1. 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
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2. 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
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3. What we are looking at: What you want to know: 5/26/2018 6:17 PM
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4. 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. 5/26/2018 6:17 PM
Demo
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6. 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 Notifications &
Report an Outage
Send an with your tenant ID and up to 3 addresses to
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
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7. 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.

8. Service Health Email Notifications (GA)
5/26/2018
What’s coming
Service Health 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.

9. 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.

10. 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.

11. Service Health Email Notifications (GA)
5/26/2018
What’s coming
Service Health 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.

12. 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.
PB 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.

13. S4 Solutions Specialist Summit
5/26/2018 6:17 PM
Roadmap
Q4 2017
Q1 2018
Q2 2018
Translations – GA
Report an Outage – public preview
notifications – public preview
Support for multi-geo tenants – public preview
Report an Outage – GA
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.

14. 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.

15. 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 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.

16. 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.

17. 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.

18. 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.

19. 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.

20. Please evaluate this session
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5/26/2018
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© 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.

22. 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.

23. 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.

24. 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.

25. 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.

26. 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.

27. 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.