Mobile Device Management as a Service (MDMaaS) Guide

What is Mobile Device Management as a Service (MDMaaS)?

Mobile Device Management as a Service (MDMaaS) is a cloud- and subscription-based solution that allows organizations to manage, secure, and support their mobile device fleets without the need for extensive in-house IT infrastructure. 

MDMaaS helps companies scale their management of smartphones, tablets, and other mobile devices in-office and in-the-field by providing centralized control over: 

• Mobile device setup 
• Device configurations
• Security protocols and management
• App installations
• End-of-life management
• Compliance monitoring 

MDMaaS providers handle everything from device provisioning and updates to remote troubleshooting and end-of-life decommissioning, making it an ideal choice for companies looking to scale their operations or support a distributed workforce.

As a subscription-based service, MDMaaS extends the capabilities of a company’s in-house IT team, reducing the burden placed on internal resources, while ensuring that devices remain secure, up-to-date, and aligned with organizational policies.

6 common challenges of mobile device management

Managing a large fleet of mobile devices in-house presents a variety of challenges for organizations—particularly those with limited or overly taxed in-house resources, or those who are on an aggressive growth footing. 

Here are six common challenges of mobile device management to help illustrate where MDMaaS can play a positive role. 

1. Time-consuming device setup and configuration

Setting up and configuring mobile devices for employees requires significant time and resources—of which resource-strapped organizations may be in short supply.

This becomes even more burdensome as the number of devices and employees grows. IT teams must ensure that every device meets specific security protocols, organizational standards, and integration requirements, turning this into an ongoing, resource-intensive process.

2. Managing diverse devices and operating systems

Modern organizations often rely on a wide variety of devices, including smartphones, tablets, rugged field devices, and IoT equipment. 

Each device comes with unique configurations, operating systems, and security requirements, making it difficult for in-house IT teams to ensure consistent management across the fleet.

3. Keeping up with security updates and patches

Mobile devices require regular monitoring for vulnerabilities, along with real-time deployment of security patches and updates. This is a necessity in an interconnected world in which physical and cyber security threats are very real factors for organizations across virtually every industry. 

Without dedicated tools and resources, in-house IT teams risk missing critical updates, leaving devices exposed to potential breaches. Likewise, teams that are spread too thin and who must handle this auditing and patching themselves can easily fall behind or miss vulnerabilities that can lead to significant issues for the organization. 

4. Lack of real-time monitoring and issue resolution

In-house IT teams often lack the specialized tools or capacity to monitor device performance, security, and usage in real time. Again, this issue is compounded as organizations—and mobile device fleets—grow and become more complex, putting increasing strain on in-house IT resources. 

This compounding stress can lead to overlooked issues such as connectivity failures, software glitches, or security vulnerabilities, potentially disrupting business operations, and leading to costly data breaches or outages. 

5. High volume of IT support tickets

The more devices an organization manages, the higher the volume of IT support tickets generated. In-house teams already stretched thin with day-to-day responsibilities will face increasing pressure as they handle troubleshooting, malfunctions, and security-related incidents.

Organizations with dedicated teams to handle support tickets might be able to handle this ongoing drumbeat of work. But IT teams who must also juggle strategic initiatives, employee onboarding, and a litany of other to-dos will struggle to keep up as the organization grows. 

6. Difficulty scaling with business growth

As businesses expand, the number of devices under management grows exponentially. As operations expand, the variety of devices also begins to grow, creating both an issue of scale and complexity.

Scaling in-house IT resources to meet these demands becomes costly and challenging, requiring either significant capital investment in personnel or outsourcing to a third party. Something has to give, and organizations need to make a decision about whether to build their in-house bench strength or seek help from an outside resource. 

MDMaaS providers are one such third party resource that helps to extend IT capabilities and alleviate these common challenges associated with managing mobile device fleets in-house, as we’ll explore below.

8 benefits of Mobile Device Management as a Service

Now that we’ve presented the concept of Mobile Device Management as a Service, and explored some common challenges that organizations face when managing mobile device fleets, let’s look at some of the benefits offered by MDMaaS. 

Here are eight benefits to illustrate why this type of service is a good investment for modern organizations. 

1. Simplifies mobile device management

MDMaaS provides centralized control over all devices in your fleet, automating tasks such as provisioning, updates, and policy enforcement. This reduces operational complexity and allows IT teams to focus on more strategic initiatives instead of device upkeep.

2. Enhances device security

With automated updates, real-time monitoring, and enforcement of security protocols such as encryption and multi-factor authentication, MDMaaS minimizes vulnerabilities that can lead to data and account breaches. 

This service ensures that devices remain compliant with the latest security patches and industry regulations, protecting sensitive corporate data.

3. Scales as the business grows

As businesses grow and onboard more devices, MDMaaS scales to accommodate the expanding fleet, without the organization having to take on additional capital expenditures.

MDMaaS providers can manage the mobile device fleet across the entire lifecycle for a set monthly fee per device. 

4. Reduces IT workload

By outsourcing routine tasks like device troubleshooting, support ticket response, firmware updates, and patch management, MDMaaS relieves internal IT teams of resource-heavy responsibilities. 

This allows IT departments to focus on innovation and infrastructure improvements, and reduces administrative burden previously piled onto them. 

5. Improves employee productivity

Pre-configured and updated devices ensure employees can start working immediately without delays caused by setup or configuration issues. Ongoing device monitoring and updates, likewise, reduce downtime and help to maintain operational efficiency across a distributed workforce. 

6. Provides predictable costs

MDMaaS operates on a subscription-based model, consolidating expenses into a single predictable fee. 

This makes financial planning easier and eliminates the unexpected costs often associated with managing mobile devices in-house. Without this subscription model, organizations must plan for significant capital investments to maintain and grow mobile device fleets. 

These investments come in the form of additional IT staff, infrastructure to store and manage device setup and maintenance, a patchwork of hardware and software applications to monitor and maintain the device fleet, and the cost of the devices themselves. 

MDMaaS consolidates all of these costs into a predictable operating expense, making it much easier for organizations to plan their monthly and yearly mobile device budget. 

7. Ensures compliance with industry regulations

With automated compliance monitoring and reporting, MDMaaS helps businesses meet regulatory requirements like GDPR, HIPAA, PCI DSS, and any other industry-specific regulation that they must adhere to. 

This reduces the risk of costly penalties and reputational damage due to non-compliance.

8. Supports rapid adaptation to new technologies

As new applications, operating systems, and security threats emerge, MDMaaS keeps your devices updated and compatible. This is a key component of these providers’ service level agreements, meaning that they have resources and technical expertise dedicated to regular industry monitoring and innovation. 

As a result of these SLAs and innovation posture, customers receive continuous upgrades and updates that ensure their mobile device fleet remains modern and secure as the technical landscape changes.

How does MDM-as-a-Service work?

MDM-as-a-Service operates as a centralized, cloud-hosted solution that simplifies and secures the management of mobile device fleets. 

Key stakeholders in this process include IT administrators, MDMaaS providers, and end users, all of whom work together to ensure devices are configured, secured, and updated efficiently. 

Here’s an overview of how MDM-as-a-Service deployment works, and who’s involved at each stage. 

The process begins with IT administrators who set the policies and parameters for device management. Working with the MDMaaS customer success team, administrators define configurations, security protocols, application policies, and compliance requirements tailored to organizational needs.

Once devices are configured, the cloud-hosted MDM platform acts as the central management hub, processing IT-defined policies and deploying them to devices in real time. 

This platform facilitates secure communication between the organization’s IT team and the devices, ensuring policies are consistently applied across the fleet.

Devices, whether they are BYOD (Bring Your Own Device) or Corporate-Owned, Personally Enabled(COPE), connect to the cloud-hosted MDM solution. Through automated workflows, the MDM platform enforces compliance standards, configures devices, and enables features such as conditional access and application updates.

The platform also manages user identities, assigning custom roles and permissions based on the employee’s position. Policies can include access controls for sensitive data and applications, ensuring security and proper usage.

The MDM solution continuously monitors devices for compliance, performance, and security vulnerabilities. Updates, patches, and app configurations are deployed automatically, minimizing IT workload and maximizing device uptime.

Key features of MDMaaS solutions

Here is a list of common features found in Mobile Device-as-a-Service solutions: 

• Centralized management dashboard. MDMaaS platforms provide a single, centralized interface for managing all devices in a fleet. IT administrators can configure, monitor, and troubleshoot devices remotely, ensuring consistency and reducing operational complexity.
• Automated updates and patch management. MDMaaS ensures all devices are up-to-date with the latest operating system updates, security patches, and firmware. This protects against vulnerabilities and maintains compatibility with applications and networks.
• Device provisioning and configuration. New devices can be pre-configured and provisioned with required apps, settings, and security protocols. This reduces onboarding time and ensures a seamless experience for employees from day one.
• Security policy enforcement. The platform enforces organizational security standards, including encryption, multi-factor authentication (MFA), and conditional access policies. This ensures every device meets corporate compliance requirements.
• Real-time monitoring and alerts. Continuous monitoring allows IT teams to detect and address performance issues, connectivity problems, or security threats immediately. Real-time alerts ensure proactive issue resolution.
• BYOD support. MDMaaS supports Bring Your Own Device (BYOD) policies by securely managing both personal and corporate-owned devices. It separates work and personal data, ensuring privacy while maintaining security.
• Application and software management. Admins can remotely install, update, or remove applications across all devices. This includes whitelisting or blacklisting apps to ensure only approved software is used.
• Comprehensive reporting and analytics. MDMaaS solutions provide detailed insights into device performance, compliance, and usage. Customizable reports support decision-making and ensure visibility into your mobile fleet.
• 24/7 technical support and helpdesk services. Most MDMaaS providers include round-the-clock support to troubleshoot device issues and resolve user queries quickly, minimizing downtime.
• Device lifecycle management. From staging and deployment to decommissioning, MDMaaS manages the entire lifecycle of each device, including secure wiping, recycling, or redeployment.

When selecting an MDMaaS provider, look for solutions that offer both the technical infrastructure you need to manage your fleet today and into the future, as well as support and customer success services that act as an extension of your in-house teams.

Steps to implementing Mobile Device Management as a Service

MDMaaS is a managed service, which means that the solutions providers will typically provide onboarding and implementation support. 

Companies may be given technical advisors to help with implementation, an account manager or customer success team to manage ongoing licensing and subscription requirements, and a support team to help tackle one-off technical issues. 

Typically, implementation for an MDMaaS solution involves the following steps: 

1. Identify the need for MDMaaS. Assess your current mobile device management challenges, such as limited IT bandwidth, security vulnerabilities, or difficulties scaling with business growth. Define the goals for implementing MDMaaS, such as enhancing security, improving efficiency, or reducing costs.
2. Evaluate your device and infrastructure requirements. Take stock of your existing mobile fleet, including device types, operating systems, and the applications used by employees. Identify specific features you need in an MDMaaS solution, such as BYOD or COPE support, compliance monitoring, or real-time device tracking.
3. Research and select a vendor. Compare MDMaaS providers based on their features, experience, scalability, support offerings, and pricing models. Look for providers that align with your specific industry needs and offer comprehensive lifecycle management services.
4. Plan the onboarding process. Work with your MDMaaS provider to create a deployment plan. This includes setting up user roles, configuring security policies, and establishing workflows for provisioning, monitoring, and troubleshooting devices.
5. Deploy and integrate the solution. Begin rolling out the MDMaaS platform, starting with a pilot program to address potential challenges. Integrate the solution with existing IT infrastructure, ensuring compatibility with networks, applications, and organizational policies.
6. Train employees and stakeholders. Provide training sessions to educate users and IT staff about how the MDMaaS solution works, its features, and how to report or troubleshoot issues.
7. Monitor and refine the implementation. Regularly review performance metrics and feedback to ensure the solution meets your objectives. Collaborate with the provider to implement updates, enhance features, and optimize workflows as your business evolves.

By following these steps, organizations can effectively implement MDMaaS and unlock its full potential for securing and managing mobile device fleets.

What to look for in an MDMaaS provider

Stages one to three of the implementation process outlined in the previous section are critical to a successful MDMaaS deployment. Companies need to have an in-depth understanding of their unique needs, existing mobile fleet, and list of requirements from an MDMaaS vendor. 

To help guide your decision making, here are some key features to look for in an MDMaaS provider. 

• Expertise in diverse platforms. Choose a provider with experience managing various MDM platforms and device ecosystems to ensure compatibility with your current and future technologies.
• End-to-end lifecycle management. Opt for a provider that handles every aspect of mobile device management, from deployment and updates to security, compliance, and decommissioning. Comprehensive services reduce the burden on your internal IT team, and ensure that you can scale your mobile device fleet management as your company and team grows.
• Scalability and flexibility: Ensure the provider can scale to meet the growing demands of your business, whether it’s onboarding new employees, supporting remote teams, or managing large device fleets.
• Real-time monitoring and proactive support: Look for solutions with real-time performance monitoring, issue alerts, and proactive troubleshooting to minimize downtime and improve operational efficiency.
• Robust security and compliance: Prioritize providers with advanced security features like encryption, remote wiping, and regulatory compliance to protect sensitive data and avoid penalties.
• Transparent pricing: Seek a provider offering predictable, clear pricing models that consolidate costs and eliminate unexpected expenses, making budgeting simpler.
• Detailed reporting and analytics: Access to comprehensive insights on device performance, usage, and compliance helps you optimize your fleet and maximize ROI.
• 24/7 customer support: A responsive support team with expertise in mobile device management ensures issues are resolved quickly, reducing disruptions.

Importantly, companies also need to consider these requirements against a long growth horizon. Onboarding a new MDMaaS provider is a major task that requires significant resources and potential disruptions during implementation. This isn’t something you want to do every few years, which means that you need to find a provider that is suitable both for today and five to ten years down the line.

About PiiComm’s MDM as a Service offering

PiiComm is Canada’s trusted partner for Mobile Device Management as a Service (MDMaaS), offering comprehensive end-to-end management solutions for your mobile device fleet. 

Our MDMaaS solution provides ongoing management for your mobile device fleet, from onboarding and configuration to ongoing monitoring, security administration, and reporting. With certified in-country technicians, we deliver expertise in vulnerability detection, compliance, and remediation to safeguard your devices and data.

What sets PiiComm apart is our commitment to reliability and round-the-clock support. We provide 24/7 coverage for critical issues, offering real-time recommendations and fast resolution to minimize downtime and keep your operations running smoothly. 

By outsourcing your MDM management to PiiComm, you’ll free up valuable internal IT resources, boost productivity amongst your field team, and ensure that your mobile device fleet can scale up or down to meet your company’s strategic goals. 

Interested in learning more about PiiComm’s MDM as a Service offering? Read more now or contact us today to chat about your options.