1. Microsoft Premier Support for Office 365 Service Introduction

2. Topics Presentation Purpose Purpose
Assist customers exploring or running Microsoft Office to strengthen operational performance, reliability and change through Premier Support for Office 365
Topics
Cloud Challenges
Premier Support for Office 365
Service Delivery Management
Proactive Services
Problem Resolution Services
Real World Business Value

3. Enterprises have to address three key challenges and associated needs to successfully operate and receive value from their cloud based investments
Training IT teams
Optimizing key processes
Ensure system health and respond promptly to unplanned events
Equipping IT teams to properly manage and administer Microsoft Office 365
Optimizing key operational processes to support rapid change and improvement
Addressing cloud system health proactively and effectively dealing with unplanned system events
Challenges
IT organization readiness
Manage operational change
Proactively identifying system issues
1 in 7 people use Microsoft Office. That’s over 1 billion people on the planet
Needs
Roles & responsibilities definition
Make cloud ready key processes
Responsive incident and escalation management
IT Help Desk, administrator training
Visibility to new releases and updates
Guidance from an empowered professional
CHALLENGES

4. Premier Support for Office 365 helps overcome those challenges and needs, providing our customers with a proven, holistic approach to cloud based support
Service
Delivery Management
Service management provided by an empowered Office 365 cloud expert, backed by a global network of Office 365 subject matter experts
5000
Microsoft has over 5000 Premier Support professionals working with customers worldwide
Proactive Services
Services that equip your IT team with the tools they need to drive reliability, availability and supportability across people, process, and technology 12
We offer 12 packaged proactive services focused on best practices, readiness and health, delivered collaboratively with your IT team
Problem Resolution Services
Elevated technical support, providing you with the best in class reactive assistance for the cloud and on-premises infrastructure when you need it
You receive access to Microsoft engineers in our most prioritized Office 365 support queue
PILLARS

5. You will be assigned a TAM or SDM who provides service management of the Office 365 services and a consistently managed-support experience
Service management provided by an empowered Office 365 cloud expert, backed by a global network of Office 365 subject matter experts
Premier Support for Office 365 Service Management Approach
Empowered Office 365 specialist with deep expertise
Primary point of contact for cloud service delivery issues, service incidents, or escalations
Leads end-to-end troubleshooting between client systems and Microsoft datacenters
Guidance for change management in an ever-changing Cloud environment
Orchestrates planning and delivery of proactive services
Service Management Reviews
Regular updates, where we take time to review what we have delivered and discuss plans for service delivery moving forward
Service Incident Management
Preparedness for dealing with unplanned events in advance of an incident, escalation or service interruption
Subscription Management
Easy access and answers to questions with billing, account provisioning, SLA credits and more
Service Update Management
Proactive notification and planning for change associated with feature updates or releases
Technical Account Manager or Service Delivery Manager
TAM or SDM

6. We deliver a proactive approach to lower people and technology risk, accelerate IT team adoption, and optimize operational processes
Services that equip your IT team with the tools they need to drive reliability, availability and supportability across people, process, and technology
People
Process
Technology
Hands on Collaboration
Define operational roles and responsibilities and equip administrators to effectively configure and manage the Office 365 environment.
Services to help you evaluate existing IT processes and build new or improved operational capability to support your Office 365 environment.
Services that identity potential technology issues and risks with your configuration and on-premises infrastructure and provide a remediation report used to prioritize change.
It is not just what you do, but how you do it. Our proactive services are delivered by certified Microsoft engineers, using a hands-on, collaborative model that translates product group knowledge to your IT team.
Admin and Configuration Workshop Exchange
Cloud Helpdesk Optimization
Cloud Service Dependency Mapping (3 day)
Admin and Configuration Workshop Lync
Cloud Helpdesk Incident Process Mapping
Migration Readiness Assessment
Admin and Configuration Workshop SharePoint
Change and Config Management
Active Directory Risk Assessment Program
Operations Team Roles and Responsibilities
Operations Strategic Review
Operational Knowledge Management
PROACTIVE

7. People
Drill-Down People: Effectively plan, ready and strengthen operational roles and administration and configuration processes for the cloud
Premier Support for Office 365 offers a variety of services that provide best practices guidance based on IT Infrastructure Library (ITIL) and the Microsoft Operational Framework (MOF) models.
Gartner says that 80% of downtime has its root cause in people and process related issues.
80%
Administration & Configuration Workshop
Operations Team Roles & Responsibilities
Operational Knowledge Management
Hands-on workshop to provide application administrators with the knowledge and skills to conduct regular administration and troubleshooting tasks to support users on one Microsoft Office 365 workload, specifically Microsoft Exchange Online, Microsoft SharePoint Online, or Microsoft Lync Online.
The Premier Support team will assess the current IT team structure, skill levels, and level of advancement, and will then recommend how to re-shape the IT team to support a hybrid on-premises and cloud-based environment. Roles include: support, operations, service, compliance, architecture, solutions, management.
The Operations Knowledge Management workshop focuses on operational roles and responsibilities, including common identified tasks for managing the Office 365 service. This workshop will help drive decisions on roles, role owners, and the identified tasks that are performed to manage users in the Office 365 service. This workshop shares the importance of scheduling, tracking, and reporting task completion.
The study further said that more than 50% of outages will be caused by change, configuration, or release integration and hand-off issues.
50%
PEOPLE

8. Process
Drill-Down Process: Assess, document and optimize your help desk and operational processes to successfully function with cloud based services
Cloud environments are in a constant state of flux. Premier Support for Office 365 offers a variety of services to help you plan and manage change to configurations, on-premises infrastructure and enable your key help desk processes to be optimized and cloud-ready.
60% of availability and performance errors are the result of misconfigurations
60%
Change & Configuration Management
Cloud Help Desk Optimization
Cloud Helpdesk Incident Process Mapping
Source: Enterprise Management Association
The goal of this service is to create an environment where changes can be made with the least amount of risk and impact to your Office 365 cloud environment. The delivery will drive conversations for identifying a baseline state and determine the desired future state of change and configuration management.
Provides IT staff with specific recommendations and guidance to improve the function and processes of the help desk. Designed to help understand current processes and pertinent service-level agreements (SLAs), the workshop enables the help desk to manage Office 365 incidents better and integrate with the Microsoft Help Desk
Provides IT staff with specific recommendations and guidance to improve the incident management process. It focuses on improvements of the state of IT operations—identifying not only efficiencies in the handling of high-impact incidents but also triggers for proper escalation that relate to Office 365 services.
Manual configuration errors cost companies $72,000 per hour.
$72,000
Source: Aberdeen Group
PROCESS

9. Technology
Drill-Down Technology: Our technology focused services proactively address service health and performance, reducing risk of downtime and other events
Premier Support for Office 365 technology focused services help lower the risk of downtime due to unplanned events by proactively identifying potential issues and risks with your configuration and on-premises infrastructure, enabling you to remediate the issues and improve overall service health.
Aberdeen Group estimates that downtime costs $110,000 per hour
$110,000
Cloud Service Dependency Mapping
Migration Readiness Assessment
Active Directory Risk Assessment Program
Source: Aberdeen Group
Premier Support engineer will map out upstream and downstream dependencies between Microsoft Office 365 and the on-premises infrastructure. Activities include using the service mapping framework to map systems, assess risks, and identify improvement opportunities to employ best operating practices and constructing a service map.
Service gathers extensive information about the on-premises environment, including operations processes and Microsoft Online Services and Microsoft Office 365 configurations. Based on this information, we will deliver a detailed report that outlines top risks, best practice recommendations, and remediation options.
Proactive service delivered by a Microsoft
accredited engineer to diagnose potential issues with your Active Directory environment. This service is available for Active Directory forests with up to 75 Domain Controllers including Windows Server® 2003, Windows Server® 2008/R2, and Windows Server® 2012.
Collectively, downtime costs businesses more than 127 million person hours per year
127M
Source: Gartner Group
TECHNOLOGY

10. In the event of solution down-time or unplanned events, you will receive problem resolution services from Premier’s Office 365 prioritized support queue
Elevated technical support, providing you with the best in class reactive assistance for the cloud and on-premises infrastructure when you need it
Premier-level technical support coordinated by your TAM or SDM
You can contact Microsoft’s support organization via phone or web to get assistance on technical issues that affect the Office 365 service or the on-premises infrastructure that supports it.
Your issues will route to tier-2 support engineers who are specifically designated to work with large enterprises and organizations.
Customers always have access to problem resolution services with no preset limit to submitted incidents
UNLIMITED
24/7
Escalation management and crisis response
Prioritized access to tier-2 support escalation engineers
PRS

11. Summary: Premier Support for Office 365 delivers real-world business value across your Microsoft Office 365 solution environment
Premier Support for Office 365
Service
Delivery Management
Service Management Reviews
Subscription Management
Service Incident Management
Service Update Management
Real-World Business Value
Improve Performance
Adapt Quickly
to Change
Proactive Services
People
Process
Technology
Improve IT Team Readiness & Adoption
Optimize Operational Processes
Increase Uptime
Lower Operational Risk
Problem Resolution Services
Technical Support
Escalation Management
Crisis Response
VALUE

12. 4/19/2017 8:39 AM
To learn more about Premier Support for Office 365 contact your Microsoft account representative.
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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.