Ms premier dgcon2014_final
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Microsoft Premier Services presentation at Dogfood Conference 2014 in Columbus, OH. dogfoodcon.com
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Ms premier dgcon2014_final
- 1. Microsoft Premier Services Andrew Sloan, Microsoft Technical Account Manager Cory Sweet – Ohio Bureau of Workers Compensation
- 2. Microsoft Premier Services Driving value with Microsoft Premier Services in your IT organization for on premise and O365 technology Microsoft Premier Services helps achieve maximum return on the investment made in IT, while driving value for the business. Premier Services partners with IT organizations to provide world class 24/7 support for increased uptime and performance. However, more than an insurance policy for break/fix incidents, you will discover in this session that by partnering with Premier Services and taking advantage of our Proactive Service Offerings, your IT organization can more effectively implement and maintain the environment. Historically, Premier Services has centered around customers on premise technology needs, however we now offer the same tailored approach with Premier Services and Support for your O365 environment as well. Come learn what Premier Services can do for both your on premise and cloud environments, and how you can maximize your investment in IT.
- 3. BIO – Andrew Sloan andrew.sloan@Microsoft.com • Microsoft Technical Account Manager serving State and Local government, and Education customers in the state of Ohio. • Andrew has 10+ years of IT experience in the Public Sector across State, Defense, and Federal markets, and 4 of those years as an Active Duty member of the United States Air Force. • Technical background having held engineering and consulting positions in storage, networking, server and virtualization, and a breadth of experience across the Microsoft stack, most recently as a SharePoint Consultant. • MBA as well, IT strategy and trusted advisor helping achieve business objectives with technology
- 4. Technical Account Manager Role • TAM = Service Delivery Manger (SDM) – Ensure delivery on purchased services, execute • Advocate for your business / Relationship with IT • Service Delivery Planning – Current State > Desired State • Escalation Management • Provide proactive information – Best practices – Product/lifecycle information – Roadmap – Education/Training – Security and cybersecurity information
- 5. BIO – Cory Sweet • BWC Server Application Architect responsible for assessing, designing, deploying and troubleshooting server applications and infrastructure used at BWC. • I have worked at the BWC since 1993 when I was hired as a consultant to roll out the first Windows 3.1 workstations on 486 hardware. Since then I’ve moved into the Server world in early 1994 to manage MSMail and helped deploy the first Windows 3.1 Advanced Server systems replacing the Microsoft LanManager servers in use. In 1997 I hired on with the BWC as an employee. As a BWC employee I was involved in the initial Active Directory rollout, MsMail to Exchange migration and almost every initiative involving Windows Servers since then. We’ve been getting Premier support for as long as I can remember and I have been closely involved on a majority of our interactions with PSS.
- 6. What is Microsoft Services? • Microsoft Consulting Services • Microsoft Premier Services
- 7. Consulting services 7 • Deep expertise • Accelerate time to value • Expertise based on firsthand deployment experience • Build and transfer knowledge • Collaboration • Seamless integration and deployment • An advocate for your business • Experienced with global delivery Full lifecycle • Leverage the assets you already own • Innovate on the Microsoft platform • End-to-end approach, from design, to implementation, and optimization
- 8. Premier Support 8 • Deep expertise • Global network of subject matter experts • Deep knowledge of Microsoft products • Support escalation to the highest level • Critical issue management process • Collaboration • Training and knowledge transfer • Direct relationship with technical account manager • Product support workshops that sync with key product release cycles Full lifecycle • Advice supports your business initiatives • Risk assessments identify potential problems • Operations assessments to streamline processes • Operational guidance to increase system performance
- 9. Premier Support offerings overview 9/29/2014 9
- 10. Comprehensive support offerings Alone or combined, the Premier Support offerings address the diverse IT support needs of customers and partners alike. Premier Support is available for: • Enterprises • Developers • Azure* • Office 365 • Partners* • Surface* 9/29/2014 10
- 11. Comprehensive support Premier is an end-to-end support solution that helps customers maximize the value of their on-premises and cloud-based software investments by reducing risks, improving system reliability, and improving staff productivity. Comprehensive coverage • On-premises • Mixed • Cloud Comprehensive services • Service delivery/account management • Proactive services • Resolution services 9/29/2014 11
- 12. Typical Premier Agreement 1. Reactive/Problem Resolution 2. Proactive Services/Support Assistance 3. Service Management – Technical Account or Service Delivery Manager 9/29/2014 12
- 13. Some Of Your Challenges 40% 20% 40% Change management processes to reduce cost of ownership New technology needs new knowledge Efforts to maintain systems can appear cumbersome
- 14. Reactive Support • Insurance Policy – Break/Fix • 24x7 – Response times (4,2,1 hour) remote work – Rapid onsite support if needed • Support Engineers/Product Experts vertically aligned • Increase uptime • Knowledge transfer to staff • Feedback on product defects “bugs”
- 15. Proactive Support • Premier is MORE than just an insurance policy!! • More proactive, less reactive fire fighting • Value and outcome based services • OH BWC - More PROACTIVE < REACTIVE
- 16. Proactive Services How We Can Help Identify And Plan Changes Provide information specific to your environment Keep Your People Ready Identify your needs Maximize Uptime Of Your Systems Assess the current state, and plan to prevent outages
- 17. PROACTIVE Assess & Plan Optimize & Remediate Restore & Protect Education Risk and Health Assessments Problem Remediation and Performance Tuning Operational Governance Reviews-Process Improvement On Demand Workshops, Webcasts, Chalk Talks
- 18. Cory Sweet – OH BWC – Active Directory Risk/Health Assessment (RAP) • We do these ever 2 years typically. This insures that our AD environment is running well and gives us access to use the ADRAP tool so that we can ensure we are always in a healthy Active Directory state. These are also excellent knowledge transfer sessions. – Active Directory Recovery Execution Services (ADRES) • Virtualization has changed the way we do many things today, and AD recovery was on of them. We had this engagement recently to verify our DR process and evaluate whether any of our practices needed to change. These are also excellent knowledge transfer sessions. – Active Directory (PKI) Certificate Assessment • We have this scheduled to validate and health check our design to make sure we are following the correct practices with our PKI for a medium security installation. These are also excellent knowledge transfer sessions.
- 19. Cory Sweet – OH BWC – System Center Configuration Manager (RAP) • We scheduled a this engagement for after we had fully migrated from SCCM 2007 to SCCM 2012 to make sure all systems were running properly. These are also excellent knowledge transfer sessions. – System Center Orchestrator (Design/Analysis) • This was to discuss implementing how we could implement Orchestrator in our environment. This was in conjunction with our Service Manager installation. – System Center Service Manager (Design/Analysis) • This engagement was a lengthy engagement and was a design, implement and knowledge transfer type of engagement. We were able to use PSS hours to get a MCS consultant to help us design and implement Service Manager. At the end of this engagement we were fully installed in Production and ready to start implementing Service Manager based on ITIL/MOF best practices. – SharePoint Migration (Design/Analysis) • We have a very heavily used internal Sharepoint Portal 2007 environment that is currently running on Windows 2003. Since we are not ready change versions of Sharepoint and all of our high level Sharepoint resources are gone, we needed assistance from Microsoft to help us get these systems up to Windows and SQL 2008 R2. Without this engagement, we stood no chance of getting this environment moved over to new servers running Sharepoint 2007 on top of Windows Server and SQL 2008 R2.
- 20. Cory Sweet – OH BWC • Premier Workshops - The Premier workshops are a great way for a person to get up to speed on a product. We use these workshops in lieu of basic training given out at the normal training facilities around town. We’ve found that the basic training is great for novices who need an introduction to a product but they fall short for experienced IT staff when trying to increase their knowledge in a product that they have a good deal of experience with already. There are entry level workshops as well which are good, but we find more value in the higher level workshops. – Service Manager – SCCM – PowerShell – Vital Signs/Performance Monitor – SP 2013 – SC Orchestrator – SQL 2012 – SCOM
- 21. Cory Sweet – OH BWC • Chalk Talks (Custom Training) - Chalk talks are great because you can tailor them to exactly what you are trying to learn, or let Microsoft lead using slide decks and then customize as you go. We’ve had many chalk talks over the years and it’s basically like a customized training that can have structure or can be completely ad hoc dealing with the product that you requested the chalk talk about. These can be deep dive or just skim the surface and we’ve used them for many different purposes. – Windows Server 2012 – SCCM App-V – System Center Operations Manager (SCOM) – Office Development
- 22. Proactive Services: Hundreds of Offerings Proactive services are key to driving customer health and productive use of Microsoft products: • SCCM RAP as a Service • SQL Server Performance Monitoring and Reporting Solution • Security Assessment and Remediation Plan • ADFS Design and Operations Review • Dynamics CRM - Health Check • Infrastructure Security Strategy Consulting • AD Recovery Execution Service Educate Staff Leverage our many Chalk Talks, Workshops and Webcasts to increase the skills or your staff and improve ability to act proactively: • Workshop On Demand Library • Dynamics CRM Online: Admin & Best Practices • ASP.NET Web Development Security Practice • Active Directory: Overview • Windows Server - Network Load Balancing: Planning and Implementation • Chalk Talk - Lync Server 2013: What's New in Lync 2013 • Chalk Talk - Office 365 Exchange Online: Optimizing the Client Experience for the Cloud Assess & Plan Optimize & Remediate/Restore & Protect IT Service Management facilitates continual improvement of customer’s IT infrastructure and operations: Relationships Mapping Manager Modeling • Service • Exchange Server Disaster Recovery/Service Continuity Review • IT Service Integrated Solution Management • Windows Security Hardening • SharePoint Disaster Recovery and High Availability Operations Review • SharePoint Operational Governance Review
- 23. Premier Support for Developers Application Development Management: It’s what we do
- 24. Microsoft Support Lifecycle Predictable, Consistent, Manageable Product Support Minimum of 5 years1 Mainstream Support Custom Support Online Self-Help Support Minimum of 12 months following end of support Support is only provided at the supported service-pack level. Service Pack Support is 12 or 24 months for the previous service pack, after the next service pack releases 1 Mainstream Support Ends after five years or two years after the successor product is released (N+1), whichever is longer. 2 Extended Support ends after five years or two years after the second successor product is released (N+2), whichever is longer. Extended Support Minimum of 5 years2 Indefinite Additional resources including consumer information: http://support.microsoft.com/lifecycle Microsoft® Support Lifecycle Blog http://blogs.technet.com/lifecycle/default.aspx Newsletter: subscribe by navigating to http://support.microsoft.com/lifecycle, then clicking on the “Subscribe to Microsoft Support Lifecycle Quarterly Update Newsletter” link.
- 25. O365 Support • Reactive/Problem Resolution – Support for Exchange OL, Exchange Online Protection (EOP), SharePoint OL, Lync OL Support Channels: – Free unlimited Reactive Support via Admin Portal – If you have Premier - Use Premier support channels rather than default support (no labor charges, only escalation management via SDM)
- 26. O365 Proactive Services • Exchange Online Administration and Configuration Workshop • Lync Online Administration and Configuration Workshop • SharePoint Online Administration and Configuration Workshop • Change and Configuration Management • Cloud Help Desk Incident Process Mapping • Cloud Help Desk Optimization
- 27. O365 Service Delivery Management
- 28. Now, OSDM and Cloud Proactive Services can be included in your Base Premier Contract.
- 29. I already have Microsoft Support? Professional vs Premier • Use of SAB/Credit Card for Professional Support – Web or phone only, during business hours – Unmanaged (no TAM) – No access to Premier Field Engineers – Hard to budget or forecast – No rapid onsite assistance – No proactive services – No extended or custom hotfixes **Maximize value of SAB by transferring to Premier
- 30. I already have Microsoft Support? Professional vs Premier • Prepaid upfront annually – 24x7 support, Critical Situation w/1 hr. response – Named Technical Account Manager (escalation) – Direct access to the best - Premier Field Engineers – Quote for annual budget and forecast – Rapid Onsite Assistance – Access to Premier Proactive Services – Ability to have extended support and custom hotfixes
- 31. Premier Services • http://www.microsoft.com/en-us/ microsoftservices/support.aspx • Twitter – https://twitter.com/MSPremierUS • Facebook – https://www.facebook.com/PremierSupport • YouTube - https://www.youtube.com/watch?v=a3K-hilR2GY
- 32. Resources • http://summit.office.com/ • http://www.microsoft.com/lifecycle • Free e-books - http://www.microsoftvirtualacademy.com/eb ooks
Hinweis der Redaktion
- SCRIPT EXAMPLE: The TAM role is in place to ensure delivery on the services you purchased as part of your Premier agreement. This means that, as your TAM, part of my responsibilities is to work with you to plan, allocate, and execute on support and services. Follows Premier Service Delivery Management methodology to move you from your Current State to your Desired State - Service Delivery Planning Information distributed by the TAM: Information services through: Weekly Proactive Information Best practice information Product information Product road map Beta and technology adoption programs Security bulletins Local Workshops Microsoft® Support Life Cycle TechNet and MSDN® subscription http://technet.microsoft.com/ http://msdn.microsoft.com/ Events By partnering with you, I can be an effective advocate for your business within Microsoft, and more effective in ensuring your overall satisfaction with Premier.
- Key Messages: HANDS ON Microsoft Enterprise Services helps our customers adopt and deploy Microsoft technologies efficiently and cost effectively, reducing time to value. Deep expertise Accelerate time to value Expertise based on firsthand deployment experience Build and transfer knowledge Collaboration Seamless integration and deployment An advocate for your business Experienced with global delivery Full lifecycle Leverage the assets you already own Innovate on the Microsoft platform End-to-end approach, from design, to implementation, and optimization
- Key Messages: “OVER THE SHOULDER” guidance, advice, SUPPORT Microsoft Enterprise Services helps our customers maximize the value of their software investments and improve overall IT health through pre-packaged, customized, and preventative support offerings. Deep expertise Global network of subject matter experts Deep knowledge of Microsoft products Support escalation to the highest level Critical issue management process Collaboration Hands-on training and knowledge transfer Direct relationship with technical account manager Product support workships that sync with key product release cycles Full lifecycle Advice supports your business initiatives Risk assessments identify potential problems Operations assessments to streamline processes Operational guidance to increase system performance
- OPTIONAL SLIDE. SCRIPT EXAMPLE: What you see here is data provided by the Gartner Group. (The Gartner Group is an Information Technology research and advisor company.) This is the typical percentage breakdown of challenges for customers. 40% of challenges point to Lifecycle Management (for example basic IT service management processes, such as change management), 40% of People challenges revolve around the need for training, and 20% of IT challenges falls under simply maintaining your current systems and keeping up with new technology. Premier can help with not only your technical challenges, but also any roadblocks you may face with processes and with training people within your organization.
- OPTIONAL SLIDE SCRIPT EXAMPLE: There are many ways that Premier Services can also help your Business. For example: During a meeting with several IT Executives for one of my other customers, I learned that their regional campus IT departments was in desperate need of consulting on how to plan for information/data protection, and that their Regional Campus CIO was looking for a good methodology that would ensure that their business processes were aligned with their IT operational changes. To coin a phrase… Microsoft has an “app” for that. In the next few slides I’ll thru some of concepts of how Microsoft can help customers meet their most challenging business and technology issues and stay ahead of game to mitigate potential issues and risks.
- OPTIONAL SLIDE TAM NOTES: Assessment: The Risk and Health Assessment Program provides critical insight into the health of your environment. Experienced Microsoft engineers leverage Microsoft tools to take a snapshot of your environment and analyze the performance, configuration, and event data to provide steps for maximizing your investment. Your staff will gain experience by diagnosing and troubleshooting issues identified by the Risk Assessment and Diagnostic Tool to ensure that the performance of your environment is maintained after the engagement. Stabilization: Through active working sessions with the customer, Microsoft will assist customers in understanding the capacity required to support a technology or service, baseline systems in place, and understand the process and policy necessary to maintain a focused approach to capacity management through the development of a capacity plan. Education: Microsoft workshops and webcasts are delivered at Microsoft® site, customer site, or remotely and consist of a combination of knowledge and experience from our product experts and consultants. Our workshops range from one to five days in length and are graded by technical levels fro 100 to 400. The benefits to you include skills and knowledge transfer, improvement in your staff’s ability to act proactively, real-world examples and experiences and opportunities to share best practices on developing, deploying, and managing enterprise solutions Process Improvement: Reviews of existing administration, maintenance and support of MS products are conducted along with identification of people, technology, and governing policies & procedures. Recommendations are outlined in a formal report upon engagement closure that will include good-practice operations guidance based upon Microsoft internal knowledge, the Microsoft Operations Framework (MOF), and the IT Infrastructure Library (ITIL).
- OPTIONAL SLIDE SCRIPT EXAMPLE: There are, literally, hundreds of Proactive Service offerings delivered by our own Microsoft product experts. This slide represents a small sampling of what’s available to our Premier customers. TAM NOTES: Examples of Proactive Services: Risk Assessments and Health Checks – Product-specific assessments reduce incidents by as much as 30 percent Supportability Reviews – On-site evaluation and review of deployed products and services Operational Reviews – IT Infrastructure Library–based and Microsoft® Operations Framework–based operational process and business goals assessments Code Reviews – Developer-based engineering review of code, including best practice advice and guidance Workshops – Deep technical training for IT pros and developers Free-Format Engineer Advice and Guidance – Advice from Microsoft experts on implementation, performance, and operations Online Knowledge – Access to exclusive knowledge base for education and problem solving Preventative Services – Proactive solutions for system monitoring, configuration management, and software updates Custom Onsite and Advisory Support ITIL – IT Infrastructure Library MOF – Microsoft Operations Framework
- 75% Proactive-----.NET, TFS, SharePoint, CRM 25% Reactive Getting a full understanding of your system is a key to a successful engagement. The ADM must fully understand what your systems are doing, what your needs are, what your pain points are, and what your business goals are. Once those are understood your ADM will be able to provide you thace planning, guidance and resources necessary to complete your goals. * note that the customers that are proactive see more success over those that are reactive
- OPTIONAL SLIDE TAM NOTES AND SCRIPT EXAMPLE: Understanding and Planning for Product Support: The Microsoft Support Lifecycle The Microsoft Support Lifecycle is designed to provide predictable and consistent product support timelines for Microsoft products to customers worldwide. Understanding the key aspects of the Microsoft Support Lifecycle will help customers maximize the support available and strategically plan their IT environment. The Microsoft Support Lifecycle policy applies to all Microsoft products currently available through retail purchase or volume licensing and to products that will be released in the future. The policy offers a minimum of: Ten years of support (five years of Mainstream Support and five years of Extended Support) at the supported service-pack level for Microsoft business and developer products. Five years of Mainstream Support at the supported service-pack level for Microsoft consumer, hardware, and multimedia products. Mainstream Support Phase The first phase of the Microsoft Support Lifecycle is Mainstream Support. At the supported service-pack level, the Mainstream Support phase includes: No charge and paid incident support Security update support Nonsecurity hotfixes Extended Support phase Extended Support Phase Extended Support is available for business and developer products after Mainstream Support ends. At the supported service-pack level, the Extended Support phase includes: Paid support Security update support at no additional cost Nonsecurity hotfix support (requires purchase of Extended Hotfix Support. Per-fix fees applies) Service Pack Support When a new service pack is released, the Microsoft Support Lifecycle policy provides 12 or 24 months of support for the previous service pack. The 12 or 24 months of support depends on the product family. Note: To receive either Mainstream Support or Extended Support, you must be running a currently supported service pack. Additionally, when support for a product ends, support for the service packs for that product will also end. The product’s support life cycle supersedes the service-pack support policy. Extended Hotfix Support and Custom Support Microsoft offers two programs that compliment the Microsoft Support Lifecycle policy to help meet your needs for additional support. The Extended Hotfix Support program provides you with the opportunity to request nonsecurity hotfixes through the end of the Extended Support phase. Microsoft also offers a Custom Support program that provides the opportunity to receive support on legacy versions of Microsoft products, as determined by Microsoft, beyond the Extended Support phase.
- -Support for cloud or hybrid models
- What is changing from FY14 to FY15 Premier O365/Azure moves to base Premier Reactive support and Escalation support included with regular Premier Cloud Service Delivery management and Cloud Proactive are positioned like standard O365 Metric on the Scorecard now includes Premier Increased focus on TAM Readiness end Delivery Excellence for Cloud Why is it changing Make adding O365 support to the Premier easier at time of O365 sale Smaller package is easier to upsell out of cycle Empowers TAM to do SKU swap when applicable. First step to creating a single Premier Cloud support experience across Azure/365/CRMOL Turns on Premier Cloud support for Premier V.Next What is the expected outcome and ask to the field. Increased attach of Cloud support through Premier More efficient O365 Sales Cycle Improved customer satisfaction with Premier Support and O365/Azure.