Service Desk Readiness

Service Desk Readiness

Service Desk Readiness Workshop Topics Review requirements for Service Desk readiness Assess how current support processes should be adapted to support cloud services incident management Draft Service Desk staffing plan Identify the teams and personnel that will compose the support group, and specify the nature of their support Identify existing processes to be modified Identify updates to existing incident response plans related to Microsoft Online Services and related customer infrastructure 2

Service Desk Readiness State Assess steps needed to adapt support processes to support cloud services incident management General procedures Readiness and certification Call volume Workshop participants and outcomes Incident/problem management Participants Technical Account Manager Service Desk Lead, Training Lead Stakeholders from incident and problem management Outcome Assign a Service Desk Plan owner to coordinate update assignments 3

General Procedures Capture procedures supported by the Service Desk that will be affected by workloads to be serviced by Office 365 Impact to incident reporting, hardware failures, software bugs, and usability issues Impact to existing Service Level Agreements (SLAs) Quality assurance and bill back arrangements Follow-up actions and additional information from prior assessments Service Desk Plan Document the Service Desk impact Considerations [List specific issues uncovered or context from prior assessments] 4

Readiness and Certification Identify specific training and/or certifications for Service Desk personnel Train for platform and process Determine channel (instructor-led training versus computer-based training) Include Service Desk agents in initial pilot Follow-up actions and additional information from prior assessments Service Desk Plan Document the training and certification Service Desk impact Considerations [List specific issues uncovered or context from prior assessments] 5

Call Volume Capture anticipated Service Desk call volume impact for messaging, networking, and general client issues during migration and run state Affected call categories Planning responses to common and existing how-to questions and answers Resource needs for migration versus run state Follow-up actions and additional information from prior assessments Service Desk Plan Document call volume impact and how it will be addressed Considerations [List specific issues uncovered or context from prior assessments] 6

Incident and Problem Management Identify the impact of supporting Office 365 with regard to the current incident and problem management approach Impact on support situations under process scope and process steps Roles and responsibilities Documentation to report status Follow-up actions and additional information from prior assessments Service Desk Plan Document incident and problem management impact and how it will be addressed Considerations [List specific issues uncovered or context from prior assessments] 7

Service Desk Staffing Plan Identify the skills, teams, and personnel that will compose the support group, and specify the nature of their support Vendor support Crisis resolution teams Workshop participants and outcomes Participants Technical Account Manager Service Desk Lead Specialists Outcome Assign a Service Desk staffing plan owner to coordinate update assignments 8

Vendor Support Identify specific support that may need to be purchased from vendor for anticipated Service Desk volume Support functions and quality expectations of response time, turnaround, and access to resources Business and technical environment impact on quality expectations Follow-up actions and additional information from prior assessments Service Desk Plan Document what type of vendor support will be required for supporting anticipated Service Desk volume Considerations [List specific issues uncovered or context from prior assessments] 9

Crisis Resolution Teams Capture the impact on the support environment to implement crisis resolution Identify crisis resolution practices in place Identify roster (architect, operations supervisor, enduser advocate, and support staff representative) to support the cloud service Follow-up actions and additional information from prior assessments Service Desk Plan Document what changes or new additions will need to be made to the crisis resolution teams in place Considerations [List specific issues uncovered or context from prior assessments] 10

Specialists Capture the circumstances in which in-depth knowledge will need to be acquired Identify events of high complexity that require technical personnel Identify specialist roster (such as messaging administrators, networking staff, or system security) to support the cloud service Follow-up actions and additional information from prior assessments Service Desk Plan Document what specialists may be required to support the Service Desk for Office 365 Considerations [List specific issues uncovered or context from prior assessments] 11

Identify Processes to Modify Identify updates to existing incident response plans related to Microsoft Online Services and related customer infrastructure Support plan scenario map Serviceinterrupting events Workshop participants and outcomes Participants Technical Account Manager Service Desk Lead Cloud service tickets Outcome Finalize the Service Desk Plan for the Checkpoint #1 review 12

User Support Processes FAQs posted to the corporate portal Capture user self-service support processes that are affected as a result of the transition to Office 365 Quick reference guides and tips Additional self-help support channels New employee provisioning, password reset, tier 3 escalation Follow-up actions and additional information from prior assessments Service Desk Plan Document what user self-service support processes are affected by transition to Office 365 Considerations [List specific issues uncovered or context from prior assessments] 13

Processes to Modify to Accommodate Discussions Service-interrupting events (SIE) Clarify Microsoft Online Services support for SIEs and impact Cloud service tickets Outline what existing processes must be modified for handling cloud services tickets 14

Service-Interrupting Events (SIE) An SIE is an event that affects the delivery of a service, which occurs when a portion of the service infrastructure becomes unresponsive or unavailable Planned events Unplanned events Regular Microsoft-initiated service updates to the infrastructure and software applications deployed. Notifications inform of all scheduled service downtime no later than five days in advance via the link to the Service Health Dashboard through the Microsoft Online Services Portal. Unplanned downtime is the result of events typically outside direct control of Microsoft. Unplanned events occur when one or more of the services included in the Office 365 for enterprises suite are unavailable or unresponsive. 15

SIE Communications Service Health Dashboard First/best content Regional Internal/external Updated hourly 16

SIE Communications RSS Regional Points to Service Health Dashboard 17

SIE Communications Twitter @Office365 18

SIE Communications Community http://community.office365.com 19

SIE Communications Facebook http://www.facebook.com/office365 Office 365 wall Post incident Lower priority 20

SIE Communications Post Incident Review Service Health Dashboard Service status site Support request 21

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