Office SharePoint Designer 2007
Compliance
Information Access
Enterprise
Interactive Experience &
Search
Navigation
Dashboards
Office 2007/2010; SharePoint Server 2010; Office SharePoint Server 2007; Microsoft FAST™ Search Server 2010 for SharePoint
SharePoint Online; SharePoint Server 2010; Office SharePoint Server 2007; FAST Search Server 2010 for SharePoint; Windows 7; Windows Vista
SharePoint Server 2010; Office SharePoint Server 2007; SharePoint Online; SQL Server 2008/2008 R2; Visio 2010; Office Visio 2007; Office 2007/2010
Reporting Analytics & Data Mining
& Analysis
Report Generation &
Distribution
Authoring
Content Multi-Device Support
Creation User Accessibility
Interoperability
Office Visio 2007; Office 2007/2010; Office SharePoint Server 2007; SharePoint Server 2010; SQL Server 2008/2008 R2; Visio 2010
Database Dependencies
SQL Server 2008/2008 R2
Integration Dependencies
BizTalk Server 2009/2010; Visual Studio Team System 2008/2010
Development Dependencies
Visual Studio Team System 2008/2010; Expression Studio 3/4; Silverlight 4/5
Phase 3
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Category Products
Business Driver
KNOW YOUR CUSTOMER (360DEGREE VIEW OF CUSTOMER
DATA)
OPTIMIZE SALES CYCLE
Category Product
Dynamics CRM 4.0/2011: Create a single view of each customer based on every piece of information that is
collected; deliver pertinent customer information to end users according to their job roles
Dynamics CRM 4.0/2011: Deliver pertinent customer information to end users according to their job roles
SELL BETTER TOGETHER (BREAK
DOWN INFORMATION SILOS
WITH ANYTIME/ANYWHERE
ACCESS)
Dynamics CRM 4.0/2011: Create a single view of each customer based on every piece of information that is
collected
BETTER DECISION MAKING
(IMPROVE DECISION MAKING
THROUGH SALES INSIGHT)
Dynamics CRM 4.0/2011: Create a single view of each customer based on every piece of information that is
collected
Phase 3
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Phase 3
PHASE
DEFINITION
MAPPING
TECHNOLOGIES
CONCEPTUAL
ARCHITECTURE
LOGICAL
ARCHITECTURE
Agenda
Recap Discussions to Date
Solution Guidance
• Phase 1
• Phase 2
• Phase 3
Customize 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
Identity
Client
& Security Services
Svcs
Core IO
Data Center
Services
Example Solution Area: Phase 2
Data Center Mgt &
Virtualization
Server Security
Networking
Collab
UC
ECM
Enterprise
Search
Reporting
& Analysis
R
D
A defined set of core standard images exists. There is a defined, end-to-end server deployment process that includes application compatibility testing.


Protection for select applications (such as e-mail) is centrally managed. Remote access is secure, standardized, and available to end users across the organization.
Zone creation and record updates are automatic to support directory services. Dynamic Host Configuration Protocol servers are aware of sub-networks.

Storage is managed on server clusters or shared storage arrays. Transparent failover occurs if a storage node fails, with no interruption in availability.
Client Mgt &
Virtualization

The majority of the installed client base has a combination of current and recently released operating systems. A centralized store of user profiles supports the ability to apply
policies.
Client Security

All users are deployed as standard users, and users who require administrative access are given secondary accounts. Users are restricted from running applications that are
considered harmful to the environment. Disk-level encryption is in place across all desktop systems and laptops.
Identity & Access
Federation and trust are set manually per instance for select applications or systems across boundaries. Password policies are set within the directory service to enable lifecycle management.
?
Information Protection &
Control
Data classification is contextual at select points and for select protocols in the network, and complements classification by end users. Data classification is both contextual and
driven by end-users as data is created and used.
?
Individual business units align with the IT service portfolio. IT service costs, returns, capacity, availability, continuity, and integrity are reported. IT policies are documented for
each IT service.

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. Team members can simultaneously author, edit, and review content.
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 and
role. Users get targeted information based on their profiles and roles in the organization.
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.
Social feedback is generally limited to comments in e-mail, forums, or within individual documents.
Project Mgt
?
Teams plan, track, and share tasks in lists by using collaboration tools. Multiple baselines exist. Portfolios are analyzed in graphical views that include status, resource
allocations, and financial details.
Messaging
?
The e-mail platform supports message encryption (S/MIME) to enable digital signatures. IT manages mailbox provisioning by using a single directory.
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. Multiple-party IM is managed by the enterprise.
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

Call routing within an organization is based on identity and online presence. Server pools that are split across data centers or replicated provide resilience to data centers
when disaster occurs.
Information Mgt

Metadata includes social tags. Search indexing automates promotion of metadata to business applications and processes. Web content is dynamically presented to visitors
based on real-time behavior analysis. Web sites are integrated with line-of-business systems to manage and deliver content in both locations.
Process Efficiency

All data from forms is captured and validated electronically. Paper-based content is scanned and key data is extracted by using character-recognition technology. Business
processes are automated by using workflows and visual design tools.
Compliance
Content Creation
S

Storage
IT Process
& Compliance
BPIO
B
Policy definition occurs at the content repository level and covers retention and disposition of all types of content, including e-mail. Reporting occurs manually. Content is
stored in a well-managed repository and disposition rules are appropriately applied.

Information Access
Interactive Experience &
Navigation
Dashboards
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. A single platform provides an organization-wide search experience.


There is a single way to access all information, structured or unstructured, across the organization. Search-driven portals and applications provide content targets based on
user context and interests.
Users can search for reports and related unstructured documents, and they have access to data through connections managed by IT. Diagrams are linked to data and shared as
static Web pages or in PDF.

Analytics & Data Mining

In addition to the IT-provisioned infrastructure for data mining activities, support by data mining analysts, and self-service capabilities for end users, is a powerful data mining
workbench.
Report Generation &
Distribution

IT manages reporting components and shared data sets to provide a highly interactive library and reporting environment in which end users can modify or edit source
content, change the display, sort, apply filters, and customize reports after they’re generated.
Authoring

Content is efficiently reused without loss of context across applications that have different purposes. Templates are centrally manageable. Ideas, notes, and research gathered
across Web productivity tools and conversations are easy to find and share.
Multi-Device Support

Application user interfaces are customizable at the user and organizational levels for optimal flexibility in user experience and IT control. Documents can be viewed and edited
through optimized modes (such as PC, phone, or browser) without significant formatting or data loss.
User Accessibility

A broad ecosystem of third-party extensions further reduces usability challenges for people who require various accessibility accommodations. Solutions are developed to
support process-led checks of user-created content and sites before publication
Interoperability

Content is actively exchanged with and transformed by line-of-business systems through extensible markup language (XML)-based formats.
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.
Networking helps
manage the
network and
related
configurations to
ensure optimal
utilization of
network resources
and business
continuity.
Agenda
Recap Discussions to Date
Solution Guidance
• Phase 1
• Phase 2
• Phase 3
Customize the Capability Requirements
Next Steps
Engagement Approach
Business strategy
Solution areas
Industry
Horizontal
Architects
IT pro/dev
executives
IT
executives
Business
executives
Audience
1. Understand business needs and priorities
2. Discuss range of potential solution capabilities
1. Present relevant integrated capabilities
2. Position the Integrated Enterprise Platform
approach
Integrated Capability Analysis => Projects, architecture, products
Solution road map
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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.