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DAY 2 MOBILITY MOBILITY SERVICES, MANAGED On Day 1 you signed a new - - PowerPoint PPT Presentation
DAY 2 MOBILITY MOBILITY SERVICES, MANAGED On Day 1 you signed a new - - PowerPoint PPT Presentation
DAY 2 MOBILITY MOBILITY SERVICES, MANAGED On Day 1 you signed a new carrier agreement, now what? Day 2 Mobility transforms the management of your mobile devices by offering a fully Managed Mobility Service solution. Our integrated mobile asset
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Implementation and Migration Services Leasing Solution Procurement
Consulting and Planning
OUR SOLUTION LIFECYCLE
RENEW
Telecom Expense Management (TEM) Mobile Device Management (MDM) Tier 1 Help Desk 360 Break/Fix Program Trade-in and Recycle Certified Erase
PLAN SECURE & SUPPORT IMPLEMENT
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Who is managing your relationship between usage and cost?
Expenses & Policies
CORPORATE MOBILITY CHALLENGES
Resources & Processes Security & Control
- 1. Growing Support Requirements
Growing number of End Users, End users with multiple devices create the need for additional help desk staff, but IT departments struggle to secure additional operations budget for this growing demand.
- 2. Lack of process and staff to support mobility
Standard, documented processes seldom exist for mobility, resulting in ad-hoc and manual support models. Staff turnover in mobility support roles is often very high.
- 3. Cost of Security
Security for mobile devices is plagued by low ROI, limiting the access to capital and operating budgets required to implement and support the required technology.
- 4. Hardware Configuration
Email, applications, Wi-Fi access, and VPNs for business use need to be pushed down to the devices, monitored, and removed when required. These needs create additional manual processes and labor costs for an IT department.
- 5. Visibility and Accuracy
Business units have limited visibility into mobility expenses and employee behaviors, resulting in little to no ability to impact cost or address policy. The financial processes for expenses allocation are labour intensive and riddled with data integrity challenges due to a lack of closed loop communication.
- 6. Network Management
Corporations have limited tools to manage or reduce the costs associated with using the Carrier’s network. This also minimizes the corporation’s ability to successfully implement and maintain acceptable use policies for mobility.
Internal Costs
Administration / Accounting Expenses I.T. / Help Desk Expenses Procurement and Management For each $1 in carrier expense you spend 25₵ internally
Carrier Costs
Carrier costs are variable Carrier Costs are driven by Individual Usage
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MANAGED INTEGRATED SOLUTION
People Technology Process
Integrated Mobility Management
Procurement Processes Support Processes Security Processes Compliance Processes Expense Processes Visibility Processes
Apps (Email) Carrier IT Finance / Business Unit Invoice Processing
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One platform addressing all your current and future mobility challenges
Device Hardware
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Mobility Service Desk Managed Mobile Device Management Telecom Expense Management
Administration End Users
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Network Telecom Expense Management Device Software Device Security Device Procurement End User Support Hardware Warranty
CORPORATE MOBILITY ECOSYSTEM
Working with fewer vendors creates efficiencies and improves customer experience and reduces
- verall cost
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THE NEED FOR MANAGED TEM
Costs climb as technology, usage, and line requirements become misaligned
- Data usage as a result of application usage
- Roaming
- Feature misalignment
- Unused lines
Y2Q3 (18 mo.) carrier-led rate optimizations are temporary fixe Primitive (grey line): Wait until the costs peak and then switch carriers Optimal (orange line): Introduce monthly review processes and business visibility
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MANAGED TEM
Reduce carrier expense and increase visibility on cost and usage
Executive Reporting , Actionable Reporting, Monthly review processes and business visibility
Day 2 Mobility’s suite of Telecom Expense Management (TEM) solutions allows you to monitor and regulate all aspects of your organization’s corporate mobility carrier
- plan. Our system provides an array of cost reporting and
usage assessment software that includes tools for billing analysis, service management, and user behaviour transparency. Organizational Requirements:
- Expense allocation
- Business unit charge back
- Contract compliance
- High cost and usage flags
- Account Management Reports
- Business and user visibility
- Roaming management
- Account Optimization
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To improve employee awareness
The usage oversight system tracks, records and reports employee usage in a number of key areas: ― Talking minutes ― Texting volumes ― Roaming minutes ― Long distance minutes ― Data usage
For policy issues, expense review, and to close the cost centre loop
The cost reporting system analyzes your
- rganization’s monthly carrier bill by
generating an expense breakdown report at the end of each month. ― Acceptable usage policy violators
- End user talking minutes
- Texting volumes
- Data loads that surpass pre-set
thresholds ― Cost centre expenses by resource ― Unused lines ― Historical trending information
For management and accounting
Monitoring your mobile costs is a critical aspect of keeping your mobility expenses as low as possible. The benefits that mobility-focused expense management provide are one of the main motivations for taking an active role in managing your mobility. ― Cost centre files for financial upload ― Monthly exceptions review to address cost issues ― Billing issues ― Line suspension processes
TEM –REPORTS
Emails to employees Monthly Financial Reports Emails to managers/ business unit owner
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TEM – SAMPLE EMAIL REPORTS
Reducing carrier costs and increasing business visibility
Employee emails improves awareness Manager emails for policy issues, expense review, and to close the cost center loop
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TEM – FINANCIAL REPORTS
Reducing carrier costs and increasing business visibility
Monthly Financial Reports
Device Name Device Number Carrier Total Count Total Length Internal Count Internal Length Voicemail Count Voicemail Length Local Incoming Count Local Incoming Length John Doe - iPhone 1231231234 Bell 4 5 3 5 1 John Doe - iPhone 1231231234 Bell 188 532 38 173 7 John Doe - iPhone 1231231234 Bell 56 280 8 49 4 John Doe - iPhone 1231231234 Bell John Doe - iPhone 1231231234 Bell 360 1495 32 212 11 10 John Doe - iPhone 1231231234 Bell 53 137 53 137 John Doe - iPhone 1231231234 Bell 20 81 5 7 5 3 John Doe - iPhone 1231231234 Bell 75 112 10 16 2 9 10 John Doe - iPhone 1231231234 Bell 484 1035 3 29 22 14 John Doe - iPhone 1231231234 Bell 88 177 4 8 2 1 37 90 John Doe - iPhone 1231231234 Bell John Doe - iPhone 1231231234 Bell 14 15 7 3 5 10 John Doe - iPhone 1231231234 Bell 49 81 3 10 29 50 John Doe - iPhone 1231231234 Bell 25 43 2 6 John Doe - iPhone 1231231234 Bell John Doe - iPhone 1231231234 Bell 225 763 28 189 16 8 74 308 John Doe - iPhone 1231231234 Bell John Doe - iPhone 1231231234 Bell 161 352 2 6 20 14 John Doe - iPhone 1231231234 Bell 168 319 5 9 10 1 84 195 John Doe - iPhone 1231231234 Bell 364 1513 72 379 30 20 117 652 John Doe - iPhone 1231231234 Bell 388 985 8 10 40 25 226 656 John Doe - iPhone 1231231234 Bell 92 297 2 6 12 3 8 41 John Doe - iPhone 1231231234 Bell 44 76 1 3 1 1
Invoice Coding
Customer Customer 1 Invoice Number Carrier Bell Billed Date 5/25/2016 Total Invoice Charges 23,861.49 $ Total Invoice Tax 2,888.26 $ Total Invoice Less Tax 20,973.23 $ GL Code Sub Account Device Count Sub Total 111111 22222222 8 293.53 $ 111111 22222222 182 14,840.28 $ 111111 22222222 3 172.20 $ 111111 22222222 6 197.40 $ 111111 22222222 6 141.44 $ 111111 22222222 33 930.56 $ 111111 22222222 7 161.80 $ 111111 22222222 8 178.80 $ 111111 22222222 9 326.14 $ 111111 22222222 5 208.19 $ 111111 22222222 16 292.89 $ 111111 22222222 1 20.40 $ 111111 22222222 2 40.80 $ 111111 22222222 8 307.17 $ 111111 22222222 1 15.00 $ 111111 22222222 29 1,066.59 $ 111111 22222222 17 637.15 $ 111111 22222222 12 418.20 $ 111111 22222222 4 169.40 $ 111111 22222222 3 133.44 $ 111111 22222222 1 46.94 $
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DEVICE APP
Provides end user support, visibility and locate devices. Improve roaming decisions and processes
Access to Help Desk Cost Breakdown Roaming Notification
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A Mobile Device Management (MDM) system provides the ability to dictate and enforce corporate policy on mobile devices. Day 2 Mobility’s in-depth MDM system affords your organization complete control over every aspect of the mobile computing devices in your fleet, including restrictions, hardware functionality, and security settings.
Organizational Requirements:
- Create & Enforce policy
- Lock request
- Wipe request
- Enrollment request
- Initiate policy change request
- Initiate modify policy change request
- Inactivity investigations
- Escalate inactive non-responses
- Un-enrollment investigations
- Escalate unenrolled non-response
MANAGED MDM & SECURITY PROCESSES
Improves security and reduce cost of security
- A cloud-based software solution
- Access and control the various
policies attached to groups of devices.
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Root cause of data usage, improved deployment, prevent loss of information
DEVICE SECURITY – Device & Information Ownership
Employee Owned/Corporate Hardware
- Remove corporate email
- Partial wipe or un-enroll removes corporate info but
leaves personal
- Simple text message enrollment to gain access
- Block the device from accessing email in the future
Hardware Restrictions
- Taking pictures
- Backing up to the cloud
- Voice Dialing
- Using the App Store
- Taking a screen shot
- Block YouTube and Safari
- Security (Encryption, Passcode)
- Device Control (Lock, Unlock, Wipe, App Push)
- Encrypt the disk
- Force and change access password
- Inactivity lock timer
abc@day2mobility.com
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Root cause of data usage, improved deployment, prevent loss of information
DEVICE SECURITY – Network Access and Email Security
Network Security
- VPN- Route all traffic through existing VPN
infrastructure
- Encrypt the disk
- Force access password
- Inactivity lock timer
Secures Email
- Configure Email
- Security Settings
- Server Settings
- Access Policy (MailGuard)
Technical Reference Points
- Manage the Exchange Allow, Block Quarantine (ABQ)
module preventing unauthorized Activesync Access
- MailGuard does not interfere or otherwise proxy the
flow of email from your Exchange environment to the mobile device.
- In addition, native device and mail app security are
leveraged to their fullest extent.
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Root cause of data usage, improved deployment, prevent loss of information
DEVICE SECURITY – Application Management
Hardware & Software Control
- View and remove mobile apps
- Enforce passcode compliance
- Restrict hardware features
Enable App Scenarios…
- Required Apps
- Blocked Apps
- Notifications
- Remove apps
- Application Catalogue
Day2Mobility
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Root cause of data usage, improved deployment, prevent loss of information
DEVICE SECURITY - Containers and Containerization
Email Container
- All policies and content are tied to the base
administration
- privilege that was granted by the user
- Leverage and control the native communications tools
(email, calendar) through policy configuration
- Virtual Bill of Materials (BOM)
The Concept
- Segregate content and applications into logical
collections (typically business, personal)
- Isolation prevents interaction
- A collection can be added or removed
- Implementations vary…
— A separate app(s) that provide all business functions — A separate “area” of the device for everything business
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Fully manage and support MDM platforms Onprem and cloud SaaS, perpetual or subscription suites
MANAGING 3RD PARTY MDM PLATFORMS
Day 2 Mobility’s expertise extends to managing the console for multiple MDM platforms, integrating it with
- ur complete MMS allowing your organization to focus
- n its core business.
Organizational Requirements:
- End-user support for employees
- Corporate policies (business-side only)
- Keeping track of strategic direction and on-going reporting
reviews
- Self-managed services portal
- Access to customer reports
- Complete platform functionality and new feature review with
each upgrade
- L1 help desk support for client administrators
- Creation of management of new user groups / policies
- Enablement / disablement of devices, users, groups and
policies
- Assignment and management of access permissions to portal
- Resetting and admin of passwords
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MANAGED SERVICE DESK
Reduces cost of support and improves policies and procedures
Day 2 Mobility’s comprehensive service desk solutions add unparalleled responsiveness to mobility support
- processes. Tasks such as identifying users, handling
hardware procurement, and governing ticket resolution are all supported by automated processes. Organizational Requirements:
- End User Help Desk
- Procurement Management
- Process decision trees
- Process documentation
- Service delivery visibility
- Escalation processes
- Customer Satisfaction
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SERVICE DESK BUSINESS REQUIREMENTS
- 12% of mobile fleets will require end user support, every month.
- Average effort for service desk requests: 30 to 45 minutes per ticket
- Service desk requests involve an average of 3 stakeholders internal and external to
an organization.
- Average duration of a service desk request: 1.25 days
- Lack of processes documentation, integrated technology, and trained staff result in
reduced quality of services and increased administrative costs.
Service Desk Metric Key Finding Tickets/Device/Month 12% of Total Fleet Each Carrier Line Generates 1.21 Tickets/Year Hardware Procurement Tickets 30% of Total Volume End User Trouble Incident Tickets 41% of Total Volume Roaming Tickets 21% of the Total Volume Streamlines workflow to enable user requests to be handled quickly, efficiently, and effectively as possible
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― Activation ― iPhone activation locked ― Call display error ― Hardware inquiry ― Adjust device information ― Device is frozen ― Device was wiped ― Email configuration ― Email error ― Texting error ― Suspend or cancel line ― Line change to new SIM ― SIM provision error ― No carrier service ― Network roaming ― Resume carrier service ― Roaming network no service ― Ownership transfer to corporation ― Owner transfer to individual ― Unable to access voicemail ― Voicemail button error ― Wi-Fi Configuration
MANAGED SERVICE DESK SUPPORT SERVICES
Service Level Agreement
- 80% bilingual live call answer
between 6:30 a.m. and 9:00 p.m. ET.
- 90% of voice mail response in 30
minutes or less
- 90% of inbound email requests
responded to in one (1) business hour or less
- Procurement requests are
submitted for business unit approval within four (4) business hours of receipt
- Procurement ordering
submitted for fulfillment within
- ne (1) business hour of receipt
- f business unit approval
22 Service Desk Support Processes
Reduces cost of support and improves policies and procedures
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MANAGED SERVICE DESK PROCUREMENT
Day 2 Mobility’s procurement system enables an MMS to closely monitor each piece of hardware throughout the entire procurement process to ensure devices reach the end user quickly and efficiently. Organizational Requirements:
- New or replacement hardware requests
- Approval processes
- End user self-Service
- Security integration
- Carrier/dealer integration and management
- Financial reconciliation and allocation
- Email deployment
- Supply chain management and visibility
Additional Benefits: Enforces company standards Monitors hardware Ships, monitors and communicates throughout entire procurement process Stages, activates and secures devices
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ISO 27001 PCI-DSS SSAE 16
Certifications
WORLD CLASS – CONTACT CENTRE
Improves end user productivity through quality control and consistency
- Data Centre resides in Canada
- Integrated Information Security
Framework to comply with ISO27001, SSAE16, PCI DSS, contract and other statutory/regulatory requirements
- Dedicated information security team
- Regular security testing and
vulnerability management processes
- Multiple end point security controls to
monitor IT Infrastructure
- Annual external assessment by leading
external certifying and accreditation bodies
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SERVICE DELIVERY DASHBOARD
Monitor Service Delivery
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SERVICE MANAGER ARCHITECTURE
Key Competitive Differentiators
- Single Integrated Software
Platform
- 51 Defined Business Processes
- SLA Dashboards
Fully Managed Through Our Service Manager Support & Governance Weekly Account Review
- Review all open tickets
- Review previous weeks closed tickets
- Update and action plans on any in-progress
account activity
Monthly Account Review
- Account Management Report review
- Account process review (Notes)
- Account policy review (Setup)
- Approval authority review
- Accounting (GL, sub-account) review
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BENEFITS AT A GLANCE
Day 2 Mobility is not limited to select components of your Mobility requirements, we specialize in a total Mobility solution that fits your organization.
- One partner, single point of contact
- Strategic mobile consulting and policy development
- Ongoing best in class support level and tools
- Streamline procurement processes
- Security assurance and policy management
- Enhanced visibility on usage and carrier costs
- Predictable operation expenses (OpEx)
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