Having users trust IT

[jared_f]

So, I know there may be some who think this is a stupid discussion but, I decided to reach out for help. When having our users enroll into the MDM server a message lets them know what us the admins can do. One of the things is collect personal data. I don't think this decribes what we can do at all parsonally. The issue is they think we can collect emails, etc. We are a BYOD environment. How do you guys stop users from removing the MDM payload (we don't have DEP) and how do you build trust with your users?

[notverypc]

This is not a stupid discussion, far from it. IT Support is changing and so are the needs of our users.
I've gone through a similar task and it's not easy. We "advertised" our services - What we provide and how we can help. That we are here to support and not to block or get in the way. We do an "Introduction to IT" for all our new starters. There are always going to be people that don't want you (IT) anywhere near their Macs and you might not win them over. Just be open with them and remember, your users are your colleagues.

[jared_f]

@notverypc Thanks. I just spent a few days getting a printer package created that would add the printers to system preferences. Users know the package is available in a web portal assigned to them. Unfortunately, we will still get the same help desk ticket for installing a printer. I have thought about disabling the printer page in system preferences but I know people still need to add home printers manually. I also don't want to come off as too controlling. We also have people removing our management payload. We are small so it is easy to renenroll them. People need to learn that IT can help and we aren't always jerks!

[notverypc]

@JaredFlitt Had the same printers!! We had people setting up the printers incorrectly and then asking for help.. I did what you have, created a printer package and made it available via Self-Service. Now if we get a ticket asking for the printer to be installed or fixed, I send them to Self Service.
I've found the more the system is locked down, the more fight back you get. Only disable what you really have to.

People need to learn that IT can help and we aren't always jerks!

You'll need to show them your not jerks, build up the trust. ;)

[rderewianko]

When we first started with casper our staff saw it as "big brother". We welcomed them to stop by any of the IT groups desks, or hit us up remotely and we'd let them "sit and drive" in casper, poking around and seeing what exactly we could see.

I found the comment "do you think the IT group has the time to sit and watch what you're doing on $device?" We'll only look what you're doing if flags are raised to provoke us to look.

[jared_f]

@rderewianko Same here, everybody thinks of me as "big brother". When I installed a web clip payload to our device fleet that linked them to our IT portal. Then someone else said they "asked" an IT professional and they looked at the icon and said that we can watch everything with it. Then we had users removing our MDM Profile because of this. Previously before enrollment everybody knew the password to connect their device. I let everybody know that I was changing the password and that their devices would automatically connect (if they had the MDM Profile) next time they were near the network. Everybody who did not have the MDM Profile came to us and we reinstalled it and let them know if it is deleted that their device will not connect to the wireless. Problem solved on that front.

I did not restrict their devices much at all (maybe five or so restrictions at most). Since this I have explained what I can do and why I am there. I have decided to try to make users feel like they aren't being managed. I don't like the term "management" so I just tell them that the profiles allow us to make their lives easier by giving them the utilities they need to do their job.

Now they know that the icon on their dock and home screen allows them to get apps, eBooks, printers, etc. I was just wondering how you guys create a relationship of trust with your users.