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Volume 3, Issue 6
Peterson Air Force Base Solves Mission-Critical Problems With Aeroprise We hear many amazing stories about how you use Aeroprise but this one really piqued our attention. It's safe to say none of our customers operate in more mission-critical environments than the US Air Force. We thought you might enjoy an excerpt from our newest case study that
Peterson Air Force Base in Colorado Springs, Colorado is home to some of the nation’s most sophisticated military technology. BAE Systems, an international contractor with more than 90,000 employees, develops and maintains the Base’s critical service management infrastructure. As part of its mission to support the 6,000 employees at Peterson, BAE Systems continuously seeks ways to improve overall safety and streamline the
BAE technicians are responsible for supporting many locations throughout the large Peterson Complex from one central Helpdesk. This means that technicians were often forced to do laps from one end of campus to the other to determine where to go next after fixing a problem. As a result, employees were unable to do their work for longer periods of time than necessary and each technician was spending less time per day supporting internal customers. Also, as in many military environments, BAE is responsible for meeting strict service metrics. When technicians need to return to a desktop to update trouble tickets, it appears that the problem took longer to resolve and the metrics don’t accurately reflect the level of service that is being provided. Specifically, BAE needed to:
Click here to download the full case study. Or, hear Mike Luttmann, Aeroprise administrator, present the case study live July 13th at the annual Remedy User Group in San Jose. Aeroprise Index Of Wireless Activity IOWA slid 3.2% to 167.1, giving back half of last month's gains. The index underperformed both the Dow Jones Industrial Average (down 0.79%) and the NASDAQ (up 0.44%) during the same period. This is attributable to sagging mobile and wireless stock prices. One example is Qualcomm, the primary licensor of CDMA technologies, which was down 9.3% this month due to uncertainties surrounding a pending patent-infringement lawsuit filed by Broadcom. Fewer headline-grabbing stories also weighed down IOWA in June. The word on the street is that will change in the months ahead as the major carriers unveil new data pricing plans and the battle for PDA market leadership continues to escalate. Upcoming Events BMC Remedy User Group 2005 San Jose, CA July 11-15, 2005 BlackBerry Government Roadshow Various cities through July 2005 Aeroprise Webcast July 21, 2005: Best Practices for Mobilizing Service Management Applications. All registered attendees will be eligible for a free BlackBerry. Click here to register. Industry Buzz The New York Times: A Dizzying Array of Options for Using the Web on Phones Business Week: Everybody Wants a Piece of the Air Tip of the Month: Byte-Sized Reports Your managers and executives don't use desktop applications the way field technicians do. So why give them the same mobile applications? When they're on the road or in meetings they need access to concise reports with high-level information to make on-the-spot decisions. Aeroprise Executive Summaries are the best thing that has happened for managers since the BlackBerry. Here's what you do: from the Administration Console or Personalization Console select 'Executive Summaries'. Build the report items you need based on your existing Aeroprise rules. Summarize the data from your rule by editing your report item. Group by field and apply calculations as you would through other reporting interfaces like Crystal. For instance, report on the average time that urgent tickets have been outstanding grouped by team member and by technician or report on open issues that are within one hour of missing an SLA. Trivia Question: Growth Up Ahead Question: Mobile data represents about 4% of average revenue per user for wireless operators today. What do analysts predict it will be by 2009? (a) 10% (b) 20% (c) 30% (d) 40% (e) 50% source: iGillottResearch [answer in next month's newsletter] Last month's question: How many PDAs were shipped in the first quarter of 2005? (a) 3.4M (b) 5.6M (c) 8.2M (d) 11.0M (e) 25.3M Last month's answer: (a) 3.4M PDAs were shipped in the first quarter of 2005, a 25% increase from the same period last year. The average selling price of a PDA increased 15% in the past year to $406. The highest-growth sector of the PDA market is devices with WiFi and/or cellular functionality like BlackBerrys and Treos. These represent 55% of all devices shipped. Resources Aeroprise Newsletter Archives Aeroprise Newsletter Signup Mobilizing Your Applications: A Primer Aeroprise online demo Aeroprise customer case studies Aeroprise Partner Portal Questions o: +1(866)809-9102 f: +1(650)404-1185 information@aeroprise.com If you'd prefer not to receive future Aeroprise updates please click here. We never share subscriber information with anyone. |
