Governance and the Social Enterprise James Hindes, The Standard, Director of Enterprise CRM Lou Fox, Blue Wolf Group, CTO James Burns, Salesforce.com, Director - Platform Agenda Introductions A Strategic Governance Framework for the Salesforce Platform The Standard’s Journey to Cloud Governance Q&A James Burns Company – Salesforce.com Role - Director – Platform Community Solution Advisors Salesforce experience - 18 months 30 years Enterprise Architecture and design Strategic Governance Framework The Standard’s Journey to Cloud Governance James Hindes – Director Enterprise CRM Lou Fox – CTO, Blue Wolfe James Burns Director – Platform Community Solution Advisors http://uk.linkedin.com/in/burnsjames CoE Drives Strategic Alignment and Ensures Value Change Control Basically to manage successful projects its needs 3 key ingredients: The correct Processes for the job at hand. The correct people. The use of the correct techniques for the job at hand. Traditional via Cloud Over the years many great IT projects have delivered successfully. With Cloud we can build on these processes and techniques. No need to reinvent them. The Single Org vs Multi Org Dilemma Decision Process Methodology Business Considerations Solution speed to market Flexibility and adaptability Frequency of change Predictability of delivery Regional, global user base Commonality of business process across the company Collaboration use cases Cross-application access across Salesforce applications to backend systems eg SAP Technical Considerations Data security level Sharing of data across Salesforce applications Record level access rights User profiles Business reporting requirements Salesforce Org level security and system administration complexity Common functionality between applications Do the applications need to share data Coding Standards Strategic Governance Framework

1. Governance and the Social
Enterprise
James Hindes, The Standard, Director of Enterprise CRM
Lou Fox, Blue Wolf Group, CTO
James Burns, Salesforce.com, Director - Platform

2. Agenda
•Introductions
•A Strategic Governance Framework for the Salesforce Platform
•The Standard’s Journey to Cloud Governance
•Q&A

3. All about James Burns
Company – Salesforce.com
Role - Director – Platform Community Solution Advisors
Salesforce experience - 18 month
30 years Enterprise Architecture and design

4. Strategic Governance Framework
Center of Excellence Change Control
Governance
Coding Standards Organization Planning

5. The Standard’s Journey
to Cloud Governance
James Hindes – Director Enterprise CRM
Lou Fox – CTO, Blue Wolfe

6. StanCorp's subsidiaries serve approximately 7.5 million
unique customers nationwide as of June 30, 2011, with
group and individual disability insurance, group life,
AD&D and dental insurance, retirement plans products
and services, individual annuities and investment advice.
James Hindes
Director Enterprise CRM

7. Partners with clients to help them become
Agile Enterprises
• 12 years of success with Salesforce
• 3000+ implementations
• Established Cloud Governance practice
Lou Fox
CTO
Cloud Governance & Bluewolf Beyond

8. Agenda
How did The Standard get here?
What is Cloud Governance?
Why is it important?
The Standard’s approach
Results

9. How did The Standard get here?

10. The Challenge: Premise vs. Cloud
Cloud Governance
Premise Governance:
System for decision
Resource scarcity making and execution
Portfolio Drive and measure growth
Provisioning and Resources across groups
Security
Controls Driven by Business
(in The Standard’s case)
Driven by IT
Process drives collaboration
Process can alienate
business

11. Cloud Governance
A framework to maintain
alignment between business
strategy and technical
evolution where the only
thing that should slow the
pace of releases is the
speed at which users can
adapt to change.

12. How we built and deployed our Governance structure
I. Director of CRM
II. Guiding Principles
III. Process Definition
IV. Decision Making
V. Execution
VI. Build & Release
VII. Change Management

13. Director of CRM
• New, influential position
• Reports to Business Leader
• Has IT background
• Owns budget for ongoing innovation
• Manages enterprise CRM roadmap
• Facilitates all Governance Boards
• Leverages IT resources

14. Examples - Guiding Principles
Modernization systems to make future innovations easiers
A culture of empathy pervading the support organization
Focus on speed with stability from macro to micro
Make decisions as low as possible in the organization

15. Our Model – What’s the process?
Super Sys Tech Release
User ? Decisions
User Admin Team
Business     
IT    
a b
our detailed process won’t help you
build yours to suit

16. Our Model - Who has the “D”?
Executive Steering • Roadmap (who, what, when)
Quality Team
• Cross Functional
Enhancements
Business System
Admins and
Sponsors
• Intra-Unit Enhancements
Director Enterprise
CRM • Decision Facilitation

17. Our Model – Who Executes?
• Certified admins: Configure, Sometimes Code
Business • Embedded, sometimes shared
• User Experience and Testing
• SIC IT + Bluewolf Beyond: Analyze / Configure /
Technical Team
Design / Code
Release
• Promotion through environments
Management
• Organizational Change Management
Adoption
• Adoption Strategy

18. Build & Release: Make Best Practices Come Alive
Automatic Regression Testing
Trace-ability
Builds and releases managed by non-developers

19. Results
We are deploying faster than ever
8 releases 5/20-9/14, now
monthly
User base is shocked, thrilled
People want to work on this
We are collaborating
Culturally challenging
Keep working together
Keep thinking across lines

20. Lessons Learned
Manage adoption to the governance model
New roles, resource commitments, doubters
If you distribute load across the company:
Ensure resource commitments
Keep senior technical people focused on senior work
Make decisions as low as possible in the organization
Adjust, Adjust, Adjust
Broadcast success

21. James Hindes Lou Fox James Burns
The Standard Blue Wolf Salesforce

23. James Burns
Director – Platform
Community Solution Advisors
http://uk.linkedin.com/in/burnsjames

24. CoE Drives Strategic Alignment and Ensures Value
1 2 3 4
People Processes Knowledge Technology
CoEs drive the execution of processes
by which organizations identify, prioritize, assign,
execute and communicate while optimally leveraging
people, processes, knowledge, and technology.

25. Change Control
Basically to manage successful projects its needs 3 key
ingredients:
 The correct Processes for the job at hand.
 The correct people.
 The use of the correct techniques for the job at hand.

26. Traditional via Cloud
• Over the years many great
IT projects have delivered
successfully.
• With Cloud we can build on
these processes and
techniques.
• No need to reinvent them.

27. The Single Org vs Multi Org Dilemma
Do I deploy my applications within a single instance
of Salesforce or create separate instances?

28. Decision Process Methodology
Business Considerations Technical Considerations
• Solution speed to market • Data security level
• Flexibility and adaptability • Sharing of data across Salesforce
• Frequency of change applications
• Predictability of delivery • Record level access rights
• Regional, global user base • User profiles
• Commonality of business process across the • Business reporting requirements
company • Salesforce Org level security and system
• Collaboration use cases administration complexity
• Cross-application access across Salesforce • Common functionality between applications
applications to backend systems eg SAP • Do the applications need to share data

29. Coding Standards
Apex VisualForce Triggers Exception
Handling

30. Strategic Governance Framework
Lightweight Not expensive
Governance
Reduces risk Increases agility