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Explore Microsoft's evolution of partner support through this 45-minute conference session from Microsoft Ignite 2025. Discover how Microsoft is transforming from the Microsoft Partner Network (MPN) to new Solution Partner designations aligned with specific solution areas, drawing parallels between past cloud transformation and current technological frontiers. Learn about Microsoft's customer engagement and support evolution, including the introduction of Unified Support and the Cloud Solution Provider (CSP) transition. Understand the emphasis on Partner Support and the opportunity to overhaul the CSP model through the new 'Unified for Partners' offering designed for CSP partners who enable SME&C customer success at scale. Examine the introduction of API bonding for unified ticketing between partner and Microsoft systems, creating seamless support experiences. Analyze the framework for achieving Support Services Designation based on capability, scale, and quality metrics. Review impact and early success metrics from the Support Services Designation rollout and its integration with the Microsoft AI Cloud Partner Program. Gain insights into encouraging certifications and incentivizing employee upskilling for enhanced expertise in support operations. Master the principles of building mature support operations with ITSM processes and continuous improvement methodologies that align with Microsoft's comprehensive support strategy across all Microsoft products and cloud services worldwide.
