Deployment Planning Workshop

Project Management
July 2012

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Agenda

Deployment Overview

Project Management

Technical Configuration

Change Management

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Deployment Overview
● Objectives & Outcomes
● Deployment Planning Process
● Workstreams

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Objectives and Outcomes

Objectives

● Present Key Decisions and Options

● Share Google Recommendations

Outcomes

● Document Key Decisions in Deployment Blueprint

● Agreed Statement of Work

Target Audience

● Project Sponsor
● Project Manager (partner and customer)
● Change Manager (partner and customer)
● Technical Lead (partner and customer)
● Google Deployment Team

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Deployment Planning Process

Planning a successful Google Apps Deployment involves several key steps

1 2 3 4 5
Deployment Deployment Review
Partner Project
Strategy Planning Partner Deploy
Selection Kickoff
Workshop Workshop SOW

2-hour session to determine key deployment decisions and high-level project

1 Deployment Strategy Workshop
scope, to use for an approximation estimate & ROI analysis.

2 Partner Selection Review potential partners to jump-start deployment activities.

3 Deployment Planning Workshop 1-day workshop to confirm decision points and finalize scope.

Session to review the SOW with the customer and partner to identify any gaps
4 Review Partner SOW
or potential pitfalls prior to contract execution.

Targeted session(s) to kickoff primary workstreams -- project management,

5 Project Kickoff
technical configuration, and change management.

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Workstreams

Most Google Apps deployments follow a general rule for level of effort
for each workstream
Change Management
● Reduce organizational switching cost
● Ensure users are fully leveraging
product capabilities
● Provide appropriate training &
support materials
● Develop a positive buzz
Change
40% Management Project Management*
● Keep project on track
30% Project ● Organize resources
Management* ● Ensure stakeholder alignment
● Manage Go-Lives
Technical
30% Configuration Technical Configuration
● Ensure users have best possible
experience
● Identify integration points
● Enable early troubleshooting of
technical challenges

*A substantial part of the effort related to Project Management ~10% consists

of Go-Live Management

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Project Management
● Deployment Scope
● Project Governance

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Introduction

Project Management highlights proven principles, techniques, and

methods used to successfully steer and execute a Google Apps
deployment

This workstream includes

● Deployment Scope

● Project Governance

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Deployment Scope
● Core Focus
● Roll-out Approach
● Deployment Timeline
● Keys to Success
● Summary

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Core Focus

Which suite of apps will be the focus of your deployment?

Gmail Talk Calendar Drive Sites Groups

Messaging Collaboration

Message Message
Vault
Security Encryption

Security Compliance

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Core Focus

Decide what rollout model best fits with your organization

General Models Factors to Consider

● Need
● Messaging only
What is the driver?
Gmail, Talk, Calendar, Contacts
(Legacy EOL, collaboration needs, etc.)

● Collaboration only ● Velocity

Drive, Sites, Groups How quickly do you want to deploy?
(3 months vs. 18 months)

● Messaging and Collaboration ● Impact

Operational vs. Organic
(Managed vs. opt-in, silent, etc.)
● Single application
(e.g., Drive)
● Investment
Concentrated vs. Incremental

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Rollout Approach

Core IT Early Global

Adoption Adopters Go-Live

The “3-Phased” migration approach is a proven method

recommended by Google's Deployment Team

Phase Objective

● Confirm technical design

Core IT ● Identify integration points
Adoption ● Become familiar with tools and functionality

● Validate migration approach

Early ● Gather user feedback to enable customized user training and communication
Adopters ● Enable Google Guides

● Bring the entire organization on the same system

Global ● Uses Gmail, Calendar, Contacts and Chat on Day One
Go-Live ● Begin adoption of other tools (Sites, Docs, etc.) post-go-live

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Three Phased Benefits

Visualization of the 3-phased approach

Benefits
# users migrated
● Reduces coexistence pain GO LIVE
# support calls /
● Lowers cost # users migrated
● Mitigates risk
● Sunset old system faster
● Creates organic buzz, momentum and excitement

# users migrated
● Fewer overall support tickets
● Focuses IT resources on the end state solution
● Enables effective use of collaboration

Early
Adopters
Core IT
Watchpoints
● Change management is critical
● Requires focused planning and communication
● Clearly defined data migration strategy is vital Time

Coexistence
Data Migration
Training

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Rollout Approach Comparison

Using an n-Phased approach has some major disadvantages to the 3-

phased approach
● Longer timeline
● More hours spent training, communicating, coordinating
● Lose momentum and buzz
● Extended coexistence phase introduces user confusion and increased support

3-Phased n-Phased
GO LIVE
Phase 1 GO LIVE
Phase n
GO LIVE

# users migrated
# users migrated

Phase 2

GO LIVE
Phase 1

Early Early
Core Adopters Core Adopters
IT IT

Time Time

Coexistence Coexistence
Data Migration Data Migration
Training Training

# support calls /
# users migrated # users migrated

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Deployment Timeline

What business and technical drivers will impact your rollout timeline?

Business
● Upcoming license / support contract
renewals
● Availability of project team and business
representatives
● Black-out periods for go-live (e.g. end of
fiscal year)
● Critical functionality needed by the business
Technical
● Dependency with other IT go-lives (e.g. SSO
implementation, directory consolidation, etc.)
● Potential systems integration points
● Coexistence investment

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Typical Project Plan

A typical Google Apps Deployment lasts between 90 and 120 days

Month 1 Month 2 Month 3

Important Note: this example timeframe assumes a partner is involved and the client team is fully staffed

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Keys to Success

Short term

Workstreams: Define the PM, Tech, CM activities required for the deployment

Timelines: Establish an aggressive but realistic timeframe to execute deployment activities

Effort: Create effort-based estimate ranges for partner deployment activities

Medium Term

● Review plan and identified activities with partners

● Validate partner effort estimates using actual project data
● Create effort-based estimate ranges for customer deployment activities
● Feedback loop to constantly validate estimates and assumptions

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Summary of Best Practices

● Three-phased approach

● Deploy messaging and collaboration together; embrace collaboration

● Deploy quickly: 3 months is recommended

● Concentrate investments rather than making them incremental

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Summary of Decisions

● What is the core focus (messaging/collaboration)?

● What is the timeline?

● How many phases?

● How will success be measured?

Record your decisions in your project blueprint

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Project Governance
● Teaming
● Project Structure
● Sponsorship
● Deployment Predictability
● Lessons Learned
● Resources
● Summary

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Teaming

Every deployment requires a Google Apps partner

Partner Customer

Partner manages the Owns project oversight,

project, drives supports technical work
technical work and and recruit Google
executes change Guides to assist with
management change management

Google provides deployment guidance

subject matter expertise and deployment
best practices

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Project Structure

Google Google
Deployment Project Team
Support Support
Project
Sponsor

Customer Partner Google

Project Project Deploymen
Manager Manager t Manager

Google
Deployment
Engineer
Partner Customer Customer Partner
Technical Technical Change Change
Lead Lead Lead Lead
Google
Support

Accessed via
customer support
portal using
tickets. Also
telephone support
using customer Training
support pin in Tech Message Other Tech Communications
Workstrea
Apps CPanel. Arch Forwarding Components Workstream
m

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Strong Sponsorship

Single Executive Project Sponsor or Steering Committee?

Strong Project Sponsorship is Critical

Project
● Provides overall direction and vision Sponsor
● Provides escalation channel for key decisions
● Ensure alignment between business needs and project
deliverables

Responsibility
Customer
● Meets regularly with project management to review status Partner Project
Project
Manager
updates Manager
● Regular reviews of high priority risks and issues
● Ensures correct messages delivered to business and C-level
executives

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Teaming

Deployment partner owns and drives the project plan

● Provides task clarity and compliance across subteams

● Ensures cooperation and rigor on in-flight changes
● Follows Google Apps Deployment Methodology Customer Partner
Project Project
Manager Manager
Client and partner technical team assignments are clear

● Named resources to Google Apps workstreams

● Dedicated and consistent team members Partner Customer Customer Partner
● Clear executive message of priorities Technical Technical Change Change
Lead Lead Lead Lead

Change management is led (or co-led) by partner

● Need strong input from business / marketing group

● Should be tightly aligned with technical implementation

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Summary of recommendations

Our customers attest to the importance of these key tenets

A Three Phase Deployment

"We went with a 'Big Bang' rollout for our users, and it’s been a great success."
- Brady, a global manufacturing company based in the U.S.

Leveraging a premier partner

"We worked with a partner, Revevol, to make the training real-life; all the users were
able to practice on their real accounts."
- UNEO, an insurance company based in France

Trusting users & decreasing barriers to entry

"Leaders knew how to communicate about the change to Google Apps...
that created the right level of executive sponsorship.”
- Ahold, an international retailing group based in the Netherlands

Using 100% where possible

"We left the old world behind."
- MeadwestVaco, a global packaging company based in the U.S.

Investing in Change Management

"Your wins will come from good interaction with your user community."
- Mortgage Choice, a financial services company based in Australia

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Deployment Predictability

To help ensure a smooth deployment of Google Apps, take the following

steps to ensure predictability

● Rigorously adhere to Google Apps Deployment Best Practices

● Become familiar with new product / feature release schedule and organizational impact

● Weigh the benefits of engaging in Trusted Tester programs

● Understand changing timelines for new features

● Follow defined escalation path for issues and differentiate between Deployment Issues
and User Issues

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Lessons Learned

What has happened when customers don't follow Google best practices

Lack of Executive Sponsorship

Stakeholder conflicts can pose challenges and cause tension when different teams and
organizations do not agree on the deployment approach or time frame. It's important to
have a sponsor who can make a final decision when disagreements occur.

Issues with resource availability can cause delays if not addressed quickly, due to the
condensed time frame of most deployments. Having a sponsor who can prioritize and
negotiate resources is a key to project success.

Internal opposition to change can have a negative impact if not addressed head-on, by
someone with clear authority. It is important to have an executive sponsor who is vocal
about why the company is going Google, and embraces the change.

Success Story:
During the pre-work phase we did a lot of work on making sure we had support from the
top and the leaders knew how to communicate the change. We got a key commitment
from Europe and the US at the CIO and CEO and Finance level. That created the right
level of executive sponsorship.
Brian Wanner
Senior Director, Management Development & Training, Ahold USA

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Lessons Learned

What has happened when customers don't follow Google best practices

Internal Ownership of Key Workstreams (PM, Technical, Change Managment)

Projects generally take longer when customers take ownership of one or more work
streams. Even technically savvy resources, or those experienced in Project and Change
Management, have found there is a learning curve to deploying Google Apps.

Customers are more likely to run into issues when they direct one or more project work
streams. Our partners have a history of anticipating and resolving project issues, and
have already developed many strategies and resources that can help when things don't go
as expected.

Success Story:
With help from [a] Google Apps partner... we migrated email from the in-house server,
trained 1,600 users, and got everyone operational within several months.
Jim Lamb
Director of Computer Services, Ebby Halliday Realtors

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New Product Releases

Update feed: alerts you to any changes and additions we make to the product,
with updates announced about once a week. Subscribe here.

Email subscription: you can get the update feed info sent to you in an email
message (up to one message per day). Subscribe here.

Blogs: the following official Google blogs provide useful and timely information
about Google Apps:

● Google Enterprise Blog: Updates and stories about all Google Enterprise
products,including Google Apps for Business
● Google Apps Blog: News and feature announcements.
● Google Apps Updates Blog: For a feed of the latest updates to Google Apps.

Note: in order to subscribe either enable Feedburner in your domain or subscribe

using a personal account

Set your domain on Scheduled Release track

View upcoming releases at whatsnew.googleapps.com!

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Support Resources

There are many resources available to Google Apps admins

Apps Status Dashboard

Real-time system status alerts, production incident reports, RSS feed available

Known Issues
problems Google is aware of and working to fix plus recommended workarounds

Help Center
Instant answers to our most common questions, information organized by
product, guides to common setup & deployment scenarios

Help Forums
Discuss Google Apps with other Admins, Get advice from Power Users

Administrative Assistant Community

Share best practices, learn new tools, build community

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Summary of Best Practices

● Maintain momentum - not a day without progress

● Establish clear accountabilities and stakeholders

● Institute a rigorous process for issue resolution and decision making

(including escalation path)

● Define project team and responsibilities early

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Summary of Decisions

● What sort of governance model will be employed?

● What other concurrent projects are ongoing?

● How are project decisions made?

● Who is / are the project sponsor(s) globally?

● Who will sponsor each country / business unit rollout?

● What resources will be dedicated to the project and in what capacity?

● What role will the Deployment Partner play in the deployment

Record your decisions in your project blueprint

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