Service Industries: Syncing Evolving Market Needs with Solution Development

Elliott IchimuraGlobal Service Industries Dir.Microsoft Corporation

CSAX35

Ted KempfUS Service Industries Dir.Microsoft Corporation

Sean GalliherDynamics Industry ArchitectMicrosoft Corporation

Agenda

Service Industries shared priorities Evolution into the Cloud Interoperability here and now Takeaways Q&A

• Accounting• Consulting • Legal• IT Services• Outsourced, Managed,

and Data Services• Staffing

• Architecture & Engineering• Construction• Specialty Trade Contractors• Commercial Real Estate and

Property Management

• Advertising• Broadcast & Cable• Film• Music• Publishing• Sports

Service IndustriesTalent-driven, project-centric and intellectual capital intensive services

ProfessionalServices

AEC andReal Estate

Media andEntertainment

PerformanceManagement

Backlog Time Capture Realization Days Sales Outstanding Overhead ratios Margin by Project Type A/R Collections with

DSO and Write-Offs Billing Accuracy

Aging Conversion Rates Client Referrals Client Retention New Client Acquisition Forecast Accuracy Complaint Call Tracking

Project ETA/EAC Accuracy Rework/Total Cost Ratio Capacity Planning Tools/Methodology Usage Delivery Quality, Timeliness SLA Compliance Executive Project

Review Sessions

Utilization Target Chargeability Multiplier Staff Retention Time-to-Hire Time-to-Productivity Project Appeal

ClientRelationships

GlobalResources

ServiceDelivery

FinancialResults

Services Firm Shared Priorities

PC Browser Phone

Aligning Solutions to Industry Needs

KnowledgeManagement

Relationships | Interactions | Processes | Insights

Intellectual Capital | Talent | Methodology | Results

ProfessionalDevelopment

ServiceDelivery

FirmAdministration

PracticeDevelopment

MarketingEffectiveness

SalesProductivity

ClientResponsiveness

PracticeDevelopment

Competency ManagementCareer Management

MySite IntegrationCapacity Planning

Learning ManagementSubcontractor Management

Project ManagementResource Scheduling

Planning, Budgeting & Billing

Change Order Management

Time & Expense Reporting

Revenue & Cost Accounting

Equipment ManagementService ManagementField Service Delivery

Crew SchedulingSLA Monitoring

Management DashboardsFirm & Practice ReportingBudgeting & ForecastingGL / AR / AP / TaxTreasury & BankingVendor ManagementRecruiting LifecyclePerformance ManagementCompensation ManagementSuccession Planning

Campaign ManagementContact ManagementOpportunity ManagementProject EstimationProposal ManagementSocial ComputingBid/Tender/Contract Management

Evolving Beyond Product

Service Delivery

Project Controls

Customer Care

Project Expense

Practice Management

Firm Administration

Finance HRBudget Formulation

Practice Development

Client Relationships

Marketing Automation

Sales Force Automation

Knowledge Management

Professional Development

HCM SRM

Industry- and Vertical-Specific AnalyticsContextual and Actionable Insight

Proactive Situation-Appropriate Execution

PracticeDevelopment

Identify new opportunities via improved insight into understanding of the client

Coordinate firm-wide approach to client and pipeline management

Connect professionals across time zones and geographies into client pursuits

Differentiate the firm by showcasing firm capabilities and proven ability to deliver

Practice Development

Practice Development

DEMO

Where have we done a similar project?

Who worked on the project?

Are they available to discuss?

ServiceDelivery

Service Delivery

Provide a common workspace with access to current information

Accelerate delivery by connecting people, process and project information

Reduce project risk by providing common methodologies and project tools

Enable rich collaboration across time zones and geographies

Service Delivery

DEMO

Don’t rebuild the wheel

Collaborate in consistent ways

Integrated-by-design to use familiar tools

Everything you need in one place

Connect with Outlook for maximum adoption

FirmAdministration

Firm Administration

Streamline business operations across geographies and functions

Combine operational and financial insights to inform strategy and drive decision-making

Deliver consolidated, secure and easy-to-use reporting on business and projects

Accelerate decision-making by connecting information with front-line practitioners

Firm AdministrationDEMO

Project time and insight on the go

Performance Management

Relationships | Interactions | Processes | Insights

Intellectual Capital | Talent | Methodology | Results

Rich visual insights (forthcoming)

More actionable information (forthcoming)

Application Lifecycle Management

Application Life Cycle Management

Microsoft Dynamics AX 2012 Advantage

• System center Operation Manager (SCOM) integration• Unified IT management experience

• Troubleshoot problems faster

• Gain visibility into IT environment

• Intelligent Data Management Framework (IDMF) - Make sizing decisions based on data

• Extensive Tools for Performance

Streamline IT processes by simplifying management of your ERP solution at every stage of the life cycle.

Best of Both

Takeaways

Business Needs Rule Interoperability = Flexibility Commitment to Simplicity People Make Decisions

Information Knowledge People + Process + Data Actionable Insight

Embodied in Workloads Designed together Deployed independently

Integrated Suite

Best of Breed

Next StepsKey Actions, Resources and Convergence-Related Sessions/Activities

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Save the date May 3rd, 2012

Registration information on following slide

Service Industries Virtual Summit

How Are Services Organizations Getting the Most Out of Microsoft

Dynamics AX?

IDAX17 (T 5:00 to 6:00)

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© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to

be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.