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Infrastructure
Datasheet
The Service Manager module automatically monitors & troubleshoots mobile user & infrastructure problems. Each problem detected is accompanied by
step-by-step remediation instructions for the IT administrator. The Service Manager module includes a variety of user based dashboards to enable proactive monitoring of the end user’s perspective. Additionally, infrastructure dashboards help identify issues with servers, 3 rd party networks, and devices.
IT receives proactive notifications for any user specific performance or availability issue. For example, administrators receive notifications for unusually slow mail delivery, third party carrier issues impacting critical users (e.g., Cingular, Rogers, RIM, etc.), mail synchronization problems, to name just a few.
Administrators or help desk operators can additionally drill down into device or user problems that invariably impact service availability or performance. Help desk personnel can proactively view whether a user is in coverage/ out of coverage, whether a user is close to or has exceeded their mail quota, if the user’s password has expired, whether the memory on the user’s device is full, even if the user’s activation failed because they inadvertently entered in the wrong activation password.
The Service Manager module proactively detects infrastructure performance issues that adversely impact the user’s experience. For example, Zenprise profiles OS, application, and hardware activity to proactively detect when degrading performance impacts the mobile service. The performance profiling extends beyond the mobile servers to include profiling of the Microsoft Exchange mailbox servers, Active Directory, DNS, and SQL servers.
Zenprise also proactively identifies availability issues that impact a user’s mobile service. For example, administrators receive notifications for localized or national carrier outages, RIM network outages, LAN/WAN outages. Problems with the Exchange server-- hung M API threads, mail store dismounts, RPC problems, etc.-- result in immediate escalations to the appropriate infrastructure teams. DNS name resolution issues, Global Catalogue or Domain Controller state issues, SQL availability problems all result in proactive notifications to the mobile team or respective infrastructure owners. For every user or infrastructure problem detected, Zenprise provides detailed resolution instructions on how to fix the problem.
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