7 mAPM Keys for Driving Workforce Productivity - MobileIron
7 mAPM Keys for Driving Workforce Productivity What It Takes to Deliver Excellent Enterprise Mobile User Experience
Mobile APM for Enterprise Apps—A new approach to measure, manage, and improve mobile workforce productivity Workforce mobile apps, such as productivity apps, ERP, CRM, and EHR, require capabilities beyond those which existing mAPM products provide to app developers.
As enterprises adopt mobile as a key enabler of their business strategy, they have recognized the need to monitor mobile apps to ensure customer satisfaction and workforce productivity. 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. 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.
mAPM for Enterprise Apps addresses 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.
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. mAPM for Enterprise Apps picks up where existing mAPM vendors leave off. mAPM for Enterprise Apps addresses 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.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
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Seven capabilities required to address the complexity of delivering excellent enterprise mobile user experience Enterprises whose mobile portfolios include both consumer-facing and workforce apps should expect seven key capabilities from mAPM for Enterprise Apps.
1. Enables enterprises to instrument apps for diagnostics and user interactions, no developer required It can be difficult for enterprises to get access to a development team to instrument an app with an SDK. In many cases, enterprises use third party apps, or outsource the development of custom apps to third parties. Even when apps are developed in-house, developers have their own roadmap and priorities. For these scenarios, a mobile wrapper gives full control to the enterprise IT Ops teams or app store administrators to instrument mobile apps without app developers or access to the code. Instrumenting an app for diagnostics and user interactions provides a full range of capabilities to app developers, IT Ops, and the line of business to ensure quality user experience for mobile apps, as soon as they are ready to be rolled out. The instrumented app is then loaded to the enterprise app store and is ready for distribution. Once downloaded to the user’s device, the instrumented mobile app is fully enabled to be monitored. And because there are no code changes, there is no extra development effort or impact on release schedules when apps are updated.
2. 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, mAPM for Enterprise Apps must also address 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
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
3
•
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
Report the financial impact of lost productivity due to poor app performance, by business activity and department ©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
4
3. 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 mAPM for Enterprise Apps is required for 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.
5
4. 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 mAPM for Enterprise Apps, enterprises can designate any user interaction or network event to define the workflow that the business wants to monitor, whether a single interaction or a multi-step business process.
Create a signature for the “apply credit” business activity
5. 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, mAPM for Enterprise Apps 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
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
6
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.
7
6. Improves workforce productivity, across any app and any device While enterprises are adopting mobile as a key component of their strategy, they need to continue to drive productivity across the full range of apps and devices used by the workforce. IT Ops and the line of business must keep pace with the constant stream of business-critical applications, delivered via cloud or on premise, running on virtual, and physical devices, as well as on tablets and smart phones. mAPM for Enterprise Apps provides a consistent approach for the enterprise to monitor, measure, and improve workforce productivity, across the full portfolio of applications the workforce uses as they conduct business from the office, client locations, or home.
Improve workforce productivity, across all apps and devices in the enterprise
7. Provides an on-premise solution, as well as SaaS For some enterprises, storing sensitive data on workforce productivity and performance in the cloud may not meet security concerns. mAPM for Enterprise Apps allows enterprises to choose the deployment model that best fits their needs – on premise, or SaaS.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
8
A new approach, mAPM for Enterprise Apps, adds important capabilities that enable IT Ops and the line of business to measure, manage, and improve workforce productivity.
mAPM for Enterprise Apps needs to address the complexity of delivering excellent mobile user experience As enterprises roll out mobile apps to improve customer satisfaction and workforce productivity, they need mAPM solutions that address the needs of app developers, IT Ops, and the line of business. Existing mAPM products primarily provide diagnostic capabilities for app developers to ensure a quality user experience for consumerfacing apps. A new approach, mAPM for Enterprise Apps, adds important capabilities that enable IT Ops and the line of business to measure, manage, and improve workforce productivity. •
mAPM for Enterprise Apps provides a deeper visibility into 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 they are responsible.
•
mAPM for Enterprise Apps goes beyond monitoring app transactions to monitoring business activities – user interactions with apps, in the context of a user workflow, as defined by the business, like “apply credit” or “resolve a disputed charge.”
•
mAPM for Enterprise Apps provides a single, consistent approach for IT Ops and the line of business to ensure workforce productivity on any app and any device, not just mobile.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
9
Summary Aternity mAPM for Enterprise Apps With Aternity mAPM for Enterprise Apps, enterprises get all of the capabilities that their app development, IT Ops, and line of business teams need to measure, manage, and improve workforce productivity. Aternity Workforce APM addresses the use cases of all three teams within an enterprise. Aternity Mobile APM for App Developers provides a no-cost, tag-free, SaaS delivered mAPM product for third-party app developers to ensure their apps deliver the best possible experience to enterprise end users. The Aternity Mobile Wrapper enables enterprises to instrument mobile apps for diagnostics and user interactions, without access to the code or to an app developer, ensuring they can rapidly roll out and support the mobile apps critical for driving their business.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
10
Mobile APM for Enterprise Apps—A new approach to measure, manage, and improve mobile workforce productivity Workforce mobile apps, such as productivity apps, ERP, CRM, and EHR, require capabilities beyond those which existing mAPM products provide to app developers.
As enterprises adopt mobile as a key enabler of their business strategy, they have recognized the need to monitor mobile apps to ensure customer satisfaction and workforce productivity. 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. 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.
mAPM for Enterprise Apps addresses 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.
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. mAPM for Enterprise Apps picks up where existing mAPM vendors leave off. mAPM for Enterprise Apps addresses 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.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
2
Seven capabilities required to address the complexity of delivering excellent enterprise mobile user experience Enterprises whose mobile portfolios include both consumer-facing and workforce apps should expect seven key capabilities from mAPM for Enterprise Apps.
1. Enables enterprises to instrument apps for diagnostics and user interactions, no developer required It can be difficult for enterprises to get access to a development team to instrument an app with an SDK. In many cases, enterprises use third party apps, or outsource the development of custom apps to third parties. Even when apps are developed in-house, developers have their own roadmap and priorities. For these scenarios, a mobile wrapper gives full control to the enterprise IT Ops teams or app store administrators to instrument mobile apps without app developers or access to the code. Instrumenting an app for diagnostics and user interactions provides a full range of capabilities to app developers, IT Ops, and the line of business to ensure quality user experience for mobile apps, as soon as they are ready to be rolled out. The instrumented app is then loaded to the enterprise app store and is ready for distribution. Once downloaded to the user’s device, the instrumented mobile app is fully enabled to be monitored. And because there are no code changes, there is no extra development effort or impact on release schedules when apps are updated.
2. 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, mAPM for Enterprise Apps must also address 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
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
3
•
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
Report the financial impact of lost productivity due to poor app performance, by business activity and department ©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
4
3. 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 mAPM for Enterprise Apps is required for 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.
5
4. 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 mAPM for Enterprise Apps, enterprises can designate any user interaction or network event to define the workflow that the business wants to monitor, whether a single interaction or a multi-step business process.
Create a signature for the “apply credit” business activity
5. 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, mAPM for Enterprise Apps 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
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
6
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.
7
6. Improves workforce productivity, across any app and any device While enterprises are adopting mobile as a key component of their strategy, they need to continue to drive productivity across the full range of apps and devices used by the workforce. IT Ops and the line of business must keep pace with the constant stream of business-critical applications, delivered via cloud or on premise, running on virtual, and physical devices, as well as on tablets and smart phones. mAPM for Enterprise Apps provides a consistent approach for the enterprise to monitor, measure, and improve workforce productivity, across the full portfolio of applications the workforce uses as they conduct business from the office, client locations, or home.
Improve workforce productivity, across all apps and devices in the enterprise
7. Provides an on-premise solution, as well as SaaS For some enterprises, storing sensitive data on workforce productivity and performance in the cloud may not meet security concerns. mAPM for Enterprise Apps allows enterprises to choose the deployment model that best fits their needs – on premise, or SaaS.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
8
A new approach, mAPM for Enterprise Apps, adds important capabilities that enable IT Ops and the line of business to measure, manage, and improve workforce productivity.
mAPM for Enterprise Apps needs to address the complexity of delivering excellent mobile user experience As enterprises roll out mobile apps to improve customer satisfaction and workforce productivity, they need mAPM solutions that address the needs of app developers, IT Ops, and the line of business. Existing mAPM products primarily provide diagnostic capabilities for app developers to ensure a quality user experience for consumerfacing apps. A new approach, mAPM for Enterprise Apps, adds important capabilities that enable IT Ops and the line of business to measure, manage, and improve workforce productivity. •
mAPM for Enterprise Apps provides a deeper visibility into 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 they are responsible.
•
mAPM for Enterprise Apps goes beyond monitoring app transactions to monitoring business activities – user interactions with apps, in the context of a user workflow, as defined by the business, like “apply credit” or “resolve a disputed charge.”
•
mAPM for Enterprise Apps provides a single, consistent approach for IT Ops and the line of business to ensure workforce productivity on any app and any device, not just mobile.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
9
Summary Aternity mAPM for Enterprise Apps With Aternity mAPM for Enterprise Apps, enterprises get all of the capabilities that their app development, IT Ops, and line of business teams need to measure, manage, and improve workforce productivity. Aternity Workforce APM addresses the use cases of all three teams within an enterprise. Aternity Mobile APM for App Developers provides a no-cost, tag-free, SaaS delivered mAPM product for third-party app developers to ensure their apps deliver the best possible experience to enterprise end users. The Aternity Mobile Wrapper enables enterprises to instrument mobile apps for diagnostics and user interactions, without access to the code or to an app developer, ensuring they can rapidly roll out and support the mobile apps critical for driving their business.
©2014 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.
10
