best practices for deploying and managing your secure text messaging solution
TRANSCRIPT
DEPLOYING AND MANAGING SECURE TEXT MESSAGING
ROLLING OUT SECURE TEXT MESSAGING
Strategy• Stakeholder
identification• Goals & objectives• Workflows & use cases• Mobile strategy• Policies• Service portfolio &
catalog management
Design•Wireless infrastructure•Data management•Service continuity management•Event management•Integrations•Administrative Configuration
Transition• Knowledge
management• Validation & testing• Pilots• Marketing &
communication• Change Management• Release and
deployment• Retrospective
THE USER’S JOURNEY
OnboardingOff-boarding
Ongoing SupportRegistered for secure texting
Gets initial training
Enrolled in MDM Incident occurs,
needs support
Underutilizing app,needs training
Has questions and/or feedback
Gets new device,needs to register
Gets new positon,leaves organization
Removedfrom system
PRIMARY GOALS
SCALE
SUPPORT
SUSTAIN
RELATED ITSM PROCESSES
Request Fulfillment
Incident Management
Problem Management
Event Management
Access Management
Continual ServiceImprovement
ONBOARDING USERS
BEFORE YOU GET STARTED
Make sure you have a strategic
roadmap
Define your target audience
Update all global settings/
configurations
Ensure supporting IT processes are in
place
And watch Spok’s webinar, ‘Rolling Out A Mobile Solution’…
Allocate support staff
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paging, emergency notification, clinical alerting
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Secure Text MessagingIT > Service Catalog > Secure Text Messaging Resources
Requirements
Cost
Services
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• Spok Mobile QRG• Tips and Tricks• FAQs• Demo Videos• Support and Feedback
• Physicians and Nurses• Exempt employees only• Must have hospital issued
device or signed BYOD• Must have iOS or Android
No cost for this service
Key Benefits
SERVICE CATALOG
DESCRIPTION
KEY BENEFITS
RESOURCES
ELIGIBILITY
• New Request• Device Change• Reassignment• Delayed Messages• Missing Messages• Damaged/Lost Device• Deactivation
Requests & IncidentsREQUESTS
COST
NEW REQUEST WORKFLOWNew registration
User submits request / source sends add, task
assigned
Create and assign messaging device
Register user on server
User installs appUser registers
mobile client and authenticates
Send test messages, train user
SIMPLIFY REGISTRATION WORKFLOWS FOR USERS
INSTALL APP1 REGISTER APP2 AUTHENTICATE3
REGISTRATION
Server registration = userClient registration = user
App install = user
User-Driven
Server registration = ITClient registration = user
App install = user
IT-Driven
Server registration = ITClient registration = user
App install = IT (automated)
MDM-Driven
MDM DEPLOYMENT
1
23
4 5Identify target audience
Configure DeviceSettings
Deploy App
Report onDeployment
Report on device status & compliance
6
7
Manage OS and app upgrades
Remove / uninstallapp
ONBOARDING TRAINING
Train only the essentialsApp basicsNetwork connectivityDevice settingsUse casesWhere to get support
PROVIDING ONGOING SUPPORT
CHANGE REQUEST WORKFLOW New device
Remove app/messages
from old device
User installs app on new device
User uses ‘forgot password’
feature
User registers mobile client and
authenticates
Send test messages
CHANGE REQUEST WORKFLOWDevice reassignment
User submits request, task
assigned
Re-assign device to new user
Remove app and reinstall
User uses ‘forgot password’
feature
User registers mobile client and
authenticates
Send test messages
ONGOING TRAINING AND FEEDBACK
PIONEERS EARLY ADOPTERS
LATE MAJORITY LAGGARDSEARLY MAJORITY
PROACTIVE LEARNERS
RESISTANT LEARNERS
REACTIVE LEARNERS
Advocates and knowledge champions who prefer demo videos and quick reference guides
Users who are willing to look at knowledge material if presented in small doses, but are more likely to look for help when they experience issues
Users who really need hands on assistance from IT and from knowledge champions (proactive learners)
ONGOING TRAINING AND FEEDBACK (CONT.)
PROACTIVE LEARNERS REACTIVE LEARNERS RESISTANT LEARNERS
Quick Reference Guides
Demo videos
Feedback channels
FAQs
Tip of the month
Feedback channels
IT Outreach
Champion program
Roadshows
ONGOING TRAINING AND FEEDBACK (CONT.)
Train On
Delivery Methods
App Usage(registration, messaging,
settings)
Wireless Management
OS Settings(push notification settings)
AppStoreBasics
Policies &Usage
App vs. Other Issues
Workflow
?How To Videos QRG FAQ Demos
INCIDENT WORKFLOWDamaged or lost device
Remove app/messages
from old device
User installs app on new device
User uses ‘forgot password’
feature
User registers mobile client and
authenticates
Send test messages
INCIDENT WORKFLOWMissing messages
User submits request, task assigned
Confirm that no other users are impacted (if
yes, escalate)
Confirm that all messages are missed, regardless of network
and device settings
Unregister and re-register user on server
User registers mobile client and
authenticatesSend test messages
INCIDENT WORKFLOWDelayed messages
User submits request, task
assigned
Run health check and
resolve issues
Check device settings (see next slide)
Verify internet connectivity
(see next slide)
Send test and verify timely
receipt
REASONS FOR DELAYED NOTIFICATIONS AND MESSAGES
1. Push notification settings2. Do not disturb3. Low power mode4. Sleeping devices5. Restricting background data6. Captive portals and web
auth7. Network/firewall restrictions8. No simultaneous voice and
data9. Poor coverage10.Poor wireless architecture
INCIDENT WORKFLOWMajor incidents
Open Major Incident (more than 25 users
impacted)
Attempt to resolve issue (restart
services, etc.) for 20 minutes
Failover System to SMS/Pagers
Initiate Failover Communication
(web banner, messages, emails)
Resolve issue Failback to Secure Messaging
REPORTING
Run verification reports to validate clean,
homogenous, up-to-date and accurate data
VALIDATE DATA
Run reports to show how many users are registered and using
the service
PROGRESS
Run reports to proactively uncover
notification delays and other issues
TROUBLESHOOTING
Run reports to show acknowledgement
response times, compare to targets
OUTCOMES
EVENT MANAGEMENT
Windows Event Logs
ServersUptime, RAM, CPU Usage,File system corruption
Ports443, 8091
CountersProcesses, network, .NET, disk, memory
FoldersExceptions Folder
Windows ServicesSpok MobileSpok Mobile Registration
MANAGING INTERFACES
Review alerts received
Optimize filters
Reduce alert fatigue
OFF-BOARDING USERS
WHEN TO OFF-BOARD A USER
User has left the organization
User is not in any other active roles
User has been removed from source
All constraints have been removed
(pager, on call, billing)
OFF-BOARDING REQUEST WORKFLOW
Request submitted / source
system sends delete, task
assigned
Wipe messages / remove app
Unregister the device
Remove credentials and constraints (on
call, pagers)Non-publish user Place user on non-
available status
Assumes source will remove user and device
CONTINUALLY IMPROVING SERVICES
CONTINUALLY IMPROVING SERVICES
MODES OF INTEGRATION• SMTP• HL7• API• URL
ESCALATION
ON CALL
NURSE CALL
TELEMETRY
VENTILATOR
CLINICAL SYSTEMS INTERFACES
STAFF MEMBERS
PAGERS
REMOTE MONITORING DEVICES
WIRELESS TELEPHONY
SMARTPHONESTABLETS & WEARABLES
END-USER ADOPTION
• Solid wireless coverage• Accurate and complete
directory
User Experience
• Solid wireless coverage• Visibility: Open feedback
and support channels
User Trust
• Sensitivity to preferences for pagers
• Proactively address ’Big Brother’
User Perception
LET’S GET IN TOUCH!
Learn more:
CASE STUDIES VIDEOS
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