BYOD self-support growing

Enterprise driven self-support systems for BYOD users are a growing trend in the enterprise landscape in the region, but while there have been some successes, it has been within a very tightly controlled framework, according to Gartner.

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BYOD self-support growing Mark Pearce says that a good NAC system should have an element of self-support.
By  Georgina Enzer Published  July 15, 2013

Enterprise driven self-support systems for BYOD users are a growing trend in the enterprise landscape in the region, but while there have been some successes, it has been within a very tightly controlled framework, according to Gartner.

“Self support is a great idea and very common in the region.  Some of the largest and most progressive tech companies have relied on some degree of self support.  One large San Jose enterprise decided in 2010 that they don’t want to manage and support all personal devices at such a granular level.  The problem is enterprises that think they can completely support a very broad range of devices,” says Song Chuang, research director, Gartner.

The capability to quickly respond to and resolve customer issues is the key requirement of any IT support function.  Therefore,  enabling end-users to self-remediate can help IT perform this duty.  However, it is important to keep it simple and straight forward otherwise the end-user experience is likely to be a poor one.

“A well-architected network access control solution should include a process of system-driven notifications to the user of the system. The  notification should include an explanation of the quarantine policy in effect against the end system, and a description of the reason for the quarantine and how a user might remediate the problem. This could be simple instruction on how to go to a patch server or signature update server,” said Mark Pearce, strategic alliance director at Enterasys Networks.

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