Challenges with Microsoft ITSM Incident Management
When it comes to qualifying, prioritizing, and assigning a Microsoft 365 & Microsoft Teams service incident ITSM is mostly left blind. A lack of data makes it difficult for them to know when issues arise, understand them, and know which team needs to address them to remediate services interruption or degradation as fast as they can.
Thanks to its true end to end monitoring service capabilities for Microsoft 365 & Teams, Hortium solves that problem, empowering ITSM to deliver the best possible service management for one of the most expensive cloud applications any company is paying for.

Stay ahead of a Microsoft Service Alert

The ITSM team receives a lot of data and alerts when they deal with on-premises or even cloud applications hosted on Azure or AWS. Sometimes too many, but at least they have what is needed to qualify, prioritize, and assign service incidents to the right team when a problem arises.

For Microsoft 365, it is a little bit different. ITSM must deal with 2 sources of data that usually do not help them mitigate any service interruption or degradation.

When alerts are received from Microsoft Health services, it means the problem belongs to Microsoft. This means the company cannot do much besides warning its users that the problem is under investigation. The problem is that almost 90% of the service issues are not Microsoft-related.  

What data does the ITSM have to remedy those issues? Users’ tickets. Users are generally not a good monitoring tool for a few reasons. Firstly, they usually alert late when they alert (which is the case most of the time). Secondly, when they eventually alert, there is no data to back their claim. Therefore, the service management team is left with almost nothing to understand what is going on.

Microsoft TEAMS
Microsoft 365

Manage your Microsoft Service Incidents to Ensure Service Uptime

Hortium provides the data they need.

By continuously testing the Microsoft services as a user would do from where the users are, Hortium determines in real time what feature has an issue, what is the severity of the issue and which locations are impacted.

It then checks to see if the root cause of a service degradation can be found en route to the Microsoft Global Network and determine automatically where it is and who is responsible for it.

This data is then correlated with the existing monitoring data to determine precisely the root cause of the issue and to create a service incident that provides all the relevant alerts with the detailed information needed to qualify, prioritize and assign the service incident to the right team.

A recurring issue can also be spotted thanks to performance reports overtime that highlight the root cause of the recurring problem for every team involved to be able to continuously improve the service delivered to the business lines.

Through Hortium, you are able to work to improve employee productivity. This actually starts with facilitating a good and stable service experience from anywhere.

The Hortium Solution

Culture and the Modern Workplace

The new term of workplace analytics is just a new and modern way of talking about usage and adoption. This is the first step on the path for service and application compliance. Being able to measure active and enabled users and being able to see service experience provided IT with an initial feel for the presence and growth of the platforms. As an organization matures its ability to leverage workplace analytics, the discussion turns to impact and engagement. The analytics should look at areas of focus like departmental or geographic best practices regarding engagement and how to extend those patterns and insights to other teams using a set of recommended behavioural actions. Where’s the ROI?

In Summary

Current IT forces were never designed to support the continuously changing and expanding scope of devices, flexible business hours and complex co-working structures. An all-encompassing end-to-end (user) management strategy is needed to control the happiness of your end-users, from the device to business applications to the digital workplace. Continued monitoring and predictive analysis help you effortlessly scale up workspaces and update applications without affecting availability.

Measuring workplace analytics for cloud based platforms can be difficult. IT teams need to focus on multiple overlapping platforms and interactions to ensure the cloud service and app environments are delivering a positive experience. The challenge is often compounded by the fact that with apps, IT can sometimes be in a position where they are not directly managing some of these business-critical technologies.

With Hortium IT teams take back some control and gain insight that enables them to develop best practices and understand optimal output behaviours across the enterprise. This allows IT teams the ability to measure across the end to end of workplace analytics from adoption to engagement to effectiveness. Given the latest projection of 75% of organizations worldwide using at least one cloud based app platform by 2023, an investment in Hortium to help optimize your digital workplace ROI seems like a very strategic investment.

Find out how Hortium can help support MS365 and TEAMS

Contact Hortium to deliver a more successful rollout