SharePoint Support Policy

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					SharePoint Support Policy
Contained within this document is an outline for how the organization intends to support SharePoint on
an ongoing basis.

Support Escalation Process for End Users
In our organization no one group is wholly responsible for SharePoint support.

When you have an issue or request follow the escalation process below to help ensure you get the
fastest and best response possible.

    1. First take a look over our learning libraries and training material. Frequent questions, requests
       and issues are also outlined with their responses and resolutions here.

    2. If as a user you aren’t able to resolve the issue or deal with the request yourself the next step
       would be to see if anyone in your team or department might know how to resolve/deal with
       your request.

        In fact someone in your department or team might very well be a Site Owner or Site
        Administrator and may have taken part in SharePoint training that could help.

    3. Sometimes the issue is too difficult to deal with and it requires greater SharePoint expertise. If
       this is the case please submit your request to the Help Desk (or Service Desk) and make certain
       to include as much information as possible including screenshots, video captures of your screen,
       the date and time any issue was encountered, and the steps you took.

    4. The Help Desk (or service desk) will evaluate your request and determine the best way to
       resolve the issue. Often the Help Desk will categorize and determine whether your issue or
       request relates to security, the client/server environment or SharePoint ensuring you have the
       expertise necessary to get a prompt and effective resolution.

    5. For those rare situations when our internal teams cannot resolve an issue we will reach out to
       our external partners, vendors and consultants to get the appropriate resolution as fast as
       possible.

Simplified Support Diagram
What follows is a simplified diagram that outlines the levels of support in our organization.
                                               Tactical Support Team


                                                    Service Desk


                                                Site Administrators


                                                     End Users


                                          Learning Libraries/Online/Help




Complex Support Flow Diagram (Example)
What follows a more advanced diagram outlining a possible flow for support.
            Tier 1                                                  End Users




            Tier 2                                                 Site Owner




            Tier 3                                                Site Collection
                                                                  Administrator




            Tier 4                                                  Help Desk




            Tier 5                  Security       Environment
                                                                   SharePoint
                                                                  Administrator
                                                                                    SharePoint
                                                                                    Developer
                                                                                                   SharePoint
                                                                                                    Architect




    Consultants, Microsoft                          Third Party                     Consultative
                                                     Support                          Support
        and Vendors


While we have outlined a very general Support policy from an end user approach there is a bit more
complexity at certain layers.

Help Desk/Service Desk Level
There are typically two approaches for this level depending on the size of the organization.

The first approach is one where the Help Desk acts as a categorization, validation, and coordination
layer. This means that as requests come in Help Desk is trained to categorize the request so that the
SharePoint teams are alerted and able to respond appropriately.

An alternative to the first approach might be where Help Desk staff also train in SharePoint issue
resolution. Not only can they catalog and categorize requests but they are also able to resolve many of
the simple or more common SharePoint end user requests.

What follows is a brief table outlining a possible breakdown for how you might map out the
responsibilities, capabilities and metrics for this group (using the latter example).

        Description                        Responsibilities                         Key Metrics

These individuals typically   Increases site collection quotas.            Average Time To Resolution
have SharePoint Products
and Technology                 Changes site collection ownership.      # of Tickets open
experience. Often they
                               Takes all requests and escalations      # of Tickets closed
receive advanced training
                               referred from the forums.
before they can assist end                                             % of Tickets closed within SLA
users.                         Creates and manages the FAQ/end-        (72 hrs service level agreement
                               user knowledge base.                    for example)
It is important for them to
have an in-depth               Maintains and supports end-user         # of Tickets closed beyond SLA
understanding of site          training materials.
                                                                       % of Tickets closed - User
settings and list settings.    Is aware and often involved in          Response Dissatisfied
In order for this group to     planned downtime activities.
                                                                       % of Tickets closed - Satisfied
appropriately support the      Meets with the Tier 2 team to ask
business they will require                                             % of Tickets closed - Highly
                               questions and share knowledge.
read access across the                                                 Satisfied
environment that they          Facilitates site creation.
                                                                       # and % of Tickets escalated
support. Often this is         Resolves site lockout.
provided through Web
application policies.          Access and permissions related
                               troubleshooting.
This group should not have
access to Central              Account management and
Administration.                password resets.



SharePoint Administrator Level
While the hardware and network are provided by other infrastructure teams, the Tactical Operations
team ultimately owns the SharePoint environment. They are responsible for outages and isolating
systemic issues. They take client escalations which relate to server issues including, but not limited to
performance, site or service outages, restores, and server errors.

        Description                       Responsibilities                        Key Metrics

Exclusive SharePoint Server    Installation                            Uptime %
access to production (not
                               Upgrade                                 Planned downtime utilized
including Datacenter
resources and backup           Maintenance: hotfixes, service          New Web Applications added
operations).                   packs
                                                                       Number of Databases added
Use Central Administration     Backup/restore – using Recovery
                                                                       Backup SLA (# of failed
and PowerShell.                Manager to recover items, but
                                                                       backups)
                               another Tier 2 Operations Backup
Resolve any issues that                                                Time to Restore
                               team does the Server backups (SQL
require access to the farm
                               Server team does the SQL Server         List of Operational Projects in
through Terminal Server or
                               backups)                                Process
other means.
                               Disaster recovery solutions - may be
                               another farm or virtual solution
                               Optional - Cluster and Load
                              Balancing Support
                              Security and Authorization (DC
                              support/Firewalls)
                              SQL Server Support and
                              Maintenance (This ultimately may
                              be outsourced to SQL Server team)
                              Database Consistency and
                              Maintenance
                                      Database Backup
                                      Database Index
                                      Maintenance
                                      Defrag
                                      Disk Growth management
                                      Disk IO monitoring
                              Disk Management
                              Virtualization Support (may
                              ultimately may be outsourced to
                              another team)
                              Dev environment support
                              Test environment support
                              Staging or Pre-Production
                              Deployment of solutions and
                              features (Requires a SharePoint
                              solutions file with a file type of
                              .WSP)

SharePoint Architect
SharePoint Architect/Engineering Team with extensive SharePoint Products and Technologies
experience, including those involved in the design and architecture of the system, provide Tier 3
support. This level of support is expected to comprise approximately 1% of systemic support calls.

        Description                      Responsibilities                       Key Metrics

Exclusive SharePoint          Planning for high availability         # of current systemic issues
Server access to production                                          # of Site Collections Managed
                              Upgrade validation and steps
(not including Datacenter
resources and backup          Storage management                     TB of Storage Managed
operations).                                                         Numbers of Servers Managed
                              Performance management over time
Use Central Administration                                           Growth per month
                              Risk management
and Power Shell.
                                                                     Departmental Applications
Resolve issues that require
access to the farm, through   Oversight on change management         Onboarded
Terminal Server or other                                             Unique Users
                              ITIL and MOF implementation
means.
                              (Change Management processes)          Number of New Users Added
                              with the PMO (Project Management
                              Office) team
                              Database management plans and
                              optimization techniques
                              Establishes Operations processes
                              and best practices
                              Manages Cluster solutions
                              Virtualization and imaging solutions
                              and testing (may be outsourced)
                              Reviewing usage reports and
                              making recommendations for scale
                              up / scale out
                              Firewall and security management
                              reviews
                              Optimization plans and techniques
                              Meeting with the dev teams to
                              ensure best practices
                              Investigating list scale, database
                              scale, and site and site collection
                              scale issues, and providing
                              guidance and best practices




How is support categorized and cataloged?
There are a number of ways in which we categorize SharePoint support issues and requests as they
come in to the Service Desk. The primary categories we use can be found below:

       SharePoint Request
            o Permission Denied
                    Login Prompting
                    Page With Explanation
            o Could Not Find Information
            o SharePoint Server Error
            o How To/How Do I
       Related Application Request
            o Word 2010 Error
           o   Excel 2010 Error
           o   InfoPath 2010 Error
           o   Access 2010 Error
           o   Project 2010 Error
           o   Visio 2010 Error
           o   PowerPoint 2010 Error
           o   Outlook 2010 Error
           o   SharePoint Workspace Error
           o   SharePoint Designer 2010 Error
           o   Internet Explorer Error



Available Support Resources
Within our organization there are quite a few support resources available to employees. What follows is
an outline and listing of these support resources and where appropriate how to get access to them.

      Books and Manuals
      Web Based
            MSDN
            TechNet
            Blogs
            Forums
            Microsoft Help and How To
            Productivity Hub
            I Use SharePoint
            SharePoint Glossary
      Cheat Sheets/Job Aids
      One on One
      Classroom Training

				
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