Office 365 Migration
People-Less
Personal Support
Kevin Macnaughton,
Team Leader, IT Services
University of Windsor
[email protected]
Outline
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Background
Process
Project Planning
Project Principles
Why “People-Less?”
Migration Schedule
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Migration Process
Support Model (Pre)
Support Model (Post)
Realities
Lessons Learned
Questions
Background
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Students to Google Apps in 2012
Staff to Office 365 in 2015
Project completed early, on-budget
Used new remote support model
Process
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Staff to O365 by management decision
Migration vendor chosen by RFP
Multi-event migration
Did roadshows to build support
Project Principles
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Migration is mandatory for all
Mail, calendar, contacts only (phase 1)
Minimize face-to-face contact
Communication/training to be digital only
Move toward universal (platformindependent) interfaces
Why “People-Less?”
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Multiple major changes coming
Email functions not changing
Encourage self-training, self-service
Reduce number of events to schedule
Migration Schedule
• 15 weekly “Migration Events”
– Early adopters group to test process
• Heads chose event for their department
• Target was 200-300 users/week
• Retirees migrated separately (OWA only)
Migration Process
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Install Outlook+Lync on primary PC
Mailbox prep (user action)
Cutover (Friday), migrate over weekend
Archives migrated later (starting Tuesday)
Support Model (Pre-Migration)
• All user communication digital
– Sent to targeted groups at specific times
• Users had to do prep work (click buttons)
• Users self-train using curated Lynda.com video
collections
Support (Post-Migration) (1)
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Telephone hotline for migration issues
Hotline will be answered
Client will be handed to a live person
Team member will use remote support to
address issues
Support (Post-Migration) (2)
• 2nd level person will own call for lifetime
– Single point of contact (ITIL)
• Team of 8-10 waiting for calls (M-T)
• Used IM status to indicate availability
• Every team member expected to take calls
Support (Post-Migration) (3)
• Setup alerts from Ticketing system
– Voicemail assigned to O365 Migration queue
– Pop-up to team until call Acknowledged
• Also had dedicated O365 migration email
• Every team member expected to take tickets
and emails, but set aside if call comes
Realities (1)
• Model was a success
– Customer feed back positive
– Support team generally stepped up
• Continual improvement first 4 weeks
– Sorted new issue each week
– Improved documentation, processes
– Weekly review with support team
Realities (2)
• Face-to-face contact
• ServiceDesk contact
• Hotspots on couple team members
Realities (3)
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Missed pre-installs of Outlook
Many users did not click buttons
Focus on Outlook
Outlook for Mac
Meetings and room bookings too different
Mobile app issues
Lessons Learned (1)
• Successful project
• Vendor performed, but…
• Pressure on support team
• Proved dept-by-dept & support models
• Raised the bar for project support
Lessons Learned (2)
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People-less not completely achieved
Early adopters not enough
Opportunity to transform missed
Failure to unify Office versions
Thanks
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Bodek Frak
Craig Brown
Sylvia Verhaegen-Tingle
Adrian Dobos
Arpa Smith
Kelvin Hwang
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Paul Fraser
Paul Grzeszczak
Peter Steeves
Ramona Codreanu
Viren Parasram
SD Staff and Students
Questions?
Stats (1)
• Around 5600 objects migrated
– 2883 user mailboxes
– 474 shared mailboxes
– 164 rooms and resources
– 381 groups
– 6 shared address books
– 1694 archives
Stats (2)
• Migration Support
– 1353 tickets associated to O365 Migration
– 1311 opened during migration events
– 885 handled by dedicated Support Team
– 587 handled by email admins
– 468 handled by ServiceDesk
Stats (3)
• Lynda.com Training
– About 280 users total
– 77 during early adopter period
– 203 during velocity migrations
– 233 used curated segments
• Pre-migration training
– About 10% attended