Premier educatie info sessie 30 april 2015

104
Microsoft Services Microsoft Services voor het Onderwijs Informatie Bijeenkomst 30 april 2015

Transcript of Premier educatie info sessie 30 april 2015

Page 1: Premier educatie info sessie   30 april 2015

Microsoft Services

Microsoft Services

voor het Onderwijs

Informatie Bijeenkomst30 april 2015

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Microsoft Services

Support in het

Onderwijs

Jeroen Borgstede & Jan Bakker

SURFmarket en SLBdiensten

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Microsoft Services

Introductie Microsoft

Services

Arnoud Borg

Microsoft Services

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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

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Reactive Support

Proactive Support

Service Delivery Planning

What if your service breaks? 24x7x365 support

Prevention, Optimization and Efficiency

Service Delivery and remediation planning

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Potential

challenges

20%Technology

40%People

40%Process

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Infrastructure

Customer health

Driving Service Improvement

Development

Application quality

Building Better Software

Our focus: Infrastructure, Cloud and Development

Cloud

Scalability

Productivity

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Microsoft Services

Service

Management

Marcel van de Laarschot

Service Delivery Manager

Microsoft Services

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Reactive Support

Proactive Support

Service Delivery Planning

What if your service breaks? 24x7x365 support

Prevention, Optimization and Efficiency

Service Delivery and remediation planning

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http://roadmap.office.com

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Microsoft Services

Cloud Onboarding

Klaas Zweepe

Premier Field Engineer Manager

Microsoft Services

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Sign in or Sign up for free

Cloud OnboardingKlaas Zweepe // 30 April 2015

for your School

[email protected]

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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

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insights

predictive, and able to help customers avoid issues.

to consumable

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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)

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OnBoarding

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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

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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

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• 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

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• 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

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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

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• 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

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Tenant Name Contoso.onmicrosoft.com

Contact Details John Doe, [email protected] (123-456-7890)

Jane Doe, [email protected] (123-456-0001)

Services Onboarding Exchange Online

Partner Name None Identified

Interested in Migration Offer? Yes/No

Source Mail System Exchange 2010

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• Time zone considerations

• Preferred method of contact

• Unavailable periods & issues affecting onboarding timeline

• Resource dependencies

• Parallel projects, etc…

• Customer Feedback

• Other

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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)

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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?

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OnBoarding

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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

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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/

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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

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Microsoft Services

Incident Reduction

Rob Rood

Service Delivery Manager

Microsoft Services

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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

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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

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“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

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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

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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

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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

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The power off

self service

48

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Incident

Reduction

Vragen ?

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Microsoft Services

Microsoft University

Peter Heldens

Service Delivery Manager

Microsoft Services

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Microsoft UniversityProfessionalisering &

Talent Management

Meten is Weten

Peter Heldens

Manager

Microsoft University

Netherlands

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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?

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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

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3

Microsoft

University

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Cares About Your Career

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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

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Cares About Your Career

People, Roles & Technologies

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

Desired Roles & Levels

per Technology

Defined By Customer

Participant Status Info

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Cares About Your Career

Measured Skill Levels

Per Technology

Candidate ID

Candidate Role

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Cares About Your Career

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Cares About Your Career

Good Fit

Room for improvement

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Cares About Your Career

Contoso has

5 persons

for Exchange 2010

on Level 300

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Cares About Your Career

Lowest Score Highest Score

Average Score

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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

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Cares About Your Career

Desired End State

Defined by Customer

Per Role

# Candidates Tested

in this Role

Role

Technology

Average

Score

Skil LevelGap

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Cares About Your Career

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Cares About Your Career

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Cares About Your Career

Candidate

Current Role

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Cares About Your Career

The TEST MATRIX provides an overview of

all registered Technology Assessments

per candidate.

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Cares About Your Career

The SELF ASSESSMENT presents

Self Assessment Scores

Per Technology Assessments

per candidate.

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Cares About Your Career

The VALIDATION ASSESSMENT presents

Measured Assessment Scores

Per Technology Assessments

per candidate.

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Cares About Your Career

The DESIRED SITUATION presents

required Technology levels

per Technology

for the Current Role

as defined by the Customer

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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:

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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:

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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:

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Cares About Your Career

Customer

Goal

Measure

Skills

Present

Findings

Plan

Excellence

Provide Foundation for Smart Decisions

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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

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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

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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.

Page 95: Premier educatie info sessie   30 april 2015

95

Boot camp CoachingExamentheorie

oefenen

lounge

Page 96: Premier educatie info sessie   30 april 2015

Cares About Your Career

“Taking End-to-end Responsibility For The Business Impact Of Our Latest Technology”

[email protected]

www.microsoft.nl/MicrosoftUniversity

Page 97: Premier educatie info sessie   30 april 2015

Microsoft Services

Samenwerking op

Maat

Edith Payman – van de Laar

Services Account Executive

Microsoft Services

Page 98: Premier educatie info sessie   30 april 2015

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.

Page 99: Premier educatie info sessie   30 april 2015

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

Page 100: Premier educatie info sessie   30 april 2015

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

Page 101: Premier educatie info sessie   30 april 2015

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

Page 102: Premier educatie info sessie   30 april 2015

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

Page 103: Premier educatie info sessie   30 april 2015

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

Page 104: Premier educatie info sessie   30 april 2015