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

Lorem ipsum dolor

sit amet

consectetur

adipiscing elit

Donec rhoncus

eleifend vehicula. Fusce cursus eros

consectetur

adipiscing elit

Donec rhoncus

paging, emergency notification, clinical alerting

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec rhoncus eleifend vehicula. Fusce cursus eros nec diam vestibulum, nec posuere odio lacinia. Aliquam sagittis tristique velit, sit amet rhoncus ligula vulputate eget. Curabitur sagittis

enim faucibus nibh vestibulum efficitur. Maecenas in condimentum magna. Mauris porttitor, ipsum sit amet faucibus volutpat, magna nisl dictum nunc, pretium sodales sapien enim

Secure Text MessagingIT > Service Catalog > Secure Text Messaging Resources

Requirements

Cost

Services

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec rhoncus eleifend vehicula. Fusce cursus eros nec diam vestibulum, nec posuere odio lacinia. Aliquam sagittis tristique velit, sit amet rhoncus ligula vulputate eget. Curabitur sagittis enim faucibus nibh vestibulum efficitur. Maecenas in condimentum magna. Mauris porttitor, ipsum sit amet faucibus volutpat, magna nisl dictum nunc, pretium sodales sapien enim ut ligula. Nunc sollicitudin libero molestie justo gravida malesuada. Phasellus ullamcorper a nisi vitae venenatis.Sed iaculis suscipit varius. Donec venenatis vitae velit nec ornare. Ut purus neque, volutpat vel congue ac, vulputate nec est. Etiam massa tellus, consectetur sit amet rhoncus sed, fringilla vel ante. tiam tempor erat malesuada arcu efficitur, at pulvinar turpis pellentesque. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Fusce finibus tempus augue eget commodo. Maecenas eget elit justo. Pellentesque pretium, mi sed interdum porta, dui nunc malesuada urna,

• 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

We’d love to hear from you!

spok.comgetinfo@spok.com