The new service desk console gives a similar high-level view for help desk staff who can then drill down to uncover and identify mobile problems and fix them.

Much of the data is drawn, as with previous BoxTone generations from existing sources, such as the e-mail servers themselves. But now BoxTone is doing this for more mobile platforms, and consolidating a common view and common tasks across this diversity, and adding key functions. For example, BlackBerry, Android and iPhone all support the remote wiping of data, and the next BoxTone release will execute that function. But BoxTone can then monitor the wipe and validate that it's been carried out successfully, confirming this via an alert to the management console.

Similarly, the diagnostics incorporated in mobile client and server platforms typically report problems or errors in cryptic codes. BoxTone, in effect, translates these codes into instantly intelligible incidents, such as "calendaring error"or "inbox full,"and then provides a series of steps, including automated responses, for correcting the error.

BoxTone's capabilities are structured according to the discipline of , a systematic approach to managing information systems from the perspective of users or customers.

In areas where BoxTone lacks expertise, it's creating interfaces to third-party mobile offerings. Initially, the interfaces are for , , for open source e-mail and collaboration, and .