1.
The Time Has Come:
IT Lifecycle Management for
BlackBerry
Business Perspective Series
September 2007

2. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
TABL
LE OF CONT ENTS
Lifecy
ycle Managem
ment for Black
kBerry: An In
ntroduction ...
.............................................................. 4
Lifecy
ycle Managem
ment for Black
kBerry: The A .............................................................. 4
Approach ......
ITIL
L Version 3.............................................. .............................................................. 5
......................
Service Strate
S egy ..................................... .............................................................. 5
......................
Service Design .......................................
S . .............................................................. 5
......................
Service Transition ..................................
S .............................................................. 6
......................
Service Opera
S ation .................................. .............................................................. 6
......................
Continual Ser
C rvice Improve
ement ............ .............................................................. 6
......................
Lifecy
ycle Managem
ment for Black
kBerry: An In
ntegrated Methodology ............................................. 6
Acq
quisition of Bl
lackBerry Serv
vices .............
......................
.............................................................. 7
BlackBerry Solut
tion Deploym
ment ...............
......................
.............................................................. 8
Servers ...................................................
S ......................
.............................................................. 8
Smartphones .........................................
S ......................
.............................................................. 9
Bus
siness Continu ....................................
uity ......................
.............................................................. 9
SLAs
S ........................................................
......................
............................................................ 1
10
IT Service Con
ntinuity ..............................
......................
............................................................ 1
11
Diagnosis, Mo
D onitoring, and
d Management ..................
............................................................ 1
11
Smartphone/Device Management ........
S ......................
............................................................ 1
13
Configuration
C n Managemen
nt ..................
......................
............................................................ 1
14
Help Desk ...............................................
H ......................
............................................................ 1
14
Security and c
S compliance .......................
......................
............................................................ 1
15
Con
ntinual Servic
ce Improveme
ent ................
......................
............................................................ 1
15
Ass
set retirement and replenishment.........
......................
............................................................ 1
16
Lifecy
ycle Managem
ment for Black
kBerry: Conc
clusion ...........
............................................................ 1
16
Page
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3. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
Buusiness
s Persp
pective
e Serie
es Part 3
The Time e Has Come:
Lifecycle
e Manaageme ent for
r Black
kBerry
y
The C
Conceivium Buusiness Persp
pective Series focuses on th
he growth of BlackBerry® and how
BlackBerry Enterpr
rise Server™ m
monitoring af zations today:
ffects organiz
In Part 1 o
of our series, wwe discussed d how organiz zations that use BlackBerry y as their
standard f for wireless e‐‐mail and oth her wireless applications ac chieve higherr productivity
y
gains. It walks through return on inv vestment (ROI) models to j justify how Co
onceivium’s
products a are solid invesstments with a very short payback period.
In Part 2 o
of our series, wwe compare the two most t prominent mmethodologie es for
monitoring g and reporting on BlackBe erry Enterprisse Server infr
rastructures. WWe show you u
how the m methodologies s can be used d to help businesses make critical decisions for their
organizatio ons to run mo ost efficiently
y both financially and oper rationally.
In Part 3 o
of our series, wwe introduce e the first com
mprehensive L Lifecycle Man nagement for
BlackBerry y Plan availabble in the wireeless arena. In
n this plan, we take you ste ep‐by‐step
through th he life cycle of a BlackBerry y deployment t using an integrated projeect
methodolo ogy approach h with the Infrrastructure Te echnology Int tegrated Libraary (ITIL)
framework k.
out Conce
Abo eivium’s m
mobile_ S
Solutions
s for BlackBerry
MobilleMonitor and MobileAnalyzer are a poowerful solution that quick
kly plugs into common
netwoork monitorin
ng systems to
o ensure the o ormance of BlackBerry Ente
optimal perfo erprise Serve
er
through real‐time monitoring, m
managing, and reporting:
Instant ROOI: reduce help desk calls u
up to 50%, maximize serve er availability, and lower
administraative resourcees.
Increase seervice quality
y: maximize sserver perform
mance, custo
omize alert no otifications,
and autom mate manual p processes.
Improve efficiency: tailor monitorinng to meet specific needs aand use proac ctive
notifications to alert ad
dministrators of early stage
e problems.
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4. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
LIFEC
CYCLE MANA
AGEMENT F
FOR BLACKB
BERRY: AN INTRODUC TION
In today’s fastt paced technnological wor rld, businesses
require high a
r availability of crucial business
information systems. The B BlackBerry en nvironment is s
a critical component of the
a e IT infrastruc
cture. From
the CEO to fie
t eld personnel, BlackBerry s smartphones
have become as essential as laptops an
h nd cell phoness.
The BlackBerr
T ry solution is a necessity to o
organizations
o s and needs to o be active 244 hours, 7
days a week. Users must b
d be able stay se eamlessly
connected with wireless ac
c ccess to email, time‐
sensitive corp
s porate data an nd applications, phone,
and the web (
a (internet and intranet).
The need for 24/7 system uptime requi
T irements, has s
organizations
o s scrambling t
to find compr rehensive,
cost‐effective
c e, easy‐to‐use
e solutions to proactively
diagnose, monitor and resolve problem
d ms. And, with
new federal d
n data storage r
regulations, o
organizations
require solutions that prov
r vide access too and storage
of all email, phone, SMS m
o messaging, and d website
access data.
a
An eff
fective IT asse
et lifecycle ma
anagement p
process can es
stablish order
r and simplific
cation to
busine
ess processes s.
LIFEC
CYCLE MANA
AGEMENT F
FOR BLACKB
BERRY: THE
E APPROAC H
The IT
T asset lifecyc
cle has four distinct phases
s:
Acquisition
n
Deployment
Management Acquisition Deployment
t
Retiremen nt
Each pphase requires proper management and
tracking to obtain the best ROI. AAnd, any
misma anagement du uring any phas se can easily Retirement Managemen
nt
spiral out of control; leading to h
high acquisition
costs,
high maintennance costs, an
nd,
wasteed resources.
Page
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5. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
ITIL V
VERSION 3
Co
onceivium’s aapproach to LLifecycle Mannagement
Pl
lan for BlackB
Berry is based
d on ITIL Vers
sion 3.
IT
TIL Version 3 includes these
e stages:
e Strategy
Service
Service
e Design
Service
e Transition
Service
e Operation
Continual Service Immprovement
Note: ITIL has recen
ntly undergone a refresh; the newly publishe ed Version 3 (ITIL v3), the cor
re books for
which were publishe ed May 30, 200 07. The major ddifference betw
ween v3 and itss predecessor v v2, is that v3
dopted an integ
has ad grated lifecycle
e approach to IT service man nagement, as oopposed to organizing itself
around the concepts s of IT service d
delivery and sup
pport.
SERV
VICE STRATE
EGY
At this stage, organ
nizations neeed to understa
and the need for the service or function
n and how it
can im
mprove its effficiency or to meet a requi
irement on th
he part of inte
ernal or exter
rnal
customers.
he output for
Th r this stage is a long‐term s
strategy that includes info
ormation abou ut the design,
im
mplementatio on, maintenan nce, and conttinual improv
vement of the e service with
hin the
organization.
VICE DESIGN
SERV N
At this stage, the responsible de epartment ha as to develop the strategy into a design
n which
addreesses all aspeccts of the serv as the processes intended to support it
vice, as well a t.
Key areas to addre
ess:
Availability Ma
anagement
Capacity Mana agement
Continuity Management
Se
ecurity Management
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6. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
SERV
VICE TRANSI TION
This stage focuses on the deplo
oyment of the
e service base
ed on the serv
vice design. T
There is an
area o
of overlap between Service Transition a
and Service O
Operation.
Key areas to addre
ess:
Change Manag gement
Release Manag gement
Configuration Management
t
Se
ervice Knowle
edge Manage
ement
SERV
VICE OPERAT
TION
This stage focuses on the activitties required to operate th
he services an
nd maintain t
their
functiionality as de
efined in the S
Service Level Agreements wwith the custtomers.
Key areas to addre
ess:
In
ncident Manaagement
Problem Mana agement
Request Fulfillment
CONT
TINUAL SER VICE IMPRO
OVEMENT
This stage focuses on the ability
y to deliver co
ontinual impr
rovement to t
the quality of
f the services
that the IT organization delivers
s to the businness.
Key areas to addre
ess:
Se
ervice Reportting
Se
ervice Measu urement
Se
ervice Level M
Management
LIFEC
CYCLE MANA
AGEMENT F
FOR BLACKB
BERRY: AN INTEGRATE
ED METHOD
DOLOGY
Note:
: Since this do
ocument is a lifecycle man
nagement plan, while keep ping to the pri
inciples of ITIL
L,
we made some adj justments to meet the neeeds of a Black
kBerry environ
nment.
agement need
Mana ds to ask thes
se key business questions relating to the BlackBerry environment
t:
Do we hav
ve the right pl
lan for everyo
one?
Do we hav
ve the right de
evices (smart
tphones)?
Page
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7. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
Are we rec
ceiving our mail on time?
How are th
he other mob
bile applicatio
ons functionin
ng?
Are we get
tting our mon
ney’s worth?
An eff
fective IT lifec
cycle manage
ement solution should provvide the tools
s necessary fo
or BlackBerry
adminnistrators and d managemen nt to answer these questio
ons.
The key areas of Conceivium’s p
proposed lifecycle manage
ement plan in
nclude:
isition of Blac
Acqui ckBerry servic
ces
BlackBerry deploym
ment
Business continuity
y
Continual service improvement
t
Asses
ssment retirem
ment and pro
otection
ACQU
UISITION OF
F BLACKBER
RRY SERVICE
ES
Most organizations that deploy
y a BlackBerryy solution in their environmment first set up a very
small number of sm
martphones ( (mostly for se
enior manage ement). Afterr this initial tr
rial,
organ
nizations then
n expand this group and addopt a large sscale, long‐ter
rm deployme ent strategy.
The B
BlackBerry acq
quisition strat
tegy requires consideratio
on of many dif
fferent aspec
cts:
Wireless carrier optionss
Smartphon ne types
Calling and
d data plans
Applications to support t
Internal po
olicies
During the first phase of acquisition, the carrier, plans, an
nd smartphon nes choices re
ely on
inform
mation gathered from exte ensive vendor reviews and d analysts’ rec
commendatio ons. And,
after t
these selectio
ons, there sho
ould be a conntinuous inter rnal review off the perform
mance of eachh
of the
ese choices to
o ensure theyy are consistently meeting the service o objectives of t
the
organnization.
BlackBerry adminis
strators need
d comprehenssive and detailed informat
tion to monito
or and
manage carrier performance, smmartphone usability, and performance. Without this
Page
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8. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
type o
of BlackBerry intelligence, it can easily lead an organ nization to maake inefficien
nt
choicees, which in t
turn, is a total waste of res
sources. Withh Conceiviumm’s mobile_
solutions and stafff expertise, wwe can providee IT managem ment with the e diagnostic to
ools
to meeasure performance of all aspects of the e BlackBerry environment t. We providee
detail
led reports onn carrier performance, smartphone usa age and perfoormance. This
inform
mation can be e used to asse ess current deeployments a and provide bbenchmarks from
whichh organizationns can use the e data for future acquisitio
on decisions.
BLAC
CKBERRY SO LUTION DEP
PLOYMENT
Once the acquisitio
on phase has been comple
eted, there ar
re two aspect
ts of BlackBer
rry
deplo
oyment to add dress:
Servers
Smartphonnes
VERS
SERV
Depen nding on the size of the orrganization an nd the numbe er of smartph hones require ed, BlackBerryy
Enterprise Server ddeployment h has to be plannned with fut ture growth inn mind. Most t organizationns
install servers base
ed on geograp phical locatio
ons. This strattegy is consis
stent with theeir internal
policie
es, where thee responsibilitty for manage ement is with h local administrators. The e main thing
to keeep in mind whhile deploying g a BlackBerryy Enterprise SServer is loadd balancing: c
careful
considderation in th
he distribution of power us sers, mobile ppersonnel, an nd other stafff. (Some
organnizations evenn place all the
eir C‐level use
ers on a separ rate server.) Although the ere are no sett
limits
for the numbber of users tthat can be installed on a B BlackBerry En nterprise Servver, most
organnizations place
e 500 to 1000 0 users on each server.
The goal of an opttimal deploym of email and mobile data
ment: to ensure the even distribution o
traffic nvironment.
c throughout the server en
No matter how we ell the initial d
deployment is s planned andd implementeed, it is very c
common,
cially in large organizations
espec s, for adminis
strators to fre
equently mov
ve users from one server to
o
anoth
her. There can be many re easons why th his is necessary.
1. The BlackBBerry solutionn is no longer just an email platform. Veendors are noow mobilizing g
their applications (espeecially CRM, E
ERP) and it’s v
very likely tha
at organizatio
ons will use
their Black
kBerry smartp phone for many non‐email related appl lications. These additional
application o variations on the load on
ns can lead to n the BlackBerry Enterprise e Server.
2. There alsoo may be netw work performmance issues, unexpected increase in the number of
users, or h
hardware perf formance issu ues.
Page
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9. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
To maake effective decisions abo out load balancing, administrators requ uired detailed
d data.
They need historic cal reporting a
about all the metrics relateed to the BlacckBerry Enterrprise
Server, carrier, nettwork, and ennd user usage e and performmance. These e metrics are not
easily
y available fro
om the serverr itself. Conce
eivium’s mob s provide the data
bile_ solutions
necesssary for administrator to oobtain report ts, metrics and SLAs on eve ery aspect of the
enviro
onment on a historical bas sis.
SMAR
RTPHONES
Smarttphone deplo oyment is a mmatter of interrnal policy and careful determination has to be made
aboutt entitlement. Internal policies dictate wwho gets Blac ckBerry smart tphones and the priority
within
n the organiza ation. In mos
st instances, s
senior manag gers are first a
and then follo
owed by field
d
force and sales.
It is unlikely that every user will have the sam me software installed on t their smartphhones, the
same level of access rights and the same mo odel of smartpphone. This ddetermination is made in
the de esign and policy phase. Ba ased on the design and pol licy of the enttitlement, administrators
have t the responsib bility of provisioning the sm
martphones a and ensuring that no chan nges are madee
to the ese settings. A
Administrator ecial auditing tools to ensu
rs require spe ure that each group or
individual received d only the sofftware and rigghts based onn corporate policy.
Conceeivium’s mob bile_ solutions to ensure that if settings are
s provide security checks t
changged, a notificaation is sent t
to the BlackBe
erry administtrator. We als
so provide a sseries
of rep
ports that adm ministrators ccan use to con
nduct audits oon the applications and acccess
rights
s for users.
For anny deploymen nt, training is vital for succ
cess. Conceiv
vium recomm mends that
organnizations work k with Resear rch In Motion n (RIM) and/oor their carrier to provide
training to the admministration p personnel on a regular basis. Attendanc ce at RIM
tradeshows, webcasts, and conferences also o helps in ensuring that administrators are
up‐to‐date on the latest tools and services. A An organization should ensure that a
reasonable amoun nt of resource es are dedicat ted to training
g the adminis strators and hhelp
desk sstaff. In most
t instances, administrators s provide the training to end users and help
desk ppersonnel.
BUSI NESS CONT INUITY
By farr the most important aspeect of Lifecycle
e Management for BlackBerry is busine ess continuity.
Efficie
ency gains (a key reason fo
or deploying BBlackBerry) caan only be ac
chieved if all a
aspects of the e
enviroonment are functioning at t the highest c
capacity. In o
other words, business cont tinuity in the
case oof a BlackBerr
ry environme 24/7 uptime. It requires a
ent, requires 2 a high level off constant
diagnosis, monitor ring, managem ment, reportiing, asset trac
cking, and adherence to le egal and
regulaatory compliaances.
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10. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
SLAs
One oof the most esssential elements of business continuity is accurate service level agreements
) to establish the agreeme
(SLAs) ent on the right level of service and per
rformance forr the
BlackBerry environ nment.
Depen nding on the criticality of t
the BlackBerr
ry environment for an orgaanization, est
tablishing
effect
tive SLAs can be a simple o or a very complicated task. For example, in the case
e of
invest
tment broker rs or auctioneeers, there ma
ay be a need for complex S SLAs requiring 99.999%
availa e). Or, there may be organizations that
ability (uptime t only use Bla
ackBerry for e
emails and
messaaging, and theey may only r require 99% u
uptime.
Settin
ng effective SL
LAs is very im
mportant to ann organization; it requires establishing the proper
baseliines and bencchmarks. Ver ry often, adm re influenced by managem
ministrators ar ment to set
SLAs, without deta ailed research
h of their need
ds or the envvironment. WWe recommen nd that SLAs
et only after a
are se an extensive sstudy of netw
work, server, aand smartpho one performa ance to
establish a baseline for measurement. And, once the bas selines are cre
eated, then ssuitable SLAs
can be set.
Note:: With the inc
crease in the n
number of smmartphones, th
he introductio
on of new app
plications, or
other network changes, SLAs ne eed to be read
ddressed on a
a continual ba
asis.
PLE SET OF S
SAMP SLAs
Although there are
e predetermin ned mandato
ory SLAs for BlackBerry, theere can be SL
LAs that coverr
most important as environment. Here is a sam
spects of the e mple set that
t we use as a starting point
t:
SAMP
PLES
Mail delivery rates Pending mess
sage counts Multtiple hung threa in short perio
ad od
at hi
igh-level wait co
ount
Tota messages sen to
al nt SQL connectivity Tota Exchange mailbox full errors
al
sma
artphones
Tota messages sen from
al nt Long-term un
nconnected user
rs Windows services availability for
sma
artphones Blac
ckBerry Enterpris Server
se
Mail received from Exchange to Total attachm
ment opening er
rrors High wait count hun threads
h ng
Blac
ckBerry Enterpris Server
se
SRP connectivity ava
ailability Total MDS co
onnection errors
s New device activation errors
w
Help desk response time
p e Total number of hung thread
r ds Num
mber of Client A
Access Licenses
(CALs) in Use
Page 1
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11. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
In establishing baselines and SL LAs, administr rators need an automated d way of captuuring the
statist
tics that they
y require to m
make effective e choices. Conceivium’s m mobile_ solutions provide
the daata for setting
g baselines ass well as meaasuring SLAs through our in ntelligence m
monitors
(i_Moonitors) and hhistorical repo
orting facility.
. Administrattors can use t the solution to establish
SLAs oon any aspect t of the environment. Without this type e of flexibility
y, the purposee for setting
SLAs iis lost.
Note:: Conceivium offers profes
ssional service
es for SLA pla
anning and im
mplementation
n. For
inform
mation, visit o
our website w
www.conceiviu um.com
IT SE RVICE CONT
TINUITY
No matter how good an organiz zation’s diagn
nostic and mo onitoring toolls are, one cannot rule outt
the poossibility of an outage. IT service continuity manage ement refers to the continnuation of
servic
ce at the same e level of ope
erations and s service levels following an interruption to the IT
infras
structure. In the event that t an infrastructure outage does occur, o organizations s must have
plans in place to ha ave a high availability backkup mechanis or restoring services to the
sm in place fo e
same level that it w was prior to t
the outage.
Whilee there are many backup a and recovery s solutions, suc
ch integrated solutions spe ecific to a
BlackBerry environ nment are not readily available. The pr roblem with m most availablee solutions is
these backup
that, t p and recover ry solutions wwere develope ed for hardwa are and serveer failures andd
not fo
or the BlackBeerry solution.. As a result, failovers mayy occur even w when there iss nothing
wrong g in the Black
kBerry environ nment and co onversely, failovers need t to be done manually when n
BlackBerry services fail without t problems in the other part of the infra astructure. A
As a result,
such bbackup and re ecovery soluttion are quitee unreliable. CConceivium’s mobile_ solu utions are
integrrated with Neeverfail for BlackBerry to ddevelop a high h availability solution spec
cifically for the
BlackBerry environ nment. For mmore informat tion, visit our
r Conceivium‐ ‐Neverfail porrtal
www.neverfailgrou up.com/porta al/conceiviumm
DIAG
GNOSIS, MO NITORING, AND MANA
AGEMENT
The m
most importan nt function of
f a BlackBerry
y administrato or is to ensur
re a high level of
performance and u uptime. As m
mentioned ear rlier, the Blac
ckBerry enviroonment consists of a multi‐
netwoork, distribute
ed, complex iinfrastructure
e. It’s important for the ad
dministrator tto fully
underrstand each segment of th he environment and how it t performs.
The B
BlackBerry Entterprise Serveer environme ent (see illustr
ration below) ) consists of s
several
segmeents of compplex technolog gy. This figure
e illustrates th
he message o or data transffer
methoodology. This
s intricate tra
ansfer systemm maintains th he integrity an
nd security of f the data at
every
y step; howevver, the complexity of the t transfer envir ronment mak kes it susceptiible to
frequent service disruptions. Allthough it’s ra
are that the eentire BlackBe erry Enterprisse Server
Page 1
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12. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
enviro
onment crashhes, it’s not unusual to hav ve service prooblems. Servic
ce problems c
can be as
minorr as user ema
ail receipt dela
ays to as critical as email s
server crashes.
No matter where t the problem ooccurs, it’s im
mportant for a
administrator
rs to know if a
all the
conneections, devic
ces, or servers
s are working g properly, an
nd when there
e are issues, i
it’s critical to
be able to identify and resolve t
them quickly—before the BlackBerry sm martphone users notice.
his reason, jus
For th st like all othe
er types of se
ervers, admini
istrators need
d to have diag
gnostic and
management tools s that constan ntly monitor tthe performa
ance of every aspect of thee BlackBerry
Enterprise Server eenvironment and notify th he administrator or help de
esk personneel before
probleems occur.
Conceeivium’s mob
bile_ solutions
s: MobileMoonitor Agent a
and MobileAnnalyzer are the premier
diagnostic and monitoring softw
ware for the B
BlackBerry en
nvironment. T
Together, theese solutions
provid
de administra
ator everythin
ng they need to diagnose, monitor and manage thei ir BlackBerry
enviro
onment. Tog
gether they prrovide necesssary information on:
In
nfrastructure
Se
erver health, network connection, maill server conne
ection, SRP co
onnections,
co
overage infor
rmation, inventory, configu
uration changges, etc.
Sm
martphones
Model, carrier, hardware, a
M applications, u
usage, out of coverage, up
pdates, etc.
User
U
Complete userr information, groups, acce
ess rights, password settin
ngs, applicatio
on
sage, phone c
us calls, messaging, usage, et
tc.
Business tools
s
Sy
ystems usagee, carrier performance, han
ndheld performance, plan usage, etc.
Page 1
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13. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
MobileMonitor Ag
gent
Mobil leMonitor Ag gent is a compprehensive BlackBerry Enterprise Serve er
data ccollection eng
gine that easiily plugs into any SNMP‐co ompatible
monit toring solutio
on, making it e
easy for organizations that t already have an
existin
ng network m monitoring solution. MobileMonitor interfaces with
most industry‐lead ding monitoring solutions (e.g., Microso oft MOM, HP
OpenView, BMC Patrol, NetIQ N NetApps, Mer rcury SiteScope, and What t’s
Up Go old).
Mobil leMonitor Aggent is installe
ed on each BlackBerry Ente erprise Server and continuuously polls
the BllackBerry Entterprise Serve orrelates BlackBerry Enterp
er log files, co prise Server e
events, and
sendss these events s to any netw
work monitori ing system. An administrattor using simple expressioon
builde
ers can queryy the BlackBer rry Enterprise e Server databbase or build queries in MobileMonitor r
to ide
entify any BlacckBerry Enterrprise Server or BlackBerry y event that a
affects perfor
rmance.
MobileAnalyzer
Mobil leAnalyzer is a standalonee console thatt provides cus
stomizable ale erts, notificat
tions, and
reporrts using data from one or all MobileMo onitor Agents
s. Its dashboa
ard‐like view provides
admin nistrator, help
p desk personnnel, and others to view re
eal‐time perfoormance, system health as
well a
as historical in
nformation of vironment. It sorts and ma
f the entire BlackBerry env anipulates thee
data ffor reporting and graphicaal display. Eac
ch MobileMon nitor Agent provides real‐t time and daily
statist
tics to MobileeAnalyzer for
r investigative
e reporting an
nd long‐range e trending. Th here are over
70 sammple reports available in M
MobileAnalyz zer. MobileAnnalyzer can bee used from t the web‐based
consoole or on the BBlackBerry sm
martphone.
Note: For a complet
te description o
of the full functionality of Con
nceivium’s mobile_ solutions
s, visit
ebsite: www.c
our we conceivium.c
com
SMAR
RTPHONE/D
DEVICE MAN
NAGEMENT
Within the IT infrastructure, thee BlackBerry eenvironment is unique in tthat, the mos st important
part, t
the smartpho one, is physically detachedd. Smartphones are suscep ptible to breakage,
misplacement, and d theft. And, smartphones s also are rep
placed more o often than mo ost other IT
devicees (due to tec
chnology imp provements). Administrato ors, help desk
k staff, and m
managers mus st
have complete kno owledge of thheir entire inv
ventory of smmartphones, inncluding detaailed
mation about
inform t model numb ber, software installed, asssociated carrier, etc.
Administra
ators need the data for un nderstanding t
the performaance of differe
ent
smartphonnes, usage levvels, and carrier performance.
Help desk staff need the data for tro
oubleshootingg problems.
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14. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
Management needs the
e data for fina
ancial plannin
ng and decisio
on making (amortization,
upgrades, etc.).
Conceeivium’s mobbile_ solutions
s provide detailed data on
n all aspect of smartphone
he‐minute usage and smar
inventory, up‐to‐th rtphone statistics, carrier i
information, and
manyy other metriccs.
CONF
FIGURATION
N MANAGEM
MENT
It is not only impor rtant to ensure that policiees are followe
ed in regard tto smartphonne deploymen nt
and in nitial configur
ration, it also is necessary to ensure tha
at all configur
ration change
es are tracked
d
and re eported. Thiss is important t for maintain
ning the integ
grity of the sy
ystem and sm
martphones,
and necessary for meeting regu ulatory and le
egal compliances.
FIGURATION
CONF N MANAGEM
MENT DATAB ASE (CMDB)
)
At thee heart of any y ITIL initiative
e is an organiization’s conf
figuration management da atabase
(CMD DB). It is a consolidated view of the IT as ssets (configu
uration items or CI's in ITIL
L parlance)
that c
comprises of t the IT infrastr ructure and the relationsh hips between those CI's, th heir users, andd
the buusiness servic ces they supp port. All asset
ts within a Bla
ackBerry environment being part of a
missioon critical infr
rastructure sh hould be incluuded as confi iguration item
ms in the CMD DB. However r,
the BllackBerry Ent terprise Serve er by itself does not afford the import o of metadata a and
configguration chan nges from the e BlackBerry e environment. Administrat tors require specialized
tools that monitor asset invento ory, store connfiguration ch
hanges and ha ave the appro opriate APIs
to interface with th he CMDB.
Conce
eivium’s mobbile_ solutions
s provide info uration changes.
ormation about all configu
Our m
modeling sche
ema is open a and it support
ts XML and wweb services. In most cases,
Mobil
leMonitor and MobileAnalyzer will inte erface with an
n organization
n’s CMDB wit thout
much customizatio
on.
P DESK
HELP
For large organizattions, a fully e
equipped help desk is requuired to support end users s. With
probleems ranging ffrom setting a g passwords to resolving sm
and resetting martphone problems (e.g. .,
synchhing, email de
elivery, or remmoving caches s), help desk staff must bee able to quickkly locate
essenntial smartphoone and user information such as mode el type, carrieer, the BlackB
Berry
Enterprise Server tto which it is connected, and end user d details. Help desk staff ne
eed the
necesssary tools to quickly diagn nose and address issues.
Usingg Conceivium’s solutions, h
help desk pers sonnel can re
espond to all t
types of end user
probleems efficiently and effectively. Some of the importaant informatioon and featur
res
able to help desk personne
availa el include:
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15. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
• Notify staf
ff in advance of potential f
failures, thus,
, reducing dow
wntime.
• Ability to s
search across multiple Blac
ckBerry Enter
rprise Servers
s quickly for
informatioon.
• Ability to t
test mail flow
w.
• Ability to q
quickly find al
ll end user inf
formation—c credentials, BlackBerry
Enterprise Server conne ections, carrie
er informatio
on, user’s loca
ation, and rea
al‐time
statistics.
• Ability to r
reset passwor
rds, change B
BlackBerry Ent
terprise Serve
er grouping, a
and
add new credentials.
• Ability to interface with
h other help d
desk solutions
s (e.g., Remed
dy) [additiona
al
professionnal services m
may be requireed].
URITY AND C
SECU COMPLIANC E
Like o
other critical infrastructure
e environmennts, it is neces
ssary to ensurre complete ssecurity and
legal c
compliances. While BlackBerry messag ging is compleetely encrypted and secured, users can n
access websites an nd download files or progr
rams, all of which can have e serious cons
sequences.
Additionally, if a us martphone, it is susceptible
ser loses a sm e to theft of information.
Givenn that BlackBe
erry smartpho ones are part of an organizzation’s IT inf
frastructure aand that the
enviroonment supports email, co ommunications, and other r important data applicatio ons, there are e
legal a
and regulatorry compliance e rules that need to be meet. For examp ple: Federal R
Rules of Civil
Proceedure: In Deceember 2006, new federal g guidelines we
ent into effect pertaining t to the
disclo
osure of “electronically sto
ored informat tion” and call for U.S. comp panies to keeep better track
of the
eir employees s' electronic c
communicatio ons and documents in the event a company is
involv
ved in a feder
ral law suit. Based on these e new guideliines, organizaations should retain all
receiv
ved and sent messages (em mail, SMS, and phone calls s) as well as all websites ac
ccessed by
emplo oyees. Other requirements include, HIP PAA, Sarbanes‐Oxley accou unting rules, and internal
security requiremeents.
Conceeivium’s mob s provide the ability to me
bile_ solutions eet all these security and le
egal
comppliance require
ements. We p provide a series of reports
s that organizations can
gener and export this information.
rate to view a
CONT
TINUAL SER VICE IMPRO
OVEMENT
Continual service improvement t refers to the
e natural prog
gression for a
a new technollogy like
BlackBerry. It inclu
udes applying
g all updates, upgrades, annd other mainntenance to the BlackBerry
y
enviro
onment in an effort to ens sure the optimmal performa ance of the en
nvironment.
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16. Conce
eivium Busin
ness Solution
ns Lifecy
ycle Managem
ment Plan fo BlackBerr
or ry
In the
e past 2 years, the rapid gr
rowth in the B BlackBerry haas led to vendors to enable
e their
solutions for mobile devices. A
As a result, it is expected th
hat most orgaanizations tha
at have
deplooyed BlackBerrry or planninng to deploy B BlackBerry will consider us
sing many of t
these
applic
cations now oor in the futurre.
The pprocess of seleection of thesse new applic
cations will re
equire plannin
ng and deploy yment
strateegies quite sim
milar to the A
Acquisition of BlackBerry Se e. The only difference is
ervices phase
that aadministrator rs will have more experience and availa performance and usage of
able data on p
their eenvironment because Con nceivium’s mo obile_ solutio
ons provide th
he data that aadministrator rs
need to make informed decisions to keep th heir BlackBerrry environment running at t peak
efficie
ency.
ASSE T RETIREME
ENT AND RE
EPLENISHME
ENT
Asset replacement t in a BlackBeerry environmment is freque ent as it may b
be expensive. . Because of
softw
ware upgrades s, new applica ations, and otther factors (c
convenience, , need new smmartphone,
etc.), there may neeed to be replacements co onsidered for smartphones s (most comm mon), carrierss,
server hardware, e etc. No matte er what assett is being replaced, there nneeds to be a proper
proceess established and conside financial resources. To do this efficiently,
erations for f
admin nistrators and
d managemen nt need to haave informatio on pertaining
g to usage, peerformance,
and raate of return.. Historical da
ata will need to be genera ated and usedd with internaal financial
system For this both management and adminis
ms in place. F strators require the approopriate tools.
Conce
eivium’s mob bile_ solutions
s provides all the necessar
ry tools for ge
enerating hist
torical
usage
e reports that
t can be expo rted in multip
ple formats fo
or detailed annalysis.
LIFEC
CYCLE MANA
AGEMENT F
FOR BLACKB
BERRY: CON
NCLUSION
Whilee there is no d
doubt that Bla
ackBerry sma artphones ressult in higher productivity, and more
than ddesired ROI, t
there are bus
siness and IT c ns pertaining to managing the
consideration
enviroonment and its costs. As a result, BlackBerry deployments are no ow getting the e attention
they ddeserve withiin the corpora
ate IT environnment. And, ddue to the veery nature and d complexity
of thee technology, and the expeense involvedd in deploymeent and conne ectivity fees, the need for
lifecyc
cle managem ment processees is even mor re important than ever.
Conceiivium Business S
Solutions (www w.conceivium.com)
8300 G
Greensboro Drivee, Suite 800
McLean, Virginia 22102, USA
| Toll Free: 877.9
Main: 703.430.6040 | 932.2887
The inform
mation contained herein is the confidential and p proprietary information of Conceivium Business Solutions, Inc. Unauthorized use of this informa
ation and disclosure to
third parti
ies is expressly prohibite
ed. This technical publica
ation may not be reproduuced in whole or in part,
, by any means, without
t the express written con
nsent of Conceivium
Business S
Solutions, Inc. Copyrightt © 2007 Conceivium Business Solutions, Inc. All rights reserved. The Bla
ackBerry and RIM familie
es of related marks, imaages, and symbols are the
exclusive p
properties and trademar rks of Research In Motioon Limited ‐ used by perm
mission. All other names
s and products contained
d herein are the tradema arks or registered
trademark ks of their respective hol
lders.
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