Learning Objectives

• Be able to describe specific strategies for the successful adoption of a portfolio management solution and methodology across a global organization.
• Be able to identify specific opportunities for immediate cost savings and return on investment by implementing a portfolio management solution and methodology.
• Be able to describe a governance model and portfolio management office structure successfully used within Microsoft customer service and support.

Microsoft customer service and support (MCSS) is a global organization focused on helping customers and partners maximize the use of their technology investments. Serving millions of customers around the globe, in more than forty languages and 75 locations, the 4,000+ person division supports all customer segments from consumer, developer and IT Pros, to partners and the enterprise.

Through direct contact with customers and partners, MCSS is a core driver of the customer partner experience at Microsoft and continuously evolves policies and processes based on feedback. In 2006, MCSS created a global PMO chartered to overhaul their internal decision-making processes and improving internal project and portfolio governance. Since that time, the PMO's role has expanded to include strategic planning and performance dashboards, providing further support for aligned execution and delivering a tangible impact to the corporate bottom line.

This presentation will provide specific details describing how the PMO was created and successfully evolved into a strategic office, how cross-divisional and other challenges were overcome, and the goals for improving this solution moving forward. Since its creation, the PMO has delivered tangible and specific business returns, both quantitative and qualitative, to MCSS and its leadership team. This presentation will include details describing how the PMO identified and quantified these returns on investment and how this continues to justify greater investment in the PMO – even in challenging economic times.