Post on 19-Jul-2015
Microsoft Services
Microsoft Services
voor het Onderwijs
Informatie Bijeenkomst30 april 2015
Microsoft Services
Support in het
Onderwijs
Jeroen Borgstede & Jan Bakker
SURFmarket en SLBdiensten
Microsoft Services
Introductie Microsoft
Services
Arnoud Borg
Microsoft Services
Microsoft Services overview
Maximize the value of IT investments
Enterprise strategy
Deploy efficiently and cost effectively
Consulting services
Improve overall IT health
Premier Support
Plan Deploy Operate
Our services across the IT lifecycle help drive innovation and efficiency
Reactive Support
Proactive Support
Service Delivery Planning
What if your service breaks? 24x7x365 support
Prevention, Optimization and Efficiency
Service Delivery and remediation planning
Potential
challenges
20%Technology
40%People
40%Process
Infrastructure
Customer health
Driving Service Improvement
Development
Application quality
Building Better Software
Our focus: Infrastructure, Cloud and Development
Cloud
Scalability
Productivity
Microsoft Services
Service
Management
Marcel van de Laarschot
Service Delivery Manager
Microsoft Services
Reactive Support
Proactive Support
Service Delivery Planning
What if your service breaks? 24x7x365 support
Prevention, Optimization and Efficiency
Service Delivery and remediation planning
Microsoft Services
Cloud Onboarding
Klaas Zweepe
Premier Field Engineer Manager
Microsoft Services
Sign in or Sign up for free
Cloud OnboardingKlaas Zweepe // 30 April 2015
for your School
klaaszw@microsoft.com
Microsoft is the productivity and platform company for the
mobile-first and cloud-first world. We will reinvent
productivity to empower every person and every
organization on the planet to do more and achieve more.
“
”Satya Nadella
To deliver a customer experience that is perfect every time;
an experience that is easy, insightful and trusted.
The CSS Vision
insights
predictive, and able to help customers avoid issues.
to consumable
Partner workshops
Premier Incidents
CritSits
Support tickets
Onsite visits
Risk Assessments/HC’s
(Onsite) workshops
Packaged Deliveries
(e.g. Patch Management,
Operations Strategic Review, etc)
OnBoarding
Business-
class email
Online
meetings
Online
document
storage & file
sharing
Financially-
backed SLA Technical
support
Private social
network
Office 365 is your complete office in the cloud
Plus
- Office Desktop Apps
- Office Mobile
- Office Online
Office 365 Onboarding CenterFastTrack Portal Success Center
Assess
Determine the setup of your existing environment and identify any issues
Remediate
Clean up any issues that prevent your preferred deployment approach
Use
Help your users get their work done better with Office 365
Enhance
Further integrate your environment with custom apps and new capabilities
Enable
Setup Office 365 services, users and integration with your environment
Migrate
Move your mailbox data to Office 365 and configure mail flow.
Office 365 OnBoarding – Big picture
Onboarding Benefit
• Core onboarding - tasks required for tenant
configuration and integration with Azure AD if
needed. Core onboarding also provides the
baseline for onboarding other eligible services
• Service onboarding - tasks required to configure
Exchange Online, SharePoint Online, Lync Online,
Yammer, Office 365 ProPlus, and OneDrive for
Business
When onboarding is complete:
• Your Office 365 tenant will be created
• Licensed users can access Office 365 and eligible services using unique Office 365 accounts or Office
365 accounts synchronized from your on-premises Active Directory and optionally federated with
ADFS 2.0
Onboarding team will assist you with core onboarding and then
service onboarding once for each eligible service purchased
• Assistance Scope
o The Onboarding Center (OBC) will provide remote assistance through a combination of
guidance, documentation, and tools
o Direct assistance to you or your representative is available during normal business
hours for the respective regions
o You may choose to provide Microsoft access and permissions needed to complete
certain configuration tasks for them
• Timeframe
o The OBC is ready to work at your speed, but all onboarding must be completed within
12 months from the time of initiation
The Onboarding Center (OBC) is a dedicated team of onboarding experts
who guide customers in onboarding their organization to Office 365
services like Exchange Online, SharePoint Online, Lync Online, Office 365
Pro Plus and Yammer
OBC experts include Onboarding Engineers (OE) and Onboarding
Managers (OM) who use specialized onboarding guidance,
documentation, and tools to assist the customer complete the required
provisioning and configuration tasks for each eligible service purchased
Onboarding guidance, etc. is built upon a prescriptive onboarding
approach known as FastTrack which is engineered to deliver quick and
predictable outcomes, and the best experience for customers onboarding
to Office 365
• All OBC customers go through four primary phases – initiate, assess, remediate, and enable.
Optional mailbox migration phase
• Defined set of Microsoft and customer tasks and responsibilities for each phase as outlined in
Onboarding Benefit Process. Migration tasks, if required, integrated throughout other phases
Customer,
partner first
contact and
meeting
Kickoff onboarding.
Discover customer
environment for
readiness and
develop
customized
Remediation
Checklist
Remediate issues
identified in
Assess. Complete
readiness activities
in preparation for
service
enablement
Configure and
enable the core
infrastructure for
service
consumption and
provision the
purchased Office
365 services
Migrate
mailboxes from
source
environment(s)
to Office 365
Tenant Name Contoso.onmicrosoft.com
Contact Details John Doe, jd@contoso.com (123-456-7890)
Jane Doe, jane@contoso.com (123-456-0001)
Services Onboarding Exchange Online
Partner Name None Identified
Interested in Migration Offer? Yes/No
Source Mail System Exchange 2010
• Time zone considerations
• Preferred method of contact
• Unavailable periods & issues affecting onboarding timeline
• Resource dependencies
• Parallel projects, etc…
• Customer Feedback
• Other
Next Step is the Onboarding Kickoff
Prerequisites:
• Go through Getting Started
• Run HRC (Health, Readiness, and Connectivity Checks)
• Review migration education resources located on tenant Migration Education & Management site
Required Attendees
• Project Manager
• Technology Leads (AD, Messaging, Network, Infrastructure, Support)
Optional Attendees
• Partner Project Manager (as applicable)
• Other Microsoft team members (ATS, TAM, SDE, MCS as applicable)
Onboarding is a roadblock, not a value add activity
Customers initial experience with Office 365 sets the tone
Onboarding will only get easier with engineering investment
Why FastTrack?
OnBoarding
A Service portfolio that grows with your needs
Insight
Duration
Outcome
Lifecycle
Azure JumpStart
(MCS)
“I want a production
solution”
2-4 weeks
Technical Feasability
Pre-production
MCS/Partner
engagement
JumpStart
Fast Start(s)
Cost/duration
Dep
loym
ent
Pro
duct
ion fo
cus
Dem
o
Kn
ow
led
ge fo
cus
Operations Envisioning workshop
First Step(s)
Azure Firststep(s)
“I want to know
more”
4 hrs
Intro to Azure
Knowledge transfer
Azure Operations
Envisioning workshop
“Ehm, what does it mean
for my operations?”
2 days
Awareness on cloud
impact and setting cloud
operations strategy
Knowledge transfer
Azure Fast Start(s)
“I want a taste of
Azure”
2 days
Hands on help you
deploy
Sandbox / Pre-
production
http://fasttrack.office.com/
http://azure.microsoft.com
https://products.office.com/en-us/business/office-365-trust-center-
cloud-computing-security
http://azure.microsoft.com/en-
us/support/trust-center/
40
Office 365 Support Engagement Overview: Customer Resource Guide
Introduction
With every Microsoft Office 365 Enterprise, Business, Education, Nonprofit, and
Government subscription, Microsoft Support provides global technical, pre-sales,
billing and, subscription support.
Support Contact Information – Customer Scenarios
• Community and self-service support is available to everyone.
• Microsoft Support is available to administrators through the Office 365 portal
and by telephone for both paid and trial subscriptions.
Community & Self-Service: Self-service support is available for all Office 365 plans, and
includes online help, troubleshooting tools and videos, help articles and videos, as well as
forums and wikis in the Office 365 community. For additional self-service support resources,
see Help and Training.
Pre-sales• How can I get help choosing
a plan for a business?
• Where can I find out all the
features and benefits of a
plan?
• How do I sign up for a trial?
• Where can I find a Microsoft
Partner to help?
Billing• How do I convert from a trial
to a paid subscription?
• Can I get help understanding
my billing information?
• When do I renew a
subscription?
• How do I cancel a
subscription?
• How does Microsoft apply
credits?
Technical• Where can I get help with
installation and setup for all
Office 365 services?
• Migrations
• Permissions
• Autodiscover
• How do I manage
configuration issues and
failures?
• Provisioning
• Single sign-on
• Active Directory
Assistance for issues in all of these scenarios is the same.•FastTrack Adoption Offer: https://deploy.office.com
•Customer Success Center: http://success.office.com
Is there a quick way
for my company to
get started with
Office 365?.
What’s the easiest
way to onboard to
Office 365?
Volume LicensingWhere do I go for help with
purchased licenses under a
volume licensing program?
• For support related to
locating keys, go to the
Volume Licensing
Service Center.
• For general information,
go to Volume Licensing.
Step 1
Office 365 admin center: Admins can start a request online from the Office 365 admin
center. Support will help them find a solution or connect them with an expert. Sign in to
Office 365 to get started online, then go to the Office 365 admin center and navigate to
Support. Learn about technical issue initial support response times.
Step 2
Support by phone: Admins must have their account details ready when they call. Phone
numbers are listed at Contact Office 365 for business support. Presales & Billing assistance is
available during local business hours, Monday through Friday. Learn about technical issue
initial support response times.
Step 3
PartnersHow can a Microsoft
Partner help with support?
• A Partner can delegate
administrative tasks, i.e.,
create service requests.
• For more information,
see the Partners service
description.•Follow the instructions at Contact Office 365 for business support to contact support by phone.
•An administrator must provide personal verification information to receive or change account information.
I didn’t get my
activation email.
I don’t have a portal
yet.
My portal is down.
New!! Office 365 Deployment Benefits
Microsoft Services
Incident Reduction
Rob Rood
Service Delivery Manager
Microsoft Services
Overview –
The
Importance of
Operations
- More and more customers are running mission-critical services within a
complex and distributed environment
- Incident Management, among other points, addresses the following:
• How to provide a positive experience for IT service users
• Meeting customer IT needs and addressing complaints and issues that
arise during the normal course of using an IT service
• Reducing business impact of incidents by timely resolution, thereby
increasing effectiveness
• Proactive identification of trends and problems through accurate incident
data
Service Desk Goals of the Service Desk
Maintain Business Productivity
Restore services or service features to a satisfactory operational state
Provide guidance and ”how to” information
Increase Value Added by IT
Facilitate Service Fulfillment requests
Improve user satisfaction
Improve Business Functionality, Competitiveness, and Efficiency
Assess requests for new services and features for potential fulfillment by existing
services
Filter out insufficient justification for new services and features
“Incident reduction” triggers
- Low user satisfaction
- Exceeding resolution time targets
- Limited self service abilities and willingness
- Large amount of Microsoft related requests or incidents
- Insufficiënt knowledge usage and sharing
- To much escalated support issues to other teams
- Expensive 3rd line of support spend to much time on support and to less on
improvements
- Inconsistent way of working through the IT support departments
Overview –
The
Importance of
Operations
Incorrect or no Incident Management and customer support processes may
have negative affects:
• Reduced service level
• Valuable resources are squandered: too many people, or people of the
wrong level, are working simultaneously on resolving the incident
• Valuable information about the resolution and the cause and effect of
incidents are lost
• Customers and users are unsatisfied as a result of the poor and/or
slow resolution of their incidents
Engagement
Overview –
Major Goals
46
Work with customer team to identify and plan the remediation of Microsoft technology related support issues
Major Goals
• Establish awareness about support optimization, incident reduction and prevention
• Identify support improvement area’s in relation to people, process and technology
• Clearly define the required remediation activities
• Establish accountability and planning for defined remediation activities
Engagement
possible end
results
47
Possible end results
• First time fix
• Higher customer satisfaction
• Self service portal
• E-learning and coaching
• Call routing
• Custom FAQ site
• communities
The power off
self service
48
Incident
Reduction
Vragen ?
Microsoft Services
Microsoft University
Peter Heldens
Service Delivery Manager
Microsoft Services
Microsoft UniversityProfessionalisering &
Talent Management
Meten is Weten
Peter Heldens
Manager
Microsoft University
Netherlands
Trends
&
Ontwikkelingen
Wat is mijn rol in de visie van de organisatie?
Passen mijn (IT) vaardigheden bij
onze doelstellingen?
Hoe pakken we het aan?
Hoe ‘meten’ we onze progressie t.o.v. het plan?Gaan we goed
t.o.v. het plan?
Hoe passen we ons aan om effectief te
blijven?
Hoe blijven we op koers?
Professionalisering
Scorecards en rapportages
Performance feedback
Verandermanagement
Interncommitment
Duidelijke rollen
Een totaalplan van aanpak
Ambities per rol
KennismanagementHoe leren we van elkaar?
Hoe trekken we de kwaliteit naar een
hoger niveau?
Wat zegt ons Career Model?
Succes
Factoren ?Wat is mijn rol in de visie van de organisatie?
Passen mijn (IT) vaardigheden bij
onze doelstellingen?
Hoe pakken we het aan?
Hoe ‘meten’ we onze progressie t.o.v. het plan?Gaan we goed
t.o.v. het plan?
Hoe passen we ons aan om effectief te
blijven?
Hoe blijven we op koers?
Scorecards en rapportages
Performance feedback
Verandermanagement
Interncommitment
Duidelijke rollen
Een totaalplan van aanpak
Ambities per rol
KennismanagementHoe leren we van elkaar?
Hoe trekken we de kwaliteit naar een
hoger niveau?
Wat zegt ons Career Model?
Regie vanUitvoering
3
Microsoft
University
Cares About Your Career
Op basis van de rol (persona):
Wélke kennis is wáár nodig?
Scenario/Thema: building a modern data center, building Apps, BI tools
basi
c u
ser
(level 0 –
100)
Ad
van
ced
use
r 100-3
00)
Exp
ert
use
r 300-4
00 IM / functioneel beh. Development/apps Data architectuur Infrastructure
Gebruiksorganisatie
Work force LeadKey user
IT organisatie
Senior IT systeembeheerder
Overtuiging
1 day
Scenario toelichting (bewustwording)
interne documentatie
Presentaties..
ISO 27001
(Azure)
2 days
ILT
certificate
MTA Windows
Server, admin
fund.3 daysSLCGLILT
certificate
MTA OS
fundamentals
3 daysSLCGLILT
certificate
MTA Networking
fundamentals
3 daysSLCGLILT
certificate
MTA Security
Fundamentals
3 daysSLCGLILT
certificate
Administering
Windows Server
2012SLCGLILT
certificate
Installing and
Configuring
Server 2012SLCGLILT
certificate
Configuring
Advanced Server
2012 servicesSLCGLILT
Linux
fundamentals
2 daysCGLILT
certificate
MTA Database
3 days
SLCGLILT
SQL
fundamentals
2 days SLCGLILT
certificate
Querying
Microsoft SQL
ServerSLCGLILT
certificate
Implementing a
data Warehouse
with SQL serverSLCGLILT
XML
fundamentals 2
daysCGLILT
certificate
Designing DB
Solutions for
SQL server 2012SLCGLILT
AZURE for
developers
CGLILT
certificate
HTML5 Web-
development 3
daysSLCGLILT
certificate
MTA Software
development
3 daysSLCGLILT
certificate
MTA Web
development
3 daysSLCGLILT
Design Patterns
Overview
3 daysCGLILT
3 certificates
MCSD Web App
development
15 daysSLCGLILT
Object Orientation, RUP en UML. 3 days
CGLILT
certificate
MCSD Store
Apps using C# /
HTML 5SLCGLILT
certificate
ASL foundation
2 days
CGLILT
certificate
BiSL®
Foundation
2 daysCGLILT
certificate
PRINCE2
foundation
2 daysCGLILT
certificate
ITIL foundation
3 days
CGLILT
SCRUM
introduction
1 dayCGLILT
certificate
Cobit
3 daysCGLILT
certificate
Togaf level 9
certified. 5
daysCGLILT
Kepner –
Tregoe
2 days
Advanced Java
Scripting
2 days
Java Programming
fundamentals
3 daysCGLILT
App App
Development for
5 daysCGLILT
App Deployment
& Management
1 dayCGLILT
Cursus
C#Fundamentals
2 daysCGLILT
MOF voor
Managers
0,5 dayCGLILT
certificate
MCSE Private
Cloud
10 daysSLCGLILT
certificate
MCSE Server
infrastructure
10 daysSLCGLILT
Reference: MSFT
Virtual Acadamy
4 modules
Reference: MSFT
Virtual Acadamy
4 modules
TECHNET WP
WhitePaper / book
certificate
Sys. Center
SCOM
5 daysSLCGLILT
Azure overview
for IT-pro
SLCGLILT
Windows Azure
virtual machines
2 daysSLCGLILT
Reference: MSFT
Virtual Acadamy
4 modules
TECHNET WP
CHANNEL 9
CHANNEL 9
CASE STUDIES
CompTIA
Storage+ (SNIA)
CGLILT
CompTIA Cloud+
CGLILT
CISCO Storage
CGLILT
NetApp Storage
CGLILT
Python
fundamentals
3 daysCGLILT
certificate
Programming in
.NET
5 daysSLCGLILT
certificate
MCSD
SharePoint
ApplicationsSLCGLILT
CASE STUDIES
EXCEL Business
Intelligence
2 days
ILT
EXCEL basis
1 days
ILT
EXCEL advanced
2 days
ILT
Desired skills
Current skills
Sk
ills
Gap
Cares About Your Career
People, Roles & Technologies
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Cares About Your Career
Desired Roles & Levels
per Technology
Defined By Customer
Participant Status Info
Cares About Your Career
Measured Skill Levels
Per Technology
Candidate ID
Candidate Role
Cares About Your Career
Cares About Your Career
Good Fit
Room for improvement
Cares About Your Career
Contoso has
5 persons
for Exchange 2010
on Level 300
Cares About Your Career
Lowest Score Highest Score
Average Score
Cares About Your Career
Desired End State
Defined by Customer
Average Score from
all candidates tested
in the role 2nd Line
Support
Highest Score
Lowest Score
# participants tested
in this role
Operational Risk
&
Training Need
Cares About Your Career
Desired End State
Defined by Customer
Per Role
# Candidates Tested
in this Role
Role
Technology
Average
Score
Skil LevelGap
Cares About Your Career
Cares About Your Career
Cares About Your Career
Candidate
Current Role
Cares About Your Career
The TEST MATRIX provides an overview of
all registered Technology Assessments
per candidate.
Cares About Your Career
The SELF ASSESSMENT presents
Self Assessment Scores
Per Technology Assessments
per candidate.
Cares About Your Career
The VALIDATION ASSESSMENT presents
Measured Assessment Scores
Per Technology Assessments
per candidate.
Cares About Your Career
The DESIRED SITUATION presents
required Technology levels
per Technology
for the Current Role
as defined by the Customer
Cares About Your Career
The STEP-UP MATRIX presents
required Technology Step-Ups
per Candidate
per Technology
for the Current Role
as defined by the Customer
On Target
Above Target
Below Target
Not Measured
INDEX - Measured Level is:
Cares About Your Career
Select NEW ROLE
To explore
Career Opportunities
per Candidate
On Target
Above Target
Below Target
Not Measured
INDEX - Measured Level is:
Cares About Your Career
Select NEW ROLE
To explore
Career Opportunities
per Candidate
On Target
Above Target
Below Target
Not Measured
INDEX - Measured Level is:
Cares About Your Career
Customer
Goal
Measure
Skills
Present
Findings
Plan
Excellence
Provide Foundation for Smart Decisions
Cares About Your Career
MS /
Part
ners
Tale
nt
Pro
gra
m
Pre
mie
r Ed
uca
tio
n S
erv
ices
MS L
earn
ing
Microsoft University Talent Programma
HUIDIGKENNISNIVEAU
GEWENSTAMBITIE NIVEAU
Kennis niveau
BASIS BOOTCAMP
Level 400
Level 300
Level 200
Level 100
CLASSICALTRAINING
ADVANCEDBOOTCAMP
EXPERIENCED BOOTCAMP
E-LEARNING
MASTERCLASSWORKSHOPCHALK&TALK
EXPERT BOOTCAMP
PEOPLEREADINESS
HEALTHCHECKS
PEOPLEREADINESS
HEALTHCHECKS
Cares About Your Career
Bootcamp methode
• Eén locatie met meerdere ruimten & functies (zie afbeelding).
• Meer rust creëren tijdens de examens die op aangeven van de medewerkers op verschillende momenten in het traject worden afgenomen;
• Saamhorigheid creëren in de intensieve tijd;
• Alle benodigde apparatuur (pc installaties, examenfaciliteiten) is reeds aanwezig;
• Directe aanwezigheid van aanvullende docenten of expert’s;
• Dagelijkse stand up meetings waarbij Agile/SCRUM methodieken worden gebruikt.
95
Boot camp CoachingExamentheorie
oefenen
lounge
Cares About Your Career
“Taking End-to-end Responsibility For The Business Impact Of Our Latest Technology”
Peter.Heldens@Microsoft.com
www.microsoft.nl/MicrosoftUniversity
Microsoft Services
Samenwerking op
Maat
Edith Payman – van de Laar
Services Account Executive
Microsoft Services
Understanding
and results
through direct
cooperation
Premier Support takes care of
your immediate and future
onpremise and cloud support
needs, accelerates technology
uptake and innovation, minimizes
risk and helps you achieve
competitive advantage in the
education marketplace.
Overview of
Microsoft
Support
Options
Unlimited
unmanaged incident
support on O365 and
Azure
Included in Cloud
Services
Professional Support
Pay per Incident
Call 020 500 1500
EUR 300 per incident
Pooled Premier
Support
EUR 10.340 per year
Premier Light
EUR 17.500 per year
Premier for
Education
Price upon request
Entry level access to first class support
Technical Support
• 24*7 Problem
Resolution with
Rapid Onsite
Support for Cloud
and OnPremise
Incidents
Delivery Support
• Kick Off Workshop
• Service Delivery
Manager (Pooled)
Euro 10.340 per year
Pooled Premier
Support
Op inschrijving met minimale deelname van 30 instellingen
Maximize your Office365 deployment
Technical Support
• 24*7 Problem
Resolution with
Rapid Onsite
Support for Cloud
and OnPremise
incidents
• Software Update
Service
End User
Guidance
• Sharepoint
Training Portal
• Key User
Training
• Gamification
Engine
Delivery Support
• Kick Off Workshop
• Service Deliver
Manager
Euro 17.500 per year
Premier Light
for Office365
Per instelling af te sluiten
Knowledge through Partnership
Technical Support
• 24*7 Problem
Resolution with
Rapid Onsite
Support for Cloud
and OnPremise
incidents
IT & End User
Guidance
• IT Improvement
Programs
• Adoption
Services
• Training & Dev
• Ops Consulting
• Migration
Support
Dedicated Delivery
Manager
• lifecycle mngt
• escalation mngt
• major incident
response planning
• reporting
• governance,
• software update
management
• resourcing
Price Upon Request
Premier Support for
Education
Per instelling af te sluiten
Overview of
Microsoft
Support
Options
Unlimited
unmanaged incident
support on O365 and
Azure
Included in Cloud
Services
Professional Support
Pay per Incident
Call 020 500 1500
EUR 300 per incident
Pooled Premier
Support
EUR 10.340 per year
Premier Light
EUR 17.500 per year
Premier for
Education
Price upon request
For more information, please visit the following websites:
Microsoft Premier Services
Microsoft University