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CHECK 2012 Bridging the Gap for Mobile Devices: Eager Adoption v. Practical Support Emporia State University The Faculty & Staff Support Perspective Cory.

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Presentation on theme: "CHECK 2012 Bridging the Gap for Mobile Devices: Eager Adoption v. Practical Support Emporia State University The Faculty & Staff Support Perspective Cory."— Presentation transcript:

1 CHECK 2012 Bridging the Gap for Mobile Devices: Eager Adoption v. Practical Support Emporia State University The Faculty & Staff Support Perspective Cory Falldine (Director, User Support Services) 1

2 Copyright Christopher Falldine 2011. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. 2

3 Background & Overview Around 6,000 Students 1,000 Employees (FTE & PTE) Mostly Centralized IT 3

4 Centralized IT (…but with Decentralized IT Asset Mgmt.) IT included in Acquisition Oversight Manage through Guidelines, Device Configuration, and Training Primarily a PC Campus (90/10) Before iPads, mobile devices consisted of Blackberries 4

5 Existing Support Strategy University-Owned vs. Personally-Owned Full Support (and acquisition requirements) for University-Owned Limited Support for Personally-Owned 5

6 Mobile Devices – Blurring the Lines Consumer-driven devices make enterprise support more difficult Dozens of models with different OSs Completely Overwhelming 6

7 Mobile Support Strategy Mobile Access to Primary Systems/ Services Building Support Structure Around Most Popular Mobile OS Mobile Device Guidelines Framework to Fit New Devices (Template) Make Information Available to guide 7

8 Mobile Support Strategy Starting from Scratch: First things first, weve got to get it written down. Which services need to be available from a mobile device? What services can we make available right now? 8

9 Mobile Support Strategy Starting from Scratch: Which OSs can be supported for each service right now? Example above for ESU Wireless Network service 9

10 Mobile Device Guidelines Overview Includes – 1.What Constitutes a Mobile Device 2.Contracts (3G, etc.) 3.Security & Encryption (incl. Lost/Stolen Devices) 4.Purchasing the Device 5.Configuring the Device 6.Personal v. Business Use 7.Classroom & Checkout Use 10

11 Apple OS Device Guidelines 1.Choosing Your Device 2.Mobile Contracts 3.Setting up an iTunes Account 4.Downloading/Purchasing Apps (VPP or Unreimbursed) 5.Configuring Device (including Lab, Classroom, and Checkout Use) 6.Syncing/Backing Up Device 11

12 Mobile Device Support 1. Mobile Device Support Guidelines 2. Mobile Device Support Website(s) 3. Mobile Device Support Training 4. Mobile Device Configuration & Support 12

13 Mobile Device Support Example of Mobile Device Support page for Apple Devices 13

14 Moving Forward 14 1.Assist the other sides of the IT house 2.Continue to leverage framework for new mobile devices 3.Engage Colleges & Departments 4.Continued evaluation of MDM solution(s) 5.B.Y.O.D. Policy

15 Questions? 15 Cory Falldine Emporia State University, Emporia, KS

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