Paul - Premier Support Deck
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Transcript of Paul - Premier Support Deck
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Questions How do you prioritize IT Operations to
meet your organization strategic goals? Where we should invest our proactive
offerings to meet your strategicbusiness needs?
What you want from a support
relationship with Microsoft in an Idealworld?
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30%
New70%
Maintenance
with limited resources
for advancing capability
Business Results& New Value
End UserProductivity
CustomerConnection
CostReduction
Competition
Technology
Change
Regulatory
Compliance
Security
Keep BusinessUp & Running
Source : Accenture IT Spending survey
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CURRENT STATE OF ITENVIRONMENTS IN 2011
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Cost management
IT resource allocation
IT service delivery
IT/Business Alignment
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6
Supporttools
Consumerizationof IT
Complexity
Supportresponse time
Cross-productsupport
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0 0.5 1 1.5 2 2.5 3 3.5 4 4.5
Internal lack of familiarity with the application
Monitor/report metrics demonstrating support
Proactive remote monitoring and support
Ability to monitor across the entire environment
Ability of on-site support servicesAvailability of on-line self support
Collaborate to resolve issues over multiple tech
Price/cost in absolute dollars
Price/cost predictability over time
Reactive, incident-based support
Availability of upgrades/updates/patches
Importance of application to business
Technical expertise of support staff
Diagnose/resolve high-severity mission-critical
How important are the following features in deciding what type of supportservices agreement to purchase for your enterprise software?
Note: 1 indicates Not at all important, while 5 indicates Very important
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5
Importance of application to business
Technical expertise of support staff
Diagnose/resolve high-severity mission-critical
n = 1006
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=> Lead to build IT as an Asset
Assess
Plan
Stabilise
Educate
Prevent
Optimise
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Proactive ServicesServiceManagement
Problem ResolutionServicesV
ALUE
PILLARS
Four levels of service designed to fit the unique IT environments and support needs of large and global organizations.
PREMIERULTIMATE
PREMIERPLUS
PREMIERSTANDARD
PREMIERFOUNDATION
Add-onservices
Offering
s
Components
Premier Global Support Premier Mission Critical Dynamics Support
Dedicated SupportEngineering
Premier Support for
Developers
Risk Assessment Programs WorkshopPLUSCourses Health Checks
Operations Consulting Supportability Review
-Custom Support - Extended Hotfix Support
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Availability
Compliance
Root Cause
Priority
Risk
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Assess Plan Stabilize Educate Prevent Optimize
ActiveDirectory,
Exchange &
Cluster ServerRisk Assessment& Health Check
Program(ADRAP, EXRAP
& CSRAP)
Operations RAP
OperationStrategic
Review(OSR)
MessagingService Map
(SMAP)
RAPRemediation
DedicatedSupport
Engineer forExchange
(DSE)
ExchangeTroubleshooting
& Disaster
RecoveryWorkshop
Roles &Knowledge
Management forExchange
(RKM)
DesiredConfiguration
Management forExchange
(DCM)
ProactiveMonitoring
Management forExchange(PMOM)
RKM for Exchange
Service LevelManagementfor Exchange
(SLM)
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Assess Plan Stabilize Educate Prevent Optimize
SQL & ClusterServer Risk
Assessment &
Health CheckProgram
(SQLRAP &CSRAP)
OperationsRAP
OperationStrategic
Review(OSR)
SQL ServiceMap
(SMAP)
RAPRemediation
DedicatedSupport
Engineer forSQL
(DSE)
SQLTroubleshooting
& Disaster
RecoveryWorkshop
Roles &Knowledge
Management forSQL
(RKM)
DesiredConfiguration
Management forSQL
(DCM)
ProactiveMonitoring
Management forSQL
(PMOM)
RKM for SQL
Service LevelManagement
for SQL(SLM)
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Assess Plan Stabilize Educate Prevent Optimize
ReadinessAssessment for
On PremiseInfrastructure
Risk Assessment& Health Check
Program(ADRAP, ExRAP,MOSSRAP, OCS
HC, OpsRAP)
OperationStrategic
Review(OSR)
IT &Messaging
Service Map(SMAP)
RAP
Remediation
DedicatedSupport
Engineer (DSE)
Troubleshooting& Disaster
RecoveryWorkshop
Roles &Knowledge
Management(RKM)
DesiredConfigurationManagement
(DCM)
ProactiveMonitoring
Management(PMOM)
RKM
Service LevelManagement
(SLM)
Preparing infrastructure for Cloud Services
Customer needs to remediate non-MS technologies like Network, Firewall, Antivirus
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