Transform the Way you Manage Skype for Business Microsoft 2016 7/28/2018 3:32 PM BRK2245 Transform the Way you Manage Skype for Business Arun Raghavan Vice President of Engineering Unify Square Dimitri Blondeel Global Director of Managed Services Unify Square © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Skype for Business vs Driving A Car 7/28/2018 3:32 PM Skype for Business vs Driving A Car © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

PowerSuite™ and PowerAssurance™ 7/28/2018 3:32 PM PowerSuite™ and PowerAssurance™ PowerSuiteTM Skype for Business operations solutions software Solutions in 5 categories: Monitoring, Reporting, Analytics, User Experience & Provisioning 13 different solutions today and expanding to 20+ solutions by CY 2017 Expanding to encompass single pane of glass across cloud and on premise PowerAssuranceTM Managed cloud service for Skype for Business Leverages PowerSuite for monitoring, reporting and troubleshooting © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Skype Operations Framework Microsoft Ignite 2016 7/28/2018 3:32 PM Skype Operations Framework Unify Square PowerAssuranceTM covers the Operate Phases in the Skype Operations Framework Unify Square PowerAssuranceTM Special Edition covers all Phases in the Skype Operations Framework Unify Square PowerAssurance and PowerAssurance Special Edition © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Top Skype for Business IT Operations Issues 7/28/2018 3:32 PM Top Skype for Business IT Operations Issues Paradigm shift from infrastructure-centric approach to user-centric approach How to manage risk around (VQ and Availability) SLAs? How to deal with top-down escalations? Complex network issues impacting user satisfaction “Gremlins” in the system that are rarely reported by end users © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Microsoft Ignite 2016 7/28/2018 3:32 PM Case Study #1 Actionable Recommendations for End User Voice Quality Issues Problem: All KPIs showing Green Users complaining about poor call experience (Top Down) Solution: Discover users with largest proportion of poor calls (above acceptable poor call %) Actively provide recommendations on a weekly basis Scale out approach Using: PowerSuite Helpdesk Small NA Customer (~1,500 end users) Approach Currently Scaling to large Multi National Company (180k users) © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo #1 PowerSuite Helpdesk Microsoft Ignite 2016 7/28/2018 3:32 PM © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Case Study #2 Voice Quality Carrier Issues Microsoft Ignite 2016 7/28/2018 3:32 PM Case Study #2 Voice Quality Carrier Issues Problem: Unreliable PSTN Connectivity in remote (exotic) sites Scope: Affecting Small Branch Offices Solution: Monitor PSTN Connections with probe less synthetic transactions Using: PowerSuite Monitoring Geography: (South East) Asia Industry: Software © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo #2 PowerSuite Monitoring Microsoft Ignite 2016 7/28/2018 3:32 PM © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Case Study #3 Voice Quality and Availability SLAs Microsoft Ignite 2016 7/28/2018 3:32 PM Case Study #3 Voice Quality and Availability SLAs Problem: How do you provide SLAs on Voice Quality and Service Availability and how do you meaningfully address risks Scope: Service Level Management Solution: Checklist Mitigated risk / increased outcomes Tool Used: PowerSuite Service Health Geography: Worldwide Industry: All Unify Square Customers PowerSuite and PowerAssurance © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Voice Quality Benchmarks (Overall) Benchmark for Overall Poor Call: 2.14% (Target: 3.0%) Obtained from crowd sourced platform PowerSuite.

Voice Quality Benchmarks (Wireless Internal) Benchmark for Wireless Internal Poor Call: 4.33% (Target: 5.0%)

Demo #3 PowerSuite Service Health Dashboard Microsoft Ignite 2016 7/28/2018 3:32 PM Demo #3 PowerSuite Service Health Dashboard © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Case Study #4 Client Version Management Microsoft Ignite 2016 7/28/2018 3:32 PM Case Study #4 Client Version Management Problem: BYOD causes client version proliferation Scope: First Line Helpdesks Solution: Helpdesk workflow was changed to Check for version # Technically possible to restrict client versions, though many enterprise choose not to do this Using: PowerSuite Call Explorer Total Client Versions: 1,994 (!) Geography: EMEA and Worldwide Industry: Consumer Goods © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo #4 PowerSuite Call Explorer Microsoft Ignite 2016 7/28/2018 3:32 PM Demo #4 PowerSuite Call Explorer © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Case Study #5 Supported vs Unsupported Devices Microsoft Ignite 2016 7/28/2018 3:32 PM Case Study #5 Supported vs Unsupported Devices Problem: How do you proactively address Voice Quality issues? (Echo / unsupported devices) Scope: Service Management Solution: Identify on a weekly / periodic basis , users who are candidates for user education around device choice Using: PowerSuite Call Explorer Geography: North America Industry: Charity © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo #5 PowerSuite Call Explorer Microsoft Ignite 2016 7/28/2018 3:32 PM Demo #5 PowerSuite Call Explorer © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Case Study #6 “Gremlins” in the system Microsoft Ignite 2016 7/28/2018 3:32 PM Case Study #6 “Gremlins” in the system Problem: PowerSuite Monitoring revealed degradation and loss of conferencing functionality Users rarely mention glitches, they just “retry” and get frustrated Scope: All users, all customers Solution: Synthetic transactions Data Driven Problem Management Tool Used: PowerSuite Synthetic Transactions Service Availability annotations provide instant context to Service Managers © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo #6 Service Health Dashboard Microsoft Ignite 2016 7/28/2018 3:32 PM Demo #6 Service Health Dashboard © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Skype for Business vs Driving A Car 7/28/2018 3:32 PM Skype for Business vs Driving A Car © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

PowerSuite™ and PowerAssurance™ 7/28/2018 3:32 PM PowerSuite™ and PowerAssurance™ PowerSuite Skype for Business operations solutions software Solutions in 5 categories: Monitoring, Reporting, Analytics, User Experience & Provisioning 13 different solutions today and expanding to 20+ solutions by CY 2017 Expanding to encompass single pane of glass across cloud and on-premise PowerAssurance Managed cloud service for Skype for Business Leverages PowerSuite for monitoring, reporting and troubleshooting Talk to us about your challenges Booth #711 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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Please evaluate this session 7/28/2018 3:32 PM Please evaluate this session Your feedback is important to us! From your PC or Tablet visit MyIgnite at http://myignite.microsoft.com From your phone download and use the Ignite Mobile App by scanning the QR code above or visiting https://aka.ms/ignite.mobileapp © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

7/28/2018 3:32 PM © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.