March 2014 About us Alistair Speirs Senior Operations Program Manager Office Deployment Adoption amp Readiness Team Microsoft Corporation Ian Hameroff Group Product Manager Office 365 Service Experience ID: 683389
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Slide1
Office 365 Service Communications
March 2014Slide2
About us
Alistair Speirs
Senior Operations Program Manager
Office Deployment, Adoption & Readiness TeamMicrosoft Corporation
Ian HameroffGroup Product ManagerOffice 365 Service ExperienceMicrosoft CorporationSlide3
Module 1
Introduction
Module 2
Office 365 for IT ProsModule 3 Getting started with Office 365 Module 4
Deploying Office 365Module 5 Office 365 Service CommunicationsModule 6 Office 365 Change ManagementOffice 365 Fundamentals AgendaSlide4
Service Communications Philosophy
Functionality & Platform Updates
System Requirements
Service IncidentsOffice 365 Service Communications AgendaSlide5
Flexibility
and choice
Enterprise-grade cloud
Essential productivity services
Familiar
and easy
Office Vision:
Flexibility
and choice
Enterprise
grade
cloud
Essential productivity services
Familiar
and easy
Productivity CloudSlide6
Waves
to Ripples
Continuous innovation delivered on monthly basis vs. 18-24 month upgradesSlide7
It is critical that you understand what change means, types of change
Clear, predictable and reliable service change communications is criticalSlide8
Types of Change Communicated
Planned Platform Updates
Ongoing Functionality Updates
Evolving System Requirements
Unexpected Service IncidentsSlide9
Our Communications Philosophy
Timely
Targeted
Flexible
AccurateSlide10
Functionality and Platform UpdatesSlide11
Office 365 Service Updates Principles
Respond to customer feedback through agile development
Deliver new features and value
Build trust and compliance
Continuous
release cadence
Minor & major updates
Up-to-date, no patching
Insights to help manage change
Direct to customer communications
|
Organizational readiness content
Security comes first
Evolving standardsDirect feedbackReal-time informationCommon support issues
Continuous innovation with confidence and controlSlide12
How To Think About Service Updates
Platform Updates
API change
Deprecations
System requirement change
Disruptive change
Auto-discovery configuration
DNS record change
Configuration changes
Bug fix
Performance enhancement
Security updates
Infrastructure improvements
One Year
Up to 12 MonthsNo NoticeFunctionality UpdatesOneDrive for Business storage increasesLync meeting improvementsFeature updates
Office Mobile for iPhoneOWA for iPhone and iPadNew Introductions1-3 Month Roadmap*Upon ReleaseSlide13
New feature posts to the new Office Blogs upon release
Reflected in TechNet Service Description after release
Learn About New Functionality Updates
Visit http://blogs.office.com/office365updates/Slide14
Message Center: In Product Notifications
Compliments other communications, provides notification and actions requiredSlide15
System RequirementsSlide16
Office 365 won’t deliberately block connections
Existing features may operate differently and not work over time
New features may not be available
Office 365 will only offer security fixes. No code fixes.
Any Office client in mainstream support
Current and previous version of Internet Explorer and Firefox
Current versions of Chrome and Safari
Office 365 Client Support Policy
Web browser
Office client
Older clientsSlide17
New Systems Requirements section added to Service Descriptions in TechNet
We provide a minimum of one year notice on changes
How To Stay Current
US English Location: http://technet.microsoft.com/en-us/library/office-365-system-requirements.aspxSlide18
Disruptive Change Policy
Unless otherwise noted, for all Microsoft Online Services,
Microsoft will provide a minimum of 12 months prior notification
before customers must accept any change that is deemed a "disruptive change"."Disruptive change" means change where a customer or administrator is required to take action in order to avoid significant degradation to the normal operation of the Online Service.
The notice period will not apply to security related changes or updates.http://support.microsoft.com/lifecycle/ Slide19
Service IncidentsSlide20
Service Continuity by Design
Redundancy
Physical redundancy
Data redundancy
Functional redundancy
Resiliency
Active load balancing
Recovery across “failure
domains” regularly tested
Human intervention by exception
Automated recovery alerts
24x7 on-call engineer
On-call engineers are core
product group members
Distributed WorkloadsDistributed components are more resilientMost failures are contained to a single service.Service component isolation
Complexity avoidance and graceful degradationStandardized hardware Fully automated deploymentBuilt-in workload management mechanisms
Predictability and Inspectability
Incident avoidance detailed
Log and tracing to avoid SI
Rich forensics and monitoringSlide21
Service Incident Notification Process
Incident occurs
Service Health Dashboard updated
until service restoration
Service Health Dashboard
updated “investigating”
Closure summary
posted to Service Health Dashboard
Incident status posted to Service Health Dashboard
Post incident review posted
to Service Health Dashboard (as appropriate)Slide22
So, What’s this Service Health Dashboard?
First and best content
Regional
Updated hourlySlide23
Service Health Dashboard Continued
Status
Description
SHD icon
Investigating
Monitors have indicated a service anomaly
and/or Microsoft
has
received reports of a potential service incident.
Microsoft
is
currently investigating.Service InterruptionMicrosoft has confirmed that normal services are being impacted. Microsoft is taking immediate action to understand the cause of the failure and determine best course of action to restore service.Service Degradation
Services are still active, but service responsiveness and/or delivery times may be slower than usual. Microsoft is working to restore normal service responsiveness.Restoring ServiceMicrosoft has isolated the likely cause of the incident and is in the process of restoring service
Extended RecoveryServices are restored and may be slower than usual Service RestoredNormal system services have been restoredAdditional Information
There is a
dditional information
provided
Normal Service The service is healthy
?iSlide24
Stay Updated, Anywhere
Provides tenant specific Office 365 service health and maintenance information on the go
Available for Windows Phone,
iOS
and Android devices
Office 365 Admin AppSlide25
Coming Soon: Service Health API
Ability to query a tenant or permissioned account and see service health resultsSlide26
Office 365 Partner Admin Center
View the customers in which they have delegated admin privileges
Find, select and perform administrative tasks on behalf of their customers
View their customers’ Office 365 service health status and details
Create, edit and view service requests on behalf of their customersCreate trial, purchase offers and delegated administration requestsSlide27
SummarySlide28
Office 365 Change Management Summary
Embrace what change means when “in the cloud”
Visit and bookmark communications channels
Stay current on functionality and platform changes
Download the Office 365 Admin appLeverage the Service Health DashboardProvide us your feedback on how we can improveSlide29
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