How Mobile Apps and Tablets Will Transform Your Business This Year

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.

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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.

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A MESSAGE FROM THE CEO

Mobile applications have entered the enterprise. Let the transformation begin.
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John S. Chen, CEO, Sybase, an SAP Company

Unwired and Unafraid
It can’t be denied: Enterprise mobility is truly taking off. Powerful smartphones are becoming omnipresent, while even-more-powerful tablets such as the Apple iPad, Android-based Samsung Galaxy Tab and the Research In Motion (RIM) PlayBook are set to make major inroads this year. Bandwidth is everywhere— and getting faster.
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. Although they will always remain an important option for larger enterprises, custom applications will begin to take a backseat to less-expensive, packaged, off-the-shelf ones. This shift will kick-start a new phase of widespread deployments and rapid growth. Big changes are on the horizon. 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. n

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Mobile applications have entered the enterprise. Let the transformation begin.
JohN S. ChEN, CEo, SybASE, AN SAP CoMPANy

UNWIRED AND UNAFRAID

TRANSFoRMATIoN oF ThE ENTERPRISE

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ThE MobILE MAJoRITy

Companies that embrace the mobile future will be rewarded on the bottom line.

RAJ NAThAN, ExECUTIvE vICE PRESIDENT, ChIEF MARkETINg oFFICER, SybASE, AN SAP CoMPANy

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Mobility is destined to be part of the enterprise as research points toward a bright future for smartphones and tablets. Are you prepared to manage them?
EUgENE SIgNoRINI, vICE PRESIDENT oF ANyWhERE ENTERPRISE, yANkEE gRoUP

MobILITy MyTh bUSTER

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ThE DEvICE DIFFERENCE

An aggressive embrace of tablets is transforming how SAP Runs SAP.

oLIvER bUSSMANN, gLobAL CIo, SAP

Mobile apps are taking on hard work in the enterprise. Watch for more— and soon. n SEAN kAE, ExECUTIvE vICE PRESIDENT FoR MobILE CoMMUNICATIoNS, SAMSUNg SDS Co.

AN APP MARkET ALSo RISES

REALITIES oF A hIghLy MobILE WoRkFoRCE

Employees are no longer contained within an office’s four walls. hello chaos.

CLIFF CIbELLI, gRoUP MANAgER, vERIzoN

ThE MobILITy EFFECT
From CRM to authorizations to business intelligence, mobile applications help organizations better support on-the-go workforces and engage more effectively with customers. n NICk bRoWN, SENIoR vICE PRESIDENT, STRATEgy, MobILE APPLICATIoNS gRoUP, SAP

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MobILE APPS ADD MUSCLE

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CONTENTS

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Multiple applications, operating systems and back-end data sources push mobile administration and management tasks into the red zone.
gREg JENko, PARTNER, gLobAL LEAD FoR MobILE SySTEMS INTEgRATIoN, ACCENTURE

ThREE’S A CRoWD

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young workers and their strong affinity for go-anywhere technology are changing the shape of the enterprise right before our eyes.
IAN ThAIN, SENIoR TEChNICAL EvANgELIST, SybASE, AN SAP CoMPANy

INTRoDUCINg gENERATIoN M

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Discover five ways that tablets will be different—and even better—than smartphones. n PhILIPPE WINThRoP, MANAgINg DIRECToR, ThE ENTERPRISE MobILITy FoUNDATIoN Targets for your mobile application investments are everywhere. by knowing what’s possible you can narrow your sights and maximize business value.
SENThIL kRIShNAPILLAI, DIRECToR oF PRoDUCT MANAgEMENT, SybASE, AN SAP CoMPANy

MobILITy: ThE SECoND WAvE

PLANNINg FoR ThE FUTURE

MobILE ECoSySTEM @ WoRk
The mobile marketplace is an ecosystem. Choose partners that embrace collaboration. n DAN oRTEgA, SENIoR DIRECToR oF MobILITy PRoDUCTS, SybASE, AN SAP CoMPANy

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CooPERATIoN bREEDS SUCCESS

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For application providers, executing the right features with a simple, effective user experience is key.
JENS bEIER, Co-FoUNDER AND MANAgINg DIRECToR, NEo bUSINESS PARTNERS STEFAN ChRISTEN, CEo, SWISS1MobILE Ag bRIAN FARRINgToN, DIRECToR, MobILE APPLICATIoN SERvICES, UNWIRED REvoLUTIoN ALExANDER ILg, FoUNDER AND MANAgINg DIRECToR, MSC MobILE ANkUR MAThUR, MobILE PRACTICE LEAD, Uk, ACCENTURE UWE MAy, Co-FoUNDER AND MANAgINg DIRECToR, MAIhIRo STEFFEN SChWARk, ENTERPRISE MobILITy LEAD, bLUEFIN

IN ThE APPS UNIvERSE, SIMPLICITy RULES

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With tablets taking off, executives agree that change is the one constant in the device marketplace.
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MobILE ECoSySTEM @ WoRk
MoRE ChANgE AhEAD FoR DEvICES

JEFF MCDoWELL, SENIoR vICE PRESIDENT, ENTERPRISE AND PLATFoRM MARkETINg, RESEARCh IN MoTIoN (RIM) MAyUR kAMAT, ENTERPRISE MobILE PRoDUCT MANAgER, googLE RICk byLINA, PRoDUCT MARkETINg CoNSULTANT, MoToRoLA

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Security concerns and platform complexity are driving enterprises of every size to consider an outsourced approach to mobile device management.
ALEx bAUSCh, CEo AND FoUNDER, vELIq JoRgE ChAUCA, MARkETINg SoLUTIoNS MANAgER, oRANgE bUSINESS SERvICES gAby gRoFF-JENSEN, SALES AND MARkETINg DIRECToR, SMARTPhoNES TELECoM AS SøREN LINDE, PARTNER, MobILITy ARChITECTS JEFF PACk, PRESIDENT, REMoTERELIEF

MANAgED SERvICES: FASTER DEPLoyMENTS

MobILE ENTERPRISE bEST PRACTICES

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IT shakes a costs-center heritage by mixing technology and business in the mobile enterprise.
DAN MAhoWALD, vICE PRESIDENT oF MobILITy, SAP

PRoTECTINg ThE RoI

U.S. Air Force keeps troops combat ready by improving supply-chain and logistics processes. Smartphones and tablets are becoming more prevalent in the enterprise. Don’t let them be a security hazard.
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MobILITy ACCoMPLIShED

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MobILE LoCkDoWN

JoE oWEN, vICE PRESIDENT oF ENgINEERINg,

SybASE, AN SAP CoMPANy

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For organizations in highly regulated industries, the juxtaposition of security mandates and mobile devices jangles nerves.
JEFF PACk, PRESIDENT, REMoTERELIEF

CAN CoMPLIANCE AND MobILITy CoMMINgLE?

kindred healthcare improves operational efficiencies and revenue management with more accurate billing and better reporting. Faster, easier direct-to-store delivery helps Tasty baking savor more profits.

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gETTINg PhySICAL

ThE SWEET SMELL oF SUCCESS

Need mobility now? Cloud services are a fast, low-cost path to mobilizing the enterprise. n TERRy STEPIEN, PRESIDENT, SybASE IANyWhERE Companies opt for managed services to decrease up-front investment and maintenance costs. MobiDM morphs SaaS into MaaS.

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MobILITy FRoM A CLoUD

MobILITy SERvICE CALL

MARkET DATA

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Market research highlights mobile activity in 2010 and trends to watch in 2011.
STAN STADELMAN, MobILITy PRoDUCT MANAgER, SybASE, AN SAP CoMPANy

EMPLoyEES ARE ChANgINg ThE SPEED oF bUSINESS

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CoMPANy INDEx

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TRANSFORMATION OF THE ENTERPRISE

Companies that embrace the mobile future will be rewarded on the bottom line.

The Mobile Majority
After two years of hunkering down in cost-cutting mode, global IT is being jolted awake by the golden glow from millions of mobile device screens wielded by an eager, impatient workforce.
With their big, bright displays, intuitive interfaces and high-speed Internet connections, smartphones, tablets and other portable devices put a wealth of services and information at users’ fingertips. Not surprisingly, 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. “Work” is the right word for what these devices can do. Of organizations that allow employees to use personal mobile devices for business, 65 percent report greater productivity, according to a recent study by IDG. Such improvements in productivity are quickly driving down the total cost of ownership (TCO) for mobile initiatives. As a result, mobilizing the enterprise is an imperative for businesses in 2011. Regardless of

Dr. Raj Nathan
Executive Vice President, Chief Marketing Officer, Sybase, an SAP Company

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industry or size, a mobile enterprise is a fertile field for business innovation, competitive growth and profitability.

Data Efficiency Pays

If the median Fortune 1000 business increased the usability of its data by just 10 percent, it could realize a $2.01 billion annual revenue increase, found a 2010 study by the University of Texas at Austin. A pharmaceutical company with 36,000 employees and sales of $388,000 per employee could increase sales per employee by nearly $56,000—a 14.4 percent increase. Such top-line improvements don’t come solely from investments such as mobilizing corporate email. Enterprises must be willing to dedicate significant resources to a broad enterprise

strategy that extends their data and applications to mobile devices. The good news? Usage of company data assets can improve dramatically, as can the company’s bottom line. For mobility leaders, mobile customer relationship management (CRM) is a no-brainer; 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.

By the End of 2011, 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, January 2011

Diversity Rules: Nearly four out of ten (38 percent) of enterprises expect to support five or more mobile platforms or operating systems.

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During the Next 12 Months, 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, January 2011 *Of those who expressed an interest to implement mobile applications in the next 12 months

44%

Apps Take Off: According to respondents, 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. For them a better question is: What else can we mobilize? Forward-looking organizations are considering mobile initiatives that leverage data assets, increase employee productivity and improve the bottom line. Target end-users include executive and middle management, field service delivery and repair technicians, sales, operations, marketing and customer service. It isn’t just a case of fascination with the latest technology. Powerful, game-changing business drivers are inspiring enterprises around the globe to integrate mobility into their core IT support strategy. These drivers include:
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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, real-time access to critical business

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information and employee satisfaction. They’ve also reduced costs and the time to make decisions while improving customer satisfaction.

Fast Action, Improved ROI

As task workers and information workers adopt mobile device technology in a massive wave, the ROI of mobile investments will continue to accelerate. There are many reasons, but the key one is higher employee productivity. Users cannot be effective in their roles if they must wait until they’ve returned to their

Today, enhanced productivity fueled by mobile applications is enjoyed by managers, sales reps, customer service agents, field service technicians, retail associates, warehouse managers and many more. Revenues for mobile patientmonitoring applications alone will reach $1.9 billion by 2014, predicts Juniper Research. The common thread? Immediate data input. Fast response will result in more service level agreements (SLAs) met, more customers satisfied and more product moved without waste. Contributing factors to the high ROI of enterprise mobility include:
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Regardless of industry or size, a mobile enterprise is a fertile field for business innovation, competitive growth and profitability.
desks—or even their laptops—before they can make a decision, provide an approval or give managerial guidance and feedback. In the modern enterprise, there is zero tolerance for unnecessary delays. The ability to respond to requests in real time increases efficiency, improves data accuracy and availability, allows sales reps to spend more time selling and reduces business operations costs. And the benefits extend to every industry and most job functions.

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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.

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End-User Driven

Forward-looking organizations are considering mobile initiatives that leverage data assets, increase employee productivity and improve the bottom line.

Much of the U.S. workforce already uses personal mobile devices for business. According to Forrester Research:
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57 percent use their device to make work-related phone calls. 48 percent use it to check work email. 42 percent use it to search the Internet or an intranet for work-related information.

These uses are just the tip of the iceberg, but they illustrate how mobile computing is so vital that information workers will pursue it even in the absence of corporate support. When ungoverned, mobile users can expose the organization to risk and threaten existing application investments. But when governed appropriately, workplace use of consumeroriented smartphones and tablets can help employees get more done and heighten morale in the process. The importance of raising morale should not be underestimated. 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, brace yourself. it’s only going to get harder, mobility experts warn. by the end of 2010, manufacturers introduced more than 60 new smartphones based on Google’s Android operating system alone, as well as a number of new smartphones designed to work on 4G wireless networks. meanwhile, a slew of must-have features are on the way, 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, companies can expect to find more smartphones in the office well into the future.

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higher employee satisfaction. Conversely, organizations that don’t permit enterprise use of personally owned devices can alienate current and potential employees. Younger, more tech-savvy professionals—often referred to as “Millennials”—have grown up on

mobile phones and social media. Organizations that ignore their deep affinity for mobile computing do so with risk. “You’re going to have a negative backlash and end up becoming a company that people don’t want to work for,” notes Zeus Kerravala, a senior vice president and mobility expert at Yankee Group. Eventually, 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. 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.

Fast Action Rewarded
you may feel you’re not ready to embrace enterprise mobility. you can always take it up later, but be aware of the risks of waiting: Increased IT disorganization. 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. With no automated encryption of business-related data, these devices pose a security risk should they be lost or stolen. Waning employee satisfaction. your workforce will view a lack of mobile support as a reproach. you risk your reputation, becoming an employer whose inability to “get” the mobile space is symptomatic of being more generally out of touch. once the damage is done, such reputation deflation will be difficult to redress later. Stagnating IT skills. the longer you wait to develop mobile versions of your corporate applications, the more you will need to pay later to hire skilled mobile professionals. meanwhile, the skills of your developers will not keep pace with technology advancements.

Ubiquity Breeds Opportunity

The opportunity for employers to embrace mobile technology to positively differentiate themselves exists today, in large part, because of the near-ubiquitous presence of mobile devices across their organizations already. Though unorganized, the devices are there to be leveraged, and

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As task workers and information workers adopt mobile device technology in a massive wave, the ROI of mobile investments will continue to accelerate.

the device owners are eagerly onboard. 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. 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, smartphones, tablets or carrier fees. This strategy allows companies to support employee mobility without picking up the entire tab. Even letting workers expense business-related voice and data fees is a start. Ultimately, employees who purchase their own devices have higher morale and yield significant savings for the company in capital expenditures.

But you don’t have to formalize such a policy to begin leveraging the potential of your smartphone installed base. 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, the faster you will see the results—significant results—on the bottom line.

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, mobile devices are taking over a huge part of their workload. Best of all, they are available right now, at users’ desks across the globe, waiting to be enlisted for business. Businesses that embrace that fact will be the first to reap the rewards that come with having a happier, more productive workforce. n As executive vice president and the company’s chief marketing officer, Dr. Raj Nathan is responsible for all marketing initiatives for Sybase. Under his leadership, Sybase continues to be known for visionary technologies that meet the direct needs of customers and partners.

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Mobility Myth Buster
Mobility is destined to be part of the enterprise as research points toward a bright future for smartphones and tablets. Are you prepared to manage them?

Mobile device management is morphing

from a nice-to-have to a must-have. Fortunately, device management is getting both more powerful, and—with the rise of hosted options such as managed mobility—much easier and less expensive to deploy. To learn more, we sat down with Eugene Signorini, a longtime mobile industry analyst with Yankee Group. 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, personally acquired and individually liable devices have become the norm, rather than the exception to the rule. According to our 2010 survey, almost 60 percent of users brought their own device to work. IT leaders aren’t blind to this reality. Already, the decisions are largely in the hands of users themselves. This represents a change for IT, which has been accustomed to a top-down, centrally controlled model. Moving to a model that incorporates

Eugene Signorini
Vice President of Anywhere Enterprise, Yankee Group

personally liable devices adds diversity and complexity. It will require a specific set of management tools to assist in device provisioning and deployment, development and delivery of applications, and policy and security management. 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, the most pressing need is to secure sensitive data on devices. These companies need the

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TRANSFORMATION Managed Mobility Incorporates Multiple Components

OF THE ENTERPRISE

Elements of Managed Mobility
Market leadership Customer satisfaction Productivity

Production

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Efficiency Cost

Telecom expense management

Connectivity management

Mobile device management

Security management

Application management

Source: Yankee Group, 2010 Enterprise Mobility IT Decision-Maker Survey, December 2010 (N=205)

Mobility Multitasking: An integrated solution that addresses all the disparate elements of managed mobility can deliver significant strategic business value. capability to impose security policies on mobile devices, such as password enforcement, as well as the ability to remotely wipe data from a device that has been lost or stolen. However, as mission-critical applications are developed and deployed on smartphones and other mobile devices, greater functionality will be required from a mobile device management platform. The ability to rapidly provision and image devices, deploy and manage applications, 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. 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

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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, 2010 Enterprise Mobility IT Decision-Maker Survey, December 2010 (N=205)

Employee Choice: A large majority of smartphones used for business are selected and acquired by their individual owners. and IT leaders. One key trend is that the U.S. mobile workforce (those who spend more than 20 percent of their time away from their desk) will grow to nearly 44.5 million workers in 2018. This expectation is due to corporate HR policies that encourage or allow working outside of the office. A second key factor is evolving IT and business leader attitudes toward mobility initiatives, now that organizations are realizing the productivity gains from having mobile access to applications as simple as email. Employee preferences will play a key role, too. 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. And finally, mobile technology enhancements across the board are dramatically changing the landscape. For example, there will be almost 10 million wireless broadband modems in the United States by the end of this year, in addition to new connected devices such as tablets. Mobile broadband such as 4G adds complexity because employees now send, receive and store huge amounts of sensitive data. Enterprises recognize the need for a more holistic mobile management strategy to cope with the added complexity of managing connected laptops, tablets and smartphones. Sybase: What aspects of managed

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mobility should enterprises be following? Yankee Group: Managed mobility encompasses several components— from telecom expense management and connectivity management, to mobile device management, security management and application management. Ultimately, there will be significant value for enterprises in pulling these components together into an integrated solution or platform. But 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. The same survey shows that IT leaders believe that tablet deployments, although small today, will double in two years. And smartphone operating system diversity has become a reality within enterprises. This is forcing businesses to think more strategically about managing all of these devices. 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.
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. For enterprises that are already outsourcing other IT support services, such as IT help desk and laptop support, the managed services route probably makes the most sense for smartphone initiatives as well. Even those businesses that handle much of their existing support in-house may discover that mobility adds too great a degree of complexity, and they may want to consider a managed service, at least as a starting point. n Eugene Signorini is a vice president of Yankee Group’s Anywhere Enterprise research group, with expertise in enterprise mobility. Signorini has more than 16 years of wireless industry experience, and prior to Yankee Group he worked in various operations, project management, and sales and service roles within MCI WorldCom’s wireless resale organization and its predecessor, Nationwide Cellular Service.

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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. 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 deployed our first Apple iPad within a month of its release, and we never stopped. As of the beginning of 2011, we had rolled out more than 2,500 iPad tablets to our employees, making SAP one of the fastest corporate adopters in the world. Why? Because we confirmed early on that the iPad was a fantastic tool, not a toy. Our executives and salespeople get real-time access to corporate data on their iPads via their SAP BusinessObjects BI dashboards. Others are using their iPads as virtual private network (VPN)-enabled clients to our server applications. Still other employees are using their iPads for email or social media. In my case, I am a big fan of Twitter. I find the iPad the best way to use Twitter

Oliver Bussmann
Global CIO, SAP

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Employees bring in their own expectations. Lifestyle becomes work style.
and old-school phones to the curb. So have our customers. At telecom equipment maker Tellabs, for example, shipment approvals on SAP software can be dispatched on an iPad in about a third of the time it takes on a laptop computer.

when I have bite-size chunks of free time such as in between meetings.

Drinking Our Own Champagne

Prepare for the Arrival of the Digital Natives

Besides the productivity gains that we see employees experiencing, SAP has also dived headfirst into mobility because we want to be a role model for innovation for SAP’s 43,000 global customers. Not only do we want to take the lead and “drink our own champagne,” but we also want to share our learnings as widely as possible. At SAP, we believe strongly in device agnosticism. Employees bring in their own expectations. Lifestyle becomes work style. So we continue to be a huge BlackBerry shop even as we roll out iPhones and iPads, Android devices such as the Samsung Galaxy Tab and new Research In Motion (RIM) devices such as the BlackBerry PlayBook tablet. It’s not just SAP that has experienced firsthand the productivity improvements that throw laptops

But many other businesses continue to procrastinate on mobility. 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, while cost concerns had caused 54 percent of businesses to hold off. These stats are not surprising. Many other technologies that grew from the bottom up, including PCs and PalmPilot devices, initially were greeted with restrained hostility. But what at first seemed threatening quickly became a business essential.

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Smartphones’ Arrival in the Workplace

23%

34% It is a device my company issued to me, 34% It is a device I selected from my company’s approved/supported list and my company purchased, 22% It is a device I selected and purchased from my company’s approved/supported list, 21% It is a device I selected and purchased that my company hasn’t said it supports, 23%

21% 22%

Base: 1,009 executives from enterprises in North America and Europe
Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010

The unsupported: Almost one-quarter of information workers are already bringing a personal mobile device to work, despite lack of corporate support. Young professionals—also known as “digital natives”— are entering the workforce as fully indoctrinated mobile device multitaskers. Do not expect them to work without a smartphone or similar device at hand. These employees will want to use the best tool for the job, and rightly so. Beginning immediately, attracting young talent requires a mobile-savvy enterprise. The worldwide mobile worker population will reach 1.2 billion in 2013—35 percent of the global workforce, according to a 2009 report from IDC. A very large percentage of these workers will be avid smartphone or tablet users. Passion for mobile computing is changing not just the way IT must think about corporate data delivery. It is changing the profile of the global workforce, and enterprises must adapt every aspect of their corporate policies to keep up. n Oliver Bussmann is the global CIO at SAP. He has more than 20 years of experience in IT management at companies including Allianz Group, Deutsche Bank and IBM. Follow him on Twitter @sapcio.

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TRANSFORMATION OF THE ENTERPRISE

Mobile business apps are taking on hard work in the enterprise. Watch for more—and soon.

An App Market Also Rises
There’s no doubt that enterprises are adopting mobility. For
instance, businesses will buy about 10 million tablets in 2011, according to Deloitte. Meanwhile, a much larger but untold number of personally owned smartphones and tablets will be brought to work by employees. But what then, ask skeptics, who argue that a scarcity of serious mobile business apps means that even as companies find themselves awash in smartphones and tablets, the devices remain less of a tool and more of a trinket. While that argument may have once held water, it’s no longer true. “Wireless apps aren’t just about slingshotting birds or drinking virtual beers anymore,” noted The Wall Street Journal in October 2010. “Mainstream business tasks from sales and marketing to customer service and consumer research are quickly making their way from desktops to smartphones.” The Journal cited companies such as insurer Aflac Inc., which offers a dozen different smartphone

Sean Kae
Executive Vice President for Mobile Communications, Samsung SDS Co.

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The supply of mobile devices in enterprises has hit a critical mass.
cost in terms of money and time can now increasingly find off-the-shelf apps created by developers. apps to its 70,000 sales employees for accessing customer, claims or policy information on the road, and Life Technologies Corp., 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. Still think these mobile adopters are the exception, not the rule? According to a Kelton Research study from January 2011, 65 percent of U.S. and U.K. companies plan to deploy five or more mobile apps this year. One-third of those firms (21 percent of overall) expect to deploy 20 or more mobile apps this year. Why are companies accelerating their embrace of business apps? For sure, it’s demand from workers seeking more convenient, more real-time tools. But another huge factor is that the supply of mobile devices in enterprises has hit a critical mass. 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. Similarly, as the mobile business app market shifts from predominantly custom to packaged deployment, the average price of these apps will drop—fast. That will shorten the time for companies to deploy apps, as well as earn a return on investment (ROI) on them. That also makes these apps much more affordable to a broader swath of companies, taking the market into a high growth stage. Frost & Sullivan predicts that the North American

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if you think Facebook and business don’t mix, you may be in for a surprise. in a 2009 iDG survey, 39 percent of respondents said they are deploying mobile applications that have consumer-like functionality, such as social media and Web 2.0 services. Just over 25 percent are pursuing mobile applications that take greater advantage of native device capabilities such as cameras and Gps. 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. How do these tools improve the efficiency of business? n On-the-spot information networking: During meetings, employees can tag a question to find a subject matter expert and immediately involve that person in the conversation. n Better downtime utilization: by coupling the device’s Gps to the company’s customer relationship management (Crm) system, executive and sales teams can locate nearby customers to visit while in between scheduled appointments. 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. n Collecting competitive intelligence: sales and marketing staff can use device cameras to snap pictures of billboards, magazines and other advertisements, which can be added to records within the Crm database. organizations that say “yes” to social networking, cameras, Gps and other mobile device tools are sure to spark innovation and generate higher revenue.

Facebook + Business = Innovation

market for mobile enterprise apps will grow to $10.87 billion in 2015. The moral? Companies that have put off deploying mobile apps, despite their business benefits, will soon have no excuse. Those who continue to

stay put will one day look up and realize they are miles behind their competitors, with no opportunity to catch up. n Sean Kae is head of the Mobile Communications (MC) division at Samsung SDS. He is responsible for SDS’ unified communications, mobile services and embedded software development businesses.

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Realities of a Highly Mobile Workforce
Employees are no longer contained within an office’s four walls. Hello chaos.

When it comes to managing smartphones

or tablets, forget everything you know about managing PCs. That’s because the majority of PCs are accessible to IT around the clock. Need to install a service pack on a new desktop? No sweat—for IT, it’s usually just a short elevator ride away. Mobile devices, on the other hand, can be unavailable for many reasons. They can be lost or stolen, locked in an unresponsive state or stuck in a carrier’s dead zone. It’s much more challenging to maintain data integrity on remote devices. It’s also more challenging to reconfigure them when standards change, to administer software patches and to simply keep track of them. IT must physically collect devices and upgrade them one by one. The cost of IT resources and shipping and the loss of field worker productivity adds up. Unless your company is very small, you’ll need to find a better way—and a mobile device management solution can offer the answer.

Cliff Cibelli
Group Manager, Enterprise Mobility, Verizon

have been decimated by the invasion of Apple iPhones, Android devices and more, despite lingering security and manageability concerns. 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. Platform proliferation has created another complication: coordinating a myriad of services and applications. Management knew it had to strike a new balance between what users wanted and what IT could efficiently support.

Freedom of Choice

For years, organizations tried to control costs by standardizing on a few devices. Those controls

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Historically, IT managed different components via point products. Now, IT organizations are choosing a platform approach. A unified mobile management platform provides all the technology, processes and procedures to provision devices, track hardware inventory and software licensing, and manage application and data access. It also allows enterprises to embrace mobile device trends without compromising security. And it does so using a centralized management console with a single, integrated interface. A mobile device management solution can perform all of the following tasks remotely:
n n n n n n n n

Now, IT organizations are choosing a platform approach.

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Antivirus and firewall protection Remote device kill and data deletion for lost or stolen devices

Control Costs with Self-Service Management

Baloise Insurance, for example, chose a mobile management platform that can administer a range of smartphone devices from a centralized console. The platform also offers self-service registration and updates of mobile devices for employees. As a result, 90 percent of iPhone users require no IT support at all. In addition, the number of calls to the help desk dropped by more than 50 percent. “Our employees appreciate that the mobile management platform is very easy to use and extremely reliable,” says Marc Baier, Baloise Insurance’s director of collaboration and workplace services. “We’ve been able to dramatically reduce our IT support costs while greatly enhancing user satisfaction.”

Distribution of software and updates Distribution of information and content Tracking of assets, 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, companies seeking mobile management solutions had only one option:

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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. While that gives companies a lot of control, it can be difficult for some companies to set up, complicated to manage and costly to start. Enter the cloud. Managed mobility software as a service is a simpler, more efficient and cost-effective option for many companies and can shorten the implementation cycle as well. It also democratizes sophisticated mobile device management the same way salesforce.com made powerful customer relationship management (CRM) tools available to one-person startups. Moreover, the best managed mobility services, such as Verizon’s Managed Mobility, offer the same powerful features of their software brethren. These include device management and security, logistics, telecom expense management, 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), “For enterprises that are already

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Audit your email server and other systems to make sure there are no unauthorized devices. Know which back-office systems that employees will want to access: many workers can suffice with just email access, while salespeople will need sales applications and executives will need dashboards and purchasing approval. Formalize user types and set policies: Create appropriate user groups and set strict governance policies for each one. 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. Add password and encryption policies plus remote wipe: Consider this the bare minimum for mobile security: password enforcement, on-device data encryption, remote wipe for lost devices and inventory management to identify which devices are connected to the network. Consider separating personal data from business data: As an added security measure, store enterprise data in one area of the device and encrypt and password protect only that area. 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.

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Managed mobility software as a service is a simpler, more efficient and cost-effective option for many companies.
outsourcing other IT support services, such as IT help desk and laptop support, the managed services route probably makes the most sense for smartphone initiatives as well.” Whatever path you pick, the destination—a real, 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. Insulating the organization against mobile management inflation may be the best thing you can do in 2011 for the future of your business. n A 30-year communications industry veteran, Cliff Cibelli currently is a group manager of product management and development for Verizon. Cibelli’s portfolio includes Managed Mobility, a life-cycle wireless expense and device management service; Mobile Services Enablement Platform, for developing and deploying enterprisewide applications; and Enterprise Mobility as a Service, a cloud-based solution to help on-the-go workers quickly and securely access their corporate networks. Prior to January 2006, Cibelli served as the senior product manager of managed network services for MCI. Before that, he was the director for global solutions bid management. Cibelli has also held strategic planning and technical consulting and training positions.

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From CRM to authorizations to business intelligence, mobile applications help organizations better support on-the-go workforces and engage more effectively with customers.

Mobile Apps Add Muscle
Today’s enterprise workers mostly use their work smartphones
to send emails and check schedules. Soon, that won’t cut it. Employees are accustomed to doing more—much more—with their personal phone. Why, they ask, should their work device be any different? According to a 2010 survey by Forrester Research, 75 percent of companies report “increased worker productivity” from deploying mobile applications. 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). It’s no wonder: Extending business data and applications to mobile devices exponentially increases the value of these corporate assets through real-time access, always-on availability, fewer delays and faster execution.

Accelerating Sales

Nick Brown

The potential for productivity from mobile applications is everywhere—from the corner

Senior Vice President, Strategy, Mobile Applications Group, SAP

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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, 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: 2,247 network and telecom decision-makers
Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010

Getting Things Done: Companies are enjoying a wide range of benefits from the use of mobile applications. Increased productivity leads the list. office to the service fleet and across all vertical industries. It’s also larger than ever. With so many employees bringing their smartphones and tablets to work, companies are no longer bounded by their investments in company-owned, single-purpose or ruggedized devices. Instead, companies can deploy horizontal applications, which touch many more of their employees. Mobile customer relationship management (CRM) is the leading application entrant—a perfect convergence of the demands and benefits of mobility. Employees need real-time access to customer information— sometimes at a moment’s notice. Likewise, customers demand responsiveness, faster cycle execution and high-quality management of support and issue resolution. The clear benefits to deal-making and retention processes have jumped mobile CRM adoption ahead of all other applications, barring email.

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CRM applications are well suited to smartphones and tablets, making CRM a convenient starting point for independent software vendors (ISVs) and in-house IT projects. The CRM data structure is organized and hierarchical enough to easily fit and navigate, and the workflow is complex and free-form enough to take advantage of gesture-based touch screens. 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. That makes it simple to bind a data table to a UI table on the Apple iPhone, with the native scroll, bounce and selection interactions built in. All the top CRM vendors have delivered packaged mobile CRM clients to application stores— particularly the Apple App Store. Those client applications can then be customized and integrated with the vendors’ respective back-end systems.

behind. 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.

The potential for productivity from mobile applications is everywhere— from the corner office to the service fleet and across all vertical industries.
They require frameworks that can connect to a wide variety of systems—procurement, expense management, timekeeping, human resources and employee benefits. These simpler, “lightweight” applications are also used for vertical processes: work-order tasks, data capture, spare-parts ordering, inspection check-offs. Particularly in the public sector and utilities industries, the conversion to paperless mobile workflows has a high return on investment (ROI) from reduced administrative expense, increased data accuracy and reduced cycle time. Companies using a single mobile client for multiple workflows and processes benefit from support for multiple devices and operating systems (OSes), code reusability, security frameworks, messaging and

Reducing Administration

Mobile clients for workflow and business process execution— authorizations and request management—follow close

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The ability to query real-time data off-premises or even during meetings will change how executives interact with data to make corporate decisions.

synchronization that are more efficient than developing multiple custom applications or an ad hoc set of browser-based processes.

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Modernizing Field Service

Mobile field service applications traditionally refresh every four to five years. In the upgrade cycle expected between 2011 and 2013, conditions will be different from the last cycle:
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Choosing smartphones over custom devices Using mobile application platform tools that do the basic work of synchronization, development and device management Embedding new services such as location and presence

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Two mobile OS platforms (Apple iOS and Google Android) that barely existed in 2007 will account for 39 percent of the market in 2011. The three leading business-oriented OS platforms in 2007 (Symbian, RIM BlackBerry and Microsoft Windows Mobile) had “code-breaks” in 2010, meaning that applications written for the old OS version will not run on the new OS and hardware. Today’s field service tablets run primarily on ported desktop OSes, namely Windows. The coming boom in tablets will be dominated by mobile OSes such as iOS and Android.

Making Faster and Better Decisions

Real-time, secure access to operational intelligence data was previously impossible to deliver, due to device interface limitations as well as network and middleware constraints. The applications are complex and require significant development work for data management and visualization. But the latest generation of devices, cloud services and middleware has made mobile

Companies can leverage these developments in their next field service refresh by:

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business intelligence a reality. The benefits are huge. The ability to query real-time data off-premise or even during meetings will change how executives interact with data to make corporate decisions.

The coming boom in tablets will be dominated by mobile OSes such as iOS and Android.
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Reaching Your Customers

Mobile applications enable banks, retailers and enterprises to interact with customers in new and exciting ways. Within the financial services industry, consumers use their mobile phones to check bank balances and pay credit card bills. Retailers send mobile coupons with discount offers that generate additional sales. Even government agencies use mobile applications to keep citizens aware of public safety announcements. Because most people own and use mobile phones, mobile applications are a highly effective communication channel for engaging with customers.

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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. buy decision. Enterprises should first mobilize simple business processes that will not generate significant revenue, according to Chris Hazelton, research director for mobile and wireless at The 451 Group. These include basic company dashboards, visualization tools, job schedulers or expense management tools. The maturity of these off-the-shelf applications means they connect easily to back-end data sources. Hazelton recommends that enterprises spend to build custom mobile applications that give the business a competitive advantage or are critical to revenue generation. Executive or sales applications that offer new ways of doing business or reaching customers are good examples. Security is still on you. In addition to knowing what data to mobilize, having a plan to keep that data safe is equally important. 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. You need to resolve some issues first, including:

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that will segregate enterprise and personal data. This approach quarantines and encrypts corporate data on the mobile device. To access corporate data and applications, users must type in a password. Personal data, such as pictures, videos and nonbusiness applications, reside outside the sandbox—no password required. Employees can access personal data without a password. This two-tier approach is a best practice for enterprises going forward. Prioritizing your mobilization wish list. After email, information management and calendaring, enterprises need to decide where to expend their mobilization efforts next. Sharing customer information in real time has significant value. By

increasing the mobility of its sales data by just 10 percent, a typical Fortune 1000 company could increase net income by $5.4 million and improve its return on invested capital by 1.4 percent, according to a 2010 study by the University of Texas at Austin. Not only does mobile customer relationship data make it possible for the sales force to spend more time in the field, but they can close more business and create a better service experience for customers. 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; better use of executive time More responsive customer service; more time in the field; higher sales Faster problem resolution; less paper waste Rapid request approvals; higher employee satisfaction Supply chain optimization; reduced overstock Faster warehousing processes Improved customer service; higher sales Place customer orders anywhere on the sales floor

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even boost overall usage, says Yankee Group analyst Sheryl Kingston, meaning more salespeople using the tools more often. To go beyond CRM, enterprises should pay close attention to who is already using mobile devices, where and for what purpose. The uses and benefits of enterprise mobility differ from one worker to the next. Consumer application stores can also be a good source of inspiration. Poll your employees to find out which business-focused applications they’ve adopted. Productivity applications are common; employees want to read and modify data in Microsoft Word, Excel and PowerPoint and in Adobe Acrobat. Most of these applications are not rich or secure enough, but they can help you decide where to spend your time and resources.

The uses and benefits of enterprise mobility differ from one worker to the next.
mobilize critical business applications, such as CRM, enterprise resource planning and business processes. Options exist for those who need a custom solution or a composite application that blends data input from multiple back-end sources. With so many potential applications and good options for how to build them, indecision can be your worst enemy. Act now to analyze mobile trends in your enterprise and then move quickly toward obvious targets. n As senior vice president of strategy for mobility in the mobile applications group, Nick Brown is responsible for driving strategic market development projects together with the mobile business unit and supporting SAP teams. Brown joined SAP in 2007 as vice president of CRM alliances, driving the development of strategic partnerships with systems integrators to accelerate market adoption of SAP CRM. As vice president of mobility, he led business development and was a key driver of the overall partner strategy for SAP Mobility. A key success for Brown was the establishment of the first three co-innovation partnerships with Research In Motion, Sybase and Syclo.

Plenty of Options

The marketplace for mobile applications is getting richer every day. Software vendors are responding to demands for prebuilt solutions that

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Three’s a Crowd
Multiple applications, operating systems and back-end data sources all push mobile administration and management tasks into the red zone.

I talk to a lot of CIOs about mobility. And the thing that unifies them is this: a feeling that mobility is being done to them inside their enterprise, rather than with them.
Apps are being created and uploaded to app stores without their consent, while business units are hiring developers without IT’s input. Not to mention the many devices that employees are openly bringing in, violating half a dozen IT policies every time. In short: a management nightmare of a magnitude not seen since the rise of the Internet in the late 1990s. No wonder many CIOs wish they could yell, “Stop! Let me get in front of this thing with some tech standards, a governance model and standardized tools.” While the first two are still up to the CIO, on the latter point there is relief. There are tools that manage devices and catalog the applications in use in the enterprise, such as Accenture’s Mobile Application Device Management (MADM). For many enterprises, these tools can go a long way toward driving out complexity and saving time and money. For enterprises starting to develop their own mobile applications, tools such as Mobile Enterprise Application Platforms (MEAPs) provide a unified

Greg Jenko
Partner, Global Lead for Mobile Systems Integration, Accenture

platform for developing, deploying and managing apps inside an enterprise. Such a platform can insulate enterprises from the administrative overload caused by diverse environments, while enabling them to adapt their mobile infrastructure to meet the changing needs of their business. Gartner has a Rule of Three: Any organization that supports either three mobile applications, three mobile operating systems (OS) or is integrating at least three back-end data sources should deploy a MEAP. Gartner predicts that by the end of 2012, 95 percent of organizations will choose a MEAP or packaged mobile application as their primary mobile development platform.

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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. These enablers are features of a MEAP platform. Support more than one mobile device type and mobile operating system. MEAP solutions are device agnostic and capable of supporting a range of device platforms. Thus, organizations that have been prevented from supporting employees’

personal device preferences can leverage their MEAP to modernize their policy and improve morale. Support in-house capacity for mobile application development and customization. MEAP solutions support standard programming tools, making it easy to write custom extensions for mobile applications. Centrally manage all mobile devices through over-the-air device access. 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. Remotely lock mobile devices and remotely wipe data from devices.

Which of the Following, Would You Say, 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, Mobile Enterprise Software Survey, 2009: N=309

5%

10%

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20%

25%

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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.

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By making it easy to lock and wipe data on any device, a MEAP instantly neutralizes the biggest risks of mobilizing enterprise data without additional cost or labor.

More with Less

What’s the Point?
A platform isn’t always necessary. if you support only one application on a single device with a small number of users, a point product can be an inexpensive and easy solution. the problem is assuming you’ll never need to change or expand the way the solution is used. Few organizations can or want to commit to such a limited mobile strategy. Why? Customizing point solutions is difficult and costly. Worse, each additional point solution you adopt exponentially increases the management, development and integration costs. 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. in other words, a meAp. With a platform approach, your mobile infrastructure scales easily with your mobile business needs. Applications, devices, databases and user groups can be added or changed with minimal effort. in short, not every organization needs to go the platform route. Just the ones that are taking enterprise mobility seriously.

One objection I hear from many CIOs is that they are already running too much middleware. Can’t their existing service-oriented architecture (SOA) tools take on mobile devices, too? Typically, no. Rather, deploying a MEAP can mobilize your entire workforce as needed, thus delivering new business value through increased productivity, without exposing the organization to risk of failure or incremental support costs. In short, a platform approach lets you do more with less:
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Speed deployment times Standardize across different devices Leverage development tools you already know and expertise you already have Write once, run on multiple devices through a unified data layer Secure different devices and applications with one approach Centrally manage mobile devices, data and applications Enhance existing business platforms by making them accessible to users anywhere, at any time

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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 1.000,000

— Target

Expected

Difference

View Data

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Custom applications
Software applications
Source: ©2010 SAP AG. All rights reserved.

Platform Architecture: The MEAP provides orchestration between back-end data sources, applications and mobile devices of every stripe.
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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. Savvy enterprises are looking closely at the horizon to gauge their longer-term mobility strategy and planning accordingly. n Greg Jenko oversees Accenture’s mobile systems integration practice, working with clients from early strategy and business case development through design, development, deployment and operation of mobile solutions. He has more than two decades of technology strategy and systems integration experience.

The business case for MEAP grows stronger with every device platform you decide to support, for each back-end

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Young workers and their strong affinity for go-anywhere technology are changing the shape of the enterprise right before our eyes.

Introducing Generation M
It’s easy to think of enterprise mobility as two parts business and one part buzz. After all, smartphones and tablets are today’s “it” consumer gadgets; chasing them too hard smacks of whimsy and threatens the viability of your long-term strategy. Right?
Wrong. In the big picture, devices have nothing to do with it. Desktop computers have already been declared obsolete in three years’ time by Google’s John Herlihy, vice president of online sales and operations, as reported in 2010 by Siliconrepublic. 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. Even the explicit concept of mobile computing will soon be obsolete, as smartphone users add cars, televisions and public terminals to the list of devices they can safely use to interact with their cloud-based data and applications. What will matter is the immediacy of data. Users will expect access to their critical business applications and data whenever and wherever

Ian Thain
Senior Technical Evangelist, Sybase, an SAP Company

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they need them. And they will expect no sacrifice in usability—no matter the form factor. How they access data will have no importance whatsoever. Until we reach that point, IT will need to change its attitude toward technologies that heretofore have been below its notice. Workers are finding business use for social Web applications that have been banned in some companies for being frivolous distractions. In the hardware realm, laptops are rapidly losing favor.

Internet and mobile phones as much for granted as they take electricity and running water. IT needs to cater to these heightened expectations. It’s a way to remain attractive to younger workers in today’s job market, but it’s also an important cultural shift that every organization will eventually need to make. Doing it sooner, rather than later, gives you a head start on competitors and plenty of time to work out any kinks in your mobile strategy. As a senior executive at one U.S.-based manufacturing firm puts it: “We need to attract the right kind of talent. No one wants to go to work for a company if they’re handed an old, gray x86 desktop. We need to be more flexible, as we’re seeing people coming out of college who want iPhone devices, laptops, etc.”

No one wants to go to work for a company if they’re handed an old, gray x86 desktop.
Gen Y Leads the Way

Take the youngest members of the workforce as well as college-age users. This “Millennial” generation communicates at a relentless pace, moving effortlessly from one computing device to another. For them, the “best” computing device is the one that’s most convenient. When asked, however, Millennials strongly prefer a smartphone to a laptop. Fifty-one percent of 18- to 24-year-olds surveyed by Accenture said they would prefer to use a mobile handset; only 22 percent prefer a PC. Among those 45 and older, only 27 percent prefer a mobile device. Unlike baby boomers, who are simply happy if technology works, 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. IT once prized homogeneous hardware because it made desktop PCs and their applications

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easier to manage. But the rise of cloud computing and desktop virtualization means more applications run on a server. Combine that with more sophisticated endpoint management solutions, which ease the burden of supporting a diverse computing ecosystem, and the need for identical gray desktop boxes goes away. Companies such as CARFAX and Kraft Foods, with its 97,000 employees, have already taken this course. Organizations that are innovating in this area understand that bring-yourown-device policies can empower employees to be more creative, efficient and productive. Gadget lust is no longer confined to the geeky. Workers, especially younger ones, identify closely with technology brands. The opportunity to use their preferred technology while at work boosts morale and offers familiarity that can increase productivity. A bring-your-own approach can also save on capital expenditures. 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, efficient and productive.

today’s device-hungry workforce. An interest-free loan for new computers is a simple way to start. Some organizations offer to pay the carrier bill for a smartphone. At up to $1,000 a year, this can be an even better deal for the employee than a new laptop every three years.

Next-Generation IT Is an Anywhere Generation

Regardless of how it arrives, there’s no denying that a wide assortment of hardware and software is finding its way onto the desks of end users. IT’s efforts to stem the flow are futile at best and counterproductive at worst. A truly nextgeneration IT strategy will abandon traditional ideas about desktop requisition and applications, turning IT’s attention to anywhere, all-the-time data delivery. n As senior technical evangelist, Ian Thain covers the latest mobile developments. For the last few years, Thain has focused on enterprise mobile applications with Sybase PocketBuilder as well as Sybase WorkSpace. He is now evangelizing the Sybase Unwired Platform. Read more at Thain’s blog at Sybase.com.

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Discover five ways that tablets will be different—and even better— than smartphones.

Mobility: The Second Wave
Tablet computers are by no means new: Scientists have been tinkering with them for more than half a century, 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. Blame the technology—stylus-based data entry, dearth of tablet-enabled applications and slow hardware—as well as the scant awareness of the possibilities of mobile computing. Even the rebirth of tablets several years ago as Mobile Internet Devices (MIDs) wasn’t embraced, due to slow connectivity and few applications.
Today, with the wide adoption of smartphones in both the workplace and general life, the world has welcomed—and, in fact, demands—mobile connectivity and computing. The return of the tablet PC as a device using a true mobile operating system (iOS, Android, webOS and so on) will catalyze the second wave of growth in enterprise mobility. This adoption is already occurring, as users discover the merits of a tablet over the smartphone as a productivity tool. Here are five reasons why.

Philippe Winthrop
Managing Director, The Enterprise Mobility Foundation

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Tablets are the most effective mobile form factor. Tablets—by design—strike the balance between the usability of a laptop and the portability of a smartphone. While mobile operating systems continue to improve, their power will always remain partly untapped on a 3- to 4-inch screen. The additional real estate provided by a 7- to 10-inch tablet screen ensures that applications run well, workers are productive and computer bag straps never snap.

Tablets improve employee efficiency and customer satisfaction in new ways. Laptops and smartphones have started to mobilize industries such as healthcare and hospitality, as well as verticals where field work is common. But tablets bring unprecedented power, ease and style. With a tablet, a physician can look up patient medical records while making rounds, improving quality of care. In a hotel, tabletwielding concierges can register guests for events or dinner reservations, increasing revenues and guest (customer) satisfaction. Field service technicians can see their next appointments and pull up technical documents while performing a repair, minimizing the number of visits required to complete a service ticket. In all of these cases, operational efficiency increases, as does customer satisfaction. Tablets remove the need for the stylus. Today’s smartphone touch screen excels in many areas, but precision data entry is not one of them. Filling out intricate forms remains easier with a stylus, especially in dusty, dirty environments. But in

With a tablet, a physician can look up patient medical records while making rounds, improving quality of care.
Tablets will finally bring to life the dream of mobile unified communications. Unified communications (UC) is another technology that has been around for some time but has only recently made market inroads. Small tablets will be able to integrate into a desk phone and provide a vibrant virtual keypad when docked. When fully mobile, the tablet (with its high-definition screen) will allow mobile telepresence through its built-in webcam. UC is about more than videoconferencing; it’s about collaboration. As software and networks catch up to tablets, we’ll soon be able to talk to colleagues while editing the same document—something impractical on smaller smartphones.

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non-extreme environments, touch-based tablets are large enough that fingers become a sort of “organic stylus.” Seemingly trivial at face value, this capability enables tablets to offer an attractive middle ground between touch-based smartphones and stylus-based devices. Tablets make the mobile Internet bidirectional. Smartphones have certainly been revolutionary, but they still by and large provide only a means to consume information from the Internet. The tablet’s larger size and precision mean that workers will be more willing to create content on their mobile devices. Emails will go from being short responses to more substantive correspondence with attached documents created on the tablet. Individuals will also be more adept at entering information into a corporate application—such as a customer relationship management (CRM) application, enterprise resource planning (ERP) system or human resources (HR)-oriented time-and-expense application— using a tablet. Making it easy for employees to move data to and from their tablet is something the smartphone lacks. 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.
tablet will increase the business velocity of the mobilized workplace. Tablets, mobile Internet devices, slates, slabs: Whatever we call them, this generation of tablet computers has finally been accepted as a credible and viable solution for the mobile application paradigm in the enterprise. This acceptance, 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, suggests that tablets will drive forthcoming trends in enterprise mobile computing. n After spending almost 15 years in various market research roles, Philippe Winthrop is now the founder and managing director of The Enterprise Mobility Foundation, the organization behind The Enterprise Mobility Forum. The forum is the fastest growing social network and content portal exclusively dedicated to enterprise mobility. Winthrop is a frequent commentator and speaker on enterprise mobility strategy, management and applications for the mobile enterprise.

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Targets for your mobile application investments are everywhere. By knowing what’s possible you can narrow your sights and maximize business value.

Planning for the Future
Once you understand the tremendous potential of a mobile
enterprise, deciding to empower your employees with technology is easy. The difficulty is in creating a road map that maximizes the Return on Investment (ROI) of your IT dollars. After you’ve nabbed all the low-hanging fruit, such as email and calendars, the path forward can start to get complicated. Fortunately, the biggest efficiency opportunities are universal. All companies have sales, service, supply chain and other divisions that could be mobilized. These use case scenarios can help you visualize the best ways to mobilize your organization.

Sales

Your sales team is likely the biggest beneficiary of your mobilization efforts. You want your team to be in front of the customer, on-site and prepared. Arming your salespeople with real-time information from your Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), supply chain and inventory systems from a mobile device

Senthil Krishnapillai
Director of Product Management Sybase, an SAP Company

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Automating delivery of trouble tickets and service orders to a mobile device streamlines processes and eliminates waste.
will provide better customer service, a trusted relationship and higher margins through better decision making. While CRM is likely the place to start, it isn’t the only application that sales teams can use. Salespeople are often enthusiastic users of social media tools, such as Twitter, Facebook and LinkedIn, which they use to engage customers. In the near future, sales teams will leverage tools with uniquely mobile capabilities, such as on-device cameras for augmented reality applications or GPS for enhanced geospatial sensitivity. problems faster and serve more clients per day, creating potentially higher sales revenue for the company in the process. 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. The mobile application helps Amica perform 235 additional appraisals per year and increase same-day inspections by 265 percent. The projected ROI of this mobilization project is only six months.

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. 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. For example, imagine cable service technicians in the field who can offer promotion packages during service calls based on the customers’ interests. If technicians can create an order and provision the service on the spot, customers get the personal touch and immediate satisfaction. Mobile field service applications also help technicians resolve

Supply Chain

Every organization has a chain of partners. Working with these partners involves complex interactions, including ordering parts, negotiating contracts, approving discounts, obtaining status reports and more. A typical workflow could comprise multiple interactions by different departments across all partners in the chain. Mobilizing these process flows can not only make them faster, it enables real-time

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data analysis for ongoing process improvements. For example, at beet harvest time, 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 company replaced a tedious and complex paper-based system with a tablet-based mobile solution that coordinates data about transportation, cranes, weighing, field readiness, crop ownership and the labor force. The solution has shortened the total processing time for a beet field by several days.

The mobile application helps Amica perform 235 additional appraisals per year and increase same-day inspections by 265 percent.
For example, a chemical production company with 20-plus facilities spread across thousands of miles will employ engineers, scientists, geologists and businesspeople in many locations. With no local Human Resources (HR) presence to work with, these remote users need self-service capabilities for personnel records, benefits forms, performance management processes and resignations and transfers. A self-service HR portal with mobile accessibility could slash administration time and improve job satisfaction for many high-value employees.

Human Resources

Workflow applications are very useful in human resource departments, where approval bottlenecks often impede processes and paperwork. Allowing employees to fill out and submit time sheets, vacation requests and expense reimbursements from their mobile devices speeds the process; letting managers provide approvals the same way frees them to use their time more effectively. In some cases, the faster pace can measurably lower costs.

Management

To be effective, a manager must understand the pulse of the organization—and that requires metrics. A dashboard view of key performance indicators helps managers make optimal on-the-spot decisions and provide leadership when away from the office. Likewise, they can provide better advice if they can call up pertinent data—margins or order history, for instance—during a consultation. In one case, a Polish baby food company, AlimaGerber, implemented a mobile solution to

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Managers can analyze historical data instantly and react quickly to the changing market.
provide a critical feedback loop for salespeople and their managers. 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, based on real-time updates from sales representatives in the field. Managers can analyze historical data instantly and react quickly to the changing market.

processed. Since floor supervisors can’t be everywhere at once, a mobile dashboard of sensor readings would make it possible for them to detect problem conditions immediately and react quickly before production is affected.

Retail

Mobile point-of-sale applications untether clerks from the central register, freeing them to provide better customer service. From the floor, a clerk can tap into the inventory management system, call up images of out-of-stock items or perform transactions directly from the handheld device. Tablets, too, are joining the fray: Wells Fargo employees are demonstrating financial service offerings to potential customers on Apple iPad tablets, and Mercedes-Benz salespeople are calling up financing options for customers from iPad devices while roaming the show floor.

Manufacturing

When plant managers have mobile access to the spare parts database, they can determine immediately whether the broken valve on the production line is in stock. As an added measure, 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, shelf and bin) they’ll find the part they need. Such applications return the production line to service as fast as possible. Mobile monitoring of wireless sensor data is another excellent way to improve efficiency on the shop floor. For example, food manufacturers employ sensor technology to track the pressure, temperature or rate of flow for edible materials as they are

Information Technology

Even IT can benefit from greater mobile efficiency. 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.

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Mobile point-of-sale applications untether clerks from the central register, freeing them to provide better customer service.
Dominion Enterprises, a 5,800-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. But simple monitoring is just the first step: Technicians can run jobs and manipulate those systems. For instance, database engineers will remotely run a job to rebuild indexes, improving overall IT responsiveness.

with very low ongoing costs. Let your imagination be your guide as you consider the many powerful opportunities of mobile enterprise applications. n Senthil Krishnapillai is director of product management at Sybase. Krishnapillai’s enterprise mobility group is responsible for designing and bringing future generations of mobile collaboration and platform products to the market. Krishnapillai is experienced in managing enterprise products for worldwide markets and has successfully developed and marketed innovative products for the mobility market. Krishnapillai has more than 15 years experience in product management, product marketing and product development for mobile devices and smartphones with Sybase and Extended Systems, and he was the founder of Rand Software, a synchronization software company. He is a member of various consortiums including OMA-DS and CTIA.

An Investment in the Future

Once you’ve begun mobilizing the enterprise, you’ll find additional ways to leverage your initial investment everywhere. Awell-designed mobile framework is easy to extend and modify, making it possible to improve on your initial ROI by orders of magnitude,

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The mobile marketplace is an ecosystem. Choose partners that embrace collaboration.

Cooperation Breeds Success
You wouldn’t buy a computer if no applications were available 
to run on it. In the mobile world, this same principle applies, but on  a much broader and more integrated scale. All mobile solutions are  thoroughly interconnected, involving multiple platforms, operating  systems, applications, network topologies and data stores. As an example, different devices meet different needs and  have a unique set of operating requirements that are specific to  that device and what it is accessing. Whether  the end user’s device is an Apple iPad or iPhone,   Google Android, Research in Motion (RIM) BlackBerry    or PlayBook or something else can add significant   complexity and dependencies to completing   any mobile transaction. The process of connecting   a device to a back-end system—whether it’s  Amazon.com or an enterprise portal—has lots  of variables and staggering amounts of detail.  Successful deployment of mobile solutions   Dan Ortega requires a comprehensive understanding of  Senior Director of these competing and overlapping technologies  Product Marketing, Sybase, and process flows. an SAP Company

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Mature solutions providers already know that the inherent heterogeneity of mobile technology requires cooperation.
The issue, of course, is that enterprises have  businesses to run and value to deliver to their  customers. Providing integration among multiple  device platforms, applications and back-end data   sources is the job of an enterprise’s mobile technology  partners. No single provider can handle every aspect   needed to fully mobilize an enterprise. Mature   solutions providers already know that the  inherent heterogeneity of mobile technology  requires cooperation.

to ensure their technologies work  as expected once in production.  Such pre-integration testing  reduces the burden on enterprise  IT departments, allowing them to  focus on deployment. Having integrated solutions  also means the ecosystem can  leverage the joint strength of   partners. Providers that   collaborate can quickly introduce  co-innovations that enrich the  marketplace. Integration and co-innovation  require healthy relationships with  other best-of-breed vendors. For   example, providers need experience in working with device  manufacturers Apple, Google,  Motorola, RIM and Samsung—and  must be willing to move quickly  to develop new relationships as  platform trends change.

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, not on  A market dominance Mobile solutions have many interdependent  parts and the mobile landscape constantly changes.  Because of this, 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. An ecosystem partner  should do all of the following:
n 

U   nderstand your business  and the unique value you create  for your customers

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n 

U   nderstand what impact  mobility can have on your  business, 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, its  size, 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. For example, if you’re a retailer,  it’s not enough just to mobilize  the customer experience. You  must mobilize the supply chain as  well. A mobilized front end can’t  be very effective if everything  grinds to a halt on the supply side.  Depending on the size of your   business, calling the shots on  mobility transformation can  galvanize your entire industry to  change for the better. If yours is a large enterprise and  you have a very complex environment that involves many partners,  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.
help you succeed. Not just any provider can deliver a  mobile enterprise strategy for the Fortune 100. Finally, every provider must be willing to compromise    and step back when product overlap inevitably  occurs. No enterprise of any size should tolerate  providers that want to instigate a turf war over its  mobile project. Whatever is in the best interest of  the customer takes priority.

Defeating Complexity

Mobilizing an enterprise is a much larger and more  complex endeavor than deploying a few mobile   applications here and there. Only technology partners   that actively participate in the larger mobile  ecosystem can provide the integrated, holistic and  strategic vision that leads to success. n Dan Ortega is senior director of product marketing for Sybase mobility products. Ortega brings more than 20 years of technology marketing experience to Sybase, having held senior-level marketing positions with a series of successful startups in the mobility and analytics domains. He also has worked with expansion stage companies, such as Centigram Communications, and Fortune 500 companies, including Sun Microsystems and Wang Labs.

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In the Apps Universe, Simplicity Rules
For application providers, executing the right features with a simple, effective user experience is key.

The demand for applications is driving mobility 
deep into the enterprise much faster than many  predicted. For this reason, applications, more than  anything else, tell the tale of what is and isn’t  working in the mobile enterprise. 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. Our executive panel consists of:
n 

n 

B   rian Farrington, director,  mobile application services,   Unwired Revolution n    lexander Ilg, founder and  A managing director, msc mobile n    nkur Mathur, mobile practice  A lead, UK, Accenture n    we May, co-founder and  U managing director, maihiro n    teffen Schwark, enterprise  S mobility lead, 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; today  the whole enterprise demands  mobile solutions. The executive  managers, because they realize  that not being mobile becomes  a competitive disadvantage; the  business, because they want to  optimize their business processes;   

J   ens Beier, co-founder and managing director,  NEO Business Partners n    tefan Christen, CEO, Swiss1mobile AG  S
“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.”
—Brian Farrington, Director, Mobile Application Services, Unwired Revolution

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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   

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“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  

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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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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  
“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.”
—Ankur Mathur, Mobile Practice Lead, UK, Accenture

evolve. Second, communicate the  changes with the user community    in advance. Ask the users who  are involved with the project to  present some of the upcoming  changes. And last, but certainly  not least, 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. Bluefin: Ideally, applications  will be provided on the mobile  device of the users’ choice.  In these situations, 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. In fact, mobile apps can  support other change initiatives.  Combining the introduction of  a mobile CRM application with  the changes to the CRM system  can boost the usage. NEO Business Partners: If you’re  not letting users choose their own  devices, the device evaluation  phase is very important. Include  enough time in the device testing  phase to make sure future users  can test the mobile application  on all the devices. n

understand the value of using the app and doing  something different from what they did before. You  have to clearly explain why the new application  and new process will make their lives easier. Unwired Revolution: First and foremost, include  a subset of users in the process. Let them see the  vision, 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.”
—Jens Beier, Co-founder and Managing Director, NEO Business Partners

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More Change Ahead for Devices
With tablets taking off, executives agree that change is the one constant in the device marketplace.

More than ever before, device trends are 

having a very real effect on enterprise IT and the  overall strategy for key business processes. With  operating system (OS) dominance in constant flux  and the sudden success of major new form factors,  such as the tablet, rapid change is the new normal.  We asked three major participants in the device/OS  market to share their thoughts on security, tablets  and user support over the next 24 months. Our executive panel consists of:

as WiMAX and LTE [Long Term  Evolution] will lead to improved  fidelity of mobile scenarios. For  enterprises, managing a diverse  fleet of devices and empowering  mobile workers will become an  important priority. RIM: Watch for these three  trends: (1) proliferation of tablets  for business and personal use,  (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. 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   

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J   eff McDowell, senior vice president, Enterprise  and platform marketing, Research In Motion (RIM) n    ayur Kamat, enterprise mobile product  M manager, Google n    ick Bylina, product marketing consultant,  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. Smartphones will  continue their growth and will count for an increased  percentage of the overall phone market. Faster  mobile broadband speeds through technologies such 

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“The major complication will be logically separating the two types of data while providing IT the ability to secure and manage the work information in sandboxes.”
—Rick Bylina, Product Marketing Consultant, Motorola

Sybase: Are enterprises still  hesitant to adopt smartphones  because of security concerns?  What needs to change to make  enterprises see smartphones  and tablets as secure? Motorola: Currently there are  efforts to address the void left by  OS developers who have not closed  the gap between security needs  and what is available in the core  OS. These efforts are being carried  out by OEMs [original equipment  manufacturers] such as Motorola   and third-party providers of   enterprise security and device   manageability. For instance,   Motorola has added to the Android  OS to allow more than 50 Microsoft  Exchange policies to be enforceable  on Motorola Android phones. Google: Security is a valid and  growing concern in IT because   of the massive influx of potentially   insecure endpoints. 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. Sybase: As smartphone and tablet  feature sets and capabilities  increase, how can you ensure a  simple user experience?

when a user is in personal mode vs. business mode,  and that enables an organization to protect data  and an individual to maintain privacy. Businesses   need to understand the security challenges of   supporting both work and personal data on a single  mobile device and find a solution that balances the  two effortlessly without compromising security or  employees’ privacy. Google: In most cases, employers are requiring users  to agree to terms of use that say that if users are  accessing corporate data on personal devices, then  they agree to enforce policies on those devices (such  as requiring a password) and you will notify IT if a  device is lost or stolen so that all the data on the  phone can be wiped. The ability for administrators  to remotely manage individually liable devices is  quickly growing in importance. Motorola: The trend toward a single device for  work and home will continue to prevail. The   customization of device interfaces and applications  will provide for a more distinct separation between  work and personal information. The major   complication will be logically separating the two  types of data while providing IT the ability to secure  and manage the work information in sandboxes.

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Motorola: Intuitive user interface  design has always been the key to  providing rich mobile experiences.  Interfaces and applications that  take into account the small screen  real estate and the “always connected” nature of mobile devices  will help ensure simple, rich and  productive user experiences. RIM: From the start, RIM’s focus  has been on simple, integrated,   quality applications that are highly   useful and just work, effortlessly.  We have a term for these types of  apps: super apps. Characteristics  of a super app include:
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“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.”
—Mayur Kamat, Enterprise Mobile Product Manager, Google

A   n always-on experience R   eal-time proactive alerting  and notifications n    igh efficiency, scalability and  H context sensitivity n    ight integration with the  T BlackBerry smartphone   interface and apps such as  the homescreen, messages  list, 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. Google: There is no one approach  that will succeed. Some platforms  will go the route of closed–decision   

making, with a standardized user experience but   limited innovation potential. Others will be  completely open, allowing innovation at the cost  of diversified user experience. 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. Sybase: How will tablets be adopted into the  mobile enterprise? Motorola: Tablets are a disruptive technology that  will trim the demand for laptops. Vertical markets  will help define which type of device—be it tablet,  smartphone, laptop or some other yet-to-beannounced technology—will be best suited for  particular jobs. Device characteristics, including  weight, screen size, battery life, display resolution  and RF connectivity—such as 3G, 4G, Wi-Fi—will  determine where the device can be most effective.  Applications will adapt to the needs of the job and  ride on the back of the device hardware decision. Google: Certain verticals are seeing strong adoption  of tablets—healthcare and education being two of  them. Tablets are great devices for scenarios that  involve more data consumption than data creation. n

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Managed Services: Faster Deployments
Security concerns and platform complexity are driving enterprises of every size to consider an outsourced approach to mobile device management.

As storage and connectivity costs have come 

down, the cloud has proven itself time and again as  a practical solution for IT challenges, and mobility is  no exception. We talked to executives at five mobile  managed service providers about how this new  deployment model is taking shape. Our executive panel consists of:

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J   eff Pack, president,  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, to stay  updated on handset and   platform development and to  support individual user configurations. Managed mobility services  are a perfect fit for these requests. Orange: Enterprises in every  industry face different challenges   and trends, pushing them in  different “mobile directions.”  Some organizations are driven  by immediate savings: They are  looking for a provider that offers  a global procurement solution.  Others are looking for a partner 

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A   lex Bausch, CEO and founder, Veliq J   orge Chauca, marketing solutions manager,  Orange Business Services n    aby Groff-Jensen, sales and marketing director,  G SmartPhones Telecom AS n    øren Linde, partner, Mobility Architects S
“Our enterprise customers request a solution that is multi-platform, user friendly, scalable and self-service and that can satisfy the needs of the three key mobility stakeholders: the IT department, end users and business owners.”
—Alex Bausch, CEO and Founder, Veliq

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able to manage the full life cycle  of a fleet management service,  including ordering, provisioning,  device management, support  and so on. We also see requests  coming from fields such as  network design, consulting and  service integration. Veliq: Our enterprise customers  request a solution that is multiplatform, user friendly, scalable  and self-service and that can  satisfy the needs of the three  key mobility stakeholders: the  IT department, end users and  business owners. SmartPhones Telecom: Considering the vast number of smartphone users and the delicate  nature of the information stored  on these devices, security is more  important than ever. Companies  need to define a policy on how  smartphones should be used, but  they cannot put the responsibility on the user to make sure the  policies are followed. A mobile  device management [MDM] tool  is essential for a company that  wishes to secure its smartphones  while providing reliable security  and management. 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, but they cannot put the responsibility on the user to make sure the policies are followed.”
—Gaby Groff-Jensen, Sales and Marketing Director, SmartPhones Telecom AS

Veliq: The first challenge is their lack of a mobility  strategy. The second is dealing effectively with  employees bringing in their own devices. And the  third is keeping their mobile solutions simple,  secure and manageable at a low cost. SmartPhones Telecom: Windows Mobile used to  be the preferred operating system for companies.  However, Apple and Google introduced a whole new  approach to operating mobile phones. Limited MDM    functionality on these systems and decreased  interest in Windows Mobile has left the market  in limbo; customers expect the same level of  functionality and security that they once got on  Windows Mobile on iPhone and Android devices. Sybase: What strategies are you recommending to  enterprises to help them become mobile? Orange: First, get prepared: Customers must  understand and know contracts, budgets, spend  and suppliers. They must also look at how the  business will develop internally and externally and  what kind of applications and security tools are  needed. Second, take control of spend and policies  by simplifying contracts and leveraging buying 

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“Our customers require their hosted security to be as secure as internally deployed security. Most of our customers have compliance mandates that have strict enforcement guidelines.”
—Jeff Pack, President, 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. Most of our customers   have compliance mandates  that have strict enforcement  guidelines. Device security policy  enforcement, such as device  power-on password policy  enforcement, network access  restrictions, data encryption,   device feature disablement,  white-listing email access and  remote wipe are some of the   security policies that are important   to our enterprise customers. SmartPhones Telecom: Roughly  50 percent of our customers  prefer hosted over in-house.  Larger companies used to prefer  in-house solutions, but this  is starting to change. Remote  wipe, power-on password and  encryption of all data, including  the memory card, are the features  they most often request. Mobility Architects: When  comparing hosted and in-house  solutions, customers will always  find hosted security on par with  

power by working with international partners. They  should assess solutions that can remotely manage,  support and secure all employees’ mobile devices.  Finally, get ambitious: Have clear policies for mobile  usage and a development plan for mobile services,  applications and security. Veliq: Enterprises should dare to wonder whether  they want to own mobility solutions or just use  solutions. They should ask themselves: Will I be  able to keep up the necessary investments of a  hyperdynamic marketplace, or would it make  better business sense to rely on a mobility partner  and go for a proven, 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, and we expect this market to grow rapidly over the next couple of years.”
—Søren Linde, Partner, Mobility Architects

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in-house. 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. Mobile devices retrieve  information from the corporate  network while device security is  controlled by the service provider. Sybase: Describe the typical  enterprise using managed  services today. RemoteRelief: Our managed  services customers include  recognized brand-name chain  store retailers, pharmaceuticals,  beverage distributors, grocery,  convenience store retailers,  government and other service  providers. Customers vary in  size from small deployments of  fewer than 50 remote devices to  more than 2,500 devices. Mobility Architects: The demand  seems to be independent of   the size of operation. 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. Sybase: What expectations do  you have for managed services? 

“Our goal is to create a broad and flexible managed mobility portfolio covering devices, sourcing, expense management, applications and help desk.”
—Jorge Chauca, Marketing Solutions Manager, Orange Business Services

Since it’s a growth area, 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. We’ve invested in developer  skills on Windows Mobile, Android, iOS, Symbian  and BlackBerry. Mobility Architects: With the introduction of  technologies to support several customers in one  hosted device management environment, service  providers and telcos are now looking into offering  low-cost hosted MDM to the mid-market. We are  currently assisting a number of customers on how  to establish a device management service offering,  and we expect this market to grow rapidly over the  next couple of years. Orange: Our market view is that each customer  has a unique set of issues, challenges and needs   in mobility. Our goal is to create a broad and   flexible managed mobility portfolio covering   devices, sourcing, expense management,   applications and help desk. n

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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. And, of course, companies that have high morale find it easier to recruit and retain high-value employees.
The revenue upside from improved data efficiency is eye-popping. According to a 2010 study from the University of Texas at Austin, a 10 percent improvement in data intelligence and accessibility can bring $17 million in new product revenue and $14.7 million in new customer revenue for a typical Fortune 1000 company. Yet, IT is correct to have concerns. Each platform supported and application deployed has the potential to increase IT’s burden exponentially. Controlling security and management effort are critical to success, but first you must understand what you’re up against. Here are the five common challenges facing the mobile enterprise, followed by one prescription to help your mobile strategy be a success.

Dan Mahowald
Vice President of Mobility, SAP

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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:
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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

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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.
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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:
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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

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U.S. AIR FORCE CASE STUDY

Mobility Accomplished
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

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With potentially over 15,000 different handheld and laptop devices in use throughout the USAF, it is an astounding feat to enable all to record supply chain data simultaneously.
architecture remain the same regardless of what hardware or device is used, and data is easily transferred between users. With potentially over 15,000 different handheld and laptop devices in use throughout the USAF, 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, especially for the military where security and functionality standards are paramount. However, that is the case with the EDCL, as it uses out-of-the-box functionality. 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. The mobile computing capabilities also require fail-safe mobile security. 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. The collection of all supply-chain data into a single database means that airmen can focus on business intelligence applications, not data entry or management. The EDCL effectively collapses the supply chain by offering better visibility to the user through AIT capabilities, allowing for more educated decisions about how to expedite requisitions. 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. These capabilities allow airmen to concentrate on developing the business logic and processes of their mobile applications without worrying about hardware integration, network connectivity, or application and data synchronization that must span security layers. By standardizing the architecture and how applications are delivered, and keeping sustainment costs low, the project was accredited by the Department of Defense, sparking the interest of other branches of the U.S. Armed Forces. n

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Smartphones and tablets are becoming more prevalent in the enterprise. Don’t let them be a security hazard.

Mobile Lockdown
Forty-three percent—that’s how many IT executives are worried about the security implications of supporting smartphones inside their enterprise, according to a survey by Forrester Research. CIOs are right to be concerned; mobile technology comes with more than its share of security risks.
Mobile devices are an easy target. Phones disappear frequently. Any sensitive data that resides on a lost device is accessible to whoever finds it. As more employees bring their own devices to the office, IT has a new headache: Departments need to keep close account of these devices, who is using them and for what purpose. One Sybase customer was shocked to find more than 1,000 unauthorized devices on its network during an audit. Such unauthorized devices are a potential source of viruses or other malware and must be identified. And there are other issues as well: Virtual offices and telecommuting arrangements make it difficult to implement user group policies,

Joe Owen,
Vice President of Engineering, Sybase, an SAP Company

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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, user authentication and password updates.

Making Mobile Security Priority No. 1

require employees to set a strong password on their mobile device and to change it every three to six months. mobile management systems can automate enforcement. n What’s my plan if a personal device gets lost or stolen? passwords aren’t enough; you must be able to lock and wipe the device remotely. the first lets you “freeze” a device, which is useful if there’s a good chance it will turn up again. if it’s gone for good, remote wipe lets you permanently erase stored data. 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. When an employee leaves, it can wipe the enterprise data from that person’s device while leaving personal data unaffected. this capability protects the organization without inconveniencing the user. n How do I keep prying eyes away from confidential files? Use mobility management software to encrypt enterprise data, both as it is transmitted and when it is “at rest” in the device’s memory.

In their rush to address the incredible demand for mobile applications, many organizations will struggle to ramp up security in kind. 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.” Companies can slow down their mobile adoption—but they risk losing loyal customers and ceding their position in the competitive marketplace. For those who would rather not pay such a dear price, the trick will be finding just the right balance: maintaining the integrity and security of the network without creating irritating hurdles for end users. A mobile governance policy is a good place to start. This policy codifies rules and regulations, such as how often users must change their passwords and what software must be installed on each device. It provides the framework to secure both network traffic and sensitive internal data.

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But governance does nothing to abate the growing burden on resource-challenged IT departments to administer mobile devices. The mobile security workload typically includes the following:
n n

One Sybase customer was shocked to find more than 1,000 unauthorized devices on its network during an audit.
device management and security solution should be at the heart of any business’ mobile strategy,” says a Forrester Research report. “Investments in mobile device management solutions will have an immediate impact on the mobile operations of the business. It will lighten the support burden on IT professionals and afford them more time to work on strategic projects, not just keep the lights on.” Not only that, 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. This comprehensive, balanced approach is exactly what most mobile enterprises need. n As vice president of engineering for Sybase, an SAP Company, product technology operations, Joe Owen is responsible for product strategy and R&D efforts for the company’s mobile management and security products. Owen earned a B.S. degree in computer science from the Georgia Institute of Technology’s School of Information and Computer Science.

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, including call filtering Remote delivery of security patch updates Over-the-air encryption

The Merits of a Platform Approach

Fortunately, a proven mobility management platform excels at solving these problems without overtaxing IT resources—even at companies experiencing fast smartphone growth. Neither traditional software management suites nor narrow point solutions are up to the task. 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. Industry analysts support this view. “A comprehensive mobile

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Can Compliance and Mobility Commingle?
For organizations in highly regulated industries, the juxtaposition of security mandates and mobile devices jangles nerves.

A data breach costs a company an average of $3.4 million, according to a worldwide report published in 2010 by the Ponemon Institute. That figure is roughly double in the United States. And 32 percent of breaches involved lost or stolen laptops or other mobile data-bearing devices—a number that is surely growing as fast, or faster, than mobile device usage.
Mobile computing has inherent security risks. But it can be particularly troublesome for organizations in highly regulated industries. As luck would have it, many of the industries with the biggest regulatory hurdles are the very ones with the most to gain from mobility. Take utility companies, with their meter readers and other mobile workers. When armed with rugged mobile devices, such field workers require uninterrupted access to mobile data. Yet utilities operate under a host of rigorous federal regulations and the threat of fines of up to $1 million per violation, per day. Like it or not, regulators are responding to mobile adoption by continuing to tighten the security screws. That puts IT in the hot seat.

Jeff Pack
President, RemoteRelief

Giving Up on Prohibition

Companies typically enact stringent user polices that prohibit employees from storing customer, patient or bank information on their laptops or smartphones. Or they might attempt to prevent mobile devices from accessing this data. Realistically, though, employees often need to access this businesscritical data from their mobile devices. Careless or rushed employees also circumvent prohibitions against storing data on their mobile devices. As a result, IT needs a contingency plan to erase data that should

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never have been stored on the devices in the first place.
n

Educating employees about mobile security is the first, and most important, step a company can take. But that is no substitute for technology. 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. These 10 mobile security features can help keep companies in compliance:
n

n

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n

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n

n

n

Enforced authentication: Users must enter a password when the device is cycled on. Over-the-air data encryption: Data exchange is fully protected using Secure Sockets Layer (SSL). Remote control capability: Administrators can take control of the mobile device. Remote wipe: Administrators can clear all data and settings on a lost or stolen smartphone or tablet. Remote data fading: Administrators can automatically wipe out data on a mobile device if it has been lost, stolen or inactive. Full disk encryption: This makes it nearly impossible for

anyone without authorization to read private data on a mobile device. Separation of personal and enterprise information: IT should be able to secure, control and erase corporate data and applications, separating them from personal photos, music or games. User access rights and security policies: IT can finely control exactly what data users can access with their mobile devices. Over-the-air provisioning: Administrators can set policies, configure user smartphones and update applications remotely from a central platform. Network filters: A filter collects data and analyzes it so IT can evaluate personal mobile devices coming into the network. One option is to monitor who is attempting access and to block access unless a device management client is installed on the device.

A Better Way

For companies in regulated industries, a security breach or compliance violation can be a financially devastating event. But a blanket moratorium on mobile data access is unfeasible at best and strategically ruinous at worst. Instead, consider tools that let you satisfy regulators— and your employees. n Jeff Pack currently is president of RemoteRelief, Inc., a Sybase partner providing mobile device management consulting, implementation and hosting services. Pack has more than 20 years of remote systems management experience across a broad spectrum of businesses and device platforms. He is a 1985 graduate of Appalachian State University with a Bachelor of Science degree in computer science.

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KINDRED HEALTHCARE CASE STUDY

Getting Physical
Kindred Healthcare improves operational efficiencies and revenue management with more accurate billing and reporting.

Kindred Healthcare, Inc., is a healthcare

services company that through its subsidiaries operates hospitals, nursing centers and a contract rehabilitation services business across the United States. The contract rehabilitation services business— Peoplefirst—is the nation’s second largest contract therapy company, employing over 8,000 individuals the majority of whom work directly with patients at over 600 locations across the country. Historically, 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, time spent with each patient, and other treatment-related information—into the company’s centralized billing system. The time spent keying information into the system was time that could have been better spent working with patients. Additionally, as with any paper-based system that requires re-entry into a computer system, errors were inevitable.

“We created a custom application called Point-of-Care Mobile,” explains Keith Bickett, project manager for Peoplefirst. “We’d had an application called Point-of-Care that ran on desktop PCs, which is what the therapists used to enter their handwritten information. By mobilizing this application, we eliminated that intermediate step.” 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, Kentucky. Device configurations would have to be monitored and maintained, software updates distributed, treatment codes required for billing purposes routinely updated, security policies enforced, patient data securely synchronized and more. Of course, the device management solution had to be proven and reliable.

Building a Healthy System

To improve the quality of care delivered to patients, enhance its therapists’ productivity and increase the accuracy of the patient data required for billing and other purposes, Peoplefirst decided to develop and deploy a mobile system to replace pen and paper.

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“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.”
—Keith Bickett, Project Manager, Peoplefirst

The Point-of-Care Mobile system consists of HP iPAQ devices running the Windows Mobile operating system. Also running on the devices are the Point-of-Care custom application and the Afaria client software. 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. Software updates can be pushed to the therapists’ devices as required. A typical sync session lasts about 90 seconds. “Moving from paper to Point-of-Care-Mobile has produced important benefits for Peoplefirst and for our patients,” says Bickett. “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. This allows them to treat more patients and/or spend more time with each patient, which is critical when your focus is producing the best possible clinical outcomes.” “In addition,” Bickett continues, “the information we capture now is more timely and accurate, which allows us to generate more accurate invoices and improve our cash flow. Management also benefits by being able to view information in near real time, which allows them to optimize scheduling, monitor treatment plans and progress, and meet compliance requirements more efficiently and effectively.” Point-of-Care Mobile has produced additional, somewhat unexpected benefits. 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. And the solution has proven to be a valuable recruiting advantage in the competition for the finite pool of therapy graduates each year. n

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TASTY BAKING COMPANY CASE STUDY

The Sweet Smell of Success
Faster, easier direct-to-store delivery helps Tasty Baking savor more profits.

Tasty Baking Company is one of the country’s leading bakers of snack cakes, pies, cookies and donuts. The company distributes its products to convenience stores, 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.
“The old mobile platform that our distributors used,” explains Chan Kang, director of applications at Tasty Baking Company, “was strictly transactional and text based. As they made their rounds to the numerous outlets on their routes, the distributors would pull outdated products from the shelves, determine restock requirements, 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.” At some point during the day, 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. They would deliver the signed forms to Tasty Baking Company when they returned to the company depot.

Company staff then had to scan these tickets into its record retention system as proof of delivery. “What we wanted to do,” says Kang, “was to create an application for our sales distributors that would help them run their businesses more efficiently and more profitably. 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.”

Choosing Key Technologies

Tasty Baking Company then turned to an outside software application vendor to help them create the new Route DSD

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“We’re a bakery, not a software development company so when we wanted to improve this new Route DSD application, we knew we couldn’t do it ourselves.”
—Chan Kang, Director of Applications, Tasty Baking Company

application. The Route DSD application was installed on Symbol 9090 handheld devices that were issued to the distributors. 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. The new application also includes signature capture functionality, which allows the distributors to capture the store managers’ or receivers’ signatures digitally in the application and incorporate them into the printed delivery tickets. The digital signatures are then electronically transmitted to Tasty Baking Company as proof of delivery. This alleviates the need for the distributors to mail in or deliver the tickets to Tasty Baking Company.

While this functionality is very useful, 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. 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. 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. At that point, and only at that point, is the transaction reported and the store invoiced for the products. “The benefit to our sales distributors,” explains Kang, “is that they don’t have to go to the receiving area and get checked-in, wait while the products are counted and continue to wait until a manager signs various forms acknowledging receipt, which can be quite timeconsuming when stores are busy. Instead, our distributors can just walk in the front door of the retail establishment, do what they have to do as far as merchandising the shelves and then leave. The stores also like the increased efficiency.” n

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Mobility from a Cloud
Need mobility now? Cloud services are a fast, low-cost path to mobilizing the enterprise.

Rapid consumer uptake of smartphones

and tablets makes swift adoption of mobile technology the right thing to do. However, volatility in OS market dominance and new, mobile-specific security risks make enterprise mobility easier said than done. With today’s ultra-tight budgets, even Fortune 500 companies find themselves unable to support desired mobile services—that is, unless they divert IT resources from elsewhere. But limited budgets and increasing mobility business needs aren’t condemned to clash. Many companies are striking the right balance with a different model: managed mobility. 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. Examples of managed mobility services include the following:
n

Terry Stepien
President, Sybase iAnywhere

creates policies across devices or for individual users and implements mobile policies Application management: Deploys new applications, enhances existing applications and mobilizes business processes and desktop applications

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Mobile security: Enforces personal identification number (PIN) code access, sets lock/wipe policies, 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, pushes software and applications to devices,

While managed mobility can take many forms, the common denominator is similar to other hosted services delivered in the cloud: value, immediacy and outsourced complexity. Some of the great reasons to use managed mobility include:
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Easy adoption and integration with back-end systems Low barrier to entry; no capital outlay for infrastructure

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Like software as a service (SaaS) before it, managed mobility offers enterprises agility, low cost and minimal risk of deployment failure.
Easy maintenance and operation Low total cost of ownership (TCO) Improved mobile worker productivity Improved real-time decision making to-do list, including broad device support, security and manageability, in one stroke. You can leverage the investment even further by integrating billing, expense management or provisioning systems, if needed. 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. With its excellent scalability, ease of use and integration, managed mobility may be the best possible choice for enterprises that need secure, managed mobility. n As president of Sybase iAnywhere, Terry Stepien plays an integral role in establishing the company as the premier provider of mobile enterprise solutions. The company has experienced rapid growth under Stepien’s leadership, 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 12,000 customer sites worldwide rely on Sybase iAnywhere to power solutions that help to improve productivity, streamline operations and create new revenue sources.

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So Simple to Start

Core IT pillars such as applications, infrastructure and telecom have all been successfully delivered through the cloud. That’s paved the way for mobile as well. Like software as a service (SaaS) before it, managed mobility offers enterprises agility, low cost and minimal risk of deployment failure. To get started, all you need is a Web browser and a very modest investment in shared infrastructure. You can get all the benefits of a fully mobilized workforce almost immediately. More importantly, you can dispatch most of your

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MOBIDM CASE STUDY

Mobility Service Call
Companies opt for managed services to decrease up-front investment and maintenance costs. MobiDM morphs SaaS into MaaS.

MobiDM, a Netherlands-based mobile

software development company, 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. This solution enables organizations to provision, manage, monitor, maintain and secure mobile devices over any wireless connection from a central console.

of this without requiring an up-front investment by our customers.” In conceptualizing this managed solution, 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, predictable cost of ownership. “We knew from the start that we needed a proven, robust and scalable mobile device management product to power our MobiDM offering,” says Bausch. “Because we knew how critical that would be to our success, we researched a dozen different options. This exhaustive research led us to the conclusion that only Afaria from Sybase iAnywhere could

Solving Three Problems

“As we thought about this,” says Alex Bausch, CEO of the company behind MobiDM, “we decided we wanted to solve three issues with MobiDM. First, we wanted to develop a solution that would not burden customers or require them to hire employees to manage the management solution. Second, we wanted the solution to provide easy-to-use, transparent functionality to enable enforcement of security policies, over-the-air software distribution and application and data updates. We also needed the solution to provide device configuration monitoring and enforcement, multiple device support and the scalability to support the ever growing number of devices in use in today’s enterprises. And finally, we wanted to do all

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“We knew from the start that we needed a proven, robust and scalable mobile device management product to power our MobiDM offering.”
—Alex Bausch, Director, MobiDM

deliver the range of functionality, the multi-platform support and the ability to mesh well with our SaaS strategy that we required.” Beyond selecting Afaria as the mobile device management and security solution to power its managed solution, MobiDM established a relationship with Sybase iAnywhere in which the two companies collaborated in the development process. 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. The company’s user base is growing at a rate of about a thousand new devices each month. Eric van Daatselaar, product portfolio marketeer at Vodafone Netherlands says, “MobiDM is a vital part of our Windows Mobile E-mail

proposition—a SaaS solution aimed at our enterprise customers. MobiDM gives us the opportunity to offer our customers control, management and security over all their smartphones out in the field, including the settings of mobile connectivity from the smartphones to the ICT environment. MobiDM supports the productivity of the mobile employees for an attractive cost per month.” “I believe that our success is due largely to the fact that we are meeting a very pressing need,” says Bausch. “Organizations have embraced mobile technology because it delivers clear and compelling benefits, including increased employee productivity, reduced operational costs, improved data collection and accuracy, the ability to seize opportunities where and when they present themselves and to strengthen relationships with customers and business partners.” Edwin Pastoors, data and telecom manager of ONVZ, a Dutch health-insurance company, comments, “We were looking for a solution to secure and manage our smartphones. In MobiDM we found the solution. The software has minimum impact on the device performance and is very user friendly. We were also attracted by the company’s business model, which requires no up-front investment or any maintenance on our part. We are very satisfied with the service.” n

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Employees Are Changing the Speed of Business
Market research highlights mobile activity in 2010 and trends to watch in 2011.

If 2009 was the Year of the App Store, then 2010 was the Year of the Device. Smartphones— already mainstream among consumers— diversified. The Android platform joined the ranks of the fastest-growing technology platforms ever on the devices of HTC, Motorola, Samsung and Sony Ericsson. Apple continued to improve iPhone, and the company proved the skeptics wrong with its hit iPad, delighting end users and creating the blueprint for a successful tablet that had eluded the industry for more than two decades. Research In Motion (RIM) responded to excitement around the tablet in the enterprise by demoing the Flash-friendly Playbook, expected in early 2011.
So what will 2011 bring? Now that the devices are in place, a huge vacuum for serious business applications remains. The ranks of mobile developers have grown considerably, however. Nearly half a million mobile applications have been written since the launch of the App Store,

Stan Stadelman
Mobility Product Manager, Sybase, an SAP Company

and not all are games. Enterprise mobile application suppliers— systems integrators, IT organizations, operators and application vendors themselves—have steadily built their mobile developer corps, and this year, in addition to custom mobile business applications, packaged mobile business applications should emerge en masse. Moreover, vendors will start to treat mobile applications as

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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: 2,803 IT decision-makers
Source: Forrester Research, Insights for CIOs: Make Mobility Standard Business Practice, September 3, 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. a core offering, rather than a fringe add-on. Their scale will enable ecosystem partners— previously fragmented—to build off core technologies and focus on innovation, competitive differentiation and processes. This activity will result in the diversification of enterprise mobile apps— from form into function—the real maturation of the space. Finally, the No. 1 benefit reported by organizations that have deployed mobile applications is increased worker productivity, which will continue in 2011. During 2011, 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. n Stan Stadelman is a mobility product manager with Sybase, focusing on mobile application tooling and the Sybase Unwired Platform developer community. He is an Objective-C programmer and publishes a blog on mobile, social and emerging platforms at blogs.sybase.com/threecuts.

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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, 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, with an average increase of 10 percent.

Support for Multiple Platforms
Four or more Three Two One None 0%
1,000+
4% 3% 18% 21% 15%

Support for Multiple Platforms

24% 20% 24% 31%

30%

5%
Less than 1,000

10%

15%

20%

25%

30%

35%

Base: 317 IT decision-makers
Source: Computerworld, Mobility 2011 Survey

Platform Demands Continue to Increase: Among enterprise organizations, 45 percent now support three or more platforms and a remarkable 21 percent support four or more platforms.

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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. It remains to be seen whether Microsoft—long the strong No. 2—will successfully make the transition from Windows Mobile OS to the new code base of Windows Phone. (Low Symbian responses are typical for the North American region, and they tend to be higher in other geographies.)

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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: 1,009 mobile technologies and services decision-makers at North American and European companies
Source: Forrester Research, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010 Forrester Research, Managing Mobile Complexity, October 28, 2010, and The Mobile Platform Wars Escalate, June 14, 2010

Support for Personal Devices: More than 56 percent of firms currently provide some level of support to personally owned (individual-liable) mobile devices. Support levels include mobile email, corporate applications, security and various levels of device management.

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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, 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.

Why Is Your Those Who Responded Yes, 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, 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.

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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 and U.K. information workers at companies with 100-plus employees, who use a smartphone at least weekly for work
Source: Forrester Research, Workforce Technographics® US, Canada, And UK Survey, Q3 2009 Forrester Research, Enterprise Mobility Momentum Heats Up In 2010, June 21, 2010

IT Support for Smartphones: Even with the significant increase in IT support for personal devices, 23 percent of workers still report that the primary smartphone they selected and use for work at least weekly is unsupported by IT.

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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?

22%

63%

20%

25%

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.

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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)

5%

10%

15%

20%

25%

30%

35%

40%

Mobile applications

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.

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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%

64%

48% 50%

40% 49% 43% 48%

30%

20% 20% 23%

0%
Currently mobilized

20%

40%

60%

80%

100%

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.

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U. S. Mobile Enterprise Application Market, Satisfaction by Application (2010) Premium Mobile Enterprise Application Market,
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, Adoption of Premium Mobile Enterprise Applications—The U.S. 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. Responses are similar even across different types of applications.

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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, 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.

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What Benefits, If Any, Has Your Firm Experienced as a Result of Deploying What Benefits, if any, 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: 2,247 network and telecom decision-makers
Source: Forrester Research, Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2010 Forrester Research, Insights For CIOs: Make Mobility Standard Business Practice, September 3, 2010

Benefits Realized: Organizations that have deployed mobile applications report increases in worker productivity and efficiency, faster internal and customer-facing issue resolution, and improvements in customer satisfaction.

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How Does Your Firm Acquire and Develop Mobile Applications for Mobile Devices, How Does Your Firm Acquire and Develop Mobile Applications Excluding Laptops?Devices, Excluding Laptops? for Mobile
50% 40% 30% 20% 10% 0%
31% 27% 24% 22% 42%

Custom applications developed by third party

Develop in-house, “homegrown,” 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: 1,009 North American and European enterprise and SMB network and telecom professionals
Source: Forrester Research, Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2010 NOTE: Respondents were permitted to select multiple options, and totals may not equal 100 percent.

Acquisition and Development Preferences: Custom-developed (third-party, systems integrators, in-house and mobile enterprise applications platform) applications still dominate the market for new applications, although the number of packaged mobile enterprise applications is increasing—particularly as the major software suite vendors invest in their mobile offerings.

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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, support, 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, Mobile Development Survey, Volume 1, 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.

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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, Volume 1, 2010.

Native or Web? Native platforms account for more than 55 percent of mobile developers’ projects. Through 2010, requirements for security and device/application management, performance demands, availability of tools and standard developer support, cross-platform support issues around Flash and Silverlight Web technologies, and a maturing set of distribution channels have maintained focus on development for the native OS platforms.

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Mobile Enterprise Applications: Level of Customization Required, 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; Some customization required; no customization needed handled in-house Significant customization Some customization required; required; handled in-house hired a third party to provide Significant customization required; hired a third party to provide
Source: Frost & Sullivan Online Survey, March 2010; N=307

Customization Requirements: For those applications purchased as packaged mobile applications, or as extensions to existing packaged applications, 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.

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Computing Platforms Unit Sales Forecast, 2010–2014Computing Platforms Unit Shipment Forecast, 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, All Countries (Annual Data), 3Q10 Update, September 24, 2010 Forecast: Connected Mobile Consumer Electronics, Worldwide, 2008–2014, October 13, 2010 Forecast: Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, August 30, 2010

Tablets Forecast: Smartphones will exceed the total number of desktop and mobile PC shipments by 2012. Tablets will remain a small portion of the mobile computing platform, and they are expected to have a significant impact in enterprise mobile computing, as they begin replacing some ruggedized devices, field laptops and information-worker devices.

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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, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update, August 30, 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.

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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, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update, August 30, 2010

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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, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update, August 30, 2010

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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, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update, August 30, 2010

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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, January 2011

Cost Savings: Saving money is the most popular reason for companies to deploy mobile apps. According to the IT managers surveyed, mobilizing the enterprise appears to be a fiscally sound strategy.

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Which of the Following Factors, if Any, 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, January 2011

Fear Factor: Enterprises continue to move forward with mobility, but some are struggling with security.

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and develops relevant and creative solutions that are helping clients throughout the world. For more information, visit bluefinsolutions.com

Accenture is a global management consulting, technology services and outsourcing company, with approximately 204,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$21.6 billion for the fiscal year ended Aug. 31, 2010. For more information, visit accenture.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. The forum provides a central hub where people come together to share their experiences and insights about enterprise mobility by participating in discussions, forums, special interest groups, blogs and more—all while accessing unbiased, vendor-agnostic thought leadership. 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. Bluefin Solutions is a leading SAP business and technology consultancy with an established reputation for quality and excellence for its service, consultancy approach and delivery. The Bluefin “Business performance with SAP” strategy underpins and builds on the company’s consulting, technology and outsourcing expertise, creating sustainable value for clients and stakeholders. Through technology and industry expertise, Bluefin Solutions identifies business and technology trends,

Google’s innovative search technologies connect millions of people around the world with information

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COMPANY INDEX

every day. Founded in 1998 by Stanford University Ph.D. students Larry Page and Sergey Brin, Google today is a top Web property in all major global markets. Google’s targeted advertising program provides businesses of all sizes with measurable results, while enhancing the overall Web experience for users. Google is headquartered in Silicon Valley with offices throughout the Americas, Europe and Asia. For more information, visit google.com Mobility Architects assists organizations and enterprises in realizing the potential of mobile technology. Through a visionary and business-focused process, the company creates reliable, scalable and user-friendly solutions. Backed by more than 10 years of practical experience, Mobility Architects has a unique technical and commercial knowledge of mobility. The company has broad competencies and offers advice on all aspects of mobility: strategy and business development, design of mobile infrastructure, mobile security, development of mobile solutions, implementation of device management solutions as well as support and training. For more information, visit mobilityarchitects.com

maihiro is a specialist in customer relationship management (CRM) and supports its customers in the areas of marketing, sales and service by providing management, process and technology consulting services—from devising a strategy and designing processes through implementation and operations management. The company is a consulting and implementation partner to Microsoft, Oracle and SAP. Founded in 2000 by Bernd Hesse, Uwe May and Mark Roes, the CRM consultancy now employs more than 70 people at its headquarters in Ismaning near Munich, Germany, and its subsidiary in Vienna, Austria. In 2010, maihiro was awarded the Top 100 seal of quality as one of Germany’s most innovative midsize companies. maihiro provides consulting services worldwide to companies from a range of sectors. Customers include 1&1 Internet AG, Al Khaliji Commercial Bank, Audi, austriamicrosystems, Bank für Sozialwirtschaft, DEG (KfW Bankengruppe), Europapier, Henkel, Merz Consumer Care, Merz Pharmaceuticals, Styria Media Group, Tridonic, Wacker and Würth. For more information, visit www.maihiro.com

Motorola is known around the world for innovation in communications and is focused on advancing the way the world connects. From broadband communications infrastructure, enterprise mobility and public safety solutions to high-definition video and mobile devices, Motorola is leading the next wave of innovations that enable people, enterprises and governments to be more connected and more mobile. For more information, visit motorola.com

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msc mobile is a Sybase partner and ISV that focuses exclusively on the development and implementation of mobile solutions for SAP. Founded in 2006 by former SAP employees, msc mobile implements mobile solutions via the Sybase Unwired Platform and NetWeaver Mobile. It offers a number of mobile solutions for SAP customers, including applications for customer relationship management (CRM) sales, travel expenses, time sheets and field service—all built on the Sybase technology. For more information, visit msc-mobile.com

Orange Business Services, the France Telecom Orange branch dedicated to business-to-business (B2B) services, is a leading global integrator of communications solutions for multinational corporations. With the world’s largest seamless network for voice and data, Orange Business Services reaches 220 countries and territories with local support in 166. Offering a comprehensive package of communications services covering cloud computing, enterprise mobility, machine-to-machine (M2M), security, unified communications, videoconferencing and broadband, Orange Business Services delivers a best-in-class customer experience across a global landscape. Thousands of enterprise customers and 1.4 million users rely on an Orange Business Services international platform for communicating and conducting business. For more information, visit orange-business.com

NEO Business Partners successfully supports SAP user companies with innovative mobile solutions in the process areas of customer service, maintenance, sales and marketing. The aim is to improve the company’s value creation and competitiveness with customer-friendly and efficient business processes. The NEO Mobile Suite (NMS), an SAP NetWeaver and Sybase Unwired Platform–based suite of mobile applications, is at the center of the NEO portfolio. For more information, visit neo-partners.com

RemoteRelief provides Afaria infrastructure, sales, support and services that allow enterprises to take full advantage of the vast benefits of mobility today and into the future. Whether your workers use personally owned consumer devices or task-specific ruggedized devices, Afaria allows you to manage mobility with complete confidence. For more information, visit remoterelief.com

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Research In Motion (RIM), a global leader in wireless innovation, revolutionized the mobile industry with the introduction of the BlackBerry solution in 1999. Today, 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. Founded in 1984 and based in Waterloo, Ontario, RIM operates offices in North America, Europe, Asia Pacific and Latin America. For more information, visit rim.com or blackberry.com

SmartPhones is the market leader for mobile solutions, mobile customization and mobile application development in the Norwegian telecom industry. Working together with partners and suppliers, SmartPhones delivers solutions and services that make a mobile phone a secure, effective and helpful tool. The company offers local qualified consultants and technical support to its customers. SmartPhones is a 100 percent owned Telenor company headquartered in Oslo, Norway, and has offices in Denmark and Sweden. For more information, visit www.smartphones.no

Samsung SDS is a world-class ICT services company. With operations in 13 countries and with 11,700 employees, it generated US$3.2 billion in revenues in 2009. The current business comprises Mobile Communications, Consulting, ICT Solution/ Infrastructure/Outsourcing, Smart Infrastructure Engineering, Business Process Outsourcing and NW & System Integration services. For more information, visit sds.samsung.com

Swiss1mobile of Horgen, Switzerland, was established in 1994 from a merger of specialized system vendors. The company develops applications for mobile workflow, mobile processes and mobile workforces for industry sectors such as healthcare, food manufacturing, retailing, facilities management, security, fashion and pharmaceutical. Swiss1mobile’s expertise includes mobile integrations in a variety of environments including SAP, JD Edwards/Peoplesoft, Baan, IBM AS-400 and UNIX. For more information, visit swiss1mobile.com

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Unwired Revolution is an integrator of mobile infrastructure solutions, providing expertise in systems and tools that are used to secure corporate assets, remotely manage devices and extend applications to workers who spend significant time away from the office. With more than 15 years of experience, Unwired Revolution serves customers nationwide and in a variety of industries, including utilities, healthcare, manufacturing and distribution, and retail. For more information, visit unwiredrevolution.com

Verizon Communications, headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers. Verizon Wireless operates America’s most reliable wireless network, serving 94.1 million customers nationwide. Verizon also provides converged communications, information and entertainment services over America’s most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world. For more information, visit verizon.com

Veliq, until recently known as VeiligMobiel, was founded in 2006 and is headquartered in Barendrecht (Rotterdam), The Netherlands. Since its inception, the company designed and implemented managed mobility solutions for a variety of clients, including the Dutch government, Interpolis, Rabobank, KPMG, Getronics and Vodafone. Veliq sells indirectly via leading mobility partners. Veliq’s most important proposition is MobiDM, an enterprise managed mobility proposition in the cloud with Sybase Afaria inside. MobiDM offers superior value by being a payas-you-go, self-service, multi-tenant, multi-platform solution that enables new services. MobiDM is being positioned as a managed mobility service. For more information, visit veliq.com

The people of Yankee Group are the global connectivity experts–the leading source of insight and counsel trusted by builders, operators and users of connectivity solutions for nearly 40 years. We are uniquely focused on the evolution of Anywhere connectivity, and chart the pace of technology change and its effect on networks, consumers and enterprises. Headquartered in Boston, Yankee Group has a global presence, including operations in Europe, the Middle East, Africa, Latin America and Asia Pacific. For more information, visit yankeegroup.com

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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, 201 4th St., Ste 305, Oakland, CA 94607 BaySideMedia.com All statements in this report attributable to Gartner represent Sybase’s interpretation of data, research opinion or viewpoints published as part of a syndicated subscription service by Gartner, Inc., and have not been reviewed by Gartner. Each Gartner publication speaks as of its original publication date (and not as of the date of this publication). The opinions expressed in Gartner publications are not representations of fact, and are subject to change without notice. To order copies of the Enterprise Mobility Guide 2011, go to sybase.com/mobilityguide Sybase, Inc. Corporate Office One Sybase Drive Dublin, CA 94568-7902 U.S.A. 1 800 8SYBASE Sybase.com

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ENTERPRISE MOBILITY GUIDE 2011

Regardless of industry or size, a mobile enterprise is a fertile field for business innovation, competitive growth and profitability.

Copyright © 2011 Sybase, an SAP Company. All rights reserved. Unpublished rights reserved under U.S. copyright laws. 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. 01/11 Collateral #L03316

Sybase, Inc. Corporate Office One Sybase Drive Dublin, CA 1 800 8SYBASE

www.sybase.com sybase.com

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