Microsoft Office 365 Operational Knowledge Management

[Pages:2]Microsoft Office 365 Operational Knowledge Management

Maximizing Your Investment in People and Improving Their Efficiency

Drive a proactive focus and increase predictability for services dependent upon Office 365 technologies

Microsoft Office 365 Operational Knowledge Management (OKM) is designed to help you:

Improve service availability by increasing preventative maintenance

Drive accountability and assign tasks effectively

Improve the effectiveness of IT staff through defined roles and responsibilities

Gain more value from IT documentation

Overview

Managing an IT Operations environment is very complex, regardless of the skill level or work experience of the service managers and administrators. Often, a high rate of staff turnover exists, day-to-day work is very reactive in nature, and knowledge sharing is very difficult because documentation is underused or nonexistent. As the business continues to rely even more on IT Operations to support critical functions, the need for improved service availability also increases. Not surprisingly, Operations staff is more relied upon to provide consistent levels of service without the benefit of increasing headcount or improving skills to support these new technologies. This drives a reactive atmosphere that leads to frustration, important tasks not being done, and higher staff turnover. In addition, as customers move to the cloud, the requirements for the remaining on-premises work becomes less clear, including how to operate key infrastructure components with the cloud in mind. Thus, Microsoft Services has developed the Office 365 Operational Knowledge Management (OKM) solution. OKM is designed to deliver sustainable improvements in IT Operations and the detailed guidance needed to maintain a high quality of service for your Office 365 environment, including Windows Server? 2008 and Active Directory? onpremises infrastructure. OKM helps IT groups apply Microsoft Operations Framework and IT Infrastructure Library (ITIL) best practices, processes, and documented procedures to ensure that services achieve optimal availability levels. Specifically, OKM helps IT groups:

Clearly understand roles and responsibilities of service managers, administrators, and other Operations staff

Create an environment where proactive focus drives daily, weekly, and monthly tasks

Increase accountability and assign tasks for effective execution

Improve knowledge sharing to increase employee skill levels

Drive proactive focus and increased accountability within your IT staff for Office 365-dependent services

Is the Office 365 Operational Knowledge Management (OKM) solution right for your organization?

If you answer Yes to the following questions, we recommend you learn more about the OKM solution and about its benefits:

Do just a few people in Operations have most of the knowledge but no mechanism or the time to share it?

Are important tasks not being completed? Or, conversely, are certain tasks being duplicated?

Is work usually performed in firefighting mode?

Are you new to Office 365 and unsure of what tasks to perform onpremises and within Office 365?

How the Offering Works

OKM combines the implementation of structured management processes and proactive operational tasks presented through a SharePoint Online site and delivered as part of the solution, which runs within your Office 365 environment.

Role and Responsibility Optimization

OKM delivers roles, responsibilities, and detailed proactive work instructions preloaded in the provided SharePoint site. Roles are determined by using a predefined set of role types to enable more efficient use of resources. In addition, responsibilities are aligned with the tasks that individuals should perform to ensure the reliability, maintainability, and availability of the specified IT service. Plus, work instructions include step-by-step procedures that can be customized for your environment, and which provide the basis for daily, weekly, monthly, and ad-hoc tasks to perform to ensure the Office 365-based services run smoothly.

Power and Benefits of SharePoint Online Technology

The SharePoint site included with the OKM solution includes role-based views of the organization's operational documentation and the work instructions performed. This enables management to easily assign administrative staff the work applicable only to their role. In addition, OKM reporting allows managers to track weekly status, evaluate task completion, and report on tasks that take longer than expected.

It's About the Knowledge

The SharePoint site provided contains over 100 recommended Office 365 operations tasks and corresponding work instructions that are at the heart of the offering. The tasks cover Exchange Online, SharePoint Online, Directory Services, and general Office 365 activities. The supporting work instructions contain best practice guidance from Microsoft Services.

Maximize the Value of Your IT Investments

Ensuring you get the most out of your IT investments is the mission of Microsoft Services. Whether you are looking to improve your bottom line, enhance productivity, or use technology to realize new business opportunities, Microsoft is ready to assist. From business support to strategic consulting, we offer a full range of Premier Support services for any stage in your IT lifecycle.

This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

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