The VIP IT Support Playbook: Orchestrating White-Glove Service at Scale

In a global enterprise, not all devices share the same risk profile. Assets belonging to the C-Suite and critical mission-control teams require a “White-Glove” management tier that prioritizes uptime above all else. This document defines the VIP Monitoring Playbook: a specialized architectural lane within Hexnode that moves beyond standard 15-minute polling. By leveraging Real-Time MQTT Telemetry and Automated Self-Healing, we ensure that executive devices remain secure, compliant, and performant detecting and resolving drift often before the user even notices a slowdown.

Logical Architecture & Entity Relationships

1. The Sensor Layer (Data Collection)

• Component: Hexnode UEM Agent + Custom Scripting.
• Configuration: “Executive Performance” Policy.
• Action: Increases the frequency of “Device Scan” intervals and executes PowerShell scripts to log “Soft Metrics” (e.g., Teams Packet Loss) to the device activity log.

2. The High-Priority Lane (Transport)

• Mechanism: Hexnode Triple-Channel Architecture (MQTT).
• Logic: The MQTT WebSocket maintains a persistent “Always-On” connection state.
• Benefit: Enables Real-Time Remote Actions (Lock, Wipe, Locate) that execute in sub-seconds, bypassing the standard 15-minute polling cycle.

3. The Integration Bridge (Escalation)

• Trigger: Critical events (e.g., “Compliance Failed,” “Malware Detected”)
• Mechanism: Hexnode ITSM Integration (ServiceNow / ZenDesk).
• Action:
  • ServiceNow/Zendesk: Using the Hexnode ITSM Integration Bridge, critical telemetry triggers an automated incident record, enabling technicians to view live device diagnostics and perform Remote Actions directly from the VIP support console.
• Result: Bypasses the L1 Helpdesk queue, alerting the VIP Support Team immediately.

4. The Proactive Actor (Remediation)

• Engine: Hexnode Automate (Compliance Policies).
• Function: Automatically executes remediation scripts (authored by Hexnode Genie) when a device reports a non-compliant state (e.g., “Storage < 5GB").

“White-Glove” Telemetry Profiles

1. Real-Time Connectivity (Heartbeat)

• Standard Fleet: Periodic Sync (e.g., 4 Hours).
• VIP Fleet: Persistent MQTT Session.
• Strategic Value: Instantaneous “Lost Mode” activation. If a VIP leaves a device in a taxi, IT can lock it before the taxi pulls away.

2. Deep Performance Observability

• Metrics: Custom Scripting captures data points not native to MDM:
  • System Boot Time (via Event Log scraping).
  • Battery Cycle Count.
• Thresholds: “Zero Tolerance.”
  • Example: If “Last Reboot” > 7 days, a “Schedule Restart” prompt is sent to the user.

Execution Logic: The 4-Phase Response Playbook

Phase 1: High-Fidelity Detection (SENSE)

The Agent monitors for “State Changes” via the Automate tab.

• Trigger A (Security): Device leaves the “HQ Geofence” (Location Compliance).
• Trigger B (Health): Storage drops below critical threshold.
• Trigger C (Apps): “Required App” (e.g., CrowdStrike) is detected as missing.

Phase 2: Contextual Escalation (THINK)

The ServiceNow Integration identifies the user as “VIP.”

• Action: Hexnode pushes the incident to ServiceNow.
• Routing: ServiceNow “Business Rules” route User_Grade = VIP tickets to the “Executive Support” group with SLA = 15 Minutes.

Phase 3: Proactive Performance Boost (ACT)

Hexnode executes a Compliance Remediation Script:

• Memory Flush: PowerShell script restarts the explorer.exe process if UI lag is detected.
• Priority Adjustment: Sets conferencing apps (Zoom/Teams) to High Priority in the OS process scheduler.

Phase 4: Executive Handshake (VERIFY)

• Status Sync: Device re-scans and posts updated status to the Hexnode Console.
• Verification: The “Non-Compliant” flag is cleared, automatically resolving the ServiceNow ticket (if bi-directional sync is enabled).

Scale Impact & ROI Analysis

Implementation Checklist (Action Plan)

• Grouping: Create a “VIP Users” Dynamic Group (synced via Azure AD/Okta).
• Integration: Configure the ServiceNow or Zendesk app in the Hexnode Admin Console.
• Automation: Create a “VIP Compliance Policy” that triggers a Script instead of just an email.
• LAPS: Enable Hexnode LAPS with a 24-hour rotation schedule for this specific group.
• Scripting: Use Hexnode Genie to generate “Maintenance Scripts” (e.g., Clear Temp Files) for the remediation policy.