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B Y S U S A N N U N Z I ATA & J E F F G O L D M A N
“ We d e s c r i b e Northeastern as a n y t i m e, a n y p l a c e, any device.”
anyplace, any device," says Mickool. "We've
I T E X E C U T I V E S AT L E A D I N G E N T E R P R I S E S A R E F I N D I N G A VA R I E T Y O F WAY S T O A D D R E S S T H E CHALLENGE OF SUPPORTING MOBILE USERS.
There are few mobile environments more heterogeneous than the campus of a higher education institution. Just ask Rick Mickool, Executive Director / CTO IS at Boston's Northeastern University. The school, which encompasses six different campuses, has a student body of 26,000-28,000. Students enter with a wide array of wireless smartphones, notebooks and netbooks. In addition, faculty and staff primarily use BlackBerry smartphones through Microsoft Exchange servers, although here, too, iPhones, Windows Mobile, and Palm devices are starting to crop up, says Mickool. "We describe Northeastern as anytime,
said, 'ok this is reality, so how can we leverage the fact that students will be buying these things we can't lock down?' That has shaped our strategy." Such a strategy is rapidly becoming reality for IT executives at enterprises across all verticals, as the floodgates open to a diverse array of mobile and wireless devices (See sidebar, page 15). There are myriad options for managing mobility in the enterprise. Most mobile enterprise application platform, including Sybase, Antenna, Syclo, Spring Wireless and
including BoxTone." says Henze. remotely control it and see.K. The next time they log in they see the service. VP of IT. Windsor Foods uses two screens of Mobile Iron to monitor and manage mobile devices used by 100 employees nationwide. to name just a few. Henze says he needed a solution that could address the entire lifecycle of mobile devices in his enterprise. among others." After a pilot with 60 students involving W H AT W I L L I M P R O V E I T SUPPORT OF MOBILE USERS? (% RESPONDENTS) distribution company with 27 production lines in nine plants across six states. one application and. October 2009 admissions applications to educational services to alumni development. Mickool was challenged with developing applications that could serve students and faculty and be accessible on a wide array of devices.com. notes Henze.Pyxis Mobile. and initially chose to 21 19 15 6 6 standardize on Windows Mobile devices. configuration and security through ongoing user management and support. Source: Forrester Research. there are a number of vendors that specialize in mobility management." An added factor is that departments were contracting to get apps written without planning for a second generation. Base: 67 U." For troubleshooting." The next step is to lessen the user burden on IT. Better control over security of information on device More control to optimize service quality Management tools to accomodate multiple device platforms More visibility into applications and data Formalized procedures for mobile support Less support of mobile users 33 as well as the consumer market. we can retire phones and we can apply policies so users are only authorized to install certain applications." In addition." says Mickool. delete or modify applications without users having to do anything. from procurement. "[MobileIron] are putting MARCH/APRIL 2010 MOBILE ENTERPRISE .are seeking to university. Conceivium. "We can add. and U. says Stephan Henze. TX. "[MobileIron] has remote wiping capabilities. Odyssey Software. In addition. depending on how the Windsor Foods is a manufacturing and person is identified [as a faculty member or student] we can give them access to specific mobile services. in real time. offer mobility management components to their solutions. Commissioned survey conducted by Forrester Consulting on behalk of BoxTone. "We wanted to make sure we were able to provide a mechanism for departments to get this stuff developed and supported with a long term strategy in mind. "MobileIron gives us the ability to see the L i fe c y c l e S u p p o r t Even those IT executives who are tasked with supporting a relatively homogenous netbooks and iPod Touch devices that started mobile environment -. these include online educational tool Blackboard. Visage Mobile. "Pyxis [Mobile] allows you to integrate [mobility] to many systems behind the scenes. Zenprise. the company provides food services to restaurant and industrial accounts. or how to support the apps. how much memory is there. and which data are stored. and deployed it enterprise wide three months later. the solution enables Mickool's team to perform mass application updates. Microsoft SQL databases. "With the Pyxis [Mobile] platform. how much data are stored. mobility decision makers. Henze says. For Northeastern. "Any phone needs to be authorized before it connects. Trellia. In February 2009 the company began testing MobileIron. and Salesforce." Mobile and wireless tools offered at Northeastern will incorporate everything from >> Kirk Mihalkovitz. IT Operations Manager. We can create their employees. where there are 20 different Northeastern apps out there on iTunes. phone's screen.S. improve the way they manage mobility for we can create role workflows. While Windows mobile management tools addressed such factors as setting enterprise policies. MobileIron." he says. and Wavelink. "We were already starting to see and hear of different departments on campus hiring their own consultants to write an iPhone app. the configuration on that phone. you have a problem at highest university level. Headquartered in Houston. "If you don't get ahead of that. Note: First-choice ranking shown. Oracle.for example a large in summer 2009. The company has more than 100 smartphones deployed. Mickool is rolling out Pyxis field force deployment standardized on Mobile as the platform of choice for the Windows Mobile devices -.
" Holloway says BoxTone has transformed the way his team deals with issues.and from an IT perspective. Q1 2009. Dawson Daley. we were constantly swapping out devices and incurring costs for devices that were dormant. we're able to track the full on Conceivium's mobile infrastructure and activation process. device management solution.it will be back in five minutes. faced a similar range of challenges before he implemented BoxTone's management solution. of it -. source of issues. global deployment of approximately 30. "With wireless IT architect for IBM Canada. and handling issues proactively and simply we can respond. from Conceivium.038 North American and U.) Travel away from the oﬃce on average one day per week (but not working at home) 23 22 32 30 4 12 3 6 Interested/ Considering Telecommute from home at least one day per week 26 Telecommute from home at least four days per week Implementing /implemented 10 Base: 450 mobility decision-makers at North American and European enterprises Source: Forrester Research.” . "We were reactive -.we're aware waiting until users call in with problems. was simple. 'Not a problem -. second-level guys can take a look at the BlackBerry environment and see if there are issues cropping up." he says. ” P E R C E N TA G E O F E M P L O Y E E S WHO WORK OUTSIDE THE OFFICE EACH WEEK Work in the ﬁeld more than half the time (o the road. Wickersham & Taft LLP. Holloway says.and then bring the service back online. “Business Data Services (BDS) Q3 2009 Enterprise Hardware Survey. then eventually understand what the issue was. Rob Holloway." he says. we can publish apps and the users can drag and drop the apps. a mobile with the BlackBerry log files. or wondering what was going on in the environment -.' or 'The M O B I L E A P P L I C AT I O N D E P L O Y O M E N T / E X P A N S I O N PLANS. Daley says. at a client site. 'Here's the problem: your carrier didn't set up "We were getting calls from our execuyour account for BlackBerry services. It allows us to be a lot more proactive in dealing with issues: if people call us. enterprises.'" he says.a portal in place where the cellphone user signs on so they can see their calls. "In some cases. BoxTone. NEXT 12 MONTHS (% RESPONDENTS) Mobile printing Location-based Asset management Customer-facing Logistics Field service Sales force Inventory management Emergency response Personalized contacts/calendar Wireless email Expland/upgrade existing implementation 1 9 3 4 2 6 4 5 6 3 5 12 23 11 4 15 15 14 16 18 22 20 15 18 5 8 3 5 5 5 6 18 19 18 19 18 51 59 Piloting “ I t wa s p r e t t y e a s y to j u s t i f y t h at we n e e d e d t h i s t y p e o f m a n age m e n t to o l . And justifying the cost of the BoxTone implementation. etc.K. Daley says he's management solution such as those available able to stay on top of issues as they come up. their SMSs.” down." he says." Daley says. settled Conceivium. and then try to resolve the issue -. They are also working to integrate filesharing.” Base: 1. they often still had trouble determining the cause of the problem. Zenprise and "There are a number of times that we've been others can make the difference between called about an issue with our BES server.we had to wait for people to call in with issues. With a deployment of 900 BlackBerry devices. BES server doesn't have access to your email file. Holloway says.'" he Faced with the challenge of managing a says. that's not very good. so our tech teams can say.000 Device activation is another common BlackBerry smartphones. director of information technology at the law firm Cadwalader.' or 'You tives telling us that their BES server was didn't enter the password correctly. we are ahead of them. It was pretty easy to justify that we needed this kind of management tool in place. can wipe the device themselves. Source: Forrester Research. North America And Europe. "We would have to scramble to find out what was going on. // M a n ag i n g B l a c k B e r r y s Even ensuring the health of a homogenous BlackBerry deployment can be an ongoing Thanks to Conceivium's tight integration challenge. they can locate their own phone if they lose it. For many companies. "[We] were not able to be proactive. Daley says. “Enterprises And SMB Networks and Telecommunications Survey. What's more.
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