Top 5 SharePoint Service Desk Incidents after a Migration to Office 365

I just finished migrating a client to Office 365. The change was right out of an ITIL manual. We designed the service to include not only the applications that would be rolled out, but trained the service desk on what to expect when users call in to ask questions or to report an incident. According to ITIL, the service desk is responsible for getting that end user back up and working as quickly as possible. Here are the top 5 themes that a service desk will see after an Office 365 Migration.

1. How do I access my Email?

Once Outlook is migrated to the cloud, there tends to be some initial concern as to where emails are being securely stored. Users will ask, “Where is my PST file, my personal folders, and from where is this data now being accessed?” Also when organizations migrate ‘ email files from an Exchange server to Office 365, there are occasionally issues transferring all emails and email accounts successfully from one system to another especially if the accounts, including contact info and distribution groups, were not properly administered or updated in Active Directory beforehand. Post migration email complications also arise when new accounts are improperly configured (i.e. outbound email domains or spam filtering not properly set up) or, if users lose calendar sharing capabilities, it’s often the direct result of staggered migrations between those who’ve made the switch and those who haven’t. Exchange Online has the same features as an on premise Exchange server, the differences are in the configuration.

2. Understanding SharePoint

Included with the Office 365 is Microsoft’s SharePoint, a collaborative tool, which is much more seamless in the latest release. Whereas before people shared folders over the network, in SharePoint with Office 365 they’re sharing information in the cloud. One advantage is remote or in transit employees working from a laptop or handheld device over a Wi-Fi connection automatically receive the latest versions of each application as well as updated file access so they no longer have to drag and drop information to sync or share information with others. The only down side from a user support standpoint is that, at least initially, users will flood the service desk with calls declaring they can no longer obtain access to a file and edit it in a SharePoint site collection like they could when it was hosted on their organization’s internal network. Often this is the result of a SharePoint administrator not establishing appropriate permissions and access groups for the approved users until after Office 365 is launched.

3. Storage Capacity and Location

Thanks to Microsoft’s OneDrive for Business, a file hosting service that automatically syncs and backs up all of the end users’ data in the cloud, they no longer have to manually drag and drop their files or save data to their PC or mobile device’s local storage. End users who aren’t aware of this feature may be prone to store everything locally which can be wasteful in terms of time spent and storage space used. By contrast, end users moving their Outlook data to the cloud need to be wary of migrating the last decade’s worth of emails. Although the cloud itself has a seemingly infinite storage capacity, iit depends on the subscription for the amount of space for your mailbox.

4. What is Teams?

Office 365 has an answer to Slack. It is called teams. Teams is integrated to all the services in Office 365. It can access SharePoint documents, Contacts in Outlook, and provide a place for team members to update different channels with work that is getting done. A new concept for most enterprise employees, but one understood, can increase productivity. Teams is a desk top application and can be accessed as a web service.

5. When do I use what?

Office 365 allows users with permissions to create content and services when needed to get work done. Teams Channels, Outlook groups, SharePoint sites, Exchange mailboxes, and other services. It can get scary how many ways a document can be stored. Train Service Desk employees to help end users discover the tool that best fits their scenario. One caution, sometimes it can be hard to transfer from one tool to another.

A good service desk will help make a change to Office 365 successful. Brad Holt trains SharePoint Service Desks.  Get the Office 365 Edge here.

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