All during the Lync rollout process, you’ve been collecting feedback, monitoring usage and acceptance levels, and modifying procedures and resources as appropriate. Now is the time to consolidate feedback, report on success metrics, refine help desk procedures, and prepare to begin the entire process over again with a new group of users.

On this page
Getting Started
Best Practices
Microsoft Case Study

During this phase, collate data, and report on the success metrics you established during the planning phase. In addition, concentrate on your support effort, tracking trends and modifying procedures as necessary. For details, see the Follow-Up and Support tab of the Rollout and Adoption Workbook. 

Measure and Report on Success
The Lync Adoption and Training Kit provides a range of methods for measuring the success of each phase of your rollout, including feedback and survey forms, product-related games, and recommended Monitoring Server reports. Monitoring Server can capture call detail recording (CDR) and Quality of Experience (QoE) information, including data about file transfers, audio and video conversations, program sharing, remote assistance, meetings, and conferencing servers. For details about suggested metrics, see Microsoft IT Reporting Metrics. For details about using Monitoring Server reports, see Monitoring Server Reports.

Make Use of the Help Desk Resource
The help desk resource, Troubleshooting Clients, can be used as-is or quickly adapted to your own needs. It provides first-level help desk materials, featuring a script for opening a service call and identifying the user's issue, along with the information you need to resolve the problem. This resource also includes a description of client-side logging and diagnostic tools and links to online and downloadable resources. For details, see Troubleshooting Clients at the Lync Server TechNet Library.

A carefully planned training and support program is one of the eight most effective best practices for a successful Lync rollout. For details, see Top Eight Best Practices.

Others have found the following related best practices useful during the follow-up and support phase:

• Use a variety of metrics. For measurement and reporting, the best approach is to use a combination of objective and subjective measurement tools. Report your results in terms of the specific targets for user acceptance and satisfaction that you set during the planning and pilot phases. For details, see Microsoft IT Reporting Metrics.
• Provide your first-level help desk agents with troubleshooting resources. First-level help desk agents with very little training can use Troubleshooting Clients to identify user problems and provide users with potential solutions. For details, see Troubleshooting Clients at the Lync Server TechNet Library.

At regular intervals during the rollout, the Microsoft IT rollout and adoption team sent updates to senior management. The reports included selected user comments; measures, such as user satisfaction and the number of help desk calls; and Monitoring Server reports showing adoption and usage rates. Taken together, these metrics provided a snapshot of the health of the overall system.