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    Mss2010 enus crm_01 Mss2010 enus crm_01 Document Transcript

    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case StudyCHAPTER 1: INTRODUCTION TO THE MICROSOFTDYNAMICS SURE STEP CASE STUDYObjectives The objectives are: • Review the essential components of Microsoft Dynamics® Sure Step. • Introduce the case study, its storyline, and the role you will play in the fictitious Microsoft Dynamics CRM implementation. • Identify the course material and supporting documents used throughout the case study.Introduction This chapter provides a brief introduction for this two day course, which begins by reviewing and summarizing some of the essential concepts of Microsoft Dynamics Sure Step. An understanding of Sure Step is a prerequisite for this course. This chapter also introduces the basic premise of the case study. Background information for the fictitious implementation project is provided, as well as the structure and types of exercises in the upcoming chapters. The general purpose of this case study is to reinforce project management skills according to Microsoft Dynamics Sure Step. Microsoft Official Training Materials for Microsoft Dynamics ® 1-1 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010Overview of the Microsoft Dynamics Sure Step Microsoft Dynamics Sure Step is a comprehensive implementation methodology. It provides prescriptive guidance, project management strategies, tools, and templates that Microsoft partners can use to implement Microsoft Dynamics products for their customers. Microsoft Dynamics Sure Step is designed to enable Microsoft Dynamics Partners to better serve their customers by helping reduce their total cost of ownership. Sure Step can be used for projects encompassing large, medium, and small end-to-end engagements as well as projects that are suitable for an agile development process. Sure Step can also be used for smaller engagements during the customers due diligence phase, or for review and optimization of their implementations. The methodology offers guidance on implementation and upgrades to projects, as well as on the diagnostic Decision Accelerator and optimization offerings. Guidance for industry, vertical and cross-industry solutions is also included. Flowchart diagrams within Microsoft Dynamics Sure Step point to tools and templates that are used in different phases, while the content provides detailed guidance on roles required to perform activities and proven best practices. The content tools, templates, and best practices of the methodology can help increase the quality and success of implementations. Microsoft Dynamics Sure Step provides content specific to the Microsoft Dynamics® ERP and CRM solution suite, including Microsoft Dynamics® AX, Microsoft Dynamics® CRM, Microsoft Dynamics® GP, Microsoft Dynamics® NAV, and Microsoft Dynamics® SL. The Microsoft Dynamics Sure Step model is based on the following seven key concepts: • Project Phases • Decision Accelerator Offerings • Project Types • Cross Phase Processes • Optimization Offerings • Project Management Library • Roles (Consulting and Customer)1-2 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case Study The following diagram represents the Microsoft Dynamics Sure Step model and the seven key areas: FIGURE 1.1 MICROSOFT DYNAMICS SURE STEP MODEL Microsoft Dynamics Sure Step also provides additional guidance for industry- specific solutions as well as cross-industry solutions like XRM. References to these solutions, including specific templates, can be found in all phases. NOTE: This course assumes that students have completed Course 80047-Using Microsoft Dynamics Sure Step, and are familiar with Microsoft Dynamics Sure Step concepts and terminology. Project Phases FIGURE 1.2 MICROSOFT DYNAMICS SURE STEP PROJECT PHASES Sure Step Methodology includes the following six phases: • Diagnostic • Analysis • Design Microsoft Official Training Materials for Microsoft Dynamics ® 1-3 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010 • Development • Deployment • Operation While Diagnostic is a pre-implementation phase, the Analysis through Operation phases represent the five phases of an implementation project. The Operation phase also encompasses post-implementation activities, in that it extends the project lifecycle beyond the implementation and into the Support stage. Each phase in Microsoft Dynamics Sure Step consists of a set of defined activities and tasks. The result of the work that is performed in an activity is usually documented in a deliverable that provides guidance and direction in later steps in the implementation process. Decision Accelerator Offerings Microsoft Dynamics Sure Step provides seven Decision Accelerator offerings, aligned to the Microsoft Solution Selling Process (MSSP). These abbreviated projects assist the customer in its decision-making process for an ERP or CRM solution. Sure Step Decision Accelerators bring great value to the due diligence and deployment process for Microsoft Dynamics products. They are short assessment packages designed to address common concerns or questions that customers have about Microsoft Dynamics. FIGURE 1.3 MICROSOFT DYNAMICS SURE STEP DECISION ACCELERATORS The seven Sure Step Decision Accelerators included in the Diagnostic phase are as follows. They are categorized by MSSP phase. Develop: • Requirements and Process Review: review current processes to determine the requirements for the future state. • Upgrade Assessment: review the current release of the Microsoft Dynamics solution to determine the best approach to upgrade to a subsequent release. o Includes Upgrade Assessment and Upgrade Readiness activities1-4 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case Study Solution: • Fit Gap and Solution Blueprint: determine the degree of fit with the Microsoft Dynamics solution, including XRM. • Architecture Assessment: confirm the architectural design for the Microsoft Dynamics solution. o Includes Architecture Assessment, Proof of Concept Benchmark and High Availability and Disaster Recovery activities • Scoping Assessment: estimate the high-level cost and resource plan to deploy the Microsoft Dynamics solution. Proof: • Proof of Concept: validate requirements with a customers sample data. • Business Case: prepare a business case for implementation of the Microsoft Dynamics solution, including XRM. Within these Decision Accelerators, templates and resources can be found to assist with the diagnostic processes for vertical-specific and cross-industry solutions like XRM. Project Types FIGURE 1.4 MICROSOFT DYNAMICS SURE STEP PROJECT TYPES Microsoft Dynamics Sure Step offers the following five project types: • The Standard project type is an approach for implementing Microsoft Dynamics solutions at a single site. This approach can also be used for multi-site organizations wherein the business objective is to develop unique solutions at each site. • The Enterprise project type represents a standardized approach for implementing Microsoft Dynamics solutions in a global/multi-site organization wherein country/site specific unique business needs must be factored into a core solution. • The Rapid project type depicts an accelerated approach for implementing Microsoft Dynamics solutions with minimal or no customizations. Microsoft Official Training Materials for Microsoft Dynamics ® 1-5 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010 • The Agile project type uses an iterative-type approach to development, with cyclical "Sprints" of design and development resulting in a collaborative and responsive solution development process. • The Upgrade project type describes the approach for taking an existing Microsoft Dynamics solution to a subsequent release of that solution. Cross Phase Processes A cross phase process is a group of related activities that span multiple implementation phases in a specific project scenario. When viewing activities by cross phase, dependencies are highlighted within the cross phase, as well as the interdependencies with the other cross phases. It is important to consider this relationship when performing individual activities. Understanding the relationship between the activities in a cross phase view clarifies the purpose of the individual activities and provides each Project Team Member a clear understanding of his or her role, responsibilities, requirements, and how he or she impacts other team members. FIGURE 1.5 MICROSOFT DYNAMICS SURE STEP CROSS PHASE PROCESSES Microsoft Dynamics Sure Step has nine key cross phase processes, which are further grouped into three areas. The Organization cross phase processes are as follows: • Program Management • Training • Business Process Analysis The Solution cross phase processes are as follows: • Requirements and Configuration • Custom Coding • Quality and Testing The Technology cross phase processes are as follows: • Infrastructure • Integration and Interfaces • Data Migration1-6 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case Study Each type of project will utilize combinations of these cross phase processes. Optimization Offerings The optimization offerings are used to perform thorough independent reviews of projects using both proactive and retrospective approaches. Microsoft Dynamics Sure Step provides the following seven umbrella optimization offerings which include a number of individual optimization offerings: • Architecture Review o Architecture Review o Reporting Strategy and Infrastructure o Advisory Services • Design Review o Design Review o Development Workshop o Reporting Design o Reporting Services Workshop o Migration Design • Customization Review o Customization Review o Test and Release Management o Admin Workshop o Migration Services • Performance Review o Performance Review o Performance Benchmark o Performance Workshop o Monitoring Deployment • Health Check o Health Check o Performance Tuning • Upgrade Review o Upgrade Review o Test Upgrade o Production Upgrade • Project Governance and Delivery Review o Lifecycle (Phase by Phase) Review o Project Closure Review Microsoft Official Training Materials for Microsoft Dynamics ® 1-7 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010 Project Management Library FIGURE 1.6 MICROSOFT DYNAMICS SURE STEP PROJECT MANAGEMENT LIBRARY The Project Management Library provides detailed information about typical activities initiated and conducted in Project Management. This section includes guidance on the following topics: • Project Management Discipline • Project Management Processes • Organization Change Management Discipline Project Management disciplines include: risk, scope, issue, time and cost, resource, communication, quality, procurement, and sales management. The Organization Change Management discipline includes the areas of executive and stakeholder engagement, organizational alignment and mobilization, communications, and training. Agile Project Management disciplines include areas specific to the Agile project cycle, including scope and communication management. The process view for Project Management differentiates between initiation and planning, execution and monitoring, and closing of projects. Ongoing Project Management activities like issue and communication management are mainly described under the Project Management section, whereas disciplines such as risk and scope management are entered from both the Project Management section and from the dedicated processes of the project phases. Activities from these disciplines are also referenced by the Program Management Cross Phase Processes Activities. Organization Change Management provides a blueprint of the overall Change Management approach for the project or program. The information presented in these activities will support the business and workforce transformation required to achieve the benefits, vision, and strategy in the customers business case and ensure alignment with the overall Business Strategy. The project plan for the corresponding project type outlines the activities, tasks, and milestones associated with executing this approach.1-8 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case Study Roles FIGURE 1.7 MICROSOFT DYNAMICS SURE STEP ROLES Many different job roles are typically involved in Microsoft Dynamics implementation projects. Microsoft Dynamics Sure Step identifies and provides guidance for the consulting and customer roles involved in specific phases, activities, and tasks in an implementation project.Introduction to the Case Study The remainder of the course focuses on the Project Management area of Microsoft Dynamics Sure Step. Guidance is provided through the different phases of an implementation project from a Project Managers viewpoint. Different activities are performed concerning initiation and planning, execution and monitoring, and closing of a project. IMPORTANT: For Microsoft Dynamics ERP implementations, please refer to Course 80119: Project Managing Microsoft Dynamics AX, Microsoft Dynamics GP, and Microsoft Dynamics NAV Implementations with Microsoft Dynamics Sure Step 2010. Course Outline The case study places you in the position of Project Manager with Trey Research, a fictitious Microsoft Dynamics CRM partner. You are in charge of implementing a Microsoft Dynamics CRM solution in an equally fictitious company called Tailspin Toys. This project is built to resemble a real-life implementation scenario. During the two days of this course, you will run through the entire project life cycle and corresponding activities. Because you are taking on the role of Project Manager, the purpose of the case studys exercises is to use your project management skills, not your knowledge of a specific product. However, a consultant friendly layer has been built into the case study; therefore, sufficient practical knowledge of implementing CRM solutions is a definite advantage in successfully completing the project. The chapters of the case study are built in a chronological order according to the different phases performed in a real-life implementation. Each chapter addresses a different set of Project Management activities and disciplines that accompany the phase. These chapters include the following: • Project Initiation and Planning in the Diagnostic Phase • Project Planning and Execution during the Analysis Phase Microsoft Official Training Materials for Microsoft Dynamics ® 1-9 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010 • Project Monitoring during the Design, Development, and Deployment Phases • Project Closing during the Deployment and Operation Phases Lessons and Labs Use the lessons and labs included in this course to guide you through the different project management activities and their corresponding deliverables. The instructor will provide a brief theoretical summary of the key Microsoft Dynamics Sure Step activities covered in each lesson. This will encourage discussions in the classroom which can assist in solving the exercises that are included in the labs. Labs can contain different types of exercises. Each lab provides a scenario that explains the situation you are confronted with as the Project Manager. The scenario guides you through the story of the implementation project and explains what activity or task is expected from you, and provides step by step instruction. In some cases, the task will involve completing, reviewing, or updating the Microsoft Dynamics Sure Step templates. In these cases, the questions in the instructions and additional documentation provide the knowledge necessary to complete Microsoft Dynamics Sure Step templates. An important part of these exercises is the focus on the content and use of Microsoft Dynamics Sure Step templates. For many templates, Microsoft Dynamics Sure Step includes a generic version along with versions that are specific to the various Microsoft Dynamics products. Since this case study concerns a Microsoft Dynamics CRM implementation, any template referenced in the case study that has a version tailored for Microsoft Dynamics CRM is used in the lab exercises; otherwise, the generic version of the template is used in its place. Because of the all-encompassing design of Microsoft Dynamics Sure Step, it is impossible to use all templates and review all project activities and tasks in this case study. The time available for this training does not permit such a review. This case study is designed to emphasize the key activities and key deliverables for each phase. Class Discussions A second type of lab included in this case study focuses more on class discussions and presentation skills. The purpose of these labs is as follows: • They may focus on the theoretical side of Microsoft Dynamics Sure Step so that you consider the different ways to use this theoretical knowledge in a real-life implementation. • They may be case study related and ask you to explain and support the choices made in the lab exercises.1-10 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case Study Actively participating in these discussions is a very important aspect of the case study. It adds the dimension of peer learning and enforces the knowledge learned during the training. A key aspect to remember during the class discussion labs is that no one is wrong. Project Management is not an exact science. Therefore, it is impossible to have only one correct answer or one correct solution to the case study tasks. Located in the back of each chapter are proposed solutions. These are model answers, not absolute answers. Scenario As a Project Manager for the Microsoft Dynamics CRM partner, Trey Research, you are in charge of implementing a Microsoft Dynamics CRM solution for the customer Tailspin Toys. Tailspin Toys specializes in the worldwide distribution of childrens toys. In the next chapter these two fictitious companies are introduced in more detail. As in a real-life implementation, you are introduced to a prospect through a sales representative, who already had several contacts with this potential customer and gathered some information for you. The case study is built in this chronological order and is represented on a project timeline which is available through the different chapters. Project Repository Microsoft Dynamics Sure Step not only provides templates to use to manage your projects in a uniform way, but it also provides a structure to organize and store all project documents and deliverables through the creation of projects in the Microsoft Dynamics Sure Step client. You can also create Sure Step projects in Microsoft SharePoint. Some advantages of creating projects in the Sure Step client are as follows: • Same hierarchy structure for all projects • Basis for archiving and knowledge management • Reduces time for the project start • Reduces ramp up time for resources The Project Repository contains all information and templates needed for the implementation with Tailspin Toys. When your project is created in the Microsoft Dynamics Sure Step Client, all the Sure Step templates and supporting documents are automatically copied to a Documents folder under your project. If you create project records for multiple projects in a real-life situation, each project has its own complete set of templates and documents. This design enables customization of the templates and documents for one implementation without infringing upon the templates and documents that you may customize for another implementation. Microsoft Official Training Materials for Microsoft Dynamics ® 1-11 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010 The Project Repository contains the following types of documents: • Input documents: these templates are already completed and are intended for informational purposes. It is necessary to carefully review these templates to answer the questions in the labs. • Output documents: these templates are made available, but for the purpose of this case, they are not yet (fully) completed. You will complete these documents based on the input documents and on the answers that you compile for the questions proposed in the labs - just as you would in a real-life project. Help It is not necessary to complete the case study by yourself. Seek help if you have questions regarding Microsoft Dynamics Sure Step or do not understand the exercises in the labs. Search through Sure Step to try to the find the answers yourself, or ask your instructor or fellow classmates for help. Interact and discuss as much as you need to and return the favor should a classmate ask for your help. In a case study workshop such as this, the greater the level of discussion between students and instructor, the greater the learning experience for everyone involved.1-12 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case StudyLab 1.1 - Create a Test Project In this lab you create a test project in Microsoft Dynamics Sure Step. This project is unrelated to the case study used in this course. The purpose of this exercise is to provide you with experience in creating a new project. Scenario There are two ways to create a project in Microsoft Dynamics Sure Step. The first is to create the project yourself, in which case Sure Step copies all of its templates and documents related to the selected product and project type into your target location (see the Preferences tab). This allows you to create a custom set of templates and documents for each project that you work on. Creating a project in this manner will be the focus of this lab. The second method of creating a project is by importing a zipped Microsoft Dynamics Sure Step project file that was created elsewhere. You will do this in the next lab. Step by Step Perform the following steps to create a test project: 1. In the Microsoft Dynamics Sure Step client, click on the Projects tab. 2. Select the Create New Project option. 3. The Microsoft Dynamics Sure Step Project Creation Wizard opens. 4. Click Next. 5. Complete each of the following required fields: a. For the Solution, select General. b. For the Product, select CRM. c. For the Engagement Type, select Implementation. d. For the Project name, enter Test Project. 6. Click Next. 7. For the Project Type, select Enterprise. 8. Click Next. 9. For the Project Mode, select Local project. 10. Click Next. 11. Click Next. 12. Once the creation wizard has completed, click Finish. 13. Click on the Project Documents tab to view the documents associated with this product and project type. Microsoft Official Training Materials for Microsoft Dynamics ® 1-13 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010Lab 1.2 - Import the Sure Step Project File for the Case Study In this lab you create a second project by importing a zipped Microsoft Dynamics Sure Step project file that was created for Tailspin Toys. This project includes all the custom templates and supporting documents used in the labs throughout the remainder of this course. The purpose of this exercise is twofold: it provides you with experience in importing a Microsoft Dynamics Sure Step project file, and it loads into your Microsoft Dynamics Sure Step installation all the custom documents required to complete this case study. Scenario You are working as a Project Manager at the IT company Trey Research. Trey Research is a Microsoft certified partner with a competency in Microsoft Dynamics CRM solutions. A new prospect is identified by Allison Brown, the Sales Representative for Trey Research. Allison conducted two meetings with this prospect, Tailspin Toys. Tailspin Toys plans to implement a Microsoft Dynamics CRM solution and is looking for the right partner to support this project. As part of her initial contact with the prospect, Allison created a Microsoft Dynamics Sure Step project titled Tailspin Toys CRM Project. She included the initial meeting agenda and notes, along with other customized documents for the project. To support your role as project manager for the Tailspin Toys implementation, Allison exported her Tailspin Toys project and sent it to you. Your first task with this project is to import the Tailspin Toys project file. IMPORTANT: Do not proceed to the next chapter if you cannot successfully import the Tailspin Toys project file. You must import this file to complete the labs in the rest of this course. Contact the instructor if you have problems importing the file. Step by Step Perform the following steps to import the Tailspin Toys project: 1. In the Microsoft Dynamics Sure Step client, click on the Projects tab and then the Project List. 2. Select the Import Project option.1-14 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case Study 3. In the location where you copied the zipped Sure Step project file provided by the instructor, select the file and click Open. 4. Once the project is imported, select the Project Documents tab to view the documents associated with this project. NOTE: Only the Sure Step documents associated with this case study are imported with this project. The project does not include all of the other standard Sure Step tools and templates. This was done from a training perspective to make it easier for students to quickly locate the documents requested by the case study. For the complete list of Sure Step documents, review the project documents for the Test Project created in Lab 1.1.1. Microsoft Official Training Materials for Microsoft Dynamics ® 1-15 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 2010Summary This chapter provides an introduction to Microsoft Dynamics Sure Step and the structure and goals for this case study. You have the opportunity to create a test project using the Microsoft Dynamics Sure Step client, as well as import the Tailspin Toys project that is used in the remainder of this course.1-16 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement
    • Chapter 1: Introduction to the Microsoft Dynamics Sure Step Case StudyQuick Interaction: Lessons Learned Take a moment and write down three key points you have learned from this chapter 1. 2. 3. Microsoft Official Training Materials for Microsoft Dynamics ® 1-17 Your use of this content is subject to your current services agreement
    • Project Managing Microsoft Dynamics® CRM Implementations withMicrosoft Dynamics Sure Step 20101-18 Microsoft Official Training Materials for Microsoft Dynamics ® Your use of this content is subject to your current services agreement