White Paper. Enterprise Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager

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1 White Paper Enterprise Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager

2 1 Introduction Whether in offices, retail outlets, warehouses, hospitals, or schools, enterprise mobility continues to accelerate. Mobile workers are running a variety of mission-critical applications on laptops, handheld devices, and mobile phones. More users and devices are working in a mobile fashion: frequent travelers are hoteling or working in their home offices, warehouse workers are using barcode scanners to update inventory systems as soon as merchandise leaves the truck, and hospitals are using RFID tags to track intravenous pumps and other valuable medical equipment to provide just a few examples. Underscoring the mobility wave, Gartner 1 predicts that by year-end 2010, 70% of global enterprises will be forced to re-architect infrastructure to enable mobile, temporary, or teleworker access, and by 2013, 70% of new enterprise users will be wireless by default and wired by exception. Consequently, organizations are finding themselves managing an ever-expanding fleet of mobile devices and other assets with mission-critical consequences for downtime. However, many are doing so without considering the unique characteristics of mobile devices: Mobile device users are not always technically savvy enough to troubleshoot problems that require them to check software versions, update drivers, or perform other technical tasks. The mere fact that mobile device are portable makes them difficult to manage. Users may be connecting on a sporadic basis and accessing different parts of the network infrastructure at different times. User movements can affect signal quality, and users can t always give the service desk an accurate description of where they were when a problem occurred. Portability also makes it harder to get a handle on mobile asset inventory. Network and warehouse managers across all industries have experienced devices that mysteriously disappear. For instance, one retailer discovered that a stock clerk was hiding his favorite inventory scan gun in his locker every night. Consequently, as more and more devices come onto the network, the IT support burden increases for everyone, from the desktop support teams who are responsible for device operation to the service desk staff who provide phone support. Network engineers also suffer as they attempt to optimize the network for an ever-increasing combination of operating systems and protocols. These challenges are compounded in multi-vendor, multi-operating-system environments. Cost containment is especially critical as an organization mobilizes its workforce. In fact, a recent Aberdeen report 2 indicates that organizations are increasing their mobility spend even as their overall IT budgets have decreased. In other words, while IT budgets are shrinking, mobility represents an ever-growing share of the total IT budget. Organizations need to also pay close attention to potentially large sources of wasted money in the mobile device arena for example, purchasing duplicate device inventory or the paying for support on devices that are no longer in use. The bottom line: at a point in the economic cycle when budgets are shrinking and productivity is at a premium, 1 Gartner, The Convergent Policies of Wired and Wireless LANs, December Aberdeen Group, Wireless Expense Management: The Cost of Mobile Workers, September Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager Aruba Networks

3 efficient mobile device management promises to take make life easier for IT, drive tangible cost savings, improve security, and improve productivity and performance for mobile users. The factors outlined above are generating the need for next-generation mobile device management solutions, which can drive major cost, operational efficiency, and competitive advantages for all types of organizations. Recognizing this need, AirWave Mobile Device Manager TM (MDM) extends the visibility and control of AirWave 7 to give organizations a fully integrated approach to managing their mobile devices as well as their wired and wireless network infrastructure. AirWave MDM provides over-the-air management of business-critical devices ranging from handheld devices, to self-service kiosks, to wireless printers. It uniquely provides a single view of both the wireless network and all devices connected to that network, so that operations staff can quickly determine the source of problems. MDM arms you with a solution with significant benefits for your organization: it helps you save time and money, improve service quality and user satisfaction, and make better decisions about your mobile applications. 2 AirWave Mobile Device Manager Overview AirWave MDM offers the following advantages: Saves time. It is not always clear if technical issues are user-, device-, or network-related. Because MDM provides network and device visibility in one place, support staff have one platform to quickly pinpoint problem sources, thereby saving time and boosting service quality. If frontline staff needs to hand off issues to desktop support specialists or network engineers, MDM allows for a smooth transition with less fingerpointing. Saves money. In widely distributed networks such as retail chains, a common recurring problem is the difficulty of determining exactly how many devices are actually in operation at each location. AirWave MDM provides a convenient, time-saving way for operations staff to track which devices are deployed and where. Any device that associates wirelessly with the network can be monitored without installing additional software. AirWave MDM lets staff and managers quickly filter device lists by location and view device details, including when the device was last seen on the network. In addition, through the AirWave VisualRF module, devices can be located on building floor plans within a few meters of accuracy. This unmatched visibility enables organizations to reduce costs by tracking and recovering lost, stolen, or hoarded devices, preventing unnecessary purchases, as well as ensuring they are not paying for support on devices that are no longer in operation. Curbs support costs. MDM provides over-the-air remote control of Windows -based devices for detailed diagnostics, troubleshooting, and repairs, just as though staff were physically handling the device. This significantly reduces support costs as well as travel time to and from remote locations. MDM also simplifies management of configuration changes across multiple types of devices further reducing time and overall costs for users and IT. Boosts service quality. MDM provides support staff with a centralized view and point-of-control that allows them to globally manage, update, and configure devices without interrupting the workforce. As a result, they are able to shield users from network complexity while solving problems faster and even before issues impact end-users. Improves security. MDM offers higher security by ensuring strict policy enforcement and eliminating security gaps. For example, the product can significantly speed up the process of deploying Windows OS patches when the organization receives security alerts from Microsoft. Reduces IT burden. Level 3 engineers often resolve a large percentage of user problems because the frontline service desk isn t equipped with the appropriate tools. MDM allows first-line support personnel to solve more issues, thereby keeping your most valuable support resources focused on strategic tasks. Aruba Networks Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager 2

4 Shortens the learning curve. Your support staff accesses AirWave MDM through the same easy-to-use web interface as the AirWave Wireless Management Suite (AWMS), eliminating training time and expense that would otherwise be required to manage devices. The user interface has been specifically designed for rolebased access by service desk personnel as well as other IT staff. For example, the desktop support team could have its own dashboard that provides an at-a-glance view of devices rather than network infrastructure and supports their existing business processes. Capacity planning. With an accurate inventory of all client devices in operation and a view of where they are deployed, MDM provides the visibility you need to accurately predict future capacity needs, based on your business requirements. You can group, classify, and filter devices for additional decision support. Make better network infrastructure decisions. Without a complete picture of your mobile assets, it is difficult to intelligently plan for the future. With a holistic network view, MDM allows you to understand exactly what devices are connecting and what applications and firmware are in use currently so you can make sure your network is optimized based on your requirements now and in the future. Fully grasping the WLAN capabilities of all your mobile devices is also valuable in determining your ability to migrate your infrastructure to new technologies such as n. 3 AirWave MDM Vision Aruba Networks vision is to reduce the operational expense of supporting today s highly mobile and virtual workforce while giving users the reliable service they need to keep your business running smoothly. Delivering on this vision of efficiency and service quality is what drove Aruba to expand the capabilities of the AirWave solution from network infrastructure to mobile devices. Today, thousands of network managers use the AirWave Wireless Management Suite to control and manage global wireless LAN deployments; many of them want the same level of visibility to manage all their mobile assets. AirWave MDM addresses this important need. 4 AirWave Mobile Device Manager Technology Overview The AirWave Wireless Management Suite provides a single console to monitor, configure, and control the edge of your network. As an extension of AWMS, AirWave MDM seamlessly integrates the management of mobile devices through the combination of the AirWave MDM server and a lightweight agent application installed on Windows-based devices (the MDM Agent). AirWave MDM is built using an overlay architecture in which the AirWave MDM server communicates with one or more AirWave Management Platform (AMP) servers. AMP servers are responsible for communication with network elements such as wireless LAN controllers, access points, and edge switches, while the MDM server is responsible for communication with managed client devices. From the AMP interface, hyperlinks provide a seamless workflow between AMP servers and AirWave MDM. This architecture places the bulk of the communications workload on individual AMP servers, while the MDM server focuses exclusively on client device management. As a result, organizations can efficiently scale their client device management infrastructure to even the largest global networks with thousands of devices, while maintaining a single view. 3 Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager Aruba Networks

5 4.1 MDM Server The AirWave MDM server automatically discovers every client device that connects to a managed wireless network anywhere across the globe. It serves as a centralized device repository of all devices in operation. It also inherits the organizational structure that administrators create in AMP, giving you an automated way to tag devices by location, organization, or however you have grouped your network in AMP. Users across the IT organization can search and access actionable information on devices for planning and asset management purposes. This architecture offers the following advantages: Provides an accurate inventory of client devices in operation Lets you group, classify, and filter all of your devices based on capabilities or manufacturer Eliminates the need to manually add newly deployed devices to the application Provides visibility into where all your devices are being used for capacity planning purposes, whether in a store, warehouse, hospital, or college campus Saves on unnecessary support costs by enabling IT to report on devices that have been taken out of service Discourages hoarding because you know the location of every device and can see who has used it Usage Scenario: Capacity Planning One of the most common issues faced by IT staff at retailers is the decision about how many point-ofsale systems, printers, scanner guns, and other devices to purchase for a new warehouse or retail location. Using MDM, decision-makers can quickly see how many devices are actually in use at each of the existing locations. This information is invaluable in ensuring that staff at the new location have everything they need to do their jobs while avoiding unnecessary purchases. 4.2 Types of Supported Devices Aruba Networks Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager 4

6 Depending on the type of devices you have deployed, AirWave MDM provides one of three levels of mobile device management support: Monitored devices. Provides standard monitoring that tracks device location, network card information, and association data such as frequency, duration, SSID, security method, and more. In addition, you will get a complete list of hardware inventory within the device, including interfaces, battery types, keyboard type, display type, dimensions, and environment certifications. All of this information is available for any device that associates with the network. Usage Scenario: Application Optimization A healthcare provider is rolling out a new patient care application in 10 of its facilities. The organization already has handheld devices deployed in these facilities, but the devices were purchased over a number of years. Using the data captured by AirWave MDM, IT is able to identify the three most common models and interfaces so that the application can be optimized most effectively. Agentless interface. Recognizing the need to globally manage multiple devices over many locations, some mobile device manufacturers offer a proprietary management interface to allow centralized management and control. AirWave MDM provides an agentless interface that leverages these interfaces to access key information, such as model type, processes, and capacity information. For example, the agentless interface could track model number, battery power level, memory utilization, and installed fonts on certain types of portable printers. In addition, the agentless interface allows IT to configure devices and upgrade firmware, if supported by the device manufacturer. Figure 1: Advanced device diagnostics include association history, memory utilization, battery level, and a view of the RF environment from the client s perspective. Usage Scenario: Faster Troubleshooting A user in a manufacturer s Detroit warehouse is having trouble with his O Neil printer. After evaluating monitoring data over the past two weeks, IT determines that the battery has started draining four times as quickly as normal. Fortunately, the warehouse has some extra batteries on hand; the user installs a new one and is back to work. 5 Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager Aruba Networks

7 MDM Agent. The MDM Agent is a lightweight client (approximately 2 MB) that is installed on Windows - based devices. It provides all the monitoring and control capabilities as described above for the agentless interface, plus a comprehensive device manifest that helps you monitor device health and status. The MDM Agent allows IT to take control of a managed device remotely for troubleshooting, management of device configurations and settings, deployment of unattended updates, and performing device reboots. With the remote control capability, operations staff no longer need to talk a remote user through troubleshooting and configuration steps. Using the remote control function, a remote staff member sees the exact display viewed by the end-user and can directly interact with the host operating system on the device, make configuration changes, view settings and statistics, or demonstrate to a user how an application should be used. The MDM Agent offers higher security by ensuring strict policy enforcement and eliminating security gaps. For example, the product can significantly speed up the process of getting Windows OS patches when users receive security alerts from Microsoft. Additionally, MDM Agent helps organizations efficiently perform network-wide security upgrades, such as the upgrade from WEP to WPA2, which is critical for PCI compliance. For organizations still using WEP, MDM offers a more efficient process to upgrade your network and devices at the same time. Figure 2: The MDM Agent s remote control feature simplifies troubleshooting for support staff. Usage Scenario: Efficient Updates A software vendor informs a major retailer about a security hole in one of its store applications. Plugging the security hole requires installing software on more than 1,200 Motorola handhelds. The handheld support team is able to use the MDM Agent to push the update to all affected devices that night after closing time. Aruba Networks Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager 6

8 5 Summary Today s best-in-class organizations are empowering their workers with mobile access to enterprise applications and data, resulting in increased productivity and a higher ROI on their IT assets. This mobility brings with it the need for an end-to-end solution that can cost-effectively manage the operations of mobile devices and the network infrastructure. MDM provides an integrated view of both the devices and the wireless networks over which they re operating, enabling support staff to quickly determine the root cause of any problems and simplifying their day-to-day jobs. Organizations don t have to train their people on separate mobile device management tools, and they can avoid the finger-pointing that comes from having inconsistent information across different tools. The key features and advantages MDM offers are summarized in the table below. Features Seamless integration with AirWave Wireless Management Suite provides single-console access to manage both wireless networks and devices connected to the network Live over-the-air diagnostics, troubleshooting, and repair Ability to manage, update, and configure mobile devices remotely, without interrupting the workforce Mobile asset tracking Scalable architecture Multiple device type support Multi-vendor wireless network support Benefits Accelerated time-to-resolution by gaining a complete picture of the network for root-cause analysis. Cost savings and improved service quality by allowing the service desk to immediately diagnose, troubleshoot, and repair mobile devices. Higher enduser satisfaction. Improved service quality and higher user productivity. Cost and time savings through the ability to track and locate all mobile devices. Higher asset utilization, fewer lost devices, fewer duplicate purchases, and the avoidance of unnecessary support payments. Allows AirWave MDM to scale to tens of thousands of managed devices. Allows faster troubleshooting and easy deployment with no client software required for many devices. Ability to cost-effectively manage all connectivity options, without training IT on separate, singlevendor tools. 7 Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager Aruba Networks

9 About Aruba Networks People move. Networks must follow. Aruba securely delivers networks to users, wherever they work or roam, using a combination of award-winning solutions: Adaptive n Wi-Fi networks optimize themselves to ensure that users are always within reach of mission-critical information. Rightsizing expensive wired LANs by replacing them with high-speed n Wi-Fi reduces both capital and operating expenses; Identity-based security assigns access policies to users, enforcing those policies whenever and wherever a network is accessed; Remote networking solutions for branch offices, fixed telecommuters, and satellite facilities ensures uninterrupted remote access to applications; Multi-vendor network management provides a single point of control while managing both legacy and new wireless networks from Aruba and its competitors. The cost, convenience, and security benefits of our secure mobility solutions are fundamentally changing how and where we work. Listed on the NASDAQ and Russell 2000 Index, Aruba is based in Sunnyvale, California, and has operations throughout the Americas, Europe, Middle East, and Asia Pacific regions. To learn more, visit Aruba at For real-time news updates follow Aruba on Twitter at Aruba Networks, Inc. AirWave, Aruba Networks, Aruba Mobility Management System, Bluescanner, For Wireless That Works, Mobile Edge Architecture, People Move. Networks Must Follow., RFProtect, The All Wireless Workplace Is Now Open For Business, Green Island, and The Mobile Edge Company are trademarks of Aruba Networks, Inc. All rights reserved. All other trademarks are the property of their respective owners. Aruba Networks Streamlining Your Mobile Device Operations With AirWave Mobile Device Manager 8

10 1344 Crossman Ave. Sunnyvale, CA Tel Fax Aruba Networks, Inc. AirWave, Aruba Networks, Aruba Mobility Management System, Bluescanner, For Wireless That Works, Mobile Edge Architecture, People Move. Networks Must Follow., RFProtect, The All Wireless Workplace Is Now Open For Business, and The Mobile Edge Company are trademarks of Aruba Networks, Inc. All rights reserved. All other trademarks are the property of their respective owners. WP_AWMDM_091221