- [Instructor] The HappySignals global IT experience
benchmark report found that with mobile devices,
battery life is the most annoying thing for end-users.
Let's have a look at how modern endpoint management tools
like Aternity and Nexthink
can help you see and proactively remediate such issues.
One key part of the user experience
is the user's technical experience with the devices.
The modern service desk must have visibility
into the totality of the user experience to be effective.
And that means surface desk personnel
must have access to endpoint management tools
like Nexthink and Aternity so they can see
the technical experience or TX portion
of the user's overall happiness index.
Are your users happy?
Well, part of that is their TX or technical experience
with their devices, their laptops, tablets, and phones,
and so on.
They're probably not happy
if they're saddled with bad devices
that lack features and capacity
that are full of mandatory corporate settings
and applications that get in their way.
They're probably not happy if it takes forever for them
to boot or their battery life is short.
They probably aren't happy if the apps they use all the time
are slow and apt to crash.
The TX is a crucial element of the overall user experience
and modern endpoint management tools,
they now provide an unprecedented level
of visibility into it.
If a service desk is going to be responsible
for the user experience full up and in modern, they should,
then they must have access to endpoint management tools
to see and manage the DX
as part of the overall UX.
Modern service desk must have visibility into the full UX
and that requires getting rid of the silos often found
between the service desk and endpoint management teams.
Just as in dev and ops before DevOps,
these teams often have had separate objectives,
separate tool chains, processes,
and separate visibility into situations.
These silos must come down for the modern services
to work effectively with both teams collaborating
on the shared goal of visibility into
and improvement of the user experience.
Here are a couple of TX factors that are important to users.
That they get to choose a device that works for them,
that it's fast enough that the battery life and boot time
aren't a problem,
that the device isn't besotted with bloatware
and that it doesn't crash.
That's not too much to ask is it?
The key question is what insight do you actually have
into these factors?
You'll need moderate experience focused TX tools
to have actionable insights into such things.
Take the scenario in which a low disk space condition
on a user's device slows things down.
You can use a tool like Aternity to automatically remediate
proactively and configure it to notify the user
what the recommended corrective action automatically.
This is much better than getting an inbound call
that never needed to happen.
Even when the user does make contact first,
you can solve faster by validating the user's complaint
by analyzing actual end-user experience.
With a tool like Aternity,
you can troubleshoot user issues more quickly,
remotely and noninvasively
without taking over these machine.
You can execute a remediation action from a runbook,
verify success and send the user on their way.
Another example, with Nexthink,
you can remotely run the script get battery status.
This returns the designated and the actual capacity,
as well as the ratio between them expressing
the battery health as a percentage
where a hundred percent equals fully healthy.
You can gather this information remotely and transparently
with no impact on the end-user,
identifying the end points where battery health
is below a desired threshold and take action proactively
to replace these batteries.
Aternity checks if the battery capacity drops below
a threshold, say 50% as compared
with the vendor's factory settings.
Dropping below this threshold indicates
that full battery charge drains much faster than it should.
If you had a couple of dozen users with this issue,
you could proactively replace the battery
rather than waiting for each of them to call
when their situation is dire.