Bring Your Own Device - A Case Study

Transcription

1 A FROST & SULLIVAN EXECUTIVE SUMMARY Navigating the Enterprise Mobility Maze to a BYOD Strategy In Collaboration With: View the ondemand version of the ebroadcast:

2 Thanks to the rapid rise in smartphone and tablet adoption, businesses are increasingly leveraging mobility to enhance workforce productivity. While smartphones are a huge part of any good strategic business plan, the Frost & Sullivan ebroadcast in partnership with Cicero Inc. Navigating the Enterprise Mobility Maze to a BYOD Strategy focused on the rapid growth of tablets and how they need to be part of an effective mobile strategy as well as the differences between Bring Your Own Device (BYOD) and Corporately-Owned, Personally Enabled (COPE) devices. MARKET OVERVIEW The Growth of Global Tablet Usage A surprising 25 percent of all respondents find tablets to be their endpoint choice. I can bet that when we run this survey in 2013, both data points will be significantly higher for tablets. Alpa Shah Global Vice President, ICT Research, Frost & Sullivan Tablet use is a growing segment of the mobile workforce. Global shipments of tablets grew about 81 percent to 93 million in A 2012 Frost & Sullivan survey of 263 North American C-level executives from multiple industries indicated that half of the respondents are already using tablets within their organizations for business communications. A surprising 25 percent of all respondents find tablets to be their endpoint choice. I can bet that when we run this survey in 2013, both data points will be significantly higher for tablets, said Alpa Shah, Global Vice President, ICT Research, Frost & Sullivan. The number one reason behind the adoption of mobile applications is to improve employee productivity, noted Shah. The second is to improve operational efficiencies. The third reason has to do with the top line, which is to improve customer responsiveness. Advocating Mobile Device Usage Enterprise mobile software solutions are becoming ubiquitous in North America. The mobile enterprise applications market is on a growth trajectory, with at least 68 percent of the 2012 survey respondents planning to introduce one or more new mobile software solutions on their employees mobile handhelds (whether it be smartphones, tablets, basic cell phones, and/or ruggedized devices) during the next year. More than half the businesses surveyed already had from one to four mobile applications in place for their mobile workers. Another 17 percent of respondents had between five and ten applications deployed. In all, 82 percent of businesses reported having at least one mobile application deployed to its employees handheld devices. Larger businesses are the more likely advocates of mobile device usage, deploying a higher number of discrete mobile apps to their workers and planning to add even more new solutions in the coming months. 2

3 Top-of-Mind Concerns for Decision Makers When evaluating a potential mobility partner, businesses first focus on the costs, then on the professional services capabilities, and finally the post-sale service and support that are provided. Solutions must address the business need for mobile employee-facing application solutions, said Shah. Aside from ROI, decision makers examine how their mobile strategy is aligned with company goals as well as how to get corporate and IT staff to support mobile and wireless needs. With regard to back office integration, end users are concerned about connecting back with legacy systems. The mobile app feeds field data back into these back-office systems and vice versa. The thought of integrating the two creates much anxiety for IT. Many mobile solutions are trying to neutralize this fear by creating connectors that accomplish the integration pretty quickly and easily with today's common back-office systems; however, when a company is operating old, customized, legacy systems it is very difficult to interface with mobile inputs. Such situations can translate into lots of time and expense. Lastly, security is a critical concern. Decision makers must address security issues as personal devices increasingly enter the business. 3

4 PANEL DISCUSSION SUMMARY Evaluate Mobile Solutions to Meet Goals HOW DO YOU EVALUATE MOBILE SOLUTIONS? Understand your options and plan: A one-size solution does not work for everyone or an industry. Establish Goals: Why are you building out a mobile solution? Questions to Ask: n Who is your user community? n What are your business drivers? n What kind of data do you require? n Do you integrate and automate? n What are your inhibitors? n How do you measure success? Evaluating potential mobile solutions to meet your company s goals requires building an understanding of the requirements of these solutions, their benefits, and how you will measure success. From there, you can then review the list of available solutions against your goals as well as industry best practices. Examining these goals should include looking at your user community to determine your business drivers, as well as your security needs, customer experience goals, and employee productivity needs. A very real requirement, especially in the tablet space now is the cool factor that's helping to develop a competitive edge. Maybe it's a requirement just to keep up with the competition, said Neil Crane, Director of Product Strategy, Cicero Inc. From there, Crane suggested developing an inventory of the processes and the data required to meet your goals. Examine things such as: n The processes and data required n The applications currently in the enterprise n Anything that can be integrated or automated n Inhibitors, such as legal constraints on data or processes Managing training and support are critical to developing your mobile strategy, as well as to streamlining your processes in the event a device has been compromised. Today if something is compromised inside of our corporate offices, we have strategies and plans to manage that, but those become so much more difficult when we're dealing with devices that are used on airplanes, coffee shops, and maybe left on the kitchen table one day or in a department store the next, said Crane. THE THREE TYPES OF MOBILE SOLUTION CLASSES Buy, build, or recycle. These, broadly speaking, said Crane, are the three classes of mobile solutions. Each has its pros and cons, and within each are specific implementation options. 1. Buying is done through a device s app store, which features many low- and no-cost options that are currently available for many common business functions. This approach is typically used when accessing public data; however, it is also creeping in for file sharing or sending corporate presentations through the cloud. The latter presents 4

5 security concerns: Where is the data when you use these applications from an app store? What happens when an employee leaves or if a device is stolen? In terms of license management for a purchased app, low-cost isn t necessarily no cost. Licenses need to be managed even after an employee leaves the company. In-app purchases of specific functions also need to be managed. Who pays for these apps or functions and who owns them when an employee leaves the company? Version management is another concern as updates to these apps can occur frequently and without notice. Users will need to be trained on app updates. This presents hidden costs such as bringing new users on-board and training new or existing users on frequently updating apps. 2. Building includes any new developments to an application that are either native or web-based. Building concerns are primarily seen in the business-to-consumer community rather than the business-to-business, business-to-employee, business-to-agent community. Typically build has been very useful in areas where there are unique high-volume business processes. Things like looking up the balance in your account, said Crane. The biggest advantage to building vs. buying is security. Security can be built into an app. Vendors are building security containers that run on the device and provide a secure channel back to the public or private cloud. Today if something is compromised inside of our corporate offices, we have strategies and plans to manage that, but those become so much more difficult when we're dealing with devices that are used on airplanes, coffee shops, and maybe left on the kitchen table one day or in a department store the next. Neil Crane Director of Product Strategy Cicero Inc. 3. Recycling is the final class of solutions. In a Virtual Desktop Infrastructure (VDI) such as a virtual machine or a virtual PC corporate applications are run behind a firewall on a virtual machine. Desktops in-house or over the world extend your architecture to the tablet device. The pitfalls of this approach, as early adopters have found, are issues with app performance, noted Crane. Channels that are optimized for wide area networks (WAN) corporate networks are not optimized for use over 3G and 4G, or low-speed data networks. Enterprise apps have to run in real time. DEVELOPING A MOBILE SECURITY PLAN Devices can be lost, and devices can be stolen. When developing a mobile security plan your organization must have worst case scenarios in mind. A cell phone can be lost in a taxi cab; a tablet can be forgotten on the seatback of an airplane. Companies really don't want customer data sitting on the device in the public domain, said Crane. 5

6 Malicious software can steal personal and corporate data. Any device that contains corporate data must be encrypted or feature a secure connection to your corporate network to prevent the spread of malicious software. Your organization must know if your data is encrypted when it goes out to the device. Installing software can compromise the device, which underscores the importance of secure transmissions. Beware of software that is listening for traffic and stealing data. Another concern is employee data theft. How do companies prevent and mitigate against malicious employees or former employees taking data off the device? said Crane. You ve got to have a plan for when things go wrong, and you ve got to have a plan to manage these devices that are distributed around the country and around the world. Neil Crane Director of Product Strategy Cicero Inc. PROS AND CONS OF COPE VS. BYOD Liability and data management those are the two key differences between bring your own device (BYOD) and corporate-owned, personally enabled (COPE) devices. 1. Liability: With BYOD, the employee owns the device and, even if the employee is being reimbursed, he or she is responsible for any billing associated with the device. With COPE, the company is responsible for the bill, including overages and other associated costs. (There are also hybrid models that combine BYOD and COPE to manage payment/reimbursement for the corporate use of tablet devices.) 2. Data Management: What happens if the device is lost, stolen, or compromised? What right does the corporation have to remove data from the device to protect itself? Today, it s kind of a one-size-fits all, said Crane. If the device is lost, I can wipe the whole thing, but I can t just wipe my piece of it, so employees are being asked to accept a contract that says they will accept having all the data wiped in this event. 6

7 The reality of BYOD vs. COPE is that many companies offer a hybrid of the two: These hybrids are decided on the basis of the apps being used on the devices as well as who the data is being pushed out to. For a large group of employees who only have access to , BYOD could be a better strategy, while for field agents with access to corporate apps, COPE could be a better strategy. We have found that our research indicates more of hybrid approach, as there are a lot of options available to do business, concurred Frost & Sullivan s Shah. MOBILE DEVICE MANAGEMENT (MDM) SOFTWARE Fundamental to an enterprise strategy is Mobile Device Management (MDM) software. MDM monitors and manages mobile devices. MDM enables organizations to provision mobile devices so they can be configured to manage applications in the event that a device needs to be centrally locked and/or wiped in case of a security breach. You ve got to have a plan for when things go wrong, and you ve got to have a plan to manage these devices that are distributed around the country and around the world, said Crane. Consider legal or HR requirements when building out an MDM solution. Most organizations will need to create an agreement with employees so that a device can be locked or wiped if its security has been threatened. Another consideration is device connectivity: What do you do when the device goes dark? Your MDM strategy should consider connectivity, as well as be able to guarantee whether data can be removed from a mobile device once it has been compromised. HOSTING DATA IN-HOUSE VS. THE CLOUD What is the nature of your data and applications? That s the question to ask when considering between hosting enterprise mobility data internally or in the cloud. When considering a move to the cloud, your organization should consider business constraints, including federal requirements. The cloud provider must be able to meet these requirements, as well as security requirements. In a national security setting it is vital that a private cloud has a secure connection, said Crane. More services are moving into the cloud and the private cloud; however, Crane noted that he has yet to see any convincing data that there has been a swing one way or the other. The interest in the cloud has been driven, at least in part, as IT departments look to offload costs. 7

8 MEASURING USABILITY GUIDELINES An enterprise mobility solution must be usable over the lowest-speed connection. Users should be able to interact with apps in a manner that is familiar to them, which requires legacy apps to support tablet-familiar gestures such as pinch to zoom and wipe to scroll. Business processes should accelerate the customer experience. When building out a strategy, pick the highest value processes and execute them first. One app may only do a piece of the business process. WHICH DATA AND TOOLS SHOULD BE PART OF YOUR STRATEGY? n Productivity gains n Cost reduction n New revenue opportunities n Match corporate goals n Address the components of a complete process and then tackle another n Highest value processes first n Face-to-face processes MEASURING KEY PERFORMANCE INDICATORS If we can show success, we can take it further, said Crane. KPIs for an enterprise mobility solution can be found by comparing the traditional office employee against a mobile user to see if you have improved productivity, customer satisfaction, and reduced the time it takes to do business. Do it in the here and now, use today's data (not data from a year ago) to compare and contrast in real time, said Crane. Mobile-specific KPIs include: n Percentage of mobile employees n Number of mobile devices per employee n Number of mobile devices managed centrally by IT (by percentage) n Time to provision/decommission a new device n IT spend as percentage of revenue n Mobility spend as percentage of revenue Further measurement of KPIs should include what it costs the IT department to decommission a device, how quickly a new user can be on-boarded, and how quickly the device can be closed down if it is lost or stolen. FINAL THOUGHT There is a great deal to consider when looking at your mobile strategy. Evaluating your company goals and assessing your user needs are at the top of list. There is much flexibility in pricing models, devices, and services, which provide a myriad of options to produce the optimal plan for your company. Ensuring a sufficient level of security for your organization is critical mobile devices are very portable, but also easy to leave behind. BYOD and COPE exacerbate the need to enhance security. Most important of all, keep in mind that the use of tablets in the workplace is growing rapidly, and must be incorporated in your business and IT strategies now. Use the insights and data we have provided to validate the need for a new mobile strategy and get the investment you need from your company. 8

9 ABOUT CICERO Cicero provides business performance software that enables companies to deliver a better user experience with existing applications. Using an innovative combination of patented integration, process automation, presentation, and analytics, Cicero s software addresses the pressing need for companies to securely present relevant information in an intuitive manner for both desktop and mobile devices. Learn more at ABOUT FROST & SULLIVAN Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company s Growth Partnership Service provides the CEO and the CEO s Growth Team with disciplined research and best practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. Learn more at DISCLAIMER This Executive Summary discusses key insights and excerpts from a live presentation and panel discussion by Frost & Sullivan and Cicero on May 9, This summary presents industry insights, best practices, and case studies discussed by the presenters, in the context of the live presentation and panel discussion. For more details, visit Frost & Sullivan is not responsible for the loss of original context or the accuracy of the information presented by the participating companies. 9