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Zenprise includes an extensive knowledge repository of known messaging issues. The repository is built using a variety of data sources of IT support knowledge. The knowledge includes Exchange and BlackBerry support articles, knowledge collected from BlackBerry and Exchange experts, validated issues reported through BlackBerry support forums, and more. This knowledge is interpreted and encoded into a machine readable format and stored in the knowledge base.
Zenprise automatically provides updates to its knowledge database as new messaging issues are discovered. The updates occur much like an anti-virus program in that updates are automatically downloaded every 6-8 weeks.
Of course, as new versions of messaging software including patches and service packs are released, not only are new few features are released, but also some configurations can break requiring IT to make updates. For example, an Exchange update impacting calendaring my require a CDO.dll update on the BlackBerry server. Without this update, the calendaring function may not operate properly creating lost appointments for end users.
Therefore, it is critical to stay on top of and proactively address new issues that may arise. Without automation, it would be an enormous task for an IT administrator to keep track of all issue. Most likely the administrator would have to wait until an end user complains of an issue before addressing the problem. Zenprise extends the automation model by also automatically updating its knowledge repository as new issues are uncovered. The new knowledge of course is also accompanied by step-by-step resolutions.
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