Chances are, your enterprise is funneling more budget into mobile application development and support. But have you begun investing more mindshare in mobile apps, as well? The bulk of operations will shift to supporting mobile apps over all others, and you must reframe your thinking so you’re ready for the brave new world of mobile.
Mobile applications roll up all of the Ops team’s arch enemies: limited visibility, reliance on third-party services, rapid user adoption, and socially active users whose opinions reverberate through the web. Ops teams must make mobile monitoring the rule and desktop apps the exception. Here’s how.
Step 1: Anticipate your blind spots
Step 2: Collaborate with the lines of business
Meet regularly with the lines of business—especially marketing peers. Surfacing potential usage spikes will help you prepare to support and monitor them. Develop contingency plans in advance, not the day your users jump from 10,000 to 100,000. Appoint one Ops member as your single point of contact with the CMO and marketing team.
Step 3: Collaborate with the apps team
After reaching out to the lines of business, collaborate closely with the apps team. Ensure their testing matches the monitoring you’ll perform, including performance, load and functionality testing. Spell out the standards you expect the app to meet before you’ll give it the green light. Hold a “release” meeting with Dev to become familiar with the application and its requirements/functionality, performance and security.
Step 4: Find stability
Finally, reach out to the security and quality assurance teams to test for security defects. Understand that users open your app on global networks, including ones that aren’t well-secured. They might install your application alongside poorly vetted apps that present a security threat all the apps on the device. With the volume of sensitive information associated with personal messages, credit card data, address books and location data, security is a top priority.
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