4/17/2017 © 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.

Office 365 Service Management Excellence 4/17/2017 Office 365 Service Management Excellence OFC-B227 Andrea Huysing Product Marketing Manager © 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.

Agenda Service Management is core to your success running Office 365 Understand Service Continuity, Uptime, SLA & Incident Lifecycle Know where to go for Support Know the resources and tools for staying informed and empowered We want to hear from you. Feedback please!

4/17/2017 “ We now have a truly solid, cloud-first foundation built. The next step is building the end-to-end customer lifecycle experience that exceeds all expectations.” -Julia White, GM of Product Marketing, Office © 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 we’ve heard concerning the Cloud Loss of control Change. Change. Change. How does support work? What’s my role during incidents and outages? Pace of change impact on user readiness Security of my data Stuff breaking when change happens Can I still customize stuff? Keeping all of my infra current with service requirements What’s my role/job/department look like once we move? Change Trust Control

Microsoft Office 365 - Cloud principles Maintain an evergreen service Provide a platform built on security, privacy, and trust Offer highly configurable and scalable services

Cloud productivity difference 4/17/2017 Cloud productivity difference Cloud-based Design Highly configurable / Mix and match services Online Initiated World-class Support Running in the cloud allows you to be more productive with flexibility & scalability while still receiving world class service, security and reliability. Resiliency & Multi-data center seamless failover Operations Automation Scalability & Flexibility between cloud and hybrid World-class Security © 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.

Service Management Excellence 4/17/2017 Your Journey Purchase Deploy Run Service Management Excellence Operate & Optimize © 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.

Our Service Management Framework 4/17/2017 Our Service Management Framework Optimize Productivity & Efficiency Operate Run State Deployment Post Deployment Empowered & effective IT, admins & partners Engaged & productive users Excellent service experience Change Management & Comms Maintenance Performance & Monitoring Service Health & Incidents Support Usage & Adoption Extensibility & Development 9 © 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.

Service Health & Incident Lifecycle Service Continuity Uptime & SLA Understand the incident lifecycle and your role Know the resources and tools for staying informed We want to hear from you. Feedback please!

Service continuity by design Microsoft Office365 4/17/2017 Service continuity by design Redundancy Physical Data Functional Resiliency Active load balancing Recovery across “failure domains” regularly tested Distributed Workloads Resilient Most failures contained to single service Service component isolation Human intervention by exception Automated recovery alerts 24x7 on-call engineer On-call engineers are core product group members Predictability and Inspectability Incident avoidance Deep internal monitoring and outside-in monitoring Diagnostics for SI impacting events Complexity avoidance and graceful degradation Standardized hardware Fully automated deployment Built-in workload management mechanisms © 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.

A good measure of Service Continuity is Service Uptime Microsoft Office365 4/17/2017 A good measure of Service Continuity is Service Uptime The Office 365 service level agreement expresses uptime in this way: 𝑈𝑠𝑒𝑟 𝑚𝑖𝑛𝑢𝑡𝑒𝑠−𝑑𝑜𝑤𝑛𝑡𝑖𝑚𝑒 𝑈𝑠𝑒𝑟 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 ×100% The objective is to describe the risk of outage to an individual tenant based on the aggregate uptime of the service. Longer outages have greater impact to the percentage Outages that affect a greater number of users have greater impact More severe outages in terms of users or duration lead to greater deviations from 100%, which can be used for remedy service credits. © 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.

Worldwide Uptime & Availability Microsoft Office365 4/17/2017 Worldwide Uptime & Availability As a commitment to running a highly available service, we have a Service Level Agreement of 99.9% that is financially backed. We aim to be transparent in our operations so you can monitor the state of your service, track issues, and have historical view of availability. Recent uptimes: © 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.

Service incidents are a reality…. …it’s how we respond that makes the difference

Service incident lifecycle Service operating normally During an incident After an incident

Your role Your Role Service operating normally During an incident Microsoft Office365 4/17/2017 Your role During an incident After an incident Service operating normally Service operating normally Your Role Understand what to expect and where to receive communications from Microsoft in the case of Service Incident Have a plan for communications and processes to your company and users Download Office 365 Admin app for the tenant admin’s favorite mobile device © 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.

Service operating normally During an Incident During an incident During an incident After an incident Service operating normally Your Role Check service status on the Service Health Dashboard Connect with your account team or partner Engage internal stakeholders, customers and/or partners as appropriate by role

Office 365 service incident notification process Microsoft Office 4/17/2017 Office 365 service incident notification process Communication Flow Incident occurs Service Health Dashboard updated “investigating” Incident status posted to Service Health Dashboard Service Health Dashboard updated until service restoration Closure summary posted to Service Health Dashboard Post incident review posted to Service Health Dashboard (as appropriate) © 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.

Office 365 Team Roles and Responsibilities Microsoft Office 4/17/2017 Office 365 Team Roles and Responsibilities Incident Manager Incident Managers (IMs) are on-call engineers and core product group members with deep expertise in their relevant area Determine scope of the outage Determine root cause and fastest and best path to resolution Communication Manager Communication Managers (CMs) are on-call engineers and core product group members with deep expertise in their relevant area Coordinate and provide information across internal teams Post communications to SHD Support Support Technicians are technical resources Provide 24 x7 customer phone and web support Update internal support resources Monitor support channels Services Account Management Escalation Management Account Representative Rapid On-Site Support © 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.

Our service incident communications 4/17/2017 Our service incident communications Timely Red Alert Automation Support Big Red Button Enhanced PIR process Targeted Authenticated SHD Tenant Level Upload Accurate More Detailed Posts Measuring Quality of Posts Enhanced PIR materials Flexible Message Center Admin App API © 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.

Service incident toolkit Microsoft Office 4/17/2017 Service incident toolkit Service Health Dashboard Message Center Post Incident Review Admin Mobile App Direct Customer Channels Community Twitter IT Pro Network www.yammer.com/itpronetwork If Service Health Dashboard is down, users can go to: http://status.office365.com/ EBS Outbound Communication Channels © 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.

Service Health Dashboard

Service Health Dashboard ? Investigating Monitors have indicated a service anomaly and/or Microsoft has received reports of a potential service incident. Microsoft is currently investigating. Service Interruption Microsoft has confirmed that normal services are being impacted. Microsoft is taking immediate action to understand the cause of the failure and determine best course of action to restore service. Service Degradation Services are still active, but service responsiveness and/or delivery times may be slower than usual. Microsoft is working to restore normal service responsiveness. Normal Service The service is healthy Restoring Service Microsoft has isolated the likely cause of the incident and is in the process of restoring service Extended Recover Services are restored and may be slower than usual Service Restored Normal system services have been restored i Additional Information There is additional information provided

Service Health Dashboard Microsoft Office Service Health Dashboard 4/17/2017 First and Best Content Updated Hourly Emergency Broadcast System will automatically redirect customers http://status.office365.com © 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.

Service Incident

Service Incident Targeted Content Next updates Workarounds 4/17/2017 Service Incident Targeted Content Next updates Workarounds Customer Impact © 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.

Post Incident Reports Are published for Service Availability issues that span multiple customers Available within 48 hours Downloadable document accessible from SHD 30 day historical view in SHD A PIR includes: Incident Information Summary Customer Impact Incident Start Date and Time  Root Cause Next Steps New survey feedback option

Stay Updated, Anywhere Office 365 Admin App Provides tenant specific Office 365 service health and maintenance information on the go Available for Windows Phone, iOS and Android devices Partner Admin App Available

API access, SCOM integration Ability to query a tenant and see service health results and Message center information. http://blogs.office.com/2014/07/29/new-office-365-admin-tools/

Service operating normally After an Incident During an incident After an incident Service operating normally After an incident Your Role Review PIR which is published within 48 hours on the Service Health Dashboard Review and document internal processes for future incident planning procedures Give feedback on incident communication and suggestions for improvements

Monthly Uptime Percentage Microsoft Office365 4/17/2017 SLA & Service Credits Service credits calculations Monthly Uptime Percentage Service Credit < 99.9% 25% < 99% 50% < 95% 100% Customers are eligible for Service Credits whenever monthly uptime falls below 99.9% Office 365 Service Level Agreement FAQ Microsoft Online Service Level Agreement © 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.

Continuous Learning Post Incident Review within 48 hours Monthly Service Review within 30 days Improvement Cadence Next steps determined Focus is on future protection from similar issues Solid next steps Tracked through delivery 10 additional changes in comprehensive plan 1 immediate next step in PIR

Microsoft Office365 4/17/2017 Office 365 responds to your feedback Running a service brings Microsoft closer to the customer than ever before Customer engagement Old Send-a-smile in-product feedback New Support and community aggregate customers’ issues © 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.

Learning Resources Support Self Help Contact Support Support

Learn Welcome to Office 365 Video Office 365 Learning Center Learn what’s included in Office 365 Office 365 Learning Center Sign in and get started with Office 365 Office 365 Learning Resources Ramp up quickly with videos, guides, and quick reference cards Training Courses for Office 365 Watch how-to videos on common tasks for Office 365 admins and general users

Support self-help Office365 Knowledge Base Library Wiki page. A collection of useful Office 365 self-help resources. Technet.microsoft.com Going deep. Topics for IT pros, developers. The technology behind Office 365, Windows, servers, platforms, developer resources, and heavy-duty IT tools. Like Community, it contains wikis and blogs and help topics, but it tends to be much more technical in content and language.

Support self-help Community.office365.com Forums – ask questions of Support Engineers Wikis – articles about particular tasks, like upgrades or single sign on Troubleshooting – step through questions to locate specific information

Contact Support: Office 365 admins For any non critical issue, submit a new service request to Support via your Office 365 admin center

Contact Support: Office 365 admins For a critical technical issue (such as service is unavailable or unusable) call Support immediately, 24 hours, 7 days a week We have DevOps processes which means 24/7 escalation to the actual development team to resolve issues that cannot be resolved by operations alone. Follow the Support contact instructions maintained on Contact support for technical, presales, billing, and subscription issues

Stay Informed Be Empowered Types of Change / Message Center Public Roadmap Service Descriptions Office 365 Blog Office 365 Trust Center Office 365 Success Center Stay Informed Be Empowered

Types of Change Communicated Ongoing Functionality Updates Planned Platform Updates Evolving System Requirements Unexpected Service Incidents OFC-B226 Microsoft Office 365 Managing Change

Service Updates & Communications 4/17/2017 Service Updates & Communications Source Timeframe Feature updates OneDrive for Business storage increases Major UI changes Public Roadmap 1-3 months Functionality updates New introductions Office Mobile for iPhone OWA for iPhone and iPad Message Center At availability Public Roadmap Up to 12 months Disruptive change API change Deprecations* System requirement change System Requirements 12+ months Message Center At 12 months (ongoing) Configuration changes Auto-discovery configuration DNS record change Message Center 1-12 months Platform updates Infrastructure improvements Bug fix Performance enhancement Security updates Service Health Dashboard 5 day minimum (planned maintenance outage) © 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.

Message Center

Message Center Single source for service communications In-product notification of critical changes and new features coming to Office 365 Provides details on changes and highlights required admin actions Notification bell drives admin awareness and action Targeted communications to specific tenant as needed Planned Maintenance posted 5 business days prior

Office 365 Public Roadmap http://office.com/roadmap 4/17/2017 Office 365 Public Roadmap http://office.com/roadmap A public place where you can get information on service updates to help manage the faster paced release cycles of the cloud Focus on new and updated functionality* Covers what’s coming in the near-term, and some longer-term Offers high-level details, including name, description, status Not a comprehensive view of all change © 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.

Service Descriptions

Office 365 Blog

Office 365 Trust Center

Office 365 Success Center

Summary Understand Service Health, Continuity, Uptime & SLA Know your role during the incident lifecycle Know and leverage your resources for staying informed (Message Center, Service Health Dashboard, Roadmap, Office Blog, Trust Center, Dev Center) Join the Yammer Office 365 Technical Network Stay tuned for more Service Management Excellence Readiness Content, Resources and Tooling! Feedback! Feedback! Feedback! Tell us how we can improve.

4/17/2017 Related content OFC-B320 FastTrack for Office 365: Getting Started and Onboarding (Tuesday)OFC-B226 Microsoft Office 365 Managing Change (Wednesday) OFC-B210 Simplifying the Office 365 IT Experience for Admins and Partners (Thursday) OFC-B335 Office 365 Network Topology and Performance Planning (Thursday) OFC-B211 Beyond Deployment: How IT Can Inspire, Motivate, and Drive Sustainable Adoption (Thursday) © 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.

Join more than 15,000 IT Pros, Developers and Customers to share tacit knowledge and first-hand experience of Office 365 SIGN UP http://aka.ms/technicalnetwork

Resources Learning TechNet Developer Network 4/17/2017 Resources Sessions on Demand http://channel9.msdn.com/Events/TechEd Learning Microsoft Certification & Training Resources www.microsoft.com/learning TechNet Resources for IT Professionals http://microsoft.com/technet Developer Network http://developer.microsoft.com © 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.

Share tips and best practices with other Office 365 experts Technical Network Join the conversation! Share tips and best practices with other Office 365 experts http://aka.ms/o365technetwork

Office 365 Exams Managing Office 365 Identities and Requirements EXAM 346 Deploying Office 365 Services EXAM 347 http://bit.ly/ O365-Cert + Classroom training FLC 40041 Introduction to Office 365 MOC 20346 Managing Office 365 Identities and Services Designing for Office 365 Infrastructure MOC 10968 3 5 http://bit.ly/ O365-Training Online training Office 365 Fundamentals MVA MVA Managing Office 365 Identities and Services http://bit.ly/ O365-MVA Get certified for 1/2 the price at TechEd Europe 2014! http://bit.ly/ TechEd-CertDeal

Please Complete An Evaluation Form Your input is important! 4/17/2017 Please Complete An Evaluation Form Your input is important! TechEd Mobile app Phone or Tablet QR code TechEd Schedule Builder CommNet station or PC © 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.

Evaluate this session 4/17/2017 © 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.

4/17/2017 © 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. © 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.

Our Service Management Framework 4/17/2017 Our Service Management Framework Optimize Productivity & Efficiency Service Management is Core to Office 365 Operate Run State Deployment Post Deployment Empowered & effective IT, admins & partners Engaged & productive users Excellent service experience Change Management & Comms Maintenance Performance & Monitoring Service Health & Incidents Support Usage & Adoption Extensibility & Development 59 © 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.

Office 365 Dev Center

Operate Resources Run State Change Management & Communications 4/17/2017 Operate Resources Run State Change Management & Communications Public Roadmap Office Blog Message Center Service Descriptions Service Health & Incidents Service Health Dashboard Maintenance Performance & Monitoring Management Pack API Support TechNet Community O365 Admin Center Trust Center © 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.

Optimize Resources Productivity & Efficiency Additional Resources 4/17/2017 Optimize Resources Productivity & Efficiency Additional Resources Garage Series for IT Pros: www.microsoft.com/garage Office 365 FastTrack: http://fasttrack.office.com Usage & Adoption //success.office.com Learning Center Get Started Guide Extensibility & Development //dev.office.com © 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.