ITAM Archive | OTRS

CMDB Software & Tools: Definition, Functions, Examples

Bernd Maus — Thu, 30 Oct 2025 08:20:05 +0000

CMDB Software & Tools: Definition, Functions, Examples

2025-10-30
Bernd Maus

ITAM

Today’s IT landscapes are more dynamic than ever: hybrid cloud environments, containerized workloads, “as-code” infrastructures, and an ever-growing number of SaaS services. Without solid contextual data, IT operations can quickly turn into an IT blind flight: incidents have far-reaching consequences, changes are risky, security findings are difficult to prioritize, and audits cost both time and nerves.

This is exactly where CMDB software (Configuration Management Database) comes in. It consolidates data from discovery tools, cloud APIs, ITAM, APM/monitoring, and DevOps pipelines, normalizes it, and—most importantly—makes one thing visible: the relationships and dependencies between IT resources, from business services to technical components.

What Is a CMDB?

A CMDB forms the data foundation of IT Service Management (ITSM) according to ITIL. It stores not only “What do we have?” but also “How is it connected?” The focus is on service topologies: from business services through applications and middleware to hosts, containers, networks, and cloud resources—including dependencies, versions, and changes.

For IT teams, a CMDB is therefore not just “inventory+” but the source of context for ITSM, SRE/operations, and SecOps. It enables impact analyses before changes, accelerates root-cause analysis in incident management, provides evidence for compliance frameworks (e.g., ISO 27001, NIS2, DORA), and lays the groundwork for automation and policy-driven operations.

What matters is not just the amount of data stored, but its quality, governance, and scope—ideally starting pragmatically and expanding iteratively.

Key Objectives of a CMDB

Transparency across the entire IT infrastructure and service chains through a centralized repository
Risk assessment for changes (impact and blast radius analyses)
Faster incident resolution (root-cause identification)
Compliance and auditability (traceability of configuration changes)

What Are Configuration Items (CIs)?

Configuration Items (CIs) are the managed entities within the CMDB.

Examples of CIs include:

Technical level: Servers/VMs, containers/pods, images, databases, queues, storage, network devices, cloud resources (EC2/VM, VPC/VNet, functions, datastores), Kubernetes objects.
Application level: Microservices, deployments, APIs, software versions, pipelines, secrets/certificates, feature flags, web services.
Service/business level: Business services, SLAs/OLAs, locations, contracts, suppliers.
Security/compliance level: Vulnerability findings, patches, hardening states, policy compliance.

Each CI has attributes (e.g., OS version, owner, environment, lifecycle status) and relationships (e.g., “runs on,” “uses,” “replicates to”). These relationships are key to impact and root-cause analyses and support maintenance, optimization, and compliance.

What Is CMDB Software?

CMDB software is a platform that centrally collects, normalizes, versions, and manages configuration data and CI relationships as a single point of truth. It provides data models, interfaces, automation, and governance mechanisms to ensure data quality and consistency throughout the IT lifecycle.

Typical components of a CMDB solution:

Data model & class hierarchy (CIs, attributes, relationships)
Discovery & import connectors (agent/agentless, cloud APIs, SCCM/Intune, vCenter, CM tools, IaC)
Reconciliation/normalization (duplicate detection, vendor/product normalization)
Change/versioning (history, audit, baselines, snapshots)
Query & visualization (graphs, service maps, impact analyses)
APIs & integrations (ITSM, ITAM, APM, SecOps, FinOps)
Governance & data quality (KPIs, policies, roles/permissions)

With the ITSM solution from OTRS, you maintain complete control over your IT—centrally, transparently, and reliably.

Core Functions of CMDB Software

From automatic discovery to governance, CMDB software consolidates discovery, data normalization, service topologies, change tracking, security/compliance, observability, and reporting.

The result: reliable, up-to-date configuration data with relationships that form the foundation for impact analyses, audits, and low-risk operations.

Automatic Discovery & Federation

Discovery automatically detects assets—via agent/agentless methods, network scans, or API calls (e.g., AWS, Azure, M365). The original source (e.g., cloud account, APM tool) remains the single source of truth; the CMDB references and aggregates the data. Event-based discovery keeps the CMDB current and reduces maintenance effort.

Example: A new EC2 instance is created in AWS. An EventBridge trigger imports it into the CMDB, which adds the EC2 CI and links it to the relevant VPC, subnet, and load balancer. Attributes stay synchronized via the AWS API.

Data Consolidation & Maintenance

Data consolidation merges and cleans data from multiple sources using:

Reconciliation (matching identical CIs via rules)
Normalization (standardizing vendor/product names and versions)
Deduplication (removing duplicates)
Creation of a “golden record” for each CI

This prevents contradictory information (e.g., three OS versions for one server). A golden record ensures reliable data for change and incident processes.

Example: A server appears in vCenter, SCCM, and monitoring. Match rules (serial number, hostname, CMDB ID) link all three to a single CI. The OS version is sourced from SCCM, while CPU/RAM data come from vCenter.

Service Modeling & Topologies

Service modeling defines relationships between CIs across all layers (business → application → infrastructure → cloud) and visualizes them as service maps. Only through these relationships can you understand impact (which services are affected?) and root cause (what caused it?)—and take action.

Example: The “Checkout” business service consists of a webshop, payment API, and database. When the database cluster fails, dependent applications are marked in red, and the “Checkout” service shows reduced availability.

Change Integration (ITIL/DevOps)

Change integration links changes/releases with affected CIs, sets baselines, detects drift (unplanned changes), and supports CAB approval.

Since changes often cause incidents, CI relationships help assess risk and blast radius before implementation and define mitigation measures.

Example: Before a database patch, the change form automatically performs an impact analysis on all dependent microservices. A policy-as-code rule blocks deployment if no current backup baseline exists.

Security & Compliance

Security and compliance functions link CIs with policies/benchmarks (e.g., CIS), assess exposure to vulnerabilities (CVEs), and generate audit evidence (SOX, ISO 27001, NIS2, DORA).

Security and compliance require context—only CI relationships reveal which vulnerabilities truly affect critical services.

Example: An OpenSSL CVE is reported. The CMDB queries all CIs with the vulnerable version, displays affected business services, and prioritizes patches based on criticality or SLA.

Observability Integration

When APM data, logs, and metrics are enriched with CI context, the system automatically knows which CIs and services an incident affects. Monitoring and tracing alerts update these relationships.

CI context drastically reduces MTTR (Mean Time to Repair):
Support teams can immediately contact the responsible owner and access all dependencies and recent changes.

Example: An alert “Response time increasing” for the payment API is linked to its database instance and yesterday’s schema change. The on-call process starts, and responsible owners are notified.

Reporting & Governance

Dashboards showing data quality (completeness, freshness, duplicates), ownership models (who maintains each CI), and roles/permissions (RBAC/ABAC) provide essential oversight. Without proper governance, data ages and loses trust. KPIs are vital for keeping a CMDB operational and audit-ready.

Example: A “CMDB Health” dashboard shows: mandatory attributes ≥ 95%, stale rate < 5%, duplicate rate < 2%. If thresholds are breached, the CMDB automatically creates a ticket for the responsible CI owner.

Purpose and Benefits of CMDB Software

A CMDB software delivers major benefits for effective IT management—from operations to security and compliance:

Faster incident resolution (MTTR):
Correlation of incidents with affected CIs/services and targeted escalation.
Improved change management:
Impact analysis before deployment, controlled releases, fewer outages.
Transparency & architectural control:
Identify shadow IT, drifts, and dependencies.
Compliance & auditability:
Complete history and regulatory evidence.
Cost & capacity optimization:
Detect duplicates, identify underused resources, promote reuse.
Security:
Rapid identification of affected services during CVEs; prioritize patches by business impact.
Foundation for automation:
“Source of context” for runbooks, self-healing, and policy-as-code.

Discover the benefits of our ITSM solution—more visibility, less effort, maximum control.

Success Factors for Effective CMDB Usage

Define a clear scope and gradually expand the data model, starting with key services instead of a “big-bang” rollout.
Use few, reliable data sources (Cloud APIs, APM, CM tools) at first, then expand over time.
Assign data ownership by class/attribute for quality, security, and access control.
Define quality KPIs with thresholds to enable proactive issue resolution.
Automation is key to maintaining consistent data quality and reducing manual work.
Governance and training form the foundation for secure CMDB management—covering ownership, modeling guidelines, naming conventions, and definition-of-ready/done (DoR/DoD) principles.

CMDB Software vs. CMDB Tools

A CMDB software is the central platform (system of record) for configuration data and relationships.
CMDB tools, on the other hand, are specialized utilities that feed, enrich, validate, or visualize CMDB data.

Aspect	CMDB Software	CMDB Tools
Purpose	Persistence, data model/classes, relationships, versioning, roles/rights, audit	Specific tasks like discovery (agent/agentless, cloud APIs), normalization, deduplication, license/vendor mapping, service modeling, visualization, data quality, ETL/connectors, IaC federation, drift detection
Outcome	Unified “source of context” for ITSM/SecOps/DevOps	Higher data quality, up-to-date topologies, faster maintenance
Properties	Scalable DB/graph, API, governance, lifecycle, reconciliation engine	Often modular/interchangeable; can run in-suite or standalone
Responsibility	Operations/architecture, clear data ownership per CI class	Varies by function (network/cloud/app teams or data stewards)

In practice:
Without CMDB software, there is no consistent data foundation or governance.
Without tools, the CMDB remains empty, outdated, or inconsistent.

Selection guide:
Choose your platform based on data model, API openness, governance, and scalability.
Select tools based on source coverage (cloud/SaaS/on-prem), accuracy, match rules, automation, and cost.

CMDB vs. IT Asset Management (ITAM)

A CMDB “knows” what is connected and why. ITAM “knows” what, where, who, and how much. In modern environments, they complement each other, often with bidirectional synchronization.

Interested in learning more about the integrated CMDB in our ITSM solution?

Conclusion

A modern CMDB software is more than just an inventory—it provides context across dependencies and services. This context is the foundation for stable changes, rapid incident resolution, effective security response, and reliable compliance evidence.

In combination with ITAM, it provides a complete picture: value + context. Success depends not on the amount of data, but on clear scope, data quality, automation, and governance.

Bernd Maus

ITAM

Device Management Software and Its Connection to Service Management

Tobias Kortas — Tue, 26 Aug 2025 06:46:50 +0000

Device Management Software and Its Connection to Service Management

2025-08-26
Tobias Kortas

ITAM, ITSM

Modern IT landscapes are complex—and growing even more so. Countless assets and a wide variety of devices are managed by IT teams. At the same time, the business expects IT to deliver strong services.

A dedicated Mobile Device Management (MDM) solution is not only a key component for handling these challenges effectively. It also enables outstanding monitoring, significant time savings, and a high Return on Investment (ROI).

This article outlines how device management software creates real added value. It considers the benefits of pairing MDM solutions with a ticketing system. The article examines its role in IT Service Management (ITSM) or Enterprise Service Management (ESM). Finally, it gives an overview of various budget considerations.

What Is Device Management Software Today?

Mobile Device Management refers to software solutions and related strategies that efficiently manage, monitor, and secure endpoints regardless of location or operating system. Endpoints are devices such as laptops, tablets, or smartphones. Intelligent device management means that devices running in the environment are remotely identified, monitored and maintained.

Integrations with other tools are essential to gain a holistic view of IT environments. In addition, automation provides smart ways to save valuable resources.

Connections and Overlaps

Mobile Device Management is part of IT Asset Management (ITAM). Today, MDM is evolving into intelligent endpoint management. This combines MDM with customer management—leveraging AI-driven analytics and increasingly relying on automation.

In modern IT operations, it makes sense to connect device management with IT Service Management (ITSM). Device management helps support hardware. ITSM supports service processes. Request management, problem management, incident management, or change management are examples of service processes.

On this basis, IT environments can be managed holistically with ease.

ITSM becomes Enterprise Service Management (ESM) when its principles are extended to other areas of the business.. Device management also complements ESM. It helps teams manage both services and technology through a central platform, structured processes, and clear responsibilities. While ESM orchestrates services, MDM becomes a crucial service component (more on this later).

Key Functions—and Their Role in Providing Services

When combined with service management, Mobile Device Management brings several significant practical advantages. Even small teams can gain a surprisingly good overview of large diversified IT environments.

After device enrollment, MDM functions and service management work together to offer a number of benefits.

Device history and inventory data: Tckets can be auto-populated with prior device information. This could include device properties or earlier service cases. This saves time, provides clarity, and marks the first step toward adequately resolving a support request. It also helps technicians understand if someone is using a personal device.
Software and patch management: Installations, updates, and patches can be managed across many devices through MDM software. This helps proactively avoid disruptions which aligns perfectly with proactive problem management. Teams can eliminate root causes before they lead to problems and incidents.
Remote maintenance: Being able to easily maintain devices remotely is essential in MDM. For instance, if a device is lost or stolen, teams can make sure work data is not compromised by remotely wiping the device. When done reliably, first-level support experiences huge relief, as users contact support far less often with maintenance issues.
Automatic escalations: Device security is easier to manage. For instance, if devices violate security or compliance policies, automatic escalations can be triggered. This resolves issues as quickly as possible.
Policy management: Policies can be directly integrated into change management processes. This includes information on how devices, apps, and data should be used.

Integration with a Ticketing System

It’s already clear that Mobile Device Management has strong relevance for service management. To make work easier, the mobile device management solution should be integrated with a ticketing system.

Here’s how integration with a ticketing system makes sense:

Relevant device information is automatically available in tickets through a shared data foundation.
Events within MDM tools automatically trigger ticket creation.
Response times and SLA (Service Level Agreement) compliance improve.
Self-service portals can integrate device-related content (e.g., tailored suggestions for a “slow device”).

The combined power of device management and a ticketing system propels IT teams forward.

The key lies in having all device data and service processes in view. In this way, teams can act efficiently and logically.

Device Management in the Context of Enterprise Service Management (ESM)

Device management software plays an increasingly strategic role in Enterprise Service Management (ESM). It benefits the IT department but all other areas of the business.

A typical example is employee onboarding. HR initiates a service request. By using device management, IT can automatically provide, configure, and deliver the appropriate device. At the same time, these steps can be documented, managed, and tracked through the central ticketing system.

This is an excellent example of ESM in action.

In short: When device management is systematically integrated into the ESM platform, seamless, end-to-end processes emerge that increase efficiency and transparency across the enterprise.

IT saves time and is positioned as a driver of strategic services. IT becomes the heart of the digital organization.

AI in Device and Service Management

Artificial Intelligence (AI) holds a prominent place in service management. But it also optimizes and accelerates processes in device management.

Several use cases for AI come into play. For instance, device and ticket data can be used to generate predictions that support maintenance processes. AI also enables intelligent routing decisions in device management, such as when certain device types are frequently affected.

In service management, AI applications help in many ways. They can:

classify tickets,
generate responses,
provide real-time translations, or
perform sentiment analysis. Sentiment analysis gauges the emotional tone of inquiries.

AI creates numerous opportunities. It accelerates processes. It helps teams handle higher volumes, achieve better results, and generate forward-looking insights. The potential in this area is far from fully realized.

How Integrated Device Management Software Helps Save Budget

Using resources intelligently, acting efficiently, achieving Return on Investment (ROI): these have always been important in business. Today, they are even more critical due to increasing market pressure.

When organizations ask whether to implement an MDM solution, budget is taken into account in two ways:

The solution must be worth its price. The price includes the acquisition cost. It also includes factors that go into Total Cost of Ownership, such as training or maintainance.
The software should pay off and generate more financial value than it costs. Ideally, benefits such as productivity gains, automation, or error reduction should outweigh the expenses.

This is precisely what integrated device and service management achieves:

By reducing manual effort (e.g., in incidents and problems), support costs decrease.
Proactive monitoring extends device lifespans, reducing the need for costly replacements.
By providing key context information, device management enables faster and more comprehensive problem resolution.
License and asset management are optimized, ensuring licenses and devices are used more efficiently and in a coordinated manner.
Transparency on device status and usage enables well-founded, targeted investment decisions.
Remote device management makes it easier to enforce security, thus protecting the business from potential fines.

Conclusion

Device management plays a crucial role in IT operations and strongly overlaps with ITSM and ESM. It can also be described as the data-driven backbone of AI-powered automation.

Efficiency, security, and cost control are pressing topics—heavily supported by intelligent, integrated device management. That’s why it makes sense to integrate device management with a ticketing system or an ESM platform. It saves costs long-term, unifies processes, and maintains a holistic overview of IT-related workflows.

At the same time, device management remains a vital subcategory of IT Asset Management. It enables comprehensive device administration and application management regardless of location and operating system. This creates the foundation for fast remote support, delivers valuable automation, and ultimately saves considerable time and money.

Organizations that successfully leverage MDM software solutions to manage devices lay the foundation for intelligent data use and integration with ITSM and ESM processes. This includes automation and AI benefits.

Tobias Kortas

ITAM, ITSM

What is a CMDB?

Tobias Kortas — Thu, 03 Apr 2025 06:38:36 +0000

What is a CMDB?

2025-04-03
Tobias Kortas

ITAM, ITSM

A Configuration Management Database (CMDB) is a foundational component for optimizing IT Operations Management (ITOM) and delivering IT services in a structured and transparent way.

By providing a single source of truth about IT assets and their interrelationships, a configuration management database enables better decision-making and prompt action. This article explains what a CMDB is, how it works, and why it’s such a powerful tool.

Configuration Management Database: Background

Organizations face the challenge of using a CMDB effectively and profitably. This requires a clear understanding of what a CMDB is as well as the key concepts and terms associated with it.

Definition: CMDB

A CMDB is a centralized database that manages and stores information about IT assets, known as Configuration Items (CIs). By mapping relationships and dependencies between IT components, a configuration management database enables organizations to understand, control, and optimize their IT infrastructure.

Its core purpose is to improve transparency across IT services. It simplifies incident resolution and change management, streamlines IT processes, and makes better use of resources.

This centralized management system is critical for proper security and compliance. It helps improve the business’s security posture by offering one place to find weaknesses and prioritize threats. Additionally, any time a CI is changed, the change is documented. This creates an audit trail that is used to verify compliance when necessary.

Configuration Items (CIs): What They Are

If the CMDB is a master list, Configuration Items (CIs) are the entries within it. These include all IT infrastructure assets — hardware and software assets, networks, services, and documentation. In addition to attributes such as name or status, the relationships between CIs are key to identifying dependencies.

Examples of Configuration Items:

Laptops
Servers
Operating Systems
Cloud Resources
Applications
IT Services
IP Addresses
Processes
Contracts and Software Licenses
Users and Roles
Service Providers and Vendors
Service Level Agreements (SLAs)

Technical and Non-Technical Items

Although CIs are often associated with technical assets, non-technical items are equally important. For instance, identifying which users, customers, or locations are impacted by certain incidents is essential. Including both technical and non-technical CIs ensures the configuration management database accurately reflects the real IT environment.

The Role of a CMDB in IT Asset Management

Configuration management is a discipline within IT Asset Management (ITAM) with a unique focus: identifying dependencies. As the number of assets grows, so do their interconnections.

Dependent assets are most relevant to a CMDB. Yet, even standalone assets can be CIs if they are critical to IT services. The decision to include an item in the configuration management database should be based on its relevance to IT operations.

CMDB and Ticketing Systems

Configuration management tools work best when integrated with a ticketing system. For example, during an incident, the ticket holds details of the issue. The CMDB provides context about the affected CIs. When linked, these systems offer a complete overview, enabling teams to act quickly.

Together, they form a powerful combination in IT Service Management (ITSM). The CMDB supplies the data and context. Meanwhile, the ticketing system connects incidents and requests to relevant CIs for efficient resolution.

Using a CMDB

To implement a CMDB effectively, it’s important to understand its features, advantages, and challenges.

Key Features

A configuration management database is more complex than it might initially appear. It provides a transparent, centralized view for improved decision-making and structured incident, problem, and change management.

There are many benefits of a CMDB, including:

Holistic Overview: Offers a centralized view of the IT infrastructure with normalized and aligned data.

Flexibility: CIs can be added manually, via integration, or automatically.

Faster Resolution: Speeds up issue resolution and minimizes risk.

Impact Analysis: Highlights how changes or outages affect other systems.

Data Quality: Supports up-to-date, accurate, and complete data.

Access Control: Role-based permissions protect sensitive data; audit logs track activity.

Dashboard Insights: Provides an overview of CI status, changes to asset data, and costs.

Benefits

Transparency and centralized data offer significant advantages. A CMDB prevents information silos and outdated data, ensuring up-to-date insights into assets and their dependencies.

Key benefits in core ITSM practices include:

Optimized Change Management

A CMDB supports secure, efficient change management. It helps assess risk by identifying affected assets, systems, or users and clarifying potential impacts. Documentation allows tracking and correlation with other events.

Streamlined Incident Management

With visibility into dependencies, teams can identify root causes, assess impact, and resolve recurring issues more effectively. Incidents can be analyzed in the context of affected assets over time.

Proactive Problem Management

A configuration management database helps uncover the root causes of recurring incidents and implement lasting solutions, improving IT stability. It documents changes, incidents, and workarounds to support proactive management.

Improved Business Decisions

The insights from a CMDB help forecast bottlenecks, identify optimization opportunities, and support lifecycle planning for upgrades and investments. CI data enables informed budgeting decisions.

Efficient Accounting

Financial planning requires accurate documentation. A CMDB simplifies this by providing clear overviews, enabling proper cost allocation and financial tracking.

Common Challenges

A CMDB is only effective if maintained properly. Many organizations struggle to do so. They may have inadequate processes, missing or outdated data, or an unclear scope of what should be included.

To address these challenges:

Ensure all CIs are complete, accurate, and current.
Make ongoing CMDB maintenance part of the team’s routine. Establish a configuration management process and ensure it’s governance.
Avoid overcomplication—structure and clear processes are essential.
Integrate the CMDB with ticketing, monitoring, discovery tools and asset management tools.
Clearly define access permissions and change protocols.

CMDB Software

To build an effective CMDB, the right software is essential. Without it, configuration management becomes difficult, and critical insights are lost.

Why CMDB Software Matters

Without specialized software, CMDB data may be scattered, un-documented, or locked in employees’ heads. A solid CMDB tool centralizes data, supports clear understanding of dependencies, and enables quick, effective decision-making.

Key Features to Look For

Integration with Ticketing Systems
When integrated with a ticketing tool, a CMDB enhances visibility and accelerates resolution by linking tickets with relevant CIs.

Benefits include:

Faster root cause analysis
Improved ticket handling through instant access to relevant data
Better decision-making with access to comprehensive incident/change history
Proactive measures thanks to a complete view of dependencies
More accurate impact assessments

Scanning and Automation
Automated scanning ensures up-to-date information. Ideally, the tool should support automated import/export to simplify data handling.

Visualization
Good CMDB software visualizes data, making relationships easier to understand and interpret. This supports accurate diagnostics, planning, and decision-making.

Dynamic CI Selection
When the system functions as both a configuration management database and a ticketing tool, users can directly assign assets to tickets. This streamlines incident documentation and resolution.

Integrated Monitoring
Effective CMDB solutions support monitoring by showing real-time status and flagging anomalies. Linking monitoring tools to CI data adds context to alerts. In some cases, the system can also notify users of critical changes or failures.

Conclusion: A CMDB Brings Clarity and Control

A Configuration Management Database (CMDB) is a powerful asset in IT Asset Management (ITAM). It centralizes data on Configuration Items (CIs) and visualizes dependencies, turning abstract IT landscapes into clear structures.

Beyond visibility, a CMDB actively supports key ITSM processes like change, incident, and problem management, while improving planning and accounting. When properly maintained—with accurate data, clear structure, and defined permissions—a CMDB simplifies everyday IT operations.

The right software adds value through automation, visual clarity, and monitoring integration. Its synergy with a ticketing system is especially vital for linking incidents and changes directly to affected CIs.

Tobias Kortas

ITAM, ITSM

Mobile device management: definition, applications and best practices

Tobias Kortas — Tue, 05 Nov 2024 08:15:44 +0000

Mobile device management: definition, applications and best practices

2024-11-05
Tobias Kortas

Best Practices, Digital Transformation, ITAM

What is device management?

Device management means that people in charge, usually IT administrators, provide, set up, and monitor applications for devices. These devices include desktop PCs, laptops, tablets, and smartphones. They also take steps to prevent issues, like performing updates.

This includes the following areas:

Configuration management: setting up and customizing devices
Security management: enabling adequate protection, for example through updates, firewalls, encryption, or geofencing
Monitoring: monitoring the status and use of the devices
Support: supporting users by providing instructions and resolving problems and incidents
Compliance: ensuring that all devices comply with regulatory and internal guidelines

Definition: Device management

With good device management, companies can run their IT operations smoothly. They can also gain control and security. This allows them to act strategically and use their IT resources effectively.

A device management server often works with an application on the client device. It can also delete contact data and other settings. This is useful for lost or stolen devices, as well as for devices of terminated employees.

Why device management is so important

Device management offers excellent control over an unlimited number of devices. Enterprise mobility management (EMM) professionals save time and reduce stress by having secure, reliable, and up-to-date information. They also benefit from a clear overview of devices. In addition, thanks to remote maintenance, automatic provisioning and zero-touch provisioning, those involved can act from anywhere.

A key factor is that automation reduces downtime and manual effort. This helps both IT teams and their clients. It makes everyday life easier. Tedious processes and time-consuming IT problems become things of the past.

With better device management, organizations save money. They use their devices and applications more effectively. This helps employees use their time more efficiently.

Security benefits

Good device management greatly improves security. Administrators gain better control and can act quickly in emergencies. This helps protect against data loss, malware, and unauthorized access.

In terms of security, teams can:

Respond to security incidents and anomalies in real time
Remotely lock or wipe stolen or lost devices
Enforce password requirements, encryption or device shutdowns
Prevent unauthorized apps and software from being installed
Manage updates centrally to fix vulnerabilities

Mobile Device Management

When discussing device management, people often mention mobile device management (MDM). MDM focuses mainly on mobile applications and devices.

What is mobile device management?

Mobile device management means that IT administrators manage and secure mobile devices such as laptops, smartphones or tablets. Important requirements include the ability to remotely control and configure devices, install applications on them, and lock and secure stolen or lost mobile devices.

Companies generally accomplish mobile device management by using a special device management solution.

MDM software

Those responsible often use special software for mobile device management (MDM). It’s hard to manage many mobile devices in an organization. A dedicated system is almost necessary for this task.

Organizations also use this to save time, improve security, and make the best use of money and resources. MDM solutions should help by giving a clear overview, automating some tasks, and allowing bulk actions.

MDM tools focus on the following activities:

Distributing and managing apps
Monitoring device activities
Implementing restrictions and blocking activities
Determining the locations of mobile devices (geolocation)
Checking installations
Complying with security guidelines

Use cases for mobile device management

There are many industries, organizations and companies for which efficient device management is extremely important. This is even more important when many devices are in use. There are often many applications and information on these devices. A strong need for security also exists.

Scenarios like devices infected with malware or viruses can let hackers access sensitive data. These situations are not just a fantasy. They are all too often a reality.

Tobias Kortas

Here are some striking examples of how companies use mobile device management in a dedicated way.

Example #1: School

A school manages the devices for students and teachers. This includes setting restrictions, using geofencing, and automatically installing updates. For example, the administrator can install or block apps on student tablets used in class. They can also update the devices, limit Internet access, or lock lost devices from a distance.

Example #2: Enterprise

A large company uses device management to optimize its own IT processes and manage numerous implementations simultaneously. One challenge is separating corporate data from personal data on employee-owned devices. Another challenge is enforcing strong security policies on all devices.

Example #3: Government agency

A government agency needs a safe digital space. This space should allow for easy device management and smooth daily operations.

For example, this could mean properly securing all official laptops that hold confidential citizen data. You can do this using a mobile device management solution. This works with encryption, regular updates and patches as well as blocking unauthorized applications

Example #4: University

At a university, lecturers, staff and students use many different devices. With mobile device management, you can efficiently manage all of these aspects, including comprehensive security and usage restrictions. An important task is to make sure students can access academic resources. This includes e-learning platforms and library databases.

Example #5: Medium-sized company

A medium-sized company wants to improve the security of its devices. It also wants to keep them in good condition. Additionally, the company aims to solve any IT problems quickly and effectively. For example, a company might equip its field staff with laptops and smartphones.

Now, companies must install and update apps and software, like CRM or project management tools, on all devices. A dedicated mobile device management solution guarantees that everyone involved can work effectively, securely and conveniently.

BYOD and MDM

The BYOD principle is important in today’s corporate world. This world values flexibility, agility, and different ways of working.

What is BYOD?

The idea of “Bring Your Own Device” (BYOD) is popular with younger workers. This means they use their own devices for work. It offers a high degree of flexibility and freedom, but also mixes work and private life (work/life blending).

IT administrators face a challenge. Devices not owned by the company are very hard to manage and control. This leads to the need for professional device management that includes both company-owned and employee-owned devices.

A key challenge with BYOD is to clearly separate personal and work data on a device.

How mobile device management supports BYOD

Although BYOD is a challenge for companies, it is by no means a hurdle. Measures can be taken to adequately prepare for this.

It is clear that dedicated mobile device management is the best way forward. This approach helps monitor, control, and manage many devices effectively. This guarantees secure, controlled and legally compliant use of private devices in the corporate environment.

This way, the onboarding of company-owned devices and employees’ personal devices can happen smoothly. Administrators can configure them with the necessary and desired settings while ensuring security at all times.

More security

Device management solutions make it possible to securely integrate personal devices into a company network. This works by using methods like encryption, strong password protection, and remote wipe. Remote wipe deletes data if a device is lost.

Access management

Sophisticated mobile device management makes it possible to effectively control who has access to which company resources. This effectively protects sensitive data and prevents unauthorized access. It also helps to keep track of the device inventory.

Separation of data

A good device management solution keeps professional and personal data separate on a device. This way, you keep company data secure and protect personal data.

Monitoring

IT administrators can monitor activities on private devices used for work. This allows them to intervene quickly if any problems arise.

Compliance

By consistently applying compliance and data protection requirements, private devices also meet the same compliance requirements.

Device management solution: important management features

Device management is a field for which companies usually use a dedicated software solution. It is therefore important to take a closer look at the characteristics that make for an appropriate solution.

The following are the most important functions that a device management solution includes.

Multi-platform device management

This is about mobile application management – distributing, updating and managing software across different platforms. The main benefit is the independence and mobility it offers. Devices can be managed anywhere and anytime. They can also work with different operating systems.

Device monitoring and tracking

Administrators receive real-time information on device statuses, usage patterns and locations. This means they can see everything important at all times. They can also track what is happening with each device.

As a result, they can often access a device remotely and take logical action. For example, admins can block certain apps or update devices with just a click.

Remote support and troubleshooting

Having remote access to devices and being able to initiate the right measures is a huge advantage. It means that IT teams can support the end user quickly and effectively with remote access in the event of problem. This is a big productivity boost, because unresolved IT problems can slow down individual users and whole groups.

Security and compliance

Adequate mobile device management makes everyday life easier and makes the work of IT administrators much more effective. It has a clear and direct impact when things become serious, especially regarding security. If someone steals or loses a device, you can block and delete it remotely. Encryption and the enforcement of passcodes also increase security and compliance.

Zero-touch provisioning

Process automation makes sense in many areas. In this case, software and updates are on an MDM server. This server can automatically or on-demand send updates and installations directly to a device.

Everyone involved has to invest significantly less time and effort. You can carry out configurations with minimal effort.

Find out how OTRS can help you with device management.

Best practices for
device management

Organizations can benefit from device management in many ways. They can save time and money, improve security, and ensure compliance. Device management also helps with scalability.

The best practices mentioned here show how professional device management can be better implemented and its benefits maximized.

Best practice #1:
Use geofencing

Geofencing, or “geographical fence,” lets administrators limit device use based on where they are. If a device is located within a defined area, the system automatically restricts or blocks certain functions.

For example, employees are often only allowed to access sensitive company data within an office building. Access from home or even from abroad is then automatically blocked thanks to geofencing. In schools, this technology ensures that devices are used only for teaching and learning.

Best practice #2: Central administration with

Unified Endpoint Management (UEM)

The term Unified Endpoint Management (UEM) describes a central platform for managing and securing end devices in an organization. The aim is to simplify IT processes and eliminate security risks.

MDM and UEM solutions help. They enforce uniform rules for devices - regardless of whether they are company-owned or private, or whether they are used in the office or at home.

Tobias Kortas

Best practice #3: Introduce clear BYOD guidelines

If employees want to use their own devices for work, they should link this to clear guidelines. This should requireme them to access internal company data and resources securely.

Here are some examples of guidelines:

Require device enrollment
Clearly separate personal and business data
Implement encryption and password protection
Enable an option to delete company data remotely without affecting personal data

Best practice #4: Maintain an inventory list carefully

Every device that is used in an organization or network should be listed on an inventory list.

The following information is usually included for each device:

User
Device model
Operating system
Serial number
Installed applications

It is important that the relevant information is up-to-date, correct and complete. For example, regular audits can easily guarantee that no unauthorized users or devices are accessing a network.

Best practice #5: Consider the entire life cycle

Devices travel a long way in organizations. Administrators and other stakeholders, provision, implement and monitor devices. However, this is not the end of the story. The life cycle includes procurement to deployment, maintenance, user changes and disposal.

If there are well-defined processes in place, this works well. Devices are always up to date. They do not pose any unnecessary risks – such as unsecured sensitive data. Users do not use them beyond a defined service life.

Best practice #6: Run regular backups

Regular backups are essential, especially when it comes to important company data. Test backups to ensure that you can restore data completely and correctly in an emergency.

Best practice #7: Combine with a ticket system

Combining a highly developed device management system with a ticketing system makes sense in many respects. Users benefit from an all-in-one solution. They can combine areas such as ITSM with efficient device management.

Combining inquiries, problem management, service processes and device management creates excellent control over IT-relevant processes.

Conclusion: The many advantages of efficient
device management

Mobile device management is an area that can play a huge role for companies, organizations and institutions. Sophisticated device management – supported by an adequate software solution – make IT administrators’ day-to-day work easier.

Organizations as a whole also benefit from greater efficiency, functional processes and fewer IT problems. The time savings alone have significant monetary value, not to mention the reduced risks from security gaps.

It is important to take a closer look at this area. Implement a suitable solution and apply best practices. By using it consistently and integrating it into your day-to-day IT work, you will benefit immensely. You will also ensure a high return on investment.

Find out how you can make the most of device management.

Tobias Kortas

Best Practices, Digital Transformation, ITAM

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