that troubleshoots problems across the BlackBerry® environment. Zenprise 3.1 builds on its comprehensive BlackBerry management solution with new dashboards that provide granular detail on individual BlackBerry users across the enterprise. VIP dashboards guarantee the highest service levels for critical executive users in the organization. More problem signature files from the RIM knowledgebase have also been added to power Zenprise’s unique step-by-step resolution instructions. Customers can now use Zenprise to troubleshoot over 5,500 problems across the BlackBerry infrastructure, which allows for a faster mean time to repair and improved overall user service levels.

The complex interactions between users, the BlackBerry Enterprise Server (BES), Microsoft Exchange, Active Directory, networks, and other systems can result in downtime with serious ramifications on user productivity and IT stress levels. According to a recent survey by Osterman Research, troubleshooting user-related issues and Exchange/BES interactions accounts for nearly 80 percent of time spent managing BES.

“Downtime is a significant expense for any company,” said Michael Osterman, principal of Osterman Research. “Solutions like Zenprise that can resolve downtime incidents quickly are an important addition to any BlackBerry environment.”

Zenprise enables system and email administrators to quickly and proactively resolve the most complex end-user related BlackBerry issues in real time. Using patent pending algorithms, Zenprise identifies problems in enterprise BlackBerry and Exchange environments, pinpoints the root cause, and delivers step-by-step instructions to fix the problem.

“Email, both mobile and desktop, is the most critical application for our staff,” said Mike Ruman, Enterprise Messaging Manager of Grant Thorton. “Monitoring the BlackBerry Environment Server is a huge task. Zenprise for BlackBerry enables us to proactively provide high levels of service to our BlackBerry users who need always on access to their email and calendar.”

Zenprise both monitors and troubleshoots the BlackBerry environment, significantly reducing the volume of alerts people receive when a problem occurs. The software captures a holistic view of the entire environment affecting the BlackBerry system. In addition to monitoring BES, Zenprise also checks carrier availability, Active Directory health, RIM SRP availability, WAN/LAN network performance, and overall Exchange health.

"When an employee can’t be productive away from the office because their BlackBerry isn’t working, they want quick answers from their IT department," said Jayaram Bhat, CEO of Zenprise. “But IT administrators are overloaded with projects, and therefore rely on the help desk to resolve many of the user issues. With the detailed resolution instructions provided by the dashboards in Zenprise 3.1, anyone from the help desk to the BES administrator can ensure BlackBerry problems are resolved quickly.”

New 3.1 Key Features

• • User dashboard that gives both administrators and help desk operators ability to proactively detect user issues
• • VIP dashboard allows IT to proactively monitor the most critical users in an organization.
• • End to end view of BlackBerry infrastructure problems, including detection of problems with carrier networks, RIM SRP network, Domain Controllers, Global Catalogue servers, BES servers, SQL servers, front end/Back end Exchange servers, Bridgehead servers, and LAN/WAN network issues.
• • Ability to monitor hung MAPI threads impacting users
• • Ability to proactively detect mail delivery issues to a user’s BlackBerry device
• • Addition of problem signature files from the RIM knowledgebase and Zenprise experts to automatically troubleshoot over 5,500 problems across the BlackBerry infrastructure
• • New reporting capabilities: BlackBerry capacity planning, executive SLA reports, Exchange mailstore capacity planning, ,mail performance reports (average delivery times within an Exchange routing group, across a routing group, to the Internet, to a BlackBerry handheld), most active/least active BlackBerry users, most active/ least active Exchange users, top 25 Inbound SMTP domains, top 25 outbound SMTP domains

Pricing and Availability
Zenprise 3.1 is generally available today. Pricing begins at $35 per user for 1000 users.