Office 365 Support Engagement Overview: Customer Resource Guide

Microsoft Services
Microsoft Services
voor het Onderwijs
Informatie Bijeenkomst
30 april 2015

Microsoft Services
Support in het
Onderwijs
Jeroen Borgstede & Jan Bakker
SURFmarket en SLBdiensten

Microsoft Services
Introductie Microsoft
Services
Arnoud Borg
Microsoft Services

Microsoft
Services
overview Maximize the
value of IT
investments
Enterprise strategy
Deploy
efficiently and
cost effectively
Consulting services
Improve overall
IT health
Premier Support
Plan Deploy Operate
Our services across the IT lifecycle help drive
innovation and efficiency

Reactive
Support
Proactive
Support
Service
Delivery
Planning
What if your
service
breaks?
24x7x365
support
Prevention,
Optimization
and Efficiency
Service
Delivery and
remediation
planning

Potential
challenges
20%
Technology
40%
People
40%
Process

Infrastructure
Customer health
Driving Service
Improvement
Development
Application quality
Building Better
Software
Our focus: Infrastructure, Cloud and Development
Cloud
Scalability
Productivity

Microsoft Services
Service
Management
Marcel van de Laarschot
Service Delivery Manager
Microsoft Services

Microsoft Services
Cloud Onboarding
Klaas Zweepe
Premier Field Engineer Manager
Microsoft Services

Sign in or Sign up for free
Cloud OnboardingKlaas Zweepe // 30 April 2015
for your School
klaaszw@microsoft.com

Microsoft is the productivity and platform company for the
mobile-first and cloud-first world. We will reinvent
productivity to empower every person and every
organization on the planet to do more and achieve more.
“
”Satya Nadella
To deliver a customer experience that is perfect every time;
an experience that is easy, insightful and trusted.
The CSS Vision

insights
predictive, and able
to help customers avoid issues.
to consumable

Partner workshops
Premier Incidents
CritSits
Support tickets
Onsite visits
Risk Assessments/HC’s
(Onsite) workshops
Packaged Deliveries
(e.g. Patch Management,
Operations Strategic Review, etc)

Business-
class email
Online
meetings
Online
document
storage & file
sharing
Financially-
backed SLA Technical
support
Private social
network
Office 365 is your complete office in the cloud
Plus
- Office Desktop Apps
- Office Mobile
- Office Online

Office 365 Onboarding CenterFastTrack Portal Success Center
Assess
Determine the
setup of your
existing
environment and
identify any issues
Remediate
Clean up any
issues that
prevent your
preferred
deployment
approach
Use
Help your users
get their work
done better with
Office 365
Enhance
Further integrate
your environment
with custom apps
and new capabilities
Enable
Setup Office 365
services, users
and integration
with your
environment
Migrate
Move your
mailbox data to
Office 365 and
configure mail
flow.
Office 365 OnBoarding – Big picture
Onboarding Benefit

• Core onboarding - tasks required for tenant
configuration and integration with Azure AD if
needed. Core onboarding also provides the
baseline for onboarding other eligible services
• Service onboarding - tasks required to configure
Exchange Online, SharePoint Online, Lync Online,
Yammer, Office 365 ProPlus, and OneDrive for
Business
When onboarding is complete:
• Your Office 365 tenant will be created
• Licensed users can access Office 365 and eligible services using unique Office 365 accounts or Office
365 accounts synchronized from your on-premises Active Directory and optionally federated with
ADFS 2.0
Onboarding team will assist you with core onboarding and then
service onboarding once for each eligible service purchased

• Assistance Scope
o The Onboarding Center (OBC) will provide remote assistance through a combination of
guidance, documentation, and tools
o Direct assistance to you or your representative is available during normal business
hours for the respective regions
o You may choose to provide Microsoft access and permissions needed to complete
certain configuration tasks for them
• Timeframe
o The OBC is ready to work at your speed, but all onboarding must be completed within
12 months from the time of initiation

The Onboarding Center (OBC) is a dedicated team of onboarding experts
who guide customers in onboarding their organization to Office 365
services like Exchange Online, SharePoint Online, Lync Online, Office 365
Pro Plus and Yammer
OBC experts include Onboarding Engineers (OE) and Onboarding
Managers (OM) who use specialized onboarding guidance,
documentation, and tools to assist the customer complete the required
provisioning and configuration tasks for each eligible service purchased
Onboarding guidance, etc. is built upon a prescriptive onboarding
approach known as FastTrack which is engineered to deliver quick and
predictable outcomes, and the best experience for customers onboarding
to Office 365

• All OBC customers go through four primary phases – initiate, assess, remediate, and enable.
Optional mailbox migration phase
• Defined set of Microsoft and customer tasks and responsibilities for each phase as outlined in
Onboarding Benefit Process. Migration tasks, if required, integrated throughout other phases
Customer,
partner first
contact and
meeting
Kickoff onboarding.
Discover customer
environment for
readiness and
develop
customized
Remediation
Checklist
Remediate issues
identified in
Assess. Complete
readiness activities
in preparation for
service
enablement
Configure and
enable the core
infrastructure for
service
consumption and
provision the
purchased Office
365 services
Migrate
mailboxes from
source
environment(s)
to Office 365

Tenant Name Contoso.onmicrosoft.com
Contact Details John Doe, jd@contoso.com (123-456-7890)
Jane Doe, jane@contoso.com (123-456-0001)
Services Onboarding Exchange Online
Partner Name None Identified
Interested in Migration Offer? Yes/No
Source Mail System Exchange 2010

• Time zone considerations
• Preferred method of contact
• Unavailable periods & issues affecting onboarding timeline
• Resource dependencies
• Parallel projects, etc…
• Customer Feedback
• Other

Next Step is the Onboarding Kickoff
Prerequisites:
• Go through Getting Started
• Run HRC (Health, Readiness, and Connectivity Checks)
• Review migration education resources located on tenant Migration Education & Management site
Required Attendees
• Project Manager
• Technology Leads (AD, Messaging, Network, Infrastructure, Support)
Optional Attendees
• Partner Project Manager (as applicable)
• Other Microsoft team members (ATS, TAM, SDE, MCS as applicable)

Onboarding is a roadblock, not a value add
activity
Customers initial experience with Office 365 sets
the tone
Onboarding will only get easier with
engineering investment
Why FastTrack?

A Service portfolio that grows with your needs
Insight
Duration
Outcome
Lifecycle
Azure JumpStart
(MCS)
“I want a production
solution”
2-4 weeks
Technical Feasability
Pre-production
MCS/Partner
engagement
JumpStart
Fast Start(s)
Cost/duration
Deployment
Productionfocus
Demo
Knowledgefocus
Operations
Envisioning
workshop
First
Step(s)
Azure Firststep(s)
“I want to know
more”
4 hrs
Intro to Azure
Knowledge transfer
Azure Operations
Envisioning workshop
“Ehm, what does it mean
for my operations?”
2 days
Awareness on cloud
impact and setting cloud
operations strategy
Knowledge transfer
Azure Fast Start(s)
“I want a taste of
Azure”
2 days
Hands on help you
deploy
Sandbox / Pre-
production

http://fasttrack.office.com/
http://azure.microsoft.com
https://products.office.com/en-us/business/office-365-trust-center-
cloud-computing-security
http://azure.microsoft.com/en-
us/support/trust-center/

40
Office 365 Support Engagement Overview: Customer Resource Guide
Introduction
With every Microsoft Office 365 Enterprise, Business, Education, Nonprofit, and
Government subscription, Microsoft Support provides global technical, pre-sales,
billing and, subscription support.
Support Contact Information – Customer Scenarios
• Community and self-service support is available to everyone.
• Microsoft Support is available to administrators through the Office 365 portal
and by telephone for both paid and trial subscriptions.
Community & Self-Service: Self-service support is available for all Office 365 plans, and
includes online help, troubleshooting tools and videos, help articles and videos, as well as
forums and wikis in the Office 365 community. For additional self-service support resources,
see Help and Training.
Pre-sales
• How can I get help choosing
a plan for a business?
• Where can I find out all the
features and benefits of a
plan?
• How do I sign up for a trial?
• Where can I find a Microsoft
Partner to help?
Billing
• How do I convert from a trial
to a paid subscription?
• Can I get help understanding
my billing information?
• When do I renew a
subscription?
• How do I cancel a
subscription?
• How does Microsoft apply
credits?
Technical
• Where can I get help with
installation and setup for all
Office 365 services?
• Migrations
• Permissions
• Autodiscover
• How do I manage
configuration issues and
failures?
• Provisioning
• Single sign-on
• Active Directory
Assistance for issues in all of these scenarios is the same.
•FastTrack Adoption
Offer:
https://deploy.office.com
•Customer Success
Center:
http://success.office.com
Is there a quick way
for my company to
get started with
Office 365?.
What’s the easiest
way to onboard to
Office 365?
Volume Licensing
Where do I go for help with
purchased licenses under a
volume licensing program?
• For support related to
locating keys, go to the
Volume Licensing
Service Center.
• For general information,
go to Volume Licensing.
Step 1
Office 365 admin center: Admins can start a request online from the Office 365 admin
center. Support will help them find a solution or connect them with an expert. Sign in to
Office 365 to get started online, then go to the Office 365 admin center and navigate to
Support. Learn about technical issue initial support response times.
Step 2
Support by phone: Admins must have their account details ready when they call. Phone
numbers are listed at Contact Office 365 for business support. Presales & Billing assistance is
available during local business hours, Monday through Friday. Learn about technical issue
initial support response times.
Step 3
Partners
How can a Microsoft
Partner help with support?
• A Partner can delegate
administrative tasks, i.e.,
create service requests.
• For more information,
see the Partners service
description.•Follow the instructions at
Contact Office 365 for
business support to
contact support by
phone.
•An administrator must
provide personal
verification
information to receive
or change account
information.
I didn’t get my
activation email.
I don’t have a portal
yet.
My portal is down.
New!! Office 365
Deployment Benefits

Microsoft Services
Incident Reduction
Rob Rood
Microsoft Services

Overview –
The
Importance of
Operations
- More and more customers are running mission-critical services within a
complex and distributed environment
- Incident Management, among other points, addresses the following:
• How to provide a positive experience for IT service users
• Meeting customer IT needs and addressing complaints and issues that
arise during the normal course of using an IT service
• Reducing business impact of incidents by timely resolution, thereby
increasing effectiveness
• Proactive identification of trends and problems through accurate incident
data

Service Desk Goals of the Service Desk
 Maintain Business Productivity
 Restore services or service features to a satisfactory operational state
 Provide guidance and ”how to” information
 Increase Value Added by IT
 Facilitate Service Fulfillment requests
 Improve user satisfaction
 Improve Business Functionality, Competitiveness, and Efficiency
 Assess requests for new services and features for potential fulfillment by existing
services
 Filter out insufficient justification for new services and features

“Incident reduction” triggers
- Low user satisfaction
- Exceeding resolution time targets
- Limited self service abilities and willingness
- Large amount of Microsoft related requests or incidents
- Insufficiënt knowledge usage and sharing
- To much escalated support issues to other teams
- Expensive 3rd line of support spend to much time on support and to less on
improvements
- Inconsistent way of working through the IT support departments

Overview –
The
Importance of
Operations
Incorrect or no Incident Management and customer support processes may
have negative affects:
• Reduced service level
• Valuable resources are squandered: too many people, or people of the
wrong level, are working simultaneously on resolving the incident
• Valuable information about the resolution and the cause and effect of
incidents are lost
• Customers and users are unsatisfied as a result of the poor and/or
slow resolution of their incidents

Engagement
Overview –
Major Goals
46
Work with customer team to identify and plan the remediation of
Microsoft technology related support issues
Major Goals
• Establish awareness about support optimization, incident
reduction and prevention
• Identify support improvement area’s in relation to people,
process and technology
• Clearly define the required remediation activities
• Establish accountability and planning for defined remediation
activities

Engagement
possible end
results
47
Possible end results
• First time fix
• Higher customer satisfaction
• Self service portal
• E-learning and coaching
• Call routing
• Custom FAQ site
• communities

Microsoft Services
Microsoft University
Peter Heldens
Microsoft Services

Professionalisering &
Talent Management
Meten is Weten
Peter Heldens
Manager
Netherlands

Trends
&
Ontwikkelingen
Wat is mijn rol
in de visie van
de organisatie?
Passen mijn (IT)
vaardigheden bij
onze doelstellingen?
Hoe pakken
we het aan?
Hoe ‘meten’ we
onze progressie
t.o.v. het plan?Gaan we goed
t.o.v. het plan?
Hoe passen we ons
aan om effectief te
blijven?
Hoe blijven
we op koers?
Professionalisering
Scorecards en
rapportages
Performance
feedback
Verandermanagement
Intern
commitment
Duidelijke
rollen
Een totaalplan
van aanpak
Ambities
per rol
Kennismanagement
Hoe leren we
van elkaar?
Hoe trekken we de
kwaliteit naar een
hoger niveau?
Wat zegt ons
Career Model?

Succes
Factoren ?
Wat is mijn rol
in de visie van
de organisatie?
Passen mijn (IT)
vaardigheden bij
onze doelstellingen?
Hoe pakken
we het aan?
Hoe ‘meten’ we
onze progressie
t.o.v. het plan?Gaan we goed
t.o.v. het plan?
Hoe passen we ons
aan om effectief te
blijven?
Hoe blijven
we op koers?
Scorecards en
rapportages
Performance
feedback
Verandermanagement
Intern
commitment
Duidelijke
rollen
Een totaalplan
van aanpak
Ambities
per rol
Kennismanagement
Hoe leren we
van elkaar?
Hoe trekken we de
kwaliteit naar een
hoger niveau?
Wat zegt ons
Career Model?
Regie van
Uitvoering

Op basis van de rol (persona):
Wélke kennis is wáár nodig?
Scenario/Thema: building a modern data center, building Apps, BI tools
basicuser(level0–100)Advanceduser100-300)Expertuser300-400 IM / functioneel beh. Development/apps Data architectuur Infrastructure
Gebruiksorganisatie
Work force LeadKey user
IT organisatie
Senior IT systeembeheerder
Overtuiging
1 day
Scenario toelichting (bewustwording)
interne documentatie
Presentaties..
ISO 27001
(Azure)
2 days
ILT
 certificate
MTA Windows
Server, admin
fund.3 days
SLCGLILT
 certificate
MTA OS
fundamentals
3 days
SLCGLILT
 certificate
MTA Networking
fundamentals
3 days
SLCGLILT
 certificate
MTA Security
Fundamentals
3 days
SLCGLILT
 certificate
Administering
Windows Server
2012
SLCGLILT
 certificate
Installing and
Configuring
Server 2012
SLCGLILT
 certificate
Configuring
Advanced Server
2012 services
SLCGLILT
Linux
fundamentals
2 days
CGLILT
 certificate
MTA Database
3 days
SLCGLILT
SQL
fundamentals
2 days SLCGLILT
 certificate
Querying
Microsoft SQL
Server
SLCGLILT
 certificate
Implementing a
data Warehouse
with SQL server
SLCGLILT
XML
fundamentals 2
days
CGLILT
 certificate
Designing DB
Solutions for
SQL server 2012
SLCGLILT
AZURE for
developers
CGLILT
 certificate
HTML5 Web-
development 3
days
SLCGLILT
 certificate
MTA Software
development
3 days
SLCGLILT

certificate
MTA Web
development
3 days
SLCGLILT
Design Patterns
Overview
3 days
CGLILT
 3 certificates
MCSD Web App
development
15 days
SLCGLILT
Object
Orientation, RUP
en UML.
3 days
CGLILT
 certificate
MCSD Store
Apps using C# /
HTML 5
SLCGLILT
 certificate
ASL foundation
2 days
CGLILT
 certificate
BiSL®
Foundation
2 days
CGLILT
 certificate
PRINCE2
foundation
2 days
CGLILT
 certificate
ITIL foundation
3 days
CGLILT
SCRUM
introduction
1 day
CGLILT
 certificate
Cobit
3 days
CGLILT
 certificate
Togaf level 9
certified. 5
days CGLILT
Kepner –
Tregoe
2 days
Advanced Java
Scripting
2 days
Java Programming
fundamentals
3 days
CGLILT
App App
Development for
5 days
CGLILT
App Deployment
& Management
1 day
CGLILT
Cursus
C#Fundamentals
2 days
CGLILT
MOF voor
Managers
0,5 day
CGLILT
 certificate
MCSE Private
Cloud
10 days
SLCGLILT
 certificate
MCSE Server
infrastructure
10 days
SLCGLILT
Reference: MSFT
Virtual Acadamy
4 modules
Reference: MSFT
Virtual Acadamy
4 modules
TECHNET WP
WhitePaper /
book
 certificate
Sys. Center
SCOM
5 days
SLCGLILT
Azure overview
for IT-pro
SLCGLILT
Windows Azure
virtual machines
2 days
SLCGLILT
Reference: MSFT
Virtual Acadamy
4 modules
TECHNET WP
CHANNEL 9
CHANNEL 9
CASE STUDIES
CompTIA
Storage+ (SNIA)
CGLILT
CompTIA Cloud+
CGLILT
CISCO Storage
CGLILT
NetApp Storage
CGLILT
Python
fundamentals
3 days
CGLILT
 certificate
Programming in
.NET
5 days
SLCGLILT
 certificate
MCSD
SharePoint
Applications
SLCGLILT
CASE STUDIES
EXCEL Business
Intelligence
2 days
ILT
EXCEL basis
1 days
ILT
EXCEL advanced
2 days
ILT
Desired skills
Current skills
Skills
Gap

Cares About Your Career
People, Roles & Technologies

Desired Roles & Levels
per Technology
Defined By Customer
Participant Status Info

Measured Skill Levels
Per Technology
Candidate ID
Candidate Role

Good Fit
Room for improvement

Contoso has
5 persons
for Exchange 2010
on Level 300

Lowest Score Highest Score
Average Score

Desired End State
Defined by Customer
Average Score from
all candidates tested
in the role 2nd Line
Support
Highest Score
Lowest Score
# participants tested
in this role
Operational Risk
&
Training Need

Desired End State
Defined by Customer
Per Role
# Candidates Tested
in this Role
Role
Technology
Average
Score
Skil LevelGap

Candidate
Current Role

The TEST MATRIX provides an overview of
all registered Technology Assessments
per candidate.

The SELF ASSESSMENT presents
Self Assessment Scores
Per Technology Assessments
per candidate.

The VALIDATION ASSESSMENT presents
Measured Assessment Scores
Per Technology Assessments
per candidate.

The DESIRED SITUATION presents
required Technology levels
per Technology
for the Current Role
as defined by the Customer

The STEP-UP MATRIX presents
required Technology Step-Ups
per Candidate
per Technology
for the Current Role
as defined by the Customer
On Target
Above Target
Below Target
Not Measured
INDEX - Measured Level is:

Select NEW ROLE
To explore
Career Opportunities
per Candidate
On Target
Above Target
Below Target
Not Measured
INDEX - Measured Level is:

Customer
Goal
Measure
Skills
Present
Findings
Plan
Excellence
Provide Foundation for Smart Decisions

MS/Partners
TalentProgram
PremierEducationServicesMSLearning

Microsoft University Talent Programma
HUIDIG
KENNIS
NIVEAU
GEWENST
AMBITIE
NIVEAU
Kennis
niveau
BASIS BOOTCAMP
Level 400
Level 300
Level 200
Level 100
CLASSICAL
TRAINING
ADVANCED
BOOTCAMP
EXPERIENCED
BOOTCAMP
E-LEARNING
MASTERCLASS
WORKSHOP
CHALK&TALK
EXPERT
BOOTCAMP
PEOPLE
READINESS
HEALTHCHECKS
PEOPLE
READINESS
HEALTHCHECKS

Bootcamp methode
• Eén locatie met meerdere ruimten & functies (zie afbeelding).
• Meer rust creëren tijdens de examens die op aangeven van de medewerkers op verschillende
momenten in het traject worden afgenomen;
• Saamhorigheid creëren in de intensieve tijd;
• Alle benodigde apparatuur (pc installaties, examenfaciliteiten) is reeds aanwezig;
• Directe aanwezigheid van aanvullende docenten of expert’s;
• Dagelijkse stand up meetings waarbij Agile/SCRUM methodieken worden gebruikt.

95
Boot camp CoachingExamen
theorie
oefenen
lounge

“Taking End-to-end Responsibility For The Business Impact Of Our Latest Technology”
Peter.Heldens@Microsoft.com
www.microsoft.nl/MicrosoftUniversity

Microsoft Services
Samenwerking op
Maat
Edith Payman – van de Laar
Services Account Executive
Microsoft Services

Understanding
and results
through direct
cooperation
Premier Support takes care of
your immediate and future
onpremise and cloud support
needs, accelerates technology
uptake and innovation, minimizes
risk and helps you achieve
competitive advantage in the
education marketplace.

Overview of
Microsoft
Support
Options
Unlimited
unmanaged incident
support on O365 and
Azure
Included in Cloud
Services
Professional Support
Pay per Incident
Call 020 500 1500
EUR 300 per incident
Pooled Premier
Support
EUR 10.340 per year
Premier Light
EUR 17.500 per year
Premier for
Education
Price upon request

Entry level access to first class support
Technical Support
• 24*7 Problem
Resolution with
Rapid Onsite
Support for Cloud
and OnPremise
Incidents
Delivery Support
• Kick Off Workshop
• Service Delivery
Manager (Pooled)
Euro 10.340 per year
Pooled Premier
Support
Op inschrijving met minimale deelname van 30 instellingen

Maximize your Office365 deployment
Technical Support
• 24*7 Problem
Resolution with
Rapid Onsite
Support for Cloud
and OnPremise
incidents
• Software Update
Service
End User
Guidance
• Sharepoint
Training Portal
• Key User
Training
• Gamification
Engine
Delivery Support
• Kick Off Workshop
• Service Deliver
Manager
Euro 17.500 per year
Premier Light
for Office365
Per instelling af te sluiten

Knowledge through Partnership
Technical Support
• 24*7 Problem
Resolution with
Rapid Onsite
Support for Cloud
and OnPremise
incidents
IT & End User
Guidance
• IT Improvement
Programs
• Adoption
Services
• Training & Dev
• Ops Consulting
• Migration
Support
Dedicated Delivery
Manager
• lifecycle mngt
• escalation mngt
• major incident
response planning
• reporting
• governance,
• software update
management
• resourcing
Price Upon Request
Premier Support for
Education
Per instelling af te sluiten

Overview of
Microsoft
Support
Options
Unlimited
unmanaged incident
support on O365 and
Azure
Included in Cloud
Services
Professional Support
Pay per Incident
Call 020 500 1500
EUR 300 per incident
Pooled Premier
Support
EUR 10.340 per year
Premier Light
EUR 17.500 per year
Premier for
Education
Price upon request
For more information, please visit the following websites:
Microsoft Premier Services

Office 365 Support Engagement Overview: Customer Resource Guide

Office 365 Support Engagement Overview: Customer Resource Guide

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Andere mochten auch

Andere mochten auch (20)

Ähnlich wie Office 365 Support Engagement Overview: Customer Resource Guide

Ähnlich wie Office 365 Support Engagement Overview: Customer Resource Guide (20)

Mehr von SLBdiensten

Mehr von SLBdiensten (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Office 365 Support Engagement Overview: Customer Resource Guide