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At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
Good Gets Better with BoxTone Acquisition
Already, 61% of companies deployed a mobile device management (MDM) solution. On top of that, just under 30% of companies leverage mobile application management (MAM), and another 15% plan to roll out MAM. Throw into the mix a file, sync, and share platform for mobile file sharing and document collaboration and you have yourself a robust and complex series of mobile systems. Recently, Good Technology announced its plans to acquire BoxTone to leverage its mobile service management (MSM) systems adding another flavor of mobility management systems to the fold.
Acronyms abound in the mobile management space. MSM is lesser known, but as companies increasingly leverage and build out their mobile systems and device support, MSM will play a heavier roll to help IT keep up with mobile device governance. For example, some of the core components of BoxTone’s MSM offerings include mean time to resolutions (MTTR) reductions, enabling level-one IT respondents to handle support tickets, and automation tools that allow end users to self diagnose and troubleshoot.
With BoxTone’s MSM, Good adds a tool that helps clients manage devices post-deployment, and with Good and BoxTone’s metrics tools IT administrators gain insights into how to make their mobility initiatives run smoother.
The mobile management space is growing as much as it is shrinking. Vendor acquisitions pepper the headlines; IT administrators are increasingly looking to vendor solutions to secure endpoints, and niche services like MSM are tools that vendors increasingly need to offer. Vendors have a fairly straightforward objective: build out end-to-end solutions or fall to the back of the pack. Companies, however, have the arduous challenge of identifying needs, associating those needs with the right tools, and knowing when to hold back (or leverage) certain aspects of mobile management platforms.
MSM streamlines IT operations—allowing administrators to invest more time in strategic planning. For many IT departments this is an attractive feature, but adoption of MSM likely comes down to how Good integrates MSM with its pricing structure and overall offerings. At this point, MSM isn’t mission-critical tool. Accordingly, few vendors offer full MSM. RES Software, however, offers MSM through its IT Store which integrates with third-party vendors such as Citrix and MobileIron. AirWatch doesn’t offer MSM yet. But, as a part of VMware—who has a reputation for IT automation—it’s likely that a flavor of MSM will surface.