How End User Experience Management Adds Value to Mobile Device Management. It s All in The Name!

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1 How End User Experience Management Adds Value to Mobile Device Management It s All in The Name!

2 Excellent mobile end user experience drives gains in customer satisfaction and mobile workforce productivity Mobility programs like BYOD, CYOD, and COPE, all require the enterprise to develop policies that treat corporate mobile apps separately from the personal apps that employees run on their devices. MADP vendors are expanding their portfolios into MAM, to enable their enterprise customers to not only develop mobile apps and manage them through the lifecycle, but also to provision and deploy them to the workforce. Enterprise Mobile Adoption Has Created a Complex, Highly Dynamic, Mobile Market The Enterprise Mobility Management (EMM) market is undergoing rapid change, in response to the growing enterprise focus on mobile as a strategy for increasing customer satisfaction and workforce productivity. Mobility programs like Bring Your Own Device (BYOD), and its close relatives, Choose Your Own Device (CYOD), and Corporate Owned Personally Enabled (COPE), all require the enterprise to develop policies that treat corporate mobile apps separately from the personal apps that employees run on their devices. In response, the lines have blurred between Mobile Device Management (MDM) and Mobile Application Management (MAM) vendors, as they evolve their product portfolios to provide more fine-grained control of mobile apps. Citrix bought Zenprise in December 2012 VMware bought AirWatch in January 2014 Good bought BoxTone in February 2014 At the same time, Mobile App Development Platform (MADP) vendors are expanding their portfolios into MAM, to enable their enterprise customers to not only develop mobile apps and manage them through the lifecycle, but also to provision and deploy them to the workforce. The MADP market is crowded with vendors with various business models, including. Pure-play MADP vendors like Antenna software (now owned by Pegasystems) Enterprise software vendors like SAP Mobile app vendors like Salesforce.com, and OS platform and device vendors like Apple, Google, and Microsoft 2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 2

3 Developing, provisioning, configuring, inventorying, and securing devices and applications are necessary first steps for enterprise mobility initiatives. However, by themselves, they don t enable enterprises to improve customer satisfaction and workforce productivity. App Development, Deployment, and Security are the First Steps to Achieving Your Strategic Mobility Goals What can get lost in this mobile alphabet soup is how EMM vendors enable customers to achieve the strategic goals of their mobility initiatives to raise customer satisfaction and workforce productivity. MDM vendors enable enterprises to provision, register, configure, and inventory mobile devices. With MDM solutions, enterprises set device-wide security policies, like user authentication and password policies, and can remotely wipe a device if it gets lost. MDM solutions enable enterprises to provision bundles of software to devices, as well as to set policies for updates, change control, and data protection. With MAM solutions, enterprises distribute mobile apps, through private or hosted app stores. MAM products provide app wrapping and containerization to allow policies for security, configuration, and provisioning to be set separately for individual apps, and for different groups within the workforce. They enable enterprises to manage the application lifecycle, as new versions, patches, and upgrades are made available. MADP vendors have begun to provide these same MAM capabilities as add-ons to their development and QA platforms. Developing, provisioning, configuring, inventorying, and securing devices and applications are necessary first steps for enterprise mobility initiatives. However, by themselves, they don t enable enterprises to improve customer satisfaction and workforce productivity. Achieving Enterprise Mobility Goals Requires a New Approach to Measuring Mobile End User Experience Existing mapm lacks visibility into important aspects of the enterprise end user their identity, role, and business function, the full range of apps and devices they use, and the business activities for which employees are responsible. Within their product portfolios, EMM vendors provide metrics and analytics associated with their domain expertise. MDM vendors provide analytics at the device level, but have a limited view of app usage and performance, and only basic user information. MAM vendors provide analytics for app provisioning, but have limited insight into the actual usage and performance of the app on the user s device, and its impact on productivity. Enterprises have recognized the need to augment these capabilities with the ability to monitor mobile end user experience. Existing mobile APM (mapm) vendors have responded accordingly, with products that provide mobile app developers with capabilities like crash analytics, app error reporting, service performance metrics, and data consumption tracking. As important as these mapm capabilities are, they primarily solve problems for consumer-facing apps, because they lack visibility into important aspects of the enterprise end user their identity, role, and business function, the full range of apps and devices they use, and the business activities for which employees are responsible Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 3

4 Aternity Workforce APM closes the visibility gap between your workforce s real user experiences as they conduct business, and what your applicationcentric APM tools are telling you about the application components, transactions, and the code that supports them. Workforce mobile apps, such as productivity apps, ERP, CRM, and EHR, require capabilities beyond those which existing mapm products provide to app developers. For IT Ops to prioritize their response to an incident, they need to understand the business impact, the functional organization and business locations of the impacted users, and whether desktop users are also impacted. For the line of business to determine whether or not mobile is improving workforce productivity, they need capabilities more meaningful than crash analysis, stack trace, breadcrumbs, and handled exceptions. They need metrics and analysis in terms that are relevant to the business, such as the length of time to fill out a claim form, or the number of orders processed, or not completed, by employees in a remote branch office. Aternity Workforce APM picks up where existing mapm vendors leave off, by addressing the full range of mapm use cases for developers of mobile enterprise apps, IT Ops who support them, and the line of business who rely on them to drive the business. Aternity Workforce APM focuses on the user s experience of all applications on all devices, to enable the enterprise to measure, manage, and improve workforce productivity. Aternity Workforce APM closes the visibility gap between your workforce s real user experiences as they conduct business, and what your applicationcentric APM tools are telling you about the application components, transactions, and the code that supports them. For enterprises concerned about the security of sensitive data, Aternity Workforce APM is available for deployment both on premise as well as SaaS Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 4

5 Measure, manage, and improve mobile workforce productivity with Aternity Workforce APM Four Ways Aternity Workforce APM Adds More Value to Your MDM Solution With workforce productivity as its central focus, Aternity Workforce APM augments the capabilities of your MDM or MAM solution in four key areas. Improve workforce productivity, across all apps and devices in the enterprise 2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 5

6 1. Focuses on the end user, not just the app For enterprises, improving mobile workforce productivity depends on having a detailed understanding of the end user. Rather than being an anonymous consumer, the mobile worker has a meaningful identity consisting of not just a name, but a role, department, and office location within the organization. He or she conducts a range of business activities throughout the day, on a broad portfolio of enterprise mobile apps, on multiple devices, from a variety of locations office, client site, or home. The user-centric view provided by Aternity Workforce APM enables enterprises to effectively measure, manage, and improve workforce productivity. Track user experience across the full portfolio of apps used on all devices 2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 6

7 2. Focuses on business activities, not just app transactions Mobile apps used by the workforce may be part of a single step business activity, such as apply credit, for a retailer, or part of a more complex user workflow consisting of a sequence of business activities, such as resolve a disputed charge. Most activities that consumers execute on mobile apps are requests or responses made by an application service, which existing mapm products report using technical terms, such as HTTP latency, or TCP errors. While app developers can use diagnostic data like this to monitor, prioritize, troubleshoot, and trend mobile app performance, the line of business needs information that relates to business activities to determine the impact of app performance on workforce productivity. With Aternity Workforce APM, any user interaction or network event can be used to create a signature that defines a business activity. Signatures define the start and end events that the business wants to measure, and can represent a single interaction or a multi-step business process. Neither app development skills nor Aternity engineering resources are needed to create signatures. They are configured from the Aternity console, and can be changed on the fly without redeploying the app. Create a signature for the apply credit business activity 2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 7

8 3. Provides value to the line of business, not just to app developers In addition to providing app developers with capabilities to diagnose the performance of their mobile apps, Aternity Workforce APM addresses key use cases for the line of business to determine the effectiveness of their mobile strategy, such as: Evaluating mobile adoption progress, by identifying mobile app usage patterns across the enterprise Determining whether or not SLAs are being met, by analyzing business activity performance by geography, department, and device type Validating expected gains in productivity, by comparing business activities executed on mobile devices to those executed on wired devices Tracking data consumption across the full portfolio of mobile apps, by department, business location, and carrier, to determine the impact of mobile on the data plan Reporting the financial impact of lost productivity, for activity-based costing Determine whether or not SLAs are being met by analyzing business activity performance by geography and department 2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 8

9 Track network traffic patterns, across the full range of mobile apps, by network type, carrier, geography, and device model 2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 9

10 4. Enables IT Ops to guarantee optimal service delivery With the combination of a user-centric view, and the ability to define and monitor business activities, Aternity Workforce APM addresses key IT Ops use cases. Proactively detect and analyze mobile app incidents by business activity, impacted users, department, and geography, to prioritize response Correlate app performance to the underlying network and server infrastructure, to identify the probable cause Compare the performance of mobile apps across geographies, carriers, and device and OS versions, to optimize performance Analyze apps by version, device and OS, to verify improved performance of new releases Proactively detect and analyze mobile app incidents by severity, impacted users, and business locations, to prioritize response 2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 10

11 Summary Ensure the Success of Your Mobility Initiative with Aternity Workforce APM Widespread mobile app adoption is the key to improving mobile workforce productivity. To drive adoption, a mobile app must be well-architected, intuitive to use, compatible with multiple operating systems, secure, and easy to find in the corporate app store. MDM, MAM, and MADP vendors play key roles in these steps. But ensuring excellent mobile user experience only begins there. It continues with the app s usage and performance in the field. That s where Aternity Workforce APM comes in. Aternity Workforce APM augments the domain-specific metrics and analytics provided by MDM and MAM vendors with the business context of the enterprise end user, necessary for enterprises to measure, manage, and improve workforce productivity. Adding mobile end user experience management to mobile device and application management arms enterprises with what they need to ensure the success of their mobility initiatives Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 11