| A critical part of any mobile wireless management | | | | mobile applications, and types of customer |
| program is providing end-user support for the cell | | | | support scenarios that will be supported. Common |
| phones or data cards. Unfortunately, this is one | | | | things that are excluded from this list of wireless |
| area where businesses struggle to keep up with | | | | support elements include: personal email accounts, |
| support requests. The specific needs of the | | | | music and video down loads, not business related |
| end-user can vary dramatically, from the simple | | | | applications, personal wireless devices, etc. Also, |
| "my cell phone died" requests to synchronizing | | | | standardize your mobile wireless support |
| multiple contact applications and installing enterprise | | | | resources. Who in your organization will take |
| specific applications. How does an IT group | | | | wireless support tickets? Specialization is very |
| support the variety of user profiles, wireless | | | | important to quickly resolving wireless end-user |
| devices and cell phone carriers? Follow 3 steps to | | | | requests. |
| improve you service to your wireless end-users. | | | | 3) Lastly, if all this seems too much, consider |
| 1) Establish a wireless policy. Consolidate your | | | | outsourcing your mobile wireless help desk |
| service levels and wireless support framework | | | | function. There are several high quality cell phone |
| into a formal policy that is delivered to and | | | | and air card support companies in the market |
| accepted by all end-users as a prerequisite for | | | | today. They can provide branded wireless |
| support. Lay out mobile management service | | | | end-user support across your entire organization, |
| goals (avoid SLAs early on until you are certain of | | | | including ordering and replacement, for a very |
| your performance metrics). The hours that | | | | affordable per device monthly cost. |
| in-house support is available and what to do | | | | Finally, to tie your mobile management support |
| after-hours should be specifically defined. | | | | strategy together, consider using an |
| 2) Standardize on what you will support. Some of | | | | internet-based inventory and service management |
| this may be part of your policy. For example, you | | | | platform. Service management platforms designed |
| may include a generic statement regarding | | | | specifically for mobile wireless support are a great |
| "business purposed" wireless applications being | | | | way to keep your records current. There are |
| supported. A generic statement is more | | | | free telecom management applications available if |
| appropriate because the actual list of mobile | | | | you search hard enough and they can really be |
| business applications may change frequently. | | | | useful in managing your mobile wireless |
| Outside of the formal policy, you will want to | | | | environment. |
| establish a list of wireless hardware platforms, | | | | |