Putting the “Help” in Helpdesk: NetMotion Diagnostics® and Splunk Integration Provides Real-Time Data
These days, it’s the rare enterprise mobile workforce that employs a single type of mobile platform; employees might use Android, iOS or Windows devices. They’re also frequently connecting over third party networks and using cloud-based applications that fall outside the control of the corporate IT department. With so many variables to consider, helpdesk teams often face significant challenges managing devices or determining the cause when users experience connectivity problems. What they need is a real time, comprehensive view of device and network status information.
Now they have one. This week at .conf2015 (the Splunk user conference) we’ll be demoing NetMotion Diagnostics® 3.10. It works with third-party operational intelligence systems like Splunk (and ships with a Splunk app) as well as others like Kiwi and ElasticSearch to provide real-time lightweight data integration and give IT teams the insight they need to identify and resolve problems quickly. Rather than waiting for time-delayed roll ups and batch reports, Diagnostics feeds live data into dashboards so Helpdesk staff can see and understand what’s happening in the moment.
Take, for example, the common case of an employee losing his phone. For security reasons, IT departments generally disable and wipe devices that have been stolen. But what if it’s not clear whether the device has been taken or just misplaced? Since Diagnostics can feed “last known location” data to a dashboard like Splunk, the helpdesk can easily determine whether the device is currently on the move or direct the employee to the spot where it may have been left behind. This real-time data view can prevent an unnecessary device wipe, saving time and keeping the worker productive or, alternatively, quickly alert the IT department that there’s a potential security risk that needs action.
The Splunk integration data capabilities of Diagnostics can also help IT departments diagnose and address potential problems before they impact the wider mobile workforce. For instance, when a call comes in from a user in the field, the Helpdesk team might note that several devices on the user’s carrier network in that geographic area are reporting lower than normal signal quality and data transfer rates. They can then direct other users to either switch networks or move to an area with better network connectivity. This kind of proactive problem solving keeps mobile workers happy and lightens the load on helpdesk personnel.