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Mobile App Users will Decide 
the Fate of Your Business 
It’s time to impress them. 
JULIE CRAIG 
RESEARCH DIRECTOR, 
APPLICATION MANAGEMENT 
ENTERPRISE MANAGEMENT ASSOCIATES, INC. 
JONATHAN LINDO 
VP, ENTERPRISE MOBILITY 
CA TECHNOLOGIES 
SCOTT EDWARDS 
DIRECTOR, APM PRODUCT MARKETING 
CA TECHNOLOGIES 
1 © 2014 CA. All rights reserved.
What Are Your Apps “Saying” 
About Your Company? 
Julie Craig 
Research Director, Application Management 
Enterprise Management Associates 
November 3, 2014
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 © 2014 Enterprise Management Associates, Inc.
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 
Brand Value $104.3 B 
YOY growth: 20% 
Brand Value $56.7 B 
YOY growth: 4% 
Brand Value $54.9 B 
YOY growth: 9% 
1 University of Rochester, “Brand Equity as a Revenue Multiplier,” http://www.simon.rochester.edu/fac/misra/bem.pdf 
2 Most valuable brands Forbes, 11/13, http://www.forbes.com/sites/kurtbadenhausen/2014/11/06/apple-dominates-list-of-the-worlds-most-valuable-brands/ 
Slide 4 © 2014 Enterprise Management Associates, Inc.
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” 
Slide 5 © 2014 Enterprise Management Associates, Inc.
Every minute spent doing root cause analysis is one MORE 
minute of poor application quality 
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? 
Slide 6 
23% 
19% 
10% 
4% 
1% 
42% 
© 2014 Enterprise Management Associates, Inc. 
Less than 1 hour 
1 to 8 hours 
9 to 24 hours 
25 to 48 hours 
3 to 7 days 
More than 7 days 
Source: EMA, “Application Performance Management (APM) in the Age of Hybrid Cloud”
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-retail 
2 Adobe Digital Marketing, http://www.fastcompany.com/1809535/tablet-users-spend-50-more-purchase-smartphone-owners 
Slide 7 © 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 8 © 2014 Enterprise Management Associates, Inc.
Top application-related challenges are … 
Which are the top three application-related challenges being 
experienced in your organization? 
Slow performance 33% 
32% 
32% 
29% 
21% 
20% 
18% 
17% 
13% 
12% 
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 
Source: EMA, “Application Performance Management (APM) in the Age of Hybrid Cloud” 
Slide 9 © 2014 Enterprise Management Associates, Inc.
Top mobile challenges are … 
What are your organization’s top three (3) challenges with managing mobile devices? 
Ensuring data security 47% 
29% 
26% 
23% 
19% 
19% 
18% 
18% 
23% 
28% 
37% 
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” 
Slide 10 © 2014 Enterprise Management Associates, Inc.
How many “homegrown tools” does your company have? 
Which are the top three (3) application-related management technologies and 
products that your company currently uses to manage applications? 
35% 
35% 
32% 
31% 
28% 
19% 
19% 
17% 
15% 
14% 
13% 
10% 
10% 
10% 
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 transaction 
Application discovery and dependency mapping products (ADDM) 
Correlation/analytics tools that Correlation/analytics t ocoolnss tohlaidt actoen msoeltidriacste f rmoemtr micsu lftripolme… 
multiple management products 
Source: EMA, “Application Performance Management (APM) in the Age of Hybrid Cloud” 
Slide 11 © 2014 Enterprise Management Associates, Inc.
Does your company consider the mobile applications delivered by 
your IT department to be mission critical? * 
* Poll response for the questions asked during the webcast 
Slide 12 © 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 13 © 2014 Enterprise Management Associates, Inc.
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 © 2014 Enterprise Management Associates, Inc.
“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 © 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 16 © 2014 Enterprise Management Associates, Inc.
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 
Slide 17 © 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 18 © 2014 Enterprise Management Associates, Inc.
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 
Slide 19 © 2014 Enterprise Management Associates, Inc.
Research results shown can be found at 
http://bit.ly/1A4twZP 
For more information on Enterprise Management Associates, 
please go to www.enterprisemanagement.com, or call 
+1 303-543-9500
MOBILE APPS…THE HEARTBEAT OF LIFE 
Inspire Your Mobile Users With Every App Experience
The World in 2014 as we know it… 
Number of Mobile App downloads as of July 150B+ 
33 Average # of Mobile App downloads per phone 
Number of apps in App Stores 3,000,000+ 
$ 26B+ App Store revenue in 2013 
22 © 2014 CA. ALL RIGHTS RESERVED. 
http://www.phonearena.com/news/The-average-global-smartphone-user-has-downloaded-26-apps_id47160
Native apps continue their rule… 
23 © 2014 CA. ALL RIGHTS RESERVED.
Achieving Mobile App Distribution 
App Store Chart Boosting 
Marketing Automation 
Web Banner Ads 
24 © 2014 CA. ALL RIGHTS RESERVED. 
Cross App Promotion 
Mobile Advertising 
Webinar Campaigns 
SEO 
Email Marketing Campaigns 
Social Media Marketing 
Twitter Promotion 
Facebook Ads 
$$$
Great, We Have Installs! But wait… 
19% Never run your app more than once… 
User who will never reach 5 runs of your app: 45% 
94% No longer running your app after 30 days! 
Our job is far from done… 
25 © 2014 CA. ALL RIGHTS RESERVED. 
http://swrve.com/lp/new-players-report/?utm_source=blog&utm_medium=internal&utm_campaign=new-players-report
Achieving and Maintaining Engagement… 
15 Number of Mobile Apps used regularly per week 
Users demanding good app performance 65% 
82% deleted an app due to crashes or poor performance 
Tougher than ever! 
26 © 2014 CA. ALL RIGHTS RESERVED. 
http://techcrunch.com/2011/12/18/app-ocalypse/ 
http://mobilemarketingmagazine.com/brits-app-attention-span-shorter-than-ever
How do we separate from the pack?
CA Helps Drive the Application Economy 
CA DEFINED THE APM MARKET ACTUAL CUSTOMER USE CASES 
Leading Telco captures 
144 Billion 
Metrics per Day 
Enterprise Customers 
1,100+ 
Across the World 
Online Tax Company 
2.5 Million 
Concurrent Customer Sessions 
APM Market 
14 years 
Leadership 
Patents 
80+ 
Focused on APM Innovation 
Leading Technology Vendor 
25,000 
Agents/JVM Deployed
5-Star App Goals 
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 
30 © 2014 CA. ALL RIGHTS RESERVED.
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? 
WSuhmamt ias rtyheir user experience like? 
Can I Help users get more value? 
31 © 2014 CA. ALL RIGHTS RESERVED.
Keys to Success 
 IT Operations - Deep Visibility 
Complete end-to-end view into mobile apps 
– Extend operations view into mobile apps & infrastructure 
 R&D - Rapid Problem Analysis 
From ‘mobile to mainframe’ 
– Identify issues at 30,000 ft view, drill to microscopic app-level detail 
 Product Owner - Actionable Analytics 
By app, region, carrier, device or users 
– Reveal specific analytics data based on multiple variables 
32 © 2014 CA. ALL RIGHTS RESERVED.
The Needs of a Mobile Analytics Solution 
1. Usage & End-User Experience Analytics 
How are users interacting with our apps? 
2. App Performance Metrics 
Is the user experience good? 
3. Crash Reporting & Issue Analysis 
Are users experiencing problems? 
4. Monitoring & Alerting 
Respond to mobile infrastructure issues. 
33 © 2014 CA. ALL RIGHTS RESERVED.
Visualize Mobile to Mainframe 
Complete End-to-End User Experience 
34 © 2014 CA. ALL RIGHTS RESERVED.
Broad, Deep Visibility Into Your Mobile Infrastructure 
35 © 2014 CA. ALL RIGHTS RESERVED.
Actionable Analytics 
By App, Region, Carrier, Device Or Users 
36 © 2014 CA. ALL RIGHTS RESERVED.
Understand User Experience & Behavior 
37 © 2014 CA. ALL RIGHTS RESERVED.
Mobile App Topology View 
App, Network, Servers, Mainframe, Databases 
38 © 2014 CA. ALL RIGHTS RESERVED.
Give Customers World-class Support 
Live Remote Mobile Support 
39 © 2014 CA. ALL RIGHTS RESERVED.
Key Advantages Needed for True Mobile APM 
 Ease-of-use, Quick time to value 
Simple sign-up, ‘no touch’ app wrapping 
 On-Premise or SaaS option 
 3600 mobile infrastructure monitoring 
App, network, servers, database, mainframe, synthetic 
 Comprehensive solution for enabling Mobility 
Dev, test, devops, operations, support 
40 © 2014 CA. ALL RIGHTS RESERVED.
THIS IS THE AGE OF THE 
APPLICATION ECONOMY 
AND IT’S ALL ABOUT THE 
USERS 
HOW DO YOU EARN THEIR 
LOYALTY? 
41 © 2014 CA. ALL RIGHTS RESERVED. 
YOU MUST DELIVER A 
FLAWLESS 
EXPERIENCE 
EVERY TIME
Rule #1 of App Economy = Inspire Your Users 
www.ca.com/startattheend
Vanson Bourne Study, 2014 APM is # 1 
The “most critical” tool to enable DevOps 
Ops … Where Your Customers TOUCH THE CODE
Vanson Bourne Study, 2014 APM is # 1 
The “most critical” tool to enable DevOps 
What 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% 
Ops … Where Your Customers TOUCH THE CODE
Critical Need for Comprehensive Mobile APM 
Make Every Mobile App Experience … Inspiring 
Seamless Integration of 4-Domains of Mobile Analytics 
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 APM 
Mobile 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
Q & A

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

  • 1. Mobile App Users will Decide the Fate of Your Business It’s time to impress them. JULIE CRAIG RESEARCH DIRECTOR, APPLICATION MANAGEMENT ENTERPRISE MANAGEMENT ASSOCIATES, INC. JONATHAN LINDO VP, ENTERPRISE MOBILITY CA TECHNOLOGIES SCOTT EDWARDS DIRECTOR, APM PRODUCT MARKETING CA TECHNOLOGIES 1 © 2014 CA. All rights reserved.
  • 2. What Are Your Apps “Saying” About Your Company? Julie Craig Research Director, Application Management Enterprise Management Associates November 3, 2014
  • 3. 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 © 2014 Enterprise Management Associates, Inc.
  • 4. 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 Brand Value $104.3 B YOY growth: 20% Brand Value $56.7 B YOY growth: 4% Brand Value $54.9 B YOY growth: 9% 1 University of Rochester, “Brand Equity as a Revenue Multiplier,” http://www.simon.rochester.edu/fac/misra/bem.pdf 2 Most valuable brands Forbes, 11/13, http://www.forbes.com/sites/kurtbadenhausen/2014/11/06/apple-dominates-list-of-the-worlds-most-valuable-brands/ Slide 4 © 2014 Enterprise Management Associates, Inc.
  • 5. 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” Slide 5 © 2014 Enterprise Management Associates, Inc.
  • 6. Every minute spent doing root cause analysis is one MORE minute of poor application quality 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? Slide 6 23% 19% 10% 4% 1% 42% © 2014 Enterprise Management Associates, Inc. Less than 1 hour 1 to 8 hours 9 to 24 hours 25 to 48 hours 3 to 7 days More than 7 days Source: EMA, “Application Performance Management (APM) in the Age of Hybrid Cloud”
  • 7. 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-retail 2 Adobe Digital Marketing, http://www.fastcompany.com/1809535/tablet-users-spend-50-more-purchase-smartphone-owners Slide 7 © 2014 Enterprise Management Associates, Inc.
  • 8. 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 8 © 2014 Enterprise Management Associates, Inc.
  • 9. Top application-related challenges are … Which are the top three application-related challenges being experienced in your organization? Slow performance 33% 32% 32% 29% 21% 20% 18% 17% 13% 12% 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 Source: EMA, “Application Performance Management (APM) in the Age of Hybrid Cloud” Slide 9 © 2014 Enterprise Management Associates, Inc.
  • 10. Top mobile challenges are … What are your organization’s top three (3) challenges with managing mobile devices? Ensuring data security 47% 29% 26% 23% 19% 19% 18% 18% 23% 28% 37% 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” Slide 10 © 2014 Enterprise Management Associates, Inc.
  • 11. How many “homegrown tools” does your company have? Which are the top three (3) application-related management technologies and products that your company currently uses to manage applications? 35% 35% 32% 31% 28% 19% 19% 17% 15% 14% 13% 10% 10% 10% 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 transaction Application discovery and dependency mapping products (ADDM) Correlation/analytics tools that Correlation/analytics t ocoolnss tohlaidt actoen msoeltidriacste f rmoemtr micsu lftripolme… multiple management products Source: EMA, “Application Performance Management (APM) in the Age of Hybrid Cloud” Slide 11 © 2014 Enterprise Management Associates, Inc.
  • 12. Does your company consider the mobile applications delivered by your IT department to be mission critical? * * Poll response for the questions asked during the webcast Slide 12 © 2014 Enterprise Management Associates, Inc.
  • 13. 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 13 © 2014 Enterprise Management Associates, Inc.
  • 14. 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 © 2014 Enterprise Management Associates, Inc.
  • 15. “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 © 2014 Enterprise Management Associates, Inc.
  • 16. 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 16 © 2014 Enterprise Management Associates, Inc.
  • 17. 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 Slide 17 © 2014 Enterprise Management Associates, Inc.
  • 18. 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 18 © 2014 Enterprise Management Associates, Inc.
  • 19. 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 Slide 19 © 2014 Enterprise Management Associates, Inc.
  • 20. Research results shown can be found at http://bit.ly/1A4twZP For more information on Enterprise Management Associates, please go to www.enterprisemanagement.com, or call +1 303-543-9500
  • 21. MOBILE APPS…THE HEARTBEAT OF LIFE Inspire Your Mobile Users With Every App Experience
  • 22. The World in 2014 as we know it… Number of Mobile App downloads as of July 150B+ 33 Average # of Mobile App downloads per phone Number of apps in App Stores 3,000,000+ $ 26B+ App Store revenue in 2013 22 © 2014 CA. ALL RIGHTS RESERVED. http://www.phonearena.com/news/The-average-global-smartphone-user-has-downloaded-26-apps_id47160
  • 23. Native apps continue their rule… 23 © 2014 CA. ALL RIGHTS RESERVED.
  • 24. Achieving Mobile App Distribution App Store Chart Boosting Marketing Automation Web Banner Ads 24 © 2014 CA. ALL RIGHTS RESERVED. Cross App Promotion Mobile Advertising Webinar Campaigns SEO Email Marketing Campaigns Social Media Marketing Twitter Promotion Facebook Ads $$$
  • 25. Great, We Have Installs! But wait… 19% Never run your app more than once… User who will never reach 5 runs of your app: 45% 94% No longer running your app after 30 days! Our job is far from done… 25 © 2014 CA. ALL RIGHTS RESERVED. http://swrve.com/lp/new-players-report/?utm_source=blog&utm_medium=internal&utm_campaign=new-players-report
  • 26. Achieving and Maintaining Engagement… 15 Number of Mobile Apps used regularly per week Users demanding good app performance 65% 82% deleted an app due to crashes or poor performance Tougher than ever! 26 © 2014 CA. ALL RIGHTS RESERVED. http://techcrunch.com/2011/12/18/app-ocalypse/ http://mobilemarketingmagazine.com/brits-app-attention-span-shorter-than-ever
  • 27. How do we separate from the pack?
  • 28.
  • 29. CA Helps Drive the Application Economy CA DEFINED THE APM MARKET ACTUAL CUSTOMER USE CASES Leading Telco captures 144 Billion Metrics per Day Enterprise Customers 1,100+ Across the World Online Tax Company 2.5 Million Concurrent Customer Sessions APM Market 14 years Leadership Patents 80+ Focused on APM Innovation Leading Technology Vendor 25,000 Agents/JVM Deployed
  • 30. 5-Star App Goals 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 30 © 2014 CA. ALL RIGHTS RESERVED.
  • 31. 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? WSuhmamt ias rtyheir user experience like? Can I Help users get more value? 31 © 2014 CA. ALL RIGHTS RESERVED.
  • 32. Keys to Success  IT Operations - Deep Visibility Complete end-to-end view into mobile apps – Extend operations view into mobile apps & infrastructure  R&D - Rapid Problem Analysis From ‘mobile to mainframe’ – Identify issues at 30,000 ft view, drill to microscopic app-level detail  Product Owner - Actionable Analytics By app, region, carrier, device or users – Reveal specific analytics data based on multiple variables 32 © 2014 CA. ALL RIGHTS RESERVED.
  • 33. The Needs of a Mobile Analytics Solution 1. Usage & End-User Experience Analytics How are users interacting with our apps? 2. App Performance Metrics Is the user experience good? 3. Crash Reporting & Issue Analysis Are users experiencing problems? 4. Monitoring & Alerting Respond to mobile infrastructure issues. 33 © 2014 CA. ALL RIGHTS RESERVED.
  • 34. Visualize Mobile to Mainframe Complete End-to-End User Experience 34 © 2014 CA. ALL RIGHTS RESERVED.
  • 35. Broad, Deep Visibility Into Your Mobile Infrastructure 35 © 2014 CA. ALL RIGHTS RESERVED.
  • 36. Actionable Analytics By App, Region, Carrier, Device Or Users 36 © 2014 CA. ALL RIGHTS RESERVED.
  • 37. Understand User Experience & Behavior 37 © 2014 CA. ALL RIGHTS RESERVED.
  • 38. Mobile App Topology View App, Network, Servers, Mainframe, Databases 38 © 2014 CA. ALL RIGHTS RESERVED.
  • 39. Give Customers World-class Support Live Remote Mobile Support 39 © 2014 CA. ALL RIGHTS RESERVED.
  • 40. Key Advantages Needed for True Mobile APM  Ease-of-use, Quick time to value Simple sign-up, ‘no touch’ app wrapping  On-Premise or SaaS option  3600 mobile infrastructure monitoring App, network, servers, database, mainframe, synthetic  Comprehensive solution for enabling Mobility Dev, test, devops, operations, support 40 © 2014 CA. ALL RIGHTS RESERVED.
  • 41. THIS IS THE AGE OF THE APPLICATION ECONOMY AND IT’S ALL ABOUT THE USERS HOW DO YOU EARN THEIR LOYALTY? 41 © 2014 CA. ALL RIGHTS RESERVED. YOU MUST DELIVER A FLAWLESS EXPERIENCE EVERY TIME
  • 42. Rule #1 of App Economy = Inspire Your Users www.ca.com/startattheend
  • 43. Vanson Bourne Study, 2014 APM is # 1 The “most critical” tool to enable DevOps Ops … Where Your Customers TOUCH THE CODE
  • 44. Vanson Bourne Study, 2014 APM is # 1 The “most critical” tool to enable DevOps What 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% Ops … Where Your Customers TOUCH THE CODE
  • 45. Critical Need for Comprehensive Mobile APM Make Every Mobile App Experience … Inspiring Seamless Integration of 4-Domains of Mobile Analytics 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
  • 46. Mobile-to-Mainframe APM Mobile Transaction App Triage Map Development Prototype, actual implementation may differ
  • 47. Join Us Nov. 9-12 as we Unveil CA’s Mobile-to-Mainframe APM Solution
  • 48. Q & A

Editor's Notes

  1. Hello there. Today’s webinar is on mobile application users and their importance to your business. From the Application Performance Management perspective, however, there is a bigger story. Mobile applications very seldom stand alone– they are part of the end-to-end performance continuum. So my presentation today will focus on end to end application performance, its impact on your business, and the reasons why mobile users are central to this message.
  2. Since the early days of advertising, businesses have been well aware of the central role of customer opinion in driving sales. Today, marketing teams monitor twitter feeds and website reviews to nip customer problems in the bud. Not only does MY experience with your company determine my future interactions with you, but sharing my experiences may well shape other’s perceptions of you as well. And perception can be a fragile brand differentiator. Like it or not, as human beings we are hard wired to make snap judgments. In other words, our perceptions become our reality. Mercedes drivers are perceived very differently from those tooling around in a 1987 Dodge colt. Application Performance Management and End User Experience Management solutions, separately and together, are aimed at ensuring that business applications speak to customers in positive, versus negativemobile application delivery. 3
  3. Brand equity is one measure of customers perceptions about your company, and it is considered to be extremely valuable. John Stuart, the former CEO of Quaker Oats, once said that he’d rather have the brands and trademarks from his company than the factories and real estate. In Q4 of last year, Forbes published a list of today’s 25 most valuable brands. These are just the brands, not counting the bricks and mortar John Stuart referred to. The top three are Apple, Microsoft, and Coca cola. Apple’s brand equity alone was estimated at more than 100 BILLION dollars, Microsoft’s at almost $60 billion and Coca Cola’s at 55. Where do these numbers come from? Basically, brand equity comes down to you and I, and the value we attribute to one brand versus another. 80 sec
  4. So how and where do APM and EUE fit in? For companies concerned about customers’ experiences with their online applications, these types of products are central to monitoring and measuring the digital experience. My research is showing that, even for applications hosted internally, user calls are still the most common way IT finds out about performance-related problems. This doesn’t bode well for businesses hosting customer-facing applications, where Twitter is the equivalent of a user phone call. 50
  5. And the longer the problem persists, the worse the impact. The role of APM solutions, in addition to problem detection, is also to automate the process of root cause analysis. Again, my research shows the root cause of an application problem is diagnosed within an hour only about 25% of the time. For IT organizations and for users, performance problems and downtime are like dog years– when you are waiting for an application to load– or trying to fix a problem– one minute can seem like one year, and an hour seems like an eon. As a business, you have to ask yourself, “How many customers or employees tried and failed to use that application during that hour”? 1 min
  6. And the problem is aggravated as more users move to mobile devices. Mobile users expect the same high levels of performance on mobile devices as they experience from laptops or desktops. These users are also revenue critical. Mobile devices now account for the majority of the time customers spend on online sites Mobile users are also using their devices to become more informed consumers, both before and during their shopping trips to brick and mortar stores. They are spending money as well. For example, independent monitoring companies have determined that tablet users spend, on average, 50% more than smart phone users online. Bottom line– how important is mobile performance? Very important
  7. So what is the role of APM solutions here 30 sec
  8. As I mentioned earlier, their role is to detect performance and availability issues but they are also designed to to pinpoint the source of the problem to a root cause for fast resolution. Virtually every company has application-related challenges. The top three are slow performance, intermittent problems, and high fixed support costs. APM solutions gather metrics from multiple sources across the IT ecosystem and apply patented analytics to analyze big operational data for impending issues. They yield many types of application insight, positioning IT with topology models, trending information, predictive analytics, and support for troubleshooting. 50
  9. Mobile devices have their specific challenges as well. Interestingly enough, performance is one top challenge, with security also topping the list. Mobile devices also add another layer of technology complexity to what was already a layered, heterogeneous, and distributed technology ecosystem. 30
  10. Regardless of how and where the application is hosted, relatively few companies tell us they have totally solved their application support issues. Only about 35% have APM solutions in place and many are relying, in part, on their change management tools to troubleshoot applications. Almost the same number are still using homegrown scripts and tools to monitor their applications. A key reason why we see so many application problems is because each of these tools– homegrown scripts, silo tools, and change management products– are one-dimensional. They look at a slice of the application ecosystem, but not at the system as a whole. This ecosystem perspective– combining both top down and bottom up insight-- is a key value proposition of APM solutions. 60
  11. So how well do you think your applications meet customer expectations and negotiated service levels? Just to make a comparison, only 30% of IT professionals are confident that their users are highly satisfied with the services they are delivering.
  12. So I’ve talked at length about APM, but on the next few slides I’ll cover EUEM and how it fits into the story. Both EUE and APM have unique value propositions which are very complementary to one other. .25
  13. The primary difference between EUE and APM products is that EUE is designed to see the results of the delivered application versus the nuts and bolts underlying application delivery. In other words, EUE solutions approximate a user, seeing the application as the user sees it. These products have a dual role, depending on the product type and the specific use case. In one persona, they act as stand-alone products geared primarily toward performance monitoring. In the other, they are integrated into APM tools, enriching APM results with a user-focused view of application performance. 35
  14. IT organizations often see EUE solutions as the tool of choice to monitor cloud services, which can’t easily be instrumented for APM. The End User Experience Management term itself is applied to a wide variety of product types. They may include Real User Monitoring at the network level, synthetic transactions, passive monitoring techniques such as browser injection. They also include instrumentation of the endpoint itself, which is becoming a fairly common way to monitor mobile applications. For many companies, synthetic transactions are the entry level performance management solution because they are relatively inexpensive and easy to deploy. Their fault of many EUE solutions when deployed as stand alone tools is that are more relevant to performance monitoring than automated troubleshooting and root cause analysis. 40
  15. Since they see diverse aspects of the application, a combination of the two types of products can be very powerful. Like a football team, which relies on may different roles and skills, these each type of product contributes its insight to the overall big picture. This capability depends, of course, on the APM tool having the analytics necessary to decipher the data gathered by EUE solutions. Again like a football team, today’s management products encapsulate the skills and expertise of hundreds of world-class application experts. This enables the automation of tasks, such as troubleshooting, that would otherwise require ten people in a war room to accomplish. Each product type has its role, and combining the capabilities can be a winning formula. 30
  16. This slide summarizes the value proposition of both, as well as of the two combined. I’m not going to drain this slide, but there are a couple of final items here I’d like to highlight. One is that, particularly as your customers and employees move to mobile access, their performance issues will likely increase. Not only do mobile-accessed applications have the same issues with back end execution we’ve always had, they also have the issues we face every day with our mobile devices. Are you satisfied with the amount of time it takes to access your mail, your calendar, or a web browser on your smart phone? I’m not. It seems as if something is always slow, frozen, or inaccessible particularly when I’m not on Wifi. Your users will encounter the same issues, making mobile application management one of the most pressing issues for many companies. 1:20
  17. So to summarize?
  18. Whether you like it or not, your applications speak to users. You may have developed your application as a 787, however access from a Smartphone or a tablet may well reduce it to a 1910 throwback. Bottom line? Both internal AND external customers expect high levels of performance and availability. APM and EUE solutions help you meet or exceed their expectations.
  19. 3 reasons: 1 – apps suck, 2 – human bandwidth, 3 – app is not fulfilling the promise,
  20. Insurance Story
  21. In just a few short years, we’ve moved from being a web-economy to an application driven economy. Examples of this new application economy are everywhere, and they are changing the world of business. In the entertainment industry, applications like Netflix and Hulu have already transformed video, and are becoming the new standards In the payments industry, smartphone applications like Square and Google Wallet are challenging the dominance of traditional banks and credit cards In the transportation industry, software-driven services like Uber and Lyft are rewriting the world of taxi and limo services In the hospitality industry, services like AirBnB and Homeaway are upending the tradition hotel and accommodation business Applications are how partners and suppliers interact; how employees connect; how consumers share, learn and purchases goods and services; how we separate our business from our competitors. Every business is becoming a software business and this business model shift is only accelerating. 
  22. Without the view APM provides into the real-user experience, organizations would have zero insight into customer satisfaction and loyalty. And being able to use a performance measurement tool on apps before they go live is key to creating high-quality app roll-outs.
  23. Without the view APM provides into the real-user experience, organizations would have zero insight into customer satisfaction and loyalty. And being able to use a performance measurement tool on apps before they go live is key to creating high-quality app roll-outs.
  24. CA Mobile App Analytics provides visibility to the following four domains of mobility analytics:   Mobile App Performance (Mobile APM) Mobile App Usage User Behavior Analytics Mobile App Health Analytics