Webinar Recording: https://www.panagenda.com/webinars/why-device-wifi-and-isp-insights-are-crucial-to-supporting-remote-microsoft-365-users/ In an era dominated by users working remotely from home or other different settings, understanding the intricacies of the user’s “last mile” – with what device, what peripheral equipment and HOW they connect to the office network or Microsoft 365 services – is critical for optimizing user experiences. Knowing that it’s the CPU being overloaded when your CEO is having trouble during that important Teams Call or that the accountant’s failure to connect to his files is caused by his home router, and not Microsoft 365 is crucial. In this webinar Christoph Adler delves into the significance of comprehending the entire remote user journey and the impact device health, local/home/remote networking have on the users experience and quality of service. Join us to learn how User Experience monitoring can help you be more effective and successful in supporting remote workers. In this session we will talk about - How device Health and what’s going on on the remote devices directly influences user experience and overall productivity. - What you should know about the impact that diverse home networks, bandwidth, latency, network stability and ISP can have on successful remote connectivity. - The importance of the User’s Context: Understand why, with cloud, the only way to truly say anything about a user’s experience is if it’s done from the exact user context and location. - Real-life examples of Impactful Insights: Explore real-world examples showcasing the need for hardware replacements based on user requirements, efficient software/driver installations, and the challenges posed by high volatility in local/home/remote networks and environments.

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
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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

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

7. MILLION
LICENSES
15
REDUCE
INFRASTRUCTURE
WORKLOAD
COST
ANALYZE
APPLICATIONS
SERVERS
MAIL
MANAGE
NOTES
NOTES WEB
NOTES MOBILE
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Your
Upgrade
Time
OPTIMIZE
MICROSOFT 365
MICROSOFT TEAMS
AND MORE

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

11. Upgrade Your Time
Support Wisdoms

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?

15. Device insights
Affected computer (hostname)

16. Exclude ‘larger’ cloud issues

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

29. Example: Network Health

30. Example: ISP Health

31. Example: ISP Health (cont.)

32. Example: ISP Health (cont.)

33. Example: ISP Health (cont.)

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