Digital Enterprise Unit. White Paper. Multi-Device & Multi-OS Enterprise Mobility Strategy: What Your Organization Needs To Plan For

Transcription

1 Digital Eterprise Uit White Paper Multi-Device & Multi-OS Eterprise Mobility Strategy: What Your Orgaizatio Needs To Pla For

2 About the Author Rahul Trisal Rahul is a seior digital strategy cosultat with TCS Digital Eterprise group focused o developig busiess-to-cosumer ad busiess-to-employee strategy from a busiess ad techology perspective for mobility, social ad aalytics. He has executed several mobile, social ad multi-chael strategy egagemets over the last five years for customers i the US, Peru, South Africa, the UK ad Idia. He brigs wide ragig expertise across idustries such as Bakig, Isurace, Pharmaceutical ad Maufacturig amog others. I the mobility space, he has worked i the areas of busiess use case idetificatio, busiess roadmap optimizatio, BYOD, ad mobility ifrastructure such as MADP, MDM product evaluatio, mcoe setup, mobile security evaluatio ad itegratio strategies. Rahul holds a Master s degree i busiess admiistratio ad a Bachelor s i Egieerig.

3 Abstract With the Cosumerizatio of IT, ad ios ad Adroid emergig as devices of choice for cosumers, most orgaizatios are ow redefiig their eterprise mobility strategy. They eed to determie the right approach based o their strategic objectives, busiess requiremets, user profiles, security risk appetite, curret techology stack, ad cost cosideratios. From a multi-device, multi-operatig system (OS) strategy perspective, the formulatio is a sequetial decisio makig process startig with the device owership model, device choice, user segmetatio, reimbursemet policy, architecture choices, security cosideratios, ifrastructure requiremets ad itegratio approaches. It culmiates i settig up a dedicated mobile Ceter of Excellece (mcoe). Each decisio poit has a sigificat impact o the executio strategy with cosequet implicatios o the cost, time to market ad user experiece. This paper highlights the key decisio poits that orgaizatios must udertake while devisig their mobility strategy. It also discusses some of the popular device owership models withi orgaizatios such as the Corporate Owed, Brig-Your-Ow-Device (BYOD), the Corporate Owed Persoally Liable (COPE) model ad their respective implicatios.

4 Cotets Itroductio 6 1. Assessig The Busiess Requiremets 7 2. Determiig The Device Owership Model 7 3.Choosig The Right Device Type 8 4. Employee User Segmetatio Ad Reimbursemet Policy 8 5. Choosig The Cliet Architecture 9 6. Security Challeges I Eterprise Mobility Ad Mitigatio Aalyzig The Mobile Ifrastructure Requiremets Desigig The System Architecture Mobile Orgaizatio-mcoe Coclusio 14

5 List of Abbreviatios BYOD MADP EMM MAM MAS MDM mcoe OS PIM COPE DLP SSO SOA SOAP API VPN Brig Your Ow Device Mobile Applicatio Developmet Platform Eterprise Mobility Maagemet Mobile Applicatio Maagemet Mobile Applicatio Server Mobile Device Maagemet Mobile Ceter of Excellece Operatig System Persoal Iformatio Maagemet Corporate Owed Persoally Eabled Data Loss Prevetio Sigle Sig O Service Orieted Architecture Simple Object Access Protocol Applicatio Programmig Iterface Virtual Private Network

6 Itroductio As the iitial surge from orgaizatios to reach out to their customers through the mobile chael reaches a threshold level, the focus is ow movig o to employee ad parter applicatios. With a plethora of optios available, there is cosiderable debate o idetifyig the right strategy for mobile eablemet of employees withi the orgaizatio. Figure 1 highlights the key steps to be cosidered i defiig a multi device, multi-operatig system (OS) eterprise strategy. Each step i the decisio makig process is discussed i detail i the followig sectios. Figure 1: Decisio parameters for defiig a multi device, multi-os mobility strategy 6

7 1. Assessig the Busiess Requiremets To improve productivity, eterprises eed to assess their curret ad future busiess requiremets that eed to be eabled through employee devices. Most orgaizatios typically start with basic commuicatio ad collaboratio applicatios (apps) such as , persoal iformatio maager (PIM), messeger or chat which are easy to implemet ad provide maximum productivity beefits for a larger audiece. The ext wave ivolves mobilizig eterprise applicatios such as CRM ad Field Service applicatios. Fially, the focus shifts to vertical or trasformatioal applicatios that ca act as a game chager. These applicatios leverage the uique busiess processes specific to the orgaizatio, mobilizatio of which ca provide sustaied competitive advatage over competitors. It is importat to clearly idetify ad articulate curret ad future busiess requiremets sice most of the subsequet decisios are based o the idetified requiremets, ad failure to capture them accurately ca pose challeges i the future. For example, for a large fiacial istitutio, the key requiremet was to archive text messages betwee the admiistrative staff ad their customers, as required by law. The compay had plaed to procure ios devices the preferred device withi the orgaizatio for over 30,000 employees. However, they did ot evisage that ios devices did ot allow for archivig of icomig messages, ad thus were ot able to meet their key requiremet. It is therefore importat to carefully cosider the curret ad future busiess requiremets before makig ay techology decisios or ivestmets. 2. Determiig the Device Owership Model There are multiple owership models available for orgaizatios to cater to employee requiremets. However, these models are still evolvig ad eterprises eed to carefully evaluate ad select the most relevat model based o their eeds. The first optio is to move to a BYOD model oly. This is beig icreasigly adopted by orgaizatios across the board, especially large orgaizatios that do ot wat to make upfrot ivestmets o device procuremet for employees. The secod optio is to move to a Corporate Owed device owership model alog with the BYOD program. I such a sceario, iitially, orgaizatios may stadardize oe of the platforms such as ios or Adroid, but will evetually have to move to a multi-device, multi-os model with Apple, Adroid ad Widows as the primary devices alog with ay other iche platforms based o specific busiess requiremets. The third optio is to look at some of the emergig treds such as the Corporate Owed, Persoally Eabled (COPE) model. Istead of eablig corporate fuctios o persoal devices, COPE eables the use of corporate devices for persoal activities icludig social sites, s, ad phoe calls. Employers provide employees with devices ad applicatios, ad the compay maitais owership. Compared to the BYOD model, the COPE model provides orgaizatios more cotrol over cost, security, ad other legal ad HR related risks. However, this model is still i its ifacy, ad is expected to evolve ad gai some tractio i the future. 7

8 The hybrid model of device owership comprisig a mix of BYOD ad Corporate Owed with the appropriate user segmetatio seems to be the most popular optio for may orgaizatios. 3. Choosig the Right Device Type The choice of device for a orgaizatio is relevat oly if they opt for a Corporate Owed Device or COPE owership model. For Corporate Owed Device Owership model, the choice of device would typically deped o busiess requiremets, employee prefereces, security cosideratios, cost, ad the market treds related to the device. For the BYOD model, there eeds to be a limit o the umber of devices ad OS types that will be supported. As per the leadig aalyst firm IDC, curret shipmet data ad future estimates clearly highlight that Adroid ad ios are goig to be major players that will cotiue to domiate the market for smart phoes ad tablets. Adroid will domiate the smartphoe category with more tha 80 percet market share1 followed by ios. I the tablet category, ios had market share of more tha 28 percet i the fourth quarter of followed by Adroid (led by Samsug). Thus, orgaizatios eed to focus o these two operatig systems i the developed markets, while i the emergig markets, feature phoes ca also be cosidered. 4. Employee User Segmetatio ad Reimbursemet Policy User segmetatio for the appropriate device owership model eeds to be determied based o the users role ad job specificatio. The user segmets who travel frequetly, work o missio critical roles, or deal with sesitive data are good cadidates for the corporate owed device owership model, while the rest of the users are BYOD cadidates. Similarly, from the reimbursemet policy perspective, orgaizatios eed to reimburse employees based o the cost icurred o the curret legacy devices, if ay or follow a tiered model based o employee role ad job specificatios. For example, seior executives who travel frequetly usig iteratioal roamig ca costitute oe tier ad ca be placed o a higher reimbursemet pla, while the sales ad field service teams who are out of office ad mostly travel locally ca be cosidered as aother tier with a slightly lower reimbursemet pla. Fially, the employees whose job role restricts them to the office, form the last tier ad are provided the lowest data ad voice plas for reimbursemet. Thus, user segmetatio based o profile ad job descriptio alog with a tiered reimbursemet policy are the critical factors to defie the device owership model ad the reimbursemet amout for each employee. 8

9 5. Choosig the Cliet Architecture There is a ogoig debate o the cliet architecture o Native vs. Hybrid vs. Web ad orgaizatios are makig a choice based o multiple decisio parameters such as time to market, total cost of owership, performace, usability ad other such parameters. Typically, trasactioal applicatios with reveue geeratio potetial for retailers ad baks are prime cadidates for ative apps. The app s sluggish respose time due to mior performace issues or poor usability owig to hybrid architecture ca lead to loss of reveue. Iformatioal ad o- reveue geeratig cosumer apps are usually hybrid, as reasoable respose time ad usability with lower cost are a attractive optio. From the eterprise perspective, the critical aspect that eeds to be evaluated is the device owership model. If the orgaizatio opts for BYOD, the it eeds to support multiple devices. Cosiderig that excellet user experiece ad performace may ot be a very high priority compared to total cost of owership, orgaizatios may prefer a hybrid app. O the other had, for corporate owed devices, orgaizatios ca stadardize ad deploy either ios or Adroid as the stadard platform across the orgaizatio, thus simplifyig the choice of cliet architecture. For corporate owed devices where orgaizatios prefer a multi-device ad multi-os strategy, a hybrid app is more appropriate Figure 2: Compariso of differet cliet architectures 9

10 The hybrid architecture is recommeded for BYOD or Multi-OS models except i cases where performace ad usability are of critical importace for eterprise applicatios. For orgaizatios which opt for a sigle platform as the platform of choice, choosig the ative cliet would be beeficial. 6. Security Challeges i Eterprise Mobility ad Mitigatio Though the utility ad value of eterprise mobility has bee recogized by orgaizatios across domais, security risks ad cocers ihibit, ad limit the movemet to BYOD or to the corporate owed device model. The traditioal perimeter defese strategy is o loger valid as employees use wireless ad provider etworks to access eterprise systems. Devices for persoal use are also adopted as the device of choice for eterprise access. These flexible approaches have created privacy ad cofidetiality cocers for both employees ad corporatios. Secure mobility is critical to a successful eterprise-wide rollout. Some of the typical challeges iclude the followig: Data Security Applicatio Security Mobile Security Network Security Idetity ad Access Figure 3: Key mobility security parameters for evaluatio Data Security There are multiple challeges that orgaizatios face i terms of data security while data is at rest. These iclude uauthorized ad improper access to data o the device, data loss prevetio (DLP), ad device loss. There are may ways to protect the data depedig o the type of OS ad the applicatio data sesitivity. Some of these iclude app wrappig, cotaierizatio for data loss prevetio, ative device ecryptio eablemet through passcode policy, ad so o. 10

11 Network Security Data trasit i motio is aother challege that most orgaizatios have to deal with. There are several ways i which orgaizatios ca mitigate these challeges icludig the followig: 1. Usig reverse proxy 2. Mitigatig through the mobile VPN Eterprise Access 3. Usig the traditioal SSL layer Idetity ad Access Maagemet This icludes secure autheticatio, authorizatio, ad Sigle Sig O (SSO) to improve the user experiece of the employees accessig the eterprise applicatios. Eterprises typically use a certificate based autheticatio mechaism for better user experiece. O the other had, some of the Mobile Applicatio Maagemet (MAM) solutios maage the right authorizatio level for differet apps withi the orgaizatio. SSO is critical as users may ot log i to each app every time. Mobile Applicatio Security Mobile applicatios are typically targeted i a umber of ways by exploitig the iheret weakesses i their applicatio desig ad developmet. Some of these iclude: - Improper sesitive data storage - Buffer overflow - Dyamic rutime ijectio - Permissios misuse or privilege escalatio - Improper SSL validatio ad cofiguratios Each platform has its ow peculiarities; requirig adherece to best practices that are relevat to that platform i order to esure the developmet of secure applicatios. Thus, security must be built ito the desig of the applicatio. 7. Aalyzig the Mobile Ifrastructure requiremets Every orgaizatio eeds to eable key foudatioal capabilities to drive the eterprise mobility program. These iclude the Eterprise Mobility Maagemet Solutios ad Mobile Applicatio Developmet Platform. Eterprise Mobility Maagemet (EMM) Solutios Orgaizatios should cosider movig beyod the traditioal Mobile Device Maagemet (MDM) solutios which provide basic commoditized fuctioality to maage the user devices ad applicatios i the orgaizatio. To maage a diverse mobile eterprise ecosystem with a large umber of devices, data security, applicatios ad users, they eed to ivest i a Eterprise Mobility Maagemet (EMM) Solutio. The followig are the high level features offered by a EMM solutio: 11

12 Device provisioig ad ivetory maagemet Maagemet of cofiguratio settigs Autheticatio ad certificate maagemet Reportig ad aalytics o devices Policy Eforcemet The EMM solutio also provides additioal capabilities such as cotaierizatio, mobile applicatio maagemet, ad cotet maagemet as described below: Cotaierizatio Cotaierizatio is the maagig of data o a device securely by prevetig data loss by disablig the copy-paste feature to exteral apps ad other such meas of data loss. It ca typically be doe through app/biary wrappig for existig apps icludig the oes o the app stores (with the requisite licesig agreemet). It ca also be doe through a corporate cotaier which allows employees to access all the apps withi a sigle cotaier while separatig persoal ad corporate apps. The other approach is to use a virtualizatio solutio through the corporate device without ay data beig stored o the device locally. Cotet Maagemet Solutio Due to the lack of data backup optios for mobile devices, may employees i a orgaizatio use public cloud based solutios, puttig eterprise data at risk. Most EMM vedors provide a data backup facility through a private cloud as part of their cloud offerig. These solutios provide employees the optio of uploadig data files i formats such as pdf, Word, videos ad pictures, amog others ad to access them from multiple devices after proper autheticatio ad sychroizatio. Cotet maagemet capability also eables secure access to attachmets ad other backed cotet maagemet solutios like SharePoit ad other solutios. This ca be esured by accessig these documets through a secure browser. Mobile Applicatio Maagemet Mobile Applicatio Maagemet allows orgaizatios to maage large sets of eterprise applicatios, ad access cotrol ad visibility of the istalled apps o the user devices. The MAM feature provides the followig fuctioality: Provides core capabilities for applicatio maagemet such as app ivetory maagemet ad reportig, ad role based access. Eables trackig, maagemet, ad deploymet of volume purchase programs o devices Offers applicatio black listig ad white listig ad allows blockig of specific types of apps based o categories Optioally pushes apps to ed-user devices to accelerate the use of required busiess apps 12

13 Corporate App Store Orgaizatios are utilizig the eterprise corporate app store which is a part of the stadard offerig of EMM vedors. It allows employees to dowload the requisite eterprise applicatios. A well-orgaized ad architected app store ca categorize ad serve applicatios for their employees based o their roles. It ca also aalyze the usage statistics ad future eeds by moitorig the logs ad feedback from employees for ease of access. 8. Desigig the System Architecture Itegratio is oe of the key aspects of mobile app developmet. Itegratio with some of the key back-ed sources i a orgaizatio icludes systems of records such as ERP solutios from SAP, Oracle; CRM; ad cotet maagemet systems such as SharePoit, ad custom applicatios uique to each orgaizatio. There are broadly two types of itegratio approaches possible i such a sceario as discussed below: 1. Mobile Applicatio Developmet Platform Typically whe orgaizatios have a large umber of varied back ed systems ad multiple target platforms, usig a Mobile Applicatio Developmet Platform (MADP) approach is recommeded. Some of the key factors for evaluatig MADP iclude the followig: Idetifyig all the applicatios that eed to be developed Idetifyig all major backed systems that eed to be itegrated Evaluatig the system requiremets i terms of syc capabilities, security, otificatio, ecryptio, ad other o-fuctioal requiremets Assessig whether the MADP solutio provides coectors to idetified back ed sources Assessig whether it provides the idetified middleware compoets that are required Most of these MADP solutios provide readily available coectors which ca be used to itegrate with the existig backed system of the orgaizatio. 2. Poit-to-Poit Itegratio Orgaizatios usually have three optios that ca be explored from the poit-to-poit itegratio perspective. 1) The first approach is to use RESTful web service-based Applicatio Programmig Iterfaces (APIs). These are lightweight APIs that are ideal for mobile applicatios itegratio. 2) The ext approach is to use Simple Object Access Protocol (SOAP) based Services. Although SOAP based services have bee regularly used for eterprise itegratio, these are slightly heavyweight with overheads ad are ot ideal for mobile itegratio. 3) The fial approach is the use of direct database access. 13

14 The most preferred approach for poit-to-poit itegratio is usig the Restful web services due to its lightweight ature ad lesser overheads. 9. Mobile Orgaizatio-mCoE Most orgaizatios cosider settig up a mobile Ceter Of Excellece (mcoe) to maage the implemetatio of various eterprise mobility solutios. The key tasks for a CoE iclude defiig the log term strategy i syc with busiess uit requiremets, formulatig the architecture guidelies, reviewig the key implemetatio roadmap, ad evaluatig futuristic solutios. The mcoe is usually drive by a seior director or a Vice Presidet level executive. It icludes busiess uit represetatives, mobile delivery teams, security, ifrastructure ad eterprise architects at the implemetatio level; ad busiess uit heads, HR, Marketig, Sales ad Legal teams at the strategic level. It is critical for every orgaizatio to ivest i a mcoe to achieve speed ad scale to drive the adoptio of eterprise mobility. 10. Coclusio Cosiderig the curret maturity of eterprise mobility, the Cosumerizatio of IT, ad the productivity beefits, it is imperative that orgaizatios move to a multi-device, multi-os model. Orgaizatios ca trasform the way employees egage with customers ad with each other with a well-crafted eterprise mobility approach. While determiig the most suitable eterprise mobility strategy for a orgaizatio, it is importat to alig the existig ifrastructure, user eeds ad busiess processes to the overall busiess goals of the orgaizatio as highlighted i the paper. Eterprise mobility will pave the way busiess is doe i the future. A fresh outlook, differet from the existig IT ad ifrastructure strategy will be eeded. It is critical that orgaizatios itegrate eterprise mobility ito their maistream busiess strategy to maximize its beefits. 14

15 About TCS' Digital Eterprise Uit The TCS Digital Eterprise uit applies the Digital Five Forces Mobility ad Pervasive Computig, Big Data ad Aalytics, Social Media, Cloud, ad Artificial Itelligece & Robotics to meet the uique eeds ad opportuities of each idustry. We help cliets reimagie their busiess models, products ad services, customer segmets, chaels, busiess processes, ad workplaces by leveragig a combiatio of the Digital Five Forces to gai sustaied competitive advatage. Our experieced global team icludes busiess strategy cosultats, busiess aalysts, digital marketers, user experiece desigers, data scietists, ad egieers who are passioate about today's digital techologies ad their impact o busiesses. Backed by our techology vedor parterships, pre-built customizable products ad reusable assets, ad deep idustry expertise, we offer everythig a eterprise eeds for complete Digital Reimagiatio. Cotact For more iformatio about the TCS Digital Eterprise uit, visit: digital.eterprise@tcs.com Subscribe to TCS White Papers TCS.com RSS: Feedburer: About Tata Cosultacy Services (TCS) Tata Cosultacy Services is a IT services, cosultig ad busiess solutios orgaizatio that delivers real results to global busiess, esurig a level of certaity o other firm ca match. TCS offers a cosultig-led, itegrated portfolio of IT ad IT-eabled ifrastructure, egieerig ad TM assurace services. This is delivered through its uique Global Network Delivery Model, recogized as the bechmark of excellece i software developmet. A part of the Tata Group, Idia s largest idustrial coglomerate, TCS has a global footprit ad is listed o the Natioal Stock Exchage ad Bombay Stock Exchage i Idia. For more iformatio, visit us at IT Services Busiess Solutios Cosultig All cotet / iformatio preset here is the exclusive property of Tata Cosultacy Services Limited (TCS). The cotet / iformatio cotaied here is correct at the time of publishig. No material from here may be copied, modified, reproduced, republished, uploaded, trasmitted, posted or distributed i ay form without prior writte permissio from TCS. Uauthorized use of the cotet / iformatio appearig here may violate copyright, trademark ad other applicable laws, ad could result i crimial or civil pealties. Copyright 2015 Tata Cosultacy Services Limited TCS Desig Services I M I 04 I 15