Office 365 - the leading SaaS solution in the world – has profoundly changed the nature of IT Service Management. As servers are moving to Microsoft, a lot of our customers are wondering how to transform their Service Management to fit the cloud delivery model.
Every day, GSX helps new customers manage their Microsoft Office 365 Service-level Agreement (SLA), understanding what’s in it and what is still under their local responsibility. We thought it would be helpful to publish the results of our experiences in our new RoboTech articles dedicated to Office 365 Service Management.
You’ll learn how to understand the Office 365 Service Level agreement, its natural limitations, and how to work with Microsoft on potential issues you might face. Then, we’ll describe the recommendation Microsoft gives to organize a Modern Service Management practice for Office 365 in your IT organization.
The third article is focused on Cloud Service Management best practices. You will learn here what ITIL has to say about IT Service Management in a Cloud-enabled environment. These best practices are a good complement to Microsoft recommendations and can significantly improve the way you manage Office 365 as well as the services you deliver to users.
Finally, we will conclude these articles with samples of our real-life dashboards that have been designed in alignment with Gartner’s recommendations.
We explain how to define your Service Level Target, how to show their results, and how to breach silos between IT departments to ensure fast resolution of the incidents at the location level while justifying to management the true quality of the services you deliver to your end-users.
Check out our brand new RoboTech section about Office 365 Service delivery management and let us know what you think!