However, as any IT veteran knows, not all questions and problems can be covered by even the best KB (and some users won't read the information published even if it answers their question!). So, given that some mobility related questions and incidents will come to your service desk, how can you leverage IT Service Management (ITSM) tools to at least minimize the impact of mobility related incidents?
Of course, the most important component of managing mobility related incidents is the rapid identification of the type and priority of the issue. The more information your team can collect during the submission of the incident, the more likely the incident can be managed quickly and routed to the appropriate person or team tasked with supporting the device or service.
Finally, if your team has invested in Mobile Device Management MDM tools (and if you have a lot of users, you should consider MDM tools) it is important to link these tools to your ITSM system. This integration allows your team to quickly manage tickets by feeding MDM information in to your ITSM system to provide a complete view of the incident.
Image: Flckr, Craig Murphy