IanHameroffmicrosoftcom Group Product Manager Office 365 Service Experience SPC238 This Morning Ill Answer These Questions What are your questions and feedback What happens when there is change or a service incident ID: 261530
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Office 365 Service Communications
Ian.Hameroff@microsoft.comGroup Product ManagerOffice 365 Service Experience
SPC238Slide3
This Morning, I’ll Answer These Questions
What are your questions and feedback?
What happens when there is change or a service incident?
What is the Service Health Dashboard?
What is our communications philosophy?
What are the various communication types and channels?Slide4Slide5
Waves
to Ripples
Continuous innovation delivered on monthly basis vs. 18-24 month upgradesSlide6
It is critical that you understand what change means, types of change
Clear, predictable and reliable service change communications is criticalSlide7
Types of Change Communicated
Planned Platform Updates
Ongoing Functionality Updates
Evolving System Requirements
Unexpected Service IncidentsSlide8
Our Communications Philosophy
Timely
Targeted
Flexible
AccurateSlide9
Functionality and Platform UpdatesSlide10
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 firstEvolving standards
Direct feedback
Real-time information
Common support issues
Continuous innovation with confidence and controlSlide11
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 Months
No Notice
Functionality Updates
OneDrive
for Business storage increases
Lync meeting improvements
Feature
updates
Office Mobile for iPhone
OWA for iPhone and iPad
New
Introductions
1-3 Month Roadmap*
Upon ReleaseSlide12
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/Slide13
Message Center: In Product Notifications
Compliments other communications, provides notification and actions requiredSlide14
System RequirementsSlide15
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 clientsSlide16
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.aspxSlide17
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/ Slide18
Service IncidentsSlide19
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 Workloads
Distributed components
are more resilient
Most failures are contained
to a single service.
Service component isolation
Complexity avoidance
and graceful degradation
Standardized hardware
Fully automated
deployment
Built-in workload
management mechanisms
Predictability and Inspectability
Incident avoidance
detailed
L
og
and tracing to avoid SI
Rich forensics
and monitoringSlide20
Service Incident Notification Process
Incident occurs
Service Health Dashboard updated
until service restoration
Service
Health
D
ashboard
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)Slide21
So, What’s this Service Health Dashboard?
First and best content
Regional
Updated
hourlySlide22
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 d
etermine 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 Service
Microsoft
has
isolated the likely cause of the incident and is
in the process of restoring
service
Extended Recovery
Services are restored
and
may be slower than usual
Service Restored
Normal system services have been restored
Additional Information
There
is a
dditional information
provided
Normal
Service
The service is healthy
?
iSlide23
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 AppSlide24
Coming Soon: Service Health API
Ability to query a tenant or permissioned account and see service health resultsSlide25
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 requestsSlide26
Next StepsSlide27
Your To-Do List
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 app
Leverage the Service Health Dashboard
Provide us your feedback on how we can improveSlide28
Summary
Answered your questions and heard your feedback
What happens when there is change or a service incident
Service Health Dashboard
Our communications philosophy
The various communication types and channelsSlide29
Questions and FeedbackSlide30
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2014
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and
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