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Mobile  App  Management  Best  Practices    
Mobile  App  Toolkit      

Mobile  App  Toolkit  
  The  Mobile  App  Toolkit  is  a  set  of  documents,  templates  and  guidelines  that  provide  enterprise  Mobile   IT  organizations  with  best  practices  for  mobile  app  development  and  management.    The  toolkit  is   intended  for  organizations  that  are  both  developing  mobile  apps  as  well  as  distributing  and  managing   apps  to  mobile  devices.         The  goal  of  the  toolkit  is  to  answer  two  fundamental  questions:     • What  tools  and  resources  will  I  need  to  develop  apps?   • What  tools  and  resources  will  I  need  to  manage  apps?     The  toolkit  aims  to  answer  these  questions  by  adopting  a  lifecycle  approach  to  mobile  app   development  and  management.    It  is  broken  down  into  four  phases:  Prepare,  Develop,  Rollout,  and   Sustain.    The  role  of  Mobile  IT  varies  for  each  phase  and  for  each  company  based  on  available   resources,  level  of  mobile  maturity,  and  priority  of  mobile  apps  in  the  enterprise.    With  early  IT   involvement  in  app  development,  organizations  can  identify  where  apps  may  encounter  problems  later   in  the  lifecycle,  especially  around  security  and  compliance  requirements  for  data  protection,  user   authentication  or  enterprise  integration.    The  purpose  of  the  toolkit  is  to  provide  resources  to  Mobile   IT  teams  so  that  they  can  provide  information,  guidance,  and  tools  to  business  stakeholders  to   accelerate  the  development  of  mobile  apps.    One  of  the  most  important  points  to  remember  is  that   mobile  apps  are  very  different  from  desktop  applications.    To  highlight  this  distinction,  this  paper  will   use  the  word  “app”  to  indicate  mobile  applications  and  differentiate  them  from  desktop   “applications”,  which  designate  desktop  and  legacy  enterprise  systems.    Mobile  apps,  like  the  word,   are  smaller,  faster  and  targeted  to  perform  specific  functions  simply,  and  with  a  focus  on  the  user   experience.         Mobile  App  Lifecycle   The  mobile  app  lifecycle  describes  the  phases  that  a  typical  app  goes  through  from  concept  to   retirement.    The  lifecycle  view  shows  how  the  impact  of  early  design  and  development  decisions  effect   later  distribution  and  management  activities.    The  holistic  view  obtained  through  the  mobile  app   lifecycle  approach  allows  companies  to  put  critical  components  and  processes  in  place  early  on,  so  as   to  save  time  and  resources  and  minimize  app  revisions,  which  will  delay  development  and  increase   management  efforts.         The  phases  described  here  may  be  expanded  or  combined  depending  on  your  environment  and  may   be  performed  by  multiple  teams  or  by  a  single  person.    The  important  point  is  to  follow  the  workflow   of  the  lifecycle  and  focus  on  the  critical  activities  and  issues  that  need  to  be  addressed  at  each  phase  of   the  lifecycle.   ©  2012  MobileIron   P a g e  |  1  

 enterprise  apps.  regulatory  and  disclosure  requirements  as   existing  channels.  lifecycles.   Prepare • Assess   Mobile  IT   capability   and  ini?ate   lifecycle   • Iden?fy  and   engage   stakeholders   • Select  and   provide   guidance  to   developers     Develop   • Define  architecture.  the  content  can  be  reused  under  the  governance  of  existing  information  that  has   previously  been  vetted  with  legal  and  compliance  organizations.    Only  if  new  content  is  developed  for   ©  2012  MobileIron   P a g e  |  2   .         For  public  apps  that  fall  within  the  purview  of  established  marketing  campaigns.  which  focus  on  deployment  and  management.  are  referred  to  as   Mobile  App  Management.   security  and   compliance   standards   • Establish  approved   methods  for  access   to  enterprise   systems   • Provide  guidance  on   data  and  content   management   Roll-­‐out   • Develop  Mobile   App  Policy   Sustain   • Implement  and   op?mize  groups.      In  cases  where  mobile  consumer  apps  are  an   extension  of  existing  campaigns.   policies  and   • Create  and  manage   opera?ons   accounts   • Deploy  self-­‐ service  tools   • Plan  distribu?on   groups   • Create  trouble-­‐ shoo?ng  guides   • Set  up  metrics   • Create  user   communica?ons   • Automate   maintenance   and  service   ac?vi?es       The  first  two  phases  of  the  lifecycle  focus  on  app  development  and  are  referred  to  as  Mobile  App   Development.    The  last  two  phases.     Many  public  apps  are  currently  developed  and  published  without  IT  based  on  existing  marketing  and   branding  programs  that  exist  around  product  lines.    The  first  two   areas  where  apps  are  often  developed  are  in  field  service  organizations  and  product  teams.    Most  companies  have  different  workflows.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   The  four  phase  mobile  app  lifecycle  and  related  tools  are  listed  below.  IT  may  have  little  need  or  desire  to  be  involved  in  the  public  app   process.  and  processes  for   public  facing  vs.    Since  most  of  the  content  delivered   through  the  mobile  app  follows  the  same  compliance.  mobile  devices  are   another  delivery  channel  in  addition  to  media  and  web  properties.    It  is   important  to  distinguish  the  differences  between  apps  developed  for  public  use  and  apps  that  are   created  for  in-­‐house  use.         Mobile  App  Development   Mobile  app  projects  are  often  initiated  within  business  units  such  as  sales  and  marketing.

        Mobile  App  Stakeholders   • • • • Sponsor   Finance   End  User     Security     • • • • Business  Lead   Marketing   Legal  and  Compliance   IT   ©  2012  MobileIron   P a g e  |  3   .    Issues  such  as  data  protection.  and  tactical  reviews.  IT  plays  a  consultative  role  to  communicate  and  help  plan  how  enterprise   requirements  can  be  met  for  mobile  apps.    In  the   Prepare  and  Develop  phase.         Once  implemented.    At  this  time.  check  for  existing  duplicates.    A  kickoff  meeting  with  stakeholders  gets   the  process  started  and  allows  each  member’s  goals  and  concerns  to  be  voiced.     For  enterprise  apps.    IT  also  addresses  the  security   and  compliance  requirements  for  enterprise  apps.  which  are  substantially  different  from  public  apps.  an  app  lifecycle  methodology  will  facilitate  Mobile  IT’s  involvement  in  the   development  process.    Once  approved   for  development.  strategic.    Typical  stakeholders   are  listed  below  and  may  vary  with  your  organizational  structure.  encryption.  resources   and  maturity  of  the  IT  organization  and  the  value  that  IT  can  bring  to  the  development  process.  mobile  apps  come  in  many  forms  for  many  reasons.  a  standard  process  is  required  to  bring  them  into  the  app  lifecycle.  user   authentication  and  authorization.  and  charter  a  development  effort.  IT  can  identify  potential  issues  and  help  mitigate  them  as  part  of  the  overall  development   effort.  and  internal  data  sources.    IT’s  role  and  influence  will  change  as  apps  move  through  the  lifecycle.   perform  feasibility.    IT  primarily  establishes  the  requirements  for  access  to   corporate  resources.  enterprise  applications.  network  access  and  data  integration  are  areas  where  IT  should   provide  guidance  to  business  app  sponsors  and  developers.  IT  plays  a  much  bigger  role.  stakeholder  identification   and  management  is  important  to  establish  communication  channels  and  set  expectations.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   the  mobile  app  will  additional  approvals  be  necessary  for  regulated  industries.       Prepare  Phase   Initiate  the  Lifecycle   The  initiation  of  an  app  development  effort  starts  with  a  concept  for  a  new  app  based  on  a  variety  of   inputs.    A  mobile  app  inventory  and   assessment  of  IT  capabilities  is  required  to  catalog  and  identify  the  app.    By  establishing  common  ground  with   stakeholders.         Engage  Stakeholders   Different  stakeholders  will  need  to  be  engaged  at  different  points  in  the  lifecycle  and  will  need  a  clear   understanding  of  their  respective  roles  and  responsibilities.  the  app  is  tracked  through  the  lifecycle  process.  the   prevailing  view  is  that  IT  involvement  in  public  app  development  will  depend  on  the  tools.    From  marketing  products  and  services  to  solving  business  problems  to  improving  productivity   and  efficiency.    Irrespective  of  where  apps  come   from.    Initially.

 Although  selection  is   dependent  on  the  scope.  data  protection  and  security  methods   available  to  their  selected  developers.  scope.      Developers  use  the  libraries  and  enterprise  tools  to  shorten   development  cycles  and  save  valuable  time  during  future  security  and  compliance  reviews  as  well  as   during  connectivity  and  integration  testing.  and.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit     Select  a  Developer   If  the  developer  has  not  yet  been  chosen.     Developer  Agreement  Considerations   • • • • • Source  code  agreements   Intellectual  property   Support  and  Maintenance   Non-­‐disclosure   Digital  Certificate  Use     • • • •   Use  of  third  party  developers   Digital  rights   Upgrades   Reuse  of  code.  some  general  guidelines  and  decision   choices  are  described  below.    This  decision  was   based  on  the  early  dominance  of  iOS  in  the  enterprise  today.  end  user  experience  with  the  app.  enterprises  may  find  a  developer  through  the  following   means:   • Procurement  department   • Referred  by  business.  most  importantly.    Since  Android  continues  to  emerges  as   ©  2012  MobileIron   P a g e  |  4   .  intellectual  property.   maintenance.  feature  set.           Select  App  Architecture   The  app  platform  (or  mobile  OS)  and  architecture  selected  impacts  the  cost.         Most  enterprises  have  standardized  on  iOS  as  the  enterprise  mobile  app  platform.    Mobile  IT  can  help  app  sponsors  significantly  accelerate  development  time  by  making   enterprise-­‐specific  libraries  and  API’s  that  define  authentication.  and  function  of  the  app.  timeframe.  code  sharing       Mature  organizations  have  standardized  methods  for  accessing  enterprise  resources  through  mobile   apps.   maintenance  and  management.  colleague  or  vendor     • Pre-­‐approved  and  recommended  by  Mobile  IT   • Referred  by  Apple     • Referred  by/existing  relationship  with  Marketing  or  Creative  Agency     Some  considerations  for  the  developer  agreement  include  the  points  listed  below.      The  guidance  is  to   work  with  your  procurement  and  legal  departments  to  draft  an  agreement  that  meets  current  as  well   as  future  plans  for  strategic  vendor  relationships  around  source  code.

 web  apps  are  quickly  becoming  the  preferred   architecture  platform  for  many  developers.  native   apps  have  the  highest  level  of  integration  with  on-­‐board  hardware  and  device   capabilities.  optimal  user  experience  requirements.    Evolving  technologies  such  as  HTML5  and  web  services  may  be  able  to  address  some  of   the  fragmentation  challenges.    Some   customization  is  possible  to  address  a  variety  of  device  capabilities  but  there  are   some  drawbacks.     • Architecture  selection:    The  three  primary  app  architectures  have  emerged  in  the  mobile  space   are  described  in  the  table  below.  aside  from  creating  or  modifying  web  pages  to  display  correctly  on  mobile   browsers.    Off-­‐line  use  is  not  possible  and  the  user  experience  is  not  as   rich  as  with  native  or  hybrid  apps.    Also.  which  becomes  a  pre-­‐requisite  to  development.    The  dependency  for  in-­‐house  Android  app  development  is  the  support  and   management  of  enterprise  Android  devices.  enterprises  need  to  assess  how  to  approach  Android  apps  as  a  second  mobile   platform.  web  apps  allow  developers  to   reach  the  widest  audience  with  a  common  set  of  tools  and  source  code.  will  assist  in  establishing  a   repeatable  process.  if  it  has  not   already  done  so.   ©  2012  MobileIron   P a g e  |  5   .    The  downside  is  that  they  are  more  expensive  and  time  consuming   to  develop  and  need  to  be  built  individually  for  each  mobile  platform.    Other  potential  platforms.  which  will  be  developed  as  part  of  the  toolkit.    Legacy  platforms  such  as  Windows  Mobile  and  Blackberry  have  limited   app  development  value  expect  for  edge  cases.  companies  now  need  to  perform  an  assessment  of  where  and   when  to  support  and  develop  Android  apps.    Some  of  decisions  that  the  tool  can  assist  with  are  described  below.  OS  versions  and   screen  sizes.    With  the  evolution  of  HTML5  capabilities  and  greater  integration  with   web  to  hardware  interfaces.  such  as  QNX  and  Windows  8   have  yet  to  be  released.  with  the  popularity  of  Android  in  the  consumer   marketplace.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   the  second  enterprise  mobile  platform.    The  level  of  access  to  hardware  capabilities  is   limited.    Native  apps  are   ideal  for  high  performance.     Mobile  Architectures   • • Native  apps:    These  apps  are  built  to  run  exclusively  on  the  device  and  are  self-­‐ contained  binaries  that  are  installed  and  reside  in  local  storage.     Mobile  IT  will  need  to  develop  guidance  for  the  Android  platform  in  the  enterprise.    Enterprise  development  for  other  mobile  platforms  is  not  relevant  at  this   point  in  time.       An  app  decision  tool.  with  a  methodology  to  map  the  requirements  of  an  app  to  an  appropriate   platform  and  architecture.    However.         • Platform  (Mobile  OS)  selection:    Almost  all  in-­‐house  apps  being  developed  today  are  for  iOS   devices  so  this  selection  is  a  given.  and  how  to  address  the  variety  of  devices.     Web  apps:    For  fast  development  at  a  low  cost.

  Content  can  be  managed  for  compliance  purposes.  hybrid  apps  can  provide  a  fast  development  path  to  access   internal  applications  and  data.   Content  is  available  offline  use.  especially  where  documents  needed  to  be  updated   or  modified.       CMS  Benefits   • • • • • • •   Initial  app  download  size  and  times  are  greatly  reduced.  developers  are  able  to  reduce  the  size  of  the  app  by  installing  a  shell  that  downloads.   Content  can  be  managed  by  user  or  group  membership.  downloading  only  what  the  user  needs.  sustainable  and  cost  effective  while  delivering  a  superior  user  experience.  and  manages  the  content  with  a  CMS.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit     • Hybrid  apps  can  be  seen  as  either  a  compromise  of  native  and  web  apps  or  a   solution  to  address  the  deficiencies  of  both.    The  use  of  a  CMS  allows  companies  to  make  the  model   scalable.    For  apps   that  manage  and  deliver  large  amounts  of  data.           ©  2012  MobileIron   P a g e  |  6   .   Content  can  be  tracked  for  audit  purposes.  the  initial  business  case  for   deploying  tablets  was  to  replace  workflows  that  involved  the  distribution  and  management  of  large   volumes  of  printed  documents.    By  developing  apps  with  advanced  content  delivery  and  management   systems.   Content  can  be  optimized  and  delivered  efficiently.  and   additional  effort  must  be  made  in  data  integration  and  normalization.  often  for  compliance  purposes.             Content  Management  System  (CMS)   Many  first  generation  apps  have  embedded  rich  media  content  within  the  app.  often  causing  the  app   to  grow  very  large  in  size.  hybrid  apps  can  solve  the   significant  problem  of  content  management.    Migrating  documents  into  an  app  or  synchronizing  them  manually   quickly  became  difficult  to  manage  and  maintain.    The  disadvantage  is  that  some  native  functions   and  performance  speeds  may  not  be  accessible  though  hybrid  apps.  For  enterprises  that  have  established   services  to  leverage.   synchronizes.    For  many  companies.   Content  is  delivered  intelligently.

    Regulatory  and  compliance  directives  may  dictate  that  certain  apps  not  be  used  for  business  purposes.  allowances.     Unlike  desktop  application  distribution  systems.  including  whitelisting  and   blacklisting  apps.     Mobile  App  Policy   The  primary  driver  for  subsequent  configuration  and  deployment  activities  is  based  on  the  Mobile  App   Policy.  supported   and  managed  on  a  day  to  day  basis.  such  as   games  or  social  media  apps.  and  reimbursement  policy.      In  order  to  perform  and  scale  app  management  functions   efficiently.  business  units  or  other  segmentation  model.     In  addition  to  providing  a  comparable  user  experience.   regional  locations.  approved  and  packaged  for  distribution.  compliance  actions  and  app  categorization  are  necessary  before  initiating  the   enterprise  app  storefront  service.    This  may  be  part  of  a   larger  Mobile  Device  Policy  or  can  be  called  out  specifically  in  the  Mobile  App  Policy.  mobile  app  distribution  systems  are  still  nascent  and  present  their  own  set  of  challenges.     Once  an  app  has  been  developed.  with  an  explanation  of  the  underlying  reasons  for  classifying  apps  as  allowed  or  disallowed.  maintaining  and   supporting  mobile  apps  need  to  be  planned  in  the  context  of  mobile  devices.    Users  who  are  already  accustomed  to  a  smooth  app   delivery  experience  on  public  app  stores  will  expect  a  similar  experience  on  the  enterprise  app  store.    Considerations  for  app  control  policies.  rather  than  as  extensions   of  desktop  management  systems.  and  governance.      Another  area  that  requires  careful  planning  is  the  grouping  of  apps   distributed  to  users  and  business  units.           ©  2012  MobileIron   P a g e  |  7   .  processes  and  resources  to  facilitate  the  Roll-­‐out  and  Sustain   phases.     Once  the  Mobile  App  Policy  has  been  defined.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   Mobile  App  Management   Mobile  App  Management  consists  of  the  Roll-­‐out  and  Sustain  phases  of  the  Mobile  App  Lifecycle.  Mobile  IT  must  also  enforce  enterprise  app   policy.  Mobile  IT’s  role  changes   from  guidance  and  consultation  to  execution  and  management.  a  blueprint  for  the  categorization  and   distribution  of  apps  and  users  is  required.  with  mature  tools  and  processes  that  have  evolved   over  years.  efficiency  and  simplicity  for  end  users.    Apps  must  be  distributed.     The  expectations  for  mobile  app  distribution  capabilities  need  to  be  reviewed  when  compared  with   desktop  application  distribution  systems.    This  policy  will  define  what  apps  are  appropriate  and  what  apps  are  disallowed  for  business   purposes.  Mobile  IT  will  need  tools.  the  roll-­‐out  phase  can  begin  by  deploying  apps  to  users   in  a  controlled  and  secure  manner  with  a  focus  on  scalability.       Phased  Roll-­‐out   The  first  step  to  rolling  out  apps  is  to  develop  a  well-­‐formulated  plan  designed  to  deliver  the  expected   number  of  apps  to  all  potential  user  populations.  additional   capabilities  will  be  available  that  meet  or  exceed  existing  desktop  application  solutions.      The  policy  will  also  define  the  financial  model  for  app  purchases  and   guidance  on  account  management.  security.    Whether  apps  are  distributed  by  AD  group  membership.     There  may  also  be  business  and  cultural  reasons  for  restricting  certain  apps  or  app  categories.  the  tools  and  processes  that  Mobile  IT  organizations  develop  for  distributing.    As  mobile  management  tools  evolve  and  mature.    Until  such   time.

   Policies  and  guidelines  will  define  what  apps  can  be  used  and  purchased  for   business  purposes.  legal  and  privacy  concerns  while  maintain  a  good    user   experience.  reimbursement  models   will  vary  based  on  how  apps  are  purchased.    The  app  inventory  is  the  basis  of  app  control  activities.         App  Metrics  Guide   App  metrics  come  in  two  flavors  –  individual  app  usage  and  “web”  metrics  that  are  normally  built  into   the  app  and  reported  back  to  the  app  owner  on  specific  activities  that  take  place  within  the  app  as  well   as  statistics  on  time  and  duration  of  app  usage.  but  managing  two   accounts  and  the  level  of  control  that  it  actually  provides  requires  careful  review  and  comes  with   caveats.     From  a  financial  perspective.      In  addition  to  password  and  account  maintenance  models.  payment  for  apps  requires  careful  planning  and  understanding  of  the   options  available.    As  the  availability  of  metrics  beyond  inventory   become  available  on  devices.  additional  metrics  can  be  collected  and  coordinated  with  mobile  metrics   solutions.      For  example.  metrics  can  be   collected  on  the  collective  use  of  apps  across  the  mobile  fleet  as  well  as  apps  installed  on  specific   devices.    The  advantage  of  a  personal  account  is  that  users  only  have  one  account  to  manage.     Mobile  IT  needs  to  determine  if  the  use  of  personal  app  store  accounts  can  meet  corporate   requirements  for  security.    From  an  administrative  perspective.   which  leads  to  a  simplified  user  experience.    Apple’s  Volume  Purchase  Plan  can  assist  enterprises  in   deploying  paid  apps  to  users  but  the  nuances  of  app  ownership  and  portability  based  on  App  Store   account  need  to  be  understood.  how  apps  will  be  deployed  in  a  secure  and  controlled  manner.  and  how  to  cover   gaps  through  technical  as  well  as  non-­‐technical  approaches.      Depending  on  how  app  store  accounts  are  provisioned.  where  the  presence  of  specific  apps  on   devices  can  trigger  alerts  or  compliance  actions.    Many  users  already  have  personal  accounts   and  prefer  to  use  them  for  simplicity.  regulatory.         ©  2012  MobileIron   P a g e  |  8   .  policy  and  end  user  assets  that  need  to  be  in   place  ahead  of  time.     App  Store  Account  Management   One  of  the  thorny  issues  when  deploying  apps  to  enterprise  users  is  the  question  of  whether  to  use   personal  or  business  app  store  accounts  to  purchase  apps.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   A  phased  roll-­‐out  plan  will  specify  the  infrastructure.    The  use  of  a  separate  business  app  store  account  may  at   first  appear  to  provide  a  clean  separation  between  personal  and  business  use.  the  creation  and  maintenance  of  secondary  corporate  app  store  accounts  will   require  resources  to  manage  and  augmented  processes  to  overcome  the  enterprise  challenges   inherent  in  consumer-­‐based  services.   payment  guidelines  need  to  be  established.

 maintain.    Also.  and  the  compliance  actions  taken  when  devices  fall  out  of  compliance  with   corporate  policy.  blacklisting.     App  Distribution  is  managed  through  distribution  lists  or  groups  that  determine  which  apps  get   distributed  to  which  user.     User  Guides  and  Tools   • • • FAQs     Self-­‐Service  Guides   Training  and  Education   o Online   o Classroom   o Documents  and  User  Guides   o Help  Desk  training     • • • Shared  responsibility  model   User  Agreement   Compliance  remediation   o Notification   o Self-­‐remediation  guide         Sustain   The  last  phase  of  the  App  Lifecycle  is  the  Sustain  phase  where  the  app  is  in  production  and  the  role  of   Mobile  IT  is  to  support.  upgrade  and  eventually  retire  the  app.  Important  tools  for  day-­‐to-­‐day   operations  for  administrators  can  be  categorized  into  app  control  policy  and  management.  and  resources  are  spent  in  mitigating  the  low  underlying  trust  level.  a   great  deal  of  time.  and  app  upgrades  and  maintenance.  will  assist  users  in  understanding  how  to  safely  and  securely   use  apps  for  business  purposes.   whatever  the  cause.    Clear  communications  detailing  app  policy.     App  Control  and  Distribution   App  Control  Policy  and  Management  includes  functions  such  as  whitelisting.  the  user  is  king.  app   distribution  management.    This  can  cause  conflict  for  IT  organizations  and  organizational   cultures  where  the  trust  level  between  users  and  the  enterprise  is  low.  certain  apps  may  be  allowed  to  be  on  the   device  but  not  allowed  for  business  use.    Since  every  app  cannot  be  reviewed  for  appropriate  use.  with  examples  of   appropriate  and  inappropriate  app  use.    Administrators  will  need  the  ability  to  manage  individual   membership  in  groups  in  order  to  define  how  apps  get  distributed  to  specific  users  and  departments.  making  apps   required  or  recommended.    Useful  tools  that  educate  the  user  and  allow  for  self-­‐remediation  will  engage  the   user  and  allow  a  higher  level  trust  model.  effort.  users  will  need  to  be   educated  on  corporate  policy  along  with  the  reasons  for  disallowed  apps  so  that  they  can  make  an   educated  judgment  when  new  apps  become  available.   must  be  managed  through  a  corporate  directory  structure  such  as  Active  Directory  in  order  to  scale   and  automate  the  distribution  process.     ©  2012  MobileIron   P a g e  |  9   .    These  groups  can  be  managed  individually  but  for  large  distribution  lists.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   User  Communications   In  the  mobile  world.    Often  in  those  environments.

 upgrading  existing  apps  when  new   versions  are  available.    When  apps  are  retired  from  the   system  or  removed  from  devices.    The  difference  for  enterprises  is  that  users  will  need  to  be   educated  on  which  apps  are  appropriate  for  business  use  and  which  apps  are  disallowed.    Best  practices  and  guidance  for  managing  apps  will   be  an  important  tool  for  operations  and  sustaining  organizations.    For  years.  installing  and  using  apps  have  matured  with  evolved.     Self-­‐Service  and  Troubleshooting   Deploying  a  Self-­‐Service  Support  Model  is  an  important  way  to  keep  costs  down  and  increase  user   satisfaction  by  allowing  users  to  install  and  manage  apps  on  their  own  in  the  same  way  consumers   install  and  manage  their  own  apps.  such  as  compliance  with  regulatory  rules.  appropriate  data  handling  procedures  must  be  followed  in  order  to   remove  and  protect  any  corporate  data  that  may  have  been  part  of  the  app.         While  email  continues  to  be  the  killer  mobile  app.  specifically  email.  and  removing  apps  once  they  have  been  retired.  an  annual   process  to  re-­‐sign  and  redeploy  apps  is  required.  automatically  notifying  the  user  when  compliance  actions  are  taken  will  allow   continued  reinforcement  of  good  behavior  by  educating  users  on  what  actions  break  compliance  rules.  will  also   allow  users  to  make  informed  decisions  on  their  own  as  opposed  to  constantly  referring  to  lists  of   approved  apps.    For  iOS  apps.     As  part  of  the  self-­‐service  model.  calendar  and  contact  apps.    In  many  ways  mobile  apps  are  redefining  fundamental  business   processes  and  changing  people’s  relationship  with  technology.     While  consumer  services  for  discovering.   enterprises  are  just  beginning  the  journey  to  develop  and  distribute  mobile  apps  to  bring  business   value  to  their  organizations.               ©  2012  MobileIron   P a g e  |  10   .    Also.     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   App  Management  includes  adding  new  apps  for  distribution.         During  the  initial  phase  of  mobile  device  adoption.  email  was  the  only   requested  and  used  mobile  app  for  the  majority  of  mobile  users.     Conclusion  and  Recommendations   Mobile  apps  are  opening  up  vast  opportunities  for  enterprises  to  change  the  way  they  interact  with   their  customers  and  employees.  there  has  been  a  sea  change  in  the  way  apps  are   used  on  mobile  devices.    An   explanation  of  the  reasons  for  disallowed  apps.  enterprises  were  focused  on  personal  information   management  functions.    Apps  are  what  make  smartphones  “smart”.  troubleshooting  guides  will  be  necessary  for  both  users  and  the  help   desk  to  step  through  problem  resolution  quickly  and  efficiently.    Apps  provide  value  to  mobile.

        ©  2012  MobileIron   P a g e  |  11   .     Mobile  App  Management  Best  Practices   Mobile  App  Toolkit   Mobile  App  Toolkit   The  graphic  below  describes  the  tools  that  make  up  the  App  Toolkit.  Differences  in  Mobile  App  Management.  and   App  Signing  Guidelines.  organized  by  phase.    The  toolkit   materials  will  be  made  available  as  they  are  developed.  Mobile  App  Maturity.    Currently  available  materials  include  Mobile   App  Management  Best  Practices.