1. Manage a High Quality and Reliable Service Deployment
Brandon Bernier

2. About Brandon Bernier
Brandon Bernier Senior Program Manager Customer Experience and Deployment

3. About SOF
The shift to the cloud requires rethinking how enterprises and partners Plan, Deliver and Operate Skype for Business. The Skype Operations Framework (SOF) provides a multi-faceted approach to the successful deployment of Skype for Business, providing
Practical guidance, recommended practices, tools and assets to enable enterprises to plan, deliver and operate a reliable and cost effective Skype for Business Service in the cloud.  
A common understanding of the Skype for Business online lifecycle for customers and partners to effectively engage and drive Skype usage and customer success. 
Training for customers and partners via Skype Academy
Feedback mechanisms to capture and incorporate updates from the field
To find out more please visit

4. Training disclaimer SOF is a living framework
We innovate on a constant basis
New content will be added, existing content will be updated
By the time you watch this training, some details might be different
For major changes, new trainings will be created
For most recent trainings go here
This is the January 2017 version of this training

5. Manage a Quality and Reliable Service Deployment

6. About this activity
Planning for the areas and tasks covered throughout this training reduce the surface area for negative user experiences Proactively design for quality prior to deployment There are new SOF resources to understand what to monitor, how to monitor and what you should do should problems arise
You are here

7. Prerequisites of this activity?
Discovery Questionnaire Envisioning Workshop

8. Expected outcome Understand the Key Components of User Experiences
Manage... Quality and Reliable Deployment Deck
Understand the Key Components of User Experiences
Apply all Quality Requirements to the Deployment
Become Familiar with the Tools for Assessing Experience
Understand Service Management Activities

9. Introduction to User Experience

10. What Influences the User Experience?
Reliability
Am I able to use the solution at any point in time, regardless where I am?
Am I able to setup and maintain a call?
Call quality
Am I delivering great call quality in all scenarios?
Am I able to identify areas that aren’t performing well and can I address them?
User satisfaction
What is the perception of the solution?

11. What‘s Involved in the User Experience?
Manage... Quality and Reliable Deployment Deck
Managed by Microsoft
Provided as a service
Managed by you
Close to full control
Limited control

12. Manage... Quality and Reliable Deployment Deck
Key Components
O365 Service
Network
Endpoints
Manage... Quality and Reliable Deployment Deck
Skype for Business Online can be split into three major areas The combination of all three areas encompasses the quality of the user experience
Service Management
Customer Responsibility
Microsoft Responsibility

13. Manage... Quality and Reliable Deployment Deck
Network
Manage... Quality and Reliable Deployment Deck
Network performance
Is the network configured and ready to deliver real-time workloads?
Have I configured VPN for remote users to route around the VPN?
Network reliability and configuration
Does the network deliver a consistent experience, even under heavy load?
Can users directly access Office 365 endpoints from all locations?
Network reliability and configuration
See dedicated network readiness assets for more information on skypeoperationsframework.com

14. Manage... Quality and Reliable Deployment Deck
End Points
Manage... Quality and Reliable Deployment Deck
Client Management
Are the PCs in my organization capable of running Skype for Business?
Are the PCs in my organization capable of running Skype for Business alongside all the other applications/processes in the standard corporate image?
What is my update strategy to ensure users are running new versions Skype for Business?
Client-side firewalls
Strategy for updating Wi-Fi Drivers
Devices
What type of headsets will users be using?

15. Manage... Quality and Reliable Deployment Deck1
Quality Requirements
Deploy Quality of Service (QoS)
Media workloads must be prioritized into proper queues
Bypass proxy for Office 365 traffic
PAC file manipulation is the recommended method
Implement Split Tunnelling for VPN solutions (or Direct Access)
Media traffic must bypass the VPN and connect directly to Office 365
Ensure the right ports and protocols are open
TCP and UDP ports must be opened; High port range is a must for quality
Use Phones and Devices optimized for Skype for Business; including the latest Skype for Business clients
Undertake a Network Readiness Assessment
Including Internet Egress Planning and Wi-Fi optimization
Manage... Quality and Reliable Deployment Deck 2
A combination of planning for these areas and operations will ensure users have a consistent and reliable experience 3 4 5 6

16. Service Management User admin Advanced Feature provisioning
Manage... Quality and Reliable Deployment Deck
User admin
(move/add/change)
Advanced Feature provisioning
Service planning
Internal department coordination, design for expansion & extension
Service admin
Service desk, help desk, end user white glove services training
Capacity management
Asset management
(tracking, ordering, replacing, retiring)
Reporting and service billing

17. Manage... Quality and Reliable Deployment Deck
Establish Owners
Manage... Quality and Reliable Deployment Deck
Define owners for respective areas
Use the Operational Role Mapping workshops to identify owners
Use this to assign tasks and regular cadence for each to ensure great user experiences

18. User Experience Management

19. Call Quality Dashboard
Manage... Quality and Reliable Deployment Deck
CQD is the primary tool used to assess the overall Skype for Business experience in Office 365
It provides access to very broad set of data
Web-based access
Report builder
Exposes Quality and Reliability data
Best practices
Conferencing / Peer-to-Peer (P2P)
Managed / Unmanaged
Wi-Fi / Wired
Group by subnet / building
Identify top offenders

20. SOF Provided CQD Resources1
Configuring CQD
Mapping networks to buildings for additional insights
Starter Materials
Getting started video series and training workshop resources are available
Sample CQD Templates
Accelerate CQD insights with a curated set of reports aimed at extracting insights on Audio, Reliability, Devices and Clients
Monitoring Playbook
Learn how to operationalize CQD and effectively drive call quality investigations
Manage... Quality and Reliable Deployment Deck 2 3* 4*
* Primary material to drive user experience

21. CQD Playbook and Template
Manage... Quality and Reliable Deployment Deck
Use these resources to discover organizational insights, then break them down into actionable activities
AUDIO
RELIABILITY
USER SURVEY
DEVICES
CLIENTS
Discover overall organization statistics (e.g. good, poor)
Break down the metric by building or network
VPN calls
Calls over proxy
Gain insights into what the % of Call Setup Failures is
Learn where the Call Setup Failures occur
Uses Rate My Call data to learn about the users’ actual experience
Where are the poor experiences occurring?
Correlate poor surveys to devices
Learn what Microphone and Speakers are most prevalent in the environment
Learn what client versions are most prevalent in the environment

22. Operational Lifecycle
Manage... Quality and Reliable Deployment Deck
ASSERT
Review quality data
Identify hot topics
MAINTAIN
Continue monitoring to ensure stability
ACHIEVE
Analyze specific scenario
Define and take actions
Verify impact

23. Learning Objectives Recap
The quality requirements are paramount to deliver and maintain consistent quality user experiences
Planning for these areas and tasks reduces the surface area for negative user experiences
Design for operations and quality prior to deployment
There are new assets in SOFv3 available to assist you identify and narrow down areas of investigation for areas that impact quality and reliability 1 2 3 4

24. Community Give feedback Ask and discuss Stay up to date
Ask and discuss
Stay up to date

25. Q & A

26. Resources All about SOF Skype Academy
Skype Academy