From the course: Advanced Mobile Endpoint Management with Intune

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Defining support operations

Defining support operations

From the course: Advanced Mobile Endpoint Management with Intune

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Defining support operations

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- [Instructor] Support operations is the unsung hero of a mobility department. No one wants to run support, but if it is done well and is flexible enough to adapt, then it is a celebration of user-centric success. Here are some considerations for EMM support teams. First, document. The central effort of all support is clear, operational documentation. The support team needs 100% of the management platform documented so that they know where to go, what to do, and who to ask. The most important, cross-team engaged members should be from the support team, because they should be familiar with the DevOps and EMM teams directly. Notification channels. Use all possible notification channels full stop. Signage across offices, notifications through devices, regular scheduled email, webpages, all of them. If I haven't mentioned one, please use it. Users need to be constantly reminded that you have their back in any technical…

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