Good Technology is launching a new mobile service management solution, Good Mobile Service Manager, for the 1,300 third-party ISV apps and custom mobile apps built on the Good Dynamics Secure Mobility Platform. The new service manager allows companies to have deeper visibility and control of their mobile apps.
Good Mobile Service Manager proactively monitors any app built on the Good Dynamics Secure Mobility Platform. It automatically pinpoints problems across the end-to-end mobile service delivery environment and alerts IT staff to prevent outages before they happen. At the same time, the Service Manager provides capabilities to support staff, ensuring they can respond to help desk calls and avoid lengthy and costly escalations.
Service Manager automatically correlates normal performance across users, groups, platforms, servers, carriers, and services to produce a learned baseline. Predictive analytics pinpoint deviations from the baseline to identify issues before service is impacted. Alerts are provided on potential failures across all components of mobile deployment along with resolution recommendations.
Service Manager integrates with existing enterprise monitoring tools providing a 360 view of the mobility infrastructure. It provides the opportunity to monitor all service quality and performance in real-time across backend systems, mobile servers, NOCs, carrier networks and devices.
The platform allows help-desk staff to solve the majority of support calls the first time, regardless of device or user type. Escalations are decreased by providing level-1 support with instant lookup of users, their devices and apps, status of services and a full historical user-interaction log. Mean time is reduced to resolution (MTTR) by providing support staff with an embedded best-practice knowledgebase for diagnosing hard-to-find problems and one-click resolution of common user issues (e.g., provision device, reset device password, resend IT policy, lock/wipe device, etc.).
Good Mobile Service Manager comes as part of both the Good Collaboration Suite and Good Mobility Suite. More information is available on the Good
website.