Plan my service management

This article gives an overview of the requirements that are necessary to deliver and maintain a high-quality Microsoft Teams deployment. You can help ensure a successful deployment by planning for service management and quality during the Envision phase, before your first pilot or production deployment.

Service management for Teams

Service management is a broad topic that covers day-to-day operations of the Microsoft Teams service after it has been deployed and enabled for users. The Teams service encompasses Microsoft Office 365 and the infrastructure components that are deployed on-premises (for example, networking).

The notion of service management is most likely not a new concept for most organizations. You probably have already implemented processes and tasks that are associated with existing services. That said, you can probably augment what you have in place when you plan for service management today to support Microsoft Teams in the future.

Service management encompasses all the activities and processes involved in managing Microsoft Teams end to end. Some components of service management—the infrastructure components that the Office 365 service itself comprises—are Microsoft’s responsibility, whereas the customer is accountable to its users to manage the various aspects of Teams, the network, and endpoints they provide. For a complete discussion of the customer responsibility for Teams service management and how it relates to the key components that underpin the quality of the user experience, see Plan for service management and quality.

Diagram of the three components of quality

Introduction to the Operations Guide

What, Who, and How are three important questions that need to be answered when it comes to service management.

You can use the Operations Guide to help you address all three of these questions. The guide provides a list of activities to be performed on a daily, weekly, monthly, and as-needed basis. These activities and tasks are critical for maintaining a high-quality Teams deployment. Determining who will be responsible for performing specific activities in service management is a critical aspect of your planning that you need to do early in the Envision phase to ensure a successful deployment. After you’ve figured out the tasks and activities, they need to be understood and followed by the groups or individuals that you assign to them. The Operations Guide provides knowledge and guidance for how to perform each of the tasks, and/or references to outside content.

Plan for operational role mapping

Planning for service management early is a critical milestone, because the operations phase begins when the first pilot users are enabled. The project team must review and agree on the tasks and activities required, identify the team that’s responsible for each operational task, and then get a commitment and sign-off from each respective team.

After sign-off is complete, the responsible team must then start operationalizing these roles and responsibilities. This might include training and readiness, updating the staffing model, or ensuring that external partners are ready to deliver.

Mapping operational roles early in the Envision phase enables all teams to start their operational tasks during the pilot and ramp up operations and make sure that everything is ready after the deployment starts.

The Operations Guide provides a list of common tasks mapped to typical roles that should be valid in most scenarios. You need to customize these responsibilities to work for your organization.

Tip

The following is an example of a template to document the result of operational roles mapping exercise that you performed to support this project.

Operational Role Description Team Contact Details
Service Owner Service owner, interface to business divisions, strategy TBA TBA
Audio Conferencing Operations Daily operations, user and device account move/add/change, monitoring TBA TBA
Tenant Admin Change tenant-wide settings, enable new features TBA TBA
Help Desk Interface for users to get support TBA TBA
Network Operations Run LAN, WAN, Wi-Fi, and internet access TBA TBA
Client & Endpoints Team Manage desktop deployments TBA TBA
Identity Operations Manage identity infrastructure (Active Directory, Active Directory Federation Services, Azure AD) TBA TBA
Adoption/Change Management Manage awareness, training, and adoption for the solution TBA TBA
Exchange Operations Manage the Exchange environment TBA TBA
Telephony Operations Manage the SBC's and the phone numbers TBA TBA

The Quality Champion role

A group or individual needs to be accountable for quality in all organizations. This is the most important role in service management. The quality champion is a customer role that's assigned to a person or group who is passionate about their users' experience. This role requires the skills to identify trends in the environment and the sponsorship to work with other teams to drive remediation. The best candidate for the quality champion is typically the customer service owner, who—depending on the organization’s size and complexity—could be any person or group who is passionate about user experience.

The quality champion leverages existing tools and documented processes, such as the Call Quality Dashboard (CQD) and the Quality Experience Review Guide, to monitor user experience, identify quality trends, and drive remediation where needed. The quality champion works with the respective teams to drive remediation actions, reporting to a steering committee on their progress and open issues.

The tasks and activities associated with the role are documented in the Operations Guide. This role should be assigned early in the Envision phase. A key step in operationalizing the role of Quality Champion is gaining the knowledge required for the role and ensuring the prerequisites are in place to deliver on the tasks. A key task for this role is running a regular Quality Experience Review.

Introduction to the Quality Experience Review Guide

The Quality Experience Review Guide has a set of activities that assess and provide remediation guidance in key areas that have the greatest impact for improving user experience, as shown in the figure below.

Illustration of key areas to examine during quality experience review

By continually assessing and remediating the areas described in this document, you can reduce their potential to negatively affect user experience. Most user-experience problems encountered in a deployment can be grouped into the following categories:

  • Incomplete firewall or proxy configuration

  • Poor Wi-Fi coverage

  • Insufficient bandwidth

  • VPN

  • Use of unoptimized or built-in audio devices

  • Problematic subnets or network devices

The guidance provided in the Quality Experience Review Guide focuses on using Call Quality Dashboard (CQD) Online as the primary tool to report and investigate each area described, with a focus on audio to maximize adoption and impact. Any optimizations made to the network to improve the audio experience will also directly translate to improvements in video and desktop sharing.

We highly recommend that you nominate the quality champion early on. After being nominated, they should start to familiarize themselves with the content in the Quality Experience Review Guide.

An icon depicting decision points
Decision points
  • Decide who is accountable for cloud voice operations in your organization.
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Next steps
  • Download the Planning for Service Management full guide.
  • Download the Quality Experience Review guide.
  • Review the Operations Guide in full.
  • Provide all guides to every operations team members to review and be familiar with operations requirements.