One of the things that regularly comes up when discussing ConfigMgr is one of the following:
- How do I find out who did this?
- How do I find out where this is installed?
- Where are my assets?
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):
- Users with very low (e.g. less than 15% free) disk space on their machines
- Users with too many applications in their start-up list(s) in Windows
- Users with too many browser helper objects in IE (especially toolbars)
- Client-side application configuration with DCM
- Outlook Cached Mode
- Windows Desktop Performance settings (VM, Boost Priority)
- LOB App Settings
- Intelligent software license entitlement reviews (ok, this isn’t 100% proactive)
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.