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.