How End User Experience Management Adds Value to Mobile Device Management
May 14, 2014

Mike Marks
Riverbed

Share this

The Enterprise Mobility Management (EMM) market is undergoing rapid change, in response to enterprises focusing on mobile to increase customer satisfaction and workforce productivity. Mobility programs like Bring Your Own Device (BYOD) 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.

Provisioning, Configuration, Distribution and Security are the First Steps to Achieving Enterprise 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 and data protection policies, and provision bundles of software to devices.

With MAM solutions, enterprises distribute mobile apps through app stores and set policies for security, configuration, and provisioning for individual apps, and workforce groups. They enable enterprises to manage the application lifecycle, as new versions, patches, and upgrades are made available.

These capabilities are necessary for mobility initiatives, but by themselves, don’t enable enterprises to improve customer satisfaction and workforce productivity.

Excellent Mobile End User Experience Drives Gains in Customer Satisfaction and Mobile Workforce Productivity

End user experience management products augment the domain-specific metrics and analytics provided by MDM and MAM vendors with 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. This information is critical for IT Ops and the line of business to measure, manage, and improve workforce productivity.

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 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.

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

- 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 mobile end user experience management comes in.

Mike Marks is VP of Product Marketing at Riverbed
Share this

The Latest

June 01, 2023

The journey of maturing observability practices for users entails navigating peaks and valleys. Users have clearly witnessed the maturation of their monitoring capabilities, embraced DevOps practices, and adopted cloud and cloud-native technologies. Notwithstanding that, we witness the gradual increase of the Mean Time To Recovery (MTTR) for production issues year over year ...

May 31, 2023

Optimizing existing use of cloud is the top initiative — for the seventh year in a row, reported by 62% of respondents in the Flexera 2023 State of the Cloud Report ...

May 30, 2023

Gartner highlighted four trends impacting cloud, data center and edge infrastructure in 2023, as infrastructure and operations teams pivot to support new technologies and ways of working during a year of economic uncertainty ...

May 25, 2023

Developers need a tool that can be portable and vendor agnostic, given the advent of microservices. It may be clear an issue is occurring; what may not be clear is if it's part of a distributed system or the app itself. Enter OpenTelemetry, commonly referred to as OTel, an open-source framework that provides a standardized way of collecting and exporting telemetry data (logs, metrics, and traces) from cloud-native software ...

May 24, 2023

As SLOs grow in popularity their usage is becoming more mature. For example, 82% of respondents intend to increase their use of SLOs, and 96% have mapped SLOs directly to their business operations or already have a plan to, according to The State of Service Level Objectives 2023 from Nobl9 ...