Unified endpoint management (UEM) is inevitable, but work still lies ahead.
This research is designed for:
- Desktop Management Teams
- Mobile Device Management Teams
- End-User Device Management Teams
- IT Service Managers
- Infrastructure Directors
This research will help you:
- Reduce the time it takes to fulfill service requests
- Reduce the number of technician interventions on user devices
- Simplify the deployment of devices and apps
- Better secure the system with patch management
Unified endpoint management promises to simplify the lives of desktop management teams and mobile device management teams. The same skill set and the same pane of glass can be used to manage all of your devices. The result is a greatly simplified mobile experience and a happier end user.
There is a big cost to UEM. Replacing an existing tool with UEM means that you need to replace an existing skill set. Poorly implementing a new tool means continued financial and time costs as your team fights it every day.
Before you change out your firefighting equipment, ensure that you know what type of fires you are fighting. Just as you can’t fight an electrical fire or a grease fire with the same extinguisher, you also can’t fight different IT fires with the same tools and processes.
Our best practices are informed by COBIT 5, ITIL 2011, and the experiences we’ve gathered from countless interviews, analyst calls, guided implementations, workshops, and consulting engagements.
The blueprint includes ready to use tools and templates to help you pave the road to unified endpoint management:
- End-user device management stndard operating procedure (doc.)
- End-user device management presentation (ppt.)
- End-user device management workflow library (Visio)
- End-user device management workflow library (PDF)
- Desktop and mobile device management teams use separate tools and different processes.
- People at all levels of IT are involved in device management.
- Patch deployment is increasing in scope beyond Windows OS updates
- Vendors are pushing unified endpoint management (UEM) products, and teams struggling with device management are hoping that UEM is their savior.
- The number and variety of devices will only increase with the continued advance of mobility and emergence of the Internet of Things (IoT).
- Define the benefits that you want to achieve and optimize based on those benefits.
- Define the roles and responsibilities involved in end-user device management.
- Create a training plan based on what your team needs to do with the tool.
- Create standardized processes within each team first. After each team has standardized, decide if a new tool is required.
- Stop using device management practices from the era of Windows XP. Create a plan for lean images and app packages.
- Take an evolutionary, rather than revolutionary, approach to merging end-user support teams. Process and tool unity comes first.