Mobile as a Platform for Business Service Innovation

SOLUTION BRIEF | DECEMBER 2013

Mobile as a Platform for Business Service Innovation

3 | SOLUTION BRIEF: MOBILE SERVICES MANAGEMENT FROM CA TECHNOLOGIES

delivering Mobile Services Management: the integration of capabilities to manage mobile devices, apps and content with the principles, technologies

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CA Technologies is unique in

and tools that deliver Business Service Innovation.

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Executive Summary Mobile: The Rebirth of the Silo? Mobile devices are firmly established as an application delivery platform with the potential to reach new customers via new channels, deliver innovative customer service experiences and increase employee engagement while also reducing operational cost by changing the asset ownership model for enterprise computing devices. However there is an issue that the industry has not addressed until the advent of Mobile Services Management from CA Technologies: if it is managed at all, “mobile” is frequently treated as a separate silo with its own application development, delivery, operations and support processes. Enterprises and cloud service providers alike have known for decades that silo management approaches fail in the long term as they reduce efficiency and flexibility while driving up operational costs over the long term. Silo-based approaches ultimately stifle an organization’s capacity to Innovate. This problem exists because technologies for mobility management have developed in complete isolation from the principles of Business Service Innovation. Because the early entrants to the mobile device management market lacked any experience of service management, they developed their technologies in isolation, focusing on the management of individual devices and applications without any integration into the wider application delivery lifecycle. However the management of mobile device configurations or development and distribution of mobile apps accomplishes nothing without taking an integrated view of the operations, performance, security and availability characteristics of the overall Business Service the mobile channel is a part of, frequently alongside other, existing application delivery channels such as mainframe, cloud and virtualized infrastructure.

Mobile: Evolution or Revolution? One could say that “mobility” changes everything and nothing at the same time. It’s true that mobile devices as a platform have unique characteristics: colorful, multimedia user interfaces; location awareness; social media applications; built-in sound and image processing capabilities; “always on” connectivity and so on.

Fundamental constants Although these attributes of mobile as a platform are indeed revolutionary, it’s important not to lose sight of the fact that even deeper fundamentals are unchanged. Enterprises have always needed to innovate, develop new products, and reach new markets and customers. These strategic execution imperatives are based, at least in part, on proprietary information in the form of computer data.


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Applications: The enabler The application has always been the enabler for employees to undertake strategic execution initiatives based on corporate data. This was true in the early days of the mainframe when applications were hosted on the mainframe and accessed via terminals. It was true in the 1990s client/server evolution where data was held on distributed servers and accessed via application front-ends deployed on PCs. It was true in the early part of this century, where data was accessed via browser-based front-ends, often via cloud-based infrastructures. And today the next evolution is well underway: mobile apps being used to drive innovative business processes and new customer engagement models from a new breed of smartphone and tablet devices.


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Mobile: Innovate for Advantage A successful enterprise mobility strategy can deliver value in various ways, for example:

Mobile Services Management from CA Technologies: Business Service Innovation for Mobility To meet this challenge CA Technologies is delivering Mobile Services Management: the industry’s first and only comprehensive approach that brings the management of mobile devices, apps and content under the umbrella of Business Service Innovation by leveraging and integrating the CA Technologies world-class service management technology portfolio for performance, security, operational and application development management with best-in-class technology for management of mobile devices, apps and content to provide a “single pane of glass” approach to managing application services with diverse access channels from mainframe, web, cloud, virtual and mobile.

This is not an exhaustive list of course. Moreover these advantages are linked and mutually reinforcing. For example consider that employees may be more motivated and feel a greater sense of engagement when they are given a choice of mobile device. More engaged employees will tend to take security and compliance processes more seriously. In addition by taking advantage of the features of the mobile platform, an improved user experience for core business processes is possible, further improving compliance and employee engagement and satisfaction. Employees who have the flexibility to work anywhere and at any time may find that capture and development of innovative ideas is easier since there’s no longer any need to “get the laptop out”, improving the process of reaching new customers and developing new products. The culture of Business Service Innovation is inextricably linked to the success of an enterprise mobility strategy, hence CA Technologies is uniquely positioned to enable enterprises and cloud service providers to capitalize on this next evolution of the IT application platform.

Mobile Services Management from CA Technologies: Solution Components The mobility solution from CA Technologies comprises a foundation of Mobile Services Management which integrates three essential pillars to enable a mobility strategy: CA Mobile Device Management (CA MDM) provides comprehensive capabilities to manage the provisioning, configuration, availability and overall management of an estate of mobile devices. Mobile Application Management (MAM) provides the capabilities necessary to distribute, install, configure, uninstall and publish both enterprise-written and app store published applications to mobile devices.


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Mobile Content Management (MCM) provides context-aware security policy capabilities, enabling an organization to control the use of data by user, application and device.

CA Mobile Device Management (CA MDM)

The solution fully supports multi-tenanted configurations, enabling a service provider to host one implementation of the solution supporting multiple logical tenants, each with their estates of mobile devices, policy configurations and associated data securely separated from each other. For end customers, the mobility solution is available as both a SaaS offering as well as an on-premise software installation.

The full device lifecycle can be managed, from device enrollment through to the user de-registering the device, for example when they upgrade to a new device or leave the company.

CA MDM provides comprehensive functions to manage the configuration and availability of an estate of mobile devices, whether personally or corporate owned.

CA MDM supports all the commonly-used mobile devices: • Google Android, 2.1 and above with manufacturer-specific capabilities for Samsung, LG, Motorola, and Nitrodesk • Apple IOS (iPhone, iPad, iPod) 4.x and above

Figure A.

• Windows Phone 8

Pillars of MSM

• BlackBerry OS 8 and higher

Figure B. Mobile Device Management lifecycle. Based on the “lifecycle” structure above, the features of CA Mobile Device Management will be outlined in the following sections.


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On-boarding

• Handling “lost device” scenarios. Users with mobile devices could be operating in almost any geography or timezone, therefore in the event of a lost or stolen device a dependency on central corporate administrator availability would be very unwelcome. Via the self-service portal, users can locate the last known position of their mobile device and send instructions to remotely lock and if necessary, remotely wipe their device.

Users can enroll their own devices via a self-service portal. During on-boarding the user authenticates to prove their identity and to enable the system to record the user’s custody of the device. Integration with external LDAP/Active Directory users and groups enables policy to be applied on a user/group basis as opposed to having to focus entirely on groups of devices.

Configuration management CA MDM provides rich and granular configuration policies, which enable the enterprise to control the operation of individual devices in detail. Typical properties that can be configured include: Device passcode and related characteristics such as passcode composition and lockout.

Availability of individual hardware components, e.g. Bluetooth, WiFi, roaming, camera, etc.

Device ownership by user or group, integrated with existing identity management systems.

Voice and data roaming.

Configuration provisioning such as WiFi access points, corporate VPN, corporate email, certificate credentials.

Administrative controls such as whether the user can change settings, take backups, device firewall configuration.

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Figure C. CA MDM Self Service Portal

When a user enrolls a device the system applies the configuration policy associated with that user and/or their device type. Besides configuring security settings, a configuration policy can also automatically provision the user’s corporate VPN access, email account and other corporate specific information such as user credentials. These configurations are also automatically removed when the user removes the device from management. This means the user can become immediately productive with their device without having to follow any complicated “how-to-configure-your-email” guides or similar; everything is provisioned for them automatically and securely.

Self-Service Portal Mobility devices are pervasive, with many users owning multiple devices. Therefore a solution that relied on central administrator assistance for every intervention on a user’s device would be very hard to scale. To further complicate things, users are generally not willing to part with a mobile device even for a few minutes! Self-service is therefore imperative and is a core component of the mobility solution. Users can undertake key device operations themselves such as: • E nrolling and de-enrolling devices. An interesting characteristic of mobile device ownership is that device refresh and upgrade cycles are much more rapid than with traditional desktop and laptop PCs. When users upgrade or replace their devices they can remove their old device from management, removing all corporate data and applications while leaving the user’s own data and apps untouched.

Application Management This will be covered in more detail in the following section “Mobile Application Management.” The distribution, control and lifecycle management of apps is as much a central component of a successful mobility strategy as is the management of the devices themselves. Accordingly a key component of the mobility solution from CA Technologies is Mobile Application Management, which is discussed in a section in its own right.


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End of Service

CA MDM enables the administrator to monitor the detailed hardware and software configuration of each device, as well as information about the device’s environment such as the mobile network it is registered to and the use of roaming, whether the device has registered to any WiFi access points, and many other characteristics. This level of reporting is essential for monitoring the compliance status of devices, including whether devices have been “rooted” or “jailbroken.”

When the time comes for the user’s device to be removed from device management, the user can unregister the device themselves via the self-service portal. This removes all corporate configuration data, application data, applications, user credentials, etc. while leaving the user’s own data untouched. The most common scenarios for unregistering from device management are when the user upgrades to a new device, either during the normal refresh cycle or as the result of the loss of a device, or when a user leaves an enterprises’ employment.

Besides monitoring of device status, the administrator can intervene in the event of a lost or stolen device. The CA MDM server can send device lock and wipe instructions that will, if required, reset the device back to its “out of the box” configuration. If the device has a passcode and the user forgets it, the administrator can remove the passcode centrally, as well as unregister the device when the user upgrades the device or leaves the company. Finally there is a fully customizable analytics capability, enabling customized reports to be executed against the central CA MDM database repository. In particular, the analytics module provides extensive options for data visualization, which is essential for understanding trend data, especially for a large mobile device estate.

Data visualization powered by analytics

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Monitoring, Reporting and Analytics

There are also capabilities to assist with telecom expense management. The administrator can find out the number of calls and text messages used as well as cellular and WiFi data usage, both for home and roaming networks. The CA MDM server can also have thresholds configured to generate alerts in the event, for example, when excessive data transmission while roaming occurs.

Figure D.


Mobile Application Management (MAM) In the mobility environment, the management of applications is a significant part of a successful mobility strategy. The reason is simple: compare how applications are used in the traditional browser environment vs. the mobile environment. In the web-based environment, application functionality is generally “heavyweight”: a small number of applications exposes a large number of functions in the back-end application, usually through multiple menus, toolbars and other user interface elements.

From “Applications” to “Apps” In the mobile environment, by contrast, applications offer focused, restricted functionality that is usually convenience or task-oriented. Instead of exposing many different back-end functions, an app exposes only a limited number of functions, perhaps only a single function. This is one of the reasons why apps are so popular with employees and consumers. Finally, mobile provides an application platform that, by virtue of its physical characteristics (small display, touch screen, multi-media, high resolution color display etc.), forces the app developer to focus on usability as much as functionality. Accordingly, it is typical to deploy many more apps to a mobile device than would be the case in the traditional laptop/desktop management environment; hence the term “app” was coined to represent the concepts of application use that are relevant to mobility: • Based on the devices’ small screen and form factor, mobile applications need to be focused on a specific task because the screen area for complex user interfaces is not available. • Because the user may interact with an application anywhere and at any time, mobile applications need to be available for use quickly, which in turn means that mobile applications need to be leaner and more focused on a specific task. • Because each application is focused on a specific task, it is not uncommon for multiple applications to be deployed to a mobile device; possibly in much greater numbers than would be typical on a laptop/desktop. “Apps” are therefore the leaner, tightly focused, streamlined relative of the typical “bloated” desktop application. These characteristics also make mobile apps simpler and more engaging for the end users and this in turn is one of the key drivers behind the “Bring Your Own Device” phenomenon. Accordingly, management of apps is of arguably greater importance to a successful mobile workforce initiative than the management of the users’ devices.


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Mobile Application Management from CA Technologies provides comprehensive capabilities to manage the app deployment lifecycle.

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• Where an app is published via a public app store. For a license fee the enterprise can purchase a volume license redemption code to ensure that an individual user’s app store account is not charged for applications the enterprise requires to be used but which must be purchased. • Lists of applications that are “featured,” i.e. strongly recommended by the enterprise for the user’s use. Usually “featured” apps would also make use of volume purchase redemption codes as previously discussed.

App Stores for the Enterprise An enterprise may also be developing apps for in-house use. For example an enterprise might develop an app for in-house timesheet and expense tracking for use with internal projects and project management processes. It would be very inconvenient if the only mechanism to publish such apps were via a public app store; enterprises certainly don’t want apps relating to private, internal processes being made available publicly. The solution is to publish enterprise-developed apps via a specific, closed app store: an enterprise app store. Mobile Application Management from CA Technologies provides full capabilities for enterprise app stores to be created for publishing in-house developed apps, with capabilities to offer different categories of application by user ID, group or role. For example users from a “sales” group could have access to a different set of in-house apps to those from a “development” group.

Getting the most out of app stores Apps are typically distributed to users’ mobile devices via an app store. Originally pioneered by Apple, an app store is a portal where apps are made available for download and, optionally, for purchase. The app store model allows for a level of assurance to be built into the application publishing process that did not exist historically in the PC environment. In the case of Apple and BlackBerry, applications only get published via the app store after a review process and cryptographic techniques are used to ensure that the app is delivered intact and in the exact form it was submitted by the developer. In other words, cryptographic protocols ensure the integrity of apps and ensure they are not compromised or harbouring malware. Different app stores may have different levels of review and associated level of assurance in the published apps. In the case of the Google Play App Store there is a much less rigorous review process than the Apple App Store, hence Google Android tends to be the only platform on which mobile device malware is widespread. This has led some device manufacturers that implement Android to offer their own, proprietary portals with more rigorous publishing processes, for example Samsung. It is therefore important to be able to control the use of app stores. Accordingly Mobile Application Management solutions from CA Technologies allow an enterprise to define various policies: • Whether the public app stores are accessible at all. • Where the mobile device OS supports it, whether there are any apps that should be specifically “blacklisted,” i.e. prevented from being installed (for example because they are known to harbour malware), or “whitelisted”, i.e. a list of permitted applications for installation with everything else being prevented.

Figure F. App Store configuration


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App deployment policies and lifecycle Beyond leveraging app stores—public and enterprise—as the distribution channel for apps, Mobile Application Management from CA Technologies allows an enterprise to create user and group specific policies that enforce additional granular policies on the use of apps on mobile devices, for example: • An app can be made mandatory such that it is automatically installed on any device that a specific user or group of users enrolls. • Where the underlying OS supports it, an app can be prevented from running and prevented from uninstallation. • Any data required for an app to be immediately usable after a device has been enrolled can also be automatically provisioned along with the app. For example VPN or email configurations can be automatically provisioned for a required VPN or email client so that the user can be immediately productive, with nothing to configure, immediately after device enrollment. • When a user removes a device from management, perhaps because they upgrade to a new device or leave the company, any automatically installed apps will be de-installed together with any associated configuration data. • An enterprise can create policies to remove apps that are no longer required, for example when migrating to new versions of an app from a different developer, when assimilating new personnel during M&A activity, etc.

Advanced Mobile Application Control CA Technologies is developing a suite of advanced Mobile Application Control features that are unique in the industry. By leveraging our extensive development, operations, security and performance management technology portfolio and by undertaking “smart integration” of this portfolio with the mobility solution, CA Technologies will take app management beyond the control of the app lifecycle and enable new security, performance support and operational capabilities such as: Identity management and strong authentication integration to enable an enterprise to build identity-aware security policies for apps, locking down app access to approved users, verifying the identity of the mobile device user in real-time, and enabling single sign-on for mobile app users to back-end enterprise systems. Advanced policy controls such as Geo-Fencing and Time-Fencing for app use. Performance instrumentation and analytics enabling developers, support staff and capacity planners to examine and model the performance of an app’s end–to–end behaviour from mobile device to back-end server. Supportability features such as crash detection, reporting and analysis and live “over-the-air” application support. Integration options for the Advanced App Management functions including API integration for in-house developed apps and “app wrapping” technology for third-party apps.


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Mobile Content Management (MCM) Security and confidentiality of proprietary data is a key concern that must be addressed as part of an enterprise mobility strategy. Various unique properties of the mobile platform throw this topic into sharper relief than ever before: The “always on, always connected” nature of mobile devices mean that it is easier and less time consuming for a user to share data. Because the user doesn’t need to sit down and boot up a mobile device to access data, there is an increased risk that the user will share inappropriate content, either accidentally or maliciously. The connection between mobility and social networking means that application platforms with inbuilt, automated sharing and publishing functionality are the norm rather than the exception, again increasing the risk of inappropriate, and especially inadvertent, data sharing. The increased capacity with decreasing footprint of mobile devices means it is easier than ever for users to lose the physical storage medium, whether through simple loss or device theft. Mobile devices abstruct and hide the underlying storage from the user, meaning that the user no longer knows or maybe even cares where data is actually being stored. This fact coupled with the rise in cloud-based storage synchronization capabilities means that the traditional approach of trying to secure data based on its container (i.e. the directory it is stored within) is outmoded and irrelevant. In short, a world where greater quantities of data can be processed more immediately and with less visibility of where the data is located means that a new breed of context-aware security policies for controlling data usage, especially on the mobile device, is required. Mobile Content Management solutions from CA Technologies provide these capabilities and controls, enabling an enterprise to define and enforce context-aware security controls to protect sensitive enterprise data regardless of the platform being used to access the data. There are various core technologies that integrate to provide a complete capability for Mobile Content Management.

Data in the cloud Just because data may be accessed and used on a mobile device does not necessarily mean it will be stored on the device. Accordingly CA Technologies Mobile Content Management leverages CA CloudMinder™ technology to control access to hosted enterprise data. CA CloudMinder strongly authenticates users to ensure that access to enterprise data is managed in accordance with enterprise security policies.


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Email: a primary channel for data loss events

Account provisioning automatically and securely installs and configures enterprise email profiles.

A single enterprise email account is typically accessed via at least two devices, i.e. laptop and smartphone and often 3 or more devices, i.e. tablet, home PC, etc. In addition, a typical user will access multiple email accounts from each of those devices. With an increasingly complex “access matrix,” humble email is one of the primary channels for data loss events today.

Attachment encryption uses unique software-based private key encryption technology to restrict attachment access to the intended user. Webmail security ensures that enterprise webmail access is restricted to the right user and the right account. Gateway DLP scans and blocks emails containing inappropriate proprietary data.

The Mobile Content Management solution from CA Technologies integrates best-of-breed email security technologies for attachment encryption and security and email data loss prevention (DLP) with mobile device management to ensure that access to email is secured in accordance with enterprise policies. Unlike containerized approaches to mobile DLP, which require the use of specific email or messaging clients, Mobile Content Management solutions from CA Technologies protects data being transported over email coupled with policy enforcement at the email gateway, ensuring that policy controls are effective regardless of the email client used.

File system abstraction, synchronization and the cloud Unlike the days of the PC when the user had to maintain an awareness of which folders were used to store data, mobile devices generally hide the details of how and where data is stored. The user instead concentrates on document themes and concepts rather than file names and directories. This works hand-in-hand with cloud-based storage and synchronization services, since if the user does not have to worry about how data is stored then it follows that they don’t need to worry about where it is stored. Mobility comes with an in-built expectation that all data is available at all times in all locations. This is fine for users but can be a major headache for enterprises. To regain control over data storage while preserving the users’ “ignorance is bliss” approach, the firsttask is to control which file sharing, synchronization and cloud storage applications are available to the user. Many times, an enterprise provides its own file sharing repository system, or subscribes to an enterprise-class service from an established provider of such services. The CA Technologies solution allows an enterprise to create policies to control which file sharing apps may be installed and used, and enables the selected apps to be automatically provisioned with the correct secure configuration to enable them for enterprise use.


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The next task is to define a policy to control the use of encryption and removable media devices. To further augment these capabilities, CA Technologies is developing additional capabilities to apply rich, context-aware policies to be applied to data based on data content, the physical location of the device, and the identity of the user who is working with the data.

The CA Technologies Advantage Mobile Services Management: Business Service Innovation for Mobility CA Technologies Business Service Innovation strategy defines the methodology for enterprises and cloud service providers to manage the end-to-end application delivery lifecycle, from capturing innovative ideas through to operational management of the resulting application services.


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platform underscores the need to focus on service experience and productivity, while the “BYOD” model of enterprise mobility is tightly coupled to new models of enterprise computing that provide these benefits while delivering reduced operational cost. Secure: Organizations must leverage models such as cloud and virtual, while also accommodating the needs of mobile users and the consumer-driven IT movement. This environment brings multiple risks to the business, including employee fraud, data breaches, insider threat and misuse (malicious or inadvertent) of IT resources. With increasing quantities of proprietary information being used on a greater quantity and more diverse range of devices than ever before, security is a key component of a successful enterprise mobility strategy.

Mobile Services Management Mobile is just a new platform for putting applications in the hands of users to enable them to work with enterprise data. As a platform it certainly does have unique characteristics compared with previous application delivery platforms, but this does not mean that the underlying fundamentals of needing to provide a robust, scalable, high performance and secure application service have changed. In fact if anything the “always on, always connected” nature of mobile devices coupled with the generally larger number of apps that are deployed means that the tenets of robust service assurance delivered through a Business Service Innovation strategy take on a new importance. The CA Technologies Mobile Services Management strategy enables, and integrates, both the principles and supporting technologies behind Business Service Innovation with the Enterprise Mobility Management product portfolio. Technologies such as CA Client Automation, CA Service Desk, CA Application Performance Management and CA CloudMinder will be integrated with the CA Mobile Device Management platform to provide a “single pane of glass” approach to enterprise mobility management that fully integrates “mobile” as an application delivery platform alongside other application delivery platforms managed according to the principles of Business Service Innovation:

Accelerate: In an increasingly competitive world, innovation is key to developing new, differentiated products that enable organizations to reach new customer segments and expand into new markets. The most successful organizations are able to accelerate their rate of innovation, generating more ideas more quickly, harnessing and refining those, and turning them into differentiated products and services more rapidly than the competition. Accelerating innovation is key to a successful mobility strategy as a way to reach new customers via new channels, increase customer loyalty and retention through innovative customer services, or to streamline business processes for employees. Transform: To effectively harness innovation, organizations must prioritize investment dollars, freeing up resources by flexible allocation of human and technology resources in development and optimizing the delivery and operations of the entire application infrastructure. This enables organizations to focus on more of what matters: optimal service experience, reduced operational cost and increased productivity. The highly scalable and demand-driven nature of “mobile” as an application delivery

Operations: A service must be supportable with events being centrally recorded and correlated, services being manageable remotely, and provisioning and configuration handled centrally in accordance with enterprise policies. Performance: A critical consideration for mobile apps from various perspectives. On individual mobile devices apps should be instrumented such that processing bottlenecks can be detected and diagnosed. Since mobile apps almost always depend on networked access to centrally hosted data, it is essential to be able to monitor performance and response time for apps and to gather data to enable modeling and capacity planning for application upgrades and new service rollouts. One could look at it this way: if 10,000 tablets are all activated on the first day of the month, in the process swamping the back-end application infrastructure because there were no tools to capacity plan and model and measure performance, then it simply does not matter how well provisioned or managed those 10,000 devices are.


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Security and compliance: Clearly a major focus for a mobile device management solution. The features of CA Mobile Device Management, CA Mobile Application Management and CA Mobile Content Management work together to enable an enterprise to manage risk effectively in the mobile environment. Availability: In many ways mobility underlines the need for effective availability management more than ever. Since users with mobile devices may be using those from different geographies, in different time zones, or simply at “unconventional” times when compared with traditional computing assets, the need to assure high-quality service delivery at all times takes on renewed importance.

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Agility Made Possible: The CA Technologies Advantage

Summary As an application delivery platform, “mobile” has many unique and revolutionary characteristics, such as location awareness, “always on” data connectivity, multi-media user interface capability and integrated social networking, amongst many others. Successful mobility strategies balance the requirement to leverage these unique capabilities while also recognizing the fundamental importance of delivering robust, high quality, innovative business services to end users. Accordingly the underlying principles of Business Service Innovation are especially relevant as “mobile” takes its place alongside other traditional enterprise application access channels.

CA Technologies (NASDAQ: CA) provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations leverage CA Technologies software and SaaS solutions to accelerate innovation, transform infrastructure and secure data and identities, from the data center to the cloud. CA Technologies is committed to ensuring our customers achieve their desired outcomes and expected business value through the use of our technology. To learn more about our customer success programs, visit ca.com/customer-success. For more information about CA Technologies go to ca.com.

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