For organizations of all types and sizes, boundless mobile connectivity and resource access have become more than just an efficiency game changer — they have become the norm. Banks and credit unions are putting shared devices at the center of transactions, maximizing branch employee utilization while cutting procurement costs. Similarly, energy and utilities companies have opted for ruggedized, app-enabled smartphones that can withstand the elements while improving dependability and communications in the field. In the hospitality industry, tablet-based kiosks augment front desks to “bust” lines and hasten the guest checkout experience.
At the core of each of these use cases, endpoints are more than just productivity enablers. Smartphones, tablets, laptops, desktops and the Internet of Things (IoT) are reshaping organizations and helping them thrive. As each device use case becomes more complex and critical, disruptive technical incidents or downtime of any kind cannot be tolerated. This necessitates remote support capabilities.
Remote Support: The Missing Link for Enterprise Endpoint Efficiency
Unified endpoint management (UEM) gives the businesses that depend on these disparate device types — plus their users, apps, content and data — the assurance that all will remain secure while simultaneously delivering on business goals. Although unified management, security and enablement are deeply ingrained in UEM’s DNA, over-the-air (OTA) remote support has always been a distant cousin.
For their everyday troubleshooting responsibilities, today’s IT and help desk administrators require the ability to provide remote support and control—not just remote viewing—to the most commonly used devices and operating systems, all from the same platform. Not only does this save time for all parties involved, but it also gives support personnel the level of visibility and control they need to make a proper diagnosis and provide a quick resolution to the problem that end users are experiencing.
TeamViewer and IBM MaaS360 Partner for a Better User Experience
By taking advantage of its newly announced integration with TeamViewer, MaaS360 UEM administrators can now provide remote support for any end user whose device is enrolled in the platform. Control can be initiated as soon as an issue is reported simply by viewing the device record for the affected endpoint and requesting control from the user. Once accepted, the administrator can view the user’s screen, take necessary steps to resolve and even chat with the user or transfer required files along the way.
To learn more about this new integration, join MaaS360 and TeamViewer for an on-demand webinar in which experts provide a broad overview of the platform’s new remote support capabilities. Learn how your IT and help desk team can quickly diagnose and fix endpoint issues, configure security policies, drag and drop apps or retrieve pertinent app data, and remediate noncompliant devices, all from the same window.
All MaaS360 customers can begin taking advantage of these new optional features today for their iOS, Android and Windows devices. If you’re ready to get started now, view our step-by-step setup tutorial on IBM developerWorks.