mobile app users will decide the fate of your business—it’s time to impress them

1 © 2014 CA. All rights reserved.

Mobile App Users will Decide the Fate of Your BusinessIt’s time to impress them.

JULIE CRAIGRESEARCH DIRECTOR, APPLICATION MANAGEMENT ENTERPRISE MANAGEMENT ASSOCIATES, INC.

JONATHAN LINDOVP, ENTERPRISE MOBILITYCA TECHNOLOGIES

SCOTT EDWARDSDIRECTOR, APM PRODUCT MARKETINGCA TECHNOLOGIES

April 13, 2023

Julie CraigResearch Director, Application Management

Enterprise Management Associates

What Are Your Apps “Saying” About Your Company?

© 2014 Enterprise Management Associates, Inc.

Agenda

Perception and reality

Applications and Application Performance Management (APM)

Navigating the Maze of End User Experience (EUE) Solutions

APM + EUE: 1 + 1 = 3

Summary and wrap-up

Slide 3

The value proposition of brand equity

• “If this business were split up, I would give you the land and bricks and mortar, and I would take the brands and trademarks, and I would fare better than you.” • John Stuart, former CEO of Quaker Oats 1

• “Brands are now widely recognized to be one of the most valuable assets that a firm owns” 2

Slide 4 © 2014 Enterprise Management Associates, Inc.

1 University of Rochester, “Brand Equity as a Revenue Multiplier,” http://www.simon.rochester.edu/fac/misra/bem.pdf2 Most valuable brands Forbes, 11/13, http://www.forbes.com/sites/kurtbadenhausen/2014/11/06/apple-dominates-list-of-the-worlds-most-valuable-brands/

Brand Value $104.3 BYOY growth: 20%



http://www.simon.rochester.edu/fac/misra/bem.pdf

The bad news: 50% of the time, users detect application problems before IT does


Thinking about your company’s enterprise business software applications, how does IT most often find out about application-related problems?

48%

18%

16%

12%

3%

3%

Calls from users

Detected by monitoring Center

Notification from application management products

Notification from domain-specific management products, i.e., network, database, etc.

Notification from transaction management products

Notification from SLM products

Source: EMA, “Application Performance Management (APM) in the Age of Hybrid Cloud”

Every minute spent doing root cause analysis is one MORE minute of poor application quality

Slide 6

If an application-related problem is escalated beyond Level 1 support, what is the average length of time (elapsed time) it takes to determine the root cause?

23%

19%

10%

4%

1%

42%


Less than 1 hour

1 to 8 hours

9 to 24 hours

25 to 48 hours

3 to 7 days

More than 7 days


Majority of Online Retail Access now on Mobile


• 55% of all time spent on online retail sites is via a mobile device 1

• Almost 60% of mobile users have used their phone as a shopping aid— while in a store-- to call a friend for buying advice, to check competing prices, or to read online product reviews 1

• Tablet users spend, on average, 50% more than Smartphone users when shopping online 2

1 Internet Retailer, http://www.internetretailer.com/2013/10/01/its-official-mobile-devices-surpass-pcs-online-retail2 Adobe Digital Marketing, http://www.fastcompany.com/1809535/tablet-users-spend-50-more-purchase-smartphone-owners

http://www.internetretailer.com/2013/10/01/its-official-mobile-devices-surpass-pcs-online-retail

Agenda




APM + EUE: 1 + 1 = 3

Summary and wrap-up


Top application-related challenges are …


Which are the top three application-related challenges being experienced in your organization?

32%

32%

29%

21%

20%

18%

17%

13%

12%

33%Slow performance

Intermittent problems, causes unknown

High fixed costs related to application support

Excessive time spent troubleshooting

Lack of visibility to end user experience

Lack of visibility to “end to end” transaction

Problems related to integrating with Cloud-delivered services

Adverse impact of changes

Excessive downtime

Can’t meet negotiated service levels


Top mobile challenges are …

What are your organization’s top three (3) challenges with managing mobile devices?

18%

18%

19%

19%

23%

23%

26%

28%

29%

37%


47%Ensuring data security

Network connectivity / performance

Integration with other management tools

Remote problem resolution

Standardizing configurations

Managing mobile device activity on enterprise networks

Achieving compliance

Tracking of mobile devices

Delivering applications

Management remote access to enterprise resources via mobile devices

Managing disparate platforms

Source: EMA, “Enterprise Mobile Device Management: How Smartphones and Tablets are Changing Workforce IT Requirements”


How many “homegrown tools” does your company have?

Slide 11

Which are the top three (3) application-related management technologies and products that your company currently uses to manage applications?

Application Management Enterprise Platform

Change management

Homegrown monitoring tools

Log analysis solutions

Silo tools, such as server or database management

Application Aware Networking Products

Network-focused Real User Monitoring (RUM)

“Freeware”

Endpoint instrumentation

Web Browser monitoring via code injection

Modular Application Management Suite

Synthetic transactionApplication discovery and dependency mapping

products (ADDM)Correlation/analytics tools that consolidate metrics

from multiple management products

35%

35%

32%

31%

28%

19%

19%

17%

15%

14%

13%

10%

10%

10%Correlation/analytics tools that consolidate metrics frommultiple management products



Does your company consider the mobile applications delivered by your IT department to be mission critical? *

Slide 12

* Poll response for the questions asked during the webcast

Agenda




APM + EUE: 1 + 1 = 3

Summary and wrap-up



What is EUE?

• Two roles, depending on the product and use case• Contribute a user-focused view of the

application to the APM “big picture” Combines user perspective metrics with

triage/root cause analysis capabilities of APM

• Can also act as stand-alone products geared primarily toward performance monitoring As stand alone tools, typically have minimal

support for root cause analysis

Slide 14


“End User Experience” is a “catch all” term for very different product types

• Network tracing or capture• Visibility into network flows and packets (“Sniffers” and analytics

products built over “sniffer-like” capabilities)

• Active or synthetic transaction monitoring• Script-based tests that run against an application at regular intervals

• Passive or observed transaction monitoring• Monitor via data flow analysis such as HTTP/HTTPS or similar

• Browser instrumentation• Endpoint monitoring

Each delivers visibility from slightly different perspective

Slide 15

Agenda




APM + EUE: 1 + 1 = 3

Summary and wrap-up


EUE + APM

• APM Key Value Proposition: Visibility to application ecosystem, topology management, production support, consolidate/correlate data

• EUE Key Value Proposition: Visibility to end user perspective• Value proposition of combined approach

• Analytics linking insight into application execution with insight into user experience• Trending for application infrastructure “right sizing”• Reduced dependency on manual troubleshooting and “war room” exercises• Support for DevOps and Continuous Delivery

Pre- and post- production

• Support for ITSM functions such as SLM• Supports adoption of new technologies such as mobile, Cloud, IoT


Agenda




APM + EUE: 1 + 1 = 3

Summary and wrap-up


Like it or not, applications “speak” to Users

• Digital users expect the same high performance, regardless of the device they are using• Customers who use multiple devices to

research and purchase products tend to spend more

• Users associate the quality of the digital experience with the quality of a company’s products

• APM and EUE solutions are foundational for ensuring a quality digital experience, regardless of the device


For more information on Enterprise Management Associates, please go to www.enterprisemanagement.com, or call +1 303-543-9500

Research results shown can be found athttp://bit.ly/1A4twZP

http://www.enterprisemanagement.com/

http://bit.ly/1A4twZP

MOBILE APPS…THE HEARTBEAT OF LIFEInspire Your Mobile Users With Every App Experience

22 © 2014 CA. ALL RIGHTS RESERVED.

The World in 2014 as we know it…

Number of Mobile App downloads as of July 150B+Average # of Mobile App downloads per phone 33

Number of apps in App Stores 3,000,000+App Store revenue in 2013$ 26B+

http://www.phonearena.com/news/The-average-global-smartphone-user-has-downloaded-26-apps_id47160


Native apps continue their rule…


Achieving Mobile App Distribution

Cross App Promotion

Mobile Advertising

App Store Chart Boosting

Web Banner Ads

Marketing Automation

Webinar Campaigns

SEOEmail Marketing Campaigns

Social Media MarketingTwitter Promotion Facebook Ads

$$$


Great, We Have Installs! But wait…

http://swrve.com/lp/new-players-report/?utm_source=blog&utm_medium=internal&utm_campaign=new-players-report

Never run your app more than once…19%

No longer running your app after 30 days!94%

User who will never reach 5 runs of your app: 45%

Our job is far from done…


Achieving and Maintaining Engagement…

http://techcrunch.com/2011/12/18/app-ocalypse/http://mobilemarketingmagazine.com/brits-app-attention-span-shorter-than-ever

Number of Mobile Apps used regularly per week15

deleted an app due to crashes or poor performance82%

Users demanding good app performance 65%

Tougher than ever!

http://techcrunch.com/2011/12/18/app-ocalypse/

How do we separate from the pack?

Mobile App Performance is Critical

CA Helps Drive the Application Economy

144 BillionMetrics per Day

Leading Telco captures

1,100+Across the World

Enterprise Customers

2.5 MillionConcurrent Customer Sessions

Online Tax Company

14 yearsLeadership

APM Market

80+Focused on APM Innovation

Patents

ACTUAL CUSTOMER USE CASESCA DEFINED THE APM MARKET

25,000Agents/JVM Deployed

Leading Technology Vendor


1. Delight Customers– Deliver great experiences, Improve with analytics– Provide world-class support

2. Resolve Issues Rapidly– Alerts on early signs of trouble– Accurate understanding of issue

3. Deliver High Value– Understand behavior, Apply real-time intelligence– Fail fast, iterate quickly

5-Star App Goals


Answer Key Questions!Visualize, Understand Impact and be Proactive.

Who is using our apps?

Where and When are apps used?

What are my users doing with our apps?

SummaryWhat is their user experience like?

Can I Help users get more value?


Keys to Success

IT Operations - Deep VisibilityComplete end-to-end view into mobile apps– Extend operations view into mobile apps & infrastructure

R&D - Rapid Problem AnalysisFrom ‘mobile to mainframe’– Identify issues at 30,000 ft view, drill to microscopic app-level detail

Product Owner - Actionable AnalyticsBy app, region, carrier, device or users– Reveal specific analytics data based on multiple variables


The Needs of a Mobile Analytics Solution

1. Usage & End-User Experience Analytics How are users interacting with our apps?

2. App Performance MetricsIs the user experience good?

3. Crash Reporting & Issue AnalysisAre users experiencing problems?

4. Monitoring & AlertingRespond to mobile infrastructure issues.


Visualize Mobile to MainframeComplete End-to-End User Experience


Broad, Deep Visibility Into Your Mobile Infrastructure


Actionable AnalyticsBy App, Region, Carrier, Device Or Users


Understand User Experience & Behavior


Mobile App Topology View App, Network, Servers, Mainframe, Databases


Give Customers World-class Support Live Remote Mobile Support


Key Advantages Needed for True Mobile APM

Ease-of-use, Quick time to valueSimple sign-up, ‘no touch’ app wrapping

On-Premise or SaaS option

3600 mobile infrastructure monitoringApp, network, servers, database, mainframe, synthetic

Comprehensive solution for enabling MobilityDev, test, devops, operations, support


APPLICATION ECONOMYTHIS IS THE AGE OF THE

USERSAND IT’S ALL ABOUT THE

LOYALTY?HOW DO YOU EARN THEIR

FLAWLESSYOU MUST DELIVER A

EVERY TIMEEXPERIENCE

Rule #1 of App Economy = Inspire Your Users

www.ca.com/startattheend

http://bit.ly/1qma958

Ops … Where Your Customers TOUCH THE CODE

The “most critical” tool to enable DevOpsVanson Bourne Study, 2014

APM is # 1

Ops … Where Your Customers TOUCH THE CODE

The “most critical” tool to enable DevOpsVanson Bourne Study, 2014

APM is # 1What is Driving Need for DevOps?

Need to improve quality & performance of the apps

Need to improve the end customer experience

Greater need for simultaneous deployment across different platforms

The increasing user of mobile devices

Pressure to release apps more quickly to meet Customer demands/ enter new markets

Need for greater collaboration between dev and ops

42%

34%

29%

28%

27%

25%

Seamless Integration of 4-Domains of Mobile Analytics

Critical Need for Comprehensive Mobile APMMake Every Mobile App Experience … Inspiring

App Performance App Health App Usage App Behavior

Problem Isolation• Crash analytics

drill down• Shows all events

leading up to crash

• Fully troubleshoot native app

Develop With Real User Data• End-user action

recording• Remote logging• Data usage• Feature usage• How often, how

long, what screens

Know User Interaction• Create user

experience reports

• Understand user flow, buttons pushed, etc.

Track Critical Business Services• Feature usage• Heat maps• Response time• Load time• Performance and

usage by Geo, Carrier Network, Device, O/S etc.

With Deployment Options

SaaS On-Prem

Into APM for 3600 Mobile-to-Mainframe Visibility

Mobile-to-Mainframe APMMobile Transaction App Triage Map

Development Prototype, actual implementation may differ

Join Us Nov. 9-12 as we Unveil CA’s Mobile-to-Mainframe APM Solution

http://www.ca.com/us/caworld.aspx