Look for case studies of companies that have already migrated successfully. Use them as a guide.

Good stuff, all around. If there was one loud-and-clear point in the piece, it was that planning is vital to a successful (and not exorbitantly expensive) migration — no matter the operating system or software suite.

And it happens to be this company’s mantra. We know from experience that, whether it is a small firm switching over a few hundred users from Lotus Notes to Outlook or a Fortune 500 company upgrading to Office 2007 en masse, a successful migration depends largely on preparation.

In addition to the four points mentioned on CIO.com, I’d like to add a few more migration tips for CIOs:

1. Seek out proven migration successes: Look for case studies of companies that have already migrated successfully. Use them as a guide. Read up on Windows 7 trouble spots (that is, where users will likely experience productivity loss.

2. Bury yourself in research: White papers from migration partners can add a level of understanding that no news article or Microsoft blog can. (In a recent white paper, we asked the question “How much will a Windows 7 and Office 2007 migration hurt?” – read it here.)

3. Do the math: Make yourself aware of all the variables before you begin. Compare costs and staffing models. For example, how much would it cost you to migrate using existing IT staff? How would it affect their ability to get their regular work done? (When conducting our research, we found that using existing staff for migrations often proves costly – financially, and in its effect on the internal help desk’s reputation. Here’s a rundown of costs with different staffing models.)

Happy migrating!

MORE INFO IN: Get your free Windows 7 & Office 2007 Migration Readiness Kit | Windows 7 & Office 2007 Migration Action Plan | Migration Case Study (.pdf) | PC Helps eTraining | Desktop Application Support | Contact PC Helps

Most Common Support Calls

Many corporate workers have been using Windows XP for some time now, so a learning curve with Windows 7 is inevitable. Below are some factors that will affect your employees’ productivity with the new operating system:

• Elimination of the Quick Launch toolbar and the Vista sidebar (if applicable)
• A new taskbar with icons only
• Changes to auxiliary apps like Windows Movie Maker and Windows Mail
• New features like Federated Search, Windows Mobility Center, Aero Peek, Jump Lists

Best Practice – Provide consolidated training on these features before deployment or make sure Windows 7 experts are standing by and are readily available the day of deployment. Downtime is costly.

As for Office 2007, its radically different interface will result in an even steeper learning curve. The design is such a departure that your employees will hit snags just trying to figure out how to perform basic tasks like saving and formatting. Here are some issues that may cause problems:

• Inability to customize the Ribbon and Office bar
• Finding infrequently used features
• Confusion resulting from the new version’s contextual menus and mini-toolbars
• Macros being disabled
• New file formats and “compatibility” mode
• Understanding the new multiple template types

Best Practice –With Office 2007, the hard part will be getting end-users back to the point where they can complete the tasks they have done for years without issue. The bulk of that work needs to be done prior to deployment or within the first few weeks after installation. Provide pre-migration training, plus on-demand, expert support during and after launch. Without such measures, your in-house IT staff will likely be bombarded with calls, which will take them away from more critical migration issues.

Call Volume

The magnitude of support needs when Windows 7 and Office 2007 hit a desktop environment almost guarantees that internal IT staff will be overwhelmed. Besides the increased call volume, once the callers connect to IT, it is unlikely they will get the assistance they need; most help desk generalists do not have the knowledge, experience or training to solve the range of Windows 7 and Office 2007 questions. An inundated help desk means longer hold times, more call backs, a higher call abandonment rate, increased downtime and decreased service levels.

Here’s a snapshot of migration call volume: It will remain linear throughout the migration, with peaks cresting most noticeably during the initial installations. During months 1-3, our clients have experienced a 50 percent spike in “how-to” support calls. You can expect the same.

The number of calls will begin to decrease at about month 4, and will continue to lessen through month 6, when the volume drops to 30 percent. After six months, levels will return to those experienced pre-deployment.

Best Practice – Don’t bother hiring extra full-time IT staff for a migration; training new hires up to the expertise level needed in such a short amount of time is near-impossible. Instead, bring in a migration partner that employs Microsoft-certified consultants, offers 24×7 support on more than 160 applications, and charges you according to actual use.

Training and Support

In past upgrades, an information worker’s knowledge of how to get to the features in the previous version was 95 percent effective in the new version. For Windows 7 and Office 2007, it is zero percent effective. In our experience, we’ve found that providing training and support during the critical times in a migration can mean the difference between a smooth switchover and a hellish one.

Best Practice — Provide intensive training during the initial phases of the migration, and continue to offer instruction during and after. This is a key element in measuring ROI. Everyone learns at a different pace, so having a multitude of training options is best, i.e., self-service, on-demand, web-based, individual and customized. Being able to identify and deliver targeted training needs, solution-based metrics and measureable productivity gains can justify several portions of a Windows 7 and Office 2007 investment.

Download your free copy of the Windows 7 and Office 2007 Migration Readiness Kit.

FIND MORE INFO IN: Office 2007 Migration Checklist + Tools | Migration Case Study (.pdf) | PC Helps eTraining | Desktop Application Support | Contact PC Helps

Two words:
“Loads faster!”

Regardless of which OS you opt for, there is at least one guarantee — that is, that you will face a migration eventually. The more information you have, the better. Here’s our take on 7, from a user’s standpoint, and from IHD’s:

For the Windows 7 User:

What changes will potentially throw off users?

1. With the elimination of the Quick Launch toolbar, users will have to pin items to the Start Menu or the taskbar.
2. The taskbar will include icons only (no text), which may confuse some users.
3. Not being able to turn off taskbar windows previews may confuse or even irritate.
4. Some auxiliary apps such as Windows Movie Maker and Windows Mail are removed or replaced.
5. People who used the Vista Sidebar and gadgets in it may miss it.

What new features will increase users’ productivity?

1. With Federated Search, Windows Explorer can be used to simultaneously search different types of resources such as local drives, network drives and SharePoint sites.
2. Easier use of projectors with the Windows Mobility Center.
3. A significantly improved backup utility allows greater flexibility and granularity in a user-friendly interface.
4. Taskbar changes and Aero Peek make working with and switching among multiple windows easier and more efficient.
5. The addition of Windows key combinations to launch frequently used applications and to control the placement of windows.
6. Jump Lists offer quicker access to frequently used program features and content (files, URLs).

For the Help Desk:

What will break when 7 is rolled out (compatibility issues, legacy system issues, security issues, etc)?

1. Mostly what you would expect to break in an OS migration.
2. Some compatibility issues with older hardware and software have been found, but fewer than with migration to Windows Vista. Legacy items that touch on security or network connectivity lead the list as expected.
3. Sleep mode in laptops has been a problem in betas and release candidates.

What capabilities will be helpful to the IHD/system admins?

1. Loads faster! Loads faster! Loads faster!
2. The Problem Steps Recorder can automatically create a history of a problem complete with screen shots.
3. The Action Center combines functions of several interfaces related to security, troubleshooting and recovery.
4. Built-in management of biometric devices.
5. The utility for creating System Repair Disks is simplified and improved.
6. The second generation of PowerShell makes automating administrative tasks easier and more powerful.
7. Easily running applications with Elevated Rights without restarting them.
8. Ability to burn .ISO images to disk.
9. Installation from USB memory devices.

MORE INFO IN: Office 2007 Migration Checklist + Tools | Migration Case Study | PC Helps eTraining |Desktop Application Support | Contact PC Helps

Choosing the right migration partner could mean the difference between the championship or an epic loss.

As with any major investment, IT leaders are responsible for proving the value behind the purchase — no matter the economic climate. In an economic dip like the one we are riding out now, the focus on ROI is doubled.

Most IT leaders realize that a Windows 7 & Office 2007 deployment requires coordination, planning and oversight, and they know which areas need to be assessed and addressed. As a result, most bring in a third party for migration assistance.

Champion your migration and prove ROI with these eight service practices:

1. First-Level Analyst Certification: Providing certified computer consultants (Microsoft Office 2007 and Windows 7 launch partners) results in higher first-call resolution rates based on their core competencies. Information workers are less likely to be placed on hold or passed through a tiered-level support structure. Applying a simple analogy, it is probable that the golfer playing five to six times a week will outperform someone who hits the links a few Sundays a month.
2. Domestic vs. Offshore Staff: The ribbon and overall look of the Office 2007 interface compared to previous versions will test IT staff and information workers. Adding potential language barriers will no doubt raise the challenges.
3. Maintain 24-7 and After-Hours Coverage: Forgo skeleton crews or lower-level support during off-hours and deliver constant, world-class Office 2007 and Windows 7 support and training outlets throughout the entirety of deployment. Many organizations employ staff globally or remotely, in addition to a nine-to-five crew. Don’t penalize employees for working in a different time zone or after hours by providing less-than-stellar service.
4. Deliver Advanced Level Office 2007 & Windows 7 Support: As IT leaders begin to see ROI during the early phases of the migration, information workers will have begun navigating their way around the ribbon and will begin finding additional and more advanced time-saving features. Support avenues should mirror these advanced-level requests and should not be treated with any less urgency than basic-level requests made during the initial migration phase. Avoid tier-structured support models to keep service levels high and reduce worker frustration and downtime.
5. Number of Software and Mobile Device Applications Supported: Requiring a migration partner that is familiar with applications and mobile devices outside the Office suite can be critical to the complexity of Office 2007 calls. Based on statistics collected over the past 18 months, many information workers begin their support requests by referring to what they could do in previous versions and want to see those same steps applied to this new version.* Additionally, Office 2007 and Windows 7 is just as often expected to work in correlation with other applications including BlackBerry and Windows Mobile.
6. Training: Instruction before, during and after a migration is a key element in measuring ROI. Everyone learns at a different pace, so having a multitude of training options is best, i.e., self-service, on-demand, web-based, individual and customized. Being able to identify and deliver targeted training needs, solution-based metrics and measurable productivity gains can justify several portions of an Office 2007 and Windows 7 investment.
7. Planning and Education: Many IT leaders admittedly lack the knowledge that encompasses an Office 2007 and Windows 7 migration assurance plan, hence the reach and popularity of migration partners. With this support and training investment and other day-to-day infrastructure responsibilities IT leaders are tasked with, a migration partner should be expected to deliver a simple, successful solution. Anticipated migration assurance plans should include a readiness checklist, a project and deployment timeline, an information worker education awareness campaign, and excellent support and training — all of which can be easily integrated into the existing IT infrastructure.
8. Call Metrics: Downtime and productivity are key factors in proving ROI for any software or IT-related investment. The question to ask is: If IT leaders commit to purchasing new or updated hardware, servers, software, etc., how will the investment affect business units and add value to the organization’s bottom line? Downtime and productivity levels are two areas that easily can be quantified. With little effort, simple call statistics like response time, abandonment rate, hold times, and average first-call overall resolution percentages can be measured and delivered.

*Knowledge workers at 10 Fortune 1000 organizations (clients of PC Helps) were surveyed November 2008 through April 2009, and were asked to quantify the amount of time they would have spent resolving issues such as importing data into a file from another source in Access 2007, tracking changes in a Word 2007 document, repairing a damaged Excel 2007 file, and hundreds of other Office 2007-related software questions without the services of PC Helps Support, LLC.

MORE INFO: March Migration Madness — click here for a top-seeded team and strategic game plan | PC Helps Info Center | Contact PC Helps

History, though, has taught us that for all of the great underdog stories that exist, the top-seeded teams that have a firm strategic game plan and a strong foundation of raw talent and skill win more championships.

In the IT, help desk and end-user services world we face a similar big event, a Windows 7 and Office 2007 migration. Based on execution, IT leaders can come out a champion, creating their own Cinderella story by proving ROI, increasing productivity and demonstrating end-user confidence and early adoption, instead of assumed chaos. Conversely, IT leaders can end up the loser, crippling productivity, frustrating end-users and damaging help desk service levels if they show up with an inadequate team and insufficient game plan.

Champion your migration – click here for a top-seeded team and strategic game plan.

MORE INFO IN: Desktop Application Support | Contact PC Helps

Final post in a four-part Office 2007 migration series.

It needs to be said: Finish what you started.

In June 2009, PC Helps partnered with CIO.com to communicate the myths and realities of an Office 2007 migration and eight service levels needed to prove migration ROI. Since the recent release of Windows 7, We have updated the Office 2007 myths and realities white paper to include actual call statistics and adoption considerations for Windows 7 as well.

IT leaders cannot afford to approach an Office 2007 or Windows 7 migration blindly. The user interface is radically different and guarantees that your employees will flounder just trying to perform basic tasks. Separate the facts from the myths, and learn how to get the most return on your investment. Download the free, updated white paper now.

Read the series: Finish What You Started.

MORE INFO IN: Office 2007 Migration Case Study | Office 2007 Migration Assurance Program | Migration Readiness Checklist | Migration Competitive Analysis | Contact PC Helps

Part one of a four-post Office 2007 migration series.

It needs to be said: Finish what you started.

According to a leading industry source, more than 50 percent of enterprise-sized IT infrastructures are running mixed Microsoft Office end-user environments. The reasons are many.

The Recession: During the past two years, IT budgets were cut and some employees were let go, leaving Office 2007 deployments incomplete.

Misjudgment: IT leaders were unaware of the amount of work that went into a migration. A dearth of internal resources to handle increasing call volume and demand for training halted phased rollouts.

Choice: IT leaders who weren’t mandated to deploy Office 2007 to the entire company chose to migrate in more of a “drip” fashion. Only those who requested the upgrade received it.

It’s not just user frustration you have to worry about either. Managing a staff that is running two versions causes pain for the company in other ways: compatibility issues, limited return on your Office 2007 investment and a semi-knowledgeable internal help desk.

Below is a sampling of the most common Office 2007 issues for end users.

All Apps:

1. Completing basic tasks such as opening and closing files, applying formats, printing and setting application options.

2. Inability to customize the ribbon and Office bar.

Excel:

1. Sorting and filtering data in a completely changed interface.

2. Applying conditional formats in a completely changed interface with many more choices.

Outlook:

1. Confusion due to partial implementation of the new interface and changes in the parts that resemble the 2003 interface.

2. The difference between opening and previewing attachments.

Word:

1. Formatting changes in documents both on conversion and in compatibility mode.

2. A thoroughly revamped mail merge feature.

PowerPoint:

1. Custom animations created in earlier versions not working properly.

2. Changes to the way templates, masters and slide layouts work.

The pain doesn’t need to be great, however. With a plan in place, you can cost-effectively finish your Office 2007 migration while minimizing the end user and help desk learning curves.♦

Stay tuned for part two, which will give you the information you need to get it done.

MORE INFO IN: Office 2007 Migration Case Study | Office 2007 Migration Assurance Program | Migration Readiness Checklist | Migration Competitive Analysis | Contact PC Helps

As with any major investment, IT leaders are responsible for proving the value behind the purchase — no matter the economic climate. In an economic dip like the one we are riding out now, the focus on ROI is doubled.

Think of consultants as golfers: It is probable that the guy playing five to six times a week will outperform someone who hits the links a few Sundays a month.

Most IT leaders realize that an Office 2007 deployment requires coordination, planning and oversight, and they know which areas need to be assessed and addressed. As a result, most bring in a third party for migration assistance.

The support options and partnerships are abundant, including training companies, consulting firms, domestic and offshore outsourcers, and certified Microsoft Office 2007 migration launch partners.

Whichever partner they choose, IT leaders need to keep in mind that, to prove ROI, they need to place a priority on early adoption levels, limiting downtime, maintaining productivity and cost expectations. What’s more, providing on-demand, expert support and training to information workers before, during and after deployment is key to a successful migration. Minimizing the learning curve will enable employees to quickly regain the confidence and knowledge they need to stay productive.

Here are eight service levels that are directly tied to ROI:

1. First-Level Analyst Certification: Providing certified computer consultants (Microsoft Office 2007 and Vista launch partners) results in higher first-call resolution rates based on their core competencies on Office 2007. Information workers are less likely to be placed on hold or passed through a tiered-level support structure. Applying a simple analogy, it is probable that the golfer playing five to six times a week will outperform someone who hits the links a few Sundays a month.
2. Domestic vs. Offshore Staff: The ribbon and overall look of the Office 2007 interface compared to previous versions will test IT staff and information workers. Adding potential language barriers will no doubt raise the challenges.
3. Maintain 24-7 and After-Hours Coverage: Forgo skeleton crews or lower-level support during off-hours and deliver constant, world-class Office 2007 support and training outlets throughout the entirety of deployment. Many organizations employ staff globally or remotely, in addition to a nine-to-five crew. Don’t penalize employees for working in a different time zone or after hours by providing less-than-stellar Office 2007 support and training.
4. Deliver Advanced Level Office 2007 Support: As IT leaders begin to see ROI during the early phases of the migration, information workers will have begun navigating their way around the ribbon and will begin finding additional and more advanced time-saving features. Support avenues should mirror these advanced-level requests and should not be treated with any less urgency than basic-level requests made during the initial migration phase. Avoid tier-structured support models to keep service levels high and reduce worker frustration and downtime.
5. Number of Software and Mobile Device Applications Supported: Requiring a migration partner that is familiar with applications and mobile devices outside Office 2007 can be critical to the complexity of Office 2007 calls. Based on statistics collected over the past 18 months, many information workers begin their support requests by referring to what they could do in previous versions and want to see those same steps applied to this new version.* Additionally, Office 2007 is just as often expected to work in correlation with other applications including BlackBerry and Windows Mobile.
6. Training: Instruction before, during and after an Office 2007 migration is a key element in measuring ROI. Everyone learns at a different pace, so having a multitude of training options is best, i.e., self-service, on-demand, web-based, individual and customized. Being able to identify and deliver targeted training needs, solution-based metrics and measureable productivity gains can justify several portions of an Office 2007 investment.
7. Planning and Education: Many IT leaders admittedly lack the knowledge that encompasses an Office 2007 migration assurance plan, hence the reach and popularity of migration partners. With this support and training investment and other day-to-day infrastructure responsibilities IT leaders are tasked with, a migration partner should be expected to deliver a simple, successful solution. Anticipated Office 2007 migration assurance plans should include a readiness checklist, a project and deployment timeline, an information worker education awareness campaign, and excellent support and training — all of which can be easily integrated into the existing IT infrastructure.
8. Call Metrics: Downtime and productivity are key factors in proving ROI for any software or IT-related investment. The question to ask is: If IT leaders commit to purchasing new or updated hardware, servers, software, etc., how will the investment affect business units and add value to the organization’s bottom line? Downtime and productivity levels are two areas that easily can be quantified. With little effort, simple call statistics like response time, abandonment rate, hold times, and average first-call overall resolution percentages can be measured and delivered.

*Knowledge workers at 10 Fortune 1000 organizations (clients of PC Helps) were surveyed November 2008 through April 2009, and were asked to quantify the amount of time they would have spent resolving issues such as importing data into a file from another source in Access 2007, tracking changes in a Word 2007 document, repairing a damaged Excel 2007 file, and hundreds of other Office 2007-related software questions without the services of PC Helps Support, LLC.

MORE INFO IN: Office 2007 Migration Case Study | Office 2007 Migration Assurance Program | Migration Readiness Checklist | Migration Competitive Analysis | Contact PC Helps