Mobile Service Management (MSM)

The Support Users Expect, the Reliability Business Needs

Mobile Service Management Gear

As mobility grows more pervasive, it quickly becomes a mission-critical platform. However, traditional mobile management point products fail to treat mobility as a tier-one platform. The result is added complexity, outages and cost overruns that have negative business impact. For this reason, many mobile initiatives today fail to live up to their potential.

BoxTone delivers the reliability and supportability needed for wide-scale, mission-critical environments, enabling businesses to:

Support Your Growing Deployment Without Increasing Service Desk Headcount
  • Reduce Mean Time to Resolution (MTTR)
  • Reduce escalations and enable L1 support to solve problems
  • Auto-diagnose vexing support challenges

Learn more about BoxTone Mobile Support Management.

Ensure Bulletproof Reliability Across Your Mobile Infrastructure
  • Proactively monitor full mobile transactions across your infrastructure
  • Receive alerts before service is impacted
  • Tune your mobile infrastructure to ensure optimal performance

Learn more about BoxTone Mobile Operations Management.

The Challenges of Mobile Growth

Many companies are undertaking mobile projects and deploying mobile products. They are utilizing products like Microsoft Exchange ActiveSync (EAS), Good for Enterprise, and others. Companies are improving the productivity of their workforce and taking advantage of new business opportunities. Far too few, however, have truly considered the full implications mobility will have on their business. In the headlong rush into mobile, businesses have overlooked Mobile Service Management.

As businesses rely more and more on mobility, mobile outages and support issues often have increasing impact on business function and overall IT costs. Unfortunately, these problems are commonplace. Mobile technologies rely on multiple systems with multiple points of failure. These include backend systems such as Microsoft Exchange, mobile-specific systems such as Good and BlackBerry, MDM servers from MobileIron and AirWatch, MDM proxies such as the AirWatch Secure Email Gateway and MobileIron Sentry, network infrastructure and firewalls. They also include NOCs, carrier networks and devices. These components sit outside the firewall, meaning IT lacks visibility. Finding the root cause of an issue can be like finding a needle in a haystack.

Furthermore, mobile device ecosystems are complex. There are thousands of combinations of operating systems, OS versions, handset manufacturer customizations and clients. Supporting each is difficult, if not impossible. A support manual would read like "War and Peace." Worse yet, each has the potential of creating a system outage. As Bring Your Own Device (BYOD) becomes ever more common, these problems only get worse.

Mobile Service Management Support and Operations Dashboard

Mobile Service Management

IT operations and support need new solutions to address the challenges of the post-PC world. BoxTone Mobile Service Management provides the world’s first and only answer to these challenges. BoxTone monitors all traffic end-to-end from backend to devices. It rapidly identifies problem areas and enables IT operations to fix issues fast. BoxTone also provides service desk staff with the capabilities they need to quickly pinpoint issues. BoxTone reduces mean-time-to-resolution (MTTR) and escalations while driving down average support costs.

BoxTone’s proactive monitoring, alerting and troubleshooting enable operations teams to quickly pinpoint issues before they cause service disruptions. It provides a single solution across multiple devices and platforms. With BoxTone, businesses that run on mobility can ensure that reliable mobile services are always there when they need it.

At the same time, BoxTone addresses the primary cost drivers of wide-scale mobile deployments. BoxTone Service Desk capabilities empower level-one service desk staff to resolve most issues. Companies can reduce escalations and drive down the costs of wide-scale mobile deployments. BoxTone provides a complete Mobile Service Management solution to ensure both reliability and supportability. That’s why 4 of the top 5 Global Banks, 4 of the top 5 US Federal Agencies and 42 of the Fortune 100 depend on BoxTone.

To learn more, download this free white paper titled “Proactive Mobile Service Management”.

Ready to brings BoxTone's MSM software solution to your organization? Then call us at +1 410-910-3344, email us or use our Contact Us form to arrange for a personal demonstration and price quotation.