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Pave the Road to Unified Endpoint Management

From PCs to smartphones and beyond, managing all devices with a single pane of glass is ahead.

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  • Raj Sabhlok, President, ManageEngine
  • Simo Salmensuu, CEO, Miradore
  • Valtteri Kekki, CTO, Miradore
  • Phil Martin, Director, Information Technology, Montgomery County
  • Rod Ali, IT Manager, McKeil Marine Ltd.
  • Jed Ayres, Chief Marketing Officer, IGEL
  • Simon Clephan, VP Business Development and Strategic Alliances, IGEL
  • Maverick Fernandes, Information Security Office, Kamehameha Schools
  • Ted Zeisner, Manager, IT Client, University of Ottawa Heart Institute
  • 5 anonymous contributors

Your Challenge

  • Desktop and mobile device management teams use separate tools and different processes.
  • People at all levels of IT are involved in device management.
  • Vendors are pushing unified endpoint management (UEM) products, and teams struggling with device management are hoping that UEM is their savior.
  • The number and variety of devices will only increase with the continued advance of mobility and emergence of the Internet of Things (IoT).

Our Advice

Critical Insight

  • Many problems can be solved by fixing roles, responsibilities, and process. Standardize so you can optimize.
  • UEM is not a silver bullet. Your current solution can image computers in less than 4 hours if you use lean images.
  • Done with, not done to. Getting input from the business will improve adoption, avoid frustration, and save everyone time.

Impact and Result

  • Define the benefits that you want to achieve and optimize based on those benefits.
  • Take an evolutionary, rather than revolutionary, approach to merging end-user support teams. Process and tool unity comes first.
  • Define the roles and responsibilities involved in end-user device management, and create a training plan to ensure everyone can execute their responsibilities.
  • Stop using device management practices from the era of Windows XP. Create a plan for lean images and app packages.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should optimize end-user device management, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Identify the business and IT benefits of optimizing endpoint management

Get your desktop and mobile device support teams out of firefighting mode by identifying the real problem.

2. Improve supporting teams and processes

Improve the day-to-day operations of your desktop and mobile device support teams through role definition, training, and process standardization.

3. Improve supporting technologies

Stop using management tools and techniques from the Windows XP era. Save yourself, and your technicians, from needless pain.

Guided Implementations

This guided implementation is an eight call advisory process.

Guided Implementation #1 - Identify benefits

Call #1 - Overview of project and benefits identification.
Call #2 - Optional: Review results of stakeholder input and identify initiatives.

Guided Implementation #2 - Improve teams and processes

Call #1 - Overview of end-user device management roles and responsibilities.
Call #2 - Develop a skills management plan for end-user device management.
Call #3 - Review our considerations for device management processes.

Guided Implementation #3 - Improve toolset

Call #1 - Review Info-Tech’s recommended approach to imaging and apps.
Call #2 - Identify opportunities for consolidating management tools.
Call #3 - Optional: Overview of the infrastructure roadmap tool.

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Identify the Business and IT Benefits of Optimizing End-User Device Management

The Purpose

  • Identify how unified endpoint management (UEM) can improve the lives of the end user and of IT.

Key Benefits Achieved

  • Cutting through the vendor hype and aligning with business needs.




Identify benefits you can provide to stakeholders.


Identify business and IT goals in order to prioritize benefits.


Identify how to achieve benefits.


Define goals based on desired benefits.

  • Executive presentation

Module 2: Improve the Teams and Processes That Support End-User Device Management

The Purpose

  • Ensure that your teams have a consistent approach to end-user device management.

Key Benefits Achieved

  • Developed a standard approach to roles and responsibilities, to training, and to device management processes.




Align roles to your environment.

  • List of roles involved in end-user device management

Assign architect-, engineer-, and administrator-level responsibilities.


Rationalize your responsibility matrix.

  • Responsibility matrix for end-user device management

Ensure you have the necessary skills.

  • End-user device management training plan

Define Tier 2 processes, including patch deployment, emergency patch deployment, device deployment, app deployment, and app packaging.

  • End-user device management standard operating procedure
  • Workflows and checklists of end-user device management processes

Module 3: Improve the Technologies That Support End-User Device Management

The Purpose

  • Modernize the toolset used by IT to manage end-user devices.

Key Benefits Achieved

  • Saving time and resources for many standard device management processes.




Define the core image for each device/OS.

  • Core image outline

Define app packages.

  • Application package outline

Gather action items for improving the support technologies.


Create a roadmap for improving end-user device management.

  • End-user device management roadmap

Create a communication plan for improving end-user device management.

  • End-user device management communication plan