What’s new in Service Health and Customer Experience Monitoring 5/26/2018 6:17 PM BRK1008 Staying ahead of service incidents What’s new in Service Health and Customer Experience Monitoring Mike Ziock - Senior Director, Service Engineering Pavani Haridasyam – Senior Program Manager © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Issues with technology are a reality 5/26/2018 6:17 PM Issues with technology are a reality Incidents happen Whether you run your own systems or use cloud services Things are different in the cloud Concerns about cloud services • Lack of control • Not enough information • Information delivered too slow © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What we are looking at: What you want to know: 5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Our commitment ACTIONABLE TIMELY ACCURATE TARGETED 5/26/2018 6:17 PM © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

5/26/2018 6:17 PM Demo © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Sign up for the preview For Email Notifications & Report an Outage Microsoft Ignite 5/26/2018 6:17 PM Sign up for the preview For Email Notifications & Report an Outage Send an email with your tenant ID and up to 3 email addresses to shdpreviewsignup@service.microsoft.com We’ll enable preview for your tenant. This will take about 4 weeks. Let us know what you think Feedback button at the bottom of the page Individual feedback on post itself © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What’s coming? Microsoft Ignite 5/26/2018 6:17 PM © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Service Health Email Notifications (GA) 5/26/2018 What’s coming Service Health Email Notifications (GA) © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Service Health Email Notifications (GA) 5/26/2018 What’s coming Service Health Email Notifications (GA) Translation © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

Support for multiple languages 5/26/2018 6:17 PM Support for multiple languages French English PB27232 - Incorrect service health indicator Users will see an erroneous health indicator in the user interface stating that “Memory Thrashing” is red. PB27232 - Indicateur de santé de service incorrect Les utilisateurs verront un indicateur de santé erroné dans l'interface utilisateur indiquant que "Memory Thrashing" est rouge. German PB27232 – Falsche Dienststatus Meldung Dem Benutzer wird eine falsche Dienstatus Meldung angezeigt, die den Status für "Memory Thrashing" als rot angibt. Japanese PB27232 – サービス正常性インジケーターが正しくない ユーザーインターフェイスに誤った正常性インジケーターが表示され、"メモリが不足しています" が赤色になります。 and more…. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

S4 Solutions Specialist Summit 5/26/2018 6:17 PM Roadmap Q4 2017 Q1 2018 Q2 2018 Translations – GA Report an Outage – public preview Email notifications – public preview Support for multi-geo tenants – public preview Report an Outage – GA Email Notifications – GA Translation – public preview Support for multi-geo tenants – GA © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What to expect SERVICE OPERATING NORMALLY DURING AN INCIDENT 5/26/2018 6:17 PM What to expect SERVICE OPERATING NORMALLY DURING AN INCIDENT AFTER AN INCIDENT © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

What to expect SERVICE OPERATING NORMALLY SERVICE OPERATING NORMALLY 5/26/2018 6:17 PM What to expect SERVICE OPERATING NORMALLY SERVICE OPERATING NORMALLY MICROSOFT’S ROLE Design with resiliency in mind to avoid issues in first place Continue to build out Service Management readiness For Premier customers, TAM will lead Monthly Service Review YOUR ROLE Understand what to expect and where to receive communications from Microsoft in the case of Service Incident via the Service Health Dashboard and sign up for Email Notifications Download the latest version of the Office 365 Admin App for the tenant admin’s favorite mobile device © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

What to expect DURING AN INCIDENT MICROSOFT’S ROLE 5/26/2018 6:17 PM What to expect DURING AN INCIDENT MICROSOFT’S ROLE Focus on incident resolution triage appropriate on call engineers as necessary to resolve service incident Communicate timely, targeted and accurate messages via the SHD YOUR ROLE Check service status on the Service Health Dashboard and other methods such as the Admin App If you don’t see something tell us via “Report an Outage” Communicate updates to your own leadership and user population Connect with your account team or partner © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

What to expect AFTER AN INCIDENT MICROSOFT’S ROLE 5/26/2018 6:17 PM What to expect AFTER AN INCIDENT MICROSOFT’S ROLE Account Team: Review the closure summary and/or Post Incident Review (PIR) Monitor feedback to continuously improve Perform post-mortem on the incident and implement fixes to prevent recurrence. YOUR ROLE Review closure summary and/or PIR Provide feedback Review internal incident procedure and adapt as necessary © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

5/26/2018 6:17 PM Q&A © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Related sessions Session Name When 5/26/2018 6:17 PM Related sessions Session Name When Understand how your users are using Office 365 – What’s new in Office 365 usage reporting Monday, 2:15 PM - 3:30 PM, OCCC W311 Manage Office 365 more effectively: What’s new in Office 365 administration Tuesday, 9:00 AM - 10:15 AM OCCC Valencia W415 CD Manage all your communications workloads in Office 365 Tuesday, 12:30 PM - 1:45 PM, OCCC W311 Manage an evergreen service: Office 365 release policies and communication processes Wednesday, 2:15 PM - 3:30 PM, OCCC W308 Manage SharePoint using the new Sharepoint Admin Center Thursday, 2:15 PM - 3:30 PM, OCCC W304 Embrace Office 365 Groups: Overview and roadmap Wednesday, 2:15 PM - 3:30 PM, OCCC W221 Understanding Multi-Geo Capabilities in Office 365 Wednesday, 3:15 PM - 4:00 PM Stay ahead of service incidents – What’s new in Service Health & Customer Experience Monitoring Wednesday, 9:00 AM - 9:45 AM, Hyatt Regency Windermere W © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

Please evaluate this session Tech Ready 15 5/26/2018 Please evaluate this session From your Please expand notes window at bottom of slide and read. Then Delete this text box. PC or tablet: visit MyIgnite https://myignite.microsoft.com/evaluations Phone: download and use the Microsoft Ignite mobile app https://aka.ms/ignite.mobileapp Your input is important! © 2012 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.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5/26/2018 6:17 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.