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The 5 Phases of Device Lifecycle Management

Epiphany Team

In industries like healthcare, adept device lifecycle management helps improve customer experience.

The proliferation of mobile devices has revolutionized many sectors, few more so than healthcare. In fact, by 2012, more than 80 percent of healthcare professionals had started using mobile devices to facilitate their work in classrooms, hospitals, and other medical settings — a percentage far surpassing those seen in many other sectors at that time.

While mobile devices and apps have led to better decision-making on the part of clinicians — ultimately resulting in improved patient outcomes — the need for robust device lifecycle management has become glaringly apparent in recent years. According to one study, approximately 88 percent of companies cite device lifecycle management as a major concern. As such, many healthcare organizations are turning to new methods of device lifecycle management to ensure devices are implemented as efficiently and effectively as possible — minimizing pressure on their helpdesk.

Breaking Down the Phases of Device Lifecycle Management

Device lifecycle management is generally divided into five distinct phases. While each phase is unique, they all play an equally important role in improving customer experience.

1. Device Procurement

A device’s lifecycle begins with planning and development. During this phase, service providers work with customers to determine the device’s purpose as well as the functions and specifications needed to achieve that purpose. In most cases, the primary purpose of a new device is to solve a problem more efficiently and/or cost-effectively.

Once a device’s purpose and specifications have been established, the device is secured from appropriate vendors or designed and tested by engineers who incorporate user feedback along the way. Devise staging, integration, and kitting are also an important part of the procurement process, ensuring highly-functioning devices are placed directly into the hands of end users. 

2. Implementation

After procurement, devices are integrated into an organization’s existing technology platforms and applications, connected to the necessary networks, and configured according to the desired specifications. These activities comprise the implementation phase.

The implementation phase also includes robust end-user training and device monitoring. Any issues that emerge are closely assessed to facilitate rapid solution identification and deployment.

3. Maintenance

Devices that malfunction directly impair employee productivity and lead to spikes in helpdesk requests and repair costs, making maintenance one of the most important phases of device lifecycle management. 

The maintenance phase focuses on ongoing device operability. Ticketing systems that feature a built-in inventory management tool that integrates with an organization’s existing CRM can help significantly improve the device repair, return, and replacement process.

4. Reporting

During the reporting phase, a device’s success is tracked and analyzed along with any relevant data collected by other devices that are already in use. Monitoring the effectiveness and health of multiple devices can quickly become a cumbersome task, especially when more than one system or platform is involved. 

Developing a consistent schedule for generating and reviewing performance reports helps streamline this process and ensure the information gathered, processed, or transmitted by devices continues to align with the desired objectives.

5. Decommissioning

While device design and procurement often receives the lion’s share of the attention, proper device disposal is an essential part of device lifecycle management, as well. All devices must be retired in compliance with strict regulations once they have become obsolete to ensure sensitive data isn’t accessed by unauthorized parties. Retiring devices also helps boost vendors’ sustainability efforts and keeps them in good standing with their customers.

The Benefits of Device Lifecycle Management

Effective device lifecycle management has the power to reduce operational costs and improve customer experience. 

At Epiphany, we offer end-to-end device logistics services, working closely with organizations to ensure devices are rolled out — and drive results — without interruption. Paired with our remote and onsite end-user training, we empower entire workforces to use new technologies effectively and take their operations to new heights. Contact us today to learn more about our full suite of HIPAA-compliant services.

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