1. Evolution of the Skype Operations Framework
6/17/2018 1:30 PM
BRK2036
Evolution of the Skype Operations Framework
Lester Hewett
Brandon Bernier
Martin Rinas
BRK2036
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Who‘s on the stage? Hallo! I’m Martin Hi! I’m Brandon Bernier Rinas
6/17/2018 1:30 PM
Who‘s on the stage?
Hallo! I’m Martin
Rinas
Hi! I’m Brandon Bernier
Hello! I’m
Lester Hewett
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

3. 6/17/2018 1:30 PM
Session Objectives Learn how the Skype Operations Framework is evolving. Supporting you delivering quality, reliability, and delighted users!
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. Agenda Evolution of SOF MyAdvisor Quality Champion Partners Next Steps
6/17/2018 1:30 PM
Agenda Evolution of SOF MyAdvisor Quality Champion Partners Next Steps
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5. Delighted users drive realizing your business outcomes
Cloud Voice
Teams and Skype for Business Online
BUSINESS OUTCOMES
DELIGHTED
USERS
QUALITY
We wanted to start by reviewing why delighted users are key to your success and the main factors that influence delighted users.
We have learnt from you that your business outcomes are realized when your users engage, use our Cloud Voice services and incorporate communications to enhance their business processes.
It is key to understand that quality underpins usage, when you deliver a quality service that delights people, teams gain confidence and find new innovative ways of doing their work.
We have learnt that it is critical to treat Cloud Voice as a first class citizen with other communication and collaboration investments, prioritizing real time traffic on a peer level with voice, conferencing and other collaboration tools. By taking these steps proactively, IT and end user support teams will minimize user disruptions.
Your Cloud Voice services are real time services and we have learned that there is more to do to achieve quality than just switch it on…
It is key to understand that when planning to consume a real time cloud service there are activities and outcomes that your project needs to take care of related to:-
Preparation and setting your environment up correctly to deliver quality (spending time to get the network and Internet access set up right for example)
Thinking about how to create communications so your teams understand why this technology change is being made and “what is in this for them” to drive the desire to change and adopt this new platform
Ongoing management to ensure that quality and reliability are the delivered and that any issues introduced by your environment are rapidly detected and remediated.
By taking care of these fundamentals you will drive quality and delight your users.
We created practical guidance to help you do this.
ASSESS AND PREPARE YOUR ENVIRONMENT
DRIVE USER ADOPTION
EXECUTE ONGOING OPERATIONS TO DRIVE ROI

6. Supporting your journey
Delight your people, drive your success and deliver quality with Cloud Voice throughout your project lifecycle.
PRACTICAL GUIDANCE
ASSETS / TRAINING
FOR CUSTOMERS & PARTNERS
SELF SERVICE / FAST TRACK AND PARTNER LEAD EXECUTION MODELS

7. The value of practical guidance
6/17/2018 1:30 PM
The value of practical guidance
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8. Partner offers in market today!
6/17/2018 1:30 PM
SOF by the numbers
1 60+ 38
14k
970k+
Net Promoter
Score
Partner offers in market today!
Registrations
Page views
1500
172k
We wanted to share insights into the impact that this guidfance has had over the past 18 months,
And thank everyone who took the time to access, download, use our materials and provide the valuable feedback that is key to us and drives us to continue to improve and drive continued relevance to you our customers and partners.
Thank you.
Let‘s have a quick walk through the numbers ....
SOF assessment passes
Downloads
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. What we heard from you
How do we scale down for smaller deployments, can you make guidance more modular ?
We like the practical guidance, without it we would have had to invest significant time to build our own approach !
Can you provide this type of guidance for other workloads ?

10. Practical Guidance is evolving
6/17/2018 1:30 PM
Practical Guidance is evolving
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11. FastTrack Our commitment to Customer Success
6/17/2018 1:30 PM
FastTrack Our commitment to Customer Success
FastTrack engineers
350+
200
New Customers per month
FastTrack engineers
800+
3.7PB
4000
New Customers per month
Data migrated
185
NSAT
2013–2014
2015–2016
2017
Office 365 Onboarding and Guidance and Remote Assistance
Customer Success Service For Office 365 and EMS
Microsoft FastTrack for the Microsoft Cloud
© Microsoft Corporation. All rights reserved.

12. Extending the FastTrack digital experience
6/17/2018 1:30 PM
Extending the FastTrack digital experience
The FastTrack digital experience now includes
Practical Guidance for Cloud Voice.
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

13. Extending the FastTrack digital experience
6/17/2018 1:30 PM
Extending the FastTrack digital experience
Skype Operations
Framework
Practical Guidance for Cloud Voice
Access
SOF Content
Fast Track Cloud Voice Page
aka.ms/cloudvoice
Skype of Business & Teams Guidance
Extending Practical Guidance across the Microsoft 365 workloads over time
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

14. Extending the FastTrack digital experience
6/17/2018 1:30 PM
Extending the FastTrack digital experience
Plan
Envision
Deliver
Onboard
Operate
Drive Value
Existing assets will retain the Plan, Deliver, Operate labels until updated
New assets will leverage Envision. Onboard and Drive Value
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15. Engage with FastTrack and Partners
6/17/2018 1:30 PM
Engage with FastTrack and Partners
Engage with FastTrack and our partner ecosystem for deployment
and ongoing management of Cloud Voice.
The latest list of customer offers can be found at
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

16. Rest assured, innovation will continue
6/17/2018 1:30 PM
Rest assured, innovation will continue
Self-Service Practical Guidance is here to stay and will expand in scope
FastTrack and Partners and are here to help you with your Cloud Voice deployments
We are continuing to invest in additional simplified guidance and operational capabilities for Cloud Voice
We invite you will join us on our journey
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17. 6/17/2018 1:30 PM
MyAdvisor
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

18. MyAdvisor Features Practical Guidance Tools Operational Services
6/17/2018 1:30 PM
MyAdvisor Features
Practical Guidance
Practical Guidance
MyAdvisor provides tailored Practical Guidance in context.
Ranging from end-to-end product deployment scenarios using the FastTrack methodology of Envision, Onboard and Drive Value; specific feature practical guidance, a library of trainings from product experts; to finally, relevant blog entries.
Tools
MyAdvisor provides a web-based Network Planner to assist in location-based bandwidth estimations throughout your organization using desired usage profiles. The output from this exercise also feeds into configuring other tools such as Microsoft’s Call Quality Dashboard and Call Analytics.
web-based troubleshooters are also provided focusing on resolution steps for the most commonly experienced problems.
We’ll continue to expand the MyAdvisor toolset as time goes on.
Operational Services
Quality Champion: Drives the importance of defining a go-to subject matter expert for managing voice quality through streamlined operational guidance.
By leveraging MyAdvisor’s practical guidance, tools and operational services, your organizations deployment is setup for long-term success.
Tools
Operational Services
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

19. 6/17/2018 1:30 PM
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

20. Getting Started 1. Sign-in with an Organizational Account*
6/17/2018 1:30 PM
Getting Started
1. Sign-in with an Organizational Account*
2. Answer a short series of questions
To get started, Sign in with an organization account. A microsoft account can also be used, but MyAdvisor recommendations are most prescriptive when an organizational account is used.
By answering a short series of wizard-driven questions to help us understand your deployment objectives, MyAdvisor will immedietly prescribe resources applicable your deployment. This Wizard only needs to completed on initial sign-in.
Upon completion of the wizard, MyAdvisor will take you to your personalized deployment guidance. Should you need to change any of the answers entered in the MyAdvisor Wizard, click on Preferences and then edit.
3. Leverage MyAdvisor resources
*MyAdvisor does support Microsoft Accounts. However, recommendations may be enhanced when using a Organizational Account.
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

21. 6/17/2018 1:30 PM
Demo
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

22.
6/17/2018 1:30 PM
MyAdvisor Summary
You should now be familar with the core funcationality that MyAdvisor provides.
Click on Start Now above this video to begin the MyAdvisor Wizard.
Remember to sign-in with a Organizational Account where possible.
Thank you!
Go to and click Start Now to begin
2. Remember to sign-in with an Organizational Account
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

23. Quality Champion 6/17/2018 1:30 PM
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

24. Why do you want a Quality Champion?
A lot of focus on quality during deployment,
Add slide M&S (good example)
Keep an eye on quality
Brought down PCR during our deployment motion (Oct -> Jan) while onboarding the batch of users.
Completed our engagement, customer continued with the rollout and made good progress.
Unfortunately a lack of operational excellence led to increased PCR, causing frustration with the end-users of the platform.
Don’T be like this, identify a quality champion that drives quality in your environment!
No Quality Champion
Quality Champion

25. Role of a Quality Champion
6/17/2018 1:30 PM
Role of a Quality Champion
Reactive
Proactive
Reactive
Go-to person for any call quality related tickets & item
Acts as a SME for these issues
Typical tools: Call Analytics, Snooper, UCCAPIlog
Proactive
Review weekly trends, identify action items
Drive remediation actions
Driven by CQD online
Leverage CQD to generate data driven evidence to work with other teams (Networking, Desktop deployment,…)
Comprehensive guidance available in the monitoring playbook
Quality Champion Profile
Passionate about user experience
They have the skills to identify trends in the environment
Have the sponsorship to work with other teams to effect remediation
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

26. Data Driven Evidence, Part 1
6/17/2018 1:30 PM
Data Driven Evidence, Part 1
Alpharetta building is showing close to 8% call drop failures
All others buildings <1%
What causes this, why is this building behaving differently?
Talk through report, explain what we are seeing, why that is important and where the problem lies
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

27. Data Driven Evidence, Part 2
Subnet-level drilldown into data for that building
This level of detail allowed the network team to immediately see what was going on here.
Legacy VLANs, to be migrated to new configuration
High call drop rate
Providing this level of detail and data driven evidence to any team changes the conversation in our experience. From a you‘re seeing issues? Must be your application our network runs just fine to a ‚I get your point, let me see whats different in this particular subnet‘. In this example the network team immediatley identified the subnets of questions to be following an old VLAN configuration that needed to be migrated. Doing this fixed the issue for users on this subnet – no more call drops on Skype, Users happy.
New VLANs
No call drops

28. Responsibilities Weekly User Experience Review
6/17/2018 1:30 PM
Responsibilities
Weekly User Experience Review
Report to Steering Committee
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

29. It‘s a Relationship game…
6/17/2018 1:30 PM
It‘s a Relationship game…
Quality Champion
Network
Security
Desktop
Helpdesk
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

30. 6/17/2018 1:30 PM
Partner Assets
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

31. Additional Partner Assets
6/17/2018 1:30 PM
Additional Partner Assets
We are pleased to announce two new assets created by our hardware partners Sonus and Plantronics as an extension of our Practical Guidance for Cloud Voice.
These assets will help you to integrate their products as part of your project and are additions to the Audiocodes guidance we released earlier in the year.
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

32. 6/17/2018 1:30 PM
Next Steps
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

33. 6/17/2018 1:30 PM
Recap Session Objectives Understand how the Skype Operations Framework is evolving. Supporting you delivering quality, reliability, and delighted users!
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

34. Related sessions Real Time Communications with Network Planner
6/17/2018 1:30 PM
Related sessions
Real Time Communications with Network Planner
BRK2031
In this session we introduce our newly created Network Planner - an essential piece of Planning and Operating any Real Time Communications environment, whether running Teams, Skype for Business or both.
How Microsoft transformed Marks & Spencer with Unified Communications services
BRK2014
Learn from the experience at British multinational retailer Marks & Spencer on how they enabled new ways of working through company-wide strategic initiatives.
We wanted to highlight some related sessions – the first is the deep dive into the Network Planner and the second brings the Quality Champion role to life in ther context of a recent customer engagement.
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

35. Call to Action Sign up for MyAdvisor (aka.ms/cloudvoice)
6/17/2018 1:30 PM
Call to Action
Sign up for MyAdvisor (aka.ms/cloudvoice)
Engage in Network Planning
Assign a Quality Champion
Provide your feedback to
We are continuing to invest in our practical guidance, delivery systems, and rich partner ecosystem, and will provide updates aligned to the Cloud Voice roadmap.
To get started, please head on over to the FastTrack Cloud Voice page at aka/ms/cloudvoice and click the MyAdvisor link to get started, you will find helpful resources right on the main page, including an FAQ. Have your Office 365 login ready to sign up!
We look forward to hearing your feedback on our Practical Guidance for Cloud Voice evolution, including your thoughts on MyAdvisor and the Network Planner. To provide your feedback, please contact us at
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

36. Please evaluate this session
Tech Ready 15
6/17/2018
Please evaluate this session
From your
Please expand notes window at bottom of slide and read. Then Delete this text box.
PC or tablet: visit MyIgnite
Phone: download and use the Microsoft Ignite mobile app
Your input is important!
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

37. 6/17/2018 1:30 PM
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.