Mobile applications are becoming the face of your business. And the first impression means everything. But monitoring the user experience from the mobile device to the backend application infrastructure is extremely challenging. Do you really know what impression your apps are leaving? Julie Craig of Enterprise Management Associates (EMA) joined Jonathan Lindo and Scott Edwards of CA Technologies on a webcast to discuss the new trends in end-user experience within APM. Julie has captured some of these discussions in her recent white paper "APM Essentials: Navigating Maze of End User Experience Solutions” (http://bit.ly/1A4twZP). Jonathan and Scott covered why mobile-to-mainframe transaction visibility is necessary in order to deliver the high-quality services your app customers expect. They used this presentation during the webcast which can be viewed on-demand at http://goo.gl/IRJMwM.

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?

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