Zenprise Service Manager
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Zenprise is a Multi-award winning solution
"Customers rely on the BlackBerry solution to enhance corporate productivity outside of the office. Solutions from companies like Zenprise can help our enterprise customers maintain service levels in a cost effective and predictable manner as their BlackBerry deployments quickly grow.”
Jeff McDowell, Vice President, Global Alliances, Research In Motion.
“Customers are looking for partner companies that can bridge the gap between their business demands and technology capabilities. They need to trust in a company that can act as an expert adviser for their long-term strategic technology plans. Microsoft recognizes Zenprise as a Gold Certified Partner for demonstrating its expertise providing customer satisfaction using Microsoft products and technology.”
Allison Watson, Corporate Vice President of the Worldwide Partner Sales and Marketing Group, Microsoft Corp
End-to-end coverage of the Mobile Service
The Service Manager module automatically monitors & troubleshoots mobile user & infrastructure problems. Each problem detected is accompanied by step-by-step remedies to fix any issues. 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’s all about the end user
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 pro-actively 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.
Being Proactive: Finding Performance & Availability Issues
The Service Manager module pro-actively detects infrastructure performance issues that adversely impact the user’s experience. For example, Zenprise profiles OS, application, and hardware activity to pro-actively 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 pro-actively 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.