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

2. 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

3. 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

4. Join the MVA Community! Microsoft Virtual Academy
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5. Related MVA courses
Office 365 Admin Support Skills: Service Management
Advanced service management skills to support your Office 365 tenant.

6. Module 01: Administration Overview

7. 1.1 | Administration program overview

8. 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

9. 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

10. 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

11. 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

12. 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

13. Course Topics Module number Module name Key topics 8 Operations
Review common admin tasks
Create and configure new 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

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

15. 1.2 | Finding relevant resources

16. 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.
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
- , Exchange Online, enterprise grade 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

17. 1.3 | Surveying Office 365 plans

18. Survey Office 365 service offerings
Explain what the plan is:
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????
– demo OWA, ability to get out of attachments
-New -> 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

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

20. Survey Office 365 support offerings
Explain what the plan is:
Sales supports
Premier support services and cloud vantage
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.

21. 1.4 | Surveying Office 365 services

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

23. Match features to organizations