Keeping Mobile Devices Up-To-Date

Carmi Levy

3/10/2009

Before the age of wireless, employees worked together in common buildings, their computers connected over wired networks and supported by IT professionals who usually sat down the hall. As mobile technology makes it more cost-effective to work from home-or from anywhere-the very definition of "office" is being rewritten.

And for good reason. Mobility potentially accelerates the pace of business, drives productivity and competitiveness, and reduces overhead associated with physical infrastructure. But it comes with a cost: Now that more workers are separated from the home office by miles or, possibly, oceans, keeping their systems updated with the latest updates, patches, and fixes has become a much more involved process. We've summarized some of the key challenges and their solutions below.

Know What You Have

Keeping an updated inventory of all computing equipment is relatively straightforward when everything is plugged into the same physical network. The target machines-desktops, printers, scanners, peripherals, and other network devices-are almost always on and connected. Regular scans to refresh the inventory database are easy to configure and execute.

Wireless devices, on the other hand, may never connect via the corporate LAN. They may also work completely disconnected from any network for extended periods of time. For traveling employees or teleworkers, conventional inventory management tools and processes won't cut it. Mobile workers require flexible solutions that adapt to life on the road.

Jack Gold, president and principal analyst of J.Gold Associates, says implementing remote asset management tools and processes is a great first step toward regaining control over haphazardly deployed mobile devices.

"Even if you did nothing [other] than deploy asset management tools so you know who's got what and where it is," he says, "it puts you much further ahead than throwing up your hands and saying you don't know what to do, which is what most companies do right now."

Michelle Warren, president of Toronto-based MW Research & Consulting, says a number of vendors are already offering remote-focused device management solutions. Still, she says the ideal solution often depends on which devices need to be monitored and updated. One size does not fit all.

Keep Track Of Disparate Mobile Management Activities

Moving corporate resources off of traditional LAN-connected desktops and onto laptops, smartphones, and other mobile devices makes life more complex for any IT shop. Some functions, such as data synchronization and remote wipe, are completely unique to mobile devices. Others, such as antivirus and firewall solutions, may look familiar, but they require specific setup and management for mobile deployments.

To ensure that your support organization has everything it needs to keep remote users up and running, break down your management requirements into specific categories and make sure appropriate tools and processes are available in each case:

Remote asset management. This capability includes inventory control and proactive management of all remote devices over a wide range of network types. It also provides the basis for remote control of mobile devices-a critical capability for help desk analysts.

Security. This can encompass a range of needs, from encryption and remote wipe/kill to firewalls and antivirus and antimalware solutions.

Software distribution. Document your processes for both installing software remotely and patch management.

Data synchronization. Ensure that any data generated or modified in the field is replicated to corporate infrastructure either in real time or within a reasonable time frame. Automate data backups and syncing to minimize the potential for human error.

Help desk. Make sure external users can connect to your support network just as easily as those located in the office. To better accommodate teleworkers and road warriors, consider adjusting operating hours and implementing Web-based help resources.

When Technology Alone Isn't Enough

Although successfully managing remote devices and users typically requires specific tools, Warren warns against forgetting to include process, as well.

"Process is a critical component to mobile device management," she says, "as it provides the framework for strategically managing it."

Organizations that fail to implement holistic mobile management processes run the risk of inconsistent use of the solution. Machines won't be consistently updated, and they'll expose organizational data-as well as clients and suppliers-to unnecessary risk as a result.

Basically, every time that help desk phone rings, it's costing your company money, time, and productivity. However, relatively small up-front investments in training users to ensure their equipment is properly connected, monitored, and managed pay off in significant reductions in support activity. Thanks to improved online collaboration and training tools, it's easier than ever to distribute training content to even the most far-flung users.

Warren recommends using tools such as webinars to build rich, interactive training sessions that employees can access when it's convenient for them. She also advises implementing a bit of oversight.

"Set a control so that IT can monitor which employees logged in and when for the educational material," she recommends.

Ensure that training encompasses the full range of issues facing remote users, including physical protection of a mobile device; password management; avoidance of unsecured networks; and use of encryption, VPNs, and other data security best practices. Finally, update performance management processes to ensure compliance.

by Carmi Levy for Processor.com

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Keeping Mobile Devices Up-To-Date

Carmi Levy

3/10/2009

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Keeping Mobile Devices Up-To-Date

Carmi Levy

3/10/2009

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