Special report: Options for Microsoft support - Key findings from the peer roundtable: August 2020
Conclusion: In August 2020, IBRS ran a roundtable on the issue of Microsoft Support service, and specifically options for obtaining services in the most effective manner.
The replacement of Microsoft's traditional Premier Support programs for its Unified Support program is well underway. For many organisations, the new program is a strong fit, offering a wide range of services and unlimited reactive support inquiries for a fee that is directly proportional to their Microsoft software and platform investment.
However, for others, the program is not an ideal or cost-effective fit. During the roundtable, 16 peers shared their stories of how they have approached Microsoft support in the new era and a set of practical recommendations was developed.
About The Advisor
Dr. Joseph Sweeney is an IBRS advisor specialising in the areas of workforce transformation and the future of work, including; workplace strategies, end-user computing, collaboration, workflow and low code development, data-driven strategies, policy, and organisational cultural change. He is the author of IBRS’s Digital Workspaces methodology. Dr Sweeney has a particular focus on Microsoft, Google, AWS, VMWare, and Citrix. He often assists organisations in rationalising their licensing spend while increasing workforce engagement. He is also deeply engaged in the education sector. Joseph was awarded the University of Newcastle Medal in 2007 for his studies in Education, and his doctorate, granted in 2015, was based on research into Australia’s educational ICT policies for student device deployments.