Quote:
Originally Posted by Orbital199
I'd like to get some feedback from anyone who operates a BES with a large amount of users or manages the BES and BlackBerries for a government agency. I'm trying to better understand what problems other agencies face in regards to mobile communications and see if there's any knowledge I can take back to work to better improve how we operate.
Do you restrict the use of third party applications?
What rules and regulations does your agency enforce for company mobile devices?
What are your user's biggest complaints about BlackBerries and how you choose to manage them?
One of our current problems is that we're being slammed with requests for iphones. Even though we're trying hard to fight it off, the people that are requesting them will inevitably get what they want. It's going to be a support nightmare.
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We setup a Wireless Standard that was published through out the company.
1.) We will only support specific platforms - 8700c, 8800 and 8310 Curve.
The 8310 and 8800 are upgrades and cannot be charged to a corporate credit card - Only personal credit cards can be used to purchase and 8800 or 8310. The 8700c is the standard device and can be charged to a corporate credit card. (this standard is backed up by the highest manager in IT and is inforced)
1a. We will not add a non standard device to the BES.
2.) We will not support any 3rd party applications. If you load a bunch of junk on your BB and call the helpdesk complaining about performance issues and missing messages, we will dispatch a tech but if we find the device has been setup with 3rd party apps we will instruct the end user this is not supported and let them decide what they want to do. (we will request they remove the apps or not support the device) We can drop the ticket if the customer gets unreasonable regarding 3rd party apps and goto our manager and their manager to inforce the policy.
3.) We will support the Inbox, Calendar, tasks, memo and voice. That is it.
4.) We mandate that the end users have to fill out a web form to purchase the device and this form is cleared through our Wireless Services Dept. to make sure they are ordering the correct model type. (No iPhone - no 8820's (wireless)) Also, the web form will tie in manager approval through an add in that is built in on the web ordering form. The end user will also have to provide a company credit card on the form that is debited monthly with the At&t bill each month and the bill sent to the end user billing address.
5.) No High Severity tickets can be open for damaged devices and the end user is responsible for ordering and replacing a damaged warranty device directly from At&t. We will bend this rule and do have parts on hand for quick loaners while the customer is waiting for a replacement device.
6.) End users are responsible for all peripherals, holsters, chargers, batteries etc. etc. We do not carry spares and will ask them to go to the mall to pickup these items.
7.) We do not support Media Manager on the desktop.
7a.) We do not support MicroSD cards and ask that no user place company files on them. (only music and pictures) we are still trying to work through the encryption of the media cards and are still struggling with desktop versions.
8.) We have a mandatory password policy on all devices, no exceptions. And mandatory timeout.
9.) We currently support DM 4.1 and 4.2 w/o media manager. On some VP's we have loaded media manager and bent the rules to accomadate their gadget thurst. We have more work in front of us regarding reworking our specs on what desktop manager we are going to use. ( a tough process as we can't seem to find anyone to take ownership of this issue - Deskside says it is not their issue and have pushed back to the wireless group for guidance)
While this list is nice, some of the VP's, users, and upper managers try and break this list all the time. With the VP requests, this results in a lot of meetings with our IT dept. managers, wireless services managers, Bes Admins, email admins, etc. etc. until our head of IT will speak directly to the VP making the request to discuss and review our process and standards. I am glad we have a good IT manager as we have maintained this for over 3 years and have not strayed too far from this setup. I can't imagine what is going to happen in the near future with the new Bold and Javelin coming out.
Good luck...
H.
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