1 CxO survey 2010 results getting control of enterprise mobility why companies want to, and how they will do it This paper presents the results of a survey held during the fourth quarter of 2010 that assesses enterprise mobility trends of multinational companies. What the survey confirms is the fact that mobility is rapidly moving up the agenda of IT executives. A few years ago, mobility tended to be seen as primarily about voice, handsets and roaming and something to be managed locally. While these subjects are still relevant, they have been joined by a host of other issues like data, applications, and security. Multinational customers clearly want to take more central control of what is now seen as a strategic IT issue nearly four out of five respondents felt that central management of mobility would be beneficial. Perhaps surprisingly, the major drivers behind this were not benefits like cost savings, but more long-term issues like having strategic control and being able to deploy standard policies and tools. Just as interesting are the issues that organizations feel make centralization a challenge. Orange has supported multinational customers with their mobile requirements for 10 years, and we know that everyone is different whether that s structure, culture, priorities, user types and so on and this is reflected in the findings. While 78% of respondents thought central management would be beneficial, half of the remaining that didn t felt that it simply wouldn t fit their company culture. Moving beyond the purely mobile sphere into telecom expense management (TEM) also highlights some significant changes in the market. Many organizations have considered multi-service, multi-country management services, but the need to manage mobile and fixed services appears to give a boost to market interest. Again, the key benefits are seen to be around strategic management rather than simply lower costs, although a desire to fund the cost of a TEM service from identified cost savings suggests that customers believe there are hidden savings in their telecom budgets that TEM can uncover. Overall, the findings confirm a trend we at Orange have been seeing develop for a little while now, particularly over the past two years as mobility has become more critical to organizations, and ever more IT-orientated, the demand to have central management and control is growing. As perhaps the only global operator with expertise and capabilities in mobility, global communications and TEM, Orange is perfectly placed to help global organizations take control of their global communications.
2 mobility and how it operates within the organization reflections on current situations To the question of mobility and how it operates within an organization, a good control of mobility is being put in first place: 50% of those companies surveyed control mobility well but admit that in times of changing business and working practices, they need to prepare for increasing usage and applications. 22% of the firms say that their approach to mobility is disjointed and split between functions and countries, despite the fact that they are confident in managing their mobility effectively. 16% of the respondents express that mobility is very difficult to manage and plan. Due to different contracts, services, applications and suppliers, strategic management and planning are impossible. Those companies that have a good handle on mobility, with a clear future strategy and costs under control, are in the minority (12%). mobility is very difficult to manage and plan. Different contracts, services, applications, suppliers makes it impossible to manage and plan strategically 16% our approach to mobility is disjointed and split between functions and countries, but we are confident we can manage mobility effectively 22% we have a good control of mobility, but we need to prepare for increasing usage and applications as business and working practices change 50% we have a good handle on mobilty, with a clear future strategy and costs under control 12% 0% 10% 30% 40% 50% 60% > Graph 1: thinking about mobility, and how it operates within your organization, which phrase best reflects your current situation?
3 managing mobility We wanted to know how companies manage mobility. More than one-third (34%) of the respondents provide some central guidance with local decisions/budgets, shortly followed by those (32%) who partially manage mobility centrally with some local control. 16% of the enterprises surveyed indicate that their mobility management is centralized at a global level, whereas 12% are centralized at a regional level. A small proportion (6%) of the companies are organized purely locally. centralized at a global level 16% centralized at a regional level 12% partially central with some local control 32% some central guidance, with local decisions/budgets 34% purely local 6% 0% 5% 10% 15% 25% 30% 35% 40% > Graph 2: how do you manage mobility currently?
4 functional management of mobility When asked about where mobility is functionally managed, the vast majority (78%) clearly indicate the IT department. Less than one-third (28%) say that mobility is functionally managed between different functions, such as standard mobility in admin, blackberry in IT, etc. Only a small number of respondents (8%) state that mobility is managed in the voice communications department, while an even smaller proportion (4%) say it is in procurement or admin services. 90% 80% 78% 70% 60% 50% 40% 30% 28% 10% 0% 8% 4% the IT department the voice communications department procurement/administrative services in various different functions (standard mobility in admin, blackberry in IT, etc.) > Graph 3: where is mobility functionally managed?
5 centralizing mobile management with regard to its benefits A vast majority of the respondents are positive about the benefits of centralizing mobile management and answer yes (78%). Only do not believe in the beneficial effects and answer in the negative. 2% no yes no answer 78% > Graph 4: do you feel centralizing mobile management would be beneficial? key benefits of centralized mobile management Easier implementation of standard policies and processes leads the list of key benefits expected of centralizing mobile management (82%). The second key benefit is defined as platform for better strategic use of mobility (72%). In third place is better visibility of cost and usage trends (69%) followed by easier, more streamlined management (56%) followed by lower costs through bulk buying (54%). 39% of the companies surveyed believe in lower administrative costs as a key benefit. platform for better strategic use of mobility - ways of working, organization, collaboration, services, etc. 72% lower administrative costs 39% better visibility of cost and usage trends 69% easier implementation of standard policies and processes 82% lower costs through bulk buying 54% easier, more streamlined management 56% > Graph 4a: if yes, what would you expect the key benefits to be? 0% 10% 30% 40% 50% 60% 70% 80% 90%
6 centralizing mobile management is not beneficial main reasons Why do companies not believe in the benefits of centralizing mobile management? The main reason focuses on the fact that centralization does not fit company structure and culture (50%). These companies prefer the decentralized model. Also relevant are the following three reasons amounting to 40% each: the existence of multiple local contracts and services, which are too difficult to get a grip on, the fact that it is far too difficult to organize with local decision makers and budget holders; as well as the opinion that central groups should focus on providing guidance only to business units and countries. 30% of the respondents believe that it is very difficult to prove a business case and realize benefits. In fourth place fall two conclusions (each ). Those companies surveyed state that local management is doing a good job, and that there are no effective solutions on the market. Only 10% say that they are already completely centralized. no effective solutions available on the market doesn't fit our company structure and culture - we prefer decentralized model 50% very difficult to prove a business case and realize benefits 30% central groups should focus on providing guidance only to business units and countries 40% local management doing a good job multiple local contracts and services, too difficult to get a grip on 40% too difficult to organize with local decision makers and budget holders 40% we're already completely centralized 10% 0% 10% 30% 40% 50% 60% > Graph 4b: if no, why not?
7 managed service through a telecom expense management solution When asked about considering a managed service through a TEM solution, most companies (60%) answer that they have not considered this option, whereas 40% have a positive attitude toward a managed service through a TEM solution. no 40% yes 60% > Graph 5: have you considered a managed service through a telecom expense management solution? main benefits of a TEM solution to manage mobility According to 56% of the respondents, the main benefit results in lower costs through improved visibility, reporting and user accountability followed by lower TCO through streamlined processes and lower admin overhead (38%). The third most important benefit is the ability to use the platform for strategic management of mobility (34%). 28% of companies favor lower costs through leveraging volumes with operators as the main benefit. lower costs through leveraging volumes with operators 28% platform for strategic management of mobility to enable business evolution 34% lower TCO through streamlined processes and less admin overhead 38% lower costs through improved visibility, reporting and user accountability 56% lower costs through effective contract and invoice management 36% 0% 10% 30% 40% 50% 60% > Graph 6: what would you expect the main benefits to be if you used a TEM solution to manage mobility?
8 main concerns about using a TEM solution Almost half of the respondents (48%) consider setup and running costs and an unproven business case as the main concern. 40% state that using a TEM solution is complex and difficult to set up and implement. For 24% of the companies surveyed, they believe it is very difficult to get their current service owners and decision makers to agree. Another main concern () is security and confidentiality, closely followed by those companies that believe they are quite efficient already and therefore have limited opportunity for further improvements (18%). A minority of 16% wonder whether they can be sure they will be told everything if service is maintained by a network provider. very difficult to get our current service owners and decision makers to agree 24% if service provided by network provider, can we be sure they will tell us everything? 16% security and confidentiality we're pretty efficient already - limited opportunity for further improvements 18% setup and running costs - unproven business case 48% complex and difficult to set up and implement 40% 0% 10% 30% 40% 50% 60% > Graph 7: what are the main concerns about using a TEM solution?
9 TEM how should it be paid for? The majority of the companies (44%) opt for TEM as a managed service with the provider taking responsibility for service supply and contracts. 32% of the firms state that it should be paid for by a share of demonstrated cost savings, whereas 22% think it should be provided as a bundled service from the operator. Another of the companies prefer the model of payment through setup and per connection. 50% 45% 44% 40% 35% 32% 30% 25% 15% 10% 5% 0% 22% setup and per connection share of demonstrated cost savings provided as a bundled service from the operator as a managed service with provider taking responsibility for service supply and contracts > Graph 8: how should TEM be paid for?
10 TEM service in planning or use Only 10% of all the companies surveyed already use a TEM service. The majority (58%) do not have plans for TEM services. 24% say that they are evaluating the market, and 8% indicate that they will deploy TEM services in the next two years. None of the companies surveyed have a pilot in operation. 10% no plans will deploy in next 2 years 24% evaluating the market pilot in operation already use 58% 8% > Graph 9: are you planning or using a TEM service?
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