And It seems Apple will be taking on more of the responsibility than people previously thought.
According to the AppleCare for Enterprise landing page, Apple is now ready to provide on site training and support for end-users and their supporting IT Department level of training for desktop (supporting mobile) mobile device operation and end-user support, as well as Installation and debugging, troubleshooting productivity software installs, utilizing ‘production is paramount’ priority services matrix that was designed for a support posture that gives the highest level of support to the groups that will require it, over the length of the covenant.
This includes standing up an MDM (Mobile Device Management) solution that a couple of Deployment System Engineers will recommend and submit via proposal once they have completed an on-site assessment. They will spend the next 2 days completing a task order composed of setting up AppleID’s, Macs (for the deployment operations) and control), Configuratior and the Profile Manager on Server, IPCU (iPhone configuration utility), build and deploy the initial set of configuration profiles, and standardize the process needed for the entire deployment to operate with compliance on your Enterprise Network.
They will them train your end-users (and IT Staff to operate, maintain and update that process. AppleCare will monitor the solution for issues, provide tech support on software for everything except proficiency for the following:
Apple-branded Mac apps (Aperture, Final Cut Pro X, iLife, iWork, Logic
Apple-branded iPad and iPhone apps (Find My iPhone, Keynote,
AppleCare Enterprise will also support the post deployment transition with 27/7 phone support on a time un/limited matrix. Scheduled Remotes, incident ticket recording and reporting every month and every quarter after the Program Kick Off. Production support for IT on Yosemite and Server based production configuration, 27/7 with response time @1 hr, while less critical issues are allowed more time.
Device replacement will be the responsibility of IBM Global Technology Services and will provide a range of device replacement options up to 10% of the number of devices, and next day turns.
It’s great to see Apple take such an active role in the deployment of MDM utilizing Apple tools that are very inexpensive but can provide a great solution when the process is configured and trained. Where does this leave its Partners who have been the organic component to provide tiered MaaS as an authorized provider, when Apple was simply content with providing tools and recommending MDM Solutions like
Mobile Iron and others?
The partners and the consultants network who have worked pretty hard to meet qualifications in both number of certified personnel, revenue and insurance requirements is no small task to achieve, just to get a seat at the table and provide Apples Enterprise customer with a reach they couldn’t provide or lacked the interest achieve.
They had a footing that encompassed almost 90% of tablet activations in the Enterprise. While that share of the business market has been whittled away, and Google has aspirations for conquering the business segment of mobile, their declared approach has been IT policy centric instead of end-user competence in common sense mobile computing.
Allowing an IT component to absorb a mobile technology deployment using the ‘when in doubt, lock them out.’ Approach that is prevalent in legacy asset and network policy removes the advantages of increased productivity communication and creativity that mobile applications can provide,.
Finally, the issue of device ownership and administration. The simplicity of configuration, and the ability to change the policy and role of mobile devices is simple and efficient once the profiles have been well their out and planned, for both Mac OS and iOS. Apple should continue to deploy personal devices to enterprise end users with a continued philosophy that a mobile asset, irrespective of who possesses the legal ownership, the authorized end-user should execute authority as an owner and as an administrator and decision maker as to which Provisioning profile that has been approved and certified by an IT policy, can go on the handset next.
The level of support matrix places the effort highest level of support in a phase that costs the same if your staff calls 50 times a day, or doesn’t call at all. Unlimited issue resolution for 90 days in the beginning phase of the deployment. This is where the majority of the issues will occur as the groom the processes. It’s a great time to expose end-users to as much as possible, and take advantage of the directly line to Apple. The incident attrition through training and experience should easily be managed within that time frame.