4 Ways End User Experience Management Complements Enterprise Mobility Management
The Enterprise Mobility Management (EMM) market is undergoing rapid change, as enterprises focus on mobile to increase customer satisfaction and workforce productivity. Mobility programs like Bring Your Own Device (BYOD), 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, EMM vendors have augmented their Mobile Device Management (MDM) capabilities with Mobile Application Management (MAM) to provide more fine-grained control of mobile apps.
What can get lost in this mobile alphabet soup is whether customers are actually able to achieve the strategic end game of their mobility initiatives – to raise customer satisfaction and workforce productivity. That’s the role of End User Experience Management (EUEM).
Although EMM vendors provide device and app analytics, neither are sufficient to capture the actual experience of end users. Device metrics and app store provisioning analytics provide little insight into the actual usage and performance of the app on the user’s device. Just as EMM solutions provide specialized capabilities in their domains – the device and the app – End User Experience Management (EUEM) provides specialized capabilities in its domain – the end user. Here are 4 ways Aternity End User Experience Monitoring complements EMM.
1. Focus on the End User, not the App or Device
Improving mobile workforce productivity depends on having a detailed understanding of the end user. After all, End User Experience Monitoring literally begins with the end user. Aternity understands every aspect of the workforce end user’s identity – name, role, department, and office location. Aternity also monitors the full range of business activities conducted throughout the day, on the broad portfolio of enterprise mobile apps, on multiple devices, from a variety of locations – office, client site, or home. Aternity’s user-centric view of end user experience augments your EMM’s device and app management capabilities.
Track a user’s experience across the full portfolio of apps used on all devices
2. Analyze 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,” or part of a more complex user workflow, such as “resolve a disputed charge.” Enterprise business leaders need performance and volume metrics on these business activities to determine the impact of app performance on workforce productivity.
Other Mobile APM products enable developers to monitor transactions, but require app tagging for anything more complex than a website destination URL. Tagging the app requires access, which isn’t available for apps developed by third parties.
With Aternity Business Activity Analytics, any user interaction or network event can be used to create a “signature” that defines a business activity. Signatures define the start and end 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 Aternity console, and can be changed on the fly without redeploying the app.
3. Validate Expected Gains in Workforce Productivity
In addition to providing mobile app developers with capabilities to diagnose the performance of their mobile apps, Aternity addresses key use cases for business executives to verify expected gains in workforce productivity, 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
· Validating expected gains in productivity, by comparing business activities executed on mobile devices to those executed on wired devices
· 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
4. Guarantee Optimal Service through Proactive Problem Identification and Resolution
Your mobile initiative won’t be successful if your apps don’t deliver a five star experience. With Aternity Proactive Problem Identification and Resolution, your IT Operations team can get out in front of user complaints. For every application, device, and user performance metric collected, Aternity automatically generates a baseline. Aternity baselines can automatically be split, for example by location, subnet, or target server, so that a granular baseline exists for every group of users sharing the same experience for the same transaction or business process. Manual thresholds can be set to complement the automatically generated baselines. Aternity automatically notifies you when baselines or thresholds are exceeded so you can take action before users complain.
Proactively detect and analyze mobile app incidents by severity, impacted users, and business locations to prioritize response
ENSURE THE SUCCESS OF YOUR DIGITAL WORKPLACE STRATEGY
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, and easy to find in the corporate app store. EMM 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 Aternity End User Experience Management comes in.
Aternity augments the domain-specific metrics and analytics provided by EMM vendors with the business context of the enterprise end user, necessary for enterprises to measure, manage, and improve workforce productivity. Adding mobile end user experience management to mobile device and application management arms enterprises with what they need to ensure the success of their digital workplace strategy.
Learn more about the role that Aternity plays by reading this newly published guide featuring Gartner research; How End User Experience Monitoring Enables A Successful Digital Workplace Strategy, and learn how mobile has impacted IT’s approach to End User Experience Monitoring to address the pressing demands within the digital workplace.