Streamlining Endpoint Device Repair and Refresh Processes

Streamlining Endpoint Device Repair and Refresh Processes

Endpoint lifecycle management encompasses many processes, each involving various IT and business considerations. Organizations need a well-thought-out framework to manage end point devices effectively.  Core tools need to include your procurement system, finance system, ticketing system, scheduling system and the suite of tools that provide device analytics and management capabilities of your end points.  

Endpoint lifecycle management is a comprehensive approach covering everything that occurs from the time the device is purchased until it is removed from the environment.  Ensuring that not only are your processes fully integrated from start to finish, but it becomes critical that you have taken the time required to properly define and execute an integrated architecture allowing the required flows of data from system to system to achieve your overarching strategy.

In previous posts we’ve addressed endpoint provisioning and deployment and final disposition. Another critical phase of the endpoint lifecycle is device repair and refresh. If not handled efficiently, these processes can create frustration for the user and significant time and money for the in-house IT team.

The Old-Fashioned Approach

When an endpoint device breaks, the user would traditionally have to call the OEM and wade through their troubleshooting procedure. Once the OEM determined that the device needed repair, a ticket would be opened and a tech would come onsite within a day or two. If a part were needed, the tech would have to order it and come back to complete the repair. In some cases, onsite repair isn’t possible — the user would have to mail the device to the OEM.

The user would be without a device for at least a couple of days and perhaps a week or more. Additionally, the OEM repair may not restore the device to full functionality for the user. For example, if the hard drive has to be replaced, all the user’s data is gone and must be restored from backup.

Refreshing a device puts the onus on in-house IT staff to handle the process. A technician must image and configure the new device and deploy it to the user. This may involve a desk-side visit to install the user’s data and update settings.

A Better Way

KST’s advanced exchange program streamlines these processes. If a device breaks, the user simply opens a ticket in your ticketing system. KST will receive the ticket, pull a device from the inventory we maintain for you, and prepare it for deployment. The user will receive a box containing the new device the next day. When the user logs in, the device will configure itself automatically and be ready to use within minutes.. 

The user then puts the broken device in the box and returns it to KST. We will take care of the repair and put the device in inventory so it can be re-provisioned to another user. 

The process for refreshing a device is similar. Our system tracks when a user is due for a refresh. We will send the user a new device that will configure itself automatically upon login. The user puts the old device in the box and returns it to KST. We will then go through the end-of-life process of wiping all data and removing asset tags and other markings. Depending on whether the device has residual value, we will either resell it in the marketplace on your behalf or ensure that it’s properly recycled.  The key is to ensure your asset resale approach is creating value to fund your lifecycle model.

Tracking Every Step

KST works with our clients to ensure they are building out their asset management system and processes to “close the loop”.  If one step in the process does not include a validation that the asset data being tracked is accurate, then you begin losing control of your assets.  The system must know that Mary’s device was broken and she now has a new device. The old one was repaired and placed in the used device inventory at KST. The system knows that John’s device was refreshed and the old one disposed of appropriately. It knows that Ann left the organization and her device was immediately taken out of access and returned to KST for disposition.

This level of detail keeps the asset inventory up-to-date and provides for better reporting. It also ensures that accurate data is fed into financial systems, ERP platforms and other enterprise applications.

KST has developed a streamlined model for handling endpoint device moves, adds and changes. Let us help you enhance the user experience while reducing the cost and complexity of endpoint lifecycle management.