Turn Your Rollout Lemons into Lemonade

Transcription

1 Turn Your Rollout Lemons into Lemonade

2 Photo by MyLifeThroughPhotography - Creative Commons Attribution-NonCommercial-ShareAlike License Created with Haiku Deck

3 Photo by NormLanier - Creative Commons Attribution-NonCommercial License Created with Haiku Deck

4 Presenters: Jaime Artis Director Client Service, K&L Gates Brianna Leung Director of Strategic Marketing & Consulting, Traveling Coaches Inc. Rebecca Sattin Information Systems Manager, Mitchell Silberberg & Knupp LLP Yvonne Willis Director of Enterprise Applications, Pillsbury Winthrop Shaw Pittman LLP Thank you for being here today August 21, 2014

5 Upgrading Everything But the Kitchen Sink Presented by Jaime Artemis

6 The Recipe Ingredients Upgrade Network and Server Infrastructure Desktop Operating System Software 4,400 people A few vendors 44 Offices (US, South America, EU, Middle East, and Asia) Directions In large law firm, combine ingredients above. Add Change Management with equal parts Project Management. Stir for 10 months. Season to taste.

7 Goals not met To gather all requirements upfront. To fully QA We knew something was wrong when The project wasn t getting the traction we needed in the time we needed it to. We were fixing as we were going and repeating our mistakes

8 More Water? More Sugar? Training Marketing Process changes Troubleshooting Replace or fix technology Photo by AJC1 - Creative Commons Attribution-NonCommercial-ShareAlike License Created with Haiku Deck

9 Lemons Learned We did not anticipate The learning curve for brilliant technologists coming into a law firm. Resistance to change as we experienced it. We need more Resources/$ Time Process If we had to do it again Follow strict project management going forward. Stay current!

10 Ready? Or Not. Presented by Rebecca Sattin

11 The Recipe Ingredients Pilot test XenDesktop VDI solution Technology Committee members from 2-3 offices IT department users 3 months in 2010 Directions For MSK project, gather ingredients above. Add one dedicated IT engineer and be sure individual VDIs are assigned to each person. Put aside old desktop hardware and use as directed.

12 Goals not met VDIs were sometimes unavailable Consistent solution was not provided remotely Internet browsing was problematic Things went sour when Pilot testers unable to log in Deployed patches did not fix issues There was loss of productivity Testers lost confidence in VDI technology Photo by frotzed2 - Creative Commons Attribution-ShareAlike License Created with Haiku Deck

13 LA users were migrated back to standard desktops. DC testers returned to the Citrix XenApp desktop. Project was tabled.

14 Replace or fix technology Web browsing is critical to our practice areas Revisited the technology when it was more mature Initial testing in 2014 was solely with IT users No testing outside IT until high availability ensured IT developed increased understanding of interaction between HDX and Flash

15 Lemons Learned What we didn t anticipate Users dependence on web browsing Resistance to change as we experienced it What was missing Not enough (or the right) people were involved from IT HDX technology was not as mature What we did differently the second time around More thoroughly define requirements Test longer in IT before recruiting attorneys a pilot testers Develop and test VDI pools before rolling out to attorneys

16 Screech Heard Around the Firm Presented by Yvonne Willis

17 Ahh summer. Time for lemonade! The Perfect Plan Deploy 2100 phones in a month period. Give users ability to use unified messaging to retrieve mail from virtually anywhere Offer a very cool alternative to costly services like WebEx Introduce the option to dial from your own number from laptop or PC

18 Shake It Up Initial deployment Successful pilot Classes highly attended even by attorneys Most users supported the new hardware Smooth cutover Support teams armed and ready!

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20 Ruh-Roh! What IS that sound??? Screeching to a halt! Conference bridge drops participants? Unified messaging not working properly? Downtimes? We can t make calls? And, what is that terrible sound?

21 Can we get better lemons??? Stop what you re doing! Don t fall for the pitch Halt the deployment Work closely with vendor to fix issues Stay in touch with our converted users Define new strategy

22 Reopening the Lemonade Stand! New communications plan Include survey to the user Build user confidence New Rollout Plan The changes How we used the lemons learned to improve training strategy

23 Making Change Presented by Brianna Leung

24 Photo by Rochelle, just rochelle - Creative Commons Attribution License Created with Haiku Deck

25 One step forward, two steps back. Photo by Lachlan Hardy - Creative Commons Attribution License Created with Haiku Deck

26 Photo by stevendepolo

27 THE PLANS Sponsorship Plan Needs Analysis Plan Communication Plan Training Plan Support Plan Reinforcement Plan Photo by Wolfram Burner

28 New Rules Apply Photo by jovike - Creative Commons Attribution-NonCommercial License Created with Haiku Deck

29 Getting past the sour taste Photo by frotzed2 - Creative Commons Attribution-ShareAlike License Created with Haiku Deck

30 If starting late Photo by W Mustafeez - Creative Commons Attribution License Created with Haiku Deck

31 Growing change competency Photo by ** RCB ** - Creative Commons Attribution License Created with Haiku Deck

32 Questions We ll now open it up for questions

33 Thank You