techleaders

Maintain and enhance the delivery of a high quality and reliable Skype for Business Online service to end users over time. Outcome: Great long term user experience and satisfaction which delivers on ROI by driving adoption. Rapidly identifying quality / reliability hot spots and executing targeted remediation. Stage Activities Outcome 9 - Monitor: Manage Call Quality Monitor the health and availability of the hybrid environment Monitor the key indicators that underpin quality and reliability, define targeted remediation actions End users receive an ongoing high quality and reliable service Remediation actions are efficient and timely Quality conversations are data driven 10 - Report: Leverage O365 portal to Report on Service availability and Usage Define Reports that inform future actions and decisions Management can make planning decisions based on capacity and utilisation reporting 11 - Support: Leverage SOF trouble-shooters to drive issue resolution Gather end user logs and work with O365 support when required Support staff get up to speed faster leveraging the trouble shooters Users get their issues resolved in a timely manner and trust the service 12 - Run: Undertake remediation activities Undertake patching of clients and hybrid components Enable users and undertake user controlled configuration / feature assignment, ship devices as required Clients and on premises components are patched to the current versions including firmware and drivers to maximise quality and reliability Users are enabled on to the service to meet business demand

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