BoxTone Incident Management Module: Resolve Mobile Issues, Prevent Mobile Outages, Improve Mobile Uptime

You don’t want your first notice of a significant BlackBerry, iPhone, iPad, Android or Windows Mobile service issue to come from your mobile users. Especially if that user is your CIO.

Enter the BoxTone Incident Management module, proven to help IT operations, mobility administrators and messaging teams restore normal mobile service fast -- as much as 70-80% faster – often before mobile users are even aware.

Getting an early jump on an incident is critical. So BoxTone’s Incident Management module makes full use of the BoxTone Core and its SmartMP™ technology to auto-discover, instrument and measure end-to-end the actual real-time performance of mobile devices 24x7, and then creates dynamic baselines for what is normal for every hour of the day of the week.

When performance trends badly away from normal or fails outright, proactive actionable alerts are fired off via email and 3rd party monitoring tools like Microsoft SCOM to mobility support pros you designate (an end to the noisy, mostly irrelevant alerts of other monitoring tools).

The module’s Web-based Operations Dashboard acts as your central dashboard for end-to-end system view across multiple mobility server (like the BlackBerry Enterprise Server)-SQL domains and mail platforms.

You’ll manage mobile users, devices, platforms and applications better with:

• Visual graphics and red indicators that quickly show where the issue is (mobile users, wireless carriers, RIM NOC, mobility servers, Microsoft Exchange or IBM Lotus Domino mail servers)
• Real-time mobility server health via 10 health and performance KPIs graphs including inbound & outbound transaction flow, users with errors, users with pending messages, deliver speed and rescan rates
• One-click fix-it for many service issues, and validation that the fix has helped all affected mobile users
• For tougher issues, simple resolution instructions, backed-up by specific mobile platform knowledgebase documents

What will the BoxTone Incident Management module for managing, monitoring and supporting your mobile users mean to you?

• Proactive alerts to, and resolution of, issues before users call
• Ability to rapidly identify incident scope of impact, root cause and resolution
• Reduction in mean-time-to-repair (MTTR) of 70-80%

To learn more about the BoxTone Incident Management module call us at +1 410-910-3344, email us or use our Contact Us form.