My name is Peter Kendon and along with my colleague Keith Esslemont, we are both Technical Account Managers, in Premier Support UK.

The Microsoft Services Organisation can offer services and support covering every phase of a project, the full lifecycle of our software, or the complete development of a new process or offering.  In this article we want to walk you through three scenarios and give you an example of the various services that map on to each phase.  We will be introducing you to offerings from our Enterprise Strategy team, Microsoft Consulting Services, Premier Field Engineer, Customer Services and Support, Application Development Managers and Premier Support.

The three scenarios we will take you through cover some of the most common activities our customers undertake:

  1. Product Deployment of Exchange Server through an upgrade or new deployment
  2. Solution Development with the development of an ASP.Net application on Sharepoint Portal Server 2010
  3. Infrastructure Optimisation - Change Control Implementation through process and technology

Whilst you can map these on to any project or lifecycle management methodology, we have chosen to work with the Microsoft Solutions Framework, http://technet.microsoft.com/en-us/library/bb497060.aspx

 

 1. Product Deployment of Exchange Server through an upgrade or new deployment

Project Phase

Service Name

Service Description

Envision

Enterprise Strategy Portfolio

Business Productivity, Service Integration.

An on-site Enterprise who can cover services such as future state planning, architecture briefings, workshops, and more.

Plan

Architecture and Design for Microsoft Exchange Server 2010

Designed to help your organization through assessment of requirements, conceptual ac=architecture, functional specification and high level documentation with knowledge transfer workshops

 

Service Level Management Workshop

Understand and learn the concepts behind defining your IT services and measuring their availability to meet the business requirements.

Develop and Stabilize

Risk and Health Assessment Program for Exchange Server

An extensive environment review to provide a pre-deployment performance and build baseline. The onsite engineer will also complete hands-on knowledge transfer with your engineering staff, passing on some of the best real-world knowledge. The solution also includes the Risk Assessment and Diagnostic Tool and a results report that details health, risk, key findings and recommendations.

Deploy

Premier Third Tier Support

Provides senior IT staff with a direct channel to third-tier escalation engineers from Microsoft to help solve the most complex of IT issues

 

IT Service Mapping

IT Service Mapping (SMAP) is designed to help IT and business unit groups model IT services end to end for their organization. Service Mapping help customers ensure that all dependencies and cross-functional areas are captured and accountability identified

Maintain

Problem Resolution Services

Decrease resolution time during a crisis with direct involvement from Microsoft.

 

Proactive Monitoring with Operations Manager

In collaboration with your monitoring and Microsoft solution teams, Proactive Monitoring with Operations Manager from Microsoft helps you create Incident matrices, major problem reviews, and structure for a sustained engineering team.

 

2. Solution Development with the development of an ASP.Net application on Sharepoint Portal Server 2010

Project Phase

Service Name

Service Description

Envision

Enterprise Strategy Portfolio

Business Productivity, Service Integration.

An on-site Enterprise who can cover services such as future state planning, architecture briefings, workshops, and more.

Plan

Assessment and Roadmap for Application Lifecycle Management

Provides you with a prioritized list of improvement initiatives designed to significantly advance how they develop software

 

Application Compatibility Strategy

Accelerate complex, large-scale deployments by providing a clear overall application compatibility strategy including application virtualization, and delivery on-demand.

Develop

WorkshopPLUS MOSS 2007 Backup Recovery and Availability

Provides students with the knowledge and skills to recover from disaster, and implement

availability and business continuity solutions. This

workshop focus on both new and proven methods for implementing disaster recovery and

high availability.

 

WorkshopPLUS Advanced .Net Debugging

This course develops the skills required to troubleshoot and resolve common scenarios such as hangs, crashes, and memory leaks in both WinForms and ASP.NET applications using various tools and

techniques.

Stabilize and Deploy

Service Management Assessment

The Service Management Assessment helps your business select, deselect, and prioritize justifiable improvements and provides a documented roadmap with specific guidance for improvement.

 

Application Lifecycle Release Management

Helps you understand the governance model around release management, learn the value of good promotion model, and understand the best practices and metrics necessary to be successful with release management in your projects

Maintain

Risk and Health Assessment Program for Sharepoint Server

An extensive environment review to provide an ongoing service improvement plan. The onsite engineer will also complete hands-on knowledge transfer with your engineering staff, passing on some of the best real-world knowledge. The solution also includes the Risk Assessment and Diagnostic Tool and a results report that details health, risk, key findings and recommendations.

 

Solution Support Services

Rely on a single point-of-contact within Microsoft, who can draw on many resources to help you resolve issues fast with Solution Support Services, an add-on to Premier Support. Benefit from both proactive and reactive services, designed specifically for solutions built on Microsoft technology and custom code.

 

3. Infrastructure Optimisation - Change Control Implementation through process and technology

http://download.microsoft.com/download/1/b/3/1b3687a9-cbbe-4f2c-b5fa-549b61422843/io_customer_paper.pdf

Project Phase

Service Name

Service Description

Envision

Operations Strategic Review

Develops a high-level, 12-18-month roadmap for process improvement in support of IT's business-validated vision, strategy, and project plans. This includes defining immediate actions to address pressing needs and scheduling longer-term continuous improvements.

Plan

Microsoft Operations Framework 4.0 Foundation Certification Course

Microsoft Operations Framework (MOF) 4.0 is a best practices framework designed to help IT organizations better serve their customers and users. MOF 4.0 builds off of previous versions and can be implemented independently or with other frameworks, such as ITIL and CobiT. This course covers the foundations of MOF and the IT Service Management Lifecycle.

 

Risk and Health Assessment Program for IT Operations

Provides critical insight into the health of a customer's service management processes and functions to provide the detail behind establishing new or improved IT processes.

Stabilize

Desired Configuration Management Workshop

Learn the concepts behind implementing and maintaining complex system configurations for optimal performance and reduced downtime

Risk and Health Assessment Program for System Center Configuration Manager

An extensive environment review completed by a highly skilled, accredited field engineer. The onsite engineer will also complete hands-on knowledge transfer with your engineering staff, passing on some of the best real-world knowledge. The solution also includes the Risk Assessment and Diagnostic Tool and a results report that details health, risk, key findings and recommendations.

Deploy

Premier Support Implementation Services

A Microsoft engineer will work with you to review your implementation plan, discuss risks and provide onsite or remote support during the deployment of major changes.

 

Service Catalogue Design

Help reduce complexity and the associated risks by providing a service catalog customized to the needs of your unique organization.

Maintain

Proactive Monitoring with Microsoft System Center Operations Manager 2007

In collaboration with your monitoring and Microsoft solution teams, Proactive Monitoring with Operations Manager from Microsoft helps you create Incident matrices, major problem reviews, and structure for a sustained engineering team.

 

If you are interested in finding out more on any of these services speak to either your Technical Account Manager or Services Executive  who will be only too happy to help. 

Thanks for reading

Peter Kendon, Technical Account Manager

Keith Esslemont, Technical Account Manager

Microsoft Premier Support UK.