An agency approached ActioNet with a requirement to implement service management for their on-premise AirWatch Mobile Device (MDM) system. The AirWatch MDM can be installed on premise or as cloud-based SaaS. Their on-premise system had been implemented over a period of time and had begun with an iPad device pilot. The group that was implementing the system was providing all the support including Service Desk, Tier 1, Tier 2 and Tier 3.

The team was using an open source ticketing system to track outages which provided little in the way of performance metrics. As the user base grew, the limited support resources began to seriously degrade the level of service provided for the agency’s users.

The Project

The rapidly evolving mobile environment has vendors competing on features to meet customer requirements for mobile management systems. Foremost among these requirements is the ability to securely manage agency data and provide best practice service management processes. ActioNetMobility® offers the customer comprehensive cloud based mobility management that can meet their requirements across any or all of the mobility lifecycle.

ActioNetMobility® is our service oriented approach to meeting customer Enterprise Mobility Management (EMM) Requirements. It focuses on virtualized cloud-based solutions that provide Federal Information Security Management Act (FISMA) authorized security that the agency can leverage to meet their mobility requirements. Most agencies simply do not have the resources to research, procure, and implement mobility solutions in today’s ever changing mobile environment.

The Solution

While the agency had not engaged ActioNet for the implementation of their system, an ActioNet subject matter expert was part of the agency team and was preparing the system ATO. ActioNet was, however, the agency’s National Service Desk provider using BMC remedy as their ITSM platform. To improve the customer experience and standardize support processes, the ActioNet team established the ITSM support tools to integrate mobile support into the National Service Desk.

We assisted the customer with establishing the connections from the MDM into their network, allowing email and identity management and in obtaining their ATO. Additionally we continue to work with them to implement ITIL-based service desk management, either integrated with the customer’s existing system, or hosted in our ActioNetDesk® Service Desk Operations Center.

The Result

While the numbers of devices was small at the beginning of the project, the support was good and garnered much praise from the agency’s user who were part of the pilot. After implementation, there was an immediate improvement in service for agency users since there was only one number to call for support. The standardized support scripts allowed significant improvement in first call resolution and security was improved by eliminating the use of the open source ticketing system.

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Technology & Partners

  • AirWatch Mobile Device Management (MDM) System