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00:09:00 - Overview of Microsoft’s customer engagement and support evolution, including Unified Support and CSP transition
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Classroom Contents
The Future of Partner Support - Customer + Partner + Microsoft - PBRK422
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- 1 0:00 - Transition from MPN to new Solution Partner designations aligned with solution areas
- 2 00:07:02 - Drawing parallels between past cloud transformation and current new frontier
- 3 00:09:00 - Overview of Microsoft’s customer engagement and support evolution, including Unified Support and CSP transition
- 4 00:10:28 - Emphasis on Partner Support and Opportunity to Overhaul CSP Model
- 5 00:22:06 - Introduction of API bonding for unified ticketing between partner and Microsoft systems
- 6 00:25:37 - Framework for achieving Support Services Designation—capability, scale, and quality
- 7 00:26:44 - Impact and early success metrics from Support Services Designation rollout
- 8 00:33:30 - Encouraging certifications and incentivizing employee upskilling for enhanced expertise
- 9 00:39:17 - Building mature support operations with ITSM processes and continuous improvement
