microsoft premier support for office 365 service introduction premier support for office 365
TRANSCRIPT
Microsoft Premier Support for Office 365 Service IntroductionPremier Support for Office 365
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Presentation Purpose
TopicsPurpose
Assist customers exploring or running Microsoft Office 365 to strengthen operational performance, reliability and change through Premier Support for Office 365
Cloud Challenges
Premier Support for Office 365
Service Delivery Management
Proactive Services
Problem Resolution Services
Real World Business Value
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Enterprises have to address three key challenges and associated needs to successfully operate and receive value from their cloud based investments
Training IT teams
IT organization readiness
Roles & responsibilities definition
IT Help Desk, administrator training
Equipping IT teams to properly manage and administer Microsoft Office 365
Optimizing key operational processes
to support rapid change and improvement
Addressing cloud system health proactively and effectively dealing with unplanned system events
Ch
alle
ng
es
Need
s
Optimizing key processes
Manage operational change
Make cloud ready key processes
Visibility to new releases and updates
Ensure system health and respond promptly to unplanned events
Proactively identifying system issues
Responsive incident and escalation management
Guidance from an empowered professional
1 in 7 people use Microsoft Office. That’s over 1 billion people on the planet
CHALLENGES
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Premier Support for Office 365 helps overcome those challenges and needs, providing our customers with a proven, holistic approach to cloud based support
Service Delivery Management
Proactive Services
Problem Resolution Services
Service management provided by an empowered Office 365 cloud expert, backed by a global network of Office 365 subject matter expertsServices that equip your IT team with the tools they need to drive reliability, availability and supportability across people, process, and technologyElevated technical support, providing you with the best in class reactive assistance for the cloud and on-premises infrastructure when you need it
Microsoft has over 5000 Premier Support professionals working with customers worldwide
We offer 12 packaged proactive services focused on best practices, readiness and health, delivered collaboratively
with your IT team
You receive access to Microsoft engineers in our most prioritized Office 365 support queue
5000
12
PILLARS
5
Service Management ReviewsRegular updates, where we take time to review what we have delivered and discuss plans for service delivery moving forward
Subscription ManagementEasy access and answers to questions with billing, account provisioning, SLA credits and more
You will be assigned a TAM or SDM who provides service management of the Office 365 services and a consistently managed-support experienceService management provided by an empowered Office 365 cloud expert, backed by a global network of Office 365 subject matter experts
Premier Support for Office 365 Service Management Approach
Service Incident
ManagementPreparedness for
dealing with unplanned events
in advance of an incident, escalation
or service interruptionService
Update ManagementProactive notification
and planning for change associated
with feature updates or releases
• Empowered Office 365 specialist with deep expertise
• Primary point of contact for cloud service delivery issues, service incidents, or escalations
• Leads end-to-end troubleshooting between client systems and Microsoft datacenters
• Guidance for change management in an ever-changing Cloud environment
• Orchestrates planning and delivery of proactive services
TAM or SDM
Technical Account Manager or Service Delivery Manager
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We deliver a proactive approach to lower people and technology risk, accelerate IT team adoption, and optimize operational processes Services that equip your IT team with the tools they need to drive reliability, availability and supportability across people, process, and technology
Define operational roles and responsibilities and equip administrators to effectively configure and manage the Office 365 environment.
People
Services to help you evaluate existing IT processes and build new or improved operational capability to support your Office 365 environment.
Process
Services that identity potential technology issues and risks with your configuration and on-premises infrastructure and provide a remediation report used to prioritize change.
Technology
Admin and Configuration Workshop Exchange
Admin and Configuration Workshop Lync
Admin and Configuration Workshop SharePoint
Operations Team Roles and Responsibilities
Operational Knowledge Management
Cloud Helpdesk Optimization
Cloud Helpdesk Incident Process Mapping
Change and Config Management
Operations Strategic Review
Cloud Service Dependency Mapping (3 day)
Migration Readiness Assessment
Active Directory Risk Assessment Program
Hands on Collaboration
It is not just what you do, but how you do it. Our proactive services are delivered by certified Microsoft engineers, using a hands-on, collaborative model that translates product group knowledge to your IT team.
PROACTIVE
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Drill-Down People: Effectively plan, ready and strengthen operational roles and administration and configuration processes for the cloud
80%
50%
Gartner says that 80% of downtime has its root cause in people and process related issues.
The study further said that more
than 50% of outages will be
caused by change,
configuration, or release
integration and hand-off
issues.
Administration & Configuration Workshop
Hands-on workshop to provide application administrators with the knowledge and skills to conduct regular administration and troubleshooting tasks to support users on one Microsoft Office 365 workload, specifically Microsoft Exchange Online, Microsoft SharePoint Online, or Microsoft Lync Online.
Operations Team Roles & Responsibilities
The Premier Support team will assess the current IT team structure, skill levels, and level of advancement, and will then recommend how to re-shape the IT team to support a hybrid on-premises and cloud-based environment. Roles include: support, operations, service, compliance, architecture, solutions, management.
Operational Knowledge Management
The Operations Knowledge Management workshop focuses on operational roles and responsibilities, including common identified tasks for managing the Office 365 service. This workshop will help drive decisions on roles, role owners, and the identified tasks that are performed to manage users in the Office 365 service. This workshop shares the importance of scheduling, tracking, and reporting task completion.
Premier Support for Office 365 offers a variety of services that provide best practices guidance based on IT Infrastructure Library (ITIL) and the Microsoft Operational Framework (MOF) models.
People
PEOPLE
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Drill-Down Process: Assess, document and optimize your help desk and operational processes to successfully function with cloud based services
60%
60% of availability and performance errors are the result of misconfigurations
Cloud environments are in a constant state of flux. Premier Support for Office 365 offers a variety of services to help you plan and manage change to configurations, on-premises infrastructure and enable your key help desk processes to be optimized and cloud-ready.
Change & Configuration Management
The goal of this service is to create an environment where changes can be made with the least amount of risk and impact to your Office 365 cloud environment. The delivery will drive conversations for identifying a baseline state and determine the desired future state of change and configuration management.
Cloud Help Desk Optimization
Provides IT staff with specific recommendations and guidance to improve the function and processes of the help desk. Designed to help understand current processes and pertinent service-level agreements (SLAs), the workshop enables the help desk to manage Office 365 incidents better and integrate with the Microsoft Help Desk
Cloud Helpdesk Incident Process Mapping
Provides IT staff with specific recommendations and guidance to improve the incident management process. It focuses on improvements of the state of IT operations—identifying not only efficiencies in the handling of high-impact incidents but also triggers for proper escalation that relate to Office 365 services.
Source: Enterprise Management Association
Manual configuration
errors cost companies
$72,000 per hour.
Process
Source: Aberdeen Group
$72,000
PROCESS
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Drill-Down Technology: Our technology focused services proactively address service health and performance, reducing risk of downtime and other events
Premier Support for Office 365 technology focused services help lower the risk of downtime due to unplanned events by proactively identifying potential issues and risks with your configuration and on-premises infrastructure, enabling you to remediate the issues and improve overall service health.
Cloud Service Dependency Mapping
Premier Support engineer will map out upstream and downstream dependencies between Microsoft Office 365 and the on-premises infrastructure. Activities include using the service mapping framework to map systems, assess risks, and identify improvement opportunities to employ best operating practices and constructing a service map.
Migration Readiness Assessment
Service gathers extensive information about the on-premises environment, including operations processes and Microsoft Online Services and Microsoft Office 365 configurations. Based on this information, we will deliver a detailed report that outlines top risks, best practice recommendations, and remediation options.
Active Directory Risk Assessment Program
Proactive service delivered by a Microsoftaccredited engineer to diagnose potential issues with your Active Directory environment. This service is available for Active Directory forests with up to 75 Domain Controllers including Windows Server® 2003, Windows Server® 2008/R2, and Windows Server® 2012.
Collectively, downtime costs
businesses more than 127 million
person hours per year
Technology
Source: Gartner Group
$110,000
Aberdeen Group estimates that downtime costs $110,000 per hour
Source: Aberdeen Group
127M
TECHNOLOGY
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In the event of solution down-time or unplanned events, you will receive problem resolution services from Premier’s Office 365 prioritized support queue
Premier-level technical support coordinated by your TAM or SDM
Escalation managementand crisis response
Prioritized access to tier-2 support escalation engineers
You can contact Microsoft’s support organization via phone or web to get assistance on technical issues that affect the Office 365 service or the on-premises infrastructure
that supports it.
Your issues will route to tier-2 support engineers who are specifically designated to work with large enterprises and organizations.
Customers always have access to problem resolution services with no preset limit to submitted incidents
Elevated technical support, providing you with the best in class reactive assistance for the cloud and on-premises infrastructure when you need it
UNLIMITED
24/7
PRS
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Summary: Premier Support for Office 365 delivers real-world business value across your Microsoft Office 365 solution environment
Service Delivery Management
Proactive Services
Problem Resolution Services
• Service Management Reviews• Subscription Management• Service Incident Management• Service Update Management
• People• Process• Technology
• Technical Support• Escalation Management• Crisis Response
Premier Support for Office 365
Increase Uptime
Improve Performance
Adapt Quickly to Change
Improve IT Team Readiness
& Adoption
Optimize Operational Processes
Lower Operational Risk
Real-World Business Value
VALUE
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
To learn more about Premier Support for Office 365 contact
your Microsoft account
representative.