Below are some frequently asked questions about the MDM for iOS service and how you can enroll your Penn State unit into these programs. If you can’t find your answer here, contact us at https://clc.its.psu.edu/users/wa/HelpRequest.aspx?Service=MDM
What does Mobile Device Management (MDM) mean?
Mobile Device Management (MDM) lets you securely and wirelessly configure devices. MDM provides real-time management capabilities, including convenient configuration, self-service tools, and enhanced protection for University-owned mobile devices. These tools keep devices up-to-date with industry best practices.
What is the “MDM for iOS” service?
The MDM for iOS service provides units with a full-featured MDM service to manage their University owned iOS devices. TLT hosts and maintains the service infrastructure and MDM software that empowers IT Units to deploy and manage their iOS devices.
Is there any cost to use this service?
The MDM for iOS service costs $10 per device per year. This price includes MDM server licensing, infrastructure maintenance costs, and training on how to use the service by TLT staff. Find more details about the service pricing and billing in the Pricing section of our Service Level Agreement.
How do I signup for the MDM for iOS service?
If you are a current Apple School Manager at Penn State customer, you will need to complete the Mobile Device Management Service Level Agreement. This document must be signed by your unit’s IT Director, Financial Officer, and Budget Administrator.
If you are not an Apple School Manager at Penn State customer, you will need to complete both the Apple School Manager Service Level Agreement and the Mobile Device Management Service Level Agreement. Both these documents must be signed by your unit’s IT Director, Financial Officer, and Budget Administrator.
Please submit your completed documents electronically to clc-mdm at psu.edu
When my unit submits a completed Service Level Agreement, how soon can we begin using the service?
Upon approval from our Senior Director and ITS Financial, we can start the onboarding process which includes setting up the service for your unit and providing training. Depending on our workloads this can be less than two weeks.
Can I manage my Macs using this service?
No, this service is not intended for macOS management. See the Systems Management at Penn State service for information about a macOS management option available at Penn State.
Does this MDM service support Android or Windows devices?
No, this service is intended to manage iOS devices only.
Can I use this service to manage my students or employees personal devices?
No, this service is intended to manage devices that are owned by the University.
About the service
What product are you using to provide the service?
We use one of the best Apple device management products available today, the Casper Suite from JAMF Software.
Why did you select JAMF Casper Suite over other MDM services?
The Casper Suite is the leading device management solution used by IT Admins to deploy, inventory, and secure Mac, iPad, and iPhone devices. TLT has many years experience using this product to manage the iPads used for various teaching initiatives around campus. To meet the demand for MDM of iOS devices at Penn State, TLT decided to expand their service to address the ever-growing need to manage university owned mobile devices.
Where can I learn more about JAMF Casper Suite?
For more information about the JAMF Casper Suite product, see http://jamfsoftware.com
Does this service participate in the Penn State Service Management Program?
Yes, this service follows the incident management and change management policies, processes, and procedures as described in the Penn State Service Management Program Incident Management Policy, Process, and Procedures document available at http://smo.psu.edu/documents.
Support and Training
I need help with this service, how to do I get support?
Units enrolled in the service can get assistance by submitting a Help Request at https://clc.its.psu.edu/users/wa/HelpRequest.aspx?Service=MDM If your device is managed by this service, contact your IT support for assistance.
Where can I find documentation on how to use this service?
MDM for iOS service customers can access our service documentation at https://wss.psu.edu/psu/mdm/
What are the hours of support for this service?
Support hours of operation are 8:00 AM to 5:00 PM, Monday – Friday except for university holidays, and announced university closures. Support requests and incidents via the Help Request system can be sent 24 hours a day, seven days a week and are processed on the next business day. Off-hours requests for support and emergency support will be fulfilled on a best-effort basis. Priorities will be determined by the Service Provider based on urgency and level of impact. See our Service Availablity section of our Service Level Agreement for more details.
What training do you give when a unit enrolls into the service?
Each unit is given a two to four-hour training customized for their unit needs. This training includes how to use the Casper Suite product; how to enroll and manage your devices; app deployment and management; and how to get support.
Do you provide end-user support or training on iPad usage?
It is the unit’s responsibility to support their end-users. IT Training Services frequently offers training on using iPads.
Which iOS devices are compatible with JAMF Casper Suite?
The Casper Suite supports iOS 4 or later on iPad, iPhone and iPod touch with some exceptions:
- Device-Based VPP App Distribution is only supported for devices running iOS 9 or later
- iOS 4 does not support Managed App Distribution
- iBook distribution is only supported on iPads
Can we use Apple’s Device Enrollment Program (DEP) and Volume Purchase Program (VPP) with this service?
Yes, you can use both these programs within this service. Your Unit can have newly activated devices enroll into the service upon activation with DEP. You can also purchase and manage your apps and iBooks with the VPP program.
What methods can be used to enroll a device into the service?
There are several mobile device enrollment methods available with this service. They include user-initiated enrollment, enrollment with an enrollment profile, enrollment via Apple’s Device Enrollment Program (DEP), or Apple Configurator enrollment.
What changes does this service make to an iOS devices?
A Mobile Device Management (MDM) profile will be installed at enrollment. This profile allows your IT unit to configure settings remotely and deploy apps. Some units may install the Self-Service app on the home screen of your iOS device. Access to content such as apps, configurations, links, and documentation is provided within Self Service.
What configurations are applied all devices managed by this service?
At this time there are no policies that are automatically enforced system-wide by TLT. The distribution of policies is the responsibility of individual units. If you have any questions about what policies are enforced on your University-owned device, please contact your IT support group.
I already have an MDM server, how do I transfer my iOS devices from our existing server to this one?
You can move devices from one MDM to another. This migration can be complex depending on your current setup. Contact us to discuss possible migration strategies.
Security and Privacy
What information is collected about the devices that are managed by the service?
This service collects information regarding the device type, operating system, and apps installed. No personal information is collected, such as the contents or names of personal files (documents, email, etc.) or any browsing history.
Could this service be used to help located lost devices?
Yes, a supervised device that is managed by this service can be placed into Managed Lost Mode. Managed Lost Mode is a dedicated mode that must be disabled by the administrator before the device can be used again. Like Find My iPhone, an administrator can send messages to the device while the device is in Managed Lost Mode. Unlike Find My iPhone, device location information can only be accessed by the MDM server when Managed Lost Mode is enabled. When enabled, the user won’t be able to unlock the device until Managed Lost Mode is turned off and the user is notified if location information was accessed during that time. See: https://support.apple.com/en-us/HT202804 for more details.