VITALYST AND MICROSOFT SERVICESFY19 PARTNER ENGAGEMENT

2

Digital platforms are being deployed to improve collaboration and efficiencies, but people are not using them

Organizations are struggling to gain benefits from digital initiatives because end-users’ productivity remains low

75% of all digital transformation projects fail to deliver their intended business benefits

WHAT’S THE CHALLENGE WITH DIGITAL ADOPTION??

Digital initiatives/technology adoption issues within large corporations are endemic and very costly—because:

*Source: Gartner

X

PACE OF CHANGE

YesterdayNow

A predictable and stable business environment allowed for long term planning

Unpredictable and dynamic business environment

creates need to be prepared for change

3

WHY THE DISPARITY? Old School Approach

User focus is an afterthought. Rather than engaging users in the process, an email containing a link to training, for example, is sent post-deployment.

Lack of Sponsorship

Ineffective Change Management

Traditional, One-Dimensional Learning Approaches

Other Factors Adding to Disparity

Rollout timeline

Rol

lout

res

ourc

es

Project management

Change management

Value

4

NEW APPROACH FOR DIGITAL ADOPTION SUCCESS:FOCUS ON PEOPLEContemporary ApproachUser adoption is a parallel, integrated work stream that includes deployment and involves a greater sense of change management.

Human Side of Deployment

• Awareness, desire and WIFM need to be present early in the process

• Customized training programs that meet employee needs and expectations deliver long-term impact and leads to increased consumption

• Large deployments finish on time and on budget

• Desire to take a cautious, serialized approach to deployment is removed

Rollout timeline

Rol

lout

res

ourc

es

Project management

Change management

Value

On average, large IT projects Change management is a success enabler

WHY IS ENABLING ORGANIZATIONAL CHANGE SO CRITICAL TO DIGITAL INITIATIVES?

6x Increased likelihood of meeting objectives

& 7% over time

Source: Inc., P. (n.d.). Executive Summary of Best Practices - 2016. Retrieved August 18, 2017

Run 45% over budget

Delivers 56% less value than predicted

Source: McKinsey, Michael Bloch, Sven Blumberg, and Jürgen Laartz. (n.d.). Delivering large-scale IT projects on time, on budget, and on value. Retrieved August 18, 2017

5

15%

44%

76%

94%

Poor Fair Good Excellent

Percent study of participants who met or exceeded objectives

CHANGE MANAGEMENT EFFECTIVENESS

THE BIG PICTURE—HOW TO INVOKE CHANGE AND

DRIVE ADOPTION SUCCESS

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To Achieve These Business Results/ Desired Outcomes

Projects meet objectives >

Projects finish on time andon budget >

Return on investment (ROI) realized >

LEADERSHIP SPONSORSHIP

PROJECT MANAGEMENT

CHANGE MANAGEMENT

VITALYST PROPEL METHODOLOGY™

Based on the ADKAR methodology, provides improved and exceptional experience through usage and adoption of new features and functions

RESULT=Transformational, empowered

and effective operations

How do you get there?Using the Vitalyst methodology, look at four key stages—discover, plan, adopt and empower—to • Take a holistic approach to meeting the basic through advanced needs

of a multi-generational workforce• Get to a basic level of adoption• Use reporting and analytics to identify gaps in tech use• Provide ongoing training for proficient use of tech, leading to ROI

PROPELMethodology Stages

Discover

Plan

Adopt

Empower

AD

KA

R

SERVICES AAwareness

DDesire

KKnowledge

AAbility

RReinforcement

Change Enablement Workshops

Assessments

Identify & prepare Change Mgmt. Team

Identify Sponsorship Model Change Strategy Communication Plan Learning & Support Plan Success Measurement Plan Adoption Measurement Plan Pilot SOW CIE Workshops Training Communication Delivery

Consumption Reporting Enabled The Hub Celebrating Successes & Corrective Action 1:1 Software Ability Coaching Incorporate Plans to Onboarding Reinforcement & Roadmap Updates A

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9

VITALYST – THE PARTNER YOU NEED

Business Applications

Modern Workplace

Core Solution Areas

Global provider of learning & change management solutions driving digital adoption and proficiency by transforming employees’ technology experience

* Data collected and reported by FTC based on customers enrolled in FastTrack Incubation MS365 Onboarding Offer

Proven success by delivering MS365 active usage rates 3.5x other adoption partners*

Accelerate deployments of Office 356, Windows 10 and EMS by 2x-5x*

Underpinned by ADKAR, Propel™ is designed to empower the Human Side of technology deployments through the four key project stages—discover, plan, adopt and empower.

Accelerating Client Journeys to the Cloud

Comprehensive managed service for life after initial cloud adoption. Active 365 delivers unique, transformational learning, performance support and communications delivered at the pace of change to optimize M365 usage and empower continued change.

CONTINUOUS LEARNING SOLUTION >>>

Currently Impacting 6M+ seats of Office 365, EMS and Windows 10

FastTrack Ready Partner

MCS Tier-1 Partner

Gold Learning Partner

Prosci-Certified

Real Results

Vitalyst –MCS Tier-1 Partner

• Top 5 MCS Partner (Tier-1)• Full Spectrum of Learning Solutions tailored to each client• End User Training & Migration Service Desk • Deployment Coordination & Communications• U.S.-based, English-speaking experts• MES Co-Sell coverage maps with MCS EOU model• On-Demand Call Support for end users• Azure Co-Sell Ready

Over 25 years’ experience providing service for

• 400 current clients • 1.6M business users supported• Thousands of Microsoft deployment projects

Digital Adoption Solved Digital Adoption Services – MWP & Biz Apps

Retire of ‘New Work Sold’ Quota

Paper under Microsoft Services & Premier

Differentiate Bids for Digital Transformation Projects

PROSCI™ Certified, Dedicated MCS Delivery Team

Easy to Work with - Global O365 Offer/Standard SOW

Projects completed on time with high customer sat

VITALYST – TIER-1 END USER ONBOARDING & TRAINING PARTNER

Business Applications

Modern Workplace

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Change Enablement

Communications Strategy

Change EnablementAnalytics

Data Discovery & Adoption Planning

Deployment Design

Learning & Development

Instructor-led Training

Self-guided Learning

Personal Coaching Appointments

Self-help Resources

Software Coaching

Training On-DemandLive Support

On-Site Support

End-User Outreach Program

Advanced Support Development Projects

MICROSOFT 365 END USER ONBOARDING AND TRAINING SERVICES

LEARN > MASTER > TRANSFORM

About Vitalyst• Microsoft Gold Partner and

Top U,S. Microsoft 365 Adoption Partner for FY18

• Adoption partner for Office 365 projects

• Comprehensive, end-to-end adoption solution

• 25 years’ experience driving deployments of workloads, as well as change and adoption

• Clients include Fortune 500 enterprises and mid-market companies in various industries

• Key differentiators include instant scalability and exceptional customer service

Benefits to You• Effectively address the

pace of technological change

• Realize a bigger return on tech investment

• Increase adoption via individualized and blended learning solutions

• Provide global support capabilities

• Save time for your help desk so they can focus on mission critical tasks

• Deploy multiple technologies faster

End-User Help Desk24x7x365 global supportStaffed with Office 365 expertsImmediate access to ‘day one’ and ongoing training questions

Support Service Add-onsFull menu of enhancementsTraining delivered by the same experts who field support callsTraining tailored to your specific needsAdoption analytics and dashboards

Active 365 EnablementComprehensive training packageSelf-help web portal knowledgebaseCommunications packageVirtual instructor-led training

Program ManagementSeamlessly work with Microsoft Adoption Services (AS)Master joint launch planDedicated MS delivery team

Office 365 end-user onboarding and training services by Vitalyst

OFFICE 365 END-USER SUPPORT SERVICES*

Drive initial adoption and continuous success with key services

Propel MethodologyDeployment Projects – MS365

Partner to drive competitive differentiation by ROI Demonstrations, comprehensive change plan and learning plan based on customer persona and objectives

Propel MethodologyDeployment Projects – Dynamics

Partner to drive competitive differentiation by building solutions driven by customer issues and desired business outcomes

Premier Managed ServiceOffice 365 Ongoing Adoption

Value Play• Serialized deployment• Low Consumption scenarios• Dark to Cloud motions• E5 Value Plan• Customer Help Desk &

Resourcing constraints

How We Help• P/CSM-Seller Motion• Leverage our deep sales staff• FastTrack Ready Partner• CIE Training & Adoption Planning• Custom Training Plan• Microsoft Services/ACM Partner

Google Compete

• Merger of 2 global grocers with Google and Microsoft Platforms. RFP for standard Platform

• MSFT, Vitalyst demonstrated best solution• MCS, Vitalyst offered world class ACM plan• Business won, program in progress

• P/CSM-Seller Motion• FastTrack Ready Partner• DDPS & Adoption Workshops• Demonstrate customer specific ROI

cases for Teams, OD4B• Scenario driven CIE Experiences• Approach customers with custom

Training Plans to meet objectives

• Empower customers with solution required to change platforms

• Competition deprioritizes adoption and underestimates customer concerns regarding change impact

• Differentiate with end-to-end learning solution built based on customer vision & workflows

• Google Compete scenarios• Slack & Box Compete• Dark to Cloud Motions• Positive reception to IT

through MSFT products • Making the most of intuitive

functionality

• Salesforce Compete Scenario• Call Center Solutions• Differentiation via Change

Management & Adoption• ACM & Onboarding Training

• HP sought more flexible Sales CRM Platform• Leadership feared change impact

Salesforce Compete

• MSFT, Vitalyst demonstrated power of Dynamics• MCS/ACM, Vitalyst developed change plan to minimize sales impact and deliver

seamless, rich user experience• Dynamics selected powered by Vitalyst/ACM Proposal• Custom onboarding and learning program developed based on work processes

and sales outcomes• Project completed with minimal impact, high CSAT

Prove It

• Direct sale with DOW, teamed with Premier/CSU• Provide support desk relief for over 60,000 business users

migrating to E5 Office 365• Supplemented with virtual webinars, self help content and

self service learning portal • Providing multilingual support for all services• Windows 10, Teams on the horizon

MCS/VITALYST WINS

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DYNAMICS 365 END USER ONBOARDING AND TRAINING SERVICES

Live, how-to support and other software coaching services

Educational services comprised of

instructor-led training and e-learning

Dashboard analysis (Dashboards in a Day)

Instructional Designer to custom-build an immersive learning

curriculum

Digital Adoption Solution for Dynamics 365

Managed Services SolutionChange Enablement. Managed.

Internal Microsoft “Seller” Slides

EXECUTIVE STATEMENT

Vitalyst VisionEnable organizations to harness the power of continuous improvement and utilization of the Microsoft 365 (Modern Workplace Productivity Platform) with a best-in-class, comprehensive Active365 Managed Services Solution.

Vitalyst MissionProvide a comprehensive managed service to ensure customers meet their goals and objectives, ensuring continuous success and adoption of Microsoft 365 (Modern Workplace Productivity Platform). Empower a knowledgeable workforce through ever-ready, transformational learning and proficiency solutions delivered at the pace of change.

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THE CUSTOMER SUCCESS GAP

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What We’re SeeingO365/M365 deployment market is thriving

Clients and Partners need help deploying MS365• “We’re on O365” means we’ve migrated email• EMS+W10+O365 makes every migration

impactful for customer

Fully deployed clients struggle with managing new “steady state”

Partners and customers struggling to manage; need a strategic partner

Market OpportunityIncreased need for client and partner programs

Help clients structure ongoing enablement programs

Fill the skills gap in organizations striving for digital success

WHAT’S THE PROCESS?

• Define customer’s Managed Services strategy

• Develop or adapt change and release process flows to support servicing model

• Define roles and responsibilities related to service strategy and modernized change and release processes

• Define readiness and knowledge transformation

Manage

Deploy

Purchase

Customer JourneyMANAGED SERVICES SOLUTION

Service Management Excellence

Adopt, Operate and Optimize

Microsoft “Seller” Slides to Pitch our Services to Clients/Customers

22

22

CONSTANT CHANGE = THE NEW NORMAL Challenges of Constant Change

Lack of Employee Engagement

Minimal Technology Adoption

Gaps in Skill sets

Decreased Productivity

Unable to Manage the Change

Hidden Costs/Lack of ROI

Business Impact

Key Adoption ChallengesLow usage of M365 workloads

Technology is rapidly changing, IT cannot keep up

Employees can’t keep up with pace of change

1 in 3 people say they’re not proficient with technology, which leads to a proficiency gap*

Leading to 2-Speed Organizations

Proficiency gap will continue to grow and cost the economy $1.3 trillion in lost productivity each year*

† Based on sampling of 1 million customer seats deployed on Office 365 in 2015 and 2016

*Source: Fernandez, Jeff, “How the ‘Digital Skills Gap’ Bleeds $1.3 Trillion a Year From US Businesses,” Entrepreneur, July 7, 2014.

18%Of active Office 365 users are active on SharePoint*

12%Of active Office 365 email users have used OneDrive and Skype for Business*

3%Of active Office 365 email users are active on Yammer*

84%Of active Office 365 email users have used Exchange Online†

M365 DEPLOYED. NOW WHAT?

THE COSTS OF FAILING TO MANAGE CHANGE AND ADOPTION

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Only 8% of companies feel their current business model will remain economically viable if their industry keeps digitizing at its current course and speed

*Source: McKinsey& Company, McKinsey Quarterly: Why Digital Strategies Fail, January 2018

Disruption is always dangerous, but digital disruptions are happening faster than ever.

“

“

M365 ROADMAP – HOW TO KEEP UP WITH PACE OF CHANGE?

Who is managing the constant change?

How can you control knowledge gaps?

Who streamlines onboarding?

How do you communicate the change?

How is optimal productivity maintained?

*Source: https://products.office.com/en-US/business/office-365-roadmap

ENGAGED EMPLOYEES ARE CRITICAL TO SUCCESS

*Source: Gallop (via Microsoft)

“If the enterprise goes for transformation but the market

or organization is not ready, the results are below expectations.

Money is made, but just not enough to satisfy the growth

expectations of the investment. If the enterprise focuses on

optimization while the market and competitors are transforming,

it may never be able to catch up.”

Source: Gartner Report, Digital Business Ambition: Transform or Optimize?, June 2017

DIGITAL TRANSFORMATION IS CRITICAL TO GROWTH

THE CUSTOMER SUCCESS GAP

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What We’re SeeingCustomers are deploying O365/M365 but adoption is low

Customers consider Email migration to Outlook as total “Adoption”

Customers don’t fully understand the benefits of EMS+W10+0365 Impact

Customers lack management of environment once deployed and can’t keep up with continuous updates

How we can Help?Provide Change Enablement throughManaged Services

Help clients envision, assess and manage environments on a continuous basis

Enable clients to fully transition to a digital workplace for the future

Help clients create knowledgeable workers through a human-centric, transformative approach

VITALYST PROPEL METHODOLOGY™

Provide improved and exceptional experience through usage and adoption of new features and functions

RESULT=Transformational, empowered

and effective operations

How do you get there?Using the Vitalyst methodology, look at four key stages—discover, plan, adopt and empower—to • Take a holistic approach to meeting the basic through advanced

needs of a multi-generational workforce• Get to a basic level of adoption• Use reporting and analytics to identify gaps in tech use• Provide ongoing training for proficient use of tech, leading to ROI

WHAT’S THE PROCESS?

• Define customer’s Managed Services strategy

• Develop or adapt change and release process flows to support servicing model

• Define roles and responsibilities related to service strategy and modernized change and release processes

• Define readiness and knowledge transformation

Manage

Deploy

Purchase

Customer Journey

Service Management Excellence

Adopt, Operate and Optimize

MANAGED SERVICES SOLUTION

MANAGED SERVICES SOLUTION

End-User EnablementIterative communications, change

readiness and end user learning objectives

Technical Enablement Technical impact assessments and training enrollment

ActivateDefine baseline adoption

program scope, setup and reporting requirements

Performance SupportOptimize active digital environment with core adoption service components

Monitor and PlanQuarterly MSFT Roadmap Release Reviews and Develop Action plan

EnvisionReview the current state and

define the go forward strategy for optimizing the customer

environment

WHAT’S THE SOLUTION? ACTIVE365 MANAGED SERVICES SOLUTION

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ENVISION

ENVISION Activities

Review Digital Initiative Roadmap and Requirements

Define Digital Adoption Objectives & Benchmarking

Identify Skills Requirements and Gaps

Define Success Metrics

Identify Organizational Change Management (OCM) Capabilities

Outline Overall Strategy Plan

Vitalyst’s Managed Services & Delivery experts work with each customer to evaluate the current environment to determine a long-term vision and strategy for Microsoft 365 Platform implementation and use. Activities include defining success goals and milestones, and crafting an impactful suite of services to achieve continuous digital adoption goals.

ObjectiveDefine customer’s Digital Roadmap and Managed Services Strategy

Deliverables

Customer Envision Plan

Program Success Metrics

Customer OCM Plan

Customer Skills Requirement and

Gap Metrics

Ctd b Mi B

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ACTIVATE

Vitalyst’s staff of Change Enablement & Delivery experts work with customers to activate and communicate the agreed Managed Services Strategy and corresponding services.

ACTIVATE Activities

Define Program Scope and Setup

Assign Resources

Define Operating Rhythm Plan

Define and Design Communication Plan

Develop Joint Launch Plan for Performance Support Core Services

Determine Delivery Timeline

Structure Baseline Adoption Reporting

Deliverables

Joint Launch Plan

Program Success Metrics

Program TimelineManaged Services Program

Communication Plan

ObjectiveActivate and communicate cohesive Active365 Managed Service components for customers.

Turn-Key Implementation

All Service Setup & Deliverables

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PERFORMANCE SUPPORT– Core Active365 Services

Core Enablement Activities

Provide 24x7 Performance Support

Help Me kNow Hub Self-Help Platform

Change Communications Package

Unlimited Active365 Webinars (Open Seating)

Service Promotion/Kick-off Materials

Optimize the current Microsoft 365 with a full spectrum of learning and support solutions to level-up end user proficiency. These services, and the optional Learning Plus package are available to all end users 24x7x365.

Learning Plus Package

Skill Builder Self-Guided learning

Structured Learning Objectives

Live, Instructor-Led “Lock-Out” Webinars

60-90 Minute Recorded webinars

Help Me kNow eReference Guides for all current and future state applications

Technical Training for Administrators and technical staff

Webinars

Learning and Development

Communications

How-To Support

ObjectiveMaximize productivity of the Microsoft365 technology stack and continuous end user adoption.

Deliverables

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MONITOR and PLAN

Office 365 Roadmap Impact Report• Technical, End User Impact Report• Demonstrations of new Functionality

& Applications• Technical Training Recommendations

Change Communication Planning & Deliverables

New Microsoft Benefit Review

Review Service Delivery & Performance Metrics

Roadmap Impact Analysis

Technical Training Recommendations

Iterative Change Plan

Vitalyst is a Microsoft FastTrack Ready™ Partner and equipped with key personnel to review and prepare you for Microsoft 365 Platform Roadmap release schedule and changes to drive value through new benefits, functionality and updates available to you.

Vitalyst will assess and review: 1) existing platform for enabled workloads and identify available workloads, 2) Microsoft 365 current roadmap release for impact on platform and end-user adoption, 3) Re-Assess goals from Envision stage and re-define objectives, benchmarks and success metrics.

Adoption Health Assessment

ObjectiveContinuously monitor, assess and maintain the Microsoft 365 roadmap, updates, and usage adoption.

Iterative Roadmap Assessment & Action Planning

Deliverables

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TECHNICAL ENABLEMENT

Deliverables

Technical Training

Dashboard in-a-Day

Deployment Planning

Cloud Immersion

Technical Enablement Activities Guidance from Microsoft Architects

Deliver Microsoft Official Course (MOC) Technical Training

Provide Deployment Planning Services

Cloud Immersion Experience Days

Dashboard-in-a-Day and other Microsoft Training Services

ObjectiveLevel-up technical proficiency of Microsoft 365 Platform and prepare the technical environment.

Vitalyst will provide a set of technical services to prepare the customer’s technical staff for each new workload or feature enhancement on the Microsoft 365 Platform.

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END USER ENABLEMENT

Vitalyst will provide a set of knowledge and learning services to assist end users to gain proficiency for each feature enhancement or workload on the Microsoft 365 Platform. Program components optimize the customer’s environment and empower end users to harness the true value of the Microsoft 365 Platform.

End User Enablement ActivitiesDeliver End User Impact Communications for new workloads and/or enhanced feature releases

Change Support through Office 365 Help Desk

1:1 Software Coaching from O365/M365 Platform Experts

Coming Soon videos and campaigns

Customized Learning Objectives and Self-Paced Skill Tracks

Deliver Day 1 Getting Started Videos, End User Guides & Self-Help Support

Deliverables

End User Communications

Videos and Guides

ObjectiveOptimize your environment and empower your users to drive productivity and knowledge of every M365 Platform update.

Access to Live Support Help-

Desk

Customized Training

PROGRAM REPORTING & ANALYTICS

Adoption ReportingAdoption Trends and Activity

Usage ReportsService Utilization and Recommendations

ROI ReportsTechnology & Human Capital Savings

Vitalyst will deliver a diverse range of reporting and analytics services to help identify Microsoft 365 Platform adoption and proficiency “blockers” for technical staff and end-users.

REAL RESULTS THAT MATTER – THE VITALYST DIFFERENCE

Proven success by improving Office 365 active usage rates per workload by 3.5x compared to customers using average Office 365 adoption solutions

Accelerate deployments of Office 365, Windows 10 and EMS by 2x-5x

Increase active usage 25% - 75% From the start of engagement, active seat usage (ASU) and activation increases across multiple Office 365 services

Approach customers with a solution—not a canned product

Deliver adoption plans tailored to each client—we listen and plan accordingly

#1 Global Microsoft Partner for Office 365 adoption programs in FY17

Cut deployment timeframes in half, significantly reducing project costs

Currently impacting 4M+ seats of Office 365, EMS and Windows 104M+

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Call to Action

Accounts – Focus first on ‘low hanging fruit’, leverage initial successes as “wins” to share with broader team and repeat• Bolster Revenue per Deal• Become more embedded within Customers since Managed Services

Solution continues beyond ‘project’-based initiatives• Future upsell Opportunities are built-in

Premier Renewals – Immediate opportunity to make positive impact and become more valuable by providing services needed by Customer End-user Community in near term• Drive retirement of PCBs, New Work Sold and Consumption

Numbers• Showcase the proactive approach Premier is taking to harness full

Partner capabilities for the benefit of Customers

Moving to Unified Support Model (already in process or targeted)