IT Self Service and BYOD Markku A Suistola

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1 IT Self Service and BYOD Markku A Suistola Principal Presales Consultant

2 Why IT Service need to evolve? David Coyle, research vice president at Gartner, 2010**: "IT self-service is a great concept, enabling and empowering end users to solve their own IT problems, thereby allowing support organizations to gain efficiencies through a reduced incident and request workload. However, building a best-in-class IT self-service portal does not guarantee that end users will utilize it. The 4 Myths: IT self-service reduces costs IT self-service is a one-time investment End users will flock to self-service IT self-service is easy to implement ** "Addressing IT Self-Service Myths and Realities for Successful Implementations." The report is available on Gartner's website at

3 Four Myths Surrounding IT Self-Service 1. IT self-service reduces costs Reality: IT self-service will reduce Level 1 support. Self-service works well only for specific record types (mainly how-to requests, FAQs and password resets) Implementing self-service will reduce volume for these call types 2. IT self-service is a one-time investment Reality: IT self-service requires constant care and feeding. End users perceived value from the offering is critical Maintenance of the knowledge base where articles need continuous updating is very important

4 Four Myths Surrounding IT Self-Service 3. End users will flock to self-service Reality: End-user acceptance varies greatly Organizations are likely to find that the first-year adoption rate can be very low. Factors that can include an organization's demographics (groups like engineers vs. end users who are not sophisticated computer users) 4. IT self-service is easy to implement Reality: The right "companion" tools and processes are prerequisites for a successful implementation. Incorrect handling of knowledge, process problems or other technical roadblock issues prevent support organization from keeping the site easy to use. The two most frequent call types are how-to requests (how to access or operate IT resources) and password reset (establishing or regaining the privilege to access IT resources)

5 The Evolution of the Workspace Our Vision Cloud Services Device User Location Securely manage and deliver any service to any user in any location Data Virtual Desktops Apps Mobile Devices Our Mission Lead the way from device centric to user centric management 5

6 Revolution in Systems Management Device Centric User Centric Software Device Cloud Services User Device Device User User Location Patches Location Data Virtual Desktops Apps Mobile Devices Standardization IT Delivered Services Stationary On-Premise Consumerization Self Service Mobility Cloud Services 6

7 Full Control Info/App Access Only Managed Unmanaged Consumerization is Driving disruption Sources: IDC: and ) Gartner: G , Apr 2011 Data Sources: Gartner, & IDC Evolving Focus 246M Corp PCs 293M Personal PCs 819M Smartphones 116M Tablets Relevent Devices Today Future Devices 177M Corp PCs 300M Smartphones 15M Tablets Traditional Focus Corporate-Owned Personally-Owned Devices 7

8 Capability Evolution of Mobility at corporates Mobile Information Management (MIM) Security and management of corporate apps, data & content Mobile Application Management (MAM) App distribution and user access management Mobile Device Management (MDM) Add Blackberry-like controls for other mobile devices Legacy Mobile Management Corporate lockdown for Blackberry & Windows devices Time Technology Days

9 Managed Unmanaged BYOD is all about enabling IT Self Service Company Owned But Unmanaged Company Controls Relevant Apps & Data Only Company Controls Standard Device Company Controls Personal Device Company-owned Personally-owned 9

10 Symantec Mobile Management ENABLE SECURE MANAGE Activate enterprise access easily and automatically Protect enterprise data and infrastructure Control inventory and configuration 10

11 Comprehensive Device Management Configure Devices Self-service enrollment Configure , VPN, Wi-Fi Identity Certificates Distribute Apps In-house apps or public-store apps Docs, videos any active content Group based management Manage Assets Centralized visibility and control Automated workflows Scalable to 20,000+ devices Apply Policies Passwords, App restrictions Compliance with Jailbreak Selective wipe and Full wipe 11

12 Mobile Application Management (MAM) Comprehensive App Wrapping Tech App Store Repository for internal and external mobile applications App Policy Protect app against data loss through encryption, removal control and separation of corporate data Content Center DLP policy to control confidential data access 12

13 Symantec App Center Mobile App & Data Protection SYMANTEC APP CENTER App deployment & provisioning User authentication across apps Copy & paste prevention Per app file encryption Remote data/app wipe ios & Android support 13

14 Comprehensive Mobile App Management Deploy Apps Enterprise app store for internal apps Recommendations from public appstore Group based targeting Deploy Content Enterprise content store for docs, videos Containerize data with per object policies Group based targeting Manage Lifecycle Revoke and update apps selectively Centralized visibility & control MDM features for policy management Protect Data Security & Management layer around data, Passwords, encryption, offline access, rooting detection Separate corporate and personal data 14

15 Same security as Sandboxing, But more flexible.ipa or.apk file with standard libraries App wrapped with App Center libraries and policy controls ready for deployment 15

16 Business and Personal Apps and Data Co-exist 16

17 Appcenter Version 4.1 Est Availability: Q1CY13** Simpler, secured end user experience: Single sign on across apps Expand authentication source to O3 and Siteminder Secure connectivity: Enforce a secure SSL connection Block apps from going to unauthorized sites Secure Secure corporate with NitroDesk integration Extend MDM capabilities ** This is roadmap information may change without prior notice. 17

18 App-Centric World END USERS ENTERPRISES NATIVE APPS Percentage of time spent on native apps vs. web apps LINE OF BUSINESS APPS Percentage of enterprises running line of business apps NUMBER OF APPS On a end-users s device on average ENTERPRISE APPS Percentage of enterprises developing custom apps Your users and your competitors are ready. Are you? 18

19 Demo

20 App Secure Connect: Ensure apps comply w/ secure connectivity requirements** New per app wrap policy: Blocks apps from going to unauthorized sites (whitelist) Require SSL / Trusted Certs Connect to O3 and generic internet facing proxies Scope: ios only Does not terminate to VPNs Not a Symantec provided proxy Internet Wrapped App O3/Proxy App Server 1 App Server 2 ** This is roadmap information may change without prior notice. 20

21 Benefit Feature Secure corporate with secure client: Nitrodesk Touchdown integration for ios and Android** Configure multiple policies to tailor NDTD settings to needs of each group (MDM not required) EAS server and user name Passcode requirements Require SSL copy and paste restrictions Contact copy prevention Widget controls Synchronization and attachment size limits Licensing Note: Not Symantec branded, not wrapped. ios version not resold via Symantec. Safeguards , calendar, address book, to-do list in a secure client Simplifies deployment and ease of use by not requiring MDM ** This is roadmap information may change without prior notice. 21

22 Enterprise Mobility 6 Month Roadmap** 1 Consolidating Device Management and App Security 2 Expansion Through Our Ecosystem 3 Advancing Mobile App & Data Protection MAM and MDM in one solution First phase of providing an integrated Mobile Management Suite solution Simpler, secured end user experience Single sign on O3 and Siteminder integration Secure app connectivity for ios Enforce a secure SSL connection Block apps from going to unauthorized sites Secure NitroDesk integration Wrapping and distribution for commercial apps ios wrap kit for commercial app vendors Tier one productivity apps: , browser, office/pdf, file sharing Inter-App Data sharing Secure sharing of data between wrapped apps Secure Cut, Copy, and Paste Secure Open With Secure app connectivity Symantec proxy Termination with VPNs Native protection Control access to Protect information delivered to mobile devices App Center as a platform rebranding and UI Refresh Continued MDM Advancements and App Suites ** This is roadmap information may change without prior notice. 22

23 IT Self Service / Peter Giesa from Telecity

24 Presentation Identifie Goes Here

25 Thank you! Markku A Suistola Copyright 2012 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.

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