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Enterprise Mobility Guide 2011
by Sybase | an SAP Company
ENTERPRISE MOBILTY GUIDE 2011
Enterprise Mobility Guide 2011
Sybase, an SAP Company Sybase, One Sybase Drive,Dublin, CA 94568-7902, U.S.A.
enterprise mobility GUiDe
Enterprise Mobility Guide 2011 Published by Sybase, an SAP Company Sybase, One Sybase Drive, Dublin, CA 94568-7902, U.S.A. To order copies of the Enterprise Mobility Guide 2011, go to sybase.com/mobilityguide Copyright © 2011 Sybase, an SAP Company. All rights reserved. Sybase and the Sybase logo are trademarks of Sybase, Inc., or its subsidiaries. ® indicates registration in the United States of America. SAP and the SAP logo are the trademarks or registered trademarks of SAP AG in Germany and in several other countries. All other trademarks are the property of their respective owners. Library of Congress Cataloging-in-Publication Data Sybase, an SAP Company Enterprise Mobility Guide 2011: How Mobile Apps and Tablets Will Transform Your Business This Year / edited by Hanna Hurley, Eric Lai and Lori Piquet Cleary. p. cm. ISBN 978-0-9832020-1-1 1. Enterprise mobility. 2. Mobile security. 3. Mobile management. 4. Mobile enterprise applications. Library of Congress Class and Year: TK5103.2 .H84 2011 Library of Congress Control Number: 2010942354 Printed in the United States of America Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.
Big changes are on the horizon. while even-more-powerful tablets such as the Apple iPad.A MESSAGE FROM THE CEO Mobile applications have entered the enterprise. n John S. an SAP Company Unwired and Unafraid It can’t be denied: Enterprise mobility is truly taking off. off-the-shelf ones. Vendors and users have two ways to approach them: as a crisis to be mitigated. or as an opportunity for transformation. I hope that this guide can help give you the knowledge to embrace the latter route. This combination of devices and bandwidth creates the foundation for mobile business applications to follow their consumer brethren—and bloom. An increase in the availability of mobile business applications will solve a great problem businesses face today: the cost and expertise needed to build custom mobile applications. packaged. Although they will always remain an important option for larger enterprises. This shift will kick-start a new phase of widespread deployments and rapid growth. Sybase. Let the transformation begin. Powerful smartphones are becoming omnipresent. Android-based Samsung Galaxy Tab and the Research In Motion (RIM) PlayBook are set to make major inroads this year. n enterprise mobility GUiDe n 3 . CEO. custom applications will begin to take a backseat to less-expensive. Chen. Bandwidth is everywhere— and getting faster.
AN SAP CoMPANy 16 n Mobility is destined to be part of the enterprise as research points toward a bright future for smartphones and tablets. hello chaos. SAP 32 MobILE APPS ADD MUSCLE 4 n SYBASE 2011 . STRATEgy. ChEN. gLobAL CIo. Are you prepared to manage them? EUgENE SIgNoRINI. oLIvER bUSSMANN. AN APP MARkET ALSo RISES REALITIES oF A hIghLy MobILE WoRkFoRCE Employees are no longer contained within an office’s four walls. ExECUTIvE vICE PRESIDENT. gRoUP MANAgER.3 n Mobile applications have entered the enterprise. CEo. n NICk bRoWN. SAMSUNg SDS Co. ChIEF MARkETINg oFFICER. ExECUTIvE vICE PRESIDENT FoR MobILE CoMMUNICATIoNS. AN SAP CoMPANy UNWIRED AND UNAFRAID TRANSFoRMATIoN oF ThE ENTERPRISE 8 n n ThE MobILE MAJoRITy Companies that embrace the mobile future will be rewarded on the bottom line. JohN S. n SEAN kAE. RAJ NAThAN. SENIoR vICE PRESIDENT. SybASE. vICE PRESIDENT oF ANyWhERE ENTERPRISE. CLIFF CIbELLI. MobILE APPLICATIoNS gRoUP. SAP Mobile apps are taking on hard work in the enterprise. Watch for more— and soon. mobile applications help organizations better support on-the-go workforces and engage more effectively with customers. vERIzoN ThE MobILITy EFFECT From CRM to authorizations to business intelligence. yANkEE gRoUP MobILITy MyTh bUSTER 20 24 28 n ThE DEvICE DIFFERENCE An aggressive embrace of tablets is transforming how SAP Runs SAP. Let the transformation begin. SybASE.
ThE ENTERPRISE MobILITy FoUNDATIoN Targets for your mobile application investments are everywhere. AN SAP CoMPANy 58 n n n CooPERATIoN bREEDS SUCCESS 62 n n n n For application providers. JENS bEIER. by knowing what’s possible you can narrow your sights and maximize business value. SWISS1MobILE Ag bRIAN FARRINgToN. SybASE. ACCENTURE ThREE’S A CRoWD 44 n young workers and their strong affinity for go-anywhere technology are changing the shape of the enterprise right before our eyes. operating systems and back-end data sources push mobile administration and management tasks into the red zone. SIMPLICITy RULES EntErpriSE moBilitY GUiDE n 5 . SENIoR TEChNICAL EvANgELIST. gREg JENko. MobILE PRACTICE LEAD. DIRECToR. NEo bUSINESS PARTNERS STEFAN ChRISTEN. MAIhIRo STEFFEN SChWARk. PARTNER. effective user experience is key. SENThIL kRIShNAPILLAI. bLUEFIN IN ThE APPS UNIvERSE. Co-FoUNDER AND MANAgINg DIRECToR. UNWIRED REvoLUTIoN ALExANDER ILg. Co-FoUNDER AND MANAgINg DIRECToR. MSC MobILE ANkUR MAThUR. SybASE. n PhILIPPE WINThRoP. Uk. ACCENTURE UWE MAy. gLobAL LEAD FoR MobILE SySTEMS INTEgRATIoN. AN SAP CoMPANy MobILITy: ThE SECoND WAvE PLANNINg FoR ThE FUTURE MobILE ECoSySTEM @ WoRk The mobile marketplace is an ecosystem. FoUNDER AND MANAgINg DIRECToR. MobILE APPLICATIoN SERvICES. AN SAP CoMPANy INTRoDUCINg gENERATIoN M 48 52 n Discover five ways that tablets will be different—and even better—than smartphones. SybASE. ENTERPRISE MobILITy LEAD. CEo. MANAgINg DIRECToR. executing the right features with a simple. Choose partners that embrace collaboration.CONTENTS 2011 40 n Multiple applications. n DAN oRTEgA. IAN ThAIN. DIRECToR oF PRoDUCT MANAgEMENT. SENIoR DIRECToR oF MobILITy PRoDUCTS.
Air Force keeps troops combat ready by improving supply-chain and logistics processes. Don’t let them be a security hazard. vICE PRESIDENT oF MobILITy. SAP PRoTECTINg ThE RoI U. AN SAP CoMPANy 6 n SYBASE 2011 . googLE RICk byLINA. SybASE. SMARTPhoNES TELECoM AS SøREN LINDE. n n n 67 MobILE ECoSySTEM @ WoRk MoRE ChANgE AhEAD FoR DEvICES JEFF MCDoWELL. executives agree that change is the one constant in the device marketplace. ENTERPRISE AND PLATFoRM MARkETINg. RESEARCh IN MoTIoN (RIM) MAyUR kAMAT. PARTNER. n 78 MobILITy ACCoMPLIShED 80 MobILE LoCkDoWN JoE oWEN. oRANgE bUSINESS SERvICES gAby gRoFF-JENSEN. PRoDUCT MARkETINg CoNSULTANT. Smartphones and tablets are becoming more prevalent in the enterprise. vELIq JoRgE ChAUCA.S. ENTERPRISE MobILE PRoDUCT MANAgER. ALEx bAUSCh. MARkETINg SoLUTIoNS MANAgER. CEo AND FoUNDER. MobILITy ARChITECTS JEFF PACk. vICE PRESIDENT oF ENgINEERINg. MoToRoLA 70 n n n n n Security concerns and platform complexity are driving enterprises of every size to consider an outsourced approach to mobile device management. PRESIDENT. SALES AND MARkETINg DIRECToR. DAN MAhoWALD. REMoTERELIEF MANAgED SERvICES: FASTER DEPLoyMENTS MobILE ENTERPRISE bEST PRACTICES 74 n IT shakes a costs-center heritage by mixing technology and business in the mobile enterprise. SENIoR vICE PRESIDENT.With tablets taking off.
MobILITy PRoDUCT MANAgER. REMoTERELIEF CAN CoMPLIANCE AND MobILITy CoMMINgLE? kindred healthcare improves operational efficiencies and revenue management with more accurate billing and better reporting. MobiDM morphs SaaS into MaaS. the juxtaposition of security mandates and mobile devices jangles nerves. AN SAP CoMPANy EMPLoyEES ARE ChANgINg ThE SPEED oF bUSINESS 118 CoMPANy INDEx EntErpriSE moBilitY GUiDE n 7 . SybASE. Faster. 86 88 gETTINg PhySICAL ThE SWEET SMELL oF SUCCESS Need mobility now? Cloud services are a fast.CONTENTS 2011 84 n For organizations in highly regulated industries. n TERRy STEPIEN. PRESIDENT. 90 92 MobILITy FRoM A CLoUD MobILITy SERvICE CALL MARkET DATA 94 n Market research highlights mobile activity in 2010 and trends to watch in 2011. easier direct-to-store delivery helps Tasty baking savor more profits. JEFF PACk. PRESIDENT. STAN STADELMAN. low-cost path to mobilizing the enterprise. SybASE IANyWhERE Companies opt for managed services to decrease up-front investment and maintenance costs.
smartphones. intuitive interfaces and high-speed Internet connections.TRANSFORMATION OF THE ENTERPRISE Companies that embrace the mobile future will be rewarded on the bottom line. Of organizations that allow employees to use personal mobile devices for business. global IT is being jolted awake by the golden glow from millions of mobile device screens wielded by an eager. Not surprisingly. The Mobile Majority After two years of hunkering down in cost-cutting mode. mobilizing the enterprise is an imperative for businesses in 2011. Raj Nathan Executive Vice President. “Work” is the right word for what these devices can do. Regardless of Dr. tablets and other portable devices put a wealth of services and information at users’ fingertips. Chief Marketing Officer. Sybase. an SAP Company enterprise mobility GUiDe n 9 . Such improvements in productivity are quickly driving down the total cost of ownership (TCO) for mobile initiatives. according to a recent study by IDG. 65 percent report greater productivity. impatient workforce. As a result. With their big. these users want the same convenience and data accessibility they enjoy at home and everywhere else to work for them in the office as well. bright displays.
Enterprises must be willing to dedicate significant resources to a broad enterprise strategy that extends their data and applications to mobile devices. A pharmaceutical company with 36. How Many Different Mobile Platforms or Operating Systems Will Your Company Be Supporting? 8% 4% None 30% 58% 1 to 4 5 to 19 20 or more Base: Sample size of 250 companies with revenues upward of $100 million surveyed across the United States and United Kingdom Source: Kelton Research. a mobile enterprise is a fertile field for business innovation. Such top-line improvements don’t come solely from investments such as mobilizing corporate email. arming a sales force with a mobile version of its most valuable tool and providing a direct link to better customer service and higher productivity doesn’t even warrant debate. January 2011 Diversity Rules: Nearly four out of ten (38 percent) of enterprises expect to support five or more mobile platforms or operating systems. mobile customer relationship management (CRM) is a no-brainer.000—a 14.4 percent increase.industry or size. The good news? Usage of company data assets can improve dramatically. 10 n sybAse 2011 . as can the company’s bottom line. For mobility leaders. found a 2010 study by the University of Texas at Austin. it could realize a $2.01 billion annual revenue increase.000 employees and sales of $388.000 per employee could increase sales per employee by nearly $56. competitive growth and profitability. By the End of 2011. Data Efficiency Pays If the median Fortune 1000 business increased the usability of its data by just 10 percent.
How Many New Mobile Applications Do You Expect Your Company to Implement? 21% 10% None 27% 1 to 4 5 to 19 20 or more Base: *Sample size of 226 companies with revenues upward of $100 million surveyed across the United States and United Kingdom Source: Kelton Research. Powerful. operations. real-time access to critical business enterprise mobility GUiDe n 11 . Target end-users include executive and middle management. field service delivery and repair technicians. These drivers include: n n n n n Fast return on investment (ROI) Increased employee productivity Desire to interact directly with the customer Ability to attract the best of upcoming talent from the universities More reliance on mobile information workers and teleworkers Companies that have already mobilized aggressively have boosted employee collaboration and productivity.TRANSFORMATION OF THE ENTERPRISE During the Next 12 Months. It isn’t just a case of fascination with the latest technology. sales. two-thirds (65 percent) said they will deploy five or more mobile apps this year. Another 21 percent are deploying 20 or more mobile apps. increase employee productivity and improve the bottom line. For them a better question is: What else can we mobilize? Forward-looking organizations are considering mobile initiatives that leverage data assets. game-changing business drivers are inspiring enterprises around the globe to integrate mobility into their core IT support strategy. January 2011 *Of those who expressed an interest to implement mobile applications in the next 12 months 44% Apps Take Off: According to respondents. marketing and customer service.
but the key one is higher employee productivity. They’ve also reduced costs and the time to make decisions while improving customer satisfaction. Fast Action. there is zero tolerance for unnecessary delays. 12 n sybAse 2011 . Contributing factors to the high ROI of enterprise mobility include: n n Regardless of industry or size. allows sales reps to spend more time selling and reduces business operations costs. predicts Juniper Research. sales reps. improves data accuracy and availability.information and employee satisfaction. Users cannot be effective in their roles if they must wait until they’ve returned to their Today. retail associates. more customers satisfied and more product moved without waste.9 billion by 2014. The common thread? Immediate data input. warehouse managers and many more. desks—or even their laptops—before they can make a decision. And the benefits extend to every industry and most job functions. competitive growth and profitability. customer service agents. a mobile enterprise is a fertile field for business innovation. In the modern enterprise. Revenues for mobile patientmonitoring applications alone will reach $1. field service technicians. n n n n Increased customer and business partner satisfaction Reduced sales cycles Streamlined workflow with added visibility Increased productivity and efficiencies Reduced operational costs Improved data collection and accuracy The next step is to enable everyone in the enterprise with similar tools to drive efficiency. the ROI of mobile investments will continue to accelerate. Improved ROI As task workers and information workers adopt mobile device technology in a massive wave. enhanced productivity fueled by mobile applications is enjoyed by managers. There are many reasons. The ability to respond to requests in real time increases efficiency. Fast response will result in more service level agreements (SLAs) met. provide an approval or give managerial guidance and feedback.
as well as a number of new smartphones designed to work on 4G wireless networks. When ungoverned. The importance of raising morale should not be underestimated. meanwhile. These uses are just the tip of the iceberg. ranging from mobile payment systems that turn your smartphone into a credit card to location-based services that help co-workers find each other in or out of the office. Clearly. 42 percent use it to search the Internet or an intranet for work-related information. manufacturers introduced more than 60 new smartphones based on Google’s Android operating system alone. by the end of 2010. enterprise mobility GUiDe n 13 . workplace use of consumeroriented smartphones and tablets can help employees get more done and heighten morale in the process. but they illustrate how mobile computing is so vital that information workers will pursue it even in the absence of corporate support. companies can expect to find more smartphones in the office well into the future.S. workforce already uses personal mobile devices for business. it’s only going to get harder. But when governed appropriately. Much of the U. According to Forrester Research: n n n 57 percent use their device to make work-related phone calls. mobile users can expose the organization to risk and threaten existing application investments. a slew of must-have features are on the way. An IDG survey found that 61 percent of companies that let employees use personal mobile devices at work report The Arrival of SuperPhones if you think keeping powerful mobile devices such as the Apple iphone and motorola Droid out of the enterprise is a losing battle now. 48 percent use it to check work email.TRANSFORMATION OF THE ENTERPRISE End-User Driven Forward-looking organizations are considering mobile initiatives that leverage data assets. increase employee productivity and improve the bottom line. brace yourself. mobility experts warn.
you can always take it up later. Ubiquity Breeds Opportunity The opportunity for employers to embrace mobile technology to positively differentiate themselves exists today. a senior vice president and mobility expert at Yankee Group. in large part. you risk your reputation. Stagnating IT skills. organizations that can’t or won’t accommodate these users’ needs will miss out on top young talent and fall even further behind more mobile-savvy competitors. such reputation deflation will be difficult to redress later. “You’re going to have a negative backlash and end up becoming a company that people don’t want to work for. mobile users will improvise with off-the-shelf applications that could pose a threat later to the application investments you’ve already made and cause deep disorganization in your enterprise data. once the damage is done. meanwhile. Organizations that ignore their deep affinity for mobile computing do so with risk. The good news: Companies that want to aggressively make use of employees’ personal mobile devices to enrich business efficiency and profitability are very unlikely to experience resistance among users. organizations that don’t permit enterprise use of personally owned devices can alienate current and potential employees. Though unorganized. Conversely. Eventually.” notes Zeus Kerravala. and 14 n sybAse 2011 . more tech-savvy professionals—often referred to as “Millennials”—have grown up on mobile phones and social media. With no automated encryption of business-related data. the devices are there to be leveraged. Younger.higher employee satisfaction. the more you will need to pay later to hire skilled mobile professionals. these devices pose a security risk should they be lost or stolen. the skills of your developers will not keep pace with technology advancements. becoming an employer whose inability to “get” the mobile space is symptomatic of being more generally out of touch. but be aware of the risks of waiting: Increased IT disorganization. your workforce will view a lack of mobile support as a reproach. the longer you wait to develop mobile versions of your corporate applications. Fast Action Rewarded you may feel you’re not ready to embrace enterprise mobility. because of the near-ubiquitous presence of mobile devices across their organizations already. Waning employee satisfaction.
One cost-effective way to jump on the mobile bandwagon is to adopt a “bring your own” policy. Organizations can encourage personal device use in the office and perhaps offer a technology stipend to employees to spend on laptops. Sybase continues to be known for visionary technologies that meet the direct needs of customers and partners. at users’ desks across the globe. Even letting workers expense business-related voice and data fees is a start. mobile devices are taking over a huge part of their workload. Under his leadership. This strategy allows companies to support employee mobility without picking up the entire tab. All it takes is for executive and IT leadership to define the path forward to take advantage of the vast business potential that lies therein. waiting to be enlisted for business.TRANSFORMATION OF THE ENTERPRISE As task workers and information workers adopt mobile device technology in a massive wave. enterprise mobility GUiDe n 15 . Changing with the Times Smartphones and tablets are quickly becoming the information worker’s most valuable tools. While no one is predicting they will replace desktops and laptops. they are available right now. But you don’t have to formalize such a policy to begin leveraging the potential of your smartphone installed base. Ultimately. Dr. smartphones. Businesses that embrace that fact will be the first to reap the rewards that come with having a happier. n As executive vice president and the company’s chief marketing officer. the device owners are eagerly onboard. Best of all. the ROI of mobile investments will continue to accelerate. The fact that you don’t own the devices should not prevent you from thinking of them as corporate assets. The sooner you can change your corporate culture to match today’s mobile zeitgeist. employees who purchase their own devices have higher morale and yield significant savings for the company in capital expenditures. more productive workforce. the faster you will see the results—significant results—on the bottom line. tablets or carrier fees. Raj Nathan is responsible for all marketing initiatives for Sybase.
the most pressing need is to secure sensitive data on devices.Mobility Myth Buster Mobility is destined to be part of the enterprise as research points toward a bright future for smartphones and tablets. we sat down with Eugene Signorini. This represents a change for IT. Moving to a model that incorporates Eugene Signorini Vice President of Anywhere Enterprise. almost 60 percent of users brought their own device to work. Fortunately. Already. Are you prepared to manage them? Mobile device management is morphing from a nice-to-have to a must-have. centrally controlled model. development and delivery of applications. IT leaders aren’t blind to this reality. the decisions are largely in the hands of users themselves. which has been accustomed to a top-down. According to our 2010 survey. device management is getting both more powerful. To learn more. Sybase: How important is it for end users to choose a mobile device management platform that offers a broad range of capabilities? Yankee Group: For most companies today. a longtime mobile industry analyst with Yankee Group. It will require a specific set of management tools to assist in device provisioning and deployment. and—with the rise of hosted options such as managed mobility—much easier and less expensive to deploy. and policy and security management. personally acquired and individually liable devices have become the norm. rather than the exception to the rule. Yankee Group personally liable devices adds diversity and complexity. Sybase: How does the trend of “bring your own” or individually liable devices affect how corporations select mobile device management services or software? Yankee Group: When it comes to smartphones. These companies need the 16 n sybAse 2011 .
deploy and manage applications. However.TRANSFORMATION Managed Mobility Incorporates Multiple Components OF THE ENTERPRISE Elements of Managed Mobility Market leadership Customer satisfaction Productivity Production Im m e iat ed t cos in sav gs to s teg tra ic a p io cat pli ns Efficiency Cost Telecom expense management Connectivity management Mobile device management Security management Application management Source: Yankee Group. greater functionality will be required from a mobile device management platform. Sybase: How popular will managed mobility be in 2011? Yankee Group: Managed mobility is gaining momentum and will play a more significant role in enterprises during the next three years. This is due to a number of converging trends driving a more strategic approach to mobility among enterprises enterprise mobility GUiDe n 17 . as mission-critical applications are developed and deployed on smartphones and other mobile devices. December 2010 (N=205) Mobility Multitasking: An integrated solution that addresses all the disparate elements of managed mobility can deliver significant strategic business value. 2010 Enterprise Mobility IT Decision-Maker Survey. The ability to rapidly provision and image devices. such as password enforcement. have control over device functions (such as camera and external storage usage) and gain visibility into actual device usage will all become must-have components of a truly robust mobile device management offering. as well as the ability to remotely wipe data from a device that has been lost or stolen. capability to impose security policies on mobile devices.
tablets and smartphones. One key trend is that the U.5 million workers in 2018. and IT leaders. Mobile broadband such as 4G adds complexity because employees now send. A second key factor is evolving IT and business leader attitudes toward mobility initiatives.S. Now that 31 percent of employees have smartphones—less than half of which are paid for by the employees’ companies—IT managers feel compelled to determine how they can extract more value from these powerful mobile computing platforms.What Percentage of Smartphone Users Within Your Organization Would You Estimate Have Acquired and Pay for Their Devices in the Following Way? Corporate-liable subscriptions 29% Corporate-sponsored subscriptions 14% Individually liable 58% 0% 10% 20% 30% 40% 50% 60% Average percentage Base: Asked to those who indicate current workforce with smartphones Source: Yankee Group. December 2010 (N=205) Employee Choice: A large majority of smartphones used for business are selected and acquired by their individual owners. mobile workforce (those who spend more than 20 percent of their time away from their desk) will grow to nearly 44. in addition to new connected devices such as tablets. Sybase: What aspects of managed 18 n sybAse 2011 . mobile technology enhancements across the board are dramatically changing the landscape. too. 2010 Enterprise Mobility IT Decision-Maker Survey. now that organizations are realizing the productivity gains from having mobile access to applications as simple as email. Enterprises recognize the need for a more holistic mobile management strategy to cope with the added complexity of managing connected laptops. And finally. there will be almost 10 million wireless broadband modems in the United States by the end of this year. For example. Employee preferences will play a key role. This expectation is due to corporate HR policies that encourage or allow working outside of the office. receive and store huge amounts of sensitive data.
n Eugene Signorini is a vice president of Yankee Group’s Anywhere Enterprise research group. But the most pressing piece of the managed mobility puzzle is mobile device management. Nationwide Cellular Service. And smartphone operating system diversity has become a reality within enterprises. For enterprises that are already outsourcing other IT support services. the managed services route probably makes the most sense for smartphone initiatives as well. such as IT help desk and laptop support. and prior to Yankee Group he worked in various operations. and sales and service roles within MCI WorldCom’s wireless resale organization and its predecessor. Ultimately. and they may want to consider a managed service. to mobile device management. Sybase: What are the most important recommendations that you offer to enterprises that are considering whether to The most pressing piece of the managed mobility puzzle is mobile device management. A survey we conducted in 2010 shows that business leaders believe that 57 percent of employees will use a smartphone for work by the end of 2011. project management. Even those businesses that handle much of their existing support in-house may discover that mobility adds too great a degree of complexity. enterprise mobility GUiDe n 19 . will double in two years. there will be significant value for enterprises in pulling these components together into an integrated solution or platform. This is forcing businesses to think more strategically about managing all of these devices. with expertise in enterprise mobility.TRANSFORMATION OF THE ENTERPRISE mobility should enterprises be following? Yankee Group: Managed mobility encompasses several components— from telecom expense management and connectivity management. The same survey shows that IT leaders believe that tablet deployments. at least as a starting point. security management and application management. embrace the behind the firewall or the managed service route for mobile management? Yankee Group: Enterprises really need to consider whether they have the appropriate resources to dedicate to mobility initiatives before determining whether to implement these solutions behind the firewall or as a managed service. Signorini has more than 16 years of wireless industry experience. although small today.
and we never stopped. Our executives and salespeople get real-time access to corporate data on their iPads via their SAP BusinessObjects BI dashboards. I find the iPad the best way to use Twitter Oliver Bussmann Global CIO.500 iPad tablets to our employees. Since joining SAP as global CIO in late 2009. I have made mobile adoption one of the cornerstones of our SAP Runs SAP strategy. we had rolled out more than 2. SAP enterprise mobility GUiDe n 21 . I am a big fan of Twitter. not a toy.TRANSFORMATION OF THE ENTERPRISE An aggressive embrace of tablets is transforming how SAP Runs SAP. The Device Difference Unwiring the enterprise can pay huge dividends for workers and the corporate bottom line. I’ve seen firsthand proof of that. making SAP one of the fastest corporate adopters in the world. Others are using their iPads as virtual private network (VPN)-enabled clients to our server applications. In my case. As of the beginning of 2011. Why? Because we confirmed early on that the iPad was a fantastic tool. Still other employees are using their iPads for email or social media. We deployed our first Apple iPad within a month of its release.
Many other technologies that grew from the bottom up. These stats are not surprising. for example. A 2011 study by Kelton Research found that security fears had caused 75 percent of enterprises to delay rolling out mobile apps at one time or another. SAP has also dived headfirst into mobility because we want to be a role model for innovation for SAP’s 43. It’s not just SAP that has experienced firsthand the productivity improvements that throw laptops But many other businesses continue to procrastinate on mobility.” but we also want to share our learnings as widely as possible. Drinking Our Own Champagne Prepare for the Arrival of the Digital Natives Besides the productivity gains that we see employees experiencing. But what at first seemed threatening quickly became a business essential. shipment approvals on SAP software can be dispatched on an iPad in about a third of the time it takes on a laptop computer. So we continue to be a huge BlackBerry shop even as we roll out iPhones and iPads. 22 n sybAse 2011 . At SAP.Employees bring in their own expectations. initially were greeted with restrained hostility.000 global customers. Not only do we want to take the lead and “drink our own champagne. when I have bite-size chunks of free time such as in between meetings. Employees bring in their own expectations. Android devices such as the Samsung Galaxy Tab and new Research In Motion (RIM) devices such as the BlackBerry PlayBook tablet. we believe strongly in device agnosticism. while cost concerns had caused 54 percent of businesses to hold off. and old-school phones to the curb. At telecom equipment maker Tellabs. including PCs and PalmPilot devices. Lifestyle becomes work style. So have our customers. Lifestyle becomes work style.
It is changing the profile of the global workforce. despite lack of corporate support. Beginning immediately. enterprise mobility GUiDe n 23 . 22% It is a device I selected and purchased from my company’s approved/supported list.2 billion in 2013—35 percent of the global workforce. and rightly so. attracting young talent requires a mobile-savvy enterprise. according to a 2009 report from IDC. Enterprise and SMB Networks and Telecommunications Survey. 23% 21% 22% Base: 1. and enterprises must adapt every aspect of their corporate policies to keep up. The worldwide mobile worker population will reach 1. He has more than 20 years of experience in IT management at companies including Allianz Group. Q1 2010 The unsupported: Almost one-quarter of information workers are already bringing a personal mobile device to work.TRANSFORMATION OF THE ENTERPRISE Smartphones’ Arrival in the Workplace 23% 34% It is a device my company issued to me. n Oliver Bussmann is the global CIO at SAP. 21% It is a device I selected and purchased that my company hasn’t said it supports.009 executives from enterprises in North America and Europe Source: Forrester. Passion for mobile computing is changing not just the way IT must think about corporate data delivery. Young professionals—also known as “digital natives”— are entering the workforce as fully indoctrinated mobile device multitaskers. Deutsche Bank and IBM. Follow him on Twitter @sapcio. These employees will want to use the best tool for the job. North America and Europe. Do not expect them to work without a smartphone or similar device at hand. A very large percentage of these workers will be avid smartphone or tablet users. 34% It is a device I selected from my company’s approved/supported list and my company purchased.
. the devices remain less of a tool and more of a trinket. a much larger but untold number of personally owned smartphones and tablets will be brought to work by employees. Watch for more—and soon. it’s no longer true. “Mainstream business tasks from sales and marketing to customer service and consumer research are quickly making their way from desktops to smartphones. Meanwhile.” The Journal cited companies such as insurer Aflac Inc. But what then. For instance. businesses will buy about 10 million tablets in 2011. which offers a dozen different smartphone Sean Kae Executive Vice President for Mobile Communications. who argue that a scarcity of serious mobile business apps means that even as companies find themselves awash in smartphones and tablets. “Wireless apps aren’t just about slingshotting birds or drinking virtual beers anymore.TRANSFORMATION OF THE ENTERPRISE Mobile business apps are taking on hard work in the enterprise. ask skeptics. enterprise mobility GUiDe n 25 . according to Deloitte. An App Market Also Rises There’s no doubt that enterprises are adopting mobility.” noted The Wall Street Journal in October 2010. While that argument may have once held water. Samsung SDS Co.
it’s demand from workers seeking more convenient. as well as earn a return on investment (ROI) on them. But another huge factor is that the supply of mobile devices in enterprises has hit a critical mass. not the rule? According to a Kelton Research study from January 2011.The supply of mobile devices in enterprises has hit a critical mass. more real-time tools. companies plan to deploy five or more mobile apps this year. Why are companies accelerating their embrace of business apps? For sure. claims or policy information on the road. taking the market into a high growth stage. One-third of those firms (21 percent of overall) expect to deploy 20 or more mobile apps this year. apps to its 70. 65 percent of U.K. cost in terms of money and time can now increasingly find off-the-shelf apps created by developers. and U. and Life Technologies Corp. the average price of these apps will drop—fast. as the mobile business app market shifts from predominantly custom to packaged deployment.000 sales employees for accessing customer.S. That also makes these apps much more affordable to a broader swath of companies.. Frost & Sullivan predicts that the North American 26 n sybAse 2011 . a biotechnology tools maker that has armed 400 sales and senior executives with Apple iPad tablets and an app enabling them to visually mine and analyze sales data on their tablets. Similarly. Still think these mobile adopters are the exception. That means companies that had been forced to build their own mobile apps and extensions at a high It’s a cycle familiar to anyone who remembers how the shift from custom enterprise server apps to packaged ones in the early 1990s caused that market to grow significantly. That will shorten the time for companies to deploy apps.
Gps and other mobile device tools are sure to spark innovation and generate higher revenue. employees can tag a question to find a subject matter expert and immediately involve that person in the conversation. will soon have no excuse. Those who continue to stay put will one day look up and realize they are miles behind their competitors. n Better downtime utilization: by coupling the device’s Gps to the company’s customer relationship management (Crm) system. such as social media and Web 2.TRANSFORMATION OF THE ENTERPRISE if you think Facebook and business don’t mix. organizations that say “yes” to social networking. enterprise mobility GUiDe n 27 . with no opportunity to catch up. n Collecting competitive intelligence: sales and marketing staff can use device cameras to snap pictures of billboards. The moral? Companies that have put off deploying mobile apps. Facebook + Business = Innovation market for mobile enterprise apps will grow to $10.87 billion in 2015. magazines and other advertisements. n Sean Kae is head of the Mobile Communications (MC) division at Samsung SDS. He is responsible for SDS’ unified communications. despite their business benefits. you may be in for a surprise. n More collaboration and customer interaction: Facebook and wikis improve idea generation and offer searchable archives of past conversations that can vastly improve the planning and design stage of any business initiative. cameras.0 services. A quarter of the respondents are so convinced of the relevance of these tools that they are shifting away from packaged applications to rely instead on custom-developed mobile applications that support these features. in a 2009 iDG survey. mobile services and embedded software development businesses. Just over 25 percent are pursuing mobile applications that take greater advantage of native device capabilities such as cameras and Gps. which can be added to records within the Crm database. executive and sales teams can locate nearby customers to visit while in between scheduled appointments. 39 percent of respondents said they are deploying mobile applications that have consumer-like functionality. How do these tools improve the efficiency of business? n On-the-spot information networking: During meetings.
Unless your company is very small. despite lingering security and manageability concerns. to administer software patches and to simply keep track of them. They can be lost or stolen. can be unavailable for many reasons. It’s much more challenging to maintain data integrity on remote devices. Management knew it had to strike a new balance between what users wanted and what IT could efficiently support. Mobile devices. The cost of IT resources and shipping and the loss of field worker productivity adds up. Need to install a service pack on a new desktop? No sweat—for IT. Verizon have been decimated by the invasion of Apple iPhones. Freedom of Choice For years. When it comes to managing smartphones or tablets. Android devices and more. you’ll need to find a better way—and a mobile device management solution can offer the answer. forget everything you know about managing PCs. That’s because the majority of PCs are accessible to IT around the clock. locked in an unresponsive state or stuck in a carrier’s dead zone. The “consumerization of IT” and its freedom of choice have compounded the problem with the push to allow employeeliable devices to access the corporate infrastructure. Hello chaos. it’s usually just a short elevator ride away. Platform proliferation has created another complication: coordinating a myriad of services and applications. Enterprise Mobility. Those controls 28 n sybAse 2011 .Realities of a Highly Mobile Workforce Employees are no longer contained within an office’s four walls. on the other hand. Cliff Cibelli Group Manager. IT must physically collect devices and upgrade them one by one. It’s also more challenging to reconfigure them when standards change. organizations tried to control costs by standardizing on a few devices.
As a result. chose a mobile management platform that can administer a range of smartphone devices from a centralized console.TRANSFORMATION OF THE ENTERPRISE Historically. IT organizations are choosing a platform approach. track hardware inventory and software licensing. It also allows enterprises to embrace mobile device trends without compromising security. A mobile device management solution can perform all of the following tasks remotely: n n n n n n n n Now. hardware and software inventory Management of operating system and software patches Tracking of software license compliance Configuration updates Remote backup and restoration of data Over-the-air data encryption Alternate Paths to Mobile Management Until recently. “We’ve been able to dramatically reduce our IT support costs while greatly enhancing user satisfaction. A unified mobile management platform provides all the technology. The platform also offers self-service registration and updates of mobile devices for employees. Now. companies seeking mobile management solutions had only one option: enterprise mobility GUiDe n 29 . the number of calls to the help desk dropped by more than 50 percent.” Distribution of software and updates Distribution of information and content Tracking of assets.” says Marc Baier. In addition. IT organizations are choosing a platform approach. “Our employees appreciate that the mobile management platform is very easy to use and extremely reliable. And it does so using a centralized management console with a single. Baloise Insurance’s director of collaboration and workplace services. n n Antivirus and firewall protection Remote device kill and data deletion for lost or stolen devices Control Costs with Self-Service Management Baloise Insurance. 90 percent of iPhone users require no IT support at all. integrated interface. and manage application and data access. for example. IT managed different components via point products. processes and procedures to provision devices.
such as Verizon’s Managed Mobility. Know which back-office systems that employees will want to access: many workers can suffice with just email access. Formalize user types and set policies: Create appropriate user groups and set strict governance policies for each one. Managed mobility software as a service is a simpler.Seven Rules for Effective Mobile Management Follow these seven ground rules to ensure that device management headaches won’t get the better of your it organization: n Identify all mobile devices on the network: server-based software. the best managed mobility services. 30 n sybAse 2011 . offer the same powerful features of their software brethren. logistics. telecom expense management. Get ready to take action: Add a filter to control access to your back-end systems and block access to devices that don’t have a management client installed. While that gives companies a lot of control. These include device management and security. while salespeople will need sales applications and executives will need dashboards and purchasing approval. on-device data encryption. Enter the cloud. It also democratizes sophisticated mobile device management the same way salesforce. Moreover. more efficient and cost-effective option for many companies and can shorten the implementation cycle as well. Enable users to be self-sufficient: Keep the burden on it low by letting users download a management client application that will keep their devices in compliance. “For enterprises that are already n n n n n n Audit your email server and other systems to make sure there are no unauthorized devices. Consider separating personal data from business data: As an added security measure. and application development and management—while taking all of the complexity out of users’ hands As Yankee Group analyst Eugene Signorini writes in “Mobility Myth Buster” (page 16).com made powerful customer relationship management (CRM) tools available to one-person startups. remote wipe for lost devices and inventory management to identify which devices are connected to the network. it can be difficult for some companies to set up. complicated to manage and costly to start. store enterprise data in one area of the device and encrypt and password protect only that area. Add password and encryption policies plus remote wipe: Consider this the bare minimum for mobile security: password enforcement.
a life-cycle wireless expense and device management service. Cibelli’s portfolio includes Managed Mobility. Mobile Services Enablement Platform. enterprise mobility GUiDe n 31 . the managed services route probably makes the most sense for smartphone initiatives as well. such as IT help desk and laptop support. Before that. Cibelli served as the senior product manager of managed network services for MCI. Insulating the organization against mobile management inflation may be the best thing you can do in 2011 for the future of your business. he was the director for global solutions bid management. Cliff Cibelli currently is a group manager of product management and development for Verizon. a cloud-based solution to help on-the-go workers quickly and securely access their corporate networks. Prior to January 2006. unified mobile management platform— will allow you and your organization to change your mind-set: viewing smartphone innovation as an opportunity rather than a threat. outsourcing other IT support services. the destination—a real.” Whatever path you pick. and Enterprise Mobility as a Service.TRANSFORMATION OF THE ENTERPRISE Managed mobility software as a service is a simpler. more efficient and cost-effective option for many companies. Cibelli has also held strategic planning and technical consulting and training positions. for developing and deploying enterprisewide applications. n A 30-year communications industry veteran.
that won’t cut it. Mobile Applications Group. always-on availability. SAP enterprise mobility GUiDe n 33 . Why.THE MOBILITY EFFECT From CRM to authorizations to business intelligence. 75 percent of companies report “increased worker productivity” from deploying mobile applications. they ask. fewer delays and faster execution. Strategy. How? Through increased employee responsiveness and decision-making speed (66 percent). faster resolution of customer and internal IT issues (48 percent) and improved customer satisfaction (42 percent). Mobile Apps Add Muscle Today’s enterprise workers mostly use their work smartphones to send emails and check schedules. Soon. Employees are accustomed to doing more—much more—with their personal phone. mobile applications help organizations better support on-the-go workforces and engage more effectively with customers. It’s no wonder: Extending business data and applications to mobile devices exponentially increases the value of these corporate assets through real-time access. should their work device be any different? According to a 2010 survey by Forrester Research. Accelerating Sales Nick Brown The potential for productivity from mobile applications is everywhere—from the corner Senior Vice President.
Instead. gas or fleet maintenance costs Competitive differentiation Increased sales revenues Improved brand perception Reduced inventory costs 10% 6% 16% 16% 15% 14% 14% 42% 65% 48% 48% 75% 0% 10% 20% 30% 40% 50% 60% 70% 80% Base: 2. office to the service fleet and across all vertical industries. Enterprise and SMB Networks and Telecommunications Survey.What Benefit Has Your Firm Experienced as a Result of Deploying Mobile Applications? Increased worker productivity Increased employee responsiveness and decision-making speed Resolved customer issues faster Resolved internal IT issues faster Improved customer satisfaction Reduced sales cycle time Reduced personnel costs Reduced fuel. 34 n sybAse 2011 . companies are no longer bounded by their investments in company-owned. Increased productivity leads the list. which touch many more of their employees. faster cycle execution and high-quality management of support and issue resolution. single-purpose or ruggedized devices. customers demand responsiveness. Employees need real-time access to customer information— sometimes at a moment’s notice. With so many employees bringing their smartphones and tablets to work. companies can deploy horizontal applications. Likewise. It’s also larger than ever. Mobile customer relationship management (CRM) is the leading application entrant—a perfect convergence of the demands and benefits of mobility. Q1 2010 Getting Things Done: Companies are enjoying a wide range of benefits from the use of mobile applications. The clear benefits to deal-making and retention processes have jumped mobile CRM adoption ahead of all other applications. North America and Europe. barring email.247 network and telecom decision-makers Source: Forrester.
behind. data capture. security frameworks. timekeeping. Particularly in the public sector and utilities industries. The CRM data structure is organized and hierarchical enough to easily fit and navigate. making CRM a convenient starting point for independent software vendors (ISVs) and in-house IT projects. These simpler. increased data accuracy and reduced cycle time. and the workflow is complex and free-form enough to take advantage of gesture-based touch screens. the conversion to paperless mobile workflows has a high return on investment (ROI) from reduced administrative expense. The potential for productivity from mobile applications is everywhere— from the corner office to the service fleet and across all vertical industries. human resources and employee benefits.THE MOBILITY EFFECT CRM applications are well suited to smartphones and tablets. bounce and selection interactions built in. expense management. All the top CRM vendors have delivered packaged mobile CRM clients to application stores— particularly the Apple App Store. code reusability. spare-parts ordering. inspection check-offs. They require frameworks that can connect to a wide variety of systems—procurement. Companies using a single mobile client for multiple workflows and processes benefit from support for multiple devices and operating systems (OSes). Because these are “ultra-horizontal” applications—used by all employees—they are most effective at slashing delays and administrative costs when adopted throughout a company. with the native scroll. Those client applications can then be customized and integrated with the vendors’ respective back-end systems. messaging and Reducing Administration Mobile clients for workflow and business process execution— authorizations and request management—follow close enterprise mobility GUiDe n 35 . That makes it simple to bind a data table to a UI table on the Apple iPhone. “lightweight” applications are also used for vertical processes: work-order tasks. Development teams using fourth-generation (4GL) tools to access back-end data systems have robust prebuilt user interface (UI) elements in the latest smartphone software development kits.
cloud services and middleware has made mobile Companies can leverage these developments in their next field service refresh by: 36 n sybAse 2011 . meaning that applications written for the old OS version will not run on the new OS and hardware. namely Windows. The three leading business-oriented OS platforms in 2007 (Symbian. development and device management Embedding new services such as location and presence n n Two mobile OS platforms (Apple iOS and Google Android) that barely existed in 2007 will account for 39 percent of the market in 2011. synchronization that are more efficient than developing multiple custom applications or an ad hoc set of browser-based processes. Today’s field service tablets run primarily on ported desktop OSes. n n Modernizing Field Service Mobile field service applications traditionally refresh every four to five years. secure access to operational intelligence data was previously impossible to deliver. Making Faster and Better Decisions Real-time.The ability to query real-time data off-premises or even during meetings will change how executives interact with data to make corporate decisions. The applications are complex and require significant development work for data management and visualization. due to device interface limitations as well as network and middleware constraints. In the upgrade cycle expected between 2011 and 2013. RIM BlackBerry and Microsoft Windows Mobile) had “code-breaks” in 2010. The coming boom in tablets will be dominated by mobile OSes such as iOS and Android. But the latest generation of devices. conditions will be different from the last cycle: n n Choosing smartphones over custom devices Using mobile application platform tools that do the basic work of synchronization.
These include basic company dashboards. You need to resolve some issues first. Because most people own and use mobile phones. Executive or sales applications that offer new ways of doing business or reaching customers are good examples. mobile applications are a highly effective communication channel for engaging with customers. In addition to knowing what data to mobilize. Retailers send mobile coupons with discount offers that generate additional sales. having a plan to keep that data safe is equally important. retailers and enterprises to interact with customers in new and exciting ways. Within the financial services industry.THE MOBILITY EFFECT business intelligence a reality. Enterprises should first mobilize simple business processes that will not generate significant revenue. research director for mobile and wireless at The 451 Group. buy decision. Security is still on you. job schedulers or expense management tools. visualization tools. consumers use their mobile phones to check bank balances and pay credit card bills. n When should you buy off-the-shelf applications from ISVs rather than building your own? How do you securely manage and segment personal from enterprise information on users’ devices? What types of enterprise mobile applications should you deploy first? Making the build vs. The maturity of these off-the-shelf applications means they connect easily to back-end data sources. n n Reaching Your Customers Mobile applications enable banks. according to Chris Hazelton. The ability to query real-time data off-premise or even during meetings will change how executives interact with data to make corporate decisions. including: enterprise mobility GUiDe n 37 . Hazelton recommends that enterprises spend to build custom mobile applications that give the business a competitive advantage or are critical to revenue generation. You need a sandbox Setting Your Goals Just because you’re ready to deploy more business productivity applications to your workers’ smartphones doesn’t mean it will be easy to do. The benefits are huge. The coming boom in tablets will be dominated by mobile OSes such as iOS and Android. Even government agencies use mobile applications to keep citizens aware of public safety announcements.
users must type in a password. higher sales Place customer orders anywhere on the sales floor 38 n sybAse 2011 . more time in the field. Personal data. To access corporate data and applications. This approach quarantines and encrypts corporate data on the mobile device.4 percent.that will segregate enterprise and personal data. By increasing the mobility of its sales data by just 10 percent. Employees can access personal data without a password. reduced overstock Faster warehousing processes Improved customer service. higher sales Faster problem resolution. Prioritizing your mobilization wish list. better use of executive time More responsive customer service. Not only does mobile customer relationship data make it possible for the sales force to spend more time in the field. Mobilizing CRM can Safe Bets for a Mobilization Effort Job function Management Management Sales Service and support Human resources Manufacturing Manufacturing Retail Retail Application Key performance indicator dashboard Business workflows CRM Service order/dispatch Business workflows Inventory management GPS locator Inventory management Point of sale Business benefits On-the-spot decision making facilitates downstream productivity Faster approvals speed the pace of business. reside outside the sandbox—no password required. enterprises need to decide where to expend their mobilization efforts next. according to a 2010 study by the University of Texas at Austin. a typical Fortune 1000 company could increase net income by $5. Sharing customer information in real time has significant value. less paper waste Rapid request approvals.4 million and improve its return on invested capital by 1. such as pictures. This two-tier approach is a best practice for enterprises going forward. but they can close more business and create a better service experience for customers. After email. information management and calendaring. videos and nonbusiness applications. higher employee satisfaction Supply chain optimization.
driving the development of strategic partnerships with systems integrators to accelerate market adoption of SAP CRM. Software vendors are responding to demands for prebuilt solutions that enterprise mobility GUiDe n 39 . enterprises should pay close attention to who is already using mobile devices. Excel and PowerPoint and in Adobe Acrobat. Consumer application stores can also be a good source of inspiration. but they can help you decide where to spend your time and resources. Options exist for those who need a custom solution or a composite application that blends data input from multiple back-end sources. employees want to read and modify data in Microsoft Word. With so many potential applications and good options for how to build them. where and for what purpose. meaning more salespeople using the tools more often. A key success for Brown was the establishment of the first three co-innovation partnerships with Research In Motion. Brown joined SAP in 2007 as vice president of CRM alliances. enterprise resource planning and business processes. Productivity applications are common.THE MOBILITY EFFECT even boost overall usage. To go beyond CRM. he led business development and was a key driver of the overall partner strategy for SAP Mobility. Most of these applications are not rich or secure enough. n As senior vice president of strategy for mobility in the mobile applications group. Poll your employees to find out which business-focused applications they’ve adopted. Sybase and Syclo. indecision can be your worst enemy. says Yankee Group analyst Sheryl Kingston. Plenty of Options The marketplace for mobile applications is getting richer every day. Nick Brown is responsible for driving strategic market development projects together with the mobile business unit and supporting SAP teams. Act now to analyze mobile trends in your enterprise and then move quickly toward obvious targets. The uses and benefits of enterprise mobility differ from one worker to the next. As vice president of mobility. The uses and benefits of enterprise mobility differ from one worker to the next. mobilize critical business applications. such as CRM.
three mobile operating systems (OS) or is integrating at least three back-end data sources should deploy a MEAP. In short: a management nightmare of a magnitude not seen since the rise of the Internet in the late 1990s. a governance model and standardized tools. Gartner has a Rule of Three: Any organization that supports either three mobile applications. For enterprises starting to develop their own mobile applications. operating systems and back-end data sources all push mobile administration and management tasks into the red zone. Such a platform can insulate enterprises from the administrative overload caused by diverse environments. tools such as Mobile Enterprise Application Platforms (MEAPs) provide a unified Greg Jenko Partner. 40 n sybAse 2011 . There are tools that manage devices and catalog the applications in use in the enterprise. And the thing that unifies them is this: a feeling that mobility is being done to them inside their enterprise. on the latter point there is relief. deploying and managing apps inside an enterprise. such as Accenture’s Mobile Application Device Management (MADM). Not to mention the many devices that employees are openly bringing in. these tools can go a long way toward driving out complexity and saving time and money. Apps are being created and uploaded to app stores without their consent. rather than with them. No wonder many CIOs wish they could yell. Gartner predicts that by the end of 2012. “Stop! Let me get in front of this thing with some tech standards. For many enterprises. while business units are hiring developers without IT’s input. I talk to a lot of CIOs about mobility. 95 percent of organizations will choose a MEAP or packaged mobile application as their primary mobile development platform.” While the first two are still up to the CIO. Accenture platform for developing. Global Lead for Mobile Systems Integration. while enabling them to adapt their mobile infrastructure to meet the changing needs of their business.Three’s a Crowd Multiple applications. violating half a dozen IT policies every time.
Would You Say. Thus. organizations that have been prevented from supporting employees’ personal device preferences can leverage their MEAP to modernize their policy and improve morale. 2009: N=309 5% 10% 15% 20% 25% 30% 35% Applications for All: Thirty percent of organizations worldwide had already deployed four or more mobile applications while an additional 13 percent had deployed three. Support in-house capacity for mobile application development and customization.THE MOBILITY EFFECT Low-Cost Enablers The Aberdeen Group has identified several mobility enablers that produce a best-in-class strategy at a lower total cost of ownership (TCO) per mobile employee. Mobile Enterprise Software Survey. making it easy to write custom extensions for mobile applications. Which of the Following. IT can provision and update employee devices as well as deploy mobile applications to appropriate users from a single console without needing to touch the devices. enterprise mobility GUiDe n 41 . These enablers are features of a MEAP platform. Support more than one mobile device type and mobile operating system. MEAP solutions support standard programming tools. Best Describes Your Organization’s Current Stage of Mobility? Have not yet deployed any mobile applications Currently pilot testing one or more mobile applications Have mobilized one application only Have mobilized two applications Have mobilized three applications Have mobilized more than three applications 0% Source: IDC. Remotely lock mobile devices and remotely wipe data from devices. MEAP solutions are device agnostic and capable of supporting a range of device platforms. Centrally manage all mobile devices through over-the-air device access.
By making it easy to lock and wipe data on any device. In short. Few organizations can or want to commit to such a limited mobile strategy. a platform approach lets you do more with less: n n n n n n n Speed deployment times Standardize across different devices Leverage development tools you already know and expertise you already have Write once. data and applications Enhance existing business platforms by making them accessible to users anywhere. thus delivering new business value through increased productivity. the problem is assuming you’ll never need to change or expand the way the solution is used. your mobile infrastructure scales easily with your mobile business needs. not every organization needs to go the platform route. One objection I hear from many CIOs is that they are already running too much middleware. development and integration costs. devices. a point product can be an inexpensive and easy solution. databases and user groups can be added or changed with minimal effort. Just the ones that are taking enterprise mobility seriously. each additional point solution you adopt exponentially increases the management. in other words. Can’t their existing service-oriented architecture (SOA) tools take on mobile devices. without exposing the organization to risk of failure or incremental support costs. run on multiple devices through a unified data layer Secure different devices and applications with one approach Centrally manage mobile devices. Why? Customizing point solutions is difficult and costly. at any time 42 n sybAse 2011 . too? Typically. What’s missing is the middleware: an isolated software layer that facilitates communication between multiple applications on the back end with multiple operating systems on the front end. a MEAP instantly neutralizes the biggest risks of mobilizing enterprise data without additional cost or labor. Applications. no. a meAp. More with Less What’s the Point? A platform isn’t always necessary. Rather. if you support only one application on a single device with a small number of users. deploying a MEAP can mobilize your entire workforce as needed. With a platform approach. in short. Worse.
All rights reserved.000 — Target Expected Difference View Data Menu Custom applications Software applications Source: ©2010 SAP AG. Platform Architecture: The MEAP provides orchestration between back-end data sources. deployment and operation of mobile solutions. n n Allocate IT resources to high-value initiatives such as new application development and business processes rather than mobile infrastructure Future-proof current IT investments against unforeseeable changes data source or application you wish to mobilize and for each new business workflow you include. working with clients from early strategy and business case development through design.000. applications and mobile devices of every stripe.THE MOBILITY EFFECT Addressing Mobile Complexity Databases Mobile Enterprise Application Platform (MEAP) CRM Mobile Sales Analytics: PipeLine + +X AT&T 3G Workflows 3:03 PM Messages (1) 4:00 PM SAP Workflow SAP Workflow > > > SAP Workflow SAP Workflow 7:01 PM SAP Alert SAP Alert 7:06 PM X X Jan 09 Feb 09 Mar09 Web services Packaged applications 100 200 300 400 500 Volume ($) x 1. Savvy enterprises are looking closely at the horizon to gauge their longer-term mobility strategy and planning accordingly. for each back-end enterprise mobility GUiDe n 43 . The business case for MEAP grows stronger with every device platform you decide to support. n Greg Jenko oversees Accenture’s mobile systems integration practice. development. He has more than two decades of technology strategy and systems integration experience.
Sybase. Even the explicit concept of mobile computing will soon be obsolete. vice president of online sales and operations. as smartphone users add cars. devices have nothing to do with it. It’s just one logical step forward to see that what’s really in danger is a strict coupling between hardware devices and data access. Desktop computers have already been declared obsolete in three years’ time by Google’s John Herlihy.THE MOBILITY EFFECT Young workers and their strong affinity for go-anywhere technology are changing the shape of the enterprise right before our eyes. as reported in 2010 by Siliconrepublic. Users will expect access to their critical business applications and data whenever and wherever Ian Thain Senior Technical Evangelist. After all. an SAP Company enterprise mobility GUiDe n 45 . Introducing Generation M It’s easy to think of enterprise mobility as two parts business and one part buzz. Right? Wrong. chasing them too hard smacks of whimsy and threatens the viability of your long-term strategy. What will matter is the immediacy of data. In the big picture. televisions and public terminals to the list of devices they can safely use to interact with their cloud-based data and applications. smartphones and tablets are today’s “it” consumer gadgets.
laptops. gray x86 desktop. Gen Y Leads the Way Take the youngest members of the workforce as well as college-age users. We need to be more flexible. Millennials grew up taking the A “Bring-Your-Own” Policy Can Reap Rewards One easy way to make this transition is to embrace the idea of letting employees choose their own hardware. but it’s also an important cultural shift that every organization will eventually need to make. For them.-based manufacturing firm puts it: “We need to attract the right kind of talent. Workers are finding business use for social Web applications that have been banned in some companies for being frivolous distractions. only 22 percent prefer a PC. IT will need to change its attitude toward technologies that heretofore have been below its notice. gray x86 desktop. Among those 45 and older. the “best” computing device is the one that’s most convenient. It’s a way to remain attractive to younger workers in today’s job market. moving effortlessly from one computing device to another.S. rather than later.to 24-year-olds surveyed by Accenture said they would prefer to use a mobile handset. Unlike baby boomers. gives you a head start on competitors and plenty of time to work out any kinks in your mobile strategy. as we’re seeing people coming out of college who want iPhone devices. IT needs to cater to these heightened expectations. laptops are rapidly losing favor.they need them. No one wants to go to work for a company if they’re handed an old. And they will expect no sacrifice in usability—no matter the form factor. In the hardware realm. This “Millennial” generation communicates at a relentless pace. Until we reach that point. As a senior executive at one U. IT once prized homogeneous hardware because it made desktop PCs and their applications 46 n sybAse 2011 . How they access data will have no importance whatsoever.” No one wants to go to work for a company if they’re handed an old. Doing it sooner. however. Internet and mobile phones as much for granted as they take electricity and running water. etc. When asked. only 27 percent prefer a mobile device. who are simply happy if technology works. Fifty-one percent of 18. Millennials strongly prefer a smartphone to a laptop.
IT’s efforts to stem the flow are futile at best and counterproductive at worst. there’s no denying that a wide assortment of hardware and software is finding its way onto the desks of end users. An interest-free loan for new computers is a simple way to start. Organizations that are innovating in this area understand that bring-yourown-device policies can empower employees to be more creative. Gadget lust is no longer confined to the geeky. You don’t even necessarily have to roll out a four-figure reimbursement to achieve parity—especially with Bring-your-own-device policies can empower employees to be more creative. and the need for identical gray desktop boxes goes away. especially younger ones. n As senior technical evangelist. Read more at Thain’s blog at Sybase. Workers.000 employees. But the rise of cloud computing and desktop virtualization means more applications run on a server. Next-Generation IT Is an Anywhere Generation Regardless of how it arrives. with its 97. Thain has focused on enterprise mobile applications with Sybase PocketBuilder as well as Sybase WorkSpace. which ease the burden of supporting a diverse computing ecosystem. efficient and productive. this can be an even better deal for the employee than a new laptop every three years. today’s device-hungry workforce. all-the-time data delivery. At up to $1.000 a year. identify closely with technology brands.com. He is now evangelizing the Sybase Unwired Platform. For the last few years. The opportunity to use their preferred technology while at work boosts morale and offers familiarity that can increase productivity. turning IT’s attention to anywhere.THE MOBILITY EFFECT easier to manage. have already taken this course. enterprise mobility GUiDe n 47 . Companies such as CARFAX and Kraft Foods. A truly nextgeneration IT strategy will abandon traditional ideas about desktop requisition and applications. A bring-your-own approach can also save on capital expenditures. Some organizations offer to pay the carrier bill for a smartphone. Ian Thain covers the latest mobile developments. Combine that with more sophisticated endpoint management solutions. efficient and productive.
Here are five reasons why.THE MOBILITY EFFECT Discover five ways that tablets will be different—and even better— than smartphones. as users discover the merits of a tablet over the smartphone as a productivity tool. Blame the technology—stylus-based data entry. Mobility: The Second Wave Tablet computers are by no means new: Scientists have been tinkering with them for more than half a century. dearth of tablet-enabled applications and slow hardware—as well as the scant awareness of the possibilities of mobile computing. This adoption is already occurring. in fact. Philippe Winthrop Managing Director. The return of the tablet PC as a device using a true mobile operating system (iOS. the world has welcomed—and. while commercial versions have been available for more than two decades. Companies both large and small have been unable to make this form factor a success. Today. demands—mobile connectivity and computing. The Enterprise Mobility Foundation enterprise mobility GUiDe n 49 . webOS and so on) will catalyze the second wave of growth in enterprise mobility. due to slow connectivity and few applications. Android. Even the rebirth of tablets several years ago as Mobile Internet Devices (MIDs) wasn’t embraced. with the wide adoption of smartphones in both the workplace and general life.
their power will always remain partly untapped on a 3. Field service technicians can see their next appointments and pull up technical documents while performing a repair. But in With a tablet. When fully mobile. but precision data entry is not one of them. Tablets improve employee efficiency and customer satisfaction in new ways. While mobile operating systems continue to improve. as does customer satisfaction. workers are productive and computer bag straps never snap. the tablet (with its high-definition screen) will allow mobile telepresence through its built-in webcam. improving quality of care. 50 n sybAse 2011 . minimizing the number of visits required to complete a service ticket. tabletwielding concierges can register guests for events or dinner reservations. In a hotel. Tablets remove the need for the stylus.to 10-inch tablet screen ensures that applications run well. In all of these cases. operational efficiency increases. The additional real estate provided by a 7. Laptops and smartphones have started to mobilize industries such as healthcare and hospitality.to 4-inch screen. ease and style. UC is about more than videoconferencing. a physician can look up patient medical records while making rounds. we’ll soon be able to talk to colleagues while editing the same document—something impractical on smaller smartphones. But tablets bring unprecedented power. Tablets—by design—strike the balance between the usability of a laptop and the portability of a smartphone.Tablets are the most effective mobile form factor. Filling out intricate forms remains easier with a stylus. improving quality of care. especially in dusty. as well as verticals where field work is common. Today’s smartphone touch screen excels in many areas. it’s about collaboration. a physician can look up patient medical records while making rounds. Unified communications (UC) is another technology that has been around for some time but has only recently made market inroads. With a tablet. dirty environments. Small tablets will be able to integrate into a desk phone and provide a vibrant virtual keypad when docked. As software and networks catch up to tablets. Tablets will finally bring to life the dream of mobile unified communications. increasing revenues and guest (customer) satisfaction.
this generation of tablet computers has finally been accepted as a credible and viable solution for the mobile application paradigm in the enterprise.” Seemingly trivial at face value. enterprise resource planning (ERP) system or human resources (HR)-oriented time-and-expense application— using a tablet. but they still by and large provide only a means to consume information from the Internet. The forum is the fastest growing social network and content portal exclusively dedicated to enterprise mobility. Tablets. This acceptance. Tablets make the mobile Internet bidirectional. Making it easy for employees to move data to and from their tablet is something the smartphone lacks. touch-based tablets are large enough that fingers become a sort of “organic stylus. Winthrop is a frequent commentator and speaker on enterprise mobility strategy.THE MOBILITY EFFECT non-extreme environments. Philippe Winthrop is now the founder and managing director of The Enterprise Mobility Foundation. combined with virtually ubiquitous wireless wide area network (WAN) and local area network (LAN) coverage and the recognition that mobile enterprise applications can provide an increasing value to employees and organizations. slates. Emails will go from being short responses to more substantive correspondence with attached documents created on the tablet. slabs: Whatever we call them. the organization behind The Enterprise Mobility Forum. Smartphones have certainly been revolutionary. The tablet’s larger size and precision mean that workers will be more willing to create content on their mobile devices. management and applications for the mobile enterprise. enterprise mobility GUiDe n 51 . suggests that tablets will drive forthcoming trends in enterprise mobile computing. Individuals will also be more adept at entering information into a corporate application—such as a customer relationship management (CRM) application. mobile Internet devices. this capability enables tablets to offer an attractive middle ground between touch-based smartphones and stylus-based devices. This added dimension of a The tablet’s larger size and precision mean that workers will be more willing to create content on their mobile devices. n After spending almost 15 years in various market research roles. tablet will increase the business velocity of the mobilized workplace.
deciding to empower your employees with technology is easy. After you’ve nabbed all the low-hanging fruit. supply chain and other divisions that could be mobilized. on-site and prepared. the path forward can start to get complicated. service. The difficulty is in creating a road map that maximizes the Return on Investment (ROI) of your IT dollars. By knowing what’s possible you can narrow your sights and maximize business value. All companies have sales. supply chain and inventory systems from a mobile device Senthil Krishnapillai Director of Product Management Sybase. such as email and calendars. Planning for the Future Once you understand the tremendous potential of a mobile enterprise. These use case scenarios can help you visualize the best ways to mobilize your organization. You want your team to be in front of the customer. Arming your salespeople with real-time information from your Enterprise Resource Planning (ERP). Sales Your sales team is likely the biggest beneficiary of your mobilization efforts. an SAP Company enterprise mobility GUiDe n 53 .THE MOBILITY EFFECT Targets for your mobile application investments are everywhere. the biggest efficiency opportunities are universal. Customer Relationship Management (CRM). Fortunately.
including ordering parts. Mobilizing these process flows can not only make them faster. Facebook and LinkedIn. Salespeople are often enthusiastic users of social media tools. In the near future. If technicians can create an order and provision the service on the spot. a trusted relationship and higher margins through better decision making.Automating delivery of trouble tickets and service orders to a mobile device streamlines processes and eliminates waste. such as Twitter. Automating delivery of trouble tickets and service orders to a mobile device streamlines processes and eliminates waste. But newer ideas to mobilize the service workforce focus more directly on driving higher revenue. negotiating contracts. For example. customers get the personal touch and immediate satisfaction. While CRM is likely the place to start. Working with these partners involves complex interactions. Amica Insurance created an application that lets adjusters send and receive data in the field rather than compile data after they’ve returned to the office. it enables real-time 54 n sybAse 2011 . it isn’t the only application that sales teams can use. sales teams will leverage tools with uniquely mobile capabilities. A typical workflow could comprise multiple interactions by different departments across all partners in the chain. The projected ROI of this mobilization project is only six months. which they use to engage customers. imagine cable service technicians in the field who can offer promotion packages during service calls based on the customers’ interests. will provide better customer service. approving discounts. obtaining status reports and more. Mobile field service applications also help technicians resolve Supply Chain Every organization has a chain of partners. The mobile application helps Amica perform 235 additional appraisals per year and increase same-day inspections by 265 percent. Service and Support A mobile service fleet is an obvious place to improve the quality of mobile support tools and is often the place where organizations begin their mobilization or digitization investment. creating potentially higher sales revenue for the company in the process. problems faster and serve more clients per day. such as on-device cameras for augmented reality applications or GPS for enhanced geospatial sensitivity.
The solution has shortened the total processing time for a beet field by several days. The company replaced a tedious and complex paper-based system with a tablet-based mobile solution that coordinates data about transportation. cranes. these remote users need self-service capabilities for personnel records. Likewise. implemented a mobile solution to enterprise mobility GUiDe n 55 . In some cases. A self-service HR portal with mobile accessibility could slash administration time and improve job satisfaction for many high-value employees. a Polish baby food company. Management To be effective. vacation requests and expense reimbursements from their mobile devices speeds the process. a chemical production company with 20-plus facilities spread across thousands of miles will employ engineers. scientists. letting managers provide approvals the same way frees them to use their time more effectively. Belgium sugar producer Tiense Suikkerraffinaderij needs to closely coordinate the operations of many suppliers and transportation providers to prevent shipping delays and product loss. The mobile application helps Amica perform 235 additional appraisals per year and increase same-day inspections by 265 percent. performance management processes and resignations and transfers. A dashboard view of key performance indicators helps managers make optimal on-the-spot decisions and provide leadership when away from the office. geologists and businesspeople in many locations. Allowing employees to fill out and submit time sheets. for instance—during a consultation. weighing. benefits forms. field readiness. In one case. at beet harvest time. For example. they can provide better advice if they can call up pertinent data—margins or order history. a manager must understand the pulse of the organization—and that requires metrics. the faster pace can measurably lower costs. For example. where approval bottlenecks often impede processes and paperwork.THE MOBILITY EFFECT data analysis for ongoing process improvements. Human Resources Workflow applications are very useful in human resource departments. AlimaGerber. crop ownership and the labor force. With no local Human Resources (HR) presence to work with.
Managers can analyze historical data instantly and react quickly to the changing market. processed. a mobile dashboard of sensor readings would make it possible for them to detect problem conditions immediately and react quickly before production is affected. based on real-time updates from sales representatives in the field. Tablets. Manufacturing When plant managers have mobile access to the spare parts database. Managers can analyze historical data instantly and react quickly to the changing market. too. Mobile monitoring of wireless sensor data is another excellent way to improve efficiency on the shop floor. a clerk can tap into the inventory management system. they can determine immediately whether the broken valve on the production line is in stock. and Mercedes-Benz salespeople are calling up financing options for customers from iPad devices while roaming the show floor. food manufacturers employ sensor technology to track the pressure. Such applications return the production line to service as fast as possible. freeing them to provide better customer service. call up images of out-of-stock items or perform transactions directly from the handheld device. provide a critical feedback loop for salespeople and their managers. temperature or rate of flow for edible materials as they are Information Technology Even IT can benefit from greater mobile efficiency. Since floor supervisors can’t be everywhere at once. shelf and bin) they’ll find the part they need. 56 n sybAse 2011 . Both regional and executive managers can use the mobile application to measure very precisely the market potential as well as the effectiveness of sales and marketing efforts. Retail Mobile point-of-sale applications untether clerks from the central register. As an added measure. Giving systems and database administrators the ability to monitor performance on the systems and services they are accountable for can help them be more productive. are joining the fray: Wells Fargo employees are demonstrating financial service offerings to potential customers on Apple iPad tablets. RFID tags on the spare parts allow plant managers who have a GPS-enabled smartphone to not only verify availability but also determine exactly where (closet. From the floor. For example.
n Senthil Krishnapillai is director of product management at Sybase. Awell-designed mobile framework is easy to extend and modify. Krishnapillai is experienced in managing enterprise products for worldwide markets and has successfully developed and marketed innovative products for the mobility market.800-employee marketing services firm. uses smartphones to help its network and systems administrators keep tabs on the infrastructure that supports the company’s 24x7 Web site and Web services. freeing them to provide better customer service. making it possible to improve on your initial ROI by orders of magnitude. enterprise mobility GUiDe n 57 . and he was the founder of Rand Software. improving overall IT responsiveness. Let your imagination be your guide as you consider the many powerful opportunities of mobile enterprise applications. database engineers will remotely run a job to rebuild indexes. Krishnapillai has more than 15 years experience in product management. a synchronization software company.THE MOBILITY EFFECT Mobile point-of-sale applications untether clerks from the central register. Krishnapillai’s enterprise mobility group is responsible for designing and bringing future generations of mobile collaboration and platform products to the market. For instance. you’ll find additional ways to leverage your initial investment everywhere. He is a member of various consortiums including OMA-DS and CTIA. But simple monitoring is just the first step: Technicians can run jobs and manipulate those systems. with very low ongoing costs. An Investment in the Future Once you’ve begun mobilizing the enterprise. a 5. Dominion Enterprises. product marketing and product development for mobile devices and smartphones with Sybase and Extended Systems.
Research in Motion (RIM) BlackBerry or PlayBook or something else can add significant complexity and dependencies to completing any mobile transaction. In the mobile world. an SAP Company enterprise mobility GUiDe n 59 . Google Android. As an example. operating systems. Sybase. Whether the end user’s device is an Apple iPad or iPhone. applications. All mobile solutions are thoroughly interconnected. and process flows. MOBILE ECOSYSTEM @ WORK The mobile marketplace is an ecosystem. this same principle applies.com or an enterprise portal—has lots of variables and staggering amounts of detail. different devices meet different needs and have a unique set of operating requirements that are specific to that device and what it is accessing. Choose partners that embrace collaboration. The process of connecting a device to a back-end system—whether it’s Amazon. Successful deployment of mobile solutions Dan Ortega requires a comprehensive understanding of Senior Director of these competing and overlapping technologies Product Marketing. but on a much broader and more integrated scale. network topologies and data stores. involving multiple platforms. Cooperation Breeds Success You wouldn’t buy a computer if no applications were available to run on it.
Providers that collaborate can quickly introduce co-innovations that enrich the marketplace. For example. No single provider can handle every aspect needed to fully mobilize an enterprise. Motorola. Providing integration among multiple device platforms. to ensure their technologies work as expected once in production. Having integrated solutions also means the ecosystem can leverage the joint strength of partners. allowing them to focus on deployment. providers need experience in working with device manufacturers Apple. An ecosystem partner should do all of the following: n U nderstand your business and the unique value you create for your customers 60 n sybAse 2011 . Ecosystem in Motion What’s at the heart of a healthy mobile ecosystem? Providers that deliver significant value share vital characteristics: n C ooperation with other providers as needed to pre-integrate solutions n esources to scale to the needs of large customers R n dherence to industry standards A n relentless focus on customer needs. Google. providers must act as partners to test new solutions and make real-time adjustments Customer Focus Truly great providers understand that the best value they can provide is to understand exactly what each enterprise customer needs—and deliver to meet that need. applications and back-end data sources is the job of an enterprise’s mobile technology partners.Mature solutions providers already know that the inherent heterogeneity of mobile technology requires cooperation. RIM and Samsung—and must be willing to move quickly to develop new relationships as platform trends change. Integration and co-innovation require healthy relationships with other best-of-breed vendors. The issue. not on A market dominance Mobile solutions have many interdependent parts and the mobile landscape constantly changes. Because of this. Such pre-integration testing reduces the burden on enterprise IT departments. of course. is that enterprises have businesses to run and value to deliver to their customers. Mature solutions providers already know that the inherent heterogeneity of mobile technology requires cooperation.
For example. such as Centigram Communications. help you succeed. n Dan Ortega is senior director of product marketing for Sybase mobility products. He also has worked with expansion stage companies. calling the shots on mobility transformation can galvanize your entire industry to change for the better. it’s not enough just to mobilize the customer experience. Defeating Complexity Mobilizing an enterprise is a much larger and more complex endeavor than deploying a few mobile applications here and there. A mobilized front end can’t be very effective if everything grinds to a halt on the supply side. if you’re a retailer. its own internal ecosystem of partners and suppliers—all of these are material to the development of your mobility strategy and the selection of the right mobile solutions. Only technology partners that actively participate in the larger mobile ecosystem can provide the integrated. having held senior-level marketing positions with a series of successful startups in the mobility and analytics domains. MOBILE ECOSYSTEM @ WORK n U nderstand what impact mobility can have on your business. you’ll need scalable resources to No enterprise of any size should tolerate providers that want to instigate a turf war over its mobile project. If yours is a large enterprise and you have a very complex environment that involves many partners. Finally. Depending on the size of your business. including Sun Microsystems and Wang Labs. and Fortune 500 companies. enterprise mobility GUiDe n 61 . its size. every provider must be willing to compromise and step back when product overlap inevitably occurs. holistic and strategic vision that leads to success. Whatever is in the best interest of the customer takes priority. Ortega brings more than 20 years of technology marketing experience to Sybase. You must mobilize the supply chain as well. Not just any provider can deliver a mobile enterprise strategy for the Fortune 100. No enterprise of any size should tolerate providers that want to instigate a turf war over its mobile project. in both the short term and the long term n arshal the resources to M execute the mobilization plan regardless of scale n ork with your own partner W ecosystem n lign with other solutions A providers to catalyze around your needs The nature of your business.
Bluefin Sybase: Who is driving mobile application adoption and leading the push for enterprise mobility? Executive management? Employees? IT? msc mobile: We can’t nail it down to a single group. more than ever. effective user experience is key. NEO Business Partners n tefan Christen. Mobile Application Services. co-founder and U managing director. mobile practice A lead. executing the right features with a simple. because they realize that not being mobile becomes a competitive disadvantage. The executive managers.” —Brian Farrington. CEO. mobile application services. streamline operations or even gain a competitive advantage. because they want to optimize their business processes. Simplicity Rules For application providers. Unwired Revolution 62 n sybAse 2011 . maihiro n teffen Schwark. UK. business management and executives see the potential for mobile applications to enhance productivity. founder and A managing director. co-founder and managing director. Swiss1mobile AG S “Now. Our executive panel consists of: n n B rian Farrington. msc mobile n nkur Mathur.In the Apps Universe. Director. director. enterprise S mobility lead. more than anything else. today the whole enterprise demands mobile solutions. J ens Beier. Unwired Revolution n lexander Ilg. We talked to seven leading mobile application providers from around the globe who shared with us their profiles for today’s most successful business applications and strategies for flourishing deployments. tell the tale of what is and isn’t working in the mobile enterprise. the business. The demand for applications is driving mobility deep into the enterprise much faster than many predicted. Accenture n we May. applications. For this reason.
MOBILE ECOSYSTEM @ WORK
and the end users, because they’ve grown accustomed to the liberty of a personal mobile device. Unwired Revolution: Now, more than ever, business management and executives see the potential for mobile applications to enhance productivity, streamline operations or even gain a competitive advantage. This, combined with the onslaught of users who want to use their personal mobile devices to access email and other company resources, has IT searching for a way to enable and support these initiatives in a secure, efficient and cost-effective manner. Swiss1mobile: We most often see that the driver is the line of business—the department that is under pressure to reduce costs. The economy puts them in a position to fulfill the same role with fewer people. Further, they recognize the need to have immediate online access to data, which requires a method of immediate data exchange. maihiro: Executive management or IT usually drives the adoption of mobile CRM [customer relationship management] applications, which is our business. In some organizations, the desire
“In general, replacing an older, laptop-oriented CRM solution with a smartphone application can significantly heighten users’ interest in CRM functionality, supplying real-time information about accounts, activities, sales leads and opportunities.”
—Uwe May, Co-founder and Managing Director, maihiro
to demonstrate technology leadership is moving them to adopt cutting-edge mobile applications on the latest form factors. In general, replacing an older, laptop-oriented CRM solution with a smartphone application can significantly heighten users’ interest in CRM functionality, supplying real-time information about accounts, activities, sales leads and opportunities. IT’s support for mobile is motivated by simplified, centralized management and security of the device ecosystem. Sybase: What mobile applications provide the most productivity gains? Swiss1mobile: Some of our most successful client engagements are in the areas of inventory, sales and delivery. Bluefin: All our customers run SAP, and the most obvious productivity gains there are still in the blue-collar space, such as field service, asset management, warehouse management, logistics and so on. For information workers, secure mobile email, mobile workflow and mobile CRM remain on the top of the list. In addition, more organizations
enterprise mobility GUiDe
“The combination of intuitive multi-touch user interfaces, widely available mobile broadband and integrated sensors such as GPS, cameras and RFID really is reshaping how people work.”
—Steffen Schwark, Enterprise Mobility Lead, Bluefin
are recognizing other benefits of mobile applications, such as the ability to reach new target groups, increase customer loyalty or differentiate their offering in the market. The combination of intuitive multi-touch user interfaces, widely available mobile broadband and integrated sensors such as GPS, cameras and RFID really is reshaping how people work. Accenture: Workforce management, sales force solutions and dispatch applications are the most popular among our clients, and they have a clear business case. When you get into other areas, such as mobilizing HR, vacation requests or purchase orders, the business case is a little weaker. We expect to see an increase in applications with solid business cases appear throughout the organization. For example, you can improve customer service or even business models using mobile business-to-business-to-consumer [B2B2C] applications. Those business cases are still emerging. Sybase: Describe how enterprises are achieving a low total cost of ownership [TCO] and high return on investment [ROI] using mobile applications.
msc mobile: Mobile solutions make the system landscape more complex: You suddenly have your business data on hundreds or thousands of devices out in the wild. If you try to tackle that complexity with silo solutions, each with its own middleware and technology stack, you get a pretty scary picture. The only solution is to choose a strategic Mobile Enterprise Application Platform that allows you to mobilize all your business processes on all devices. Only that, in combination with the right device management platform, can deliver low TCO. Accenture: The best examples of ROI are in our workforce management practice. In service organizations, such as a wireless carrier or utility provider that is installing fixed network assets or equipment in homes, one of the biggest operational expenses is the labor cost of a technician. If you can reduce that by 5 to 10 percent, you can save millions of dollars. For these types of applications, it’s pretty easy to drive a high ROI in a short period of time. Swiss1mobile: Low TCO and high ROI are achieved when the
MOBILE ECOSYSTEM @ WORK
software covers 100 percent of the requirements and gets high acceptance by end users. A full integration with the ERP [enterprise resource planning] system is another way to accomplish high ROI. maihiro: Our business is in CRM, so our clients achieve high ROI as a result of enthusiastic use of the application by end users, which results in better data quality. This leads to a better penetration of customer potentials, better cross-selling and upselling opportunities and higher sales volumes. Time-saving data entry and shorter CRM process lead times result in higher overall efficiency. Sybase: What are you doing to ensure a positive user experience with your applications? Bluefin: Usability and simplicity are of the utmost importance for successful adoption of mobile applications. Our first step is to get a deep understanding of the situation that the user will be in when using the application. This knowledge ensures that the app has exactly the right functionality and information. Our next step is to focus on simplicity and
modularity when creating mobile enterprise apps whenever possible. It’s very obvious from looking at the consumer market that popular mobile apps do one thing—and do it really well. And finally, deployment and support need to be carefully planned to keep the technical complexity away from the users. Accenture: We have a user experience group that works with the applications. This group schedules interactive pilots with users to get feedback and see how people really use the app and how friendly it is. The other thing we have done is to get the end user involved much earlier in the design—even before going through the testing process. It’s easier to make adjustments to the application before it goes into production. NEO Business Partners: One important aspect is to have an implementation partner that guarantees intensive support during the deployment phase of the project. Experience
“Mobile solutions make the system landscape more complex: You suddenly have your business data on hundreds or thousands of devices out in the wild.”
—Alexander Ilg, Founder and Managing Director, msc mobile
shows that problems often appear during this phase that can be easily solved by an experienced partner.
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And last. n understand the value of using the app and doing something different from what they did before. applications will be provided on the mobile device of the users’ choice. In these situations. Unwired Revolution: First and foremost. change management does not tend to be a problem as the user stays within a familiar environment and generally welcomes any application that makes his life easier. Include enough time in the device testing phase to make sure future users can test the mobile application on all the devices. NEO Business Partners 66 n sybAse 2011 .” —Jens Beier. Bluefin: Ideally. the main thing we’ve found is to make sure the end users “Aside from basic training that you would have with any new app. the device evaluation phase is very important. Co-founder and Managing Director. In fact. but certainly not least. mobile apps can support other change initiatives. Accenture evolve. Second. Let them see the vision. Mobile Practice Lead. include a subset of users in the process. communicate the changes with the user community in advance. Combining the introduction of a mobile CRM application with the changes to the CRM system can boost the usage.Sybase: What strategies do you recommend to prepare a workforce for using new mobile apps? Accenture: Aside from basic training that you would have with any new app. the main thing we’ve found is to make sure the end users understand the value of using the app and doing something different from what they did before. UK. voice their opinion and help the application “Include enough time in the device testing phase to make sure future users can test the mobile application on all the devices. Ask the users who are involved with the project to present some of the upcoming changes. train the users on the application and provide a support network to ensure adoption. A way to accomplish this is to pretrain a group of users and allow them to participate in the training and support of their peers. You have to clearly explain why the new application and new process will make their lives easier.” —Ankur Mathur. NEO Business Partners: If you’re not letting users choose their own devices.
Research In Motion (RIM) n ayur Kamat. Enterprise and platform marketing. tablets and user support over the next 24 months. MOBILE ECOSYSTEM @ WORK More Change Ahead for Devices With tablets taking off. enterprise mobile product M manager. For enterprises. RIM: Watch for these three trends: (1) proliferation of tablets for business and personal use. Smartphones will continue their growth and will count for an increased percentage of the overall phone market. Google n ick Bylina. Faster mobile broadband speeds through technologies such enterprise mobility GUiDe n 67 . managing a diverse fleet of devices and empowering mobile workers will become an important priority. product marketing consultant. executives agree that change is the one constant in the device marketplace. Sybase: Are more people using the same smartphone device for nonwork and business applications? What are the complications of balancing work and nonwork applications on the same device? RIM: There is high demand for an all-in-one solution that recognizes n J eff McDowell. (2) securely managing work and personal data/use on mobile devices and (3) increasing IT budgets that will help to advance the use of mobile devices in the business context. More than ever before. Our executive panel consists of: as WiMAX and LTE [Long Term Evolution] will lead to improved fidelity of mobile scenarios. such as the tablet. senior vice president. We asked three major participants in the device/OS market to share their thoughts on security. rapid change is the new normal. With operating system (OS) dominance in constant flux and the sudden success of major new form factors. device trends are having a very real effect on enterprise IT and the overall strategy for key business processes. R Motorola Sybase: What will be the most significant mobile device trends in 2011 and 2012? Google: We will see a significant uptake of the tablet and smartbook form factors.
quality applications that are highly useful and just work. with a standardized user experience but limited innovation potential. n enterprise mobility GUiDe n 69 . Sybase: How will tablets be adopted into the mobile enterprise? Motorola: Tablets are a disruptive technology that will trim the demand for laptops.” —Mayur Kamat. Google A n always-on experience R eal-time proactive alerting and notifications n igh efficiency. Some platforms will go the route of closed–decision making. scalability and H context sensitivity n ight integration with the T BlackBerry smartphone interface and apps such as the homescreen. laptop or some other yet-to-beannounced technology—will be best suited for particular jobs. integrated. including weight. screen size. MOBILE ECOSYSTEM @ WORK Motorola: Intuitive user interface design has always been the key to providing rich mobile experiences. Google: There is no one approach that will succeed. Wi-Fi—will determine where the device can be most effective. Enterprise Mobile Product Manager. messages list. Device characteristics. RIM: From the start. 4G. Tablets are great devices for scenarios that involve more data consumption than data creation. display resolution and RF connectivity—such as 3G. We have a term for these types of apps: super apps. Vertical markets will help define which type of device—be it tablet. Interfaces and applications that take into account the small screen real estate and the “always connected” nature of mobile devices will help ensure simple. allowing innovation at the cost of diversified user experience. RIM’s focus has been on simple. effortlessly. smartphone. Others will be completely open. battery life. calendar and contacts We promote the super app concept to our developer community and encourage them to build apps that are very useful to their customers and very easy to use. Characteristics of a super app include: n n “Most enterprises will need to employ a corporate policy around smartphone usage and define proactive measures as well as remedial policies in case the device gets compromised. Applications will adapt to the needs of the job and ride on the back of the device hardware decision. rich and productive user experiences. HTML5 holds great potential for simplifying the experience across devices because it allows the same applications to run on any device that has a modern browser. Google: Certain verticals are seeing strong adoption of tablets—healthcare and education being two of them.
Veliq J orge Chauca. Others are looking for a partner n n A lex Bausch. sales and marketing director. president. to stay updated on handset and platform development and to support individual user configurations. and mobility is no exception. Orange Business Services n aby Groff-Jensen. CEO and founder.Managed Services: Faster Deployments Security concerns and platform complexity are driving enterprises of every size to consider an outsourced approach to mobile device management. marketing solutions manager. partner. G SmartPhones Telecom AS n øren Linde.” —Alex Bausch. We talked to executives at five mobile managed service providers about how this new deployment model is taking shape.” Some organizations are driven by immediate savings: They are looking for a provider that offers a global procurement solution. Orange: Enterprises in every industry face different challenges and trends. Our executive panel consists of: n J eff Pack. CEO and Founder. end users and business owners. Managed mobility services are a perfect fit for these requests. Mobility Architects S “Our enterprise customers request a solution that is multi-platform. pushing them in different “mobile directions. As storage and connectivity costs have come down. RemoteRelief Sybase: What types of managed mobility services are your enterprise customers requesting? Mobility Architects: Our customers are looking for ways to focus on their core business without spending too much time managing mobile devices. the cloud has proven itself time and again as a practical solution for IT challenges. Veliq 70 n sybAse 2011 . user friendly. scalable and self-service and that can satisfy the needs of the three key mobility stakeholders: the IT department.
Sybase: What challenges do enterprises face as they try to mobilize their workforce? “Companies need to define a policy on how smartphones should be used. Companies need to define a policy on how smartphones should be used.” —Gaby Groff-Jensen. including ordering. SmartPhones Telecom: Considering the vast number of smartphone users and the delicate nature of the information stored on these devices. We also see requests coming from fields such as network design. user friendly. Sales and Marketing Director. However. SmartPhones Telecom: Windows Mobile used to be the preferred operating system for companies. provisioning. but they cannot put the responsibility on the user to make sure the policies are followed. support and so on. security is more important than ever. spend and suppliers. Veliq: Our enterprise customers request a solution that is multiplatform. Sybase: What strategies are you recommending to enterprises to help them become mobile? Orange: First. And the third is keeping their mobile solutions simple. The second is dealing effectively with employees bringing in their own devices. Second. Limited MDM functionality on these systems and decreased interest in Windows Mobile has left the market in limbo. Apple and Google introduced a whole new approach to operating mobile phones. secure and manageable at a low cost. end users and business owners. get prepared: Customers must understand and know contracts. A mobile device management [MDM] tool is essential for a company that wishes to secure its smartphones while providing reliable security and management. customers expect the same level of functionality and security that they once got on Windows Mobile on iPhone and Android devices. SmartPhones Telecom AS Veliq: The first challenge is their lack of a mobility strategy. MOBILE ECOSYSTEM @ WORK able to manage the full life cycle of a fleet management service. consulting and service integration. but they cannot put the responsibility on the user to make sure the policies are followed. budgets. device management. scalable and self-service and that can satisfy the needs of the three key mobility stakeholders: the IT department. take control of spend and policies by simplifying contracts and leveraging buying enterprise mobility GUiDe n 71 . They must also look at how the business will develop internally and externally and what kind of applications and security tools are needed.
Finally. or would it make better business sense to rely on a mobility partner and go for a proven. applications and security. support and secure all employees’ mobile devices. network access restrictions. SmartPhones Telecom: Roughly 50 percent of our customers prefer hosted over in-house. Most of our customers have compliance mandates that have strict enforcement guidelines. Larger companies used to prefer in-house solutions. are the features they most often request. and we expect this market to grow rapidly over the next couple of years. device feature disablement.“Our customers require their hosted security to be as secure as internally deployed security. Partner. Mobility Architects 72 n sybAse 2011 . Remote wipe. Device security policy enforcement.” —Søren Linde. such as device power-on password policy enforcement. pay-as-you-go solution from the cloud? “We are currently assisting a number of customers on how to establish a device management service offering. data encryption. Veliq: Enterprises should dare to wonder whether they want to own mobility solutions or just use solutions. get ambitious: Have clear policies for mobile usage and a development plan for mobile services. power-on password and encryption of all data. They should assess solutions that can remotely manage. They should ask themselves: Will I be able to keep up the necessary investments of a hyperdynamic marketplace. Mobility Architects: When comparing hosted and in-house solutions. Most of our customers have compliance mandates that have strict enforcement guidelines. President.” —Jeff Pack. white-listing email access and remote wipe are some of the security policies that are important to our enterprise customers. but this is starting to change. RemoteRelief Sybase: Do your customers view hosted security as secure as an in-house solution? Which hosted security features are most important to your customers? RemoteRelief: Our customers require their hosted security to be as secure as internally deployed security. customers will always find hosted security on par with power by working with international partners. including the memory card.
Sybase: What expectations do you have for managed services? “Our goal is to create a broad and flexible managed mobility portfolio covering devices. Orange Business Services Since it’s a growth area. Sybase: Describe the typical enterprise using managed services today. MOBILE ECOSYSTEM @ WORK in-house. expense management.” —Jorge Chauca. Mobility Architects: With the introduction of technologies to support several customers in one hosted device management environment. The managed operation is provided to customers that have thousands of users in global enterprises as well as a few hundred users supporting a local business. n enterprise mobility GUiDe n 73 . We are currently assisting a number of customers on how to establish a device management service offering. expense management. applications and help desk. It helps to remember that the device management platform does not carry any corporate data and can thus easily be separated from the corporate network. RemoteRelief: Our managed services customers include recognized brand-name chain store retailers. iOS. Marketing Solutions Manager. beverage distributors. Our goal is to create a broad and flexible managed mobility portfolio covering devices. Mobile devices retrieve information from the corporate network while device security is controlled by the service provider. pharmaceuticals. and we expect this market to grow rapidly over the next couple of years. government and other service providers. grocery. challenges and needs in mobility. convenience store retailers. applications and help desk. We’ve invested in developer skills on Windows Mobile. Customers vary in size from small deployments of fewer than 50 remote devices to more than 2. Symbian and BlackBerry. Orange: Our market view is that each customer has a unique set of issues. Android. sourcing. service providers and telcos are now looking into offering low-cost hosted MDM to the mid-market. sourcing. what initiatives do you have under way to increase your market share? SmartPhones Telecom: We have started to develop mobile application offerings in addition to our MDM solution.500 devices. Mobility Architects: The demand seems to be independent of the size of operation.
companies that have high morale find it easier to recruit and retain high-value employees. Controlling security and management effort are critical to success. followed by one prescription to help your mobile strategy be a success. The revenue upside from improved data efficiency is eye-popping. a 10 percent improvement in data intelligence and accessibility can bring $17 million in new product revenue and $14. but first you must understand what you’re up against. Here are the five common challenges facing the mobile enterprise. IT is correct to have concerns. SAP enterprise mobility GUiDe n 75 .7 million in new customer revenue for a typical Fortune 1000 company. Dan Mahowald Vice President of Mobility.MOBILE ENTERPRISE BEST PRACTICES IT shakes a costs-center heritage by mixing technology and business in the mobile enterprise. Protecting the ROI Mobile devices can transform almost any business for the better. Increased productivity across the organization leads to higher revenues and happier employees. According to a 2010 study from the University of Texas at Austin. of course. Yet. Each platform supported and application deployed has the potential to increase IT’s burden exponentially. And.
The revenue upside from improved data efficiency is eye-popping.
Securing data. Mobile security fears plague CIOs. Eight out of 10 CIOs report that data breeches are their top security concern and say smartphones increase their organizational vulnerability, according to a 2010 report by Ovum. Their concerns generally fall into two categories:
feature update, you need a way to dispatch these deployments remotely. Remote deployment capabilities can result in excellent cost efficiency and peace of mind. Keeping maintenance costs low. The total cost of ownership (TCO) of an application continues long after deployment. You must have a plan to prevent labor costs from spiraling out of control. A good plan includes remote access for IT to the entire mobile ecosystem, regardless of the device platform. This way, all devices can be kept up-to-date and in compliance without needing to be handled directly by IT personnel. Point solutions frequently are limited in their management capabilities and are difficult or impossible to scale, especially when adding new device platforms. Integrating on the back end. When you roll out a new mobile application, seamless integration with the desktop version is mandatory. Composite applications that gather data from multiple sources are becoming common. In fact, integration across a variety of enterprise applications and data stores can provide the best return on investment. Integration can be expensive, so guard against development shortcuts that create
Interception of data in transit Physical retrieval of data from a lost or stolen device
Organizations need cost-effective solutions that are unobtrusive to users. Point solutions provided by enterprise application vendors can be effective, but they tend to fail at sequestering and controlling data once it reaches the end user’s device. Supporting multiple devices. The days when companies could standardize on the BlackBerry and ignore other platforms are coming to a close. Organizations must plan to support all of today’s major device platforms as well as the technologies that have made each platform a consumer success. Also, you should watch trends carefully to make sure you aren’t caught off guard when platforms surge or wane in popularity. Simplifying deployments. There is little benefit in developing a mobile solution that cannot be distributed quickly to end users. Whether it’s the initial installation of a mobile application or a
MOBILE ENTERPRISE BEST PRACTICES
Mobile Operating Systems at Work
53% Support multiple mobile OSes 10% Support one single mobile OS 37% Support one single mobile OS today but have plans to support multiple OSes in the future
Base: 30 senior IT managers involved in mobile device management and security in public and private ornanizations in the U.S. and Western Europe
Source: Forrester Consulting, commissioned by Sybase, U.S. and Western European phone survey, February and March 2009
OS Diversity: A growing number of organizations are responding to demands for a more inclusive mobile OS support strategy. data silos. Insist on solutions that make integration fast and easy for the long term.
n n n n
Benefits of a Mobile Management Platform
A mobility management platform provides a comprehensive understanding of back-end systems, applications and mobile devices. And it imposes security and pain-free management. In short, a mobile management platform can address all the critical challenges facing the mobile enterprise by providing the following:
Easy integration with a variety of enterprise applications and databases Proven, remote device management functionality, including remote data wipe On-device and in-transit data security Feature-rich, embeddable and zero-maintenance database management and data movement technologies
The problems are significant, but an integrated solution is simple and comprehensive. Applicationindependent management and security should be welcome and familiar to IT managers. n Dan Mahowald is the vice president of mobility for SAP Americas. He established and now leads the Mobility Center of Excellence. He also works with SAP’s Mobility Development organization and the SAP Americas executive team to formulate the strategy and overall plan for mobility.
Broad device, operating system (OS) and application support Central management console
enterprise mobility GUiDe
U.S. AIR FORCE CASE STUDY
U.S. Air Force keeps troops combat ready by improving supply-chain and logistics processes.
Throughout history armies have struggled to feed their soldiers and deliver supplies while waging war. Today’s modern warfare is no different. With multiple fronts and thousands of soldiers in the mix, managing stockpiles is a necessity for survival.
Airmen in the United States Air Force (USAF) go where the fight is, and battlefields are usually inhospitable for a hard-line or even wireless connection. The USAF therefore requires a mobile computing and architecture solution that can meet these requirements and adhere to the strict U.S. Department of Defense security standards and standardized Air Force Automatic Identification Technology (AIT), all while operating without the safety net of a reliable wireless network. The Air Force AIT provides an accurate and efficient means to track and account for goods. For some time, AIT has used technology such as linear bar codes, two-dimensional bar codes and Radio Frequency Identification (RFID) to do so. Air Force AIT capabilities are tied to specific logistics systems. These custom applications are expensive to develop as well as to maintain. The disparate systems mean that hardware dedicated to one system may not be available
elsewhere. For the airmen on the ground, finding the right propeller blade or meals ready to eat (MRE) means switching between hardware and interfaces, all while relying on wireless connections that may be intermittent at best. To coordinate these myriad Air Force AIT capabilities used by logistics applications, the U.S. Air Force began to develop the Enterprise Data Collection Layer (EDCL), a collection of commercial software applications that would serve as a centralized data collection transformation layer. After an extensive search and testing period, the selected Sybase mobile platform to serve as the software synchronization foundation for mobile computing in the EDCL.
Setting a New Standard
The EDCL solution ensures that the interface and mobile
MOBILE ENTERPRISE BEST PRACTICES With potentially over 15. The mobile computing capabilities also require fail-safe mobile security. The EDCL effectively collapses the supply chain by offering better visibility to the user through AIT capabilities. architecture remain the same regardless of what hardware or device is used. as it uses out-of-the-box functionality. that is the case with the EDCL. the project was accredited by the Department of Defense.000 different handheld and laptop devices in use throughout the USAF. These capabilities allow airmen to concentrate on developing the business logic and processes of their mobile applications without worrying about hardware integration. n enterprise mobility GUiDe n 79 . By standardizing the architecture and how applications are delivered.S. Therefore the EDCL mobile computing and enterprise architecture ensures that the collection of data occurs as close to the point of data collection as possible. sparking the interest of other branches of the U.000 different handheld and laptop devices in use throughout the USAF. With potentially over 15. The collection of all supply-chain data into a single database means that airmen can focus on business intelligence applications. Armed Forces. The ability to “move data to the sand” and minimize the work required to log it increases the time airmen have to accomplish more critical tasks. not data entry or management. especially for the military where security and functionality standards are paramount. allowing for more educated decisions about how to expedite requisitions. or application and data synchronization that must span security layers. However. it is an astounding feat to enable all to record supply chain data simultaneously. It is a rare case when a product requires no customization. network connectivity. it is an astounding feat to enable all to record supply chain data simultaneously. The EDCL system architects have effectively created a solution that enables them to stay on top of the latest versions of each aspect of the implementation phase with ease. and keeping sustainment costs low. and data is easily transferred between users.
who is using them and for what purpose. according to a survey by Forrester Research. Joe Owen. an SAP Company enterprise mobility GUiDe n 81 . Mobile devices are an easy target. As more employees bring their own devices to the office. CIOs are right to be concerned.000 unauthorized devices on its network during an audit.MOBILE ENTERPRISE BEST PRACTICES Smartphones and tablets are becoming more prevalent in the enterprise. Any sensitive data that resides on a lost device is accessible to whoever finds it. Such unauthorized devices are a potential source of viruses or other malware and must be identified. Mobile Lockdown Forty-three percent—that’s how many IT executives are worried about the security implications of supporting smartphones inside their enterprise. mobile technology comes with more than its share of security risks. One Sybase customer was shocked to find more than 1. Phones disappear frequently. Sybase. And there are other issues as well: Virtual offices and telecommuting arrangements make it difficult to implement user group policies. IT has a new headache: Departments need to keep close account of these devices. Vice President of Engineering. Don’t let them be a security hazard.
82 n sybAse 2011 . it can wipe the enterprise data from that person’s device while leaving personal data unaffected.Checklist for a New Mobile Security Strategy Here are four questions every organization should ask before allowing personal devices into the enterprise: n How do I deny access to unauthorized users? robust firewalls. you must be able to lock and wipe the device remotely. As IDC observed: “Even companies that are aware of the danger and are looking to secure mobile devices may lack solutions to address the issue. A mobile governance policy is a good place to start. many organizations will struggle to ramp up security in kind. remote wipe lets you permanently erase stored data. n What’s my plan if a personal device gets lost or stolen? passwords aren’t enough. the trick will be finding just the right balance: maintaining the integrity and security of the network without creating irritating hurdles for end users. Making Mobile Security Priority No. such as how often users must change their passwords and what software must be installed on each device. When an employee leaves. For those who would rather not pay such a dear price. mobile management systems can automate enforcement. which is useful if there’s a good chance it will turn up again. if it’s gone for good. This policy codifies rules and regulations. In their rush to address the incredible demand for mobile applications. this capability protects the organization without inconveniencing the user. It provides the framework to secure both network traffic and sensitive internal data. the first lets you “freeze” a device. n How do I keep prying eyes away from confidential files? Use mobility management software to encrypt enterprise data. user authentication and password updates. n How do I remove corporate data from a personal device whose owner is leaving the company? management tools can be used to segregate enterprise and personal data. both as it is transmitted and when it is “at rest” in the device’s memory. 1 require employees to set a strong password on their mobile device and to change it every three to six months.” Companies can slow down their mobile adoption—but they risk losing loyal customers and ceding their position in the competitive marketplace.
This comprehensive. degree in computer science from the Georgia Institute of Technology’s School of Information and Computer Science. including call filtering Remote delivery of security patch updates Over-the-air encryption The Merits of a Platform Approach Fortunately. n n n On-device password and data encryption Remote device kill and data deletion for lost or stolen devices Antivirus and firewall protection for handheld devices. They lack support for either a broad variety of mobile devices or rich features such as data segmentation that help organizations tackle the true pain points of mobile computing.” says a Forrester Research report.” Not only that. a proven mobility management platform excels at solving these problems without overtaxing IT resources—even at companies experiencing fast smartphone growth. an SAP Company. but the right mobile management platform should ensure regulatory compliance and meet the highest standards of security governance while still giving enough flexibility to employees to be productive with their smartphones and tablets. It will lighten the support burden on IT professionals and afford them more time to work on strategic projects. “A comprehensive mobile enterprise mobility GUiDe n 83 . Owen earned a B. balanced approach is exactly what most mobile enterprises need. n As vice president of engineering for Sybase. Joe Owen is responsible for product strategy and R&D efforts for the company’s mobile management and security products. device management and security solution should be at the heart of any business’ mobile strategy. “Investments in mobile device management solutions will have an immediate impact on the mobile operations of the business.S. not just keep the lights on. The mobile security workload typically includes the following: n n One Sybase customer was shocked to find more than 1. product technology operations. Neither traditional software management suites nor narrow point solutions are up to the task.000 unauthorized devices on its network during an audit.MOBILE ENTERPRISE BEST PRACTICES But governance does nothing to abate the growing burden on resource-challenged IT departments to administer mobile devices. Industry analysts support this view.
patient or bank information on their laptops or smartphones. though. than mobile device usage. Or they might attempt to prevent mobile devices from accessing this data. IT needs a contingency plan to erase data that should 84 n sybAse 2011 . Like it or not. many of the industries with the biggest regulatory hurdles are the very ones with the most to gain from mobility. Jeff Pack President. That figure is roughly double in the United States. such field workers require uninterrupted access to mobile data. Take utility companies. according to a worldwide report published in 2010 by the Ponemon Institute. As a result. Yet utilities operate under a host of rigorous federal regulations and the threat of fines of up to $1 million per violation. RemoteRelief Giving Up on Prohibition Companies typically enact stringent user polices that prohibit employees from storing customer. per day. or faster.4 million. But it can be particularly troublesome for organizations in highly regulated industries. A data breach costs a company an average of $3. Mobile computing has inherent security risks.Can Compliance and Mobility Commingle? For organizations in highly regulated industries. Realistically. with their meter readers and other mobile workers. And 32 percent of breaches involved lost or stolen laptops or other mobile data-bearing devices—a number that is surely growing as fast. Careless or rushed employees also circumvent prohibitions against storing data on their mobile devices. When armed with rugged mobile devices. regulators are responding to mobile adoption by continuing to tighten the security screws. As luck would have it. That puts IT in the hot seat. employees often need to access this businesscritical data from their mobile devices. the juxtaposition of security mandates and mobile devices jangles nerves.
n Jeff Pack currently is president of RemoteRelief. Remote wipe: Administrators can clear all data and settings on a lost or stolen smartphone or tablet. implementation and hosting services. step a company can take. music or games. But that is no substitute for technology. enterprise mobility GUiDe n 85 . User access rights and security policies: IT can finely control exactly what data users can access with their mobile devices. n Educating employees about mobile security is the first. Network filters: A filter collects data and analyzes it so IT can evaluate personal mobile devices coming into the network. and most important. separating them from personal photos. consider tools that let you satisfy regulators— and your employees.. He is a 1985 graduate of Appalachian State University with a Bachelor of Science degree in computer science. Remote data fading: Administrators can automatically wipe out data on a mobile device if it has been lost.MOBILE ENTERPRISE BEST PRACTICES never have been stored on the devices in the first place. a security breach or compliance violation can be a financially devastating event. configure user smartphones and update applications remotely from a central platform. A Better Way For companies in regulated industries. Over-the-air data encryption: Data exchange is fully protected using Secure Sockets Layer (SSL). Over-the-air provisioning: Administrators can set policies. But a blanket moratorium on mobile data access is unfeasible at best and strategically ruinous at worst. stolen or inactive. Instead. Remote control capability: Administrators can take control of the mobile device. IT needs robust security tools that can remotely encrypt and manage data and access rights on any device that attempts to connect to the network. a Sybase partner providing mobile device management consulting. Full disk encryption: This makes it nearly impossible for anyone without authorization to read private data on a mobile device. One option is to monitor who is attempting access and to block access unless a device management client is installed on the device. control and erase corporate data and applications. Separation of personal and enterprise information: IT should be able to secure. These 10 mobile security features can help keep companies in compliance: n n n n n n n n n Enforced authentication: Users must enter a password when the device is cycled on. Pack has more than 20 years of remote systems management experience across a broad spectrum of businesses and device platforms. Inc.
as with any paper-based system that requires re-entry into a computer system. Kentucky. Device configurations would have to be monitored and maintained. Of course.KINDRED HEALTHCARE CASE STUDY Getting Physical Kindred Healthcare improves operational efficiencies and revenue management with more accurate billing and reporting. The contract rehabilitation services business— Peoplefirst—is the nation’s second largest contract therapy company.” Point-of-Care Mobile was developed to run on HP iPAQ Windows Mobile devices and to connect wirelessly with the company’s centralized database in Louisville. the therapists (or a secretary) had to spend an hour at the end of each day at a desktop PC keying their handwritten patient treatment notes—patients seen. which is what the therapists used to enter their handwritten information. and other treatment-related information—into the company’s centralized billing system. software updates distributed. we eliminated that intermediate step. nursing centers and a contract rehabilitation services business across the United States. time spent with each patient. project manager for Peoplefirst. “We created a custom application called Point-of-Care Mobile. “We’d had an application called Point-of-Care that ran on desktop PCs. Kindred Healthcare. treatment codes required for billing purposes routinely updated. 86 n sybAse 2011 . errors were inevitable. By mobilizing this application. Peoplefirst decided to develop and deploy a mobile system to replace pen and paper. Inc. security policies enforced. Additionally. Building a Healthy System To improve the quality of care delivered to patients. Historically. employing over 8.. The time spent keying information into the system was time that could have been better spent working with patients. the device management solution had to be proven and reliable.” explains Keith Bickett. enhance its therapists’ productivity and increase the accuracy of the patient data required for billing and other purposes. is a healthcare services company that through its subsidiaries operates hospitals. patient data securely synchronized and more.000 individuals the majority of whom work directly with patients at over 600 locations across the country.
and meet compliance requirements more efficiently and effectively. A typical sync session lasts about 90 seconds.” “In addition. somewhat unexpected benefits. Software updates can be pushed to the therapists’ devices as required. n enterprise mobility GUiDe n 87 .” Bickett continues.” Point-of-Care Mobile has produced additional. “Moving from paper to Point-of-Care-Mobile has produced important benefits for Peoplefirst and for our patients. “the information we capture now is more timely and accurate. This allows them to treat more patients and/or spend more time with each patient. which allows us to generate more accurate invoices and improve our cash flow. The use of this mobile solution has helped Peoplefirst secure rehabilitation contracts from healthcare facilities impressed by its efficiency and accuracy compared to the paper processes still used by many other rehabilitation businesses. “The most important benefit is that our mobile system has eliminated the need for therapists to spend hours each week re-entering their timekeeping and treatment information into desktop PCs for transmission to our centralized systems. Peoplefirst The Point-of-Care Mobile system consists of HP iPAQ devices running the Windows Mobile operating system. Therapists sync their devices twice a day—in the morning to get their treatment schedules and at the end of the day to transmit their timekeeping and treatment code information.” says Bickett. Management also benefits by being able to view information in near real time. which is critical when your focus is producing the best possible clinical outcomes. Project Manager.MOBILE ENTERPRISE BEST PRACTICES “The most important benefit is that our mobile system has eliminated the need for therapists to spend hours each week re-entering their timekeeping and treatment information into desktop PCs for transmission to our centralized systems. which allows them to optimize scheduling. monitor treatment plans and progress. And the solution has proven to be a valuable recruiting advantage in the competition for the finite pool of therapy graduates each year. Also running on the devices are the Point-of-Care custom application and the Afaria client software.” —Keith Bickett.
” says Kang. supermarkets and other retail outlets across this geographic territory using a direct-to-store delivery system (DSD) that is operated by more than 450 independent sales distributors. pies. “What we wanted to do. “The old mobile platform that our distributors used. the distributors would pull outdated products from the shelves. director of applications at Tasty Baking Company. They would deliver the signed forms to Tasty Baking Company when they returned to the company depot. Our vision was an application that would automate delivery and documentation processes and improve synchronization with our back-office systems to help distributors increase the efficiency of their daily runs and maximize their profitability. determine restock requirements. the distributors would transmit the store-by-store product delivery information in the form of text files sent by the handheld devices they were using at the time. “was strictly transactional and text based.” At some point during the day. Company staff then had to scan these tickets into its record retention system as proof of delivery. As they made their rounds to the numerous outlets on their routes. easier direct-to-store delivery helps Tasty Baking savor more profits. cookies and donuts.” Choosing Key Technologies Tasty Baking Company then turned to an outside software application vendor to help them create the new Route DSD 88 n sybAse 2011 . go back out to their trucks to get those products and then wait until a manager was free to count and verify the delivery by signing a paper form. The company distributes its products to convenience stores. “was to create an application for our sales distributors that would help them run their businesses more efficiently and more profitably.” explains Chan Kang. Tasty Baking Company is one of the country’s leading bakers of snack cakes.TASTY BAKING COMPANY CASE STUDY The Sweet Smell of Success Faster.
Scan-based trading is a distribution and sales system in which products (in this case Tastykakes) delivered to a store are not property of the store. we knew we couldn’t do it ourselves. Instead. This alleviates the need for the distributors to mail in or deliver the tickets to Tasty Baking Company. and only at that point. our distributors can just walk in the front door of the retail establishment. Tasty Baking Company application. The digital signatures are then electronically transmitted to Tasty Baking Company as proof of delivery. “is that they don’t have to go to the receiving area and get checked-in. “The benefit to our sales distributors. At that point.MOBILE ENTERPRISE BEST PRACTICES “We’re a bakery. The products that are delivered to a supermarket or convenience store and merchandised on the shelves by the independent distributors remain the property of the distributors until they are sold and scanned by the store’s register.” n enterprise mobility GUiDe n 89 . The stores also like the increased efficiency. the Sybase iAnywhere-powered Route DSD application is enabling Tasty Baking Company and its distributors to move to an even more efficient distribution and sales model called scan-based trading. not a software development company so when we wanted to improve this new Route DSD application. The new application also includes signature capture functionality. wait while the products are counted and continue to wait until a manager signs various forms acknowledging receipt. The Route DSD application was installed on Symbol 9090 handheld devices that were issued to the distributors. is the transaction reported and the store invoiced for the products. do what they have to do as far as merchandising the shelves and then leave.” explains Kang.” —Chan Kang. which can be quite timeconsuming when stores are busy. which allows the distributors to capture the store managers’ or receivers’ signatures digitally in the application and incorporate them into the printed delivery tickets. Director of Applications. These devices are equipped with barcode scanners that enable distributors to quickly and accurately capture data on product being removed from the shelves and product being delivered. While this functionality is very useful.
encrypts devices and data cards. delivers firewall and antivirus capabilities to devices and introduces mobile virtual private networks (VPNs) Mobile device management: Identifies what applications and software are allowed on devices. even Fortune 500 companies find themselves unable to support desired mobile services—that is. Sybase iAnywhere creates policies across devices or for individual users and implements mobile policies Application management: Deploys new applications. But limited budgets and increasing mobility business needs aren’t condemned to clash. Some of the great reasons to use managed mobility include: n n Easy adoption and integration with back-end systems Low barrier to entry. unless they divert IT resources from elsewhere. mobile-specific security risks make enterprise mobility easier said than done. Examples of managed mobility services include the following: n Terry Stepien President. Choosing a managed mobility offering from a trusted partner with years of mobile expertise can make it possible for organizations to mobilize aggressively without adding risk and IT burden. immediacy and outsourced complexity. Rapid consumer uptake of smartphones and tablets makes swift adoption of mobile technology the right thing to do. no capital outlay for infrastructure 90 n sybAse 2011 . volatility in OS market dominance and new. With today’s ultra-tight budgets. While managed mobility can take many forms.Mobility from a Cloud Need mobility now? Cloud services are a fast. pushes software and applications to devices. However. enhances existing applications and mobilizes business processes and desktop applications n n Mobile security: Enforces personal identification number (PIN) code access. low-cost path to mobilizing the enterprise. Many companies are striking the right balance with a different model: managed mobility. the common denominator is similar to other hosted services delivered in the cloud: value. sets lock/wipe policies.
low cost and minimal risk of deployment failure. low cost and minimal risk of deployment failure. ease of use and integration. To get started. n n n n So Simple to Start Core IT pillars such as applications. A 2009 survey by VDC Research Group found that the typical enterprise expected to realize 10 to 30 percent cost savings and a reduction in IT staff as a result of choosing a hosted managed mobility solution. in one stroke. you can dispatch most of your enterprise mobility GUiDe n 91 .000 customer sites worldwide rely on Sybase iAnywhere to power solutions that help to improve productivity. expense management or provisioning systems. managed mobility. becoming the market leader in mobile database technology for the past six years and the leading provider of mobile middleware solutions. More than 8 million users at 12. security and manageability. if needed. Like software as a service (SaaS) before it. streamline operations and create new revenue sources. With its excellent scalability. including broad device support. You can leverage the investment even further by integrating billing. The company has experienced rapid growth under Stepien’s leadership. managed mobility offers enterprises agility. Terry Stepien plays an integral role in establishing the company as the premier provider of mobile enterprise solutions. You can get all the benefits of a fully mobilized workforce almost immediately. Easy maintenance and operation Low total cost of ownership (TCO) Improved mobile worker productivity Improved real-time decision making to-do list. n As president of Sybase iAnywhere. infrastructure and telecom have all been successfully delivered through the cloud. managed mobility offers enterprises agility. That’s paved the way for mobile as well. More importantly. managed mobility may be the best possible choice for enterprises that need secure.MOBILE ENTERPRISE BEST PRACTICES Like software as a service (SaaS) before it. all you need is a Web browser and a very modest investment in shared infrastructure.
we wanted to do all 92 n sybAse 2011 . “we decided we wanted to solve three issues with MobiDM. MobiDM morphs SaaS into MaaS. robust and scalable mobile device management product to power our MobiDM offering. a Netherlands-based mobile software development company. MobiDM envisioned a mobility management platform with a Web portal interface that would utilize a SaaS delivery model and be as easy to use as a typical electronic banking solution while providing a clear. manage. MobiDM. And finally. we wanted the solution to provide easy-to-use.” In conceptualizing this managed solution. multiple device support and the scalability to support the ever growing number of devices in use in today’s enterprises. over-the-air software distribution and application and data updates. maintain and secure mobile devices over any wireless connection from a central console. predictable cost of ownership.” says Bausch.MOBIDM CASE STUDY Mobility Service Call Companies opt for managed services to decrease up-front investment and maintenance costs.” says Alex Bausch. “Because we knew how critical that would be to our success. This solution enables organizations to provision. of this without requiring an up-front investment by our customers. transparent functionality to enable enforcement of security policies. we researched a dozen different options. monitor. We also needed the solution to provide device configuration monitoring and enforcement. First. responded to the growing need among organizations to manage and secure the broad range of mobile devices being used by employees in the enterprise by developing a software-as-a-service (SaaS) device management solution. “We knew from the start that we needed a proven. CEO of the company behind MobiDM. we wanted to develop a solution that would not burden customers or require them to hire employees to manage the management solution. This exhaustive research led us to the conclusion that only Afaria from Sybase iAnywhere could Solving Three Problems “As we thought about this. Second.
In MobiDM we found the solution. the ability to seize opportunities where and when they present themselves and to strengthen relationships with customers and business partners. MobiDM is able to upgrade the solution frequently to support new devices and deliver additional functionality such as telecom expense management and the scheduled delivery of audio and video files to users’ smartphones. improved data collection and accuracy. including increased employee productivity.” says Bausch. comments. which requires no up-front investment or any maintenance on our part. MobiDM established a relationship with Sybase iAnywhere in which the two companies collaborated in the development process. “Organizations have embraced mobile technology because it delivers clear and compelling benefits. management and security over all their smartphones out in the field. including the settings of mobile connectivity from the smartphones to the ICT environment. the multi-platform support and the ability to mesh well with our SaaS strategy that we required. a Dutch health-insurance company.” Edwin Pastoors. “MobiDM is a vital part of our Windows Mobile E-mail proposition—a SaaS solution aimed at our enterprise customers.” Beyond selecting Afaria as the mobile device management and security solution to power its managed solution. We were also attracted by the company’s business model. “We were looking for a solution to secure and manage our smartphones. reduced operational costs. The company’s user base is growing at a rate of about a thousand new devices each month.” “I believe that our success is due largely to the fact that we are meeting a very pressing need. product portfolio marketeer at Vodafone Netherlands says. MobiDM gives us the opportunity to offer our customers control. MobiDM supports the productivity of the mobile employees for an attractive cost per month. robust and scalable mobile device management product to power our MobiDM offering.” n enterprise mobility GUiDe n 93 . data and telecom manager of ONVZ. The software has minimum impact on the device performance and is very user friendly. MobiDM deliver the range of functionality.MOBILE ENTERPRISE BEST PRACTICES “We knew from the start that we needed a proven. Eric van Daatselaar. We are very satisfied with the service.” —Alex Bausch. Director.
delighting end users and creating the blueprint for a successful tablet that had eluded the industry for more than two decades. and the company proved the skeptics wrong with its hit iPad. packaged mobile business applications should emerge en masse. Stan Stadelman Mobility Product Manager. If 2009 was the Year of the App Store. an SAP Company and not all are games. Sybase.Employees Are Changing the Speed of Business Market research highlights mobile activity in 2010 and trends to watch in 2011. expected in early 2011. Research In Motion (RIM) responded to excitement around the tablet in the enterprise by demoing the Flash-friendly Playbook. a huge vacuum for serious business applications remains. Moreover. and this year. in addition to custom mobile business applications. vendors will start to treat mobile applications as 94 n SYBASE 2011 . Nearly half a million mobile applications have been written since the launch of the App Store. Apple continued to improve iPhone. however. The ranks of mobile developers have grown considerably. The Android platform joined the ranks of the fastest-growing technology platforms ever on the devices of HTC. So what will 2011 bring? Now that the devices are in place. Smartphones— already mainstream among consumers— diversified. Samsung and Sony Ericsson. IT organizations. operators and application vendors themselves—have steadily built their mobile developer corps. Enterprise mobile application suppliers— systems integrators. then 2010 was the Year of the Device. Motorola.
EntErpriSE moBilitY GUiDE n 95 . Finally. n Stan Stadelman is a mobility product manager with Sybase. September 3. Insights for CIOs: Make Mobility Standard Business Practice. competitive differentiation and processes.com/threecuts. Their scale will enable ecosystem partners— previously fragmented—to build off core technologies and focus on innovation. which will continue in 2011. During 2011. He is an Objective-C programmer and publishes a blog on mobile.sybase. a core offering. focusing on mobile application tooling and the Sybase Unwired Platform developer community. 1 benefit reported by organizations that have deployed mobile applications is increased worker productivity. productivity will increase across all businesses and departments as they purchase the mobile applications that connect employees to their work—and watch the employees change the speed of business.MARKET DATA Will the Expanding Use of Mobility Technologies Be aWill the Expanding Use of Mobility Technologies Top Priority? be a Top Priority? Critical priority High priority Low priority Not on our agenda 0% 6% 5% 10% 16% 46% 31% 15% 20% 25% 30% 35% 40% 45% 50% Base: 2. 2010 Mobility Is a Top Priority: Nearly two-thirds of IT decision-makers report that expanding uses of mobility technologies for employees and customers will be a “High” or “Critical” priority during the next 12 months. social and emerging platforms at blogs. This activity will result in the diversification of enterprise mobile apps— from form into function—the real maturation of the space.803 IT decision-makers Source: Forrester Research. rather than a fringe add-on. the No.
Mobility 2011 Survey Platform Demands Continue to Increase: Among enterprise organizations. Support for Multiple Platforms Four or more Three Two One None 0% 1.000 10% 15% 20% 25% 30% 35% Base: 317 IT decision-makers Source: Computerworld.Changes to Mobile Solutions Budget Budget Changes to Mobile Solutions Increase 65% Decrease No change 0% 5% 29% 10% 20% 30% 40% 50% 60% 70% Enterprise mobile solutions account for nearly one-fifth of the 2010 IT budget Base: 317 IT decision-makers Source: Computerworld.000+ 4% 3% 18% 21% 15% Support for Multiple Platforms 24% 20% 24% 31% 30% 5% Less than 1. 96 n SYBASE 2011 . 45 percent now support three or more platforms and a remarkable 21 percent support four or more platforms. with an average increase of 10 percent. Mobility 2011 Survey Budgets Are Up: Nearly two-thirds of IT decision-makers report that their mobile solutions budget will increase during the next 12 months.
(Low Symbian responses are typical for the North American region.) EntErpriSE moBilitY GUiDE n 97 . It remains to be seen whether Microsoft—long the strong No. and they tend to be higher in other geographies. 2—will successfully make the transition from Windows Mobile OS to the new code base of Windows Phone.MARKET DATA What Smartphone Platforms Are Supported Within Your Workforce? What smartphone platforms are supported within your workforce? 59% 25% 31% 2% 4% 4% 17% 6% 15% 10% 14% 2% BlackBerry OS (n=181) Windows Mobile (n=181) iPhone (n=181) Symbian (n=181) Palm OS (n=181) Android (n=181) Other smartphone OS (n=54) Fully supported/corporate sanctioned Limited sanction/support for some users 25% 53% 43% 90% 8% 10% 5% 15% 12% 14% 77% 58% 100% Piloting/testing for corporate support Not corporate sanctioned/not supported Base: Asked to those who indicated having a workforce with smartphones Source: Yankee Group. N=205 Platforms Supported: RIM BlackBerry retains its dominant position in the enterprise while Apple iPhone and Google Android have captured nearly 100 percent of “new platform” gains since 2008.
Enterprise and SMB Networks and Telecommunications Survey. 98 n SYBASE 2011 . Support levels include mobile email.009 mobile technologies and services decision-makers at North American and European companies Source: Forrester Research. October 28. Q1 2010 Forrester Research. North America and Europe. 2010 Support for Personal Devices: More than 56 percent of firms currently provide some level of support to personally owned (individual-liable) mobile devices. and The Mobile Platform Wars Escalate.What Is Your Firm’s Official ITsupporting for Policy What is your firm’s official IT policy for Supportingpersonally owned mobile phones and smartphones? Personal Mobile Devices? Does not provide any support for personal devices Provides limited support to certain types of personal devices Provides limited support to all personal devices Supports certain types of personal devices IT supports all personal devices Our mobile policy prohibits use of personal devices for work We don’t have an official policy 3% 0% 5% 10% 15% 20% 25% 30% 35% 9% 12% 15% 14% 18% 29% 56% Base: 1. 2010. corporate applications. Managing Mobile Complexity. June 14. security and various levels of device management.
What Are the Reasons Tablets Organization Including Of Tablet Devices Such as iPad Are or Will Be Part as Part of Its Mobile Strategy? of Mobile Strategy? Certain applications or tasks are easier to use/accomplish on a larger tablet device Desire on the part of the business for employees to use the latest/greatest technology Pressure from employees requesting the use of tablet devices Other 8% 37% 48% 82% 0% Base: 192 qualified respondents 20% 40% 60% 80% 100% Source: CIO Strategy Forum Market Pulse. December 2010 Turning on Tablets: Enterprises can expect tablets to become much more prevalent. More than two-thirds of respondents said that tablet devices are or will be part of their organizations’ mobile strategies. EntErpriSE moBilitY GUiDE n 99 . Mobile Technology Strategy and Investments. December 2010 Tablets Make Work Easy: Organizations are choosing tablets primarily due to the ease of performing certain tasks on a larger mobile device. Why Is Your Those Who Responded Yes.MARKET DATA Will Tablet Devices Be Part of Your Mobile Strategy? as iPad Be Part of Mobile Strategy? Are or Will Tablet Devices Such 15% 18% Yes 67% No Don’t know Base: 192 qualified respondents Source: CIO Strategy Forum Market Pulse. Mobile Technology Strategy and Investments.
And UK Survey. who use a smartphone at least weekly for work Source: Forrester Research. 2010 IT Support for Smartphones: Even with the significant increase in IT support for personal devices. Enterprise Mobility Momentum Heats Up In 2010.Which of the Following Statements Describes the Smartphone You Use for Work? Which of the following statements describes the primary smartphone you use for work? 23% 34% It is a device my company issued to me 21% 22% It is a device I selected from my company’s approved/supported list and my company purchased It is a device I selected and purchased from my company’s approved/supported list It is a device I selected and purchased that my company hasn’t said it supports Base: 503 U.S. Canada. 23 percent of workers still report that the primary smartphone they selected and use for work at least weekly is unsupported by IT. information workers at companies with 100-plus employees. 100 n SYBASE 2011 . Canada and U. June 21..K. Workforce Technographics® US. Q3 2009 Forrester Research.
What Are Your Firm’s Plans to Adopt Mobile Applications?
Interested but no plans Expanding/upgrading implementation Implemented, not expanding Planning to implement in a year or more Planning to implement in the next 12 months Not interested 0% Base: 2,803 IT decision-makers 5% 12% 10% 15% 17% 16% 15% 15%
What Are Your Firm’s Plans to Adopt Mobile Applications?
Sources: Forrester Research, Insights for CIOs: Make Mobility Standard Business Practice Forrsights, Budgets and Priorities Tracker Survey, Q2, 2010
Mobile Applications Planned: In 2010, one-third of companies implemented and/or expanded their mobile application implementation. An additional 30 percent plan to implement mobile applications in the next 12 months or beyond.
EntErpriSE moBilitY GUiDE
Who Makes the Purchasing Decision?
Who Makes the Purchasing Decision?
Purchases made by business units/departments with input from IT
22% 21% 27% 37% 30% 27% 15% 16% 21% 20% 23% 18%
Purchases made solely by IT
Purchases made solely by individual business units/departments Purchases made by IT with input from business units/departments 0%
Mobile services (voice/data)
Mobile phones/smartphones (devices)
Base: 317 IT decision-makers
Source: Computerworld, Mobility 2011 Survey
Decision Making Shared: More than 70 percent of mobile application and mobile phone/ smartphone buying decisions are shared by business units/departments and IT.
What Are Your Firm’s Plans to Adopt What Are Your Applications? the Following Mobile Firm’s Mobilization Plans
For the Following Applications or Processes?
Email/messaging Personal information management (PIM)— calendar and contacts Instant messaging Enterprise telephony Customer relationship management (CRM) Sales force automation (SFA) Business intelligence (dashboards) Collaboration (wikis) Document management Enterprise resource management (ERP) Field force automation (FFA) Supply chain management Human resources (HR) Other
29% 29% 22% 22% 18% 15% 11% 11% 10% 4% 6% 35%
91% 93% 66% 51% 73%
40% 49% 43% 48%
20% 20% 23%
Currently mobilized and/or will be mobilized–next 12 months
Base: 192 qualified respondents
Source: CIO Strategy Forum Market Pulse, Mobile Technology Strategy and Investments, December 2010
Application Adoption: Business process mobile application adoption lags far behind email and calendaring in current implementations, and planned projects are customer-facing and business process-centric.
EntErpriSE moBilitY GUiDE
by Application (2010) Mobile sales force 12% 4% 37% Mobile workforce management 7% 3% 39% 47% 51% Mobile office 8% 7% 34% 51% Next-gen fleet management 10% 3% 33% 54% Very satisfied Satisfied Dissatisfied Neutral Source: Frost & Sullivan. Satisfaction by Application (2010) Premium Mobile Enterprise Application Market.S. Mobile Enterprise Application Market. S.U. Adoption of Premium Mobile Enterprise Applications—The U. Responses are similar even across different types of applications. 104 n SYBASE 2011 . Perspective in 2010 (9838-65) Satisfaction Is High: The vast majority of mobile enterprise application users are either “Very satisfied” or “Satisfied” with their mobile solutions.
MARKET DATA What Are the Three Primary Metrics Your Organization Uses to Measure the ROI What are the Three Primary Metrics your Organization Uses for Your Application? ROI for your Application? to Measure the Rank Mobile office 1 2 3 4 5 6 Increased user productivity Reduced paperwork Increased revenues Decreased expense Mobile workforce management Next-gen fleet management Mobile sales force automation Reduced paperwork Increased sales Increased customer satisfaction Faster overall sales process Increased sales visits Improved competitive advantage Increased Improved worker customer satisfaction response times Reduced labor expense Higher job completion rates Reduced paperwork More accurate billing Less employee overtime Higher job completion rates Increased Improved competitive Reduced customer satisfaction advantage paperwork Less employee overtime Improved field service Improved competitive response times advantage Source: Frost & Sullivan. EntErpriSE moBilitY GUiDE n 105 . Adoption of Premium Mobile Enterprise Applications—The U.S. Perspective in 2010 (9838-65) By the Numbers: Organizations are using return-on-investment metrics specific to the mobile application being deployed.
North America And Europe. and improvements in customer satisfaction. Insights For CIOs: Make Mobility Standard Business Practice. Enterprise And SMB Networks And Telecommunications Survey. 2010 Benefits Realized: Organizations that have deployed mobile applications report increases in worker productivity and efficiency. if any. Q1 2010 Forrester Research. 106 n SYBASE 2011 .247 network and telecom decision-makers Source: Forrester Research.What Benefits. Has Your Firm Experienced as a Result of Deploying What Benefits. Your Firm Experienced Mobile Applications? Has Mobile Applications? as a Result of Deploying Increased worker productivity Increased employee responsiveness and decision-making speed Resolved customer issues faster Resolved internal IT issues faster Improved customer satisfaction Reduced sales cycle time Reduced personnel costs Reduced fuel. gas or fleet maintenance cost Competitive differentiation Increased sales revenues Improved brand perception Reduced inventory costs 16% 16% 15% 14% 14% 10% 6% 42% 65% 48% 48% 75% 0% 10% 20% 30% 40% 50% 60% 70% 80% Base: 2. September 3. faster internal and customer-facing issue resolution. If Any.
009 North American and European enterprise and SMB network and telecom professionals Source: Forrester Research. Excluding Laptops? for Mobile 50% 40% 30% 20% 10% 0% 31% 27% 24% 22% 42% Custom applications developed by third party Develop in-house. Acquisition and Development Preferences: Custom-developed (third-party. although the number of packaged mobile enterprise applications is increasing—particularly as the major software suite vendors invest in their mobile offerings. How Does Your Firm Acquire and Develop Mobile Applications Excluding Laptops?Devices. systems integrators. in-house and mobile enterprise applications platform) applications still dominate the market for new applications. EntErpriSE moBilitY GUiDE n 107 . Q1 2010 NOTE: Respondents were permitted to select multiple options. Enterprise And SMB Networks And Telecommunications Survey. “homegrown. North America And Europe.MARKET DATA How Does Your Firm Acquire and Develop Mobile Applications for Mobile Devices.” or on purchased mobile middleware platform Purchase mobile applications from an application store Use mobile extension of existing packaged application from the vendor Purchase via a mobile service provider portal site Base: 1. and totals may not equal 100 percent.
Top Factors Firms Consider When Choosing Which Platforms to Top Factors Firms Consider When Choosing Target for Mobile Applications (Enterprise Mobile Applications Which Platforms to Target for Developers) (Enterprise Developers) Availability of tools Quality of developer program (specs. Volume 1. 108 n SYBASE 2011 . 2010 Platform Considerations: Enterprise mobile application developers are most concerned about tooling and developer support considerations when selecting which platforms to target— far more than about platform market share or current market excitement. tools) Executive mandate Platform familiarity Revenue potential Platform market share Integration with other corporate applications Go-to-market channels from device manufacturer Security Device uses a preferred technology Current market excitement about platform 0% 20% 40% 60% 80% 100% Source: Evans Data Corp. support. Mobile Development Survey.
Volume 1. and a maturing set of distribution channels have maintained focus on development for the native OS platforms. cross-platform support issues around Flash and Silverlight Web technologies. Native or Web? Native platforms account for more than 55 percent of mobile developers’ projects. performance demands.MARKET DATA Percentage of Mobile Programmers Focused on Developing for Native and Web Percentage of Mobile Programmers Focused on Developing for Native and Web 60% 50% 40% 30% 20% 10% 0% Native device applications Mobile Web applications 15% 30% 55% Mobilizing Web applications for a phone Source: Evans Data Corp—Mobile Development Survey. 2010. requirements for security and device/application management. EntErpriSE moBilitY GUiDE n 109 . Through 2010. availability of tools and standard developer support.
N=307 Customization Requirements: For those applications purchased as packaged mobile applications. Some customization required. around 70 percent require some level of customization—much of which is handled in-house. Between 11 percent and 17 percent of projects require significant customization. 110 n SYBASE 2011 . Mobile Enterprise Customization Approach Applications: Mobile sales force automation Next-gen fleet management Level of Customization Required and Customization Approach 30% 23% 29% 32% 31% 11% 11% 22% 6% 17% 4% 21% 6% 19% 4% 44% 34% Mobile workforce management Mobile office 10% 38% 7% 0% 20% 40% 60% 80% 100% Implemented out of box. required. handled in-house hired a third party to provide Significant customization required. or as extensions to existing packaged applications.Mobile Enterprise Applications: Level of Customization Required. no customization needed handled in-house Significant customization Some customization required. March 2010. hired a third party to provide Source: Frost & Sullivan Online Survey.
and they are expected to have a significant impact in enterprise mobile computing. field laptops and information-worker devices. 2010 Forecast: Connected Mobile Consumer Electronics. October 13. 2008–2014. 2010–2014Computing Platforms Unit Shipment Forecast. as they begin replacing some ruggedized devices.MARKET DATA Computing Platforms Unit Sales Forecast. September 24. EntErpriSE moBilitY GUiDE n 111 . 2010 Tablets Forecast: Smartphones will exceed the total number of desktop and mobile PC shipments by 2012. 3Q10 Update. Worldwide. All Countries (Annual Data). 2007–2014. Worldwide. 2010 Forecast: Mobile Communications Devices by Open Operating System. 2010–2014 1800 1600 1400 Millions of units 1200 1000 800 600 400 200 0 2010 2011 Smartphones 2012 Mobile PC 2013 Desktop PC 2014 Media tablets Sources: Gartner Forecast: PCs. August 30. Tablets will remain a small portion of the mobile computing platform.
Mobile Communications Devices by Open Operating System.Worldwide Mobile Communications Open OS Sales to End Users OS Forecast Worldwide Smartphone 900 800 700 600 500 400 300 200 100 0 2009 2010 CAGR 2010–2014 (%) Android (53%) Microsoft (28%) RIM (22%) Symbian (25%) iOS (33%) MeeGo (239%) Millions of units 2011 2012 2013 2014 Source: Roberta Cozza. Q3 2010 Update. 2007–2014. Gartner. 112 n SYBASE 2011 . August 30. Worldwide. 2010 Worldwide Mobile Communications Open OS Forecast: Google Android unit sales to end users surpassed Apple iOS in the first half of 2010 and RIM BlackBerry smartphone unit sales to end users in the third quarter of 2010. Unit sales are forecast to rival or exceed Symbian OS shipments by 2014.
Mobile Communications Devices by Open Operating System. August 30. 2007–2014. Worldwide. Gartner. Q3 2010 Update. 2010 EntErpriSE moBilitY GUiDE n 113 .MARKET DATA Regional Market Share and WesternOS Mobile North America Open Europe Communications Devices 100% North America 80% Regional Smartphone OS Market Share Forecast 60% 40% 20% 0% Android 2009 RIM 2010 iOS 2011 Microsoft 2012 Symbian 2013 MeeGo 2014 100% Western Europe 80% 60% 40% 20% 0% Android 2009 RIM 2010 iOS 2011 Microsoft 2012 Symbian 2013 MeeGo 2014 Bada Source: Roberta Cozza.
August 30. 2007–2014. 2010 114 n SYBASE 2011 . Q3 2010 Update. Mobile Communications Devices by Open Operating System. Gartner. Worldwide.Regional Market Share (-Japan) andOS Mobile Asia Pacific and China Open Latin America Communications Devices 100% Asia Pacific and China (-Japan) 80% Regional Smartphone OS Market Share Forecast 60% 40% 20% 0% Android 2009 RIM 2010 iOS 2011 Microsoft 2012 Symbian 2013 MeeGo 2014 Bada 100% Latin America 80% 60% 40% 20% 0% Android 2009 RIM 2010 iOS 2011 Microsoft 2012 Symbian 2013 MeeGo 2014 Bada Source: Roberta Cozza.
Q3 2010 Update. 2010 EntErpriSE moBilitY GUiDE n 115 . Mobile Communications Devices by Open Operating System. Worldwide. August 30. Gartner.MARKET DATA Regional Market Share Openand Japan Eastern Europe and MEA OS Mobile Communications Devices 100% Eastern Europe and Middle East and Africa 80% Regional Smartphone OS Market Share Forecast 60% 40% 20% 0% Android 2009 RIM 2010 iOS 2011 Microsoft 2012 Symbian 2013 MeeGo 2014 Bada 100% Japan 80% 60% 40% 20% 0% Android 2009 RIM 2010 iOS 2011 Microsoft 2012 Symbian 2013 Linux/LiMo 2014 Source: Roberta Cozza. 2007–2014.
Which of the Following Factors Generally Influence the Adoption of New Mobile Applications at Your Company? 70% 60% 50% 40% 30% 20% 10% 0% Cost savings Productivity concerns Employee requests or needs Competition 3% Other 63% 51% 50% 43% Base: Sample size of 250 companies with revenues upward of $100M surveyed across the United States and United Kingdom Source: Kelton Research. 116 n SYBASE 2011 . According to the IT managers surveyed. January 2011 Cost Savings: Saving money is the most popular reason for companies to deploy mobile apps. mobilizing the enterprise appears to be a fiscally sound strategy.
if Any. but some are struggling with security. EntErpriSE moBilitY GUiDE n 117 .MARKET DATA Which of the Following Factors. January 2011 Fear Factor: Enterprises continue to move forward with mobility. Have Ever Prevented Your Company From Adopting Mobile Applications? 80% 70% 60% 50% 40% 30% 20% 10% 0% 2% Security fears Cost concerns Lack of direct experience Other 25% 54% 75% 8% Nothing Base: Sample size of 250 companies with revenues upward of $100M surveyed across the United States and United Kingdom Source: Kelton Research.
For more information. special interest groups. Bluefin Solutions identifies business and technology trends. forums. Bluefin Solutions is a leading SAP business and technology consultancy with an established reputation for quality and excellence for its service. 31. technology and outsourcing expertise. creating sustainable value for clients and stakeholders.000 people serving clients in more than 120 countries.com The Enterprise Mobility Foundation (EMF) is an independent think tank committed to educating businesses on workforce mobility and the organization behind The Enterprise Mobility Forum—the fastest growing social network dedicated to enterprise mobility. and extensive research on the world’s most successful companies. Accenture collaborates with clients to help them become high-performance businesses and governments. technology services and outsourcing company. with approximately 204.and develops relevant and creative solutions that are helping clients throughout the world. 2010. blogs and more—all while accessing unbiased. vendor-agnostic thought leadership. Through technology and industry expertise. The forum provides a central hub where people come together to share their experiences and insights about enterprise mobility by participating in discussions. Google’s innovative search technologies connect millions of people around the world with information 118 n SYBASE 2011 . comprehensive capabilities across all industries and business functions. For more information.com Accenture is a global management consulting. consultancy approach and delivery. The Bluefin “Business performance with SAP” strategy underpins and builds on the company’s consulting. visit bluefinsolutions. Combining unparalleled experience. visit accenture. For more information. visit theemf.org Bluefin Solutions is a dynamic. global technology consultancy that works with clients to achieve greater business performance by optimizing SAP technology. The company generated net revenues of US$21.6 billion for the fiscal year ended Aug.
Merz Consumer Care. Customers include 1&1 Internet AG. In 2010. and its subsidiary in Vienna. Bank für Sozialwirtschaft. Wacker and Würth. austriamicrosystems. Google’s targeted advertising program provides businesses of all sizes with measurable results. Germany. Uwe May and Mark Roes. Google is headquartered in Silicon Valley with offices throughout the Americas. Founded in 2000 by Bernd Hesse. Through a visionary and business-focused process. Mobility Architects has a unique technical and commercial knowledge of mobility. maihiro was awarded the Top 100 seal of quality as one of Germany’s most innovative midsize companies. Google today is a top Web property in all major global markets. visit mobilityarchitects. For more information. sales and service by providing management.com EntErpriSE moBilitY GUiDE n 119 .COMPANY INDEX every day.maihiro. enterprises and governments to be more connected and more mobile. visit google. Henkel. the CRM consultancy now employs more than 70 people at its headquarters in Ismaning near Munich. Motorola is leading the next wave of innovations that enable people. the company creates reliable. maihiro provides consulting services worldwide to companies from a range of sectors. Styria Media Group. scalable and user-friendly solutions. For more information. Europapier. implementation of device management solutions as well as support and training. Tridonic. Audi.com Motorola is known around the world for innovation in communications and is focused on advancing the way the world connects. enterprise mobility and public safety solutions to high-definition video and mobile devices. visit motorola. Backed by more than 10 years of practical experience. For more information. students Larry Page and Sergey Brin. development of mobile solutions. The company is a consulting and implementation partner to Microsoft. For more information. visit www. Oracle and SAP. Europe and Asia. Austria.com Mobility Architects assists organizations and enterprises in realizing the potential of mobile technology. From broadband communications infrastructure. mobile security. Founded in 1998 by Stanford University Ph. Merz Pharmaceuticals. Al Khaliji Commercial Bank.D. while enhancing the overall Web experience for users. DEG (KfW Bankengruppe). The company has broad competencies and offers advice on all aspects of mobility: strategy and business development. design of mobile infrastructure.com maihiro is a specialist in customer relationship management (CRM) and supports its customers in the areas of marketing. process and technology consulting services—from devising a strategy and designing processes through implementation and operations management.
visit orange-business. visit neo-partners. maintenance. For more information. msc mobile implements mobile solutions via the Sybase Unwired Platform and NetWeaver Mobile. videoconferencing and broadband. travel expenses. Offering a comprehensive package of communications services covering cloud computing.4 million users rely on an Orange Business Services international platform for communicating and conducting business. including applications for customer relationship management (CRM) sales. is at the center of the NEO portfolio.com 120 n SYBASE 2011 .msc mobile is a Sybase partner and ISV that focuses exclusively on the development and implementation of mobile solutions for SAP. It offers a number of mobile solutions for SAP customers. Orange Business Services delivers a best-in-class customer experience across a global landscape.com Orange Business Services. The NEO Mobile Suite (NMS). sales and marketing. an SAP NetWeaver and Sybase Unwired Platform–based suite of mobile applications. the France Telecom Orange branch dedicated to business-to-business (B2B) services. time sheets and field service—all built on the Sybase technology.com NEO Business Partners successfully supports SAP user companies with innovative mobile solutions in the process areas of customer service. support and services that allow enterprises to take full advantage of the vast benefits of mobility today and into the future.com RemoteRelief provides Afaria infrastructure. security. sales. For more information. Thousands of enterprise customers and 1. visit msc-mobile. Afaria allows you to manage mobility with complete confidence. visit remoterelief. Founded in 2006 by former SAP employees. For more information. Whether your workers use personally owned consumer devices or task-specific ruggedized devices. machine-to-machine (M2M). For more information. The aim is to improve the company’s value creation and competitiveness with customer-friendly and efficient business processes. unified communications. enterprise mobility. is a leading global integrator of communications solutions for multinational corporations. Orange Business Services reaches 220 countries and territories with local support in 166. With the world’s largest seamless network for voice and data.
Switzerland. Working together with partners and suppliers. it generated US$3.com SmartPhones is the market leader for mobile solutions. Ontario.no Samsung SDS is a world-class ICT services company. For more information. IBM AS-400 and UNIX. Smart Infrastructure Engineering.com EntErpriSE moBilitY GUiDE n 121 . facilities management. visit www. BlackBerry products and services are used by millions of customers around the world to stay connected to the people and content that matter most throughout their day. Asia Pacific and Latin America. Consulting.com Swiss1mobile of Horgen. was established in 1994 from a merger of specialized system vendors. effective and helpful tool. and has offices in Denmark and Sweden. mobile customization and mobile application development in the Norwegian telecom industry. For more information. security.700 employees. With operations in 13 countries and with 11. Founded in 1984 and based in Waterloo. a global leader in wireless innovation. The current business comprises Mobile Communications. Today. Europe. SmartPhones delivers solutions and services that make a mobile phone a secure. Business Process Outsourcing and NW & System Integration services. Baan. SmartPhones is a 100 percent owned Telenor company headquartered in Oslo. revolutionized the mobile industry with the introduction of the BlackBerry solution in 1999. mobile processes and mobile workforces for industry sectors such as healthcare. The company develops applications for mobile workflow.com or blackberry. visit swiss1mobile. food manufacturing. fashion and pharmaceutical. JD Edwards/Peoplesoft.COMPANY INDEX Research In Motion (RIM). For more information.samsung.smartphones. Swiss1mobile’s expertise includes mobile integrations in a variety of environments including SAP. visit rim. ICT Solution/ Infrastructure/Outsourcing. retailing. RIM operates offices in North America. For more information. The company offers local qualified consultants and technical support to its customers. Norway.2 billion in revenues in 2009. visit sds.
an enterprise managed mobility proposition in the cloud with Sybase Afaria inside. visit veliq. information and entertainment services over America’s most advanced fiber-optic network.1 million customers nationwide. KPMG. manufacturing and distribution. With more than 15 years of experience. headquartered in New York. including operations in Europe. Africa. Veliq sells indirectly via leading mobility partners. providing expertise in systems and tools that are used to secure corporate assets. the Middle East. seamless business solutions to customers around the world. For more information. Rabobank.com 122 n SYBASE 2011 . For more information. remotely manage devices and extend applications to workers who spend significant time away from the office. was founded in 2006 and is headquartered in Barendrecht (Rotterdam). Since its inception. Getronics and Vodafone. serving 94. and delivers innovative. Veliq’s most important proposition is MobiDM. consumers and enterprises. until recently known as VeiligMobiel. MobiDM offers superior value by being a payas-you-go. visit verizon.com The people of Yankee Group are the global connectivity experts–the leading source of insight and counsel trusted by builders. Interpolis. the company designed and implemented managed mobility solutions for a variety of clients. Verizon Wireless operates America’s most reliable wireless network. multi-tenant. The Netherlands. and chart the pace of technology change and its effect on networks.com Veliq. healthcare. operators and users of connectivity solutions for nearly 40 years. visit unwiredrevolution. We are uniquely focused on the evolution of Anywhere connectivity. Unwired Revolution serves customers nationwide and in a variety of industries. self-service. For more information. business. including utilities. Headquartered in Boston. including the Dutch government.Unwired Revolution is an integrator of mobile infrastructure solutions. Verizon also provides converged communications. Yankee Group has a global presence. and retail. MobiDM is being positioned as a managed mobility service. multi-platform solution that enables new services. For more information. visit yankeegroup. is a global leader in delivering broadband and other wireless and wireline communications services to mass market. Latin America and Asia Pacific. government and wholesale customers.com Verizon Communications.
The opinions expressed in Gartner publications are not representations of fact. 1 800 8SYBASE Sybase. Inc. research opinion or viewpoints published as part of a syndicated subscription service by Gartner. go to sybase.com EntErpriSE moBilitY GUiDE n 123 .A. and have not been reviewed by Gartner.ACKNOWLEDGMENTS Editorial Team Editorial Director: Eric Lai Editor: Lori Piquet Cleary Program Manager: Russ Novy Research Analyst: Stan Stadelman Graphic Designer: Margaret Anderson Developed and produced with help from BaySide Media. Inc. Ste 305. To order copies of the Enterprise Mobility Guide 2011. Corporate Office One Sybase Drive Dublin.. Oakland. 201 4th St.com All statements in this report attributable to Gartner represent Sybase’s interpretation of data.S. and are subject to change without notice.com/mobilityguide Sybase. CA 94607 BaySideMedia.. CA 94568-7902 U. Each Gartner publication speaks as of its original publication date (and not as of the date of this publication).
competitive growth and profitability.ENTERPRISE MOBILITY GUIDE 2011 Regardless of industry or size. a mobile enterprise is a fertile field for business innovation. .
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