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By Roy McCord, Staff Architect, and Andrew McCarter, EUC Consultant

Human Resources is undergoing a major shift within corporate infrastructure. The C-suite is enabling the team to solve more challenging problems, resulting in HR touching more teams throughout a company, including the IT department.

While lots of executive-backed HR opportunities are solved with our entire solution suite, intelligence comes to the rescue to deliver the response to the age-old question, “How are we doing?”. The typical delivery method for “how” is to supply various charts, metrics, graphs to illustrate success within the organization. Intelligence holds this piece of the puzzle. Let’s address how you as an HR group can be enabled to deliver this powerful information to executive leadership.

In a previous blog entry, we took you through a fairly generic demonstration of the dashboard, automation, and reporting features of Workspace ONE Intelligence. That entry should be considered a prerequisite to this one.

Use Case

In this scenario, you are an HR professional and have a key application to deploy to field users. You have done your due diligence in research on the new system. However, you are not sure how well the application will be adopted. You have asked IT to deliver transparency to your app deployment. The IT team has taken you through the training needed to enable you in Workspace ONE Intelligence and given you access to deploy the application. This blog entry will help you become a master in monitoring a new service.

Step 1:  Create Service Dashboard

  1. Log into Workspace ONE Intelligence.
  2. Click My Dashboards > New Dashboard.
  3. Align this dashboard’s name with the service you are monitoring and the time in which you are monitoring it for.
    • For the example, we will be using a new service called Workspace ONE UEM.

Step 2:  Determine Measurement Factors

To understand the requisite background for measurement, we have taken industry experience and consolidated a list of some of the most asked questions when adopting a new service.

  • What is our device base for the service?
  • Have the users downloaded the service?
  • How often are users using the service, and what platforms are the users coming from?
  • Where are the users consuming the service from (on-site v. WFH)?
  • How often are users failing to authenticate into the service?
  • Where does the application rank in usage compared to other apps on the list?

Step 3 – Address Each Question

Starting top from bottom, let’s start building out our new Workspace ONE UEM – 30 Day Adoption dashboard.

 

Question 1:  What is our device base for the service?

  1. Create a Workspace ONE UEM > Devices Widget.
  2. Select “Total Enrollments.”
    • You can add a filter to the Group ID if the users are all in one unique OG. This is common when delivering an app to BYO users compared to Corp-Owned devices.
  3. Add a filter to apply a last seen within <date of deployment of service>.
    • We do not want our baseline to be skewed with any devices that are lost and not reported. Therefore, we only want to target devices that have been seen since we deployed our service.
    • For this example, we will use the start-of-service date of 12/20/19.
  4. Label the metric to clearly identify your device base.
  5. Click Save > Click Save (again) > Click Save (again, again).

Why is this important?  In our demo Intelligence Console, applying the “Last Seen” filter brought our baseline of devices for the service from 1041 down to 147. It provides a more accurate picture on the influence your service has within the organization.

We now have our baseline. We now know the number of devices required to achieve 100% saturation within the enterprise. Since some devices could check in at a later date, you should also be cautious to allow a reasonable amount of slack in your reporting for this metric.

Another graph is particularly useful to utilize as a day-to-day baseline.  Most of our charts will show historical information through our monitoring window (our example is 30 days). This widget represents the devices that have checked in per day. Accompanying total device count, this can help shed light on how much impact you can have per-day.

  1. Create a Workspace ONE UEM > Devices Widget.
  2. Utilize the same filters as before.
  3. The data visualization will be snapshot.
    1. Choose either Horizontal, Vertical, or Donut.
    2. Measure on a Distinct Count or Device GUID.
    3. Group by Last Seen.
    4. Results per group make it 10x the amount of total devices you have in your enterprise; this ensures we capture your entire device footprint for the service.
  4. I personally like the vertical chart as it shows not only the day, but also illustrates the number of devices that have checked in.
  5. Label the chart to show we are measuring device check in over each day.
  6. Click Save > Click Save (again) > Click Save (again, again).

Here is our first row of our dashboard.  To clearly show the benefits of using “Last Seen,” it’s also helpful to include the following (from left to right).

  1. Total enrolled devices regardless of last seen
  2. Total enrolled devices last seen since deployment of our service (12/20/19 in our example)
  3. Total devices checked in per day

Already we have a dashboard that can answer some powerful questions, such as:

  • “What is our projected install base for our service?”
    • Our Example: 147 to date.
  • “How many devices today could we impact?”
    • Our example: 88 devices have checked in today and could download our

Question 2:  Have the users downloaded the service?

Before we create a piece of the dashboard to report against, we must first understand the benefit of a unified catalog (UC) and how the users access the content. When your company enabled the UC, it enabled IT to deliver applications to everyone instantly. The catalog shows the newly provisioned service without the users change any part of their flow.

So how do we report on this information? The first step is to produce a breakdown of device types.

  1. Duplicate “Total Device in Finance Org Group” widget.
    • Three dots on the bottom right > duplicate
  2. Change the data visualization to group by platform.
    • I personally like to utilize the “table” view, because it is the easiest to reference when looking at our next widget.
  3. Click Save > Click Save (again) > Click Save (again, again).

We now have our platform breakdown. Using Workspace ONE UEM integration we can see how many of our devices have downloaded the application. Since we are only focused on Apple and Android for native downloads, I will only represent those in the dashboard. As mentioned before, this works for any device type if the app is published natively and not a web app.

To display other platforms…

  1. Select New Widget > Workspace ONE UEM > Apps.
  2. Select “Intelligent Hub Installation Status by Platform.”
  3. Add our OG filter and the last seen filter. This will help keep our data as consistent as possible.
  4. Change the identifier to the app ids that reflect the application you are publishing.
    • In our example, we have selected two application IDs as both Android and iOS need to be accounted for.
  5. Once again, I prefer to use the “Table” option for the “Data Visualization” setting. Choose whatever best fits your data consumption style.
  6. Don’t forget to label the widget with the appropriate information.
  7. Go through the save process as before.

We now have our layout to report on the installation of our service across platforms as shown below.

Furthering our effectiveness of the dashboard, we can now answer more questions such as:

  • “What number of iOS devices will we impact with our service?”
    • Our Example: 71 since we have deployed the service.
  • “Where do we stand today deploying to iOS devices?”
    • Our Example: 29 iOS users have successfully downloaded the application to their device
  • “What is the percentage of iOS users to Android users in downloading our service?”
    • Our Example: 63% of our users to date have downloaded our service on iOS

Stay tuned for our next blog, where we address additional questions related to this use case.

 

About the Authors

Andrew McCarter is an EUC Consultant and has been with VMware for the last three years. At work his passion lies modernizing customers, expanding technologies outside IT departments. Outside of work, Andrew is actively pursuing a master’s at Johns Hopkins.  With his limited free time, he explores areas around the USA living full time out of an RV.

 

Roy D. McCord is a Staff Architect with VMware’s Professional Services Engineering team.  He is responsible for architecting, building, and maintaining VMware’s End User Computing global portfolio of professional services offerings.  Roy has previously worked as a team leader within the Workspace ONE consulting team and helped to build the practice from the ground up.  He holds BS, MS, and MBA degrees from the Georgia Institute of Technology in Atlanta, GA.  Roy resides in Alpharetta, Georgia