EnTERpRISE MobIlITY whitepaper mobile EntErPriSE StratEgy

Transcription

1 EnTERpRISE MobIlITY IonAlS InTERnAT whitepaper mobile EntErPriSE StratEgy K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

2 whitepaper EnTERpRISE MobIlITY AgEnDA Executive Summary... 3 The Challenge... 4 Mobile Access... 6 Mobility Management... 7 Mobile Productivity... 8 Mobile Strategy...12 Mobile Security...14 End-to-End Services...16 TOP 10 Recommendations for action...17 Glossary...18 Contact K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

3 Executive Summary EXECUTIVE SUMMARY Today more than ever, global economic developments and fluctuations in demand are challenging the world of business challenges that are emerging at increasing speed. The be-all and end-all is speed of response. Mobility, or rather mobile access to relevant data, will be one of the key success factors if companies are to survive in a globally competitive environment. Businesses that have implemented mobilization projects are already enjoying a decisive competitive advantage thanks to higher productivity and faster business processes. Furthermore, the benefits of enterprise mobility are not limited to in-house productivity advantages and employee satisfaction. Companies can generate unique selling points if mobile solutions improve customer satisfaction and collaboration with business partners and if mobility innovates groundbreaking changes. Mobile technologies make communications more flexible and can significantly reduce response times a development driven by smartphones and tablets. By enabling access to corporate data and in-house applications, such mobile devices open up enormous opportunities for process optimization. The key challenge is to optimize business processes in such a way that they not only enjoy mobile support but can also run at an entirely mobile level. In other words, the mobile enterprise approach goes way beyond the choice of terminal devices and their security. Irrespective of what stage mobility has reached in a company, an endto-end data security concept is essential. Specific security mechanisms are drawn up and rules defined for groups of employees on the basis of their roles and activity profiles. Platform solutions make user- and operatorfriendly device management possible. For example, remote access to mobile devices allows for status reports, backups and updates or, if the device goes missing, deletion of confidential data. This transition to a mobile enterprise is not an end in itself. Mobile solutions must generate added value for a company, e.g. through speeding up processes, delivering financial benefits or optimizing customer service and thus improving customer satisfaction. The task for an IT department is to closely collaborate with business operations to find cost-effective and fully integrated solutions that take into account both user behavior and employees requirements. Since integrated mobility strategies are crucial for success, the definition of a mobility strategy requires a proactive, forward-thinking approach that is open to innovation and further development. CHALLENGES FOR THE IT Ensuring business operations Budgets and costs Competences and resources Stable processes CIO Challenges of mobilization Managing complex structures Ensuring security Enabling flexibility Employees Divisions Management Market Bring your own device Userfriendly mobile workplace Mobilization of business processes Increasing efficiency and productivity Premium support Impact on profitability and business Support of new business models and new channels for customer interaction 3 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

4 The Challenge THE CHALLENGE Mobility is an important topic companies have been unable to ignore for some time now. A billion people worldwide work from home or while traveling. In 2015, 37 percent of the world s labor force, i.e. 1.3 billion people, will work while traveling, according to IDC market research. 57 percent of people in full-time employment already use smartphones or tablets to access company data. Yet more than half of European companies have no strategy for deploying mobile devices. One should never forget that a company s employees see the use of mobile devices from a different perspective than IT staff or senior management. Employees primarily expect ease of use. They want devices and services that are just as easy to handle as the ones they know and have grown to appreciate in their private lives. Some employees will want to use their own devices the BYOD trend. A case in point is data sharing via Dropbox, which circumvents an IT department. This consumerization trend is creating increasingly serious challenges for IT departments. Senior management, in contrast, demands from its IT department a high response capability, i.e. agile ad hoc solutions. If IT fails to fulfill these requirements, Forrester and Gartner analysts postulate, other departments will start circumventing it. Integrated Strategy Mobility is not just an in-company issue. Partners, dealers, and customers are also demanding mobile solutions. So businesses need to support mobile users with suitable process solutions, which in turn have to fit seamlessly into existing ICT environments. Yet as studies have shown, IT departments are mainly preoccupied with maintaining the existing infrastructure and seldom have a specific mobility budget. This combination of a limited framework for action and complexity presents Chief Information Officers (CIOs) with major challenges. CIOs are responsible for the end-to-end security of a mobile infrastructure and its applications, as well as fulfilling data protection requirements. Any mobile infrastructure offers potential attackers a large number of possible weak points from the user to the mobile terminal device, and via installed apps and data connections to the middleware and back end. So secure and sustainable mobilization requires deep intervention in the system landscape. Without appropriate planning this can lead to risk scenarios for previously stable applications and architectures. An integrated strategy reflects the objectives of an IT department and the requirements of other departments just as much as it does the resources at its disposal. The term Enterprise Mobility covers both IT- and business-related issues. The former relates, initially, to mobile access as a basic discipline and the management of devices and infrastructure (mobility management). From a business perspective there are also the issues of mobile productivity and mobile business, both of which IT makes possible through its specific solutions. This is where the maximum added value is generated for a company. Regardless of whether the emphasis is on business- or IT-related issues, building up a mobile enterprise requires an end-to-end strategy that maps security and the consistent integration of all these aspects at all levels. This is how IT will become an integral part of a business, and coordination has to be correspondingly close in all phases of a mobile enterprise project. 4 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

5 The Challenge STRATEGIC IMPLICATIONS OF ENTERPRISE MOBILITY OVERVIEW MOBILE STRATEGY MOBILE SECURITY END-TO-END SERVICES MOBILe Productivity Mobile Working Mobilization of business models Mobilization of business processes MOBILITy MANAGEMENT Reducing complexity Managing and reducing costs MObile Access Enabling mobile access Managing mobile accesses 5 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

6 Mobile Access MOBILE ACCESS END-TO-END SERVICES Mobile access basically means the range of tariffs and services for mobile voice and data transmission. Companies generally choose their operator locally on the basis of what they perceive to be the best value for money. Besides absolutes such as the price per minute or per data package, quality aspects such as network availability and coverage, bandwidths, and the devices and services offered play a crucial role. The price pressures imposed by purchasing departments on the mobile minute or data volume package costs are increasing. This is leading to a loss of focus on other, potentially much greater savings in the total cost of ownership (TCO) calculation. A measured, end-to-end enterprise mobility strategy requires end-to-end interaction between the access, mobility management, and productivity levels. Billing or order data from the access field, for example, need to be simply and securely integrated into the company s existing ERP and service systems. For this to work, mobile network operators need to create customized interfaces to securely manage data to or for the customer. The need for an end-to-end security concept also plays a crucial role in the choice of a suitable operator. International Alignment Another TCO leverage factor is the international management of enterprise mobility and thus of mobile access. Here too, it is not solely a matter of negotiating better price conditions based on larger purchasing volumes. The main focus of an internationally aligned company should be on assessing the international capabilities of an operator or a mobile network alliance. Only if an operator can consistently demonstrate that it is a Tier 1 provider in its core competencies (e.g. network quality and maximum voice and data availability) will the corresponding TCO savings be possible. At the same time, an operator alliance must be able to prove that it can consistently deliver the local data integration possibilities described above at any international level. MOBILE SECURITY MOBILE STRATEGY MOBILe ProduCTIVITY MOBILITY MANAGEMENT Mobile Access A measured, end-to-end enterprise mobility strategy requires end-to-end interaction between the access, mobility management, and productivity levels. 6 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

7 Mobility Management MOBILITY MANAGEMENT END-TO-END SERVICES The CIO s main task continues to be that of ensuring a reliable IT infrastructure. The companywide integration of mobile devices adds a new dimension to this task. Devices, service providers, software, etc. must be integrated into the existing ICT architecture. The fact that these components were not necessarily designed for mobile solutions makes integration all the more difficult. Besides, every change also impacts on the performance of a network and of the applications, as well as on data security. Although the latest mobile devices appear to be easy to use from a design perspective, their integration and the provision of support are anything but easy, especially as they come with new providers of mobile services and devices. That is why an IT department s work is not over once a launch project has been completed. Employees also have to be supported during the utilization phase and mobile devices must be constantly kept up to date. Efficient ENTERPRISE MOBILITY MANAGEMENT Despite all these challenges, over 50 % of companies maintain and configure their employees mobile devices manually. That leads to high maintenance and running costs. Once the number of devices from different manufacturers with different operating systems has reached a critical mass, it makes sense to manage the devices centrally. Enterprise Mobility Management systems help to reduce costs by managing mobile devices efficiently and reducing faults and errors. Applications can also be managed via a centralized, network-based solution of this nature. Such a management system services and supplies the devices used in a company with uniform applications, data, and configuration settings. That significantly simplifies the rollout of new applications and regular security updates. Such an Enterprise Mobility Management System is frequently available in a company s network as a cloud-based self-service platform. MOBILE SECURITY MOBILE STRATEGY MOBILe ProduCTIVITY MOBILITY MANAGEMENT Mobile Access Enterprise Mobility Management considerably reduces the manual effort and expense, enabling a larger number of mobile devices to be managed efficiently even if they have different operating systems. A company s IT administrator can manage the devices independently and also provide first-level support. In a heterogeneous device landscape Enterprise Mobility Management enables the IT administrator to maintain an overview of the devices currently issued in the company and their operating system versions. He can also use the Enterprise Mobility Management systems to set up the necessary security functions for these devices. By assigning individual access authorizations to individuals or user groups, functions can be extended or restricted at any time. Backups are also undertaken and passwords for mobile devices assigned via the central interface. Another feature of Enterprise Mobility Management is Telecom Expense Management (TEM). Lean telecomms management processes are crucial, of course, as is transparency on profiles, assets, usage, and cost. That is why Telecom Expense Management (TEM) is the key that will enable companies to gain a competitive edge in their core businesses. But companies will only be able to do so if TEM aims at resource optimization and not just at cost issues. The Enterprise Mobility Management system services and supplies devices used in the company with uniform applications, data, and configuration settings and ensure secure and cost-efficient application and content management. 7 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

8 Mobile Productivity MOBILE PRODUCTIVITY END-TO-END SERVICES MOBILE SECURITY The mobile enterprise is not an end in itself. It needs to deliver clear benefits for a company. The main benefit is that it makes employees more productive. For that purpose business processes are mobilized end to end and efficiency improved within those processes. The outcome is mobile productivity, or the ability of employees to play their part in value-creating processes by using mobile devices. In addition, processes can be automated without human intervention. Whereas the main focus, up to now, has been on access and constant availability, i.e. basic mobile enterprise functionalities, employees today need to be able to access corporate data and programs with their mobile devices in order to work productively from wherever they happen to be. Besides being able to access and work on files by smartphone or tablet, another aspect is mobile collaboration between employees, e.g. via videoconferencing. MOBILE STRATEGY MOBILe ProduCTIVITY MOBILITY MANAGEMENT Mobile Workflows Mobile workflows boost productivity by preventing information losses and process delays. The respective workflow, however, must be controlled via mobile devices either wholly or in part. Real-time communication between a mobile device (which is not necessarily just a smartphone) and the management system speeds up the processing of tasks since employees no longer need to access a stationary network PC in order to play an active part in business processes. That greatly reduces waiting times, e.g. for information and clearance. Mobile Access Mobile productivity not only means incorporating people into processes. Smart items that are stored or being shipped can also be integrated into mobile workflows. This adds to the transparency of logistics processes and takes routine tasks off people s hands. The outcome is mobile productivity the ability of employees to play their part in value-creating processes by using mobile devices. 8 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

9 Mobile Productivity Prospects for Mobile Productivity Analysts say that the departments that benefit most from access to mobile solutions are sales, marketing and senior management, followed by logistics and services. While sales, services and marketing have already achieved high levels of mobility, further advances are expected in senior management and development, in particular. Moreover, companies can incorporate end customers into business processes by means of apps or powerful mobile pages, and thus aggregate important information faster. The resulting improvement in information flow and flexibility enhances both employee and customer satisfaction. Studies carried out by Forrester have confirmed that productivity increased after mobile applications were adopted. The main arguments in favor are shorter response times leading to swifter decision-making processes, an improved response capacity on the part of employees, and thus more efficient problem solutions. In the final analysis, the increasing use of heterogeneous apps leads to a large number of interfaces with a company s IT department. While notebooks are connected to an enterprise network by means of standard policies so that users have almost unlimited access to applications and documents, that is not the case with tablets or smartphones. Since they are not integrated into an enterprise network, they continue to be foreign bodies. This state of affairs requires different approaches so that users can work with the data they need. The data must either be relayed to the mobile device, or the devices granted secure access to storage media. Improved information flow and flexibility enhance both employee and customer satisfaction. Virtualization as a Solution? The devices and platforms used are becoming increasingly diverse. This means that the cost of new applications and time-consuming updates of enterprise applications is also constantly rising. Virtual and web-based applications offer an opportunity to elegantly master this challenge. There are, however, clear reservations about genuine client virtualization in mobile use mainly because it requires uninterrupted Internet access, even outside towns and cities. Furthermore, virtualized interfaces are an extreme challenge to the principle of user friendliness on smartphone displays. Native apps or web front ends deliver better functionality. Programmed to be platform-specific, native apps are permanently installed on the device. This platform specificity means that native apps have to be provided for different software platforms, which makes the programming more complex. One solution is to use platform-independent web applications based, for example, on Java or HTML 5. Running them requires only a standard browser and an Internet connection with an adequate data rate. Any necessary changes can be made centrally on the web application, which keeps maintenance costs to a minimum. 9 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

10 Mobile Productivity Mobile Middleware PLATFORMS AND BACKEND CONNECTORS Another solution is to use an additional software layer, the so-called middleware. This enables existing standard apps and mobile devices to be connected with a company s back end in spite of adaptations to, say, APIs. Non-standard apps can also be connected more easily because only one interface is required to adapt the app to the middleware. Mobile middleware platforms keep mobile devices separate from corporate servers. They establish an intermediate buffer layer where data is synchronized and security mechanisms such as user authentication, encryption, or access rules are mapped. Since the software merely ensures that content is displayed and processed on a device, the middleware functions as an automated software distributor for such devices via the mobile network. Middleware-based solutions score points for flexibility and scalability. Since many front-end solutions are easy to integrate and updates easily installed, the use of middleware offers a high level of investment security. Another advantage is the high level of security a mobile middleware solution offers. If you have lots of different application environments, you generally have numerous weak spots. Since middleware functions as a single point of passage, there is only one interface with the company. As a result, it is much easier to ensure the security of mobile devices and corporate servers. In this case, security means not only passively protecting the enterprise infrastructure but also actively removing security risks if a mobile device goes missing. All the information and files on such a device can then be remotely deleted by administering the kill pill. The middleware functions as an automated software distributor for mobile devices via the mobile network. 10 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

11 Mobile Productivity DEVELOPMENT OF A MOBILE ENTERPRISE INFRASTRUCTURE BY DEPLOYING MIDDLEWARE/CONNECTORS INTRANET MOBILE DEVICE MANAGEMENT system administrator BUSINESS APPLICATIONS ERP CRM ECM PIM ( , CONTACTS, CALENDAR) e.g. Microsoft exchange mobile middleware exchange archive synchronization MOBILE SECURITY LAYER firewall encryption proxy server MOBILE VOICE/ INTERNET Smartphones: access to , calendar, contacts Mobile voice: WLAN, GPRS, UMTS, Encrypted data transfer via internet Mobile device management: device administration and security Push mail: connection to the customer s systems (Exchange) Web portal for handling procurement orders and modifications OPERATING SYSTEMS Symbian Blackberry OS Windows Phone Apple ios Android 11 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

12 Mobile Strategy MOBILE STRATEGY END-TO-END SERVICES Mobile device manufacturers make major changes to operating systems at roughly six-monthly intervals. New and more powerful devices are marketed at least as frequently and support for old devices is then discontinued. That is the technological environment in which IT managers are required to draw up a strategy for setting up a mobile enterprise; and it must, of course, be done on the basis of an existing ICT infrastructure and include integrated management functions. A second factor of influence is a company s employees since they bring consumerization into the company by demanding job-specific, easy-to-use mobile workplaces that enable them to play a part in business processes at any time and from any place. According to an IDC survey, 20 percent of employees want to use their own devices (BYOD). Other employees effectively practice consumerization by using quasi-public storage media such as Dropbox or Google Docs. These developments are exerting a huge influence on the security of a mobile infrastructure, on applications, and on data. The employees desire to use such external services and devices is largely dependent on the options the devices provided by the company offer. The better the options and the greater the functionality, the less risk there is of employees circumventing the existing rules. A third major factor of influence is the strategic environment. Ultimately, a mobile enterprise aims to optimize processes and make employees more efficient so that the company can generate a competitive advantage from the extra speed it gains. For that, however, these systems and solutions must be consistently integrated through a holistic approach across all levels of mobile value creation. In other words, an IT department should never lose sight of the added value its mobile strategy brings to the business. MOBILE SECURITY MOBILE STRATEGY MOBILe ProduCTIVITY MOBILITY MANAGEMENT Mobile Access Long-term Enterprise Mobilization Underestimating the consequences of having no strategy to incorporate and use mobile devices may involve serious risks. If, for example, manual interventions are required, there will be high maintenance and running costs. Moreover, inadequate mobile support may lead to discontinuities in business processes, which will be reflected in longer lead times. Besides generating extra costs, this will have a negative effect on customer satisfaction. Last not least, departmental requirements also have to be taken into account as part of an integrated mobile enterprise strategy. Users will otherwise circumvent the mobile services prescribed by the IT department and find solutions of their own that they either really need or want to use. That is why comprehensive enterprise mobilization requires detailed planning and prior analysis, not least with respect to the required security concepts. Rather than just reacting to urgent demands by individual departments in a company, IT departments need to define an integrated strategy for technological mobility. A mobile enterprise aims to optimize processes and make employees more efficient so that a company can generate a competitive advantage from the extra speed it gains. 12 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

13 Mobile Strategy MOBILE ENTERPRISE STRATEGY Transforming into a mobile enterprise Analysis and strategy Process mobilization Platform integration Mobile enterprise Analysis of processes and infrastructure Determining of use cases and efficiency Determining fields of action and strategy Adapting existing mobile apps Integrating third-party suppliers Planning new mobile apps Connecting the mobility platform Activating mobile apps Integration of backend systems Offering mobile apps Managing mobile devices and apps Monitoring mobile devices and apps Developing a transformation plan Developing new mobile apps Offering technical support and services mobile productivity 13 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

14 Mobile Security MOBILE SECURITY END-TO-END SERVICES A functional way to implement security guidelines is to align them with current compliance and governance standards. But to ensure end-to-end security, security services should not be limited to mobile devices but must also cover stored data, data connections, and the connected infrastructure, such as back ends. App-to-app communication also needs to be checked for security aspects to enable data interchange between secure apps, and that will only work if end-to-end security across all components is ensured. For employees requiring especially high levels of data and speech security there are special, preconfigured smartphones. This combination of device and security infrastructure, the container approach, meets even very strict security standards. On each device the private, open interface with access to the cloud and all consumer apps is separated by means of virtualization software from the business interface designed for secure mobile work and access to enterprise resources. Sensitive business applications can thus be securely accessed via a VPN tunnel. Both data and voice connections are encrypted end to end. Although the devices are not customer-specific when delivered, a company can configure them to suit their infrastructure- and user-specific requirements. EVERYONE S NEEDS TAKEN INTO ACCOUNT MOBILE SECURITY MOBILE STRATEGY MOBILe ProduCTIVITY MOBILITY MANAGEMENT Mobile Access The satisfaction of all users with the overall service package is of crucial importance for the acceptance and implementation of such guidelines. Security measures should not influence the perceived user friendliness of devices or if at all, only to a minimal degree. Certificate-based authentication solutions, for example, make switching between applications easier because a password only has to be entered once. Automatic processes that kick in if specific security requirements are breached facilitate the work of the IT department. This ensures end-to-end management of all terminal devices, even if IT personnel resources are limited. An end-to-end mobile security concept will only work with end-to-end security across all components. 14 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

15 Mobile Security SECURITY CHALLENGES FACED BY THE MOBILE ENTERPRISE AND THEIR TECHNICAL SOLUTION SECURITY CHALLENGES SOLUTIONS Mobilization of companies involves a large number of possible weaknesses or vulnerabilities. Voice connections are intercepted and data from and apps can be read and exploited. SECURE APPLICATIONS Measures such as enterprise app stores, container solutions, and security guidelines for, say, BYOD can minimize or even eliminate risks. Endpoint security solutions protect devices from malware, hacker attacks, etc. The growing use of mobile terminal devices also increases risks due to devices being lost or stolen, including the data on them. SECURE DATA AND TERMINAL DEVICES Mobile Device Management enables security standards such as device encryption to be ensured or rolled out and lost terminal devices to be dealt with by means of, for example, a remote wipe. The increase in mapping of business processes by means of apps leads to an increase in the spread of malware that finds its way into the company via publicly accessible app stores or . SECURE COMMUNICATION Encryption of critical or sensitive information such as or voice connections. Virtual Private Networks (VPN) additionally provide for secure connections in enterprise networks, while Identity & Access Management provide for secure mobile identities. 15 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

16 End-to-end Services END-TO-END SERVICES End-to-end services can be seen as a kind of container that takes into account all the overriding processing and services. In the lifecycle of devices, for example, the entire process chain from the definition of the device portfolio, order processes and user-specific definitions of applications and services to the secure disposal of devices has to be taken into account and fully managed. In addition, the service chain has to function from end to end, ideally with overarching servicelevel agreements for several or combined service applications. Here, too, international availability has to be ensured. END-TO-END SERVICES MOBILE SECURITY MOBILE STRATEGY MOBILe ProduCTIVITY The entire process chain can be fully managed through end-to-end services. MOBILITY MANAGEMENT Mobile Access ELEMENTE UND ASPEKTE VOM DEVICE LIFECYCLE MANAGEMENT HW Portfolio set-up HW Ordering HW Deployment HW IN-LIFE HW Take back Customer-specific device pool Warehousing 100 % availability Homogenous intern. portfolio Pro-active availability info Central Ordering portal or interface Inventory mgmt. Order Catalogue Authorization Device Staging App loading Pre-register for Mob. Dev. Mgmt. Disabling camera Re-Packaging Comissioning Express shipping Mobile Device Management Cost and policy controls Guarantee process Longer guarantee time Techn. updates Certified device erasing, recycling, refurbishment Corporate Social Responsibility Reselling in 2 nd market 16 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

17 Top 10 Recommendations WHITEPAPER ENTERPRISE Mobility Executive Summary TOP 10 RECOMMENDATIONS FOR ACTION 1 WORK IN PARTNERSHIP WITH OTHER DEPARTMENTS TO DEVELOP MOBILE DEPLOYMENT SCENARIOS AND MEET EMPLOYEES WISHES. 2 CHOOSE A SELECTION OF DEVICES, GUIDELINES, AND APPS THAT IS SUITABLE FOR THE FUNCTIONS AND ROLES OF DIFFERENT GROUPS OF EMPLOYEES. 3 INVEST IN A MOBILE DEVICE MANAGEMENT SOLUTION OR A MANAGED SERVICE. 4 ENSURE, WHEREVER POSSIBLE, AUTOMATIC IMPLEMENTATION OF HIGH SECURITY STANDARDS. 5 ENSURE THAT DATA CAN BE REMOTELY DELETED FROM STOLEN DEVICES. 6 OPT FOR A FUTURE-SAFE MIDDLEWARE SOLUTION THAT ENABLES SIMPLE AND FLEXIBLE APP DISTRIBUTION AND DATA INTERCHANGE. 7 EMBED THE MOBILITY STRATEGY IN YOUR COMPREHENSIVE IT STRATEGY IN ORDER TO DEVELOP HOLISTIC SOLUTIONS. 8 ESTABLISH CLEAR GUIDELINES ON WHO IS RESPONSIBLE, AND TO WHAT EXTENT, FOR MOBILITY COSTS. 9 DEFINE PROCESSES FOR THE PROCUREMENT OF MOBILE DEVICES, APPLICATIONS, AND SERVICES. 10 Store your data centrally on an ECM portal. 17 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

18 GLOSSARY GLOSSARY APP BYOD CLOUD (COMPUTING) COLLABORATION CRM ERP ICT MIDDLEWARE MoDMS TELEPRESENCE VIRTUALIZATION VPN WORKFLOW Short for application, though it generally means any kind of program Bring Your Own Device: integrating private devices into a work environment Dynamic provision of generalized IT infrastructures that are adapted to specific requirements via a network Cooperation between several people using, for example, web-based software Customer Relationship Management: systematic design of corporate customer management and customer relationships Enterprise Resource Planning: planning and management of corporate resources, such as capital, personnel, materials, and IT systems Information and Communication Technology Application-neutral programs that support communication between processes Mobile Device Management Systems: centralized, network-based solutions for managing the mobile devices used in a company Complete package of services for videoconferences to ensure interaction that comes as close as possible to reality Provision of ICT resources that are not physically present Virtual Private Network: a secure, encrypted connection ( tunnel ) between one private network and another Predefined sequence of work activities SOURCES CISCO WHITE PAPER: SURVIVAL GUIDE FOR CIOS: THE CONVERGENCE OF COLLABORATION, CLOUD, AND CLIENTS COMPUTERWOCHE MOBILE. QUADRIGA, IDG CROOK, S. K. THE ROLE OF COLLABORATION IN THE MOBILE ENTERPRISE. IDC EXPERTON MOBILE ENTERPRISE VENDOR BENCHMARK 2013 FORRESTER MOBILITY TRENDS AT THE WORKPLACE FORRESTER THE FORRESTER WAVE: ENTERPRISE MOBILITY SERVICES, Q IDC IDC SURVEY: MOBILITY, SOCIAL BUSINESS, CLOUD AND BIG DATA IDC MANAGING MOBILE ENTERPRISE 18 K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10

19 As of: October 2014 CONTACT PUBLISHER Deutsche Telekom AG Carl Villis Business Excellence Friedrich-Ebert-Allee Bonn Germany Deutsche Telekom AG Friedrich-Ebert-Allee Bonn Germany K42477_Whitepaper_Mobile_Enterprise_RZ_ indd :10