Office 365 Admin Support Skills: Service Management Andy Puntahachart and Michael de Blok

Meet Andy Puntahachart and Michael de Blok Microsoft Sr. Support Escalation Engineer Focused on Office 365 and Exchange Online Microsoft Support Escalation Engineer Focused on Office 365 and Exchange Online

Setting Expectations Progressive discussion with self-paced exercises attached Target Audience Supporting the Office 365 IT Pro Supporting users as an IT Pro Suggested Prerequisites/Supporting Material None

Join the MVA Community! Microsoft Virtual Academy Free online learning tailored for IT Pros and Developers Over 2M registered users Up-to-date, relevant training on variety of Microsoft products

Related MVA courses Office 365 Admin Support Skills: Core Concepts Introduction to skills needed to support your Office 365 tenant.

01 | Advanced Administration Program: Overview Module 01: Advanced Administration Program: Overview

1.1 | Advanced Administration Program Overview What’s this about

Lesson Overview Objectives Topics Understand the type of role you are playing as an Office 365 administrator throughout the modules in this program. Explain how this advanced program helps the administrator move from a manage service mindset to a troubleshoot service mindset. List the modules that are included in the Advanced Administration program. Topics What’s this about Where we’ve been: Administrator Where we’re going: Advanced Administrator Advanced Administration program agenda

Where we’re going: Advanced Administrator

Course Topics Module number Module name Key topics 1 Program Overview What’s in this program Understanding the advanced administration mindset 2 The Administrators  Available Office 365 Administrator roles Tasks and responsibilities for each administrator role Office 365 Administrator best practices.

Course Topics Module number Module name Key topics 3 Windows PowerShell Windows PowerShell software requirements Using Windows PowerShell with Office 365 PowerShell cmdlets commonly used for managing Office 365 services How Windows PowerShell works with Office 365 endpoints

Course Topics Module number Module name Key topics 4 Domain Management Appropriate resources for small, mid-sized, and enterprise customers Adding, verifying, and removing domains Configuring DNS records for small, mid- sized business, and enterprise customers Troubleshooting domain names and DNS record issues

Course Topics Module number Module name Key topics 5 Mail Flow End-to-end mail flow from an administration perspective Factors that impact inbound and outbound message routing and that create message delays Troubleshooting common mail flow and mail delay scenarios

Course Topics Module number Module name Key topics 6 Outlook Features Processes and tools available to Office 365 administrators to help them troubleshoot Outlook connectivity issues Autodiscover functionality and its benefit to IWs and to Office 365 administrators Autodiscover troubleshooting tools and processes Types of deletions in Exchange Online Enabling single item recovery for one or bulk users 

1.2 | Understanding the Advanced Administration Mindset Overview

Lesson Overview Objectives Exercises Explain why the Office 365 New Hire curriculum includes two administration programs and how they relate to the primary functions of an Office 365 administrator Describe the optimal approach to troubleshooting and what administrators must learn to be effective at troubleshooting Exercises Group discussion: Interpreting the layers graphic Prepare for troubleshooting

Group Discussion: Interpreting the Layers Graphic

Prepare for troubleshooting