how end user experience management adds value to mobile ... · four ways aternity workforce apm...

How End User Experience Management Adds Value to Mobile Device Management

It’s All in The Name!

©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 2

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.

• CitrixboughtZenpriseinDecember2012

• VMwareboughtAirWatchinJanuary2014

• GoodboughtBoxToneinFebruary2014

Atthesametime,MobileAppDevelopmentPlatform(MADP)vendorsareexpandingtheir 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-playMADPvendorslikeAntennasoftware(nowownedbyPegasystems)

• EnterprisesoftwarevendorslikeSAP

• MobileappvendorslikeSalesforce.com,and

• OSplatformanddevicevendorslikeApple,Google,andMicrosoft

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.


App Development, Deployment, and Security are the First Steps to Achieving Your Strategic Mobility Goals

WhatcangetlostinthismobilealphabetsoupishowEMMvendorsenablecustomersto 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 mobiledevices.WithMDMsolutions,enterprisessetdevice-widesecuritypolicies,likeuser 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.

WithMAMsolutions,enterprisesdistributemobileapps,throughprivateorhostedapp 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

Withintheirproductportfolios,EMMvendorsprovidemetricsandanalyticsassociatedwiththeirdomainexpertise.MDMvendorsprovideanalyticsatthedevicelevel,buthave 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 tomonitormobileenduserexperience.ExistingmobileAPM(mAPM)vendorshaveresponded 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.

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.

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.


Workforcemobileapps,suchasproductivityapps,ERP,CRM,andEHR,requirecapabilitiesbeyondthosewhichexistingmAPMproductsprovidetoappdevelopers.ForITOpstoprioritizetheirresponsetoanincident,theyneedtounderstandthebusiness impact, the functional organization and business locations of the impacted users, and whether desktop users are also impacted.

Forthelineofbusinesstodeterminewhetherornotmobileisimprovingworkforceproductivity, they need capabilities more meaningful than crash analysis, stack trace, breadcrumbs,andhandledexceptions.Theyneedmetricsandanalysisintermsthatare 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.

AternityWorkforceAPMpicksupwhereexistingmAPMvendorsleaveoff,byaddressing 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 thebusiness.AternityWorkforceAPMfocusesontheuser’sexperienceofallapplications on all devices, to enable the enterprise to measure, manage, and improve workforceproductivity.AternityWorkforceAPMclosesthevisibilitygapbetweenyourworkforce’srealuserexperiencesastheyconductbusiness,andwhatyourapplication-centric APM tools are telling you about the application components, transactions, and thecodethatsupportsthem.Forenterprisesconcernedaboutthesecurityof sensitivedata,AternityWorkforceAPMisavailablefordeploymentbothonpremise aswellasSaaS.

Aternity Workforce APM closes the

visibility gap between your workforce’s real

user experiences as they conduct

business, and what your application-

centric APM tools are telling you about

the application components,

transactions, and the code that

supports them.


Four Ways Aternity Workforce APM Adds More Value to Your MDM Solution

Withworkforceproductivityasitscentralfocus,AternityWorkforceAPMaugmentsthe capabilities of your MDM or MAM solution in four key areas.

Improve workforce productivity, across all apps and devices in the enterprise

Measure, manage, and improve mobile workforce productivity with Aternity Workforce APM


1. Focuses on the end user, not just the app

Forenterprises,improvingmobileworkforceproductivitydependsonhavingadetailedunderstandingoftheenduser.Ratherthanbeingananonymousconsumer,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. Theuser-centricviewprovidedbyAternityWorkforceAPMenablesenterprisestoeffectively measure, manage, and improve workforce productivity.

Track user experience across the full portfolio of apps used on all devices


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“applycredit,”foraretailer,orpartofamorecomplexuserworkflowconsistingofa sequence of business activities, such as “resolve a disputed charge.” Most activities thatconsumersexecuteonmobileappsarerequestsorresponsesmadebyanapplicationservice,whichexistingmAPMproductsreportusingtechnicalterms,suchasHTTPlatency,orTCPerrors.Whileappdeveloperscanusediagnosticdatalikethis 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.

WithAternityWorkforceAPM,anyuserinteractionornetworkeventcanbeusedtocreatea“signature”thatdefinesabusinessactivity.Signaturesdefinethestartandend 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 Aternityconsole,andcanbechangedontheflywithoutredeployingtheapp.

Create a signature for the “apply credit” business activity


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 oftheirmobileapps,AternityWorkforceAPMaddresseskeyusecasesforthelineofbusiness to determine the effectiveness of their mobile strategy, such as:

• Evaluatingmobileadoptionprogress,byidentifyingmobileappusagepatternsacross the enterprise

• DeterminingwhetherornotSLAsarebeingmet,byanalyzingbusinessactivityperformance by geography, department, and device type

• Validatingexpectedgainsinproductivity,bycomparingbusinessactivitiesexecutedonmobiledevicestothoseexecutedonwireddevices

• Trackingdataconsumptionacrossthefullportfolioofmobileapps,bydepartment, business location, and carrier, to determine the impact of mobile on the data plan

• Reportingthefinancialimpactoflostproductivity,foractivity-basedcosting

Determine whether or not SLAs are being met by analyzing business activity performance by geography and department


Track network traffic patterns, across the full range of mobile apps, by network type, carrier, geography, and device model


Proactively detect and analyze mobile app incidents by severity, impacted users, and business locations, to prioritize response

4. Enables IT Ops to guarantee optimal service delivery

Withthecombinationofauser-centricview,andtheabilitytodefineandmonitorbusinessactivities,AternityWorkforceAPMaddresseskeyITOpsusecases.

• Proactivelydetectandanalyzemobileappincidentsbybusinessactivity,impacted users, department, and geography, to prioritize response

• Correlateappperformancetotheunderlyingnetworkandserverinfrastructure,to identify the probable cause

• Comparetheperformanceofmobileappsacrossgeographies,carriers,anddeviceandOSversions,tooptimizeperformance

• Analyzeappsbyversion,deviceandOS,toverifyimprovedperformanceofnewreleases


Ensure the Success of Your Mobility Initiative with Aternity Workforce APM

Widespreadmobileappadoptionisthekeytoimprovingmobileworkforceproductivity. 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 excellentmobileuserexperienceonlybeginsthere.Itcontinueswiththeapp’susageandperformanceinthefield.That’swhereAternityWorkforceAPMcomesin.

AternityWorkforceAPMaugmentsthedomain-specificmetricsandanalyticsprovidedbyMDMandMAMvendorswiththebusinesscontextoftheenterpriseend user, necessary for enterprises to measure, manage, and improve workforce productivity.Addingmobileenduserexperiencemanagementtomobiledeviceandapplication management arms enterprises with what they need to ensure the success of their mobility initiatives.

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how end user experience management adds value to mobile ... · four ways aternity workforce apm...

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