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Given that there are thousands of potential problems across many components of the mobile service, providing timely resolutions for issues that impact end users can be a challenge. It is therefore critical to employ automation in managing the mobile service.
Zenprise automation works by utilizing an extensive knowledge repository containing thousands of mobile service issues along with detailed resolution instructions on to fix these problems. This knowledge is gleaned from vendor KB articles, IT support documents, and other expert knowledge. This knowledge is machine encoded into troubleshooting workflows which represent automated step-by-step task-based procedures that are similar to how an IT administrator would troubleshoot a problem.
The workflows call out to over 5000+ diagnostic tasks to execute steps of the workflow. Together with monitoring data, the workflows are fed into the ZenPro engine which returns step-by-step resolutions on how to fix the problem
The automation technology is depicted below:
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