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Microsoft Office 365 Customer Solution Case Study University Eases IT, Broadens Communications withHosted SolutionOverview “The university selected Office 365 over Google AppsCountry or Region: United KingdomIndustry: Education because it gives us a robust enterprise-class platform for developing a radical new approach to collaborationCustomer ProfileThe University of Dundee is a leading and communication that goes far beyond email.”university in the United Kingdom, David George, Chief Information Officer, University of Dundeeinternationally recognized for itsexpertise across a range of disciplines, As a leading university in the United Kingdom, the University ofincluding science, medicine, engineering,and art. Dundee in Scotland enjoys a global reputation as a center for teaching and research. With approximately 22,000 students andBusiness SituationThe university looked to replace its 3,000 staff, it graduates more students into professions than anyGroupWise Novell email system with a other Scottish university. Previously, it used a Novell GroupWisehosted solution from Google orMicrosoft to improve reliability and email system for messaging. When significant downtime andcommunications and lower IT costs. mobile limitations caused frustration for its students and staff, itSolution evaluated hosted solutions from Google and Microsoft. TheThe university selected Microsoft Office university selected Microsoft Office 365 to help improve the365 because it gave the university anopportunity to go beyond just email and reliability of its messaging system and reduce IT administrationbroaden the communication capabilities and costs. By using the Office 365 online services, the universitythat it offers to students and staff. also sees an opportunity to broaden the communications andBenefits collaboration capabilities it offers to its staff and students, Improves reliability Reduces IT costs and administration including students in the distance-learning program. Improves communications and mobile productivity Enhances sense of community Prepares students for employment
Situation the community. In recent years, the ICSThe University of Dundee is based in the team experienced challenges maintainingcity of Dundee on the east coast of the increasing demand for a higher mailboxScotland. It ranked 140 among the world’s quota and availability of its Novelltop 200 universities in the Times Higher GroupWise email system. The ICSEducation 2010-2011 World University department also saw an increase in theRankingsand rated number one in the time and money it spent on the expandingUnited Kingdom in the Times Higher email system in terms of staff, servers, andEducation student experience survey for storage. Ellen Keir is the Assistant Director2011-2012. The university is made up of of Business Services within the ICSfour colleges: Art, Science, and Engineering; department at the University of Dundee.Arts and Social Sciences; Life Sciences; and Her responsibilities include understandingMedicine, Dentistry, and Nursing, and it the needs of the students and staff so thatgraduates more students into professions, the ICS department can better supportincluding law, accountancy, architecture, them and the university. Keir says, “Ourdentistry, education, social work, and server environment for GroupWise wasnursing than any other Scottish university. getting bigger, demands for larger mailboxes were increasing, and, overall, theThe university continues to grow and service was becoming more difficult todevelop without losing sight of its key maintain within budget. As a result, wemission: to advance and diffuse knowledge, experienced downtime which led to userwisdom, and understanding by teaching frustration, delays in emailand research and by the example and communications, and an increased numberinfluence of its corporate life. It has more of calls to the service desk.”than 3,000 staff and 22,000 students,including 3,400 undergraduate and post- Students and staff complained that thegraduate students involved in the distance- mailbox size in GroupWise was too small,learning program. which limited their use of the messaging tool. When the ICS team explored theThe university considers email a critical tool option to increase the mailbox size from 30in how it communicates with students, staff, megabytes (MB) to a maximum of 10and applicants. Under its policy, students, gigabytes (GB) per student, they estimatedstaff, and applicants must use their an overall cost increase of £500,firstname.lastname@example.org accounts for all university- (US$800,000) over five years.related email. Not only does this policyhelp the university centralize all email In addition, students experienced usabilitycommunications, but it also helps maintain limitations when they accessed their emailcommunications with people who are not and calendars from the GroupWise web-on campus, such as students and based tool and from a variety of devices.professionals in the distance-learning Because of the administration overhead,program, prospective students applying to the ICS department only offered thethe school, and students and academics GroupWise mobile application to staff,living or traveling around the world. which meant students were limited to what they could access from their mobileThe Information and Communication phones. Keir says, “We encourage ourServices (ICS) department at the university students to use web-based email andis responsible for provisioning email across access it from their own devices. But when
“By using Exchange we heard their frustrations with our the Microsoft Partner Network, spoke GroupWise email system, such as small highly of Office 365 and offered localOnline, we increased the mailbox sizes, web limitations, and lack of support to help the university move to the mobile support, we decided to consider a service. Keir says, “We trusted the opinionmailbox storage and change.” of Salford Software because they haveresolved a primary worked with us for years supporting our To explore its options for a new email and Novell environment, and we felt like theysource of student calendaring solution, the university created understood our needs quite well.” an evaluation team made up of schoolfrustration, without representatives for faculty, staff, and Keir adds, “After talking to Microsoft andincreasing our costs.” students. Because the university wanted to Salford Software and learning more about lower its IT administration costs and avoid the additional services available in Office Ellen Keir, Assistant Director of Business costs related to another on-premises server 365, the evaluation team began to Services, University of Dundee environment, the evaluation team quickly understand what else was possible for its decided to focus on hosted solutions from students and staff.” Microsoft and Google.” Solution The Microsoft team visited the university to In 2011, the University of Dundee decided talk about Microsoft Office 365, the next- to move from GroupWise to the Office 365 generation of Microsoft online services. For cloud-based services free academic plan. institutions of all sizes, Office 365 unites The university selected Office 365 because familiar Microsoft Office applications with the service is free, security-enhanced, the power of Microsoft Exchange Online, meets legislative and governance concerns, Microsoft SharePoint Online, and Microsoft and helps the university reduce IT Lync Online into one connected, online administration and costs for its email and solution. The evaluation team liked that calendaring functions. In addition, it Office 365 offered the university solutions recognized that the capabilities included in in addition to email and calendar SharePoint Online and Lync Onlinecan functionality, such as real-time provide students and staff with more communications tools and improved enterprise-class communications and collaboration opportunities for sharing collaboration capabilities, compared to documents and other content between GroupWise and Google. David George, staff and students. The team was also Chief Information Officer at the University excited that it could obtain all of these of Dundee, says, “The university selected Microsoft services without having to invest Office 365 over Google Apps because it in server hardware or software licenses. Keir gives us a robust enterprise-class platform says, “During the evaluation, the team really for developing a radical new approach to appreciated the effort and approach by collaboration and communication that goes Microsoft. For example, Microsoft came to far beyond email.” campus and met with various groups, actively demonstrating the collaborative In late 2011, Microsoft provisioned 60,000 potential of Office 365. This gave Microsoft @dundee.ac.uk accounts in Office 365 for the edge over the Google teleconference- all students, staff, and applicants of the only approach.” university. Next, with help fromSalford Software and Cloud Technology Solutions, In addition, Salford Software, a long-time IT another university partner, the university partner for the university and a member of migrated mail for staff and post-graduate
“By using one connected research students in anticipation for its go- calendar, and contacts from virtually live date in early January 2012. Salford anywhere, including community PCssolution, our students Software helped the university set up an available in computer labs around campus on-premises infrastructure with Active and their own devices, such as laptops andand staff can Directory and Active Directory Federation iPads. Students can also easily connect tocommunicate and Services to ensure single sign-on for all Exchange Online from their smartphones, users. After Active Directory was in place, including iPhones. Keir says, “The studentscollaborate more the university moved forward with the like the responsiveness and feature-rich migration of the rest of the mailboxes. capabilities in the Outlook Web App,efficiently and our compared to the GroupWise web-maildistance learners can Over five days, Microsoft, Salford Software, version.” This includes the ability to and the ICS team worked togetherto complete tasks easily from the Outlookhave the same migrate 22,000 student mailboxes from Web App, such as add and manage GroupWise to Office 365. At the end of that additional email accounts from a singleexperience as our week, the student newspaper commented place, check calendars and schedulecampus students.” that 99.998 percent of the student accounts appointments, set “Out of Office” were moved to Office 365 successfully. Keir automatic alerts, and book conference Ellen Keir, Assistant Director of Business says, “During the transition to Office 365, rooms for student meetings. Services, University of Dundee students and staff experienced zero downtime. That is not to say that the With Exchange Online in place, the transition did not present some issues to university can shift its focus to take deal with.But in the end, we achieved our advantage of Lync Online and SharePoint migration objectives and our users were Online. It plans to introduce Lync Online to very supportive of the new solution.” a subset of students before the end of the current school year, and then add all With Office 365, the university moved its students by the September start of the email solution to Exchange Online, which 2012-2013 academic year. By using Lync immediately offers many of the same Online, students and staff can view capabilities as Microsoft Exchange Server presence indicators in applications, such as 2010. By using Exchange Online, all SharePoint, the Outlook client and Outlook students and staff have 25 GB of mailbox Web App, and the Microsoft Lync 2010 storage by default for their email, calendar, client, to find colleagues quickly. From and contacts. They can apportion this there, they can click to start an instant storage between their primary mailbox and messaging (IM) session, document-sharing the personal archive, a specialized mailbox session, PC-to-PC call, or a web or video that appears alongside users’ primary conference. George says, “We believe Lync mailbox folders in the Microsoft Outlook online has the potential tofacilitate a 2010 messaging and collaboration client or paradigm shift in the way our students and Microsoft Outlook Web App. staff communicateand collaborate." Exchange Online also supports the In addition, the ICS department is exploring Microsoft Outlook for Mac 2011 messaging how the university can take advantage of and collaboration client, so students and SharePoint Online as a content and staff who use Macintosh computers have document repository, which it expects will access to a rich client on the desktop. be especially useful for students in the However, most students take advantage of distance-learning program. It believes that the Outlook Web App to access their email, it can useSharePoint Online as an extension
“Now they can to its e-learning tools with capabilities such recovery, are greatly improved. We can as team sites, wikis, blogs, and search. expect our hosted messaging solution tocommunicate with the work for our students and staff around the Tom Mortimer,Director of ICS at the clock.”university and share University of Dundee, says, “Withcalendars with SharePoint Online and Lync Online, we view Reduces IT Costs and Administration Office 365 as a much more strategic The case for Office 365 was also aboutcolleagues, no matter product, providing improved functionality reducing the total cost of ownership of the and a robust service for the university and university’s messaging solution. Thewhat device they use or our students and staff. We are now in the university expects to reduce costs bywhere they are in the stage of exploring what else it can do for £500,000 (US$800,000) over five years, us, specifically how these tools can help based on reduced IT administration andworld.” support distance-learning programs and maintenance, lower infrastructure costs, enhance our e-learning tools.” and reduced staffing levels required to Ellen Keir, Assistant Director of Business Services, University of Dundee support the email system and its users. Benefits With the move to the Microsoft hosted For example, by moving to a Microsoft environment, the university has identified hosted solution, the ICS department can Office 365 as a key tool, supporting the provide better services for students and institution in delivering its communications staff with minimal support. Microsoft and collaboration objectives. The university manages its migrations, upgrades, updates, also reduces its IT costs and administration and security updates for Office 365 to keep time and improves the reliability of its the university current with the latest messaging solution. releases. With the experts at Microsoft supporting the solution, the university can Improves Reliability avoid having to train or hire new IT staff, as After experiencing significant downtime it would have required with another on- with its previous messaging solution, the premises solution. For hardware, the ICS university views the improved reliability department no longer has to acquire new with Office 365 as an important step to servers or support the 40 servers previously ensure its students and staff can dedicated to the GroupWise email system. communicate on a daily basis. With Keir says, “We required a high level of Microsoft hosting the solution, the support just to keep the GroupWise servers university takes advantage of premium running. We now only have to manage antispam and antivirus protection, geo- Active Directory on-premises and Microsoft redundant data centers, around-the-clock handles the rest. Our existing hardware will IT-level phone support, and a financially be retired or repurposed for academic backed 99.9 percent uptime service level purposes.” agreement. “Before moving to Office 365, the ICS department would receive almost The university has also avoided costs that daily notifications of errors and outages would have been required had it decided to plaguing our GroupWise email system. increase storage for the GroupWise email After switching to Office 365, we havent system. Keir says, “By using Exchange received a single notification,” says Online, we increased the mailbox storage Mortimer. “Because Microsoft is hosting and resolved a primary source of student Office 365, our team can focus on other IT frustration, without increasing our costs. activities, while services, like disaster This will save us at least £500,000
[US$800,000] in infrastructure and staffing Enhances Sense of Communitycosts over five years, which would have After the university enables Lync Onlineonly bought us 40 percent of the amount and SharePoint Online, it expects to offerof storage that we now get with Office its students and staff a better community365.” experience. The students and staff can take advantage of the enterprise-classIn addition, the ICS department anticipates communications and collaborationa 30 percent reduction in the amount of capabilities to learn from each other andservice calls to the help desk in 2012 collaborate on school projects andcompared to 2011. It based this estimate research. Keir says, “Our goal with Officeon a steady decrease in calls tracked 365 is to enhance our sense of communitymonthly since the migration to Office 365 at the university and providewas completed. communication tools to help our students learn more and prepare for their futures. ByImproves Communications and using one connected solution, our studentsMobile Productivity and staff can communicate and collaborateBy using cloud-based email in Office 365, more efficiently and our distance learnersstudents and staff can access email from can have the same experience as ourvirtually anywhere and any device, campus students. This makes everyone feelsupporting the university’s bring-your- more part of the university.”own-device strategy. With thisimprovement in mobility, the university Helps Prepare Students for Employmentbelieves its students and staff can By using the same Microsoft services usedcommunicate better and stay informed in the business world, the universitywhile traveling, participating in a distance- believes it is exposing its students to alearning program from across the world, or corporate standard for communicationschecking email from their laptops or mobile and collaboration tools. “The moredevices between classes. For example, the familiarity students have with these types ofdistance-learning program includes productivity tools, the better equipped theystudents who are now professionals in the are to move into the employment world,”medical and dentistry fields and need to says Keir. “We find that the students expectcomplete a certain amount of hours of to see corporate examples at this level ofprofessional development each year. These their schooling, so we want to deliver.”people are working and very busy, but theystill need to communicate with theuniversity in ways that suit their lifestyle.“Our students are excited to have emailaccess from their smartphones and otherdevices,” says Keir. “Now they cancommunicate with the university and sharecalendars with colleagues, no matter whatdevice they use or where they are in theworld.”
For More Information Microsoft Office 365For more information about Microsoft Microsoft Office 365 brings together cloudproducts and services, call the Microsoft versions of our most trustedSales Information Center at (800) 426- communications and collaboration9400. In Canada, call the Microsoft products—Microsoft SharePoint Online,Canada Information Centre at (877) 568- Exchange Online, and Lync Online—with2495. Customers in the United States and the latest version of our Office desktopCanada who are deaf or hard-of-hearing suite and companion web applications forcan reach Microsoft text telephone businesses of all sizes.(TTY/TDD) services at (800) 892-5234.Outside the 50 United States and Office 365 helps save time and money, andCanada, please contact your local it frees up valued resources. Simple to useMicrosoft subsidiary. To access and easy to administer, it is financiallyinformation using the World Wide Web, backed by a service level agreementgo to: guaranteeing 99 percent reliability. Officewww.microsoft.com 365 features robust security, IT-level phone support, geo-redundancy, disasterFor more information about Salford recovery, and the business-class privacySoftware products and services, visit the controls and standards that you expectwebsite at: from a world-class service provider.www.salfordsoftware.co.uk For more information about MicrosoftFor more information about the Office 365, go to:University of Dundee, call (44) 1382 383 www.office365.com000 or visit the website at:www.dundee.ac.uk Software and Services Microsoft Office Microsoft Office 365 − Microsoft Outlook 2010 − Microsoft Exchange Online − Microsoft Lync Online Partner − Microsoft SharePoint Online Salford SoftwareThis case study is for informational purposes only.MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY.Document published June 2012