What are the best ways to manage mobile device and application service requests?

1 Define your scope

Before you start processing mobile device and application service requests, you need to define your scope of support. What types of devices and applications are you responsible for? What are the eligibility criteria and approval processes for users to access them? What are the service level agreements and escalation procedures for resolving issues? Having a clear scope of support will help you set expectations, prioritize requests, and allocate resources.

2 Use a ticketing system

A ticketing system is a software tool that helps you track, organize, and document mobile device and application service requests. It allows you to assign tickets to the appropriate technicians, monitor their status and progress, communicate with users and stakeholders, and generate reports and metrics. A ticketing system can also automate some tasks, such as sending notifications, reminders, and feedback surveys. Using a ticketing system will help you improve your efficiency, quality, and customer satisfaction.

3 Implement a mobile device management (MDM) solution

A mobile device management (MDM) solution is a software tool that helps you manage, secure, and control mobile devices and applications remotely. It allows you to enroll, configure, update, and wipe devices, as well as enforce policies, restrictions, and compliance standards. An MDM solution can also provide you with visibility, analytics, and alerts on the performance, usage, and security of mobile devices and applications. Implementing an MDM solution will help you reduce risks, costs, and complexity.

5 Train your technical support team

Training your technical support team is crucial for managing mobile device and application service requests effectively. Your team needs to have the skills, knowledge, and tools to troubleshoot and resolve issues related to different types of devices and applications, as well as to communicate and collaborate with users and stakeholders. You should provide your team with regular training, coaching, feedback, and recognition to ensure their competence, confidence, and motivation.

6 Evaluate and improve your processes

Evaluating and improving your processes is an ongoing activity that helps you optimize your mobile device and application service request management. You should collect and analyze data on the volume, type, source, resolution, and satisfaction of service requests, as well as identify the root causes, trends, and patterns of issues. You should also solicit and act on the feedback and suggestions from your users, technicians, and managers. Based on your findings, you should implement changes and improvements to your policies, procedures, tools, and resources.