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Unlocking Productivity Resolving Office 365 Access Challenges for a Large Government Department Use Case

By Anderson Ferreira de Moura posted Wed May 29, 2024 01:34 PM

  

Client Challenge:

The organization faced the challenge of users being unable to access Microsoft Office 365, leading to disruptions in productivity and collaboration. This issue often requires swift and effective resolution to minimize impact on daily operations.

Technical Solution:

IBM has a structured approach to address such challenges, when a client opens a case through our Contact Center or IBM Support Portal, our dedicated Technical Account Manager for Microsoft (TAM) steps in. In up to 30 minutes the TAM reaches out to the client to begin scoping the technical issue.
A remote session is promptly set up to either fix the issue or gather essential data like logs and configuration details. Simultaneously, our SME analyzes this data while engaging with Microsoft's team and ensure that the right prioritization is secured on Microsoft's side (L3 Support) through our Customer Success Account Manager (CSAM) and Incident Manager (IM) dedicated for IBM TLS Support.
The collaboration continues as the IBM TAM aligns with the assigned Microsoft engineer on troubleshooting steps and agrees on the next actions. Depending on the nature of the issue, our teams work together remotely in troubleshooting sessions or offline towards resolution. Throughout this process, our TAM commits to provide regular updates to the client every 30 minutes, ensuring transparency and progress tracking.

Client Benefits:

This approach offers several benefits to our clients:

  • Swift Response: Our rapid response time ensures that issues are addressed promptly, minimizing downtime and impact on operations.
  • Expert Collaboration: By engaging both IBM and Microsoft experts, leveraging diverse skills and knowledge to troubleshoot and resolve issues effectively.
  • Transparency and Communication: Regular updates and clear communication keep clients informed and confident in the resolution process.
  • End-to-End Support: We stay engaged until the proposed solution is confirmed working on the client's side, providing comprehensive support from start to finish.

IBM Technology Lifecycle Services is the essential, mission-critical provider of trusted support and services across infrastructure environments, offering infrastructure support and services for IBM Infrastructure products and leading third-party systems, networking, security, and software.

To learn more about IBM Support for Microsoft access the Solution Brief or visit www.ibm.com/services/software-support

Contact

Anderson Moura

Global Offering Manager, IBM TLS Multivendor Support

afmoura@br.ibm.com


#MultivendorSoftware


#PremiumSupportServices

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