|Device Healthcare Overview|
The organic solution: Device Healthcare
There is a great precedent for an effective way to handle this problem: your body. When something goes wrong in your body, it doesn't have to wait on the phone for help from a "body support helpdesk". Instead, it has a system incorporated right into its operation that diagnoses the issue, prepares a solution, and applies the solution to the issue. Essentially, your body has a very effective measurement and diagnosis process, and it can look up the problem components against a database of known issues and solutions. (The details are more complicated than this, but the idea is essentially this simple.) Sometimes the process does not provide a solution. That is when you enter the healthcare system, and get help from external resources (essentially using a larger database of solutions) that provides new tools to help the local system address the issue.
HandsFree Networks provides the analogy of the healthcare system, but for device support: Device Healthcare. It sounds like some sort of science fiction story, but in fact it is conceptually rather simple, and is derived from the consistent and effective application of these key principles:
Intellectual propertyDevice Healthcare is so great, then why isn't everyone doing it?
So, you can see that there are a lot of reasons why it took a long time to get to where we are. Fortunately for us, no one else is even remotely close.
The monitoring smoke screen
Vendors for "monitoring" or "managed service" products will undoubtedly tell you that Device Healthcare is no different from what they are doing. Or, that they already do the same functions as Device Healthcare. Or, that they will have this functionality soon. None of this is true.
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