Glossary

1. Resource training

1.1. Overview

Managed Service Providers (MSPs) provide the following:

  • Mobility consulting:
    • Helping enterprises and advise clients on mobility platform selection.
  • Device procurement, kitting, deployment:
    • Helping enterprises purchase devices, stage them for enrollment in a management solution, ship to employees.
    • Deployment and configuration of mobility management platforms like the Android Enterprise Recommended EMMs.
  • Managed services and/or helpdesk:
    • Complete operation of an enterprise mobility deployment, including operation of the mobility management solution and potentially the first line helpdesk for a company.

2. Android Enterprise Recommended Requirements

2.1. Overview

The Android Enterprise Recommended program for MSPs is designed to highlight validated MSPs that have proven expertise in helping customers successfully deploy and support Android. Android Enterprise Recommended MSPs help ensure consistent deployments through standardized training and escalation support from Google and by staying current with yearly training and business program requirements.

2.2. Enterprise sales readiness

Sales training

80 percent of sales and technical sales must complete Google-led Associate and Professional learning paths

2.3. Demonstrated Technical Leadership

Android Architecture and Implementation Experts

Validate a minimum of two (2) Android Architecture and Implementation Experts (AIX) in each region the service provider is validated for. Regions include:

  • Americas
  • APAC
  • EMEA
  • Global (all three regions)

* Experts must have 5+ years of experience and complete the Android Enterprise platform professional course.

2.4. Enterprise Level Support

Android Support Engineers (ASE)

Validate a minimum of two (2) Android Support Engineers (ASE) in each region the service provider is validated for. Regions include:

  • Americas
  • APAC
  • EMEA
  • Global (all three regions)

* Experts must have 5+ years of experience and complete the Android Enterprise platform professional course.

2.5. Proven Ability to Deploy

Proven experience
  • Partner will have demonstrated experience in being able to deploy Android Enterprise with an established base of successful deployments.
  • AIX and ASE resources have been trained in at least one Android Enterprise Recommended EMM solution and have experience with an additional two Android Enterprise Recommended EMM solutions.

3. Android Architecture and Implementation Expert (AIX)

3.1. Overview

Android AIX validation is focused on mobility architecture and implementation professionals, who work with customers to deploy Android enterprise mobility solutions. This section highlights the specific activities this class of experts should be able to perform to achieve validation.

Prerequisite for Android AIX validation

  • 5+ years of mobility deployment or consulting experience (Android preferred)
  • Completion of Android Enterprise platform professional course

3.2. Capability 1: Systems design

Expert can take a customer use case and map out Android mobility systems architecture (management, connectivity and identity) against a customer use case, with appropriate detail, in three stages:

  • Proof of concept
  • Pilot
  • Deployment

EMMs

  • Familiar with at least three (3) Android Enterprise Recommended EMM Solutions and can guide the customer in selecting one of the three appropriate to their use case
  • Configure the aforementioned EMMs with policies appropriate to the use case

Secure connectivity

  • Wifi and certificate configuration and management
    • Guide the customer in the appropriate secure wifi strategy, including cert authentication and management appropriate to the use case
  • VPN selection, configuration and management
    • Guide the customer in selection and configuration of VPN appropriate to their use case
    • Guide the customer in proper network and connectivity configuration appropriate to the use case

Identity model

  • Guide a customer in selection of the appropriate identity model based on their use case
    • Managed Google Play accounts
    • Google accounts
  • Select and implement compatible technologies for management of that identity and how those technologies interact with AE
    • Active Directory
    • Single-sign on
    • Syncing and other management tools

3.3. Capability 2: Device selection and provisioning

Demonstrates deep familiarity with the Android OS, including:

  • Android Compatibility Document (CDD) and associated testing
  • Google Mobile Services (GMS)

Guide the selection and purchase of a global Android Enterprise device fleet with the following parameters:

  • Management mode supported
  • Price band
  • Regional availability

Guide a customer to select and configure the appropriate provisioning methods, based on customer requirements, including:

  • Work profile provisioning
  • Zero-touch
  • QR Code
  • NFC
  • EMM token

3.4. Capability 3: Mobile app management

Advise the customer on design of their mobile application suite including the following:

  • What to consider when selecting mobility applications for Android
  • Managed configurations
  • Hosting applications

Make recommendations on custom developed app watchpoints

  • Google API level requirements
  • Work profile functionality
  • Play developer console application testing

3.5. Capability 4: Change management

Position the specific value of Android to enterprise users to drive post launch adoption for the following audiences

  • IT Admins and mobility professionals
  • Users
  • Executives

Identify what key points users will be concerned about when transitioning from another mobile OS to Android

  • Content to alleviate/mitigate those concerns

Plan and identify areas for growth beyond the first use case

3.6. Capability 5: Legacy migration

Demonstrates an understanding of legacy device administrator implementations vs Android Enterprise

  • Compellingly articulate the need for a customer to migrate to Android Enterprise

Customize the device administrator migration template specific to a customer use case, producing an effective plan to help the customer move from device administrator to Android Enterprise

4. Android Support Engineer (ASE)

4.1. Overview

Android Support Engineer validation is focused on technical support professionals, who support customers by troubleshooting, resolving and escalating Android enterprise technical issues. This section highlights the specific activities this class of experts should be able to perform to achieve validation.

Prerequisite for Android Support Engineer validation

  • 5+ years of mobility support experience (Android preferred)
  • Completion of Android Enterprise platform professional course

4.2. Capability 1: Incident investigation and triage

Gather and utilize data to triage Android device or infrastructure issues, as follows:

Prerequisite for Android Support Engineer validation

  • Data gathering
    • Bug logs
    • Server reporting
    • Connectivity reports
  • Determine scope of issue using severity analysis across affected

Properly investigate issues and identify the affected platforms:

  • Device behavior
  • Corporate infrastructure
  • EMM device policy controller
  • Apps

4.3. Capability 2: Incident resolution and escalation

Troubleshoot and resolve the majority of Android Enterprise issues unrelated to a feature request or software defect

  • Android platform OS
  • Managed Play
  • Google first-party apps or services

Provide properly qualified and data rich technical escalations into Google or our validated partners, as follows:

  • Escalation paths
  • Prioritized (with severity)
    • Outage
    • Incidents (P1-4)
    • Systemic issues
  • Properly categorize and report product feedback into Google

4.4. Capability 3: Incident root cause analysis and prevention

Generate root cause analysis of issues that have not been escalated to Google or a partner.

Suggest long-term solutions to issues, including potential technical fixes and or documentation