You’ve bought the Office 365 license, what now?

digital workplace

Buying the subscription will be the easiest thing you do. The hard part is changing the company culture. I’m talking about how we do training and IT Support. Just as the role of the end / super users will change, so will how you support them.

Citizen Developers:

Let’s take a look at the previous 5 years and the 5 that lies ahead of us. This graph is not based on actual data, merely an illustration as to what we can expect. In the past, we outsourced much more of our development, internal IT did some and the % of contributions from Power Users was very low. This started changing to where we are today, as Power Users are becoming the future developers. I’m of course talking about Citizen Developers. Your company will still outsource complex development and of course, the internal IT team will as well.

Empowering end users to become power users or citizen developers will not be an easy task. Especially not because we come from environments where we’ve done everything IT related for them and fixed their problems.

What we should do different:

In IT Support, we should change the engagement from fixing problems to fixing people to help them fix their own problems. This is more of a training role than a technical one. Showing people what’s gone wrong and how they can fix it allows us to be scalable and reach more.

I still believe that we cannot add technical training on foundations that don’t exist or are weak. Digital literacy should be addressed in companies before training for any of the Office 365 apps & services can be offered.

The approach we should take:

Change Management is more important than ever. The rate of change is exponential and features are being added every day. There are many methodologies available and Microsoft, now, also offers the Adoption Specialist Course to assist those who are tasked with increasing adoption in companies.

PROSCI is based on the ADKAR model and I find it simple enough to use in the most complex environments. Below you’ll see the main focus areas, phases and also how I address those:

  • Create Awareness
    A couple of weeks before the roll-out, start awareness campaigns that help users understand the benefits of the change. This is all about the “What’s in it for me?”
  • Cultivate Desire
    This can be done with digital literacy campaigns to help users be more productive as well as show and tell sessions around productivity and the various apps & services.
  • Share the Knowledge
    Ensure that your IT team is ready to support the new technologies and start training your early adopters.
  • Ensure the Ability to Change
    Confirm and test the support structures and implement your governance frameworks. Communicate through various mediums with users. Add feedback mechanisms and train your users. When necessary, and adequate training and communication has taken place, and all the support systems are in place, roll out Office 365.
  • Reinforce the Change
    Keep on communicating and gathering feedback. Make training and resources available to users to further help themselves and offer refresher training. Keep your eye on the Adoption Content Pack in Power BI and adjust your messaging and training accordingly.

Note:  Remember that all through these phases your executive sponsors should be visibly and actively involved.


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