CASE STUDY # 14
Migration | Microsoft 365 | Tenant-to-Tenant | Exchange Server
Large-Scale Device Migration: Streamlining Operations and Resolving Technical Challenges
Our client is a prominent cybersecurity firm. They needed a reliable support solution to assist with their ongoing device migration process. Their team was dealing with a large scale migration of devices to a new tenant so they required a dependable way to resolve any potential issues they could have to face during that migration and then the transition phases.
We were then approached as consultants at Windows Management Experts (WME) to provide them with a comprehensive help desk support solution highly personalized to the challenges they and their customer firm were encountering.
The Challenge:
The client faced several significant challenges during the migration process:
- Complex Device Migration: Thousands of devices involved a blend of automated and manual processes. Potential errors were looming at multiple stages.
- Technical Obstacles: The client had already experienced frequent errors during migration attempts i.e. network issues, machine hardware problems, orphaned profiles, script failures, etc.
- Support Coordination: They were in dire need of a cost effective way to handle user issues both within the source and target tenants. They could not afford excessive downtime.
Resource Management: An estimated 5000 devices were in the migration. We had to develop a structured support system to address an expected fallout rate of 10%, which would lead to 500 potential technical issues.
The Solution:
We provided the client with a dedicated help desk support system to solve any migration-related issues.
The solution involved:
- Help desk support to address issues reported by users during the migration.
- An email and phone-based system ticketing system integration.
Customized technical support to diagnose/resolve issues requiring elevated credentials.
How We Did It:
We approached this project in a methodical manner as we implemented the solution using the following steps:
- Process Mapping: We began by understanding the full migration process. We started from device initiation to final verification to then identifying key points where errors could arise.
- Custom Help Desk Procedures: We defined a clear workflow for handling tickets based on the stage of the migration. This ensured that users could easily report problems. This way, issues would be accurately logged/tracked for resolution.
- Resource Management: We had to accommodate an expected number of 500 incidents, so we used our expertise to estimate/allocate all the necessary resources, including standby technical support, and ensured some quick issue resolution during peak migration phases.
Monitoring/Reporting: We set up continuous monitoring of support tickets and progress. We were making quick adjustments to staffing and response times based on the surge of reported issues.
The Problems We Faced:
- Unpredictable issues complicating troubleshooting efforts.
- Time constraints due to tight migration window.
- Training needs as some of the user-related issues required a more hands-on approach.
Conclusion
- Unpredictable issues complicating troubleshooting efforts.
- Time constraints due to tight migration window.
- Training needs as some of the user-related issues required a more hands-on approach.