開發支援計劃Develop a support plan

具有 Intune 支援計劃,可協助您更有效地找出並解決 Intune 相關問題。Having an Intune support plan can help you identify and resolve Intune related issues more effectively. 接著,可改善使用者的整體 Intune 體驗。This, in turn, improves your users' overall Intune experience. 以下是您在開發 Intune 支援計劃時要考量的幾個問題:Here are some questions to consider as you develop your Intune support plan:

  • 哪些小組負責提供 Intune 支援?Which teams will be responsible for providing Intune support?

  • 提供 Intune 支援時要使用哪個程序?What process will be used to provide Intune support?

  • 您打算如何提供 Intune 支援訓練?How you plan to provide Intune support training?

  • 支援小組參與 Intune 部署程序初期的機率為何?What are the opportunities to involve the support team early in the Intune deployment process?

現在,我們來檢閱每個領域的詳細資訊。Let’s review each area in more detail.

哪一個小組負責提供支援?Which teams are responsible for providing support?

組織可能有不同的支援階層或層級 (1-3)。Organizations may have different tiers or levels (1-3) of support. 例如,第 1 層和第 2 層可能屬於支援小組,而第 3 層則包括負責 Intune 部署的 MDM 小組成員。For example, tier 1 and 2 may be part of the support team, and tier 3 include members of the MDM team responsible for the deployment of Intune.

一般來說,第 1 層是指第一層級的支援,且通常是使用者要求支援時會連絡的第一個層級。Tier 1 is normally the first level of support and typically the first tier to be contacted by the user for support requests. 如果第 1 層無法解決終端使用者的問題,他們會將它提升至第 2 層。If tier 1 is unable to resolve the end user’s issue, they escalate it to tier 2. 第 2 層視需要提報給第 3 層。Tier 2 escalates it to tier 3 if needed. 此外,您可將 Microsoft 支援服務視為第 4 層。In addition, Microsoft support may be considered as tier 4.

深入了解 Intune 支援Learn more about Intune support.

支援程序為何?What is the support process?

在初始生產推出階段中,您可能需要所有三個階層參與多方會議或 Skype 會議。For the initial production rollout phases, you could have all three tiers participating in a bridge or Skype call. 以下是組織可以如何實作 IT 支援或技術服務人員工作流程的其中一個範例:Here’s one example of how an organization could implement their IT support or helpdesk work-flows:

  1. 終端使用者針對註冊問題連絡第 1 層 IT 支援或技術服務人員。End-user contacts IT support or helpdesk tier 1 with an enrollment issue.

  2. 第 1 層 IT 支援或技術服務人員無法判斷根本原因,並呈報給第 2 層。IT support or helpdesk tier 1 is unable to determine the root cause and escalates to tier 2.

  3. 第 2 層 IT 支援或技術服務人員經過調查仍無法解決問題,因此呈報給第 3 層,同時提供可協助調查的其他資訊。IT support or helpdesk tier 2 investigates, but is unable to resolve the issue and escalates to tier 3, providing additional information to assist with the investigation.

  4. 第 3 層 IT 支援或技術服務人員會進一步調查,判斷根本原因,並與第 2 層和第 1 層人員溝通解決方法。IT support or helpdesk tier 3 investigates further, determines the root cause, and communicates the resolution to tier 2 and 1.

  5. 接著,第 1 層 IT 支援/技術服務人員會連絡客戶並解決問題。IT support/helpdesk tier 1 then contacts the customer and resolves their issue.

這種方法可以帶來許多優點 (尤其在 Intune 推出初期階段時),包括:This type of approach, especially in early stages of the Intune rollout, adds many benefits, including:

  • 可協助技術學習和經驗累積。Assisting in technology learning and ramp up.

  • 快速識別問題及解決方法。Quickly identifying issues and resolution.

  • 整體提升使用者的體驗。Improving the overall user experience.

您打算如何提供 Intune 支援訓練?How you plan to provide Intune support training?

請務必為您的 IT 支援或技術服務人員提供 Intune 技術訓練,以確保訓練與適當層級相符,並適用於特定支援層級與其職責。It’s important to provide Intune technical training for your IT support or helpdesk staff so that the training is at an appropriate level and applies to the specific support tier and their responsibilities. 您可讓 Intune MDM 小組為支援負責人進行這項訓練 (以培訓講師),然後由負責人對其支援小組成員進行這項訓練。You could have the Intune MDM team conduct this training to the support leads (training the trainer), then have the leads provide this training to their support team members. 這項訓練通常需要 2-3 個小時,其中包含理論課程和實驗室課程。This training can typically be provided in 2-3 hours, and it includes lecture and labs.

Intune 支援訓練的議程範例如下。An example of an Intune support training agenda is provided below.

  • Intune 支援計劃檢閱Intune support plan review

  • Intune 概觀Intune overview

  • 針對常見問題進行疑難排解Troubleshooting common issues

  • 工具和資源Tools and resources

  • 問答集Q & A

Intune 文件提供 Intune 概觀、詳細的功能描述,以及一些疑難排解的資訊。The Intune documentation provides an Intune overview, detailed feature descriptions, and some troubleshooting information. Intune 論壇是社群資源,適合 Intune 文件未涵蓋的問題和主題。The Intune forum is a community-based resource for questions and topics not covered in the Intune documentation.

支援小組參與初期階段的機率為何?What opportunities are there to involve the support team earlier?

在 Intune 部署規劃和試驗的初期階段,就讓 IT 支援/技術服務人員參與,可以改善您的 Intune 部署與終端使用者採用。Involving your IT support/helpdesk staff in early stages of Intune deployment planning and pilot efforts can improve your Intune deployment and end-user adoption. 早期參與讓您的支援人員能從一開始就接觸 Intune 並獲得珍貴體驗。Early involvement provides your support staff with exposure to Intune and valuable experience from the beginning. IT 支援/技術服務人員可藉此進行準備,以支援組織的完整生產推出。This helps prepare your IT support/helpdesk staff for supporting the organization's full production rollout.

後續步驟Next step

下一節提供設計 Intune 的指引。The next section provides guidance on designing Intune.