While most Novartis employees already use Windows 11, approximately 350 VIP-Users (Executive Committee, their direct reports and assistants as well as board of directors) have been excluded from the rollout due to the critical nature of their roles. The update introduces design, usability, and functional changes in Windows, Microsoft 365 and Copilot, which may impact productivity and increase the demand for support. A structured approach is required to support both the VIP’s and their primary point of contact - the “Extended IT Support-Team” - during this transition.

The project develops documentation, a web-based training platform and courses to support the Windows 11 migration. Included in the documentation are two gap analyses, an issue mitigation guide for staff support and three training courses on the platform. To avoid additional workload for the support, an automation process will be introduced to assign the courses to users, based on job roles. Additionally, a device-management chatbot prototype will be created to demonstrate possible use cases for the support team.

The result provides a clear documentation with targeted training courses to ensure that the VIP-Users understand relevant changes and can continue to work efficiently and confidently. This project develops three structured web-based training modules to support them in adapting to continuous changes in the digital workplace. The courses focus on Windows 11 efficiency, Microsoft applications and their UI changes and Microsoft Copilot usage in a corporate environment. The Extended IT Support-Team benefits from structured guidance that helps prevent and resolve common issues quickly. As a result, productivity is maintained and support workload is reduced throughout the migration process. Finally, the support staff is introduced to first automated processes and a dedicated AI chatbot that might be even more useful in the future. Together with the documentation and online training courses the project achieved at ensuring that VIP-Users can continue working efficiently and confidently after this update, while minimizing additional support demand.