Why It's Important to Have an End-To-End Mobile Device Lifecycle Management Plan
Procurement and distribution are just the beginning of mobile device lifecycle management. It also includes your procedures for when a device fails, or there are other problems. If these "Day 2" issues are not planned and mapped, there is a significant risk that the adoption of the solution in the field may suffer, which impacts productivity and, ultimately, ROI.
The most efficient way to minimize downtime is to keep a spare pool of devices that can be quickly swapped out for ones that aren't working properly. Few organizations have "pencil and paper" backup plans, so when a device does fail, it is imperative to have a process in place to quickly replace that device with one fully provisioned and ready to use. You can significantly reduce costs if you have a remote support system in place with a help desk technician who can determine if the device really needs to be swapped out. We'll delve more into support best practices in the third masterclass, but an effective troubleshooting and remote support process can mitigate unnecessary replacements. Stratix data shows that when a user calls into our mobile help desk for support, 85 times out of 100, it is not the device. This greatly reduces replacement shipping costs, spare pool investments, and boosts employee productivity.
Depending on the geographic distribution of your organization, you may want your spare pool on-site or in centralized locations where devices can be quickly shipped overnight to where they need to go. Your system should include getting broken devices back for repair and tracking, so you always know where everything is and its status.
The first part of an efficient repair program is active management. You don't want potentially valuable devices gathering dust somewhere, especially those activated on a network. Part of your organization must be designated to handle repairs with set turnaround time expectations.
Depending on the nature of the needed repairs, you'll either need the necessary in-house expertise or an agreement with the vendor/manufacturer for service. Unexpected out-of-warranty charges can impact your costs, so have an understanding of what's covered and for how long at the device level, not the overall contract level.
This is another area where a partnership with an MMSP can lower costs and reduce headaches. An MMSP will handle repair logistics to get the device to the OEM or do the work themselves. They also offer vendor consolidation, so someone else is managing the relationships, contracts, and tracking warranty periods, etc.
End-of-Life is Important Too
All good things come to an end, and it's the same with mobile technology. Lifecycles are typically shorter for mobile devices. PCs typically last 3-5 years in the business world, but mobile devices average about two. At some point, devices need to be retired, and your mobile device lifecycle management system should include IT Asset Disposition (ITAD) that's set up to do it efficiently and responsibly while recovering as much value as possible. Not having a plan can result in penalties if leased equipment isn't returned on time.
Retired devices can potentially be the source of costly data breaches if they fall into the wrong hands. That means they need to be kept secure and tracked all the way back to where they'll be wiped of any information they contain. Reputable ITAD providers use military-grade wiping and/or shredding procedures with a documented chain of custody.
Even if devices have reached end-of-life for your organization's purposes, they may still have value elsewhere. Once sanitized of your organization's data, many can be resold. The money can offset the cost of replacement technology, and reselling reduces the amount of e-waste going into landfills.
Devices that have no value need to be recycled responsibly. Electronic waste is full of hazardous materials like heavy metals. Not only is recycling the right thing to do, but your organization also doesn't want to end up on the news because of irresponsible behavior. Reputable ITAD providers have an international R2 certification that shows they're following best practices.
IT Asset Disposal
A mobility solution represents a significant amount of capital and organizational resources, so it’s important to get it right to maximize ROI. After design, comprehensive lifecycle management helps ensure that each device is deployed where it needs to go and is ready to go out of the box. It then helps keep devices running and always available to minimize downtime and deliver good end-user experiences. When devices reach end of life, they're disposed of responsibly and in a way to recover as much value as possible.
In our next class, we'll look at best practices for mobile support services, from help desk to how Mobile Device Management solutions are essential for security, efficiency, and reducing costs.
Learn More Opportunity
Read More >
