IDC Multi Client Project Executive Brief Sponsored by Matrix42 From Consumerization to "Mobile First" Mobility Strategies in German Companies ENTERPRISE MOBILITY IN GERMANY 2015
Contents introduction 01 Page 01 Introduction trends and Developments in germany 02-12 Page 02 Key mobility initiatives in 2015 03 A growing number of IT organizations bank on enterprise mobility management software 05 IT departments press ahead equipping department staff with smart devices 05 Choose your own device (CYOD) as a compromise between operating departments and IT 06 IT organizations find it difficult to consolidate their mobile operating systems 06 Expanding mobile access to business applications remains key 07 Is BYOA the necessary consequence of BYO devices in the operating departments? 08 Conclusion and outlook 09 IDC recommendations 11 Recommendations by users for users 12 Methodology matrix42 Case Study: DrF Luftrettung 13-14 Page 13 Client details 13 Client requirements 13 Solution profile 14 Project highlights 14 Client comments on the project interview with Oliver Klünter, matrix42 15 author: mark alexander Schulte, Consultant and Project manager, idc idc Central europe gmbh, 2014
ENTERPRISE MOBILITY IN GERMANY 2015 Introduction Enterprise Mobility has become an IT issue that hardly any enterprise in Germany can avoid. More efficient business processes, higher employee productivity, faster decisions and simpler collaboration are the benefits intended by deploying mobile technology. The approach to tapping these benefits has matured in many enterprises: half of all surveyed organizations have now defined and implemented a mobility strategy compared to the 2012 IDC survey this means an increase of nearly 20 percent. While for many IT departments device management was the starting point, mobile applications, content and security aspects have now become central elements of mobility concepts in German companies. Enterprise mobility can therefore no longer be considered a niche issue; it affects organizations of all sizes and industries in Germany. In many companies the role of line of business (LOB) departments has changed. They are no longer "mere" users of mobile technology, but have a growing influence on the purchasing of smartphones, apps, and other mobile technology. 53 percent of department managers even said that there will be a mobility budget in their departments in 2015. Thus part of the financial means lie with the departments who ultimately benefit from the use of mobile technology. The departments have more flexibility and autonomy with their budgets, but this decentralization comes with certain challenges. In view of this development IDC carried out a survey among 251 IT and managers in companies with more than 100 employees in Germany in October 2014. The survey's aim was to gain better insights into the use of mobile technology in German companies as well as into current requirements and plans of IT departments. In addition, comparing the results to previous surveys from 2012 and 2013 allowed us to identify trends. In the focus of this year's survey were software for enterprise mobility management (EMM), challenges in the use of mobile devices and different operating systems, BYOD and CYOD concepts as well as the implementation of mobile applications and security aspects. The most important results of the "Enterprise Mobility in Germany 2015" survey are summarized here. Mark Alexander Schulte Consultant and Project Manager, IDC 1
Enterprise Mobility Trends and Developments in Germany Key mobility initiatives in 2015: IT wants to improve mobile security, departments want a uniform user experience More than half of the companies (62 percent) count the improvement of mobile security among the three most important initiatives in the coming twelve months. According to IDC's assessment, ensuring the security of mobile devices, applications, and content is currently one of the biggest challenges for companies, because each device connected with the company network poses a potential gateway for unauthorized access. User companies are forced to deploy appropriate security measures like malware protection, encrypted connections and files, app wrapping, container solutions, or remote access to devices. Organizations with a mobility strategy in place attach particular importance to improving mobile security. This means the deeper companies grapple with the use of mobile technology, the greater becomes their awareness of necessary security measures. Key mobility initiatives in 2015 2 Figure 1 Improve mobile security Introduce/expand Enterprise Mobility Management Enable uniform application access for employees, independent of the device they use Adapt workflows and business processes to mobile scenarios Consolidate/harmonize mobile operating systems inside the company IT managers 15% 27% 26% 30% Line of business managers n=251 Source: idc, 2014 Selection of the three most important criteria, abbreviated figure 35% 34% 41% 43% 42% 62%
the implementation of a consistent user experience increasingly moves into the limelight. From the point of view of department managers the most important task for IT in 2015 is to achieve uniform operation of applications, independent of the selected end device. Employees want to use applications they need in their everyday job on the device they have and are using in that moment whether desktop PC, smartphone, or tablet PC. The use of applications should also be intuitive and simple. IDC therefore thinks that IT departments are not only challenged to supply applications through virtualization or mobile apps to smartphones and tablets, but also to enable a consistent, uniform user experience on all end devices. Many IT departments have heard the users' demands. Two out of three decision makers declared enabling a uniform user experience as one of their objectives. The results illustrate the differing views of IT and department managers when it comes to the use of mobile technology. Department managers put more emphasis on the benefits for their everyday tasks, while IT managers attach more importance to the technical implementation of the solutions and their security. A growing number of IT organizations bank on enterprise mobility management software The introduction or expansion of enterprise mobility management (EMM) software is the second most important mobility initiative for IT managers in the coming year. Roughly one third of the surveyed companies intend to introduce EMM software for the first time in 2015. Thus the number of companies who use MDM (currently 57 percent), MCM (51 percent), and MAM (48 percent) will rise further. The current use is strongly characterized by the evolution of enterprise mobility in the IT departments. While for many organizations MDM was the starting point for mobility initiatives, equipping the devices with applications and access to files and documents have increasingly moved into the focus. It seems that the days when mobile devices were being managed with the help of spreadsheets are past. FaCtS Roughly one third of the surveyed companies intends to introduce EMM software for the first time in 2015 3
By using MCM, more and more IT organizations are taking on the kind of shadow IT generated by the use of private filesharing tools. Another driver towards comprehensive mobile management on the part of the user companies is the growing provision of mobile apps. The increasing demand for enterprise mobility software corresponds with yet another IDC assessment, namely that until 2018 the EMM market in Germany will grow twice as fast as the total software market. The proliferation of enterprise mobility management software Two trends are clearly discernable in EMM software. Firstly, companies increasingly do not want individual solutions for MDM, MAM or MCM, but integrated EMM suites. Complete solutions enable companies to get a comprehensive overview of their mobile technology by bringing together information from mobile device, application and content management. Consequently, IT personnel don't have to grapple with different tools, and interface issues are circumvented. Secondly, the use of cloud-based suites or tools will gain in importance in the next 24 months, which will clearly be on the expense of on-premise software licenses. The reservation towards software as a service is diminishing in an increasing number of companies also because providers have taken seriously users' concerns regarding data protection, reliability, and compliance. Advantages like a short deployment and integration phase, subscription-based pricing models, and high scalability are also attractive to many organizations. According to IDC's assessment, providers will increasingly shift their offerings towards comprehensive solutions and allow companies to pick a selection regarding the deployment. 4 Figure 2 Mobile Device Management (MDM) Mobile Content Management (MCM) Mobile Application Management (MAM) 57 51 48 30 31 31 11 136 12 8 0 20 40 60 80 100 (%) Yes Planned within the next 12 months Planned within the next 12-24 months Neither used nor planned Don t know n= 106 (it managers only) Source: idc, 2014
IT departments press ahead equipping department staff with smartphones and tablet PCs. Although the use of smartphones and tablet PCs in companies has increased considerably in the past few years, about 80 percent of the companies intend to extend the use of smart devices in 2015. Most IT managers report an intended increase of six to ten percent in the next 12 months of smartphones as well as of tablet PCs. Moreover, devices like hybrid devices (so-called two-in-ones and convertibles) or phablets open new fields of application and enable department staff to work more productively while on the move. IT developments like these accommodate user demands for a more modern equipping of workplaces. The results illustrate that the smartphone and tablet boom is not over yet in German companies. FaCtS Choose your own device (CYOD) as a compromise between the operative departments' wishes and IT requirements. In the past few years, companies were confronted with the situation that employees used their private smartphones for business purposes often even without informing IT. To avoid this kind of shadow IT and address security problems, bring your own device (BYOD) approaches have moved into the focus of companies, but their 82% 82 percent of companies intend to expand the use of their smart devices in 2015. implementation created some challenges for IT. A choose your own device (CYOD) concept allows employees to choose their mobile device from a list of approved devices. IT thus accommodates users' wishes, but it remains owner of the devices. Apart from advantages from a legal perspective, this approach means that IT departments determine the supported devices and operating systems and can thus control the OS diversity inside the company. Every second surveyed company has a choose your own device concept in use today, while BYOD is applied in 40 percent of workplaces. CYOD is a compromise between the users' wishes and IT requirements and favored by many IT decision makers. Many companies are also willing to accept the higher costs connected with CYOD in comparison to BYOD in exchange for more control and security. The answers of department managers moreover show that the users are happy with both concepts. Their point is not primarily to use their own device, but rather to use one that offers the same functions as their private device. If IT organizations intend to take the users' wishes better into account, they should therefore weigh the advantages and challenges of BYOD and CYOD concepts against each other. 5
FaCtS 46% 46 percent of the respondents use three or more mobile operating systems on smartphones and tablet PCs (including BYOD). 6 IT organizations find it difficult to consolidate their mobile operating systems complexity remains high Of the surveyed companies, 46 percent use three or more mobile operating systems on smartphones and tablet PCs (including BYOD). In 2014, the average was 2.51 operating systems; in 2013 it was 2.47. The number of mobile operating systems used in the organizations thus remained stable at a high level in the past 12 months. BYOD or CYOD are two of the reasons why companies did not succeed in harmonizing their OS landscape. For IT, an environment with multiple operating systems translates into higher costs to manage devices and to provide applications and support for them. The continuous and partly even growing complexity ultimately leads to a growing demand for mobility services. Many IT organizations can no longer cover these tasks with their internal staff and know-how and feel overwhelmed. Three out of four companies therefore intend to bring in an external service partner for mobility management in the coming year. Expanding mobile access to business applications for department staff remains key Last year's development continues: companies intend to grant their employees mobile access to more business applications. In particular they are keen on making the following applications available to mobile access in the coming two years: ERP functions (planned in 43 percent of companies), SCM (42 percent) and CRM (41 percent). These are core business applications that are used by employees in their daily routines. IDC recommends that IT managers not aliquet. only provide mobile access to desktop applications but rather enable uniform access to applications independent of the hardware it runs on, in order to facilitate higher work productivity. In order to roll out mobile apps to users and to ensure and manage updates, companies bank not only on classic tools for software distribution but also on enterprise app stores. From the IT decision makers' perspective, they offer control, security and efficiency. However, half of the department managers stated that they still create traditional IT requests to receive mobile apps. IT therefore still holds the reins whether they like it or not. In addition, IT organizations must push for a change in users' behavior. But the starting point is not bad, because many employees know the use of app platforms from their private environment.
Is bring your own app (BYOA) the necessary consequence of BYO devices in the departments? 62 percent of employees from companies with a BYOD concept use not only their own mobile hardware but also their private software for professional tasks. This has various reasons. Users don't have to install additional apps on their smartphones or tablet PCs, and they are familiar with their use. Some IT departments don't even offer adequate enterprise solutions for the apps used in the private environment. For the majority of IT decision makers this situation is unsatisfactory because their aim is to separate private and professional contents on the BYOD devices by deploying, for instance, container solutions, and to avoid shadow IT, loss of control and security concerns. A minority, however, is open to the idea of using private apps. The advantages of private bring your own apps they cite are a higher level of employee acceptance and productivity, cost benefits and less effort for app management. Ultimately, IT departments are powerless to some extent, as they can't prescribe or control how employees use their private device outside the container. Eight out of ten companies with a BYOD concept therefore allow their staff to use private apps for business purposes. FaCtS Eight out of ten companies with BYOD concepts allow their staff to use private apps for business purposes. 7
CONCLUSION AND OUTLOOK No company can afford to still ignore enterprise mobility today, because in the medium term this would lead to competitive disadvantages in their core business. in many organizations there is great potential to increase the productivity of department staff with the help of mobile devices and applications and to improve processes. Companies have come to recognize that these advantages are not science fiction but can be tapped today, and they will therefore expand their mobility initiatives in 2015. The influence of operative departments on decisions of technology investment will continue to increase in the future. While the departments were usually not considered at all in it decisions, they have become increasingly involved in the decision-making processes and now some of them even have their own budgets. they will use their money to realize their aims and ideas, for example when it comes to interaction with clients via mobile apps. they are not always in line with it departments' aims and ideas. Flexibility through decentralized mobility budgets, however, has its price. Loss of control, an app jungle, and lack of know-how are the it departments' concerns. according to idc's assessment, department managers should therefore not make investments without consulting with IT, in order to benefit from their expertise in purchasing mobile technology. in the coming months idc expects that a growing number of companies will further shift their focus from a reactive risk and cost management to a proactive business-enabling approach through mobile technologies. the emphasis of future mobility initiatives will be placed less on the risks and more on the advantages departments gain from their it divisions' support. idc recommends that it organizations pay increased attention to this second level of enterprise mobility and thus tap the potential for better work productivity that comes with the use of mobile devices, applications and content. From risk and cost management to business enablement by enterprise mobility 8 Figure 3 risk and cost management Consumerization Control the variety of devices, OS and apps Mobile security and risk management Guidelines, governance, and compliance Centralization, cost control, and visibility Business enablement Mobile first Improve business processes Support departments faster and more flexibly New possibilities of collaboration (B2E, B2B, B2C) New mobile business models Drive innovation Source: idc, 2014
IDC recommendations The survey showed that the use of mobile technology presents companies with challenging tasks. IT and department managers should therefore think about different aspects in order to tap the advantages of enterprise mobility and overcome existing hurdles. Based on the survey results IDC recommends the following to user companies: Avoid individual, unconnected initiatives - develop a comprehensive mobility concept The development and implementation of a mobility strategy is important in order to harmonize measures, to leave no important aspects unconsidered, and to set up a roadmap for the enablement of mobile and secure working. The percentage of companies with a mobility strategy has therefore increased significantly since 2012 to about 50 percent in 2014. Organizations that have not yet set up a mobility strategy should therefore do so immediately and integrate initiatives into a comprehensive concept. The fields of activity are legion. They comprise the management of mobile devices, content and applications, ensuring that security and compliance rules are met, the integration of back-end systems or the use of mobility services. Get your IT colleagues on board when investing in mobility The study results have shown that in every second department a decentralized mobility budget is planned for 2015. The budget in the departments is, for instance, geared towards developing applications. For example the marketing department wishes to employ mobile apps within their long-term marketing concept. Decentralized pots may also be used to purchase mobile devices to address the requirements of department staff better. The departments should, however, involve their IT colleagues when selecting and purchasing mobile solutions and benefit from their expertise. The higher the planned investment, the more compelling is the involvement of in-house IT experts. In this way you can mitigate risks in the implementation of the planned investment and ensure you get the result you expect. Become your mobile infrastructure's master by using enterprise mobility management software In many companies the management of the mobile devices landscape via MDM software has become well established. Mobile application and mobile content management have received increased attention in recent months to equip devices with apps as well as with files and documents. Companies should address all three aspects for comprehensive enterprise mobility managment and thus gain an overview of the mobile technology used inside their organization. When choosing a solution, companies should not only make a choice between separate tools and complete solutions - which are preferred by many companies - and consider the deployment options, but also prioritize solutions that are not restricted to the management of individual operating systems. Keep the complexity of your mobile IT landscape low or use Mobility Management Services In most companies, complexity does not decrease with the use of mobile technologies. Different devices and operating systems are in use, applications must be made available for them, content must be made accessible, security must be guaranteed and they all must be integrated into the overall IT infrastructure. These are only a few examples to illustrate the effects of supporting staff working with mobile devices. In many companies, the growing challenges exceed internal human resources and internal know-how. If simplification, for example by consolidating mobile operating systems, is not feasible, companies should consider using the support of external partners. The services they offer are diverse. They include consulting and integration services, device management, telcom expense or mobile security management, and the development of mobile applications. In particular the latter will be used increasingly in 2015. 9
Seek a consistent user experience for department employees not "only" mobile apps Employees want to use business applications on the device they are working on at that moment whether desktop PC, smartphone or tablet PC. From the point of view of department managers, this is the most important mobility initiative in 2015. IT departments are therefore called upon to make the relevant applications available on these devices and to ensure uniform, intuitive operation. This should be considered when (mobile) applications are developed in-house. On the other hand, virtualization technologies are an option in order to provide a more harmonized user experience to employees and tap the productivity benefits generated in consequence. It is also to be expected that software vendors will increasingly incorporate a harmonized user experience as standard into their products. IT decision-makers should therefore consider this aspect as a criterion when selecting a vendor. Focus more on opportunities for the departments and less on the risks for IT In some companies, the concept of enterprise mobility is characterized by a reactive approach and geared towards avoiding risks and security problems caused by smartphones, tablets, mobile apps, and content. Many organizations started dealing with the issue only because their employees use private smartphones for business purposes. Security and cost management are an essential aspect of any mobility strategy, but the potential of enterprise mobility is much bigger. More efficient business processes, higher employee productivity, faster decisions and simpler collaboration are the benefits that can be realized by using mobile technology. Do not lose sight of these benefits when implementing necessary security measures, but rather direct your mobility initiatives towards tapping the enterprise mobility potential. 10
Recommendations by users for users As part of the survey we asked companies to give their advice to others as to what they should pay attention to in order to ensure that department employees receive the best possible support from mobile technology. Here, wordfor-word, are some of the answers we received. To preserve their authenticity we have intentionally refrained from any commentary: Information must be entirely digitally available in Include department colleagues in the order to achieve the best possible cost benefit factor. decision-making process. Listen to the employees' needs and wishes to Make sure employees are trained well. Only well-trained ensure efficient work. employees increase their productivity. Make sure that mobile technologies are compatible with other devices Create a uniform hardware basis. and provide real work benefits. The apps must fit and above all be safe. The offered solutions must be capable of being integrated Bank on compatible technologies. completely into the existing system and company-specific software. Simple operation, security of the application, simple Regular training, latest hardware, self-explanatory implementation. applications, integration with other IT issues. Consider the different age structure of employees and thus the different experience levels when using (mobile) technology. 11
Methodology The aim of the survey carried out in October 2014 among 251 IT and operating department managers in German companies with more than 100 employees was to gain better insights into the use of mobile technology in German companies as well as into current requirements and plans of these organizations. Comparisons with the previous surveys from 2012 and 2013 allowed us to identify trends. List of abbreviations Enterprise Mobility Management (EMM) is the umbrella term for mobile device, application, and content management software. Mobile devices, applications, and content are either managed via separate tools or by an integrated EMM suite. Mobile Device Management (MDM): Apart from managing mobile devices inside a company, such solutions offer additional functionalities like security functions, automatic setup of devices, or support functions. Mobile Application Management (MAM): With the help of an MAM solution mobile applications can be managed, protected, and disseminated by the IT department. In addition, individual specifications and settings can be defined for individual applications. Mobile Content Management (MCM) software offers IT departments a path to enable mobile access to content, files or documents stored on different databases. These solutions also provide mechanisms to exchange documents between colleagues, clients, and partners. Bring your own device (BYOD): Within a BYOD concept employees are allowed to use their private smartphones or tablets for professional purposes. Choose your own device (CYOD): The CYOD concept allows employees to choose their mobile device from a list of approved devices. IT departments thus accommodate users' wishes, but remain owner of the devices. The following company profile is based on information supplied by Matrix42. IDC accepts no responsibility for this content. 12
MATRIx42 Case Study: DRF Luftrettung WWW.matrix42.De Client details DRF Luftrettung provides airborne emergency medical aid in the event of accidents in Germany, and transports patients from abroad to German hospitals. Their aim is to provide the best possible care for emergency and intensive-care patients. For 41 years DRF Luftrettung has deployed helicopters at 30 stations for emergency rescue operations in Germany and Austria and for the transport of intensive-care patients between hospitals. The organization also carries out worldwide patient transports with their own ambulance airplanes. In order to achieve their aims, DRF Luftrettung must apply the highest quality standards, medically as well as in air traffic and aviation technology. Around 700 emergency doctors, 300 emergency medical technicians, 160 pilots, and 80 technicians work for the DRF Luftrettung. In 2013, they accomplished a total of 38,180 missions. To finance its work, DRF Luftrettung relies on the support of sponsors and donors. Client requirements DRF Luftrettung decided to use ipads as so-called electronic flight bags (EFBs) to reduce the weight and updating requirements for the aircraft handbooks and other documents required to be carried on ambulance airplanes. To manage and control these flight bags, a reliable system was needed that would meet all approval requirements and fulfil internal standards of automation and data protection. In a second step the company sought a comprehensive solution for the administration of workplaces which should cover all aspects like software distribution, asset management, help desk, self-service portal and license management. Solution profile Before switching to electronic flight bags the documents in paper format added a lot of weight to the planes (around 35 kg), creating space problems and challenges with updating the information. Now, the necessary data is provided and controlled via mobile end devices. The question which system would be best suited to control and manage the flight bags was determined in an evaluation process. The DRF Luftrettung experts examined several systems, among them the mobile device management solution by Matrix42, which was 13
implemented in cooperation with the Matrix42 Platinum Partner TAP Desktop Solutions. In addition, DRF Luftrettung decided to introduce the entire workspace management solution by Matrix42. The implementation required an adjustment of processes as well as preparatory works of several weeks to enter existing information data into the system. This was necessary because for standard tasks and user services DRF Luftrettung had several individual solutions from other providers or proprietary solutions in place that did not support comprehensive workplace management. There was no system for software distribution, but it was required in order to achieve better automation of the daily business and to save time. The software used for helpdesk services did not meet DRF's internal requirements anymore, which is why they sought a comprehensive solution to manage workplaces and service users. Matrix42 offers an interface-free workspace management solution that provides comprehensive possibilities for fully automated device and application management, control of licenses, assets and contracts and far-reaching options for user services and reporting. Together with TAP Desktop Solutions, existing information data were adopted and migrated to the new solution, and existing processes for instance in the support area were optimized. Switching to an interface-free comprehensive solution made relevant information more easily accessible to IT, streamlined internal workflows, and offers users additional services. Project highlights A comprehensive overview of all user devices and therefore advantages in ticket processing and better cost transparency Relief by deployment of a self-service portal Extensive automation brings cost and budget benefits Client comments on the project "For us it is relevant to use an integrated system. The decision for Matrix42 has paid off: less effort, financial savings, improved overview, and satisfied users and IT staff." "Now we have a comprehensive, integrated and clean solution for all our 363 users at 30 locations." By: Harald Brendel, head of IT, DRF Luftrettung 14
INTERVIEW With OLiVer KLÜNter, matrix42 IDC spoke to Oliver Klünter, Product Manager Mobile, Matrix 42 at the presentation of the results of the "Enterprise Mobility in Germany 2015" survey. IDC: By taking a "mobile first" approach, enterprise mobility assumes a pivotal role in a company's IT strategy. What are the essential aspects justifying the importance attached to mobile technology? Oliver Klünter: From my perspective, there are three factors. First is the issue of business mobility. For many employees it is natural to create, access, process, and communicate professional information on mobile devices at any time, any place. The "mobile first" approach improves productivity. The second factor is consumerization. Everyday use of private and business data on mobile end devices has become a reality. Users expect the use of modern technology from the consumer environment for their satisfaction and motivation. The third factor is data security. The established mobility technologies offer comprehensive solutions to ensure safe access to and protection of business data. In addition, they enable a clear separation and treatment of business and private data. IDC: What are the typical challenges companies are facing when deploying mobility projects? Klünter: When implementing a business mobility strategy, there are various challenges to overcome. Controlled access to the mobile end device and to the company network must be ensured at all times, while unauthorized access must be prevented. In addition, a supervision of company guidelines and the targeted deletion of business data should be possible. In the area of applications and company documents it is necessary to give access to e-mail and important company applications as well as to a wide range of document types. The chosen concept must achieve a strict separation between professional and private data. It is also essential to integrate mobile devices into the existing IT service management environment and the organization's business processes. idc: Which approach do you recommend to companies so their departments receive the best support from mobile solutions? Klünter: I recommend a six-step approach, starting with the establishment of a "business mobility team," followed by an analysis of OLiVer KLÜNter business and user requirements. Then a utilization concept should be drafted and a management tool picked. This is followed by the integration into the business processes and the definition of a data strategy. Finally, self-service should be established. Companies that wish to generate benefits from the deployment of mobile devices should not be driven by their employees' wishes. Instead it should be clear that the aim is the gradual implementation of a valid business mobility strategy reaching across all departments. Only then will IT stay in control and can act correctively in line with company guidelines. 15
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