how to create an office 365 it self service model (case study)
TRANSCRIPT
THE MISSION
RAISE $100,000 FOR 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
CAMPAIGNS
ALL CAMPAIGNS FROM THE FOLLOWING WILL BE
FUNNELED INTO ADOPTING CLASSROOMS
Resume Writing
Workshops
Job Fairs Consulting
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
HOW IT WORKS?
Create a profile1
Upload up to 5 current resumes 2
Contact [email protected] for support 3
PROFESSIONAL SERVICES
Public Speaking Leadership
COACHING
Resume Writing
CONSULTING
Recruiter Training
RECRUITING
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
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
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
THE COMPANY
Research Institute Centers located throughout the United States Large teleworking employee base Local IT Staff
THE TEAM Small team of Engineers Limited SharePoint Online experience Responsible for cutover to Office 365
THE USER COMMUNITY Low-tech Legacy systems that “just work” Fast paced, “just do it” implementations Quick deployment, multiple revisions
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
INTAKE FORM
STATUS DASHBOARD Secure Dashboard for Center Directors and Content Managers Project timelines Feature enhancements schedule (Version 1.1, 2.1, 3.2)
SCHEDULE MEETING Key Information: Timeline for Delivery General requirements and site purposes Custom Development requests Security and Permissions Determining which platform…
ONEDRIVE VS. SHAREPOINT HUGE confusion between platform Dropbox vs. OneDrive internal debate When to use What? What we’ve decided
ONEDRIVE FOR BUSINESS VS. DROPBOX Dropbox has heavy adoption OneDrive is “confusing” Key features for OneDrive Dropbox to OneDrive migration
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?
BRANDING
TRAINING AND SUPPORT Desktop sharing via Lync to walkthrough site Provides huge clarity and delivers hands-on understanding
Types of Training DeliveryLunch and Learn Webinar IT Processes SharePoint Online
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
THANK YOU! Questions on the Process? [email protected] for career related questions on the Office 365 platform To contact Shadeed Eleazer directly, email [email protected]