Success by Design

Engagement Model and Project Governance

FastTrack Engagement Model

Success by Design Participants

Success by Design Architect

FastTrack

Architect

Customer

Implementation

Team

FastTrack (>$300K projects) FastTrack ($100K - $300K projects)

Success by Design Participants

Success by Design Architect

Partner

Implementation

Team

Partner

Architect

FastTrack

Architect

Customer

Implementation

Team

Partner

Implementation

Team

Partner

Architect

FastTrack

Program Managers

Milestones and Touchpoints

Project Phases• Every project phase is important

• The FastTrack team can help in providing guidance on different architecture challenges

Workshops

• The FastTrack workshops will consolidate the different topics in a structured manner to help

partner agree with the customer the best way forward

• The workshops were designed to include all the relevant topics and common pitfall, providing

the key directions and guiding lines for success

Reviews• The reviews will create the level of comfort for all the stakeholders towards a successful

Implementation

• Finding a repeatable way to run these reviews will improve the quality of the delivery

Collaboration with FastTrack

Discussions• Bring all relevant technical and functional design topics to discussion

• The FastTrack Partner Program Manager (PPM) or Solution Architect (SA) will provide the

best guidance possible

Documentation

• Good documentation helps collaboration, to better understand the solution and

implementation approach

• The right level of documentation in the right format, will help promote an understanding of

the solution and implementation approach, to stakeholders and team members across the

project

Risks• Risks identified based on upcoming changes (e.g. architecture, scope, timeline, people, etc.)

• Share them with the FastTrack PPM or SA – FastTrack will review them and provide inputs on

mitigation strategy

Collaborate• Discuss all the above with the FastTrack PPM or SA

• Always keep the collaboration channel open – The FastTrack team is not an auditor – is an

extended project team member that will help you and the customer

Working with FastTrack

Working with FastTrack

Methodology

agnostic

FastTrack engages

throughout the

implementation

Engage before start

of build

Not impacted by

the duration of

the project

Sample FastTrack Engagement Plan (6 project months cycle)

I Implementation Workshop

Monthly Project(s) sync-up – 30 minutes remote call

FastTrack Engagement Training (Regional)

Solution Blueprint Workshop

Partner Project kick-off – 30 minutes remote call

Go-Live Readiness Workshop

Solution Blueprint Outcome Review – Remote 45 minutes call with partner project team

GW Go-Live Readiness Outcome Review – Remote 45 minutes call with partner project team

I

I

I Implementation Workshops – Self guided (assistance from FastTrack on an as needed basis)

$300K+

$100K – $300K

Graduation / Disengagement

I I I I

I I I I I

Customer Project kick-off – 30 minutes remote call

GW

C

C Customer Project kick-off – 30 minutes remote call (as needed basis)

FT

4-hour virtual training FastTrack-led

adopted understands and adopts

Audience

FastTrack Success by Design Training

knowledge

check

K

30mins Teams call conducted at project start Partner-led

$100K – $300K ONLY

Audience:

Partner Project Kick-off

key stakeholders

Outcome of the call

M

30mins Teams call FastTrack-led

Audience:

Monthly Project(s) Sync Up

Outcome of the call

$100,000 - $300,000 engagement model

Customer

• Provide pre-requisite materials.

• Collaborate with partner architect to schedule Success by Design (SbD) workshops.

• Participate in the review of SbD outcome Findings & Recommendations (F&R) with partner and

FastTrack.

Partner

• Schedules and conducts SbD workshops; collaborate with FT PM post workshop to preprocess

the pre-requisite material to review with FT SA.

• Participate in outcome review of F&R lead by FT SA, discuss gaps and prepare for customer

review.

• Track risks, issues and mitigation plans as discussed in F&R outcome review.

• Support mitigation of risks identified during the reviews, as per customer / partner agreements.

• Schedule and present SbD workshop F&R outcome review meetings with customer.

FastTrack

• FT PM to assist partner to draft F&R using the implementation portal.

• FT SA leads review of F&R with partner project team, discuss open issues and identify

resolutions, if there is gaps on resolution, this will be presented in the customer review.

• FT SA participates in the partner SbD workshop F&R outcome review meetings with customer

and acknowledge the findings and resolution plan.

Solution Blueprint Outcome Review

Go-Live Readiness Outcome Review

$300,000+ engagement model

Customer• Provide pre-requisite materials

• Collaborate with FastTrack architect to schedule SbD workshops.

• Participate in the SbD workshop review of Findings & Recommendations (F&R)

Partner

• Participate in the SbD workshops and collaborate with FastTrack architect on preprocessing the

pre-requisite material

• Support the mitigation of risks identified during the reviews, as per customer / partner

agreements.

FastTrack

• Facilitate SbD workshops and preprocess the pre-requisite material ahead of the workshop

from customer and partner

• Track risks and issues along with mitigations and resolutions performed by the implementation

team

• FT SA leads review of F&R with partner project team, discuss open issues and identify

resolutions, if there is gaps on resolution, this will be presented in the customer review.

• FT SA leads and presents the SbD workshop F&R meetings with customer.

Solution Blueprint Workshop

GW

Go-Live Readiness Workshop

Implementation Workshops

> $300,000$100,000 - $300,000

CUSTOMER

PARTNER

FASTTRACK

Conducted as applicable Partner-led Conducted as applicable FastTrack-led

II

• Provide pre-requisite materials

• Collaborate with partner architect to schedule

implementation review workshops as applicable.

• Participate in the review of Findings & Recommendations

(F&R)

• Partner architect conduct implement review workshop and

preprocess the pre-requisite material

• Track risks, issues and mitigation plans as discussed in F&R

• Support the mitigation of risks identified during the reviews,

as per customer / partner agreements.

• FT PM to assist partner to draft F&R using the portal.

• FT SA to review F&R and to provide feedback on mitigation

plans if applicable

• Provide pre-requisite materials

• Collaborate with FastTrack architect to schedule

implementation review workshops as applicable.

• Participate in the review of Findings & Recommendations

(F&R)

• Participate the implementation review workshop and

collaborate with FastTrack architect on populating the pre-

requisite material

• Support the mitigation of risks identified during the reviews,

as per customer / partner agreements.

• Facilitate implementation reviews and preprocess the pre-

requisite material ahead of the workshop

• Present F&R to the implementation team

• Track risks and issues along with mitigations and resolutions

performed by the implementation team

Processes

Project Onboarding

Nomination

All customer projects

must go through

nomination process

aka.ms/ftnomportal

Validation

Once customer

eligibility and partner

qualification is

validated, notification

sent to nominator

Kick-off

FastTrack Solution

Architect contacts

partner team to

schedule for project

kick off

Project Starts

Kick-off

FastTrack Program

Manager contacts

partner team to

schedule for project

kick off

Portal Onboarding

Partner will receive

access the projects in

the FastTrack for

Dynamics 365

implementation portal

Project Starts

$300K+

$100K – $300K

Escalation

FastTrack PM or SA

* CSS = Customer Service and Support

Executive Escalation

As needed during major escalations Partner-led

Support ticket

executive

summary

Audience:

Ad hoc Escalation Meeting

partner and customer executives

Outcome of the call

Disengagement Process

FastTrack team will disengage from the customer implementation

4 weeks after Go-live or earlier if system is stable. The FastTrack

team will continue to provide assistance any issues during the

week in addition to the normal support channels as required

Once disengaged, all escalations must be routed through

support. FastTrack will no longer support escalations

Customer to be onboarded as a reference customer for the

program

•

•

••

•

•

•

•

•

•

•

•

•

•

••

•

•

•

•

•

•

Depending on project scope and implementation methodology, the below represents a common division of responsibilities

between the customer and the partner:

Alignment with other groups at MicrosoftFastTrack complements existing functions while accelerating time to usage, at scale

• FT provides deep functional &

technical engagement during the

“implementation phase”

• CSMs engage BDMs during

implementation to align customer

success to business outcomes

• CSMs own and drive post deployment

usage & expansion

• CSMs provide Adoption & change

management guidance

• Dynamics Support is the channel to

log bugs and support cases

• FT is designed to provide solution

architectural guidance & support

• Customers & partners must still

leverage support for product issues

& concerns

• FT may in cases help accelerate

resolution of cases

• OCP owns partner readiness and

enablement.

• The managed partners have an

assigned Partner Development

Manager(PDM) and Partner

Technology Strategist (PTS)

• For capacity and capability building,

the OCP needs to be engaged

CSS Customer Success Managers One Commercial PartnerCustomer Engineers

Recommended premier offerings

such as the following where executed

by Microsoft Customer Engineers:

• Code Review

• Detailed code and

architecture review

• Performance testing

Best Practices

When to ask FastTrack SA for Support?

Review all relevant documentation and resources

Online search and resources, MS Learn, Techtalks

Leverage internal community, resources within your organization

Create support request (ticket)1. Allow time for support to follow-up

2. If the issue impacts project timeline, let FastTrack SA know ticket #

What to Ask FastTrack SA - examples

We saw on the roadmap a feature that looks like it will meet our requirements, but the

timing may not align with our implementation. Can you help validate our requirements and

proposed design, against this roadmap feature?

We have raised a support ticket for an issue that is having a critical impact to the project.

Can you help ensure the right progress is made to minimize impact?

You provided feedback about a specific best practice we should follow, but we are finding it

difficult to implement in our situation, can we discuss?

We are having a specific challenge on the project and would like to get FastTrack’s help and

feedback – have you seen this with other customers?

For our CE data migration, can you please provide telemetry data during our testing?

What NOT to Ask FastTrack SA?

I don’t know how to configure data export service to

SQL or data lake, can you help me?

I have a ticket open with support that is a bug or

non-critical impact to project timeline, can you

escalate?

I have not researched but this Power Automate Flow

is not doing what I want it to do, I am getting an

error, can you tell me what this error means?

How to configure entities or new features. (ie. How

do I use the maker configuration portal?)

What license do I need for this scenario?

© Copyright Microsoft Corporation. All rights reserved.

Thank you!