Manage End-User Devices

Simplify device management by aligning practices for laptops, phones, BYOD, and everything in between.

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Major Business Pain Points

Desktop and mobile device management teams use separate tools and different processes.
People at all levels of IT are involved in device management.
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).

Recommendations

Key Points

Many problems can be solved by fixing roles, responsibilities, and process. Standardize so you can optimize.
UEM is not a silver bullet. Your current solution can image computers in less than 4 hours if you use lean images.
Done with, not done to. Getting input from the business will improve adoption, avoid frustration, and save everyone time.

Approach

Define the benefits that you want to achieve and optimize based on those benefits.
Take an evolutionary, rather than revolutionary, approach to merging end-user support teams. Process and tool unity comes first.
Define the roles and responsibilities involved in end-user device management, and create a training plan to ensure everyone can execute their responsibilities.
Stop using device management practices from the era of Windows XP. Create a plan for lean images and app packages.

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Methodology and Tools

Executive Brief

Read our concise Executive Brief to find out why you should optimize end-user device management, review the methodology, and understand the four ways we can support you in completing this project.

Manage End-User Devices – Executive Brief
Manage End-User Devices – Phases 1-3

1. Identify the business and IT benefits of optimizing endpoint management

Get your desktop and mobile device support teams out of firefighting mode by identifying the real problem.

Manage End-User Devices – Phase 1: Identify the Business and IT Benefits
End-User Device Management Standard Operating Procedure
End-User Device Management Executive Presentation

2. Improve supporting teams and processes

Improve the day-to-day operations of your desktop and mobile device support teams through role definition, training, and process standardization.

Manage End-User Devices – Phase 2: Improve Supporting Teams and Processes
End-User Device Management Workflow Library (Visio)
End-User Device Management Workflow Library (PDF)

3. Improve supporting technologies

Stop using management tools and techniques from the Windows XP era. Save yourself, and your technicians, from needless pain.

Manage End-User Devices – Phase 3: Improve Supporting Technologies

All resources on this page are provided to Cyber Leadership Hub members under license from third parties including Info-Tech Research Group Inc, a global leader in providing IT research and advice.