Enterprise Mobility IBM MobileFirst Managed Mobility Service Profile
1 The service 2Service components 3Transition/ deployment 4Service delivery 5Getting started A brief summary of the service and the business challenges addressed The range of components that make up the service, from which you can build your solution The steps IBM takes to implement the service, including standard activities and ongoing support IBM skills, experience and research that facilitate service delivery, plus a client success story Instructions for getting your IBM service engagement off the ground
1. The service What is managed mobility? The mobility landscape is evolving continually. This disruptive technology is changing traditional business models and creating complexity and a host of challenges for organizations. But it is ultimately transformative, creating new levels of productivity for employees and providing businesses with new sources of data and insight. Organizations that embrace this unique opportunity will lead the pack. As the workplace becomes increasingly mobile, organizations need to create secure and flexible technology environments that support an ever-changing variety of device types, whether corporate-supplied or through workers bring-your-owndevice (BYOD) models. And as new users gain access to networks, corporate information and enterprise applications, the risks increase. Organizations that do not consistently enable mobility throughout the enterprise may be left behind by the competition. IBM MobileFirst Managed Mobility Services can help your enterprise better manage the complexity, risk and costs inherent in highly dynamic mobile IT infrastructures and multivendor device environments. Through improved efficiency and the transformation of core business processes, IBM Managed Mobility can help you develop a mobile leadership position, reducing costs and allowing your staff to focus on innovation. Commonly, businesses start their mobile device journey with access to email. While email messaging products provide 1 The service 1 2 3 4 5 2 Service components 3 Transition/deployment 4 Service delivery 5 Getting started 1
synchronization of email, calendar and contacts between the corporate network and the mobile device, they do not provide the security needed to protect the information on an unsecured device. IBM MobileFirst Managed Mobility Services is among the industry s most comprehensive enterprise mobility solutions, addressing security for devices, encryption of data and applications, as well as application provisioning. Virtually unmatched by competitors, IBM Managed Mobility provides enterprisewide management for the most popular smartphones, tablets and ruggedized devices running on Apple ios, Google Android, BlackBerry and Microsoft Windows, enabling employee choice through BYOD. A simplified subscriptionbased pricing model is built around devices, usage and service options, offering greater predictability, flexibility and cost-effectiveness. Mobility challenges The shifting mobility landscape brings complex challenges to organizations wishing to leverage a mobile enterprise. Security Mobile complexity and integration The mobile enterprise Business and IT strategy change The mobile skills gap Figure 1. A mobile enterprise infrastructure can help you address the challenges inherent in mobility more efficiently and effectively. 1 The service 1 2 3 4 5 2 Service components 3 Transition/deployment 4 Service delivery 5 Getting started 2
Many enterprises are not equipped to support new business models for mobile collaboration, application usage and data access, requiring new investment in technologies and skills. The BYOD trend has been growing, as have expectations for seamless integration with enterprise IT environments. A proliferation of platforms and devices, each with distinct requirements, is driving complexity in the infrastructure. Companies must enhance security to address mobility issues such as device loss and access to information. They must also be able to ensure secure access to corporate applications and data, and to separate corporate and personal content on BYOD devices. Organizations often underestimate the skills and staff required to execute enterprise mobility in-house. They lack the resources to manage the non-core activities of deploying, profiling and protecting mobile devices, particularly BYOD, while the need to maintain consistent mobile IT standards across the enterprise can drive costs higher. Using managed mobility as the framework for your mobility efforts can address challenges and make them far more manageable for your IT department and the organization as a whole. Why choose a managed service? At IBM, we understand the demands mobility can put on your IT organization. IBM has the experience and expertise to support the entire mobile life cycle, from 1 The service 1 2 3 4 5 2 Service components 3 Transition/deployment 4 Service delivery 5 Getting started 3
business and mobility consulting services, strategy and planning, to mobile device and middleware management, mobile security, mobile application management and core networking and communications architecture services. Mobile apps Instant messaging Email Mobile internet IBM Managed Mobility can help you overcome the obstacles to mobility, allowing you to develop and roll out your mobility program quickly: Helps lower the risk, complexity and cost of managing both BYOD and corporate mobile devices Management of device posture and app stack A mobile-ready infrastructure A common communication platform across mobile and existing networks Governance and management of devices and applications Enforceable mobile security standards and practices Figure 2. IBM MobileFirst Managed Mobility provides a security-rich mobile-ready infrastructure. 1 The service 1 2 3 4 5 2 Service components 3 Transition/deployment 4 Service delivery 5 Getting started 4
Helps reduce mobility management costs; could provide 108 percent return on investment (ROI) within three years using IBM Managed Mobility Services 1 Offers a holistic approach to mobile device management and frees up your IT resources to focus on core business needs Provides security compliance enforcement for email and network access including file-level encryption Offers a flexible delivery model and subscription service to help accelerate return on investment Increased employee productivity more than $68M over three years Increase in total sales of $6.8M over three years BYOD More than $5.5M reduction in total mobility infrastructure and support costs over three years 108% ROI over three years with IBM managed mobility services Figure 3. Key findings from a commissioned Forrester Consulting study 1 highlighting the benefits of IBM MobileFirst Managed Mobility Services. 1 The service 1 2 3 4 5 2 Service components 3 Transition/deployment 4 Service delivery 5 Getting started 5
2. Service components IBM MobileFirst Managed Mobility is a comprehensive set of services that offer you a range of components from which to build your ideal solution. We offer flexible options for the following components, and our simple subscription-based pricing model allows you to develop your enterprise mobility solution in step with your needs. Mobile device management, the required foundation service, using your choice of platform vendor; on premises or cloud Containerization Email middleware Access to corporate content via an enterprise gateway Content management Secured browsing to enterprise Secured application access to enterprise Application management Help desk Custom services On premises or cloud With IBM Managed Mobility, we will manage your mobile infrastructure, freeing your critical resources and allowing you to focus on your core business. You can choose whether the infrastructure is located at your premises, in an IBM data center, or in the cloud. An on-premises implementation may be best for you if your business Help desk Containerization Mobile device management Access to corporate content Mobile application management Enterprise email Figure 4. IBM MobileFirst Managed Mobility includes a range of services that can be tailored to your situation. 2 Service components 1 The service 1 2 3 4 5 6 7 3 Transition/deployment 4 Service delivery 5 Getting started 6
requires heightened security or regulatory compliance, while a cloud solution offers faster deployment and reduces capital costs and floor space issues. Mobile device management The base service underlying IBM Managed Mobility is mobile device management (MDM). We team with the industry s leading vendors to bring you this service. We support products such as IBM Fiberlink Maas360, Air Watch, MobileIron and Tangoe. Device platforms supported include, but are not limited to, ios, Android, BlackBerry 5 and 10, Windows Mobile Phone 8 and Windows Mobile 6.5. This required foundation service includes installation, configuration and ongoing management of your MDM system. Organizations consistently rate security as the top challenge to be addressed for enterprise mobility. Integrated endpoint control is essential to robust security across the mobile enterprise. Managing and securing the mobile device, or endpoint, is necessary before allowing use of email and other corporate information on those devices. Mobile device management provisions and oversees the devices, so that they can access email, applications and other corporate information. It provides overthe-air management functions such as authentication, password resets, device lock or wipe for lost or stolen devices, and control of user access through security policies defined by you with assistance from the IBM mobility services team. 2 Service components 1 The service 1 2 3 4 5 6 7 3 Transition/deployment 4 Service delivery 5 Getting started 7
User Endpoint control Network and communication Applications and app provisioning Security and certificate management Containerization Entities such as financial or government institutions often require heightened security. IBM MobileFirst Managed Mobility Services offers advanced security features to help protect your enterprise data from security risks. Containerization on mobile devices helps businesses keep corporate and personal data protected by implementing controls to create and maintain separate environments for work and personal data on the device. Corporate applications and data are segregated and encrypted, providing an additional layer of security. Corporate security policies can be applied to the work-segregated perimeter, Figure 5. Mobile device management provides endpoint control, bringing all the elements of the mobile enterprise together while heightening security. 2 Service components 1 The service 1 2 3 4 5 6 7 3 Transition/deployment 4 Service delivery 5 Getting started 8
requiring a corporate-strength password for access. Work data cannot be copied to the personal side of the device, and corporate email cannot be forwarded using a personal email account. If necessary, the work container can be remotely wiped, leaving personal data intact. Containerization is ideal for companies that need to protect business data and applications driven by legal and regulatory requirements, and is normally focused on companies with BYOD programs. We currently offer support for the two leaders in containerization: BlackBerry and Good for Enterprise (ios and Android). Email middleware Empower your employees with the ability to share and collaborate while on the move. If your business uses IBM Lotus Domino, the email middleware component of IBM Managed Mobility will provide full support for IBM Lotus Notes Traveler. This service includes installation, configuration and maintenance of the Traveler server, running on either an on-premises or cloud MDM solution. Access to corporate content IBM MobileFirst Managed Mobility includes a series of service components that provide security-rich access to your corporate content. Enterprise gateway The enterprise gateway is a good option if you do not require the strength of a containerization service, but want your employees to access the corporate network from their devices in a secure manner. This option allows both personal and corporate information to be accessed using a single browser from an employee s device, providing a level of security that is adequate for most companies. Content management An extension of the gateway service, content management enables your employees security-rich access to corporate content from their mobile devices, including direct 2 Service components 1 The service 1 2 3 4 5 6 7 3 Transition/deployment 4 Service delivery 5 Getting started 9
Mobile messaging server(s) Mobile control server(s) Apple Push Notification Service (APNS) Email server ActiveDirectory/ LDAP Mobile device manager Internal firewall DMZ Reverse proxy/ security/ load balancing External firewall Smartphone/tablet mobile devices Client/ MDM client MES Admin Certificate authority SCEP server SQL 2005/08 MobileFirst Managed Mobility Services middleware, operations and L2/3 end-user support NOC Figure 6. : Sample architecture overview for IBM MobileFirst Managed Mobility Services. 1 The service 3 Transition/deployment 4 Service delivery 5 Getting started 2 Service components 1 2 3 4 5 6 7 10
links to enterprise repositories such as Microsoft SharePoint. Data is encrypted both in transit and at rest on the mobile device, and most common document types are supported. You can use access control lists to help ensure that each employee can access only the content they are authorized to view. Permissions are also configurable for how content can be shared, viewed offline, in third-party applications, emailed or printed. If the mobile device becomes non-compliant, access to content can be revoked. Secured browsing to enterprise Another extension of the gateway service, security-rich browser access to the enterprise is enabled by managing and restricting access from mobile devices based on an employee s needs or group membership. Data going to and from the mobile device is encrypted. Policies can also include preventing access to the enterprise if the mobile device is out of compliance with your security policy. Secured application access to enterprise This extension of the gateway service enables security-rich access from applications running on mobile devices to the enterprise. Application data is protected in motion and at rest on the device. Application management IBM MobileFirst Managed Mobility Services can help you create a robust mobile environment where you can deploy and manage individual mobile applications on your employees devices. We can set up and manage a corporate mobile application store for you. This allows you to recommend or block specific public applications. Employees can download recommended applications, or if you are deploying a new application, IBM will work with you to ensure that it is successfully pushed out to all the devices used by your employees. Five application pushes or updates are included per year with this service. Additional updates can be added. 2 Service components 1 The service 1 2 3 4 5 6 7 3 Transition/deployment 4 Service delivery 5 Getting started 11
Applications can be tracked on employee devices, and removed if the employee changes jobs or leaves your company. Help desk support Help desk support is an important component of IBM MobileFirst Managed Mobility Services. Depending on your needs, IBM can provide level 1.5 through 3 user support. Employees will go through your normal level 1 help desk as the first point of contact. We provide your level 1 help desk with administrative access to an advanced MDM support tool so administrators can quickly perform tasks such as resetting passwords or locking and wiping devices. We support your level 1 help desk team by helping to resolve complex user mobile device issues. If you prefer not to perform any troubleshooting, we can offer premium level 1.5 support, allowing your level 1 team to defer all user calls related to the mobile device service to the IBM Managed Mobility delivery team. Level 2 user support is staffed with a mobility expert who can troubleshoot and resolve most user issues. If it is determined that the problem stems from the infrastructure, the ticket is passed to the appropriate level 3 team. The processes and procedures for the operation of help desk and user support will be established according to your needs during the transition phase to IBM MobileFirst Managed Mobility Services. Custom services Just like the technology it supports, IBM MobileFirst Managed Mobility Services is continually evolving to include additional tools and options as they are developed. We can also support additional MDM platforms as custom services. 2 Service components 1 The service 1 2 3 4 5 6 7 3 Transition/deployment 4 Service delivery 5 Getting started 12
3. Transition/deployment IBM can help you adopt a strategic approach for mobile IT transformation by providing infrastructure strategy and planning capabilities along with the managed mobility services you choose. Combining an understanding of your challenges and business needs with expertise gained from delivering mobility services, we can help get your mobile projects off the ground quickly. IBM managed mobility skills can help ease the cost and complexity of technology upgrades, mobile application support and multidevice, multiplatform mobile integration. Transition and transformation Transition to IBM MobileFirst Managed Mobility Services begins with a highlevel project initiation meeting to review objectives and methodology. The transition phase is based on IBM s deep experience in project management and best practices, whether you are implementing new services or transitioning your existing services to us. Our worldwide teams will customize your transition plan to meet your specific requirements. Services include a project plan, project manager, regular management reports for IBM and you, process and procedure development, policy configuration, level 1 help desk scripts, and other typical start-up components. Standard steady-state activities Once your IBM Managed Mobility solution is deployed, the IBM team will provide ongoing support for the specific services you have selected. Because the solution is highly scalable, it can support an increasing number of users when you are ready to add them. IBM MobileFirst Managed Mobility Services is designed with a standard set of activities 13 3 Transition/deployment 1 The service 2 Service components 4 Service delivery 5 Getting started 1 2 3
Application server support Installation and configuration of enterprise mobility management application on physical or virtual hardware that is provided by the customer Support for all high-severity incidents, including escalation to application vendor, if needed Help assure proper backup of server data and configuration information IBM Managed Mobility support engineers can seamlessly integrate with client support teams, such as Microsoft Windows, network and firewall, telecom expense management, and help desk teams Security and compliance Advise, apply and enforce required security policies for mobile devices Maintain and protect privileged system administrative user identifications Manage and maintain required application licensing information Participate in required audits and root cause analyses IBM Managed Mobility Services utilizes your incident/problem/change management tools and processes to deliver a comprehensive mobility infrastructure management service Customer relations Assign an IBM mobility engineer to you ( IBM account focal ) who is committed to your enterprise mobility success IBM account focal helps foster better communications, reporting and compliance management, and deeper understanding of your business Provide information on application upgrades and vendor infrastructure outages Application capacity performance Determine and implement optimal performance settings for the mobility application server Regularly monitor and report on mobility application server capacity Maintenance Monitor vendor announcement mailing lists to stay up-to-date with the latest updates and releases from each vendor Proactively recommend and implement upgrades to the enterprise mobility management tool Functional testing after a system upgrade to mobility infrastructure using devices dedicated to client environment to validate normal operations Figure 7. IBM provides a set of standard activities across all MobileFirst Managed Mobility Services. 1 The service 2 Service components 4 Service delivery 5 Getting started 3 Transition/deployment 1 2 3 14
across all services. Figure 7 details these activities. Our delivery team uses standard processes and controls. Security compliance is built into our services to help ensure that your security policies are enforced as well as our compliance responsibilities, which include maintenance of software licenses and support for audits. We regularly monitor and implement software updates and patches from vendors after thorough testing. And we proactively promote and maintain our relationship with you through reporting, compliance management and standard IBM service management processes. 15 1 The service 2 Service components 4 Service delivery 5 Getting started 3 Transition/deployment 1 2 3
4. Service delivery Expertise from a global team IBM is an industry-leading provider of services and integrated solutions for the mobile enterprise. With more than ten years of real-world experience delivering managed mobility solutions to hundreds of clients, and more than half a billion devices managed worldwide including more than 100,000 IBM employees currently using smartphones and tablets we can tap our specialized skills in mobile technologies, communications and IT networks to help you plan, implement and manage your mobile initiatives. Mobile enterprise services delivery and support centers Networking delivery and support centers Highlights Thousands of mobile, integrated communications and networking professionals 270 mobile patents 30-plus research labs supporting mobile solutions 48 networking delivery and support centers 11 mobile enterprise services delivery and support centers Customer support in 50 languages Global standard processes, tools and measurements Figure 8.IBM mobile expertise spans the globe, with a range of centers for delivery, support and industry-leading research. 16 4 Service delivery 1 The service 2 Service components 3 Transition/deployment 5 Getting started 1 2 3
To supplement our deep mobile technology skills, we offer our clients an economically efficient subscription pricing model that can virtually eliminate unexpected costs, and our IBM MobileFirst portfolio brings you integrated solutions from a single experienced mobile technology partner. Strong alliances and relationships between IBM and global solution vendors further help to ensure optimized technical and user support across multiplatform mobile environments. One client s story: expanding mobility to securely include BYOD ios and Android devices While this financial services client already enjoyed the benefits of mobility, its BlackBerry solution had not evolved with the shifts in mobility platforms. The bank wanted to increase efficiency and productivity for employees by also supporting employees personally owned Android and ios devices. However, the bank was required to comply with strict financial regulations, including strong security requirements. So, linking these BYOD devices to the institution s corporate email and internal web sites was not so simple. IBM MobileFirst Managed Mobility stepped in to provide a security-rich enterprise mobile solution, deployed first to a group of 1,200 users. Following the resounding success of the pilot, the deployment was expanded to a further 8,000 users. Deployment of mobile applications, including document sharing, is planned, along with expansion to additional devices and users. 17 4 Service delivery 1 The service 2 Service components 3 Service delivery 5 Getting started 1 2 3
Financing from IBM IBM Global Financing can help you acquire IT solutions like IBM MobileFirst Managed Mobility Services without consuming your available cash. We team with you to customize an IT financing solution to meet your business goals, improve your total cost of ownership, and speed your return on investment. With a financing solution from IBM, you can implement IBM MobileFirst Managed Mobility more quickly. You can choose from a variety of financing options to address your individual requirements while preserving your cash and existing lines of credit for strategic business needs and investments. We are the world s largest technology financier, providing services to more than 125,000 clients in more than 55 countries. For more information, visit ibm.com/ financing 18 4 Service delivery 1 The service 2 Service components 3 Service delivery 5 Getting started 1 2 3
5. Getting started IBM can help you build a mobility strategy tailored to your technology and business requirements. Our skilled resources, global reach and key vendor alliances can help reduce costs, decrease overhead, and dramatically decrease help desk support costs. Predictable subscription pricing helps you proactively budget and maintain flexibility. Take the first step: IBM mobility specialists can help you develop a business case for deploying IBM MobileFirst Managed Mobility Services so that you can determine the best approach for your organization. Contact us If you d like to speak with an IBM MobileFirst representative to discuss your mobility requirements and objectives, contact us directly by calling 877-426-3287. Mention code 601BW5AW (U.S. and Canada only). Or you can reach us via email at express@us.ibm.com. Learn more For more information about IBM MobileFirst Managed Mobility Services, visit our Mobility web page: ibm.com/services/mobility. Download the white paper, Building the mobile enterprise. Download the IBM research report, Putting mobile first: best practices of mobile technology leaders. 19 1 The service 2 Service components 3 Service delivery 4 Service delivery 5 Getting started 1 2
Download the Forrester Consulting study, The Total Economic Impact of IBM Managed Mobility for BYOD, commissioned by IBM, May 2013. Connect with IBM MobileFirst 20 1 The service 2 Service components 3 Service delivery 4 Service delivery 5 Getting started 1 2
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