Implementation and role of device management Solutions to the end users

This research is based on consumer complaints with respect to recently purchased consumer electronics. This research document will investigate the instances of development and device management as a tool used to aid consumer and manage consumer’s mobile products in order to resolve issues in or before the consumers is aware one exists. The problem at the present time is that mobile devices are becoming very advanced pieces of technology, and not all manufacturers and network providers have kept up the support element of End users. As such, the subject of the research is to investigate how device management could possibly be used as a method to promote research and development of mobile devices, and provide a better experience for the consumer. The wireless world is becoming increasingly complex as revenue opportunities are driven by new and innovative data services. We can no longer expect the customer to have the knowledge or ability to configure their own device. Device Management platforms can address the challenges of device configuration and support through new enabling technologies. Leveraging these technologies will allow a network operator to reduce the cost of subscriber ownership, drive increased ARPU (Average Revenue per User) by removing barriers to adoption, reduce churn by improving the customer experience and increase customer loyalty. DM technologies provide a flexible and powerful management method but are managing the same device features that have historically been configured manually through call centers or by the end user making changes directly on the device. For this reason DM technologies must be treated as part of a wider support solution. The traditional requirement for discovery, fault finding, troubleshooting and diagnosis are still as relevant with DM as they are in the current human support environment yet the current generation of solutions do little to address this problem. In the deployment of an effective Device Management solution the network operator must consider the integration of the DM platform, interfacing with many areas of the business, supported by knowledge of the relationship between devices, applications, solutions and services maintained on an ongoing basis. Complementing the DM solution with published device information, setup guides, training material and web based tools will ensure the quality of the customer experience, ensuring that problems are completely resolved, driving data usage by focusing customer education on the use of the wireless service In this way device management becomes a tool used both internally within the network or device vendor and by the customer themselves, with each user empowered to effectively manage the device without any prior knowledge or experience, confident that changes they apply will be relevant, accurate, stable and compatible. The value offered by an effective DM solution with an expert knowledge service will become a significant differentiator for the network operator in an ever competitive wireless market. This research document is intended to highlight some of the issues the industry faces as device management technologies become more prevalent, and offers some potential solutions to simplify the increasingly complex task of managing devices on the network, where device management can be used as a tool to aid customer relations and manage customer’s mobile products in order to resolve issues before the user is aware one exists. The research is broken down into the following, Customer Relationship Management, Device management, the role of knowledge with the DM, Companies that have successfully implemented device management, and the future of device management and CRM. And it also consists of questionnaires aimed at technical support agents and mobile device users. Interview was carried out with CRM managers within support centre to further the evidence gathered. To conclude, the document is to consider the advantages and disadvantages of device management and attempt to determine the influence it will have over customer support centre, and what methods could be used to implement it.

IT­-Forensisk undersökning av flyktigt minne : På Linux och Android enheter

Att kunna gör en effektiv undersökning av det flyktiga minnet är något som blir viktigare ochviktigare i IT-forensiska utredningar. Dels under Linux och Windows baserade PC installationermen också för mobila enheter i form av Android och enheter baserade andra mobila opperativsy-stem.Android använder sig av en modifierad Linux-kärna var modifikationer är för att anpassa kärnantill de speciella krav som gäller för ett mobilt operativsystem. Dessa modifikationer innefattardels meddelandehantering mellan processer men även ändringar till hur internminnet hanteras ochövervakas.Då dessa två kärnor är så pass nära besläktade kan samma grundläggande principer användas föratt dumpa och undersöka minne. Dumpningen sker via en kärn-modul vilket i den här rapportenutgörs av en programvara vid namn LiME vilken kan hantera bägge kärnorna.Analys av minnet kräver att verktygen som används har en förståelse för minneslayouten i fråga.Beroende på vilken metod verktyget använder så kan det även behövas information om olika sym-boler. Verktyget som används i det här examensarbetet heter Volatility och klarar på papperet avatt extrahera all den information som behövs för att kunna göra en korrekt undersökning.Arbetet avsåg att vidareutveckla existerande metoder för analys av det flyktiga minnet på Linux-baserade maskiner (PC) och inbyggda system(Android). Problem uppstod då undersökning avflyktigt minne på Android och satta mål kunde inte uppnås fullt ut. Det visade sig att minnesanalysriktat emot PC-plattformen är både enklare och smidigare än vad det är mot Android.