SupportWorld, Jan/Feb 2013

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Make Windows 8 a Win for IT and for the Enterprise In the very near future, Windows 8 will likely play a major role in the computing and mobility strategies of many enterprises. There's a real opportunity here for IT organizations to be at the forefront of this next wave of technology change. The more proactive IT can be in effectively managing the consideration and rollout of Windows 8 within the enterprise, the more value the company will realize from this new technology. Windows 8 "showcase" sessions so employees can see the new devices and interface firsthand. 5.Develop a Comprehensive, End-to-End Plan Here is a list of things to keep in mind as you develop your Windows 8 plan: 1.Establish IT in a Strategic Leadership Role Consumerization and BYOD have put IT in "react mode," leaving IT to adapt to users' behavior rather than influence their choices. Turn this around with a proactive, customer-focused mindset and send a clear signal that you have anticipated business-user requirements and are ready to provide the solutions they need. 6.Budget for the Big Picture 2.Put the Business User's Needs Front and Center Rather than speculate about what users need and how they will react to the new system, form a pilot group of mobile and desktop workers to gather input firsthand. This will enable you to gauge their needs and responses as well as anticipate challenges that might surface in a larger corporate rollout. Once you've outlined your plan, develop a budget that includes everything from hardware costs and communications-related activities to training, tools, and support. With a well-rationalized plan, informed by a cross-functional task team and pilot program, management will be more likely to approve the incremental budget increases that will allow you to execute a successful deployment. 7.Maintain an Open Feedback Loop with Users 3.Establish Priority and Align Key Resources Keep to a broad view of the initiative, not just individual pieces as parts. Build your plan to cover the initiative from the input and testing phases at the front end through to ensuring user proficiency and satisfaction on the back end. The success of a Windows 8 deployment hinges not only on the hardware and technical aspects but also on IT's ability to anticipate and address user challenges. Define and position your Windows 8 effort as a major initiative for the company. Engage and involve the highest levels of IT leadership as well as key executive sponsors from other areas of the business (for input and support), and recruit a cross-functional task team to help inform and drive the initiative. As users progress through the learning curve and become more familiar with Windows 8, they will continue to discover new functionalities and new ways of working. The same user-centric approach to ongoing support and education can help organizations realize the maximum value from their investment in Windows 8. Be sure to continue soliciting feedback from the first groups of users, as this will help you continuously refine your deployment actions. 4.Communicate the Initiative and Make a Splash! Generate excitement and buy-in for the initiative with a high-visibility internal communications campaign that highlights the new capabilities of Windows 8 and underscores how IT is working to provide users with advanced solutions for their needs. Consider holding on-site or online | A Professional Journal for the Technical Service and Support Community 41

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