This session dives into how the rollout of Office 365 impacted a large organization with centers around the US and how this impacted current web based applications and migrations. Due to the fast-paced nature of the environment, a "quick start" model needed to be implemented to support the ad hoc collaboration needs of employees around the country and the organizations that they support. Presentation Milestones • How the Office 365 Self-Service Support Model reduced SharePoint trouble tickets for a nationwide help desk • Tips on changing perceptions for an Organization that Had a "Bad" Experience with SharePoint • Building a support model to clearly outline the key differences OneDrive, SharePoint Online to speed up implementation and support • How I built in-house certification programs for End Users and Power Users Learning Milestones • At least 5 new implementation guidelines for your SharePoint on-premises or SharePoint Online instance • Answers to training, architecture, and best practices regarding Office 365 • Key documentation strategies that have lead to success with the End User community

1. sharepoint-careers.com
admin@sharepoint-careers.com
How to Create an
Office 365
Self-Service Model
SHADEED ELEAZER

2. THE MISSION
RAISE
$100,000FOR BALTIMORE CITY SCHOOLS
IN 2016
How?
Adopt classrooms in underfunded schools
Upgrade technology learning resources
Why?
Digital Illiteracy is the new form of handicap
in the 21st century

3. CAMPAIGNS
ALL CAMPAIGNS
FROM THE FOLLOWING WILL BE
FUNNELEDINTO ADOPTING CLASSROOMS
Resume
Writing
Workshops
Job Fairs Consulting

4. WHAT IS IT?
We match
SharePoint talent
with top notch
recruiters
Recruiters are
hand-selected based on
track record and
personality
SharePoint Careers is a
professional
development
network

5. HOW IT WORKS?
Create a profile1
Upload up to 5 current resumes2
Contact admin@sharepoint-careers.com
for support3

6. PROFESSIONAL SERVICES
 Public Speaking
 Leadership
COACHING
 Resume Writing
CONSULTING
 Recruiter Training
RECRUITING

7. WHAT WE’LL COVER
 Why creating processes around support makes sense
 How a support models were built to outline the key differences OneDrive, SharePoint Online to speed up
implementation and support
 How the support model intertwines within IT
 Ideas for In-house certification programs for End Users and Power Users

8. BENEFITS OF THIS SESSION
 Ideas and implementation guidelines for SharePoint (on-prem or SharePoint Online)
 Answer your IT Support process questions
 Gain new answers for documentation
 How the support model intertwines within IT
 Ideas for In-house certification programs for End Users and Power Users

9. WHY DEFINE SUPPORT WITH
OFFICE 365/SHAREPOINT ONLINE?
 Serves as a Change Management vehicle
 Serves as a Record of Changes
 Enables the creation of a solid Knowledge Base
 Strengthens documentation, FAQ

10. THE COMPANY
 Research Institute
 Centers located throughout the United States
 Large teleworking employee base
 Local IT Staff

11. THE TEAM
 Small team of Engineers
 Limited SharePoint Online experience
 Responsible for cutover to Office 365

12. THE USER COMMUNITY
 Low-tech
 Legacy systems that “just work”
 Fast paced, “just do it” implementations
 Quick deployment, multiple revisions

13. THE SELF SERVICE MODEL PROCESS
 Submit Request Intake Form
 Schedule meeting to gather requirements
 Determine which platform is suitable for delivery
 Provide baseline of hours and estimated time of delivery
 Deliver Version 1.0 release which includes walkthrough and User Acceptance Testing

14. INTAKE FORM

15. STATUS DASHBOARD
 Secure Dashboard for Center Directors and Content Managers
 Project timelines
 Feature enhancements schedule (Version 1.1, 2.1, 3.2)

16. SCHEDULE MEETING
 Key Information:
 Timeline for Delivery
 General requirements and site purposes
 Custom Development requests
 Security and Permissions
 Determining which platform…

17. ONEDRIVE VS. SHAREPOINT
 HUGE confusion between platform
 Dropbox vs. OneDrive internal debate
 When to use What?
 What we’ve decided

18. ONEDRIVE FOR BUSINESS VS. DROPBOX
 Dropbox has heavy adoption
 OneDrive is “confusing”
 Key features for OneDrive
 Dropbox to OneDrive migration

19. ESTIMATES
 The game changer
 V 1.0 Delivery
 Site creation
 Permissions and Security
 Branding
 Baseline of hours
 What can be done in 4 hours?
 What can be done in 8 hours?

20. BRANDING

21. TRAINING AND SUPPORT
 Desktop sharing via Lync to walkthrough site
 Provides huge clarity and delivers hands-on understanding
Types of Training Delivery
Lunch and Learn Webinar
IT Processes
SharePoint Online

22. TRAINING (ADVANCED)
 Certified Site Coordinator
 “Boots on the ground”
 Coordinates upgrades and tech refreshes
 Manages multiple projects at each center
 Certified Content Manager
 Manages content within the site

23. THANK YOU!
 Questions on the Process?
 admin@sharepoint-careers.com for career related questions on the Office 365 platform
 To contact Shadeed Eleazer directly, email mrshadeed@sharepoint-careers.com