IBM MaaS360 remote support

Reduce downtime with remote troubleshooting capabilities, including device diagnostics, remote control, log analysis, and help desk actions. IBM MaaS360 enables Administrators to resolve issues without onsite intervention, improving device availability.

Scenario

Supported platforms: Android

Operators report scanner or application issues that impact manufacturing. Downtime directly affects take time and manufacturing efficiency. Administrators support needs to diagnose and resolve issues quickly without onsite visits.

What IBM MaaS360 does

  • Remote troubleshooting:
    • Real-time device diagnostics and health checks.
    • Remote view and control capabilities.
    • Log collection and analysis.
    • App-level troubleshooting.
  • Help desk actions:
    • Remote lock, unlock, and restart.
    • App installation and removal.
    • Configuration changes.
    • Password reset and account management.
  • Self-Service portal:
    • User-initiated troubleshooting.
    • Common issue resolution guides.
    • App installation requests.
    • Device status checking.
  • Incident management:
    • Ticket integration with IT Service Management (ITSM) systems.
    • Automated escalation workflows.
    • Resolution tracking and reporting.

Implementation steps

  1. Set up remote support infrastructure:
    • Enable remote control features in IBM MaaS360.
    • Configure help desk user roles and permissions.

    For more information, see MaaS360 Remote Support app.

  2. Create support workflows:
    • Document common issues and resolutions
    • Build a self-service knowledge base
    • Define escalation procedures

    For example, Sending a remote session request for TeamViewer attended access

  3. Deploy a self-service portal:
    • Configure user portal access.
    • Publish troubleshooting guides.
    • Enable app installation requests.
  4. Monitor and improve:
    • Track Mean Time To Resolution (MTTR).
    • Analyze common issues.
    • Update knowledge base regularly.

For more information on portal administration functions, device management, software distributions, policy self-service, and device compliance functions, see IBM MaaS360 Portal.

Expected outcomes

  • Shorter MTTR: Faster issue resolution through remote diagnostics
  • Fewer onsite visits: Remote troubleshooting reduces travel costs
  • Higher device uptime: Proactive monitoring prevents failures
  • Improved user satisfaction: Self-service options empower users