Contents
Document Overview ............................................................................................................................. 3
Document Purpose.............................................................................................................................................................. 3
Intended Audience .............................................................................................................................................................. 3
Document Structure............................................................................................................................................................ 3
UC BVA Background and Overview ..................................................................................................... 4
UC BVA Background ........................................................................................................................................................... 4
Customer Benefits ................................................................................................................................................................................ 4
Partner Benefits ..................................................................................................................................................................................... 4
Process Overview ................................................................................................................................................................. 5
Qualify .................................................................................................................................................... 6
Phase Description ................................................................................................................................................................ 6
Expected Outcomes ............................................................................................................................................................ 6
Process ..................................................................................................................................................................................... 6
Discover ................................................................................................................................................ 10
Phase Description .............................................................................................................................................................. 10
Expected Outcomes .......................................................................................................................................................... 10
Process ................................................................................................................................................................................... 10
Best Practices for Successful Interviews ..................................................................................................................... 14
Analyze ................................................................................................................................................. 15
Phase Description .............................................................................................................................................................. 15
Expected Outcomes .......................................................................................................................................................... 15
Process ................................................................................................................................................................................... 15
Finalize.................................................................................................................................................. 17
Phase Description .............................................................................................................................................................. 17
Expected Outcomes .......................................................................................................................................................... 17
Process ................................................................................................................................................................................... 17
Appendix A .......................................................................................................................................... 19
Frequently Asked Questions: UC BVA Tool Kit........................................................................................................ 19
Appendix B .......................................................................................................................................... 21
Process Flow Chart ............................................................................................................................................................ 21
Appendix C........................................................................................................................................... 22
Opportunity Qualification Checklist............................................................................................................................ 22
2
Document Overview
Document Purpose
The UC BVA User Guide is a comprehensive handbook for conducting a Unified Communications
business value assessment (UC BVA). This document will prepare a user for the UC BVA process and
will introduce the accompanying documents included in the UC BVA Tool Kit.
Intended Audience
This user guide is intended for current Microsoft® partners who are interested in or are planning to
conduct a UC BVA. This user guide will most benefit partners who:

Are familiar with Microsoft technologies

Have a background in Information Technology (IT) sales and marketing

Are comfortable presenting to decision makers outside a company’s IT department
Document Structure
This document first provides background and an overview of the UC BVA process. It then provides a
detailed look at each phase in the process. Finally, the appendices provide additional information
about the UC BVA Tool Kit: Appendix A addresses frequently asked questions about the Tool Kit;
Appendix B shows the Tool Kit’s Process Flow Chart; and Appendix C includes the Tool Kit’s
Opportunity Qualification Checklist. All other documents in the UC BVA Tool Kit can be accessed at
https://partner.microsoft.com/global/40118464.
3
UC BVA Background and Overview
UC BVA Background
Business Value Assessment Services from Microsoft comprise a new initiative to help you identify and
unlock the business value of Unified Communications (UC) solutions for customers. Through a proven,
structured process, you can work with customers to solve business problems using UC technologies.
This business value assessment process can help customers realize a greater return on their UC
technology investments and allow you to broaden their reach, benefitting both the customer and the
partner.
Customer Benefits

Gain better understanding of hidden costs and complexity

Improve efficiency and effectiveness of business processes using UC solutions

Achieve better alignment between business value and technical solution

Gain access to financial metrics and a business value analysis conducted by a third party to
help prioritize IT projects
Partner Benefits

Drive sales by expanding current projects or selling subsequent products and services

Improve customer satisfaction and trust by helping customers understand how to get the
most from their Microsoft technology investments, leading them to call on you for future
needs

Create access to top-level sponsors (for example, Chief Executive Officer, Chief Technology
Officer, and Chief Information Officer)
Microsoft has developed business process-based content, interview/discovery guides, and detailed
presentation materials to make it easier for you to successfully engage with customers. This document
continually references this content.
4
Process Overview
The UC BVA process begins with an introductory section and continues with four engagement phases
(Figure 1). Learning the UC BVA process and being able to use the materials provided in the UC BVA
Tool Kit is the first phase. The four UC BVA execution phases are Qualify, Discover, Analyze, and
Finalize.
Figure 1: BVA engagement phases
Qualify—In the Qualify phase, you will identify potential customers for the UC BVA.
Discover—In the Discover phase, you will begin the engagement with the customer and collect the
data needed for the final analysis.
Analyze—In the Analyze phase, you will enter the collected data in the UC Business Value (BV) Tool
and create the financial analysis.
Finalize—In the Finalize phase, you will create the final deliverables and present to the Executive
Sponsor and Champion.
5
Qualify
Phase Description
The Qualify phase of the UC BVA process helps you to determine which customers you should
approach with the offering. This phase will take your customers through your sales pipeline,
determine what representatives of the customers’ organizations you should approach, and help you
present the offering to them.
Expected Outcomes

Determine qualified customers to approach about UC BVA

Gain approval from customer Champion to conduct UC BVA
Process
1. Create List of Target Customers—When building a list of potential customers for the UC
BVA, begin by focusing on your current customer base. Refine your list to the customers you
want to initially target by considering:

Customers you have recently worked with

Customers who are looking to reduce operational expenses (for example, e-mail,
conference, or voice)

Customers who need to upgrade their private branch exchange systems (PBXs)

Customers who are growing, moving, or merging
2. Complete Opportunity Qualification Checklist for Target Customers—This user guide
provides an Opportunity Qualification Checklist—a set of qualifying questions to help you
choose which customers you should first approach about conducting a UC BVA. Complete this
checklist and examine the answers before contacting the customer. You can continually
update the checklist as you move the customer through the sales cycle.
Resources and Tools

Opportunity Qualification Checklist
3. Prioritize List of Customers—Based on the answers to the questions in the Opportunity
Qualification Checklist, create a short list of the customers who have the most positive
responses to the questions. This will focus your efforts on the opportunities that have the best
chance for success.
6
4. Determine Customer Champion to Contact—To successfully complete the UC BVA, you
must understand who you will work with at the customer’s organization. Throughout the UC
BVA documentation, you will see the following roles:
Role
Description
Executive Sponsor
CXO to VP level who will review the output of the UC BVA and has
budget authority to approve implementing its recommendations
Champion
VP to Director level who has sufficient access to parts of the business
and the ability to fund the UC BVA engagement
Customer Project
Lead
Manager level who can provide logistical support to execute the UC
BVA
5. Contact Customer Champion with UC BVA Opportunity—Contact the customer Champion
and let him or her know that you would like to meet to discuss the UC BVA. The UC BVA Tool
Kit provides an Engagement Datasheet, which you can include in an e-mail or leave with the
Champion in a face-to-face meeting.
Resources and Tools

Engagement Datasheet

E-mail Invitation Template
6. Research Information on the Company—Once you have established the customer’s interest
in a UC BVA, research the customer’s company. By researching the company, you can tailor
the UC BVA to the customer’s situation and help the Champion understand the value the
company will receive. Common sources of information include press releases, current annual
reports, and quarterly earnings reports:
Source
Description
Action
Press
Release
“First Bank has announced the acquisition
of Second Bank and its 320 branches.”
Explore the opportunity to use UC
to modernize and incorporate the
acquired branches.
Annual
Report
“Wide World Importers will continue to
make investments and implement its
environmental sustainability program for
the coming fiscal year.”
Emphasize the reduced travel and
carbon offset from using UC.
Quarterly
Earnings
“Current market conditions will force
Graphic Design Institute to reduce
headcount in non-core support roles.”
Discuss how the company can
reduce support costs for legacy
e-mail by moving to Microsoft
Exchange.
Report
7
7. Prepare Sales Presentation—The UC BVA Tool Kit contains a Sales Presentation—a template
you can use to present the UC BVA to the customer. With this presentation, you can educate
the customer on the process and gain their commitment to conduct a UC BVA. When
preparing the presentation, use the information you gathered on the company.
8. Conduct Customer Meeting—In your one-hour meeting with the customer Champion,
present the UC BVA Sales Presentation to achieve the following goals:

Educate the customer on the UC BVA offering

Discuss scenarios that could best fit the customer’s needs (for example, All-up Platform,
Voice, Conferencing, E-mail)

Describe the scope of the engagement and set expectations for timing and deliverables

Assign the roles of Executive Sponsor and customer Project Lead

Gain acceptance to follow up with a proposal to fund the UC BVA engagement
Resources and Tools

Sales Presentation
9. Create Proposal for UC BVA—Once you have met with the customer and presented the UC
BVA offering, create a proposal for the customer using a Statement of Work (SOW). The SOW
will detail the start date, duration, assumptions, deliverables, and cost of the UC BVA.
Resources and Tools

SOW Template
8
When you are seeking the customer’s approval to proceed with the UC BVA, the customer may have
questions or objections. Below is a list of common objections and some responses to help resolve
them:
Objection
Response
Shouldn’t this be free?
The results of the UC BVA provide a detailed analysis of your
current cost structure and provide value to your organization.
Won’t the results be
biased towards Microsoft?
You, the customer, provide the data for the UC BVA. We
present all assumptions, calculations, and results to you for
review and validation.
How can we be sure that
return on investment (ROI)
results will come to
fruition?
As a partner, our task is to work with you to explore your UC
options and to see your decision through to implementation.
Because of that, we are motivated to ensure that what we
promise in the results of the UC BVA will be deployed.
Can you really get a good
analysis of our company in
40 hours?
The BVA process has been used with great success at multiple
companies of various sizes and industries. To fit into the time
period, we may need to restrict the scope of the BVA to a
division or business unit and then extrapolate the benefits to
the full company.
I can’t dedicate this much
time to the BVA.
With the BVA process, we can interview a smaller subset of
users and use industry standards and assumptions in place of
the rest.
9
Discover
Phase Description
As part of the UC BVA process, the Discover phase is designed to be 12 to 14 hours and is focused on
gathering information from the customer stakeholders to develop your findings for the final
presentation.
Expected Outcomes

Select UC BVA focus area

Collect customer data through interviews
Process
1. Contact Champion to Schedule Kickoff Meeting—Once the Champion agrees to conduct a
UC BVA, schedule the kickoff meeting and identify participants and a point person to act as
the day-to-day contact. The point person is often a customer Project Lead; that is, someone
whom the customer Champion has assigned as project leader (for example, an IT manager or
business manager). Schedule an introductory meeting or phone call with the point person to
determine expectations and explain the steps of the UC BVA process.
To facilitate the UC BVA discovery process, both you and the Champion should identify
participants for the kickoff meeting and the discovery interviews that follow. These
participants will help you collect data, identify and document problems, design solutions, and
plan for adoption and implementation of the UC BVA. The participants in the discovery
meetings can also provide feedback for the UC BVA deliverables. The customer Champion
should recruit four to eight people as interviewees, who can be end users, IT personnel, lineof-business (LOB) managers, and IT/LOB executives. Ideal interviewees:

Should know the areas, technologies, and processes under review and the associated
problems, costs, and design

Can serve as a sample of people to test the solution

Can serve as advocates of the proposed solution

Can encourage stakeholders to support implementation
10
2. Have Customer Complete the Pre-Engagement Questionnaire—The Pre-Engagement
Questionnaire provides you with foundational information that can help to ensure the
interviews and discovery process run as efficiently as possible. You can use four scenarios to
assess the business value of Microsoft Unified Communications. The Pre-Engagement
Questionnaire will highlight what scenario delivers maximum return, best aligns with the
Microsoft UC capabilities, and best addresses the customer’s issues and desired future state.
Scenario
All-up Platform
(Modules 2–5)
Messaging
(Module 6)
Conferencing
(Module 7)
Customer
Benefits
Early in their evaluation of UC
Reduce TCO
Seeking value opportunities in
several areas of the business
Improve business processes
Looking to upgrade their Microsoft
Exchange system
Reduce cost of third-party
solutions
Using legacy e-mail systems such
as IBM Lotus Notes
Reduce impact of down time
Looking to reduce high travel costs
Reduce travel and training costs
Beginning green initiatives to
reduce carbon emissions
Reduce audio conferencing
charges
Enable telework
Reduce carbon emissions
Voice
(Module 8)
Wanting to upgrade from their
legacy PBX system
Looking for a solution for many
locations or branches
Reduce telephony provider costs
Consolidate and centralize
hardware
Reduce management and
maintenance costs
Additionally, the Pre-Engagement Questionnaire identifies potential interview candidates and
ensures alignment between the Executive Sponsor’s objectives and those of the Project Lead.
Resources and Tools

Pre-Engagement Questionnaire
11
3. Prepare for Kickoff Meeting—To prepare for the kickoff meeting, research the customer and
the customer’s industry. This preparation will increase the value you can provide to the
customer and decrease ramp-up time required during the interviews. When researching a
customer, consider the following areas:

Company profile, product and services lines, history

Recent press and press releases

Current leadership and any recent leadership changes

Current and projected financial position

Company market positioning

Potential strengths and weaknesses

Industry trends, forecasts, analyses

Company market and industry competitors

Recent mergers and acquisitions

Recent or ongoing regulatory pressure
You may find this information by searching publically available sources, including the
company’s Web site, business news publications (for example, Wall Street Journal), the
company’s Security and Exchange Commission filings (if applicable), and research publications
(for example, Gartner Group, Forrester Research, Inc.).
In addition, you may interview your customer’s solution partners. Solution partners are any
potential vendors or solution providers that do not represent a competitive threat (for
example, IT outsourcing partners, contact center vendors, IT hardware and software vendors).
Conducting interviews with potential partners may provide the following:

Additional information about the customer or environment that the customer may have
omitted

Opportunities for formal or informal partnerships

Insight into potential areas of overlap or competition

Better position within the customer account
12
4. Conduct Kickoff Meeting—Before interviewing, meet with the customer Champion,
Executive Sponsor, and discovery interviewees for a 60- to 90-minute kickoff meeting. In this
meeting, describe the format and logistics, answer any questions, and gather supporting
materials for the analysis (for example, architecture documentation, list of sites, process
documentation). The primary goals for the kickoff meeting are:

Discuss the challenges and initiatives in the Pre-Engagement Questionnaire

Set customer expectations for the interviews and discovery process

Agree on roles, responsibilities, and timeline for both your organization and the customer

Discuss and plan discovery meeting logistics
Resources and Tools

Kickoff Presentation Template
5. Schedule Discovery Meetings—To ensure an efficient discovery process, you and your
customer should:

Schedule and confirm discovery interviews

Forward the Discovery Questions document to the interviewees and ask them to review
and complete it prior to the interviews

Ensure the availability of the conference rooms and work space

Determine access to network, printers, documents, projectors, and other tools

Arrange physical access to customer facilities
6. Conduct Discovery Meetings—The
interviews are the focus of the Discover phase
Best Practice—Approach the interviews as
of the UC BVA. Through interviews, you will
conversations; this will put the interviewees at
ease and help them provide information.
work with the customer to better understand
their existing processes, workflows, technology
investments, costs, and design. To implement
the solution, the UC BVA should include a current state analysis, a future state analysis, a
business case, recommendations for adoption and implementation, and a proposal for
subsequent solution engagement work.
13
Best Practices for Successful Interviews
To maximize the effectiveness of the interviews and discovery process, you may incorporate the
following best practices:

Conduct interviews in person when possible

If possible, include at least one person to take notes while you meet with the customer

Limit each interview to 60 minutes

Allow 30 to 60 minutes between interviews to summarize notes

Provide an agenda to the interviewees

Explain that these are not technical interviews

Inform your customer that you may estimate data as long as you and the customer agree the
information is “reasonable and conservative”

Collect data from a representative cross-section of marketing, sales, human resources,
operations, finance, IT, legal, and so forth

Use the Discovery Questions to collect data

Collect simple metrics that you can convert into a business case

Collect as much information as possible to ensure you receive timely data and reduce the
need for follow-up interviews
Resources and Tools

Discovery Questions
14
Analyze
Phase Description
Once you have completed the Discover phase, you can move to the Analyze phase. In the Analyze
phase, you synthesize the information you gathered from the interviews into an analysis that the
customer can use to make decisions about a Unified Communications strategy.
Expected Outcomes

Complete the analysis
Process
1. Compile Discovery Data—The first step in the Analyze phase is to review the data you have
collected. By reviewing the data, you can confirm that you understand the information and
have everything you need for the analysis. If you were unable to collect some of the
information, you may need to make assumptions. Track your assumptions so you can later
adjust the values and review them with the customer Champion.
Financial Definitions
Total Cost of Ownership (TCO)—Total cost of ownership is a financial measurement of the total cost of a
piece of technology, including direct and indirect costs such as hardware, software, support, and
maintenance.
Return on Investment (ROI)—Return on investment is a measurement of cash flow gained or lost based on
an initial investment for a certain time period. The ROI is represented as a percentage. A positive ROI means
that the UC investment is returning value in excess of the initial investment.
Net Present Value (NPV)—Net present value is the sum of cash flows that an investment will deliver
discounted by the time that it will take to receive them. The NPV is represented by a dollar amount that
should be a positive number for investments that add value to a firm.
Discount Rate—The discount rate is the rate at which a company can borrow money to finance
investments. It is used to calculate NPV. Most companies employ a standard discount rate of 8 to 15
percent.
Payback Duration—Payback duration is the time required for an investment to produce cash flows that
equal the initial investment. Companies usually seek 12- to 18-month payback durations.
Capital Expenditures (CapEx)—Capital expenditures are those that a company makes on tangible items
(fixed assets) that generate benefit to the company, such as software, equipment, and computer hardware.
Operational Expenditures (OpEx)—Operational expenditures are those on services and consumables such
as consulting, salaries, and monthly licensing fees. Companies are usually willing to make additional CapEx
(for example, software upgrades) if they can show a greater reduction in OpEx (for example, support
salaries).
15
2. Import Data into Business Value Tool—The Business Value (BV) Tool allows you to import
the customer data captured in the discovery questions to calculate the data needed for the
final presentation.
3. Calculate Financial Data—The BV Tool will create both a return on investment (ROI)
calculation and a total cost of ownership (TCO) calculation based on the data that have been
imported. These figures will be entered into the final presentation.
4. Refine and Adjust the Data—As you examine the output of the BV Tool, you may encounter
one of the following scenarios:

Some of your results may show a negative ROI or increased TCO for the future state you
recommend. If this is the case, review your assumptions and ensure you are accurately
reporting the customer’s current costs. Include costs for all components and associated
hardware, software, support, and maintenance.

Your results may show a negative ROI if you understate the benefits of the future solution.
Review your data and assumptions. If your results continue to show a negative ROI after
you review your data, select a different scenario for the customer. This may require you to
go back and capture additional data to calculate a new set of benefits for the customer.

Once you enter the data into the BV Tool and calculate the preliminary results, your
numbers may come out too positive. In this case, the customer may not believe the results
because they seem overly optimistic. Re-evaluate the assumptions and look for those that
you can make more conservative to reduce the ROI and benefits that are calculated.
Document these adjustments and review them with the customer Champion, showing that
you have worked to keep the financial metrics realistic.
Resources and Tools

BV Tool
5. Create a Draft of the Final Presentation—Using the Findings Presentation Template,
customize and complete the data required for the final presentation. The template explains
where you should put information from the BV Tool and how to customize the slide deck for
an effective final presentation.
Resources and Tools

Findings Presentation Template
6. Review Draft with Customer Champion—Review the draft with the Champion before
delivering the presentation to the customer. The Champion can help to validate your
assumptions and avoid any controversial recommendations in the final presentation.
16
Finalize
Phase Description
In the Finalize phase of the UC BVA, you will present your findings to the customer and confirm their
understanding and acceptance of the data. The goal of this phase is to establish your next steps with
the customer and to validate the value of the UC BVA engagement.
Expected Outcomes

Complete the UC BVA engagement

Discuss next steps for follow-on work

Additional discovery

Architectural design session (ADC)

Proof of concept

Sale of UC software and services
Process
1. Make Final Changes—Based on your review with the customer Champion, you may need to
change elements of the final presentation. Using the templates in the BV Tool, complete the
following steps:

Align benefits to customer initiatives—Review the original pre-engagement goals,
challenges, and initiatives and ensure that your proposed solutions relate

Add quotes from customer interviews—Add context to the report by providing supporting
data and quotes from your interviews

Expand on next steps—Explain to the customer how to validate and adopt the steps you
propose
2. Schedule Final Meeting with Customer—Once you have delivered the final presentation
and the customer Champion has vetted it, schedule a final review session. The Executive
Sponsor, customer Champion, customer Project Lead, and any additional stakeholders
(including the customer interviewees) should attend this session.
17
3. Present UC BVA Findings—In a two-hour meeting, present the results of the UC BVA to the
Executive Sponsor, Champion, Project Lead, and other stakeholders. Be prepared to cite
sources for your information (including the discovery questions) to support your presentation.
Resources and Tools

Findings Presentation Template
4. Follow Up on Next Steps—Revealing the value of moving to Microsoft UC is only the start.
To conclude the UC BVA, schedule a meeting with the customer Champion to adopt the
recommendations of the UC BVA.
18
Appendix A
Frequently Asked Questions:
Microsoft Unified Communications Business Value Assessment Tool Kit
1. What is the UC BVA Tool Kit?
The Unified Communications Business Value Assessment (UC BVA) Tool Kit is a set of tools and
resources designed for the Microsoft field and partners. Using the UC BVA Tool Kit, you can
show customers and their business decision makers (BDMs) how to document, analyze,
optimize, justify, sequence, and propose a plan to improve their business by using Microsoft
UC technologies. We provide a reliable, repeatable process that you can use to conduct fiveday engagements to help customers understand the business value they can receive by
moving to the Microsoft UC Platform.
2. What is included in the UC BVA Tool Kit?

Learn
 Training Modules
 User Guide
 Process Flow Chart (see page 21, below)

Qualify
 Opportunity Qualification Checklist (see page 22, below)
 Engagement Datasheet
 E-mail Invitation Template
 Sales Presentation
 SOW Template

Discover
 Pre-Engagement Questionnaire
 Kickoff Presentation Template
 Discovery Questions

Analyze
 BV Tool

Finalize
 Findings Presentation Template
19
3. How does the UC BVA benefit partners?
The UC BVA provides several benefits to partners:

A structured engagement process that is deliverable worldwide—Use the UC BVA to
identify the scope of the engagement and to generate more service engagements:
 Improve business processes
 Effectively identify and license service engagements
 Gain direct access to BDMs and line-of-business (LOB) managers across a customer’s
organization, driving future consulting engagements
 Make engagements highly repeatable, lowering the cost of sales and delivery

Compensation from Microsoft to deliver UC BVA Tool Kit services—Provide customers with
planning services at a reduced rate as a sample of your work:
 Benefit from compensation available from Microsoft for customers with Software
Assurance benefits through the Exchange Deployment Planning Service (EDPS)
 Establish new, or deepen existing, business relationships
 Reduce the risk and cost of business development

Marketing opportunities with the UC BVA Tool Kit—As a qualified partner, you can build
and introduce services to the customer:
 Help to identify additional opportunities
 Broaden exposure throughout a customer’s organization
 Open doors across an organization beyond the IT Department, elevating you to
trusted advisor status within the customer account
20
Appendix B
Process Flow Chart
The UC BVA Process Flow Chart provides a detailed overview of the engagement, including steps to
be followed and timeline.
21
Appendix C
Opportunity Qualification Checklist
The Opportunity Qualification Checklist can help you determine which of your existing customers you
should first approach with the UC BVA offering. Complete the checklist for each of your targeted
customers, entering as much information as possible. Replace the italicized text and enter your
responses in the Answer column. Customers with the most number of “+” responses should be the
highest priority to approach with the UC BVA engagement.
Question
Is there an executive who can sponsor the
BVA? Will that person retain long-term
spending authority?
Answer
Provide name and title
Describe the relationship with the
customer sponsor.
Rating
Yes
+
No
-
Strong
+
Weak
-
Have the customer’s existing costs of
operation for communication and
collaboration been evaluated?
Provide cost per user and other relevant
breakdowns
Yes
+
No
-
Describe the level of influence of unified
communications (UC) competitors in the
account.
List competitors and associated products
Strong
-
Weak
+
Describe the customer’s existing
communications environment.
As compared to the Microsoft offering
Good
-
Poor
+
High
+
Low
-
Yes
+
No
-
What is the intensity/urgency of making a
UC purchase/deployment decision?
Does the customer have an estimated
budget for deploying a UC solution across
the organization?
Figures, estimated breakdowns
Which and how many pain points can be
resolved or addressed by a Microsoft UC
solution?
Such as reducing travel costs or improving
work processes
High
+
Low
-
What percentage of “high-value” workers
work from geographically separate
locations (outside headquarters)?
Define as a percentage
High
+
Low
-
What is the customer’s growth rate in
terms of opening branch/regional offices
each year?
High is greater than 10 percent
High
+
Low
-
22
What is the customer’s willingness to
upgrade to future communication and
collaboration technologies that will
improve their business performance?
Yes
+
Does the organization proactively acquire
new/future technologies?
No
-
Yes
+
No
-
Is the customer entitled to the Exchange
Deployment Planning Services?
23