1. Change Enablement Q3 Update Objectives & Value The Change Enablement team adds value and increases transparency and engagement by applying a structured methodology to all change enablement and communication activities across the IT organization. Results Achieved in Q3 2013Results to be Delivered for Q4 2013 Provided CE support for 39 projects in Q3 of which 13 were completed. Examples include: X integration, DB Re-architecture, Converting Mac to PC, CTSS Virtual Attendant, Software Request Process Improvements, Automatic Ticket Generator. Conducted Iris post-production support and troubleshooting for IT content; reporting several issues to IrisHelp Continued to support IT’s needs for Iris content (creation of SAP COE page, Video Conferencing, etc.) Completed and sent the Q2 IT report Provided assistance with IT All Hands materials Delivered a successful SharePoint training program Completed 24 of 24 sessions, engaging over 500 attendees (avg. of 20 / class). Attained broad geographic reach (28% ex-US) and business area engagement Added an IT Service Delivery Comm. Web part to Iris IT homepage to increase visibility of key messages Sent IT Perks global communication and supported over 52 inquiries through question submission tool on Iris Contributed to HR’s NEO Program (new employee onboarding), provided new content on IT services and allocated EUC presenters at each site Delivered EUCT online training registration & resource center Continue to provide CE support for projects Examples: iOS 7, Archive Alignment, Druva at RM, SharePoint Migrations, Voice Upgrades, Lex office moves Assist with Mobile Device Strategy communications Roll out an IT Communication Job Aid and improved template library to service both Incident and Change Management processes, and any general IT request. Assist in revising and launching a new Change Management CCB Governance structure Deliver LATAM IT services refresh communications and customer satisfaction survey Deliver customized communication and training materials in support of EUCT Program deployments Work with ITO team to deliver and educate on new Crisis Management Process Roll out online tool and communications in support of RM Asset Audit Opportunities / Challenges / Obstacles / Asks Added CIO review as part of approval cycle to address vendor training deficiencies which impact quality of comm. Planned to be delivered and completed Unplanned and delivered Planned and not delivered [DE-PRIORITIZED] Planned, not delivered and also de-prioritized 1

2. Each project is assessed to understand the scope of impact and the degree of change to determine the service levels required for that effort and to plan accordingly. Change Enablement Support Dashboard Q3 2013 Legend: Green: Always meets / exceeds expectations; Little/no risk Amber: Partially meets / exceeds expectations; Some risk Red: Rarely / never meets / exceeds expectations; High risk Service Levels for IT Project Support (AMBER) Quality for IT Service Support (AMBER) Volume for Across All Service Areas (GREEN) The volume of tactics executed (created and / or approved) in Q3 were measured across each CE Service Category. Created IT Communications Job Aid (click here to view) to assist both IM and CM teams, with step-by-step instructions and links to comms templates. Reviewed IM WPD to ensure comms process and templates included. Attended weekly MIM meetings to provide feedback. Revamped CM roles and responsibilities to clarify who is accountable for what, which will in turn reduce miscommunications and need to retract communications to end user population. Beginning to implement a scoring system to measure adherence to Job Aid which in turn drives quality. LowMediumHigh Q3 Totals20145 Completed in Q3940 Simple Change Low CE Support Complex Change High CE Support Type of IT Service Delivery Emails Sent Shows purpose of emails sent in Q3 from IT Service Delivery. 2