The US Cloud POC trial will demonstrate the ability to meet an enterprise’s Microsoft technical support requirements, and prove the business case for seeking a replacement to Microsoft Premier/Unified Support. In addition to showing operational feasibility, the POC also prepares the enterprise for a seamless transition to full implementation upon POC completion.
The Business Case – Enterprise procurement and IT leaders have identified Microsoft’s Premier/Unified Support as both a cost and quality concern. Procurement success is measured by controlling existing costs, avoiding future cost increases, and reducing existing cost without impacting service delivery. IT Leaders are measure for success by system availability, strategic project completion, and end user experience.
Business Key Performance Indicators (KPI)
Procurement: Year 1 average cost savings of 36%. 5 Year average cost avoidance of 153%. Year 1 average efficiency gain 24%.
Enterprise IT: Year 1 average system availability increase of .32%. 5 Year average additional strategic projects completed 9.7. Year 1 average end user NPS gain: 4.1.
Sponsor and Stakeholders – Identify the single sponsor making the “go” or “no go” decision during POC sign-off. Identify and involve other stakeholders, which may include leaders from infrastructure and operations, security, procurement, and the CIO office. Prepare to involve legal for contract review and compliance for regulatory requirements.
POC Scope – The purpose of the POC is to demonstrate viability of US Cloud replacing Microsoft Premier/Unified Support. Ensure nondisclosure agreements (NDAs) are executed. Validate support service delivery success over 30 day time period: Core Microsoft technologies, faster initial response time, faster time to resolution, escalation to Microsoft, US Cloud client portal parity, 24/7 multi-national coverage, Technical Account Manager (TAM) proficiency, and proactive engagement capabilities.
POC Success Criteria – Success criteria include validation of: Ability to support core Microsoft technologies, faster initial response time, faster time to resolution, escalation to Microsoft, US Cloud client portal parity, 24/7 multi-national coverage, Technical Account Manager (TAM) proficiency, and proactive engagement capabilities.
Post-POC Steps – Upon completion of a successful POC with US Cloud, stakeholders should communicate to their respective teams to fully engage US Cloud for all Microsoft support needs. Finance should assure the Purchase Order matches payment terms agreed to in the contract.
POC Associated Commercials – US Cloud support hours consumed during the POC are chargeable. Upon successful completion of the POC, consumed hours are deducted from the total hours in the contract. If the POC is unsuccessful, the POC candidate is invoiced only for the support hours consumed.