Fleet Maintenance - 30

Working with a service provider for mobile device management
An overview of the process service providers
use to analyze and implement a program for
managing laptops, tablets, and smartphones
in a vehicle maintenance operation.
Interested in working with
an outside service provider?
A mobile device management
company can help assess a shop's
needs, suggest and manage the
deployment of these devices, and
assist with after-sales support.
According to VMware group product marketing manager, unified
endpoint management (UEM)
team Aditya Kunduri, an initial
analysis can provide a baseline
for approaching how to manage
mobile devices in the shop. The
first step is to identify the priority
use case. In other words, "What
are the business problems you
are trying to solve that will maximize your ROI?" says Kunduri.
Figure out the challenges currently faced by the operation.
"When you're looking at specific
use cases, I would highly encourage
the [IT department] also look at
use cases beyond just enabling ...
maintenance shop workers, and
think through how they can provide a holistic solution that spans
their IT requirements across the
corporate office and other use
cases as well," suggests Kunduri.
Deryk Powell, president of Velociti,
offers some additional steps
for assessing and implementing
a mobile device management
program for a fleet operation.
Velociti is a technology design,
deployment, and support company.
The company's team of employees
and partner technicians utilize a
Velociti-proprietary application on
more than 400 mobile devices.


* Analysis of business operations,
end-user functions needed,
and analysis of overall device
and application requirements
* Contract start date and
proposed length
* Quantity of devices needed
* Deployment start and
completion timeline
* Device make and model requested
* Accessories needed for
specific use cases
* Connectivity capabilities.
Should the device have cellular
and/or Wi-Fi functionality? If
cellular, which data carrier is
preferred and if known, what
data package is required?
* Solution design. What types of
apps, profile designs, customizations, etc. should be included?
* Does client have a current mobile
device management (MDM) platform/license it wishes to utilize?
» If yes, what is the current
client MDM platform?
» If no, is a specific MDM platform
preferred, or would the client
like recommendations? Some
platform options include Soti,
VMware, Mobile Iron, Maas360.
* Does the fleet prefer to manage the MDM lifecycle services
in-house, or do they prefer it
to be included in the provider offering? Some of these
management tasks include:
» Environment assessment/
» Set up and configuration
» Administration
» Security
» Change management
» Support
» Does the fleet require a 24/7

In addition, can the screen be accessed wearing gloves? "Not all technicians wear gloves,
but not having to remove them to interact
with the device means improved productivity,"
Durabook's Guest adds.
Screen brightness. For technicians working
in very bright environments outdoors, extreme
brightness and glare reduction should be considered. In addition, functionality to adjust to darker
environments under a vehicle can help provide
optimal viewing for users.
Connection capabilities. Does the device
feature Wi-Fi functionality? Does it have Bluetooth
connection capabilities? For mobile technicians,
or personnel that may use their device in and

30 Fleet Maintenance | May 2019

technical support help desk?
If so, who will perform as Tier
1 support (e.g. taking calls
from technicians or primary
device users), and Tier 2
support (e.g. escalated calls
from in-house IT support)?

Map out device application and
infrastructure requirements.
According to VMware's Kunduri,
after identifying the use cases,
determine what will help support
different workloads. Consider
the following questions:
* Do I need specialized or multiple OEM device vendors
that need to be supported
as part of this initiative?
* Do I need to support multiple application types?
* Do I need the public applications
that are available in the marketplace or through independent
software vendors (ISVs)? Or do I
need to build my own applications
using software development kits
(SDKs), which I need to protect?
* Do I have contract employees?
Contract employees might also
be bringing their own devices,
which may need to be secure.
Think about infrastructure
support needs. "We often see
that customers will also need to
think through the architecture
or infrastructure that they need
to support," explains Kunduri.
Consider some of the following:
* Is this multi-tethered cloud
architecture, where I'm supporting multiple locations, multiple
departments, and in many cases
multiple geographic locations
outside the country as well?
* Integration of current IT identity, management, and security tools already in place.


The following is the general stepby-step process used for the
preparation and implementation

outside the shop, does the device have 4G LTE
broadband connection capabilities for fast upload
and download?
Durability. "Technicians tend to treat their
computers like they are tools, so it's best to
select devices that can live up to that treatment,"
Guest says.
"They need to be able to withstand a three- to
four-foot drop to a hard surface without an issue,"
Guest adds, of mobile devices. "The right device
won't need a protective case." He also suggests
reviewing the device's MIL-STD-810G ratings,
which measure unit durability and confirm the
distance for the drop test height.
In addition, consider the temperature ranges

of a mobile device management
program from a service provider,
according to Velociti's Powell:
* Project management.
Create and deliver project
plans to all stakeholders.
Communicate, manage, and
coordinate the project plan.
* Acquisition services. Coordinate
the purchase, receipt, and
inspection of all solution components (hardware, golden
image, MDM, and accessories).
* Provisioning. Configure hardware, end-user credentials, and
applications. Activate WLAN
and WAN, perform connectivity/
voice/data performance testing.
* MDM enrollment. Enroll
devices into selected MDM
provider and install end-user
profiles and applications.
* Staging and kitting. Apply
company asset tags, install/
integrate/charge required accessories. Register, ship, and track
all packages/kits per location
or end-user destinations.
* Delivery. Distribute and
assign devices to users. Train
users how to use devices.
* Post-delivery support. Ensure
device/app monitoring through
MDM and tech support, and that
replacement services are live.


When a device must be sent back
to the provider for service, Velociti's
Powell explains there are generally three options to consider:
* Advanced exchange. Customer
requests a replacement, which
is shipped same-day and the
defective device is shipped back
by customer in the same box.
* Exchange upon notification. Device is shipped after
the shipper notifies that
the device is in transit.
* R&R. Device shipped for
repair, device is repaired
and shipped back.
-Fleet Maintenance staff

in and outside the shop. A device that can handle
extreme heat and cold is beneficial.
Debris resistance. Liquid can be kryptonite
to computer devices. Ruggedized mobile devices
will offer added protection against the occasional
fluid in the shop. "Knowing that you can rinse off
a device that has a soda spill or motor oil on it is
a plus," says Guest.
In addition, general shop environments can cause
issues. Screen and port covers can help protect the
device from debris. "When you are working in a
garage environment the dust ... from other areas in
the garage can be very heavy," Lewis says.
Hard drive considerations. Computing power
and memory is necessary for running different


Fleet Maintenance

Table of Contents for the Digital Edition of Fleet Maintenance

Uptime - Are You Communicating with Employees Effectively?
Trends in Heavy Duty Diesel Engine Oils
Vehicles - Keys to Consistent Liftgate Performance
In the Bay - How Standardized Vehicle Communication Protocols Impact Diagnostics and Vehicle Operation
Shop Operations - Considerations for Mobile Device Usage in the Shop
Training - Where are all the Students Going?
Management - Why the Recent Airline Accidents Should be Concerning
Fleet Parts & Components
Tools & Equipment
Guest Editorial - How Much Do You Spend on DPF Maintenance?
Fleet Maintenance - 1
Fleet Maintenance - 2
Fleet Maintenance - 3
Fleet Maintenance - 4
Fleet Maintenance - 5
Fleet Maintenance - 6
Fleet Maintenance - 7
Fleet Maintenance - Uptime - Are You Communicating with Employees Effectively?
Fleet Maintenance - 9
Fleet Maintenance - Trends in Heavy Duty Diesel Engine Oils
Fleet Maintenance - 11
Fleet Maintenance - 12
Fleet Maintenance - 13
Fleet Maintenance - 14
Fleet Maintenance - 15
Fleet Maintenance - 16
Fleet Maintenance - 17
Fleet Maintenance - Vehicles - Keys to Consistent Liftgate Performance
Fleet Maintenance - 19
Fleet Maintenance - 20
Fleet Maintenance - 21
Fleet Maintenance - In the Bay - How Standardized Vehicle Communication Protocols Impact Diagnostics and Vehicle Operation
Fleet Maintenance - 23
Fleet Maintenance - 24
Fleet Maintenance - 25
Fleet Maintenance - 26
Fleet Maintenance - 27
Fleet Maintenance - Shop Operations - Considerations for Mobile Device Usage in the Shop
Fleet Maintenance - 29
Fleet Maintenance - 30
Fleet Maintenance - 31
Fleet Maintenance - 32
Fleet Maintenance - 33
Fleet Maintenance - Training - Where are all the Students Going?
Fleet Maintenance - 35
Fleet Maintenance - Management - Why the Recent Airline Accidents Should be Concerning
Fleet Maintenance - Fleet Parts & Components
Fleet Maintenance - 38
Fleet Maintenance - 39
Fleet Maintenance - 40
Fleet Maintenance - Tools & Equipment
Fleet Maintenance - 42
Fleet Maintenance - 43
Fleet Maintenance - 44
Fleet Maintenance - Classifieds
Fleet Maintenance - Guest Editorial - How Much Do You Spend on DPF Maintenance?
Fleet Maintenance - 47
Fleet Maintenance - 48