Intelligent Device Management

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Intelligent Device Management is a term used for enterprise software applications that allow various equipment manufacturers to proactively monitor and manage remote equipment, systems and products via the Internet and provide instant and cost-effective service & support to their customers. Another term for intelligent device management is Remote Device Management (RDM). Strategic Service Management is a term used to describe the service offering where as RDM is a product offering.

It extends the IT service management to devices at customer's site. It might support the classical service processes, e.g. Incident, Problem, Change or Configuration Management as defined by ITIL).

By using remote management a vendor can eliminate truck rolls, update software, validate service agreements and other functions critical for third party support. This technology is commonly used by ATM and self-service kiosk companies.

[edit] Companies with Solutions

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Companies with IDM offerings include Axeda ServiceLink, Questra IDM Application Suite, Esprida Enterprise, NextNine Service Automation, MWA Intelligence and Tibbo Technology. Many other companies have proprietary versions or home grown IDM solutions. While the capabilities of human & device interaction are quite open and flexible, security around the data exchanged and interaction with the device is very tight based on the Internet standards for web services interaction.

Other customized capabilities for human & device interaction can be achieved by using products like Tridium and Gridlogix.