Microsoft 365 Operations Model and Rollout Support – MOL Group
In our previous article, we briefly introduced how we participated in the Microsoft 365 implementation project. You can read it here!
The goal of the collaboration between MOL csoport and Aptim Kft. was to provide expert support for developing the operational foundations of Microsoft 365.
Rollout / Deployment
The implementation had already begun when our assistance was requested to support its continuation. The rollout methodology was based on announcing SCCM task sequences to predefined groups of users. As part of the process, legacy Office clients were removed, while the new Office clients and all required prerequisites were installed.
The deployment schedule was timed for the end of the workday, and users were asked to leave their devices connected to the corporate network. This approach helped eliminate user downtime during the migration process.
Operational Model
Service Map
In parallel with the rollout, we also began preparing the operational model. We assessed how users are created, the logic behind license assignment, and the overall user lifecycle within the IT systems.
We developed the “service map,” which represents the complete set of components and services connected to the Microsoft 365 environment. Each element was assigned a level of importance along with the relevant stakeholders and owners.
Following the publication of the service map, the related services, their business criticality, and the responsible teams became fully transparent and clearly defined.
Incident Management
We developed ITIL-based processes for Microsoft 365 services. Existing workflows were assessed, documented, and optimized. We analyzed the entire process lifecycle — from incident reporting through to resolution — while defining responsibilities, decision points, and communication flows.
At the reporting stage, we examined both user-submitted incidents and automatically generated alerts originating from SCOM monitoring.
We also created a dedicated “major incident” protocol for incidents involving central service outages. This included clearly defining stakeholders, escalation and decision points, as well as communication and notification requirements.
Responsibilities and Ownership Areas
We developed the administrative roles optimized for the operational processes.
For every component and operational task within the service, we developed a so-called RACI matrix (Responsible, Accountable, Consulted, Informed). This provided clear transparency regarding who was responsible for delivering a solution, who performed the actual work, who could be consulted for support, and who needed to be informed about the given topic or activity.
In addition to the above, we also participated in resolving more complex support tickets and in building the knowledge base.
The project was successfully completed on schedule, and as a result, we were invited to support the Windows 10 migration on an international scale. You will soon be able to read more about this in our Projects section.
Request a free consultation, or explore our other Microsoft 365 projects here.
