SharePoint Fest Denver - The Seven Most Important SharePoint Success Factors

The Seven Most Important
Non Technical
SharePoint Success Factors
@rharbridge
Presented By: Richard Harbridge

Understanding the Non Technical
Is necessary to avoid poor…
 Shared Understanding of Requirements/Needs
 Knowledge around Limitations of the Software
(When to use it/When not to)
 Estimation of Effort and Schedule Accuracy
The Biggest Reasons
SharePoint Projects Fail?

Our Goal Today…
From Here To Here

Understanding the ‘Why’
and Making a Decision

#SharePointFest @RHarbridge
Meet Joe
Hi!

At Joe’s Company…

Decision Makers don’t have
Enough Information

The CFO needs to Reduce Costs

IT Services Struggles to Keep Up

People Are Having Trouble
Finding What They Need
And

So Joe has an Idea!

Since…
Awesome! Not as awesome.

And Everyone in Joe’s Company
uses Microsoft Office…

SharePoint is the Perfect Fit!

Map the needs of the
organization to the right
technology…

Perform in depth product
comparisons and evaluations

Like this
one…
Excerpt of Product Comparison written by Richard Harbridge courtesy of Concept Interactive

This is important as Microsoft
alone has a quite a few…
• Dynamics AX
• Dynamics CRM
• Dynamics GP
• Dynamics NAV
• Dynamics POS
• Dynamics RMS
• Dynamics SL

SharePoint is not a Silver Bullet…
SharePoint is not a Silver Bullet at NothingButSharePoint.com

Foundation
Standard
Enterprise
Even SharePoint has multiple options
2007
2010
Online
On Site

It’s not just a
feature to feature comparison
People
Process
Technology

So Joe does all that good
research and…

SharePoint is a part of his overall
Enterprise Technology Plan

The Outcome
Within the overall enterprise technology
plan SharePoint meets specific business
needs.

What to watch out for…
We have to define our needs carefully if
we want to pick the right technology.

Achieving Buy In and
Setting Expectations

Before we begin…

Let’s Talk About Perceptions

People See Different Things

Perceptions Impact Motivation
• Acceptance
• Curiosity
• Hunger
• Family
• Honour
• Idealism
• Independence
• Order
• Physical Activity
• Power
• Attractiveness
• Saving
• Social Contact
• Status
• Security
• Vengeance

Two Key Groups Must Buy In and
Have The Right Expectations
IT Services Decision Makers

What is the most important thing to
IT Services?

What are some ways we can
convince IT Services?

The Main Point of Implementing SharePoint:
 SharePoint eventually allows Business Users to
develop and implement business solutions that use
technology without IT’s direct involvement.
SharePoint and IT

When I Say “SharePoint Integration”
You Probably Think Of This...
Secondary (But Important) Points:
 SharePoint’s integration with technologies you
already use and it’s extendibility are invaluable.
SharePoint and IT

The Reality:
 IT struggles with supporting another technology.
SharePoint and IT

Information
Search
Collaboration
ManagementControl
Process
InformationInformationInformationInformation
Explain Information Overload

Information
Search
Collaboration
Management
Control
ProcessForms Services
Business
Intelligence
Personalization
Records
Management
Information
Search
Collaboration
ManagementControl
Process
Explain Platform Benefits

What is the most important thing to
Decision Makers?

What are some ways we can
convince Decision Makers?

Add Value (Decision Makers)
The Biggest Point to Share is:
 SharePoint can help achieve business objectives by improving
productivity, reducing waste, and improving visibility to help
drive better decision making.
The Reality:
 Business Objectives are often not specific enough to be
achievable.
 It takes time and investment to reach the point
all managers and executives want.

Prioritize and Plan

Map Solutions to Objectives
Centralize
Knowledge and
Resources
Enhance
Collaboration
Automate and
Improve Business
Processes
Enhance
Governance
Model
Reduce
Redundancy and
Improve Efficiency
Adjust Site
Structure and
Taxonomy
    
Migrate File
Shares
   
Create Dashboards     
Implement
Workflow
Solutions
   
Configure Search
Services
    
Branding    
 Direct Relationship  Indirect Relationship
* Objectives/solutions should be more specific – Example purposes only.

What’s the expectation
we have to set?

SharePoint Solutions (Evolution)
*Super Simplified
Business
Intelligence
Driven
Business
Process Driven
Collaboration
Driven
Information
Driven
Communication Collaboration
Workflow/
Auditing
Reporting
Dashboards

The Outcome
Joe has achieved momentum and buy in.

Joe must carefully manage expectations
and maintain the momentum.

Determining and
Supporting ROI

How do we get here?

 Show expected cost and return over multiple time periods.
 Remember to ‘discount’ values to account for cost of capital
impact and the fact $5 dollars today is worth less than $5 in
the future.
Evaluating With Discounted Cash Flow

Evaluating with Real Options Analysis

Evaluating with Monte Carlo Analysis

This is kind
of boring…
There are different ways of
calculating ROI

There are really only two
ways of using ROI
1. For Prioritization
2. To Improve Return

The Simplest ROI Formula Ever
Estimated Value
Estimated Difficulty
Even I can
do it!

Examples
 I have a difficult requirement. It’s an 8 in difficulty (out of 10).
 I have an easy requirement. It’s a 2 in difficulty (out of 10).
 The expected value of the difficult requirement is 4 (out of 10).
 The expected value of the easy requirement is 6 (out of 10).
Estimated Value
Estimated Difficulty

ROI (traditionally) Measures
Financial Impact

ROI analysis often misses 'non-financial
impact’ or ‘increased potential’
Website/Intranet Visitors
Increased
Connections
User Complaints
Improved Morale Improved Skills
Improved Know-How
Innovation
Better Reputation
Employment Applications
Click-throughs
Comments
Positive Word of Mouth
Negative Word of Mouth
Improved Relationships

Example of
Non-Financial Measurement

IS
Use them.

SharePoint Deployment Planning
Services (SDPS)
https://www.partnersdps.com/Pages/ToolsSupport.aspx

Rapid Economic Justification
Guide
http://www.microsoft.com/business/enterprise/value.mspx

What you don’t want.
Don’t lose perspective.

The Outcome
Joe is measuring effort effectively to
better prioritize or to improve return on
investment.

Fear of bad estimation leading to not
estimating at all. Vaguely right is better
than precisely wrong.

Implementing Successful
Governance

What is Governance?

Without effective governance
organization, performance, and
capability are significantly
reduced.
What does
that mean?

Without Governance

So how do we do it?

Teamwork is Key
There are typically 5 teams for SharePoint Governance:
 Business Strategy Team
 Initiatives/Technical Strategy Team
 Tactical Teams:
 Tactical Operations Team
 Tactical Development Team
 Tactical Support Team

Alternative Teams
If the organization or implementation is small enough you might
only need to start with two and break them apart as you
mature/grow.
 Tactical Team
 Operations
 Development
 Support
 Strategy Team
 Business
 Technical

Identify patterns.
Plan for patterns.
Execute patterns.

I think I see
a Pattern.

Executing Governance

No Single “Approach”
Projects
Tasks
Communities
Practices

 Aggregate/Reference Document or Site
(Contains all SharePoint Info – Single Point of Reference)
 Objectives/Priorities
(Tech/Business)
Governance Outcomes

 Utilized by Business Users to develop and implement business solutions that use
technology without IT’s direct involvement.
 Our primary unified application delivery platform.
 Our primary workflow/business process automation platform.
 Our intranet and communication center for internal corporate communications.
 …
SharePoint will be…
 Our (external) web content management platform.
 Our primary document management platform.
 Our contact management platform.
 …
SharePoint will not be…

 Disaster Recovery Plan
 Storage and Quota Policies
 Monitoring Plans
 Maintenance Plans
 Service Level Agreements
 Security Policies
 Deployment Process, Policies, and Schedule
Operations Outcomes

 Branding Guide
 SharePoint Designer Policy
 Workflow Policy
 Development Standards (Including OOTB vs Custom)
 Development Environment Policy
 Testing Requirements
 Deployment Process, Policies, and Schedule
Development Outcomes
SharePoint Standards Online

 Site Classification and Platform Classification
 Site Provisioning Process/Questionnaire
 User Expectations Agreement
 Roles and Responsibilities
 Support Agreement(s)
 Training and Communication Plans
 MySite Policies (Pictures)…
Support Outcomes

 User Lifecycle Policy
 Taxonomy Management
 Social Policies
 Content Standards
 Legal and Compliance Policy
 Search Management
Support Outcomes
SharePoint Standards Online

Governance Checklist

TechNet, Community and More..

are
Use them.

ITIL Framework

Microsoft Operations Framework (MOF)

With Governance

The Outcome
Everyone Achieves a Shared Understanding
of SharePoint Related Processes

Not just documents, policies, and
procedures. It is an active and
ongoing process.

Approaching and
Supporting SharePoint

What is the best approach for
SharePoint Implementations?

Why Iterative?
 SharePoint is a very large platform.
 It takes time to understand SharePoint.
 SharePoint is great for rapid prototyping,
and for proof of concept work.
 It ensures there is enough time to
review, adjust, and communicate.

Communication Planning

 Will act as a binding agreement
(forces you to carry through).
 Helps keep communication focused.
 Helps prevent unwanted surprises.
The Communication Plan

Support Planning

Don’t forget you aren’t superman.
(Sorry Joe)

Multiple Tiers for Escalation
Tactical Support Team
Help Desk
Site Administrators
End Users
Learning Libraries/Online/Help
(You can’t know everything)

Measure Support
Learn and use data to be proactive.

Diversify Support
resources/mediums
 Books and Manuals
 Online
 MSDN
 TechNet
 Blogs
 Cheat Sheets
 One on One
 Classroom Training
 Forums
 Help
 Etc

Avoid too much too fast.
Keep it simple.
It’s like learning to drive.

Productivity Hub

Support Tip…

RESPOND
You never want to give the IT busy
signal, or support busy signal.

The Outcome
SharePoint is supported effectively.

The training and support can be
costly in time and resources.

How do we get successful
User Adoption?

USERS MUST
UNDERSTAND
THE VALUE

Successful User Adoption Requires…

Do a video like this one…

High Availability, Mobility and
Accessibility also lead to better
User Adoption!
SharePoint Workspace/Groove, Outlook Integration (Offlining), Mobile and More

Cultivate and promote the
right culture.

Create an Identity and Brand
Branding should make it easier, and more effective.
Consistency Across
User Environments
Modify Provisioned
Site (or Templates)
Based on Need

Make it Fun!
Hold Contests, Scavenger Hunts and Other Activities

It’s okay to be proud.
Say “Thank You”

Reward super users with
achievements.
Then promote the desire to get rewards.

Create a SharePoint Showcase
Where users submit and show off
their SharePoint “Solutions”
Good Idea!

Make it easier to work with

Powerful Columns You Probably Didn’t Know About

Why Leveraging SharePoint Blog Features for News is a Great Idea

The Outcome
SharePoint is successfully adopted by a large
enough group of users to be deemed
successful.

The build it they will come approach
will not work alone.

Planning for New Work
and Growth

What about New Work & Growth?

Know your limits

Grow your team

Know your team and needs
 Developers(s)
 Administrators(s)
 Architect(s)
 Business Analyst(s)
 Project Manager(s)
 Site Administrator(s)
 Super Users(s)
 Trainer(s)

Cultivate new work!
It’s a good thing.
This boosts user adoption!
(More functionality and dependency over time)

The Outcome
The SharePoint Implementation continues to
grow, expand and provide more value.

You need to plan support for new
work/requests otherwise people will
lose confidence.

So being successful requires…
Understanding the non technical
as well as the technical.

1. Understanding the ‘Why’ & Making a Decision
2. Achieving Buy In and Setting Expectations
3. Determining and Supporting ROI
4. Implementing Successful Governance
5. Approaching and Supporting SharePoint
6. Improving User Adoption
7. Planning for New Work and Growth
1. Understand Business Needs and Map to Them
2. Share Alignment, Vision and Expectations
3. Use Measurements to Improve and Return More
4. Use Team Work And Execute With Patterns
5. Be Iterative, Leverage Everyone, and Respond
6. Share the Value and Successes
7. Manage your Capability and Priorities
Success Factors…

Thank You – Fill Out Your Eval!
Organizers, Sponsors and You for Making this Possible.
 Twitter: @rharbridge
 Blog: www.rharbridge.com
 LinkedIn: www.linkedin.com/in/rharbridge
 Email me at: richard@rharbridge.com
 My company: www.Allin.com
 Assessments: www.SharePointDiagnostics.com

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