GSX Blog

Office 365 User Service Quality Dashboard – From Theory to Practice

Posted by Jean-Francois Piot on Tue, Aug 21, 2018

Office 365 Service Quality DashboardsIf you are responsible for Office 365 services in your company, you need to confirm to your business lines that the end-users can really use their applications with decent performance.

The problem is that without accurate and unbiased data, you don’t have the information.

We have previously explained how you can collect monitoring data, thanks to our Robot Users, installed at every location, using Office 365 exactly as a user, sending email, creating meetings, searching objects in mailboxes, checking free/busy, downloading a document on SharePoint, performing Skype or Teams Voice calls, uploading to OneDrive, etc.

But now that you have the data, you need to present it in a way that can be beneficial for you and for management. To do so, Gartner recommends creating different level of dashboards. Let’s focus on three of these levels.

The first level is a top-level business dashboard. That’s where you will show the percentage of availability and performance of your main services.

Keep in mind that each action of Office 365 can be considered as a service because a problem with any of them can create dissatisfaction and support tickets.

You can then organize your service-level quality dashboard by service and by region. Below is an example at a large company.

Office 365 Reporting Dashboard

To do that, we highly recommend Power BI. But any BI tool working with SQL should work.

Now that you have clear visibility on the performance and availability of your different services at your different locations, it is important to create a second level of reporting dashboardYou can call this the “triage” dashboard.

The purpose is to provide a quick way to report on the probable cause of service disruption. This report will, for example, show key network metrics, and key hybrid identities metrics, but also metrics on any major part of the infrastructure that has a direct link with Office 365 performance.

Here below is another example made for one customer:

Blog Office 365 Reporting 2

You can see that the second column – Network – and the third column – ADFS – show some sign of issues directly impacting the end user experience.

The purpose of these “triage” dashboards is to breach the silos between IT departments. A service manager can identify in seconds which team to contact, considerably reducing the mean time to repair if there are issues.

The last level of dashboard would be made by key metrics for each of the infrastructure part that can affect user experience. For example, here it would be a specific ADFS or Network dashboard.

The purpose is to provide the right information to the right team to clearly help them in the troubleshooting process.

With GSX for Office 365 you can accurately measure the user experience of your Office 365 services and report accurately on the level of service that you provide. You can breach the silos between IT departments, providing the right information to the right team at the right moment.

You can find more information about this on the Robotech article dedicated to this topic.


Tags: User Experience, Service Delivery, APM, Office 365 monitoring, End user Experience, office 365 performance, manage Office 365, DEM, PowerBI Dashboard, PowerBI