Gartner Information Technology Research

How to Effectively Support Office 365

Published: 27 March 2020

ID: G00384605

Analyst(s): Guy Creese


Office 365’s complexity and high rate of change are forcing enterprises to rethink how they handle its support. Accordingly, application technical professionals must put three roles and three processes in place to support Office 365 effectively.

Table Of Contents


  • The Six Reasons Office 365 Is Difficult to Support
    • It’s Complicated to Understand and Roll Out
    • It Has a Rapid Update Cadence
    • User Productivity Does Not Always Increase
    • Setting Policy Is Complicated and Needs Enterprisewide Agreement
    • It’s Increasingly Becoming a Suite
    • Some Services Are Built for Citizen Developers
  • Leverage Three Roles and Three Processes to Better Support Office 365
    • Appoint an Office 365 Program Manager
    • Appoint an Office 365 Release Coordinator
    • Recruit Service Champions in the Business
    • Establish an Office 365 Governance Committee
    • Transition to an Office 365 Support and Test Organization
    • Create an IT-Business Mentoring System
  • How SMBs or Those With Limited Budgets Can Tweak These Changes
  • Common Client Questions About Supporting Office 365
    • What’s the Formula for Calculating the FTEs We’re Going to Need?
    • How Do We Split Office 365 Governance Across Business and IT?
  • How to Generate Internal Support for These Changes
  • Remove the Support Silos or You Will Fail
  • Implement a More Integrated Approach Via Three Roles and Three Processes
  • Explain That These Changes Fix Problems That You’re Already Encountering
  • Explain That These Changes Can Help IT Move to the New Digital Business Model


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