1. People
   1. Align w/CSS People Goals/Strategies and My Microsoft
      1. CTS Role Excellence**
   2. Empower our People to Delivery Business Value
      1. Leadership Capability**
      2. CTS Strategy Communication**
2. Minimize Customer Problems
   1. Enable Remote Monitoring & Online Support Experience
      1. Pinpoint/Atlanta*
   2. Orchestrate the Unmanaged Customer Support Experience
      1. Non-Premier Supt. Boundaries & Advisory Services Expansion
3. Maximize the Effectiveness of Self-Help
   1. Evolve the Global Cluster Strategy to Target E2E Investment by Cluster
      1. Global Cluster Strategy
      2. Solution Support - Breadth & Depth
4. Deliver World-Class Support
   1. Create a comprehensive Quality Systems Framework
      1. Quality Systems Framework
      2. Service Delivery Quality Framework
   2. Global Delivery Model, Languages, Labor Markets
      1. Global English
      2. Local Language Model
   3. Ensure Technical, Operational, and Offerings Readiness
      1. IP Management Capability
      2. Readiness- Last Mile Excellence*
      3. Readiness - Software+Services*
      4. BCM
5. Global Infrastructure Enablement
   1. Continue to Implement Infrastructure Investments
      1. MSSolve
      2. OneCall*
      3. GLOW
      4. Engineer Profiling
      5. VMAS
   2. Enable our Engineers by Leveraging Systems, Processes, and Knowledge Infra.
      1. Support Topic Ownership Model
      2. Engineer Enablement Assets Framework
   3. Deliver Superior Customer Engagement Capabilities
      1. Online Submission
      2. Odyssey*
      3. CRM in MSSolve
      4. WFM & Skill-Based Routing
      5. Support Diagnostics
      6. Knowledge Centered Support
6. Drive Market Share
   1. Lead Generation
   2. Listening Systems
   3. Compete
   4. Market Share Infrastructure and Investments