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ZZBarry · 10-08-2009, 08:29 AM

After testing, here is a justification that we used to purchase Zenprise. Hope it helps.

Zenprise is a management tool for Blackberry\Active Synch devices. Zenprise will allow us to proactively monitor and auto-troubleshoot BlackBerry infrastructure and end-user problems. With this utility we can get end-end visibility into our BlackBerry and Exchange environments. This in turn can allow us to resolve problems before they are reported, without much impact to our end-users. With the Zenprise utility we can see an email through the entire life cycle of an email. That is, when a device send\receives the email, it is tracked throughout the system (Exchange, BES, RIM, Carrier, device) and will report statistics on the entire process. If there is a break in the chain it will inform us where the break is occurring. This also allows us to find possible or proven issues. The utility will also help us troubleshoot if there are any current issues reported.

Example Security Issues
There have been some Security issues that have popped up and we were able to help identify and correct them with the Zenprise utility. Some of these issues are reported below.

•Users with desktop redirector enabled have been detected. What this means is a user has installed the BlackBerry desktop manager software on their respective PCs and have the Redirector enabled. As a result we have stopped allowing the install of the Desktop manager. There were 38 different instances reported by Zenprise. We more than likely would not have caught this without the Zenprise utility.

•There was an unsupported device connected to the BES. The device was a personal Sprint device, which we may have never caught it without Zenprise. We were able to remove the device and found the root cause of issue.

•We can verify if passwords are enabled.
•We can verify if a device has the appropriate IT policy assigned.
•We can verify mailbox sizes.
•During the first week we were able to proactively find a device that was lost\stolen before the user knew it. He was able to verify that it indeed was missing.

•We can locate a device with GPS coordinates if it is either lost or stolen. (GPS needs to be activated on device)
•When a device is replaced or retired we can see if there is a personal email account setup on a device. This was a major security violation that was caught by the security team prior to Zenprise. We now have the ability to see this information. We now know in advance if a device needs to have this information wiped. This is turn speeds up activation time and helps close the security issue by helping to create an effective process for wiping devices.
•Zenprise can see if there are inappropriate installations of software.

Example troubleshooting issues

Zenprise is capable of finding many issues. However in this section we will focus on issues where Zenprise has helped us troubleshoot issues that have cropped up. If the BES services stop running an alert is generated and a text message is sent to the BES administrators. This allows immediate action to BES issues. There have been instances over the past few months where services have stopped and the end users had no idea that it happened. On the other hand there have been noticeable outages, but we were able to find a resolution quicker due to having Zenprise enabled.

•Activation times for first level support have decreased by 10- 15 minutes.
•BES was unable to connect to SRP address. The Network team was notified and issue was resolved.
•When Database went down we called RIM. Part of our contingency plan is to call RIM if any major issues arise. I could see on Zenprise that there were issues connecting to the DB and it generated a report from the BES log files. However, RIM had us go through the logs to see what the issue was. In the meantime, we had already called the DB team and they were able to determine that the DB was down. They were able to get it up quickly with no noticeable user downtime. Zenprise had the answer the whole time. Issue was resolved before RIM was able to verify the problem. If not for the Zenprise system the BES would have eventually been completely down. If product is purchased it will be added to the contingency plan.
•A VIP group was created that includes all of the Executives. This group allows us to provide even better proactive support. 24 times the system alerted to us when one of the executive’s device went out of coverage. Cellular Transport was able to call the users and see if they were having issues. Several times the executives were very happy with the response. Some didn’t even know they were down. There were others that were traveling but still appreciated the proactive response.
•BES was able to determine that the original install years ago was not installed using the proper service account. This is a major issue and explains some of the flukiness that goes on with the system. The new server will be installed with the proper account. We probably would have never found without the utility.
•CDO.DLL version on BES is older than the one on Exchange. We updated to a newer version which resolved some calendar issues.
•BES was experiencing activation timeouts. Zenprise suggested that we install an update. Problem was resolved.
•BES server was unable to resolve SRP address. We troubleshot the DNS name resolution to RIM’s network. Problem was resolved.
•Non responsive MAPI thread on BES server. This message popped up when the Exchange system went down. We were able to verify that there indeed was Exchange issues. This reduced troubleshooting time since we did not have to investigate if the issues were in regards to the BES.
•There are uppercase delimiters in the legacy Exchange environment. This issue has been reported to the Network team.
•A user called in being unable to receive email. Zenprise showed that the mailbox was full.
•BES SNMP object is misconfigured or not functional. SNMP service was restarted.
•BlackBerry-enabled mailbox is hidden from Exchange Address Lists (GAL). Issue has been reported to the Network team.
•Enterprise activation experiencing activation timeouts. There were many activation issues that the first level support had to endure. Most of the issues we were able to use Zenprise to troubleshoot. This reduced troubleshooting time and helped get the customer back up and running quicker.
•If an email cannot reach any device within 2 minutes (can be adjusted) an alert is notified.
•We have been able to save about 10 licenses that were not being used.
•We can see the email latency and troubleshoot if needed.
•The utility shows that our current BES is pretty much taxed.

Conclusion
In short Zenprise allows us to proactively provide high levels of service to our BB users who need to be able to always have access to their email and calendar. We cannot afford to not have this utility since our wireless device numbers are growing daily and the business dependency with wireless devices that now exist. We need to provide the best service for our customers. Higher service levels increase the enjoyment customer’s wireless experience. We are indeed going to be able to “Do more with less” if we purchase this utility.

10-08-2009, 08:29 AM	#7
ZZBarry New Member Join Date: Oct 2009 Model: 9000 PIN: N/A Carrier: ATT Posts: 1	After testing, here is a justification that we used to purchase Zenprise. Hope it helps. Zenprise is a management tool for Blackberry\Active Synch devices. Zenprise will allow us to proactively monitor and auto-troubleshoot BlackBerry infrastructure and end-user problems. With this utility we can get end-end visibility into our BlackBerry and Exchange environments. This in turn can allow us to resolve problems before they are reported, without much impact to our end-users. With the Zenprise utility we can see an email through the entire life cycle of an email. That is, when a device send\receives the email, it is tracked throughout the system (Exchange, BES, RIM, Carrier, device) and will report statistics on the entire process. If there is a break in the chain it will inform us where the break is occurring. This also allows us to find possible or proven issues. The utility will also help us troubleshoot if there are any current issues reported. Example Security Issues There have been some Security issues that have popped up and we were able to help identify and correct them with the Zenprise utility. Some of these issues are reported below. •Users with desktop redirector enabled have been detected. What this means is a user has installed the BlackBerry desktop manager software on their respective PCs and have the Redirector enabled. As a result we have stopped allowing the install of the Desktop manager. There were 38 different instances reported by Zenprise. We more than likely would not have caught this without the Zenprise utility. •There was an unsupported device connected to the BES. The device was a personal Sprint device, which we may have never caught it without Zenprise. We were able to remove the device and found the root cause of issue. •We can verify if passwords are enabled. •We can verify if a device has the appropriate IT policy assigned. •We can verify mailbox sizes. •During the first week we were able to proactively find a device that was lost\stolen before the user knew it. He was able to verify that it indeed was missing. •We can locate a device with GPS coordinates if it is either lost or stolen. (GPS needs to be activated on device) •When a device is replaced or retired we can see if there is a personal email account setup on a device. This was a major security violation that was caught by the security team prior to Zenprise. We now have the ability to see this information. We now know in advance if a device needs to have this information wiped. This is turn speeds up activation time and helps close the security issue by helping to create an effective process for wiping devices. •Zenprise can see if there are inappropriate installations of software. Example troubleshooting issues Zenprise is capable of finding many issues. However in this section we will focus on issues where Zenprise has helped us troubleshoot issues that have cropped up. If the BES services stop running an alert is generated and a text message is sent to the BES administrators. This allows immediate action to BES issues. There have been instances over the past few months where services have stopped and the end users had no idea that it happened. On the other hand there have been noticeable outages, but we were able to find a resolution quicker due to having Zenprise enabled. •Activation times for first level support have decreased by 10- 15 minutes. •BES was unable to connect to SRP address. The Network team was notified and issue was resolved. •When Database went down we called RIM. Part of our contingency plan is to call RIM if any major issues arise. I could see on Zenprise that there were issues connecting to the DB and it generated a report from the BES log files. However, RIM had us go through the logs to see what the issue was. In the meantime, we had already called the DB team and they were able to determine that the DB was down. They were able to get it up quickly with no noticeable user downtime. Zenprise had the answer the whole time. Issue was resolved before RIM was able to verify the problem. If not for the Zenprise system the BES would have eventually been completely down. If product is purchased it will be added to the contingency plan. •A VIP group was created that includes all of the Executives. This group allows us to provide even better proactive support. 24 times the system alerted to us when one of the executive’s device went out of coverage. Cellular Transport was able to call the users and see if they were having issues. Several times the executives were very happy with the response. Some didn’t even know they were down. There were others that were traveling but still appreciated the proactive response. •BES was able to determine that the original install years ago was not installed using the proper service account. This is a major issue and explains some of the flukiness that goes on with the system. The new server will be installed with the proper account. We probably would have never found without the utility. •CDO.DLL version on BES is older than the one on Exchange. We updated to a newer version which resolved some calendar issues. •BES was experiencing activation timeouts. Zenprise suggested that we install an update. Problem was resolved. •BES server was unable to resolve SRP address. We troubleshot the DNS name resolution to RIM’s network. Problem was resolved. •Non responsive MAPI thread on BES server. This message popped up when the Exchange system went down. We were able to verify that there indeed was Exchange issues. This reduced troubleshooting time since we did not have to investigate if the issues were in regards to the BES. •There are uppercase delimiters in the legacy Exchange environment. This issue has been reported to the Network team. •A user called in being unable to receive email. Zenprise showed that the mailbox was full. •BES SNMP object is misconfigured or not functional. SNMP service was restarted. •BlackBerry-enabled mailbox is hidden from Exchange Address Lists (GAL). Issue has been reported to the Network team. •Enterprise activation experiencing activation timeouts. There were many activation issues that the first level support had to endure. Most of the issues we were able to use Zenprise to troubleshoot. This reduced troubleshooting time and helped get the customer back up and running quicker. •If an email cannot reach any device within 2 minutes (can be adjusted) an alert is notified. •We have been able to save about 10 licenses that were not being used. •We can see the email latency and troubleshoot if needed. •The utility shows that our current BES is pretty much taxed. Conclusion In short Zenprise allows us to proactively provide high levels of service to our BB users who need to be able to always have access to their email and calendar. We cannot afford to not have this utility since our wireless device numbers are growing daily and the business dependency with wireless devices that now exist. We need to provide the best service for our customers. Higher service levels increase the enjoyment customer’s wireless experience. We are indeed going to be able to “Do more with less” if we purchase this utility.
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