How to Optimize Your Mobile Service Management Workflows - Page 2

Device management challenges

So, just how are these new services going to stress device management? First, when customers are told to remove their applications in order to resolve problems, they will get annoyed with the "device provider" (namely, the company whose logo is on the device, such as RIM, Apple, Verizon, etc.).

Next, an irritated call to a corporate service desk will be made; after all, some of the applications are likely to be business-related ones. Service desk staff will be left shuffling between troubleshooting Web sites from the device manufacturer, the software manufacturer, the data center provider, the network provider (and maybe some social networking forums where other administrators rant, discuss or troubleshoot application problems).

In all likelihood, the troubleshooting steps can be found somewhere; it's just going to take your service desk staff a long time to find them. We have already seen this happen when Blackberry services connected millions of users to corporate Exchange servers to provide mobile e-mail access. It wasn't enough for IT departments to monitor their Blackberry service and Exchange servers for alerts. That break/fix approach resulted in resolution call times averaging well over 40 minutes, and a high enterprise cost of "ownership" for devices which, in many cases, were not owned by the enterprise.

The trick will be applying the solutions and lessons learned in supporting mobile e-mail services to the myriad of mobile device applications, consumer cloud services and telecom-provided services that are coming online this year.