LatAm MOF Readiness Plan - BP ID 999

Summary

Regional MOF Readiness plan aiming to reach the highest number of MCS, PSS and Partner professionals, making them MOF and ITIL experts in the short term.

Background

The growing of the competitive pressure against Microsoft forces the company to find new strategies that allows the protection of our platform on one side and to step into market segments or companies not yet covered by MS Technology.On both situations we feel a lot the competitive pressure and the Mainframe/IBM and UNIX customers still believing that MS is not a serious player for mission critical applications/environments. This is where MOF (Microsoft Operations Framework) comes to make the difference for Microsoft on the market.The issue now is to make MOF available throughout the hands and brains of experts around the region. We will need trainers and practitioners, within our Services Organizations and inside our Partners to move fast and take the model to the IT space.

Objectives

Revenue opportunity for Microsoft ServicesFaster integration between MCS and PSSIncrease Partner Satisfaction offering them a whole new model to address the IT Operations issues common on MS based environmentsIncrease Customer Satisfaction providing them a whole set of guides, solutions offerings and services to increase their operations environment operability, stability and predictabilityTrain and certify a comprehensive number of IT Operations experts around the regionIncrease Services revenue by delivering MOF classes

Solution

Team Set upExecutive SponsorshipPartnership with Product TeamCreate awareness on the fieldEnvision and Plan + Detailed RoadmapGet the plan approved and submit to the fieldRoadshow madnessCertification madnessSupport chosen cases/opportunities on siteSupport other cases/opportunities remotelyReview PlanAssess resultsSupport local implementationsOn demand support/ Communications support

Results

Reaching the IT Operations environment as a single Organization (Microsoft Services) covering the complete IT cycle the market sees Microsoft as a serious player offering a complete set of solutions, services, backed up by guides and market standards.Mission Critical customers do not need to move to a competitor platform to have their environment effective, predictable and stable: starting from a MOF Based Operations Assessment and going thru other Services Offerings with our expert professionals and partners we started a new age in the relationship with our customers.An agressive training and certification plan, using time plus knowledge to make the plan available and reach the field is the key process to the former.

Success Measurements

Number of trained professionals: more than 100 around LatAm in the first 6 monthsNumber of ITIL Certified: more than 60 around LatAm in the first 6 monthsNumber of Certified Trainers: around 10Number of success cases and engagements: 12 in the first 6 monthsNumber of new Services Offerings based on MOF/ITIL: 3 (Datacenters, Ops.Assessment, Gap Analysis)Increased Services Revenue: around 3% total in the first 6 monthsCustomer Loyalty and SatisfactionPartner Satisfaction

Resources

Dedicated Regional Team (availability to travel to all geographies)ITIL RoadshowMOF RoadshowITIL CertificationMOF Trainer and Practitioner Events

Key Lessons

The establishment of an independent regional team with experts (technical, marketing and learning) is key to make an initiative like this successfulClear and direct link with the MOF Product Team in Redmond, without them to validate and support our plans it is not possible to move forwardClear communication links with the fieldLocal contacts/champions to minimize communications overhead and to allow local specific focusRegional team ready to move forward letting local teams to take ownership as soon as they feel comfortable and independent enough