Office 365 Admin Support Skills: Core Concepts Dale Kim and Michael de Blok

Meet Dale Kim and Michael de Blok Microsoft Support Escalation Engineer Focused on Office 365 and Exchange Online Microsoft Support Escalation Engineer Focused on Office 365 and Exchange Online

Setting Expectations Progressive discussion with self-paced exercises attached Target Audience Supporting the Office 365 IT Pro Supporting users as an IT Pro Suggested Prerequisites/Supporting Material None

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Related MVA courses Office 365 Admin Support Skills: Service Management Advanced service management skills to support your Office 365 tenant.

Module 01: Administration Overview

1.1 | Administration program overview

Lesson Overview Objectives Topics Recognize that the key learning experience comes from knowing what Office 365 admin resources and tools are available that help you answer questions and solve problems. Understand the type of role you play as an Office 365 administrator throughout the modules in this program. List the modules that are included in the Administration program. Topics What’s this about Where we’ve been: Information Worker Where we’re going: Administrator Administration program agenda

Setting Expectations: Interpreting the Layers Graphic Typical user is the information worker(IW) What is Office 365 from user’s perspective? Things should just work, such as, accessing services, installation of applications, and use of devices As an administrator for the IW, it’s important to understand the work flow, administration requirement, and how to support users Knowing where the resources are and planning carefully will help lower escalation and frustration Being familiar with resources and subscription types introduced module 1 will be important as remaining modules will build on this information

Course Topics Module number Module name Key topics 1 Overview 2 What’s in this program Finding relevant resources Surveying Office 365 plans Surveying Office 365 services Surveying Office 365 support offerings 2 Planning Planning considerations Admin roles Planning tools 3 Deployment Deploying a pilot tenant Understanding Domains and DNS Installing Office ProPlus

Course Topics Module number Module name Key topics 4 Identity Management What is identity management How identity management works in Office 365 Azure Active Directory Managing identities in the Cloud 5 Directory Synchronization Survey Directory Synchronization Prepare for Directory Synchronization 6 Hybrid deployment Understanding hybrid environments Configuring hybrid

Course Topics Module number Module name Key topics 7 Security, Compliance and Protection Auditing reports Data loss protection In-place archiving, holds, and eDiscovery Information rights management Journaling Transport rules Anti-spam Anti-virus Quarantine

Course Topics Module number Module name Key topics 8 Operations Review common admin tasks Create and configure new email accounts Manage site mailboxes Assign roles and permissions Manage journaling and in-place archiving Manage groups, distribution groups, and dynamic distribution groups Manage external contacts Manage mobile devices with ActiveSync Manage Office installation Use the Office 365 Admin app

Course Topics Module number Module name Key topics 9 Getting Help Where to get help Administrative support options Support-severity and response expectations

1.2 | Finding relevant resources

Finding relevant sources Objectives Step through the discovery workflow that Office 365 administrators should follow to learn more about their Office 365 environment. Access the key online resources that provide the bulk of Office 365 operational guidance for administrators. http://office365.com->http://products.office.com/en-US/ Technet.Microsoft.com Support.Microsoft.com Msdn.com Ehlo blog What’s new and what’s up? From just year ago a lot has changed. -Over Capability of Office 365 -Email, Exchange Online, enterprise grade email with scalable service level, shared calendars -File sync and share – store files, co authoring, document management -Social – yammer, knowledge of network that you work with -IT control – everything you need to manage, control and provision -Office Apps – Android, Windows, cross devices and browser support Differentiates from rest as it’s all integrated -Instead of buying parts as needed -Powershell for bulk automation – 100k users

1.3 | Surveying Office 365 plans

Survey Office 365 service offerings Explain what the plan is: https://products.office.com/en-us/business/office-365-enterprise-e3-business-software http://products.office.com/en-US/business/compare-office-365-for-business-plans Three main SMB plans 4 main enterprise plans Demo page listing all plans – business, non-profit, education, etc… Not all licenses include apps High number of supported user for SMB is 300, enterprise for larger numbers Utilizing consulting and partners for companies without in house tech Partner offers Partners???? http://technet.Microsoft.com/en-us/library/office-365-partners.aspx Email – demo OWA, ability to get out of attachments -New email -> Insert attachment -> Upload to cloud and send link -One drive for business will have documents, terabyte of storage, drag and drop, sync to local ----Share and collaborate ---------In and out of company -Open word in browser, edit online ----In document it shows co auth if another is working on it, it will show real time ----Tell me what to do, takes you to command Post from one drive to Yammer Signs into Office, remembers recent templates, recent files

Match plans to organizations Explain what the plan is: Review enterprise, nonprofit, and SMB plans Plans may differ geographically

Survey Office 365 support offerings Explain what the plan is: Sales supports Premier support services and cloud vantage http://products.office.com/en-us/business/compare-more-office-365-for-business-plans a. Premier Support Services offers immediate escalation for urgent issues and access to live support engineers. b. Premier Support for Office 365 provides customers a designated Office 365 specialized Technical Account Manager (TAM) or Service Delivery Manager (SDM)—essentially a single point of contact for the customer. This level of support also includes support for cloud-based infrastructure—something that the Premier Support Services does not. This service can now be positioned as a Managed Support offering within Cloud Vantage Services, as well as a standalone offering or an ‘add-on’ to an existing Premier contract. c. Cloud Vantage is actually suite of services that includes Premier Support for Office 365 and incorporates a full-lifecycle approach that spans initial strategy, through readiness and implementation, to support. Specifically, it offers managed lifecycle, managed deployment, and managed support (which is the Premier Support for Office 365). All Office 365 subscriptions can call in 24/7 for a critical issue, but only enterprise subscriptions can call in 24/7 for any type of issue.

1.4 | Surveying Office 365 services

Survey Office 365 services Office 365 feature Microsoft product or service Business-class email Exchange Online Online conferencing Lync Online Public website SharePoint Online File sharing Enterprise social Yammer Enterprise eDiscovery center Advanced email (archiving, legal hold) Spam and malware protection Exchange Online Protection Active Directory integration Active Directory

Match features to organizations