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How to Create an Office 365 IT Self Service Model (Case Study)

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This session dives into how the rollout of Office 365 impacted a large organization with centers around the US and how this impacted current web based applications and migrations.

Due to the fast-paced nature of the environment, a "quick start" model needed to be implemented to support the ad hoc collaboration needs of employees around the country and the organizations that they support.

Presentation Milestones
• How the Office 365 Self-Service Support Model reduced SharePoint trouble tickets for a nationwide help desk
• Tips on changing perceptions for an Organization that Had a "Bad" Experience with SharePoint
• Building a support model to clearly outline the key differences OneDrive, SharePoint Online to speed up implementation and support
• How I built in-house certification programs for End Users and Power Users

Learning Milestones
• At least 5 new implementation guidelines for your SharePoint on-premises or SharePoint Online instance
• Answers to training, architecture, and best practices regarding Office 365
• Key documentation strategies that have lead to success with the End User community

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How to Create an Office 365 IT Self Service Model (Case Study)

  1. 1. sharepoint-careers.com admin@sharepoint-careers.com How to Create an Office 365 Self-Service Model SHADEED ELEAZER
  2. 2. THE MISSION RAISE $100,000FOR BALTIMORE CITY SCHOOLS IN 2016 How? Adopt classrooms in underfunded schools Upgrade technology learning resources Why? Digital Illiteracy is the new form of handicap in the 21st century
  3. 3. CAMPAIGNS ALL CAMPAIGNS FROM THE FOLLOWING WILL BE FUNNELEDINTO ADOPTING CLASSROOMS Resume Writing Workshops Job Fairs Consulting
  4. 4. WHAT IS IT? We match SharePoint talent with top notch recruiters Recruiters are hand-selected based on track record and personality SharePoint Careers is a professional development network
  5. 5. HOW IT WORKS? Create a profile1 Upload up to 5 current resumes2 Contact admin@sharepoint-careers.com for support3
  6. 6. PROFESSIONAL SERVICES  Public Speaking  Leadership COACHING  Resume Writing CONSULTING  Recruiter Training RECRUITING
  7. 7. WHAT WE’LL COVER  Why creating processes around support makes sense  How a support models were built to outline the key differences OneDrive, SharePoint Online to speed up implementation and support  How the support model intertwines within IT  Ideas for In-house certification programs for End Users and Power Users
  8. 8. BENEFITS OF THIS SESSION  Ideas and implementation guidelines for SharePoint (on-prem or SharePoint Online)  Answer your IT Support process questions  Gain new answers for documentation  How the support model intertwines within IT  Ideas for In-house certification programs for End Users and Power Users
  9. 9. WHY DEFINE SUPPORT WITH OFFICE 365/SHAREPOINT ONLINE?  Serves as a Change Management vehicle  Serves as a Record of Changes  Enables the creation of a solid Knowledge Base  Strengthens documentation, FAQ
  10. 10. THE COMPANY  Research Institute  Centers located throughout the United States  Large teleworking employee base  Local IT Staff
  11. 11. THE TEAM  Small team of Engineers  Limited SharePoint Online experience  Responsible for cutover to Office 365
  12. 12. THE USER COMMUNITY  Low-tech  Legacy systems that “just work”  Fast paced, “just do it” implementations  Quick deployment, multiple revisions
  13. 13. THE SELF SERVICE MODEL PROCESS  Submit Request Intake Form  Schedule meeting to gather requirements  Determine which platform is suitable for delivery  Provide baseline of hours and estimated time of delivery  Deliver Version 1.0 release which includes walkthrough and User Acceptance Testing
  14. 14. INTAKE FORM
  15. 15. STATUS DASHBOARD  Secure Dashboard for Center Directors and Content Managers  Project timelines  Feature enhancements schedule (Version 1.1, 2.1, 3.2)
  16. 16. SCHEDULE MEETING  Key Information:  Timeline for Delivery  General requirements and site purposes  Custom Development requests  Security and Permissions  Determining which platform…
  17. 17. ONEDRIVE VS. SHAREPOINT  HUGE confusion between platform  Dropbox vs. OneDrive internal debate  When to use What?  What we’ve decided
  18. 18. ONEDRIVE FOR BUSINESS VS. DROPBOX  Dropbox has heavy adoption  OneDrive is “confusing”  Key features for OneDrive  Dropbox to OneDrive migration
  19. 19. ESTIMATES  The game changer  V 1.0 Delivery  Site creation  Permissions and Security  Branding  Baseline of hours  What can be done in 4 hours?  What can be done in 8 hours?
  20. 20. BRANDING
  21. 21. TRAINING AND SUPPORT  Desktop sharing via Lync to walkthrough site  Provides huge clarity and delivers hands-on understanding Types of Training Delivery Lunch and Learn Webinar IT Processes SharePoint Online
  22. 22. TRAINING (ADVANCED)  Certified Site Coordinator  “Boots on the ground”  Coordinates upgrades and tech refreshes  Manages multiple projects at each center  Certified Content Manager  Manages content within the site
  23. 23. THANK YOU!  Questions on the Process?  admin@sharepoint-careers.com for career related questions on the Office 365 platform  To contact Shadeed Eleazer directly, email mrshadeed@sharepoint-careers.com

This session dives into how the rollout of Office 365 impacted a large organization with centers around the US and how this impacted current web based applications and migrations. Due to the fast-paced nature of the environment, a "quick start" model needed to be implemented to support the ad hoc collaboration needs of employees around the country and the organizations that they support. Presentation Milestones • How the Office 365 Self-Service Support Model reduced SharePoint trouble tickets for a nationwide help desk • Tips on changing perceptions for an Organization that Had a "Bad" Experience with SharePoint • Building a support model to clearly outline the key differences OneDrive, SharePoint Online to speed up implementation and support • How I built in-house certification programs for End Users and Power Users Learning Milestones • At least 5 new implementation guidelines for your SharePoint on-premises or SharePoint Online instance • Answers to training, architecture, and best practices regarding Office 365 • Key documentation strategies that have lead to success with the End User community

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