Spark the future.

May 4 – 8, 2015Chicago, IL

Managing Change in Office 365 Rapid Release World Andy O’Donald, Sr. Product Marketing ManagerRajmohan Rajagopalan, Principal PM ManagerMufaddal Pratapgarhwala, Program Manager

BRK2121

Change is hard Journey so far Evolving First Release Communications & Toolkit Your role in change

Agenda

Service Management Framework

OPERATERun State

EMPOWEREDIT, Admins, and PartnersENGAGEDProductive Users

EXCELLENTService Experiences

DEPLOY

Change Managemen

t

Service Health & Incidents

Maintenance

Performance & Monitoring

Support

Usage & Adoption

Extensibility &

Development

OPTIMIZEProductivity &

Efficiency

Change is hard

“No man ever steps in the same river twice, for it’s not the same river and he’s not the same man.” —Heraclitus

Transitioning to an evergreen service

18-36 month releasescan be daunting…Continuous updates make the transition easier.

??!:) Impact

Impact

Notification

HeavyImpact

Skipped Update

Hands-on, manual

Issues can be fixed by a few people

On-premises as the base

Atomically automated, human orchestrated

Issues often span areas, teams, individuals

Tweak architecture to match usage

Machine orchestrated

Dev == Ops, everyone fixes

Architecture is forward-looking

100K – 1M+

~250+

Every year

1M – 10M+

~2000+

5-6x a year

100M – 1B+

~100,000+

Every week

GLOBAL SCALECOUNTRY SCALECITY SCALE

What does scale mean?

Deploying changes at scale

Our surface area is too big/partitioned to manage traditionally

Service management is largely done via our Datacenter Service Fabric

Service change management process

LISTEN

Signal vs. noise

Feedback

Measure and improve

PLAN

Capture

Classify

Discuss

DEPLOY

Rings

First release

Telemetry

COMMUNICATE

Policy

Playbook

Resources

LISTEN

Signal vs. noise

Feedback

Measure

PLAN

Capture

Classify

Discuss

DEPLOY

Rings

First release

Telemetry

COMMUNICATE

Policy

Playbook

Resources

LISTEN

Signal vs. noise

Feedback

Measure

PLAN

Capture

Classify

Discuss

DEPLOY

Rings

First release

Telemetry

COMMUNICATE

Policy

Playbook

Resources

LISTEN

Signal vs. noise

Feedback

Measure

PLAN

Capture

Classify

Discuss

DEPLOY

Rings

First release

Telemetry

COMMUNICATE

Policy

Playbook

Resources

Service change management processExchange Online

Skype for Business Online

Office 365ProPlus

SharePointOnline

LISTEN

Signal vs. noise

Feedback

Measure

PLAN

Capture

Classify

Discuss

DEPLOY

Rings

First release

Telemetry

COMMUNICATE

Policy

Playbook

Resources

Service change management process

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

ListenSignal vs. noiseFeedback

Measure

Plan

Capture

Classify

Discuss

Deploy

Rings

First release

Telemetry

Communicate

Policy

Playbook

Resources

Journey so far

FIRST RELEASE

June 2014

Journey so far

OFFICE ROADMAP

June 2014

MESSAGE CENTERApril 2014

ROADMAP IMPROVEMENT

SJanuary 2015

ADMIN APP 2.0March 2015

MESSAGE CENTER POSTS

ROADMAP FEATURE ITEMS

FIRST RELEASE CUSTOMERS

Some numbers

~10% of Office 365

300+

200+

Features we’ve released through First Release

APP LAUNCHER DELVE O365 VIDEO

GROUPS DE-CLUTTER

…

What we’ve heard from you• More changes part of First Release• More granular controls for First Release• Enjoy providing feedback & being part of the

feature iteration process• More timely & relevant communications• More visibility into what changes are coming

Evolving First Release

Opt-in feature, available to most customers

Existing tenant

Fully supported, SLA backed features

A group of users gets early access to service updates about a week before they roll-out to the rest of the organization

Two release options— Standard & First Release (Entire organization or Select people)

Most changes and features: Select People applies

only to Office 365 navigation bar, Office 365 Admin Center, & Exchange Online

Office 365 ProPlus Preview available for First Release today

Office Sway for Business

Select people to preview updates so that you can prepare your organization

First Release: Evolving based on your feedbackHow does this help you?

What stays the same?

Demo

Mufaddal Pratapgarhwala

Office 365 First Release

First Release: Types of changes

FAST ITERATION

Based on customer usage and feedback, the timeline will vary.

OFFICE 365 EXPERIENCES

Same as what has gone through First Release to date

Groups Delve App launcher Clutter

SERVICE UPDATES

Bug fixes Performance improvements Security patches Small visible changes Admin and Policy changes

FAST ROLL-OUT

Office 365 targets 7 day roll-out saturation

NOTE: Service updates are Exchange Online only at this point Security updates are exempt from First Release Datacenter fabric changes (i.e. IP Range changes) are not part of First Release

RING 1 RING 2 RING 3RING 0 RING 4 WORLDWIDEONCE VALIDATED BY FIRST RELEASE RING

FEATURE TEAMS OFFICE 365 TEAM MICROSOFT FIRST RELEASEONCE VALIDATED BY MICROSOFT RING

Rings of validation for changes

Feedback options

ADMIN FEEDBACK TOOL

Key use scenarios:specific changes & their impactcommunication (Message Center comments)

GENERAL CHANGE MANAGEMENT FEEDBACK

Yammer networkaka.mvs/Office365Network

Demo

Mufaddal Pratapgarhwala

Communications and Toolkit

Office 365 Service Management Toolkit

Visit the

Office 365

Roadmap to

see upcoming

features and

releases

roadmap.office.com

Visit the Office

Blog to learn

more about

Office 365

announcement

s and news

blogs.office.com

Stay ahead

of change

with the

Office 365

Message

Center

Monitor the

Service Health

Dashboard

for information

about service

health

Keep

current

on the go

with the

Office 365

Admin app

Have more

questions?

Join the

Yammer

Office 365

Network

aka.mvs/

Office365Network

Roadmap.office.com 2.0 improvementsFEEDBACK-BASED IMPROVEMENTS

Tagging items as “First Release”

Page specific search

Mobile optimized experience

Simple social sharing options

Individual item-level links

Additional content links for specific content on deploy.office.com and success.office.com when applicable

Office 365 Blog

Message CenterMessage Center provides:Targeted communicationsRelevant to your environment3 types of communicationsA single locationWHO’S THE TARGET AUDIENCE?

WHY SHOULD I USE MESSAGE CENTER

c

In-product notification of important changes and new features coming to Office 365

Provides details on changes and highlights required admin actions

Authoritative information and what options or actions can be taken

Administrators

IT Communication teams

Help desk

AOBO Partners

Service change communicationsStay informedFirst release features (Groups, Clutter, Delve, Office 365 video)App launcherSkype for BusinessTrust Center: data map

Plan for changeSPO Team site upgradesAPI changeDeprecations: People View, My TasksSystem requirement change

Prevent/Fix issueMessages backing up in transport queueCertificates expiringFederation impacting change (ADAL)

Service IncidentsService incidentsPlanned maintenance

Message Center At availability

Message CenterMinimum 30 days (when action is required)

Message Center

Service Health Dashboard 15 minutes

PRIMARY CHANNEL TIMEFRAME

Pla

nn

ed

At detection

Unpla

nn

ed

Stay up to date — Office 365 Admin App 2.0

Message center Support ticket status Management users

capability Service health details Notifications for service

health targeted for summer

WHAT’S NEW?

Office 365 Service Communication API v2.0 API Provides:

Health information for all Office 365 servicesReal time health status

Historical health status

Message Center communications

WHO’S THE TARGET AUDIENCE?

WHY SHOULD I USE THIS API?

ISVs and reseller partners

In-house development teams

AOBO Partners, IT pros, and CTOs

Service Communicatio

ns API

Simplify Office 365 monitoring and improve visibilityReal time and historical service status

Communications for service incidents, planned maintenance, and message center

Extend the ecosystem around service communication Create applications and integrate with service management panels

Part of the Office 365 Management APIs

c

Your role in change

Change Management Roles & Responsibilities

During a change

After a change

Before a change

Before a change

Before a change

During a change

After a change

Before a change

YOUR ROLE

Understand what to expect for changes and communications

Read Message Center, Roadmap.office.com, blogs.office.com frequently

Sign up for First Release Select people in your production tenant and include your IT team and power users from your organization

Review internal change management process and focus on agility and reducing duplicating work such as creating your own help content.

Understand the Office 365 system requirements and check compliance

MICROSOFT’S ROLE

Set customer expectations for service changes

Provide notice 30 days in advance for any change requiring administrator action

Publish majority of new features and updates on roadmap.office.com

During a change

During a changeDuring a

change

After a change

Before a change

MICROSOFT’S ROLE

Roll change out to First Release customers

Monitor telemetry and support escalations for any unexpected issues

YOUR ROLE

Check Message Center and review the additional information link

Take action required (if applicable)

Update any user and help desk content

If a break/fix scenario is experienced, create a Support Request

After a change

After a change

During a change

After a change

Before a change

YOUR ROLE

Work with the customer to adopt the change (Office 365 Success Center)

Review change management processes and bottlenecks for opportunities to streamline, and use more MS resources

Provide general feedback in Yammer and specific feedback in the admin feedback tool

MICROSOFT’S ROLE

Use our listening mechanisms to improve the change

Listen to feedback from Yammer & admin feedback tool

Update roadmap.office.com statuses and add new features

Be a change ambassador!

Q&A

Join the conversation!Share tips and best

practices with other Office 365 expertshttp://aka.ms/

office365network

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Appendix

System Requirements

Any Office client in mainstream support

Web browser

Office client

Older clients

Current and previous version of Internet Explorer and Firefox

Current versions of Chrome and Safari

Office 365 won’t deliberately block connections Existing features may operate differently and not work over time

New features may not be available Office 365 will only offer security fixes. No code fixes.