December 19, 2017 By Dan Cheuvront 2 min read

Until now, IT and security leaders could not gain remote access to a user’s iOS device to provide support. Apple chose to limit these capabilities on the operating system (OS) due to possible security risks. As a result, when TeamViewer developed remote support for iOS, it was unable to grant administrators the ability to initiate a live screen share session. Admins had to rely on screenshots sent from the device user, then, using a built-in chat feature, dictate the next actions to the user — repeating this process until the problem is solved.

Following Apple’s most recent mobile operating system update, iOS 11, TeamViewer has announced the capability to view any enrolled iPhone or iPad in real time. While full remote control for iOS is not available at the moment, it is available on Google Android and Windows 10 devices. This is a huge step for iOS devices in the enterprise and remote support as a whole.

The added functionality creates a more seamless experience for the administrator and less of a headache when dealing with remote support. It is common knowledge that if an organization deploys devices into the field, support and troubleshooting may add time and costs unless remote support was in place. For years, administrators would have to use multiple solutions to achieve the same goal, but that is no longer the case.

An Improved Experience for iOS Users

iOS 11 has brought a ton of great new features to their devices including screen recording, drag and drop, and an improved Siri. However, there is more going on under the hood. The folks at Apple have been using their application programming interfaces (APIs) to better integrate with third-party software developers and solutions. This means that there are more improved capabilities for apps and integrations than ever before, which includes TeamViewer and IBM MaaS360 with Watson.

In April 2017, IBM MaaS360 announced a direct integration with TeamViewer. This way, the MaaS360 admin could easily provide technical assistance to a user’s device over the air. Now, with iOS 11, the admin can see a user’s device in real-time for remote support, thus speeding up the troubleshooting process. iOS 11 has made the dreams of IT administrators a reality with this easy-to-use feature, baked right in to a unified endpoint management (UEM) solution.

Are You Up to Date?

To make the most out of remote support, it’s best that everyone — users and administrators included — do the following:

  • Make sure they’re running the latest operating system on their device(s).
  • Have the latest version of the TeamViewer App running on the device needing support.
  • If possible, have the user on the phone to guide him or her through everything verbally.

These tips, while simple, will make remote support sessions run smoothly and speed up the process. It is possible that a user cannot update their OS or TeamViewer app due to some other error beyond their control, but these steps will help eliminate more time when assisting them remotely.

Remote Support + UEM = Better Than Ever

Getting started with TeamViewer Remote Support for MaaS360 is available to try FREE for 30 days. With the two solutions working hand in hand, it solidifies true UEM.

Before you jump in to the portal, take a few moments to view the official training on the IBM Security Learning Academy for MaaS360. You’ll see the steps needed to configure TeamViewer Remote Support via MaaS360, and a demo showcasing the IT and iOS end-user interaction.

Start a free trial of IBM MaaS360

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