One of the things that regularly comes up when discussing ConfigMgr is one of the following:
These are all perfectly good reasons to use ConfigMgr, but I would argue that one of ConfigMgr best uses is actually as an enabler of proactive end user support. What do I mean by proactive end user support? A common proactive activity is when your credit card company phones you after you put in a large purchase on your credit card in foreign country to confirm that you actually performed the transaction. Or you may be familiar with “phone home” features in high-end enterprise SANs, networking equipment and even mainframes.
The idea here is to use information from the environment to allow us to support end-users or our customers before they phone the helpdesk. In fact, I would see scenarios where it is actually the help desk proactively phoning users to let them know that there may be optimizations that a technician can do either remotely or on the machine to assist them and if they would like to schedule a visit.
What are the scenarios where I can see ConfigMgr being utilized with this include (I will be working on these items throughout this series):
While this may seem like a trivial benefit to IT, think of the change in perception it creates with end-users and the business.
This post was contributed by Saud Al-Mishari, a Premier Field Engineer with Microsoft Premier Field Engineering, UK.