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Upgrade Your Time
M365 MONITORING ESSENTIALS
Why device, WIFI, and ISP insights are crucial
to supporting remote Microsoft 365 users
April 9th, 2024
Christoph Adler
Head of Solution Consulting
christoph.adler@panagenda.com
Host & Speaker
Femke Goedhart
Product Marketing Manager
& Business Consultant
femke.goedhart@panagenda.com
Before We Start
All attendee lines are muted
This is to prevent interruptions during the
presentation.
X
The webinar is being recorded
After the webinar, we will send you a mail to give
access to the recording and presentation slides.
Please submit questions via
the Chat or Q&A panel
Your questions will be addressed directly during
the webinar or in the Q&A section after the
presentation.
Share your feedback with us
Use the link provided at the end to let us know
what we can do better.
Agenda
➢ About panagenda
➢ Short Recap Episode 1
➢ Some Support Wisdoms
➢ What kind of device, WIFI, and ISP insights are important for M365 support?
➢ Customer Examples using OfficeExpert TrueDEM
➢ Q & A
About panagenda
• Founded 2007, privately owned and funded
• HQ in Vienna (Austria)
• Offices in Germany, USA and The Netherlands
• panagendians work from >20 different locations
MILLION
LICENSES
15
REDUCE
INFRASTRUCTURE
WORKLOAD
COST
ANALYZE
APPLICATIONS
SERVERS
MAIL
MANAGE
NOTES
NOTES WEB
NOTES MOBILE
www.panagenda.com
Your
Upgrade
Time
OPTIMIZE
MICROSOFT 365
MICROSOFT TEAMS
AND MORE
Register Today >
March 12th, 2024 | 11:00 am EST | 16:00 CET
Christoph Adler
Head of Solution Consulting
panagenda
Why you need monitoring to keep your
Microsoft 365 journey successful
M365 monitoring essentials
W E B I N A R
View 1st Webinar
Digital Experience Monitoring
shifts the focus to the complete ‘User Journey’
More than 85% of the issues
with Microsoft 365 Services
are being caused on/by the user's device, the local network and/or the ISP side
Upgrade Your Time
Support Wisdoms
Support Wisdoms
Steps:
– Identify the Problem → Understand the issue reported by the customer.
– Gather Information → Ask relevant questions without overwhelming the customer.
– Isolate the Root Cause → Narrow down possibilities.
– Test Hypotheses → Verify assumptions.
– Implement Solutions → Fix the issue.
DON'T EXPECT
THE USER
TO KNOW
(anything)
AVOID
BURDENING
THE USER
(more than necessary)
And please do not forget
The customer* is always right**
* Even or especially if the customer is your colleague
** And also if they are actually not right
Upgrade Your Time
What kind of device, WIFI, and ISP
insights are important for
Microsoft 365 support?
Device insights
Affected computer (hostname)
Exclude ‘larger’ cloud issues
Device insights
• Affected computer (hostname)
• Hardware (CPU, Memory, GPU’s, Harddisk, Manufacturer)
• Attached devices e. g. Camera, Headset, …
• OS (Name, Architecture, Version/Build)
• Installed Drivers
• Installed Software (When, version, etc.)
• Battery status (if not UPS)
• CPU, Memory and Disk usage → Total in %
• CPU and Memory usage → in % by top processes
Collecting data over
the time to
understand trends
Local network (Wifi) insights – company & remote/home
• Available Network Adapters
– Which one is in use
– Driver version
– Yes, that includes VPN
• Wired Vs. Wireless
– If Wireless → SSID, Signal strength, Volatility
– Inbound/Outbound bandwith
– RTT – Round Trip Times (Latency)
– Packet Problems
– Traffic (Received / Sent)
Collecting data over
the time to
understand trends
Company network insights
• Specific devices/services
on the route such as
– Proxies
– Firewalls
– Gateways
– 3rd-party SaaS for Security
– QoS
– MPLS
– SDWAN
– Load Balancers
Collecting data over
the time to
understand trends
ISP (Internet Service Provider) insights
• Route to Microsoft 365 Front Door
– DNS
– Gateways
– Load Balancers
– Hops / hop count
– Latency (RTT)
Collecting data over
the time to
understand trends
What does this data give to YOU ?
• Identify problem-prone device types, network(segment)s, ISPs
• Single pane of glass (SPOG) to identify/detect patterns
• Compare devices, local/company networks and ISP’s
Helps solve issues in lightspeed!
Upgrade Your Time
Customer Examples
using OfficeExpert TrueDEM
TrueDEM M365
TrueDEM Advanced
www.panagenda.com
Client App
Accurately monitor all your devices
Network/ISP/MSFT
The entire path
Call Quality
Ensure your SLAs are consistently met
Quality of M365
services
True User Experience
OfficeExpert
Example: Device Health → Memory & CPU consumption
Example: Device Health → Memory & CPU consumption (cont.)
Example: Device Health → Memory & CPU consumption (cont.)
Example: Device Health → Software installations/updates
Upgrade Your Time
Quick Live Demo
OfficeExpert TrueDEM
Example: Network Health
Example: ISP Health
Example: ISP Health (cont.)
Example: ISP Health (cont.)
Example: ISP Health (cont.)
Events timeline - Preview (work in progress)
Your Feedback Matters to Us
THANK YOU!
THANK YOU!
Q & A
Register Today >
May 7th, 2024 | 10:00 am EST | 16:00 CET
Christoph Adler
Head of Solution Consulting
panagenda
Why Teams Call analytics is
critical to your entire business
M365 monitoring essentials
W E B I N A R

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Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft 365 users

  • 1. Upgrade Your Time M365 MONITORING ESSENTIALS Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft 365 users April 9th, 2024
  • 2. Christoph Adler Head of Solution Consulting christoph.adler@panagenda.com Host & Speaker Femke Goedhart Product Marketing Manager & Business Consultant femke.goedhart@panagenda.com
  • 3. Before We Start All attendee lines are muted This is to prevent interruptions during the presentation. X The webinar is being recorded After the webinar, we will send you a mail to give access to the recording and presentation slides. Please submit questions via the Chat or Q&A panel Your questions will be addressed directly during the webinar or in the Q&A section after the presentation. Share your feedback with us Use the link provided at the end to let us know what we can do better.
  • 4. Agenda ➢ About panagenda ➢ Short Recap Episode 1 ➢ Some Support Wisdoms ➢ What kind of device, WIFI, and ISP insights are important for M365 support? ➢ Customer Examples using OfficeExpert TrueDEM ➢ Q & A
  • 5.
  • 6. About panagenda • Founded 2007, privately owned and funded • HQ in Vienna (Austria) • Offices in Germany, USA and The Netherlands • panagendians work from >20 different locations
  • 8. Register Today > March 12th, 2024 | 11:00 am EST | 16:00 CET Christoph Adler Head of Solution Consulting panagenda Why you need monitoring to keep your Microsoft 365 journey successful M365 monitoring essentials W E B I N A R View 1st Webinar
  • 9. Digital Experience Monitoring shifts the focus to the complete ‘User Journey’
  • 10. More than 85% of the issues with Microsoft 365 Services are being caused on/by the user's device, the local network and/or the ISP side
  • 12. Support Wisdoms Steps: – Identify the Problem → Understand the issue reported by the customer. – Gather Information → Ask relevant questions without overwhelming the customer. – Isolate the Root Cause → Narrow down possibilities. – Test Hypotheses → Verify assumptions. – Implement Solutions → Fix the issue. DON'T EXPECT THE USER TO KNOW (anything) AVOID BURDENING THE USER (more than necessary)
  • 13. And please do not forget The customer* is always right** * Even or especially if the customer is your colleague ** And also if they are actually not right
  • 14. Upgrade Your Time What kind of device, WIFI, and ISP insights are important for Microsoft 365 support?
  • 17. Device insights • Affected computer (hostname) • Hardware (CPU, Memory, GPU’s, Harddisk, Manufacturer) • Attached devices e. g. Camera, Headset, … • OS (Name, Architecture, Version/Build) • Installed Drivers • Installed Software (When, version, etc.) • Battery status (if not UPS) • CPU, Memory and Disk usage → Total in % • CPU and Memory usage → in % by top processes Collecting data over the time to understand trends
  • 18. Local network (Wifi) insights – company & remote/home • Available Network Adapters – Which one is in use – Driver version – Yes, that includes VPN • Wired Vs. Wireless – If Wireless → SSID, Signal strength, Volatility – Inbound/Outbound bandwith – RTT – Round Trip Times (Latency) – Packet Problems – Traffic (Received / Sent) Collecting data over the time to understand trends
  • 19. Company network insights • Specific devices/services on the route such as – Proxies – Firewalls – Gateways – 3rd-party SaaS for Security – QoS – MPLS – SDWAN – Load Balancers Collecting data over the time to understand trends
  • 20. ISP (Internet Service Provider) insights • Route to Microsoft 365 Front Door – DNS – Gateways – Load Balancers – Hops / hop count – Latency (RTT) Collecting data over the time to understand trends
  • 21. What does this data give to YOU ? • Identify problem-prone device types, network(segment)s, ISPs • Single pane of glass (SPOG) to identify/detect patterns • Compare devices, local/company networks and ISP’s Helps solve issues in lightspeed!
  • 22. Upgrade Your Time Customer Examples using OfficeExpert TrueDEM
  • 23. TrueDEM M365 TrueDEM Advanced www.panagenda.com Client App Accurately monitor all your devices Network/ISP/MSFT The entire path Call Quality Ensure your SLAs are consistently met Quality of M365 services True User Experience OfficeExpert
  • 24. Example: Device Health → Memory & CPU consumption
  • 25. Example: Device Health → Memory & CPU consumption (cont.)
  • 26. Example: Device Health → Memory & CPU consumption (cont.)
  • 27. Example: Device Health → Software installations/updates
  • 28. Upgrade Your Time Quick Live Demo OfficeExpert TrueDEM
  • 34. Events timeline - Preview (work in progress)
  • 35. Your Feedback Matters to Us THANK YOU! THANK YOU! Q & A
  • 36. Register Today > May 7th, 2024 | 10:00 am EST | 16:00 CET Christoph Adler Head of Solution Consulting panagenda Why Teams Call analytics is critical to your entire business M365 monitoring essentials W E B I N A R