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  • 1. Enterprise MobilityHow Mobile Apps and TabletsWill TransformGuide Your BusinessThis Year 2011by Sybase | an SAP Company

2. ENTERPRISE MOBILTY GUIDE 2011Enterprise Mobility Guide 2011 Sybase, an SAP CompanySybase, One Sybase Drive,Dublin, CA 94568-7902, U.S.A. ENTERPRISE MOBILITY GUIDE n 1 3. A MESSAGE FROM THE CEOMobile applications have entered the enterprise.Let the transformation begin.n John S. Chen, CEO, Sybase, an SAP CompanyEnterprise Mobility Guide 2011Published by Sybase, an SAP Company UnwiredSybase, One Sybase Drive, Dublin, CA 94568-7902, U.S.A.To order copies of the Enterprise Mobility Guide 2011, go to sybase.com/mobilityguideCopyright 2011 Sybase, an SAP Company. All rights reserved.Sybase and the Sybase logo are trademarks of Sybase, Inc., or its subsidiaries. indicatesregistration in the United States of America. SAP and the SAP logo are the trademarksor registered trademarks of SAP AG in Germany and in several other countries. All othertrademarks are the property of their respective owners. and UnafraidLibrary of Congress Cataloging-in-Publication Data It cant be denied: Enterprise mobility is truly taking off. Powerful smartphonesSybase, an SAP Company are becoming omnipresent, while even-more-powerful tablets such as theEnterprise Mobility Guide 2011: How Mobile Apps and Tablets Will Transform Your Business This Year / Apple iPad, Android-based Samsung Galaxy Tab and the Research In Motionedited by Hanna Hurley, Eric Lai and Lori Piquet Cleary. (RIM) PlayBook are set to make major inroads this year. Bandwidth is everywherep. cm. and getting faster.ISBN 978-0-9832020-1-11. Enterprise mobility. 2. Mobile security. 3. Mobile management. 4. Mobile enterpriseThis combination of devices and bandwidth creates the foundation forapplications.mobile business applications to follow their consumer brethrenand bloom. An increase in the availability of mobile business applications will solve a greatLibrary of Congress Class and Year: TK5103.2 .H84 2011 problem businesses face today: the cost and expertise needed to build customLibrary of Congress Control Number: 2010942354 mobile applications.Printed in the United States of AmericaAlthough they will always remain an important option for larger enterprises,Except as permitted under the United States Copyright Act of 1976, no part of this custom applications will begin to take a backseat to less-expensive, packaged,publication may be reproduced or distributed in any form or by any means, or stored in off-the-shelf ones. This shift will kick-start a new phase of widespread deploymentsa database or retrieval system, without the prior written permission of the publisher. and rapid growth. Big changes are on the horizon. Vendors and users have two ways to approach them: as a crisis to be mitigated, or as an opportunity for transformation. I hope that this guide can help give you the knowledge to embrace the latter route. n2 n SYBASE 2011ENTERPRISE MOBILITY GUIDEn 3 4. CONTENTS 20113UNWIRED AND UNAFRAID Mobile applications have entered theenterprise. Let the transformation begin.40 THREES A CROWD Multiple applications, operating systems and back-end data sources pushmobile administration and management tasks into the red zone.n JOHN S. CHEN, CEO, SYBASE, AN SAP COMPANY n GREG JENKO, PARTNER, GLOBAL LEAD FOR MOBILE SYSTEMS INTEGRATION, ACCENTURE TRANSFORMATION OF THE ENTERPRISE44INTRODUCING GENERATION M Young workers and their strong affinity for go-anywhere technology arechanging the shape of the enterprise right before our eyes.8n IAN THAIN, SENIOR TECHNICAL EVANGELIST, SYBASE, AN SAP COMPANY THE MOBILE MAJORITYn Companies that embrace the mobile future will be rewarded on the bottom line.RAJ NATHAN, EXECUTIVE VICE PRESIDENT, CHIEF MARKETING OFFICER, SYBASE, AN SAP COMPANY 48MOBILITY: THE SECOND WAVEDiscover five ways that tablets will be differentand even betterthansmartphones. n PHILIPPE WINTHROP, MANAGING DIRECTOR, THE ENTERPRISE MOBILITY FOUNDATION16 MOBILITY MYTH BUSTER Mobility is destined to be part of the enterprise as research points toward abright future for smartphones and tablets. Are you prepared to manage them? 52PLANNING FOR THE FUTURE Targets for your mobile application investments are everywhere. By knowingn EUGENE SIGNORINI, VICE PRESIDENT OF ANYWHERE ENTERPRISE, YANKEE GROUP whats possible you can narrow your sights and maximize business value.20n TONY KUEH, SENIOR DIRECTOR OF PRODUCT MANAGEMENT, SYBASE, AN SAP COMPANYTHE DEVICE DIFFERENCEAn aggressive embrace of tablets is transforming how SAP Runs SAP.n OLIVER BUSSMANN, GLOBAL CIO, SAP MOBILE ECOSYSTEM @ WORK24AN APP MARKET ALSO RISES Mobile apps are taking on hard work in the enterprise. Watch for moreand soon. n SEAN KAE, EXECUTIVE VICE PRESIDENT FOR MOBILE COMMUNICATIONS, SAMSUNG SDS CO.58COOPERATION BREEDS SUCCESS The mobile marketplace is an ecosystem. Choose partners that embracecollaboration. n DAN ORTEGA, SENIOR DIRECTOR OF MOBILITY PRODUCTS, SYBASE, AN SAP COMPANY28nREALITIES OF A HIGHLY MOBILE WORKFORCEEmployees are no longer contained within an offices four walls. Hello chaos.CLIFF CIBELLI, GROUP MANAGER, VERIZON62IN THE APPS UNIVERSE, SIMPLICITY RULES For application providers, executing the right featureswith a simple, effective user experience is key.n JENS BEIER, CO-FOUNDER AND MANAGING DIRECTOR, NEO BUSINESS PARTNERSn STEFAN CHRISTEN, CEO, SWISS1MOBILE AG THE MOBILITY EFFECT n BRIAN FARRINGTON, DIRECTOR, MOBILE APPLICATION SERVICES,32UNWIRED REVOLUTIONMOBILE APPS ADD MUSCLEn ALEXANDER ILG, FOUNDER AND MANAGING DIRECTOR, MSC MOBILE From CRM to authorizations to business intelligence, mobile applications helpn ANKUR MATHUR, MOBILE PRACTICE LEAD, UK, ACCENTUREorganizations better support on-the-go workforces and engage more effectively withn UWE MAY, CO-FOUNDER AND MANAGING DIRECTOR, MAIHIROcustomers. n NICK BROWN, SENIOR VICE PRESIDENT, STRATEGY, MOBILE APPLICATIONS GROUP, SAPn STEFFEN SCHWARK, ENTERPRISE MOBILITY LEAD, BLUEFIN4 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 5 5. CONTENTS2011 MOBILE ECOSYSTEM @ WORK84 CAN COMPLIANCE AND MOBILITY COMMINGLE?67MORE CHANGE AHEAD FOR DEVICESWith tablets taking off, executives agree that change is the one constantin the device marketplace.For organizations in highly regulated industries,the juxtaposition of security mandates andmobile devices jangles nerves.n JEFF MCDOWELL, SENIOR VICE PRESIDENT, ENTERPRISE AND PLATFORM MARKETING, RESEARCH IN MOTION (RIM)n JEFF PACK, PRESIDENT, REMOTERELIEFn MAYUR KAMAT, ENTERPRISE MOBILE PRODUCT MANAGER, GOOGLEn RICK BYLINA, PRODUCT MARKETING CONSULTANT, MOTOROLA86GETTING PHYSICALKindred Healthcare improves opera-70MANAGED SERVICES: FASTER DEPLOYMENTS Security concerns and platform complexity are driving enterprises of everysize to consider an outsourced approach to mobile device management.tional efficiencies and revenue management withmore accurate billing and better reporting.n ALEX BAUSCH, CEO AND FOUNDER, VELIQn JORGE CHAUCA, MARKETING SOLUTIONS MANAGER, ORANGE BUSINESS SERVICESn GABY GROFF-JENSEN, SALES AND MARKETING DIRECTOR, SMARTPHONES TELECOM AS88THE SWEET SMELL OF SUCCESS Faster, easier direct-to-store deliveryhelps Tasty Baking savor more profits.90n SREN LINDE, PARTNER, MOBILITY ARCHITECTSn JEFF PACK, PRESIDENT, REMOTERELIEF MOBILITY FROM A CLOUD Need mobility now? Cloud services are a fast, low-cost path to mobilizingthe enterprise. n TERRY STEPIEN, PRESIDENT, SYBASE IANYWHERE MOBILE ENTERPRISE BEST PRACTICES 74 PROTECTING THE ROIIT shakes a costs-center heritage by92MOBILITY SERVICE CALLCompanies opt for managed services to decrease up-front investment andmaintenance costs. MobiDM morphs SaaS into MaaS. mixing technology and business in the mobile enterprise. n DAN MAHOWALD, VICE PRESIDENT OF MOBILITY, SAP MARKET DATA 78 MOBILITY ACCOMPLISHED U.S. Air Force keeps troops combat ready by improving supply-chain and logistics processes.94 EMPLOYEES ARE CHANGING THE SPEED OF BUSINESSMarket research highlights mobile activity in2010 and trends to watch in 2011. 80MOBILE LOCKDOWNSmartphones and tablets are becoming more prevalent in the enterprise. Dont let themn STAN STADELMAN, MOBILITY PRODUCT MANAGER,SYBASE, AN SAP COMPANY be a security hazard. n JOE OWEN, VICE PRESIDENT OF ENGINEERING, SYBASE, AN SAP COMPANY118COMPANY INDEX6 n SYBASE 2011ENTERPRISE MOBILITY GUIDE n 7 6. TRANSFORMATION OF THE ENTERPRISECompanies that embrace the mobile future will be rewardedon the bottom line.The MobileMajorityAfter two years of hunkering down in cost-cutting mode,global IT is being jolted awake by the golden glow from millions ofmobile device screens wielded by an eager, impatient workforce.With their big, bright displays, intuitive interfaces and high-speedInternet connections, smartphones, tablets and other portabledevices put a wealth of services and information at users fingertips.Not surprisingly, these users want the same convenience and dataaccessibility they enjoy at home and everywhereelse to work for them in the office as well.Work is the right word for what these devicescan do. Of organizations that allow employeesto use personal mobile devices for business, 65percent report greater productivity, according toa recent study by IDG. Such improvements inproductivity are quickly driving down the totalcost of ownership (TCO) for mobile initiatives.Dr. Raj NathanExecutive Vice President,As a result, mobilizing the enterprise is an Chief Marketing Officer,imperative for businesses in 2011. Regardless ofSybase, an SAP Company ENTERPRISE MOBILITY GUIDEn 9 7. TRANSFORMATION OF THE ENTERPRISE industry or size, a mobile enterprise is a fertile strategy that extends their During the Next 12 Months, How Many New Mobile Applications field for business innovation, competitive data and applications to Do You Expect Your Company to Implement? growth and profitability.mobile devices. The goodnews? Usage of company10% 21% Data Efficiency Pays data assets can improve If the median Fortune 1000 business increaseddramatically, as can the None the usability of its data by just 10 percent, it companys bottom line. could realize a $2.01 billion annual revenue 27% 1 to 4 increase, found a 2010 study by the University For mobility leaders, of Texas at Austin. A pharmaceutical company mobile customer relationship5 to 19 with 36,000 employees and sales of $388,000management (CRM) is a 44% per employee could increase sales per employee no-brainer; arming a sales20 or more by nearly $56,000a 14.4 percent increase. force with a mobile versionof its most valuable tool and Base: *Sample size of 226 companies with revenues upward of $100 million surveyed across Such top-line improvements dont come solely providing a direct link to the United States and United Kingdom from investments such as mobilizing corporatebetter customer service andSource: Kelton Research, January 2011 email. Enterprises must be willing to dedicate higher productivity doesnt*Of those who expressed an interest to implement mobile applications in the next 12 months significant resources to a broad enterpriseeven warrant debate. Apps Take Off: According to respondents, two-thirds (65 percent) said they will deploy five orBy the End of 2011, How Many Different Mobile Platforms or more mobile apps this year. Another 21 percent are deploying 20 or more mobile apps. Operating Systems Will Your Company Be Supporting? For them a better question is:Powerful, game-changing business drivers 8% 4% What else can we mobilize?are inspiring enterprises around the globe to integrate mobility into their core IT supportNone Forward-looking organizations strategy. These drivers include: are considering mobile30%1 to 4 initiatives that leverage datan Fast return on investment (ROI) assets, increase employee n Increasedemployee productivity 58% 5 to 19 productivity and improve then Desire to interact directly with the bottom line. Target end-users customer 20 or moreinclude executive and middlen Ability to attract the best of upcoming management, field service talent from the universities Base: Sample size of 250 companies with revenues upward of $100 million surveyed across delivery and repair technicians,n More reliance on mobile information the United States and United Kingdomsales, operations, marketingworkers and teleworkers Source: Kelton Research, January 2011 and customer service. Companies that have already mobilized aggressively Diversity Rules: Nearly four out of ten (38 percent) of enterprises expect to support five orIt isnt just a case of fascinationhave boosted employee collaboration and more mobile platforms or operating systems. with the latest technology. productivity, real-time access to critical business10 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 11 8. TRANSFORMATION OF THE ENTERPRISE information and employee satisfaction. TheyveToday, enhanced productivityEnd-User DrivenForward-looking also reduced costs and the time to make decisionsfueled by mobile applications is Much of the U.S. workforce organizations while improving customer satisfaction. enjoyed by managers, sales reps, already uses personal mobilecustomer service agents, devices for business. Accordingare considering Fast Action, Improved ROIfield service technicians, to Forrester Research:mobile initiatives As task workers and information workers adoptretail associates, warehouse mobile device technology in a massive wave,managers and many more.n percent use their device to 57that leverage the ROI of mobile investments will continue to Revenues for mobile patient- make work-related phone calls. accelerate. There are many reasons, but the keymonitoring applications alonen percent use it to check 48data assets, one is higher employee productivity. will reach $1.9 billion by 2014, work email. increase employeepredicts Juniper Research. n percent use it to search 42 Users cannot be effective in their roles if the Internet or an intranet forproductivity they must wait until theyve returned to their The common thread? work-related information.and improve theImmediate data input. Fastresponse will result in more These uses are just the tip of bottom line.Regardless of service level agreements the iceberg, but they illustrateindustry or size, (SLAs) met, more customers how mobile computing is sosatisfied and more product vital that information workersa mobile enterprise moved without waste. will pursue it even in theThe Arrival of SuperPhones absence of corporate support. If you think keeping powerful mobile devicesis a fertile field forContributing factors tosuch as the Apple iPhone and Motorola Droidbusiness innovation,the high ROI of enterprise When ungoverned, mobile users out of the enterprise is a losing battle now, bracemobility include:can expose the organization yourself. Its only going to get harder, mobilitycompetitive growth to risk and threaten existing experts warn. By the end of 2010, manufacturersand profitability.nIncreasedcustomer andapplication investments. Butintroduced more than 60 new smartphonesbusiness partner satisfactionwhen governed appropriately,based on Googles Android operating systemnReduced sales cycles workplace use of consumer-alone, as well as a number of new smartphones desksor even their laptopsbefore they can make nStreamlined workflow withoriented smartphones anddesigned to work on 4G wireless networks. a decision, provide an approval or give managerial added visibility tablets can help employees guidance and feedback. In the modern enterprise, nIncreased productivity and get more done and heightenMeanwhile, a slew of must-have features are on there is zero tolerance for unnecessary delays.efficiencies morale in the process.the way, ranging from mobile payment systemsnReduced operational coststhat turn your smartphone into a credit card to The ability to respond to requests in real timenImproved data collection and The importance of raising location-based services that help co-workers increases efficiency, improves data accuracy accuracy morale should not be under find each other in or out of the office. and availability, allows sales reps to spend more estimated. An IDG survey found time selling and reduces business operations The next step is to enable that 61 percent of companiesClearly, companies can expect to find more costs. And the benefits extend to every industry everyone in the enterprise withthat let employees use personal smartphones in the office well into the future. and most job functions.similar tools to drive efficiency. mobile devices at work report12 nSYBASE 2011 ENTERPRISE MOBILITY GUIDEn 13 9. TRANSFORMATION OF THE ENTERPRISE higher employee satisfaction. Conversely,mobile phones and social media. As task workers and information workers organizations that dont permit enterprise use Organizations that ignoreadopt mobile device technology of personally owned devices can alienate current their deep affinity for mobile and potential employees. computing do so with risk.in a massive wave, the ROI of mobile investments Younger, more tech-savvy professionalsoften Youre going to have a referred to as Millennialshave grown up onnegative backlash and end will continue to accelerate.up becoming a company thatpeople dont want to work for, Fast Action Rewarded notes Zeus Kerravala, a senior You may feel youre not ready to embrace vice president and mobility the device owners are eagerly But you dont have to formalize such a policy to enterprise mobility. You can always take it up expert at Yankee Group. onboard. All it takes is forbegin leveraging the potential of your smartphone later, but be aware of the risks of waiting: Eventually, organizations thatexecutive and IT leadership toinstalled base. The fact that you dont own thecant or wont accommodatedefine the path forward to take devices should not prevent you from thinking of Increased IT disorganization. Mobile users willthese users needs will missadvantage of the vast businessthem as corporate assets. The sooner you can improvise with off-the-shelf applications that out on top young talent and potential that lies therein.change your corporate culture to match todays could pose a threat later to the application fall even further behind more mobile zeitgeist, the faster you will see the investments youve already made and cause deep mobile-savvy competitors. One cost-effective way to resultssignificant resultson the bottom line. disorganization in your enterprise data. With no jump on the mobile band automated encryption of business-related data, The good news: Companieswagon is to adopt a bring your Changing with the Times these devices pose a security risk should they bethat want to aggressively makeown policy. Organizations canSmartphones and tablets are quickly becoming lost or stolen.use of employees personal mobile encourage personal device use the information workers most valuable tools.devices to enrich businessin the office and perhaps offer a While no one is predicting they will replace Waning employee satisfaction. Your workforce efficiency and profitability aretechnology stipend to employees desktops and laptops, mobile devices are taking will view a lack of mobile support as a reproach.very unlikely to experience to spend on laptops, smartphones, over a huge part of their workload. Best of all, You risk your reputation, becoming an employer resistance among users. tablets or carrier fees.they are available right now, at users desks whose inability to get the mobile space is across the globe, waiting to be enlisted for symptomatic of being more generally out of UbiquityThis strategy allows companiesbusiness. Businesses that embrace that fact will touch. Once the damage is done, such reputa- Breeds Opportunityto support employee mobilitybe the first to reap the rewards that come with tion deflation will be difficult to redress later. The opportunity for employers without picking up the entire having a happier, more productive workforce. nto embrace mobile technologytab. Even letting workers Stagnating IT skills. The longer you wait to to positively differentiate them- expense business-related develop mobile versions of your corporateselves exists today, in large part, voice and data fees is a start. As executive vice president and the companys chief applications, the more you will need to pay laterbecause of the near-ubiquitousUltimately, employees who marketing officer, Dr. Raj Nathan is responsible to hire skilled mobile professionals. Meanwhile, presence of mobile devicespurchase their own devices have for all marketing initiatives for Sybase. Under the skills of your developers will not keep pace across their organizations already. higher morale and yield significant his leadership, Sybase continues to be known for with technology advancements.Though unorganized, the devices savings for the company invisionary technologies that meet the direct needsare there to be leveraged, andcapital expenditures. of customers and partners.14 n SYBASE 2011ENTERPRISE MOBILITY GUIDE n 15 10. TRANSFORMATION Managed Mobility Incorporates Multiple ComponentsOF THE ENTERPRISE MobilityElements of Managed Mobility Market leadership Myth BusterCustomer satisfaction Productivity to stra tegic appli cat ions Mobility is destined to be part of the enterprise as research pointsings t sav toward a bright future for smartphones and tablets. Are you preparede cos iat Production ed to manage them? Im m Mobile device management is morphingEugene Signorini Efficiency from a nice-to-have to a must-have. Fortunately,Vice President of device management is getting both more powerful,Anywhere Enterprise,Cost andwith the rise of hosted options such as Yankee Group managed mobilitymuch easier and less expensiveTelecom expenseConnectivity Mobile device SecurityApplication to deploy. To learn more, we sat down with Eugenemanagement management managementmanagement management Signorini, a longtime mobile industry analyst withSource: Yankee Group, 2010 Enterprise Mobility IT Decision-Maker Survey, December 2010 (N=205) Yankee Group. personally liable devices adds diversity and complexity. ItMobility Multitasking: An integrated solution that addresses all the disparate elements of Sybase: How does the trend of bring your ownwill require a specific set ofmanaged mobility can deliver significant strategic business value. or individually liable devices affect how management tools to assist corporations select mobile device managementin device provisioning andcapability to impose security image devices, deploy and manage applications, services or software? deployment, development and policies on mobile devices, have control over device functions (such as delivery of applications, and such as password enforcement, camera and external storage usage) and gain Yankee Group: When it comes to smartphones, policy and security management. as well as the ability to remotelyvisibility into actual device usage will all become personally acquired and individually liable devices wipe data from a device thatmust-have components of a truly robust mobile have become the norm, rather than the exception Sybase: How important is it for has been lost or stolen.device management offering. to the rule. According to our 2010 survey, almost end users to choose a mobile 60 percent of users brought their own devicedevice management platform that However, as mission-criticalSybase: How popular will managed mobility be to work. IT leaders arent blind to this reality. offers a broad range of capabilities? applications are developedin 2011? Already, the decisions are largely in the hands and deployed on smartphones of users themselves.Yankee Group: For mostand other mobile devices, Yankee Group: Managed mobility is gaining companies today, the most greater functionality will be momentum and will play a more significant role in This represents a change for IT, which has been pressing need is to securerequired from a mobile device enterprises during the next three years. This is due accustomed to a top-down, centrally controlledsensitive data on devices.management platform. Theto a number of converging trends driving a more model. Moving to a model that incorporatesThese companies need theability to rapidly provision andstrategic approach to mobility among enterprises16 nSYBASE 2011 ENTERPRISE MOBILITY GUIDE n 17 11. TRANSFORMATION OF THE ENTERPRISE What Percentage of Smartphone Users Within Your Organization mobility should enterprisesThe most pressing Would You Estimate Have Acquired and Pay for Their Devices in the Following Way? be following? piece of the Corporate-liable subscriptions 29% Yankee Group: Managed mobilitymanaged mobilityencompasses several componentsfrom telecom expense managementpuzzle is Corporate-sponsored subscriptions14%and connectivity management, mobile deviceto mobile device management,security management and management. Individually liable58%application management. 0% 10%20%30% 40% 50% 60% Ultimately, there will beAverage percentagesignificant value for enterprises embrace the behind the firewall or the managed Base: Asked to those who indicate current workforce with smartphones in pulling these components service route for mobile management? Source: Yankee Group, 2010 Enterprise Mobility IT Decision-Maker Survey, December 2010 (N=205)together into an integratedsolution or platform. Yankee Group: Enterprises really need to consider Employee Choice: A large majority of smartphones used for business are selected and acquired whether they have the appropriate resources to by their individual owners. But the most pressing piece of dedicate to mobility initiatives before determiningthe managed mobility puzzle iswhether to implement these solutions behind the and IT leaders. One key trend is that the U.S. mobile And finally, mobile technology mobile device management. A firewall or as a managed service. For enterprises that workforce (those who spend more than 20 percentenhancements across the board survey we conducted in 2010 are already outsourcing other IT support services, of their time away from their desk) will grow to are dramatically changing the shows that business leaders believe such as IT help desk and laptop support, the managed nearly 44.5 million workers in 2018. This expectationlandscape. For example, there that 57 percent of employees will services route probably makes the most sense for is due to corporate HR policies that encourage orwill be almost 10 million wirelessuse a smartphone for work bysmartphone initiatives as well. Even those businesses allow working outside of the office. broadband modems in the Unitedthe end of 2011. The same surveythat handle much of their existing support in-houseStates by the end of this year, inshows that IT leaders believe thatmay discover that mobility adds too great a degree A second key factor is evolving IT and businessaddition to new connected devices tablet deployments, althoughof complexity, and they may want to consider a leader attitudes toward mobility initiatives, nowsuch as tablets. Mobile broadband small today, will double in two managed service, at least as a starting point. n that organizations are realizing the productivitysuch as 4G adds complexityyears. And smartphone operating gains from having mobile access to applications as because employees now send, system diversity has become a simple as email. receive and store huge amountsreality within enterprises. This is Eugene Signorini is a vice president ofof sensitive data. Enterprisesforcing businesses to think moreYankee Groups Anywhere Enterprise research Employee preferences will play a key role, recognize the need for a more strategically about managing allgroup, with expertise in enterprise mobility. too. Now that 31 percent of employees have holistic mobile managementof these devices. Signorini has more than 16 years of wireless smartphonesless than half of which are paid strategy to cope with the added industry experience, and prior to Yankee Group he for by the employees companiesIT managerscomplexity of managing connectedSybase: What are the most worked in various operations, project management, feel compelled to determine how they can laptops, tablets and smartphones. important recommendations and sales and service roles within MCI WorldComs extract more value from these powerful mobilethat you offer to enterprises wireless resale organization and its predecessor, computing platforms. Sybase: What aspects of managed that are considering whether to Nationwide Cellular Service.18 nSYBASE 2011 ENTERPRISE MOBILITY GUIDEn 19 12. TRANSFORMATION OF THE ENTERPRISEAn aggressive embrace of tablets is transforminghow SAP Runs SAP.The DeviceDifferenceUnwiring the enterprise can pay huge dividends for workersand the corporate bottom line. Ive seen firsthand proof of that.Since joining SAP as global CIO in late 2009, I have made mobileadoption one of the cornerstones of our SAP Runs SAP strategy.We deployed our first Apple iPad within a month of its release,and we never stopped. As of the beginning of 2011, we had rolledout more than 2,500 iPad tablets to our employees, making SAP oneof the fastest corporate adopters in the world. Why? Because weconfirmed early on that the iPad was a fantastictool, not a toy.Our executives and salespeople get real-timeaccess to corporate data on their iPads via theirSAP BusinessObjects BI dashboards. Others areusing their iPads as virtual private network(VPN)-enabled clients to our server applications.Still other employees are using their iPads for Oliver Bussmannemail or social media. In my case, I am a big fan of Global CIO,Twitter. I find the iPad the best way to use TwitterSAP ENTERPRISE MOBILITY GUIDE n 21 13. TRANSFORMATION OF THE ENTERPRISE Employees bring inSmartphones Arrival in the Workplace their own expectations. Lifestyle becomes 23% work style.34% It is a device my company issued to me, 34%and old-school phones to the It is a device I selected from mycurb. So have our customers. 21% companys approved/supported listAt telecom equipment maker and my company purchased, 22%Tellabs, for example, shipment22%It is a device I selected and purchased fromapprovals on SAP software canmy companys approved/supported list, 21%be dispatched on an iPad in aboutIt is a device I selected and purchased thata third of the time it takes on amy company hasnt said it supports, 23%laptop computer. Base: 1,009 executives from enterprises in North America and Europe when I have bite-size chunks of free time such as Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010 in between meetings. Prepare for the Arrivalof the Digital Natives The unsupported: Almost one-quarter of information workers are already bringing a personal Drinking Our Own Champagne But many other businessesmobile device to work, despite lack of corporate support. Besides the productivity gains that we see continue to procrastinate on employees experiencing, SAP has also dived mobility. A 2011 study by Kelton Young professionalsalsoof the global workforce, according to a 2009 headfirst into mobility because we want to be aResearch found that security known as digital natives report from IDC. A very large percentage of these role model for innovation for SAPs 43,000 globalfears had caused 75 percentare entering the workforceworkers will be avid smartphone or tablet users. customers. Not only do we want to take the leadof enterprises to delay rollingas fully indoctrinated mobile and drink our own champagne, but we also wantout mobile apps at one time or device multitaskers. Do not Passion for mobile computing is changing to share our learnings as widely as possible.another, while cost concerns had expect them to work without not just the way IT must think about corporatecaused 54 percent of businessesa smartphone or similar devicedata delivery. It is changing the profile of the At SAP, we believe strongly in device agnosticism. to hold off. at hand. These employees will global workforce, and enterprises must adapt Employees bring in their own expectations. Lifestylewant to use the best tool for the every aspect of their corporate policies to becomes work style. So we continue to be a huge These stats are not surprising. job, and rightly so. Beginningkeep up. n BlackBerry shop even as we roll out iPhones andMany other technologies that immediately, attracting young iPads, Android devices such as the Samsung Galaxygrew from the bottom up, talent requires a mobile-savvy Tab and new Research In Motion (RIM) devices suchincluding PCs and PalmPilotenterprise. Oliver Bussmann is the global CIO at SAP. as the BlackBerry PlayBook tablet. devices, initially were greeted with He has more than 20 years of experience inrestrained hostility. But what at The worldwide mobile IT management at companies including Its not just SAP that has experienced firsthand first seemed threatening quickly worker population will reachAllianz Group, Deutsche Bank and IBM. Follow the productivity improvements that throw laptops became a business essential. 1.2 billion in 201335 percenthim on Twitter @sapcio.22 n SYBASE 2011 ENTERPRISE MOBILITY GUIDEn 23 14. TRANSFORMATION OF THE ENTERPRISE Mobile business apps are taking on hard work in the enterprise. Watch for moreand soon.An App MarketAlso RisesTheres no doubt that enterprises are adopting mobility. Forinstance, businesses will buy about 10 million tablets in 2011, accordingto Deloitte. Meanwhile, a much larger but untold number of personallyowned smartphones and tablets will be brought to work by employees.But what then, ask skeptics, who argue that a scarcity of seriousmobile business apps means that even as companies findthemselves awash in smartphones and tablets, the devices remainless of a tool and more of a trinket.While that argument may have once heldwater, its no longer true. Wireless apps arentjust about slingshotting birds or drinking virtualbeers anymore, noted The Wall Street Journal inOctober 2010. Mainstream business tasks fromsales and marketing to customer service andconsumer research are quickly making their wayfrom desktops to smartphones.Sean KaeExecutive Vice President forThe Journal cited companies such as insurer Mobile Communications,Aflac Inc., which offers a dozen different smartphone Samsung SDS Co.ENTERPRISE MOBILITY GUIDEn 25 15. TRANSFORMATION OF THE ENTERPRISEThe supply ofmobile devices Facebook + Business = Innovation If you think Facebook and business dont mix, you may be in for a surprise. In a 2009 IDGin enterprises survey, 39 percent of respondents said they are deploying mobile applications that have consumer-like functionality, such as social media and Web 2.0 services.has hit acritical mass. Just over 25 percent are pursuing mobile applications that take greater advantage of native device capabilities such as cameras and GPS. A quarter of the respondents are so convinced of the relevance of these tools that they are shifting away from packaged cost in terms of money andapplications to rely instead on custom-developed mobile applications that support time can now increasingly these features. find off-the-shelf apps created by developers.How do these tools improve the efficiency of business? n n-the-spot information networking: During meetings, employees can tag a O Its a cycle familiar toquestion to find a subject matter expert and immediately involve that person in the apps to its 70,000 sales employees for accessinganyone who remembersconversation. customer, claims or policy information on the how the shift from custom n etter downtime utilization: By coupling the devices GPS to the companys customer B road, and Life Technologies Corp., a biotechnologyenterprise server apps to relationship management (CRM) system, executive and sales teams can locate nearby tools maker that has armed 400 sales and senior packaged ones in the earlycustomers to visit while in between scheduled appointments. executives with Apple iPad tablets and an app 1990s caused that marketn ore collaboration and customer interaction: Facebook and wikis improve idea M enabling them to visually mine and analyze salesto grow significantly.generation and offer searchable archives of past conversations that can vastly improve data on their tablets.the planning and design stage of any business initiative. Similarly, as the mobilen ollecting competitive intelligence: Sales and marketing staff can use device cameras C Still think these mobile adopters are the exception,business app market shiftsto snap pictures of billboards, magazines and other advertisements, which can be not the rule? According to a Kelton Research studyfrom predominantly custom added to records within the CRM database. from January 2011, 65 percent of U.S. and U.K.to packaged deployment, companies plan to deploy five or more mobile apps the average price of theseOrganizations that say yes to social networking, cameras, GPS and other mobile device this year. One-third of those firms (21 percent of overall) apps will dropfast. That tools are sure to spark innovation and generate higher revenue. expect to deploy 20 or more mobile apps this year.will shorten the time for companies to deploy apps, Why are companies accelerating their embrace of as well as earn a return onmarket for mobile enterprise appsstay put will one day look up and realize they business apps? For sure, its demand from workers investment (ROI) on them.will grow to $10.87 billion in 2015. are miles behind their competitors, with no seeking more convenient, more real-time tools. ButThat also makes these appsopportunity to catch up. n another huge factor is that the supply of mobilemuch more affordable to aThe moral? Companies that devices in enterprises has hit a critical mass. broader swath of companies,have put off deploying mobileSean Kae is head of the Mobile Communications taking the market into a highapps, despite their business (MC) division at Samsung SDS. He is responsible for That means companies that had been forced togrowth stage. Frost & Sullivan benefits, will soon have noSDS unified communications, mobile services and build their own mobile apps and extensions at a highpredicts that the North American excuse. Those who continue toembedded software development businesses.26 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 27 16. TRANSFORMATION OF THE ENTERPRISE Realities of a HighlyHistorically, IT managedNow,different components viaIT organizationspoint products. Now, IT Mobile Workforceorganizations are choosing are choosinga platform approach.a platform A unified mobile management approach. Employees are no longer contained within an offices four walls. platform provides all the Hello chaos. technology, processes andprocedures to provision devices,track hardware inventory and When it comes to managing smartphones Cliff Cibellisoftware licensing, and manage n Antivirus and firewall protection or tablets, forget everything you know aboutGroup Manager, application and data access. n Remote device kill and data deletion for lost or managing PCs. Thats because the majority ofEnterprise Mobility, It also allows enterprises tostolen devices PCs are accessible to IT around the clock. Need Verizonembrace mobile device trends to install a service pack on a new desktop? No without compromising security. Control Costs with sweatfor IT, its usually just a short elevator And it does so using a centralized Self-Service Management ride away. management console with aBaloise Insurance, for example, chose a mobile have been decimated by the single, integrated interface.management platform that can administer a range Mobile devices, on the other hand, can be invasion of Apple iPhones,of smartphone devices from a centralized console. unavailable for many reasons. They can be lost or Android devices and more,A mobile device management The platform also offers self-service registration stolen, locked in an unresponsive state or stuck in despite lingering security and solution can perform all of theand updates of mobile devices for employees. a carriers dead zone. Its much more challenging manageability concerns. Thefollowing tasks remotely: to maintain data integrity on remote devices. consumerization of IT andAs a result, 90 percent of iPhone users require no its freedom of choice have nDistribution of software and IT support at all. In addition, the number of calls to Its also more challenging to reconfigure themcompounded the problem withupdatesthe help desk dropped by more than 50 percent. when standards change, to administer software the push to allow employee-nDistribution of information patches and to simply keep track of them. ITliable devices to access the and contentOur employees appreciate that the mobile must physically collect devices and upgrade corporate infrastructure.nTracking of assets, hardware management platform is very easy to use and them one by one. The cost of IT resources andand software inventory extremely reliable, says Marc Baier, Baloise Insurances shipping and the loss of field worker productivity Platform proliferation hasnManagement of operatingdirector of collaboration and workplace services. adds up. Unless your company is very small, youllcreated another complication:system and software patchesWeve been able to dramatically reduce our IT support need to find a better wayand a mobile device coordinating a myriad of nTracking of software license costs while greatly enhancing user satisfaction. management solution can offer the answer. services and applications. compliance Management knew it had tonConfiguration updatesAlternate Paths Freedom of Choice strike a new balance between nRemote backup andto Mobile Management For years, organizations tried to control costs bywhat users wanted and what restoration of dataUntil recently, companies seeking mobile standardizing on a few devices. Those controlsIT could efficiently support.nOver-the-air data encryption management solutions had only one option:28 n SYBASE 2011ENTERPRISE MOBILITY GUIDEn 29 17. TRANSFORMATION OF THE ENTERPRISEserver-based software. WhileManagedSeven Rules for Effective that gives companies a lot ofmobility softwareMobile Management control, it can be difficult forsome companies to set up,as a serviceFollow these seven ground rules to ensure thatcomplicated to manage and is a simpler,device management headaches wont get the costly to start.better of your IT organization: more efficient and Enter the cloud. Managedn dentify all mobile devices on the network: Imobility software as a service cost-effective Audit your email server and other systems to is a simpler, more efficient andoption for many make sure there are no unauthorized devices. cost-effective option for manyn now which back-office systems that employees Kcompanies and can shorten thecompanies. will want to access: Many workers can sufficeimplementation cycle as well. It with just email access, while salespeople will also democratizes sophisticated need sales applications and executives will need mobile device managementoutsourcing other IT support dashboards and purchasing approval.the same way salesforce.com services, such as IT help desk andn ormalize user types and set policies: Create Fmade powerful customerlaptop support, the managed appropriate user groups and set strict relationship management (CRM) services route probably makes governance policies for each one.tools available to one-person the most sense for smartphonen et ready to take action: Add a filter to Gstartups. initiatives as well. control access to your back-end systems and block access to devices that dont have a Moreover, the best managed Whatever path you pick, the management client installed. mobility services, such asdestinationa real, unifiedof product management and development forn dd password and encryption policies plus AVerizons Managed Mobility, offer mobile management platformVerizon. Cibellis portfolio includes Managed remote wipe: Consider this the bare minimumthe same powerful features of will allow you and yourMobility, a life-cycle wireless expense and device for mobile security: password enforcement, their software brethren. Theseorganization to change yourmanagement service; Mobile Services Enablement on-device data encryption, remote wipe for lostinclude device management mind-set: viewing smartphone Platform, for developing and deploying enterprise- devices and inventory management to identify and security, logistics, telecominnovation as an opportunity wide applications; and Enterprise Mobility as which devices are connected to the network.expense management, and rather than a threat. Insulating a Service, a cloud-based solution to helpn onsider separating personal data from business Capplication development and the organization against on-the-go workers quickly and securely access data: As an added security measure, storemanagementwhile taking mobile management inflationtheir corporate networks. enterprise data in one area of the device andall of the complexity out ofmay be the best thing you encrypt and password protect only that area. users handscan do in 2011 for the futurePrior to January 2006, Cibelli served as the seniorn nable users to be self-sufficient: Keep the Eof your business. nproduct manager of managed network services burden on IT low by letting users download a As Yankee Group analystfor MCI. Before that, he was the director for management client application that will keep Eugene Signorini writes inA 30-year communications global solutions bid management. Cibelli has their devices in compliance. Mobility Myth Buster (page 16), industry veteran, Cliff Cibellialso held strategic planning and technicalFor enterprises that are already currently is a group manager consulting and training positions.30 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 31 18. THE MOBILITY EFFECT From CRM to authorizations to business intelligence, mobileapplications help organizations better support on-the-goworkforces and engage more effectively with customers.Mobile AppsAdd MuscleTodays enterprise workers mostly use their work smartphonesto send emails and check schedules. Soon, that wont cut it. Employeesare accustomed to doing moremuch morewith their personalphone. Why, they ask, should their work device be any different?According to a 2010 survey by Forrester Research, 75 percent ofcompanies report increased worker productivity from deployingmobile applications. How? Through increased employeeresponsiveness and decision-making speed(66 percent), faster resolution of customer andinternal IT issues (48 percent) and improvedcustomer satisfaction (42 percent). Its no wonder:Extending business data and applications tomobile devices exponentially increases thevalue of these corporate assets throughreal-time access, always-on availability, fewerdelays and faster execution. Nick BrownAccelerating SalesSenior Vice President,The potential for productivity from mobile Strategy, Mobile Applications Group,applications is everywherefrom the cornerSAP ENTERPRISE MOBILITY GUIDE n 33 19. THE MOBILITY EFFECT What Benefit Has Your Firm Experienced CRM applications are well behind. Because these are ultra-horizontalas a Result of Deploying Mobile Applications?suited to smartphones andapplicationsused by all employeesthey are tablets, making CRM a convenient most effective at slashing delays and administra- Increased worker productivity 75% starting point for independent tive costs when adopted throughout a company. Increased employee responsiveness and65%software vendors (ISVs) and decision-making speed Resolved customer issues faster in-house IT projects. The CRM48% data structure is organized and The potential forResolved internal IT issues faster48% hierarchical enough to easily fitproductivity from Improved customer satisfaction 42%and navigate, and the workflowReduced sales cycle time16% is complex and free-formmobile applications enough to take advantage ofReduced personnel costs 16% is everywhere gesture-based touch screens. Reduced fuel, gas or fleet maintenance costs 15% Development teams using from the corner officeCompetitive differentiationfourth-generation (4GL) tools to 14% access back-end data systemsto the service fleetIncreased sales revenues 14% have robust prebuilt user and across allImproved brand perception10% interface (UI) elements in theReduced inventory costs 6% latest smartphone softwarevertical industries. development kits. That makes0% 10%20% 30%40% 50% 60%70%80% it simple to bind a data table to Base: 2,247 network and telecom decision-makers a UI table on the Apple iPhone,They require frameworks that can connect to a Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010 with the native scroll, bounce and wide variety of systemsprocurement, expense selection interactions built in. management, timekeeping, human resources and Getting Things Done: Companies are enjoying a wide range of benefits from the use of mobileemployee benefits. applications. Increased productivity leads the list. All the top CRM vendors have delivered packaged mobile CRMThese simpler, lightweight applications are office to the service fleet and across all verticalEmployees need real-time clients to application stores also used for vertical processes: work-order tasks, industries. Its also larger than ever. With so many access to customer informationparticularly the Apple App Store.data capture, spare-parts ordering, inspection employees bringing their smartphones and tablets sometimes at a moments notice.Those client applicationscheck-offs. Particularly in the public sector and to work, companies are no longer bounded by theirLikewise, customers demand can then be customized and utilities industries, the conversion to paperless investments in company-owned, single-purpose orresponsiveness, faster cycle integrated with the vendors mobile workflows has a high return on investment ruggedized devices. Instead, companies can deployexecution and high-quality respective back-end systems. (ROI) from reduced administrative expense, horizontal applications, which touch many more ofmanagement of support and increased data accuracy and reduced cycle time. their employees. issue resolution. The clear benefits Reducing Administrationto deal-making and retention Mobile clients for workflow andCompanies using a single mobile client for multipleMobile customer relationship management (CRM) processes have jumped mobile business process executionworkflows and processes benefit from support for is the leading application entranta perfect CRM adoption ahead of all otherauthorizations and request multiple devices and operating systems (OSes), code convergence of the demands and benefits of mobility. applications, barring email. managementfollow closereusability, security frameworks, messaging and34 n SYBASE 2011ENTERPRISE MOBILITY GUIDE n 35 20. THE MOBILITY EFFECTThe ability to querybusiness intelligence a reality. The coming boomreal-time data off-premises The benefits are huge. The in tablets will beability to query real-time dataor even during meetings off-premise or even duringdominated bymeetings will change howwill change how mobile OSes suchexecutives interact with dataexecutives interact to make corporate decisions. as iOS and Android.with data toReaching Your Customersmake corporate decisions. Mobile applications enable n When should you buy off-the-shelf applicationsbanks, retailers and enterprises from ISVs rather than building your own?to interact with customers inn How do you securely manage andsegmentnew and exciting ways. Withinpersonal from enterprise information on users synchronization that are more efficient than nChoosing smartphones over the financial services industry, devices? developing multiple custom applications or ancustom devicesconsumers use their mobile n What types of enterprise mobile applications ad hoc set of browser-based processes. nUsing mobile applicationphones to check bank balancesshould you deploy first?platform tools that do the basicand pay credit card bills. Retailers Modernizing Field Servicework of synchronization,send mobile coupons with Making the build vs. buy decision. Enterprises Mobile field service applications traditionallydevelopment and devicediscount offers that generateshould first mobilize simple business processes refresh every four to five years. In the upgrade cycle managementadditional sales. Even governmentthat will not generate significant revenue, expected between 2011 and 2013, conditions will be nEmbedding new services such agencies use mobile applications according to Chris Hazelton, research director different from the last cycle: as location and presenceto keep citizens aware offor mobile and wireless at The 451 Group. Thesepublic safety announcements. include basic company dashboards, visualization n Two mobile OS platforms (Apple iOS and Making Faster Because most people owntools, job schedulers or expense management Google Android) that barely existed in 2007 will and Better Decisionsand use mobile phones, tools. The maturity of these off-the-shelf account for 39 percent of the market in 2011.Real-time, secure access to mobile applications are aapplications means they connect easily to back-end n The three leading business-oriented OS platforms operational intelligence data was highly effective communication data sources. in 2007 (Symbian, RIM BlackBerry and Microsoft previously impossible to deliver, channel for engaging with Windows Mobile) had code-breaks in 2010, due to device interface limitations customers. Hazelton recommends that enterprises spend meaning that applications written for the old OS as well as network and middlewareto build custom mobile applications that give the version will not run on the new OS and hardware. constraints. The applications are Setting Your Goals business a competitive advantage or are critical n Todays field service tablets run primarily on complex and require significant Just because youre ready to to revenue generation. Executive or sales ported desktop OSes, namely Windows. The development work for data deploy more business applications that offer new ways of doing business coming boom in tablets will be dominated bymanagement and visualization. productivity applications to or reaching customers are good examples. mobile OSes such as iOS and Android. your workers smartphonesBut the latest generation doesnt mean it will be easy toSecurity is still on you. In addition to knowing Companies can leverage these developments in of devices, cloud services anddo. You need to resolve some what data to mobilize, having a plan to keep that their next field service refresh by: middleware has made mobileissues first, including: data safe is equally important. You need a sandbox36 n SYBASE 2011ENTERPRISE MOBILITY GUIDE n 37 21. THE MOBILITY EFFECT that will segregate enterprise and personal data. increasing the mobility of its even boost overall usage, The uses and This approach quarantines and encrypts corporatesales data by just 10 percent, a says Yankee Group analystbenefits of data on the mobile device. To access corporate data typical Fortune 1000 company Sheryl Kingston, meaning more and applications, users must type in a password.could increase net income by salespeople using the toolsenterprise mobility $5.4 million and improve its more often.differ from one Personal data, such as pictures, videos and return on invested capital by nonbusiness applications, reside outside the1.4 percent, according to a 2010 To go beyond CRM,worker to the next. sandboxno password required. Employees can study by the University of Texas enterprises should pay access personal data without a password. This at Austin. close attention to who is two-tier approach is a best practice for enterprises already using mobile devices,mobilize critical business applications, such going forward. Not only does mobile customer where and for what purpose.as CRM, enterprise resource planning and relationship data make it possible The uses and benefits of business processes. Options exist for those Prioritizing your mobilization wish list. After for the sales force to spend moreenterprise mobility differ who need a custom solution or a composite email, information management and calendaring,time in the field, but they canfrom one worker to the next. application that blends data input from multiple enterprises need to decide where to expendclose more business and createback-end sources. their mobilization efforts next. Sharing customer a better service experience for Consumer application information in real time has significant value. Bycustomers. Mobilizing CRM canstores can also be a goodWith so many potential applications andsource of inspiration. Poll your good options for how to build them, indecision Safe Bets for a Mobilization Effortemployees to find out whichcan be your worst enemy. Act now to analyzebusiness-focused applicationsmobile trends in your enterprise and then move Job functionApplication Business benefitstheyve adopted. Productivityquickly toward obvious targets. n ManagementKey performance indicator On-the-spot decision makingapplications are common; dashboard facilitates downstream productivityemployees want to read and ManagementBusiness workflowsFaster approvals speed the pace of modify data in Microsoft As senior vice president of strategy for mobility in the business; better use of executive timeWord, Excel and PowerPoint mobile applications group, Nick Brown is responsible Sales CRM More responsive customer service;and in Adobe Acrobat. Most for driving strategic market development projects more time in the field; higher salesof these applications are nottogether with the mobile business unit and Service and support Service order/dispatchFaster problem resolution;rich or secure enough, but supporting SAP teams. less paper wastethey can help you decide Human resources Business workflowsRapid request approvals;where to spend your time Brown joined SAP in 2007 as vice president of CRM higher employee satisfactionand resources. alliances, driving the development of strategic Manufacturing Inventory managementSupply chain optimization; partnerships with systems integrators to accelerate reduced overstockPlenty of Optionsmarket adoption of SAP CRM. As vice president of Manufacturing GPS locator Faster warehousing processes The marketplace for mobile mobility, he led business development and was a key RetailInventory managementImproved customer service; applications is getting richer driver of the overall partner strategy for SAP Mobility. higher sales every day. Software vendorsA key success for Brown was the establishment RetailPoint of sale Place customer orders anywhere are responding to demandsof the first three co-innovation partnerships with on the sales floor for prebuilt solutions thatResearch In Motion, Sybase and Syclo.38 n SYBASE 2011ENTERPRISE MOBILITY GUIDE n 39 22. THE MOBILITY EFFECT Threes a CrowdLow-Cost EnablersThe Aberdeen Group hasidentified several mobilityenablers that produce a personal device preferences can leverage their MEAP to modernize their policy and improve morale. Multiple applications, operating systems and back-end data sources all best-in-class strategy at a lowerSupport in-house capacity for mobile push mobile administration and management tasks into the red zone. total cost of ownership (TCO)application development and customization.per mobile employee. These MEAP solutions support standard programmingenablers are features of a tools, making it easy to write custom extensions I talk to a lot of CIOs about mobility. And the Greg Jenko MEAP platform. for mobile applications. thing that unifies them is this: a feeling that Partner, mobility is being done to them inside their Global Lead forSupport more than one mobile Centrally manage all mobile devices through enterprise, rather than with them.Mobile Systems device type and mobile over-the-air device access. Integration, operating system.IT can provision and update employee devicesApps are being created and uploaded to app storesAccentureMEAP solutions are deviceas well as deploy mobile applications to without their consent, while business units are hiring agnostic and capable ofappropriate users from a single console developers without ITs input. Not to mention theplatform for developing,supporting a range of device without needing to touch the devices. many devices that employees are openly bringing in,deploying and managing apps platforms. Thus, organizations violating half a dozen IT policies every time. In short: inside an enterprise. Such athat have been prevented Remotely lock mobile devices and remotely wipe a management nightmare of a magnitude not seen platform can insulate enterprises from supporting employees data from devices. since the rise of the Internet in the late 1990s.from the administrative overloadcaused by diverse environments, Which of the Following, Would You Say, Best Describes No wonder many CIOs wish they could yell,while enabling them to adapt Your Organizations Current Stage of Mobility? Stop! Let me get in front of this thing withtheir mobile infrastructure toHave not yet deployed any some tech standards, a governance model andmeet the changing needs ofmobile applications standardized tools. their business. Currently pilot testing one or moremobile applications While the first two are still up to the CIO, on Gartner has a Rule of Three: Any Have mobilized one application only the latter point there is relief. There are tools that organization that supports either Have mobilized two applications manage devices and catalog the applications in three mobile applications, three use in the enterprise, such as Accentures Mobilemobile operating systems (OS) or Have mobilized three applications Application Device Management (MADM). Foris integrating at least three Have mobilized more than many enterprises, these tools can go a long wayback-end data sources should three applications toward driving out complexity and saving timedeploy a MEAP. Gartner predicts0% 5% 10% 15% 20% 25%30%35% and money. that by the end of 2012, 95 percent Source: IDC, Mobile Enterprise Software Survey, 2009: N=309of organizations will choose a For enterprises starting to develop their ownMEAP or packaged mobile mobile applications, tools such as Mobile Enterprise application as their primaryApplications for All: Thirty percent of organizations worldwide had already deployed four or Application Platforms (MEAPs) provide a unifiedmobile development platform.more mobile applications while an additional 13 percent had deployed three.40 n SYBASE 2011ENTERPRISE MOBILITY GUIDE n 41 23. THE MOBILITY EFFECT By making it easy to lock and wipe data on More with Less Addressing Mobile Complexity any device, a MEAP instantly neutralizes the One objection I hear from biggest risks of mobilizing enterprise datamany CIOs is that they are without additional cost or labor.already running too muchmiddleware. Cant their existing Mobile EnterpriseAT&T 3G 3:03 PMservice-oriented architectureWorkflows Messages (1)Whats the Point? Application Platform SAP Workflow4:00 PM SAP Workflow> SAP Workflow7:01 PM(SOA) tools take on mobile SAP Workflow>(MEAP) SAP Alert 7:06 PM SAP Alert >A platform isnt always necessary. If you devices, too? Typically, no.Databasessupport only one application on a singleCRM Mobile Sales+ +X XXdevice with a small number of users, a pointRather, deploying a MEAP canAnalytics: PipeLine Jan 09mobilize your entire workforce Feb 09product can be an inexpensive and easy Mar09 Packaged 100 200 300 400500solution. The problem is assuming youllas needed, thus delivering new Volume ($) x 1.000,000 TargetExpectedDifferenceWeb applicationsnever need to change or expand the waybusiness value through increasedservices View DataMenuthe solution is used. Few organizations productivity, without exposingcan or want to commit to such a limited the organization to risk of failureCustommobile strategy.or incremental support costs. applications Why? Customizing point solutions is In short, a platform approachSoftwaredifficult and costly. Worse, each additionallets you do more with less:applicationspoint solution you adopt exponentiallySource: 2010 SAP AG. All rights reserved.increases the management, development nSpeed deploymenttimesand integration costs. Whats missing is thenStandardize across differentPlatform Architecture: The MEAP provides orchestration between back-end data sources,middleware: an isolated software layer that devices applications and mobile devices of every stripe.facilitates communication between multiplenLeverage development toolsapplications on the back end with multipleyou already know andnAllocate IT resources to data source or application you wish tooperating systems on the front end. expertise you already havehigh-value initiatives suchmobilize and for each new business workflownWrite once, run on multiple as new application you include. Savvy enterprises are lookingIn other words, a MEAP. With a platform devices through a unified development and business closely at the horizon to gauge theirapproach, your mobile infrastructure scales data layerprocesses rather thanlonger-term mobility strategy andeasily with your mobile business needs. nSecure different devicesmobile infrastructureplanning accordingly. nApplications, devices, databases and user and applications with one nFuture-proof current ITgroups can be added or changed with approachinvestments againstGreg Jenko oversees Accentures mobile systemsminimal effort. nCentrally manage mobile unforeseeable changesintegration practice, working with clients fromdevices, data and applications early strategy and business case developmentIn short, not every organization needs to gonEnhance existing business The business case for MEAP through design, development, deployment andthe platform route. Just the ones that are taking platforms by making themgrows stronger with everyoperation of mobile solutions. He has more thanenterprise mobility seriously.accessible to users anywhere, device platform you decide two decades of technology strategy and systemsat any time to support, for each back-endintegration experience.42 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 43 24. THE MOBILITY EFFECTYoung workers and their strong affinity forgo-anywhere technology are changing the shape of the enterprise right before our eyes.IntroducingGeneration MIts easy to think of enterprise mobility as two parts business andone part buzz. After all, smartphones and tablets are todays itconsumer gadgets; chasing them too hard smacks of whimsy andthreatens the viability of your long-term strategy. Right?Wrong. In the big picture, devices have nothing to do with it.Desktop computers have already been declared obsolete in threeyears time by Googles John Herlihy, vice president of online salesand operations, as reported in 2010 by Siliconrepublic. Its just onelogical step forward to see that whats really indanger is a strict coupling between hardwaredevices and data access. Even the explicit conceptof mobile computing will soon be obsolete, assmartphone users add cars, televisions and publicterminals to the list of devices they can safelyuse to interact with their cloud-based dataand applications.What will matter is the immediacy of data. Ian ThainUsers will expect access to their critical business Senior Technical Evangelist,applications and data whenever and wherever Sybase, an SAP Company ENTERPRISE MOBILITY GUIDE n 45 25. THE MOBILITY EFFECT they need them. And they will expect no sacrificeInternet and mobile phones as easier to manage. But the Bring-your-own-device in usabilityno matter the form factor. How they much for granted as they take rise of cloud computing andpolicies can access data will have no importance whatsoever.electricity and running water.desktop virtualization meansmore applications run on a empower employees Until we reach that point, IT will need to IT needs to cater to theseserver. Combine that with to be more change its attitude toward technologies that heightened expectations. Its more sophisticated endpoint heretofore have been below its notice. Workers a way to remain attractive to management solutions, whichcreative, efficient are finding business use for social Web applications younger workers in todays jobease the burden of supporting that have been banned in some companies formarket, but its also an impor- a diverse computing ecosystem,and productive. being frivolous distractions. In the hardware realm, tant cultural shift that everyand the need for identical gray laptops are rapidly losing favor.organization will eventuallydesktop boxes goes away.need to make. Doing it sooner,rather than later, gives you aCompanies such as CARFAX No one wants to go tohead start on competitors and and Kraft Foods, with its 97,000 todays device-hungry workforce. An interest-free work for a company ifplenty of time to work out anyemployees, have already takenloan for new computers is a simple way to start.kinks in your mobile strategy.this course. Organizations thatSome organizations offer to pay the carrier bill theyre handed an old, are innovating in this areafor a smartphone. At up to $1,000 a year, this canAs a senior executive at oneunderstand that bring-your-be an even better deal for the employee than a gray x86 desktop. new laptop every three years.U.S.-based manufacturing firm own-device policies canputs it: We need to attractempower employees to bethe right kind of talent. Nomore creative, efficient and Next-Generation IT Gen Y Leads the Wayone wants to go to work for a productive. Gadget lust is Is an Anywhere Generation Take the youngest members of the workforce company if theyre handed anno longer confined to theRegardless of how it arrives, theres no denying as well as college-age users. This Millennialold, gray x86 desktop. We needgeeky. Workers, especially that a wide assortment of hardware and software generation communicates at a relentless pace,to be more flexible, as were younger ones, identify closely is finding its way onto the desks of end users. moving effortlessly from one computing device to seeing people coming outwith technology brands.ITs efforts to stem the flow are futile at best another. For them, the best computing device isof college who want iPhoneThe opportunity to use their and counterproductive at worst. A truly next- the one thats most convenient.devices, laptops, etc. preferred technology while generation IT strategy will abandon traditionalat work boosts morale andideas about desktop requisition and applications, When asked, however, Millennials strongly prefer A Bring-Your-Own Policy offers familiarity that canturning ITs attention to anywhere, all-the-time a smartphone to a laptop. Fifty-one percent of Can Reap Rewardsincrease productivity. data delivery. n 18- to 24-year-olds surveyed by Accenture said theyOne easy way to make this would prefer to use a mobile handset; only 22 percenttransition is to embrace theA bring-your-own approachAs senior technical evangelist, Ian Thain covers the prefer a PC. Among those 45 and older, only 27 percent idea of letting employees can also save on capital latest mobile developments. For the last few years, prefer a mobile device.choose their own hardware. IT expenditures. You dont even Thain has focused on enterprise mobile applicationsonce prized homogeneous necessarily have to roll out a with Sybase PocketBuilder as well as Sybase WorkSpace. Unlike baby boomers, who are simply happy if hardware because it made desk-four-figure reimbursement to He is now evangelizing the Sybase Unwired Platform. technology works, Millennials grew up taking the top PCs and their applicationsachieve parityespecially with Read more at Thains blog at Sybase.com.46 n SYBASE 2011 ENTERPRISE MOBILITY GUIDEn 47 26. THE MOBILITY EFFECTDiscover five ways that tabletswill be differentand even betterthan smartphones.Mobility:The Second WaveTablet computers are by no means new: Scientists have beentinkering with them for more than half a century, while commercialversions have been available for more than two decades. Companiesboth large and small have been unable to make this form factor asuccess. Blame the technologystylus-based data entry, dearth oftablet-enabled applications and slow hardwareas well as the scantawareness of the possibilities of mobile computing. Even the rebirthof tablets several years ago as Mobile Internet Devices (MIDs) wasntembraced, due to slow connectivity and few applications. Today, with the wide adoption of smartphonesin both the workplace and general life, the worldhas welcomedand, in fact, demandsmobileconnectivity and computing. The return of thetablet PC as a device using a true mobile operatingsystem (iOS, Android, webOS and so on) will catalyzethe second wave of growth in enterprise mobility.This adoption is already occurring, as usersPhilippe Winthropdiscover the merits of a tablet over the smartphone Managing Director,as a productivity tool. Here are five reasons why. The Enterprise Mobility Foundation ENTERPRISE MOBILITY GUIDEn 49 27. THE MOBILITY EFFECT Tablets are the most effective mobile form Tablets improve employee non-extreme environments, The tablets larger factor. Tabletsby designstrike the balance efficiency and customertouch-based tablets are large size and precision between the usability of a laptop and thesatisfaction in new ways.enough that fingers become a portability of a smartphone. While mobileLaptops and smartphones have sort of organic stylus. Seemingly mean that workers operating systems continue to improve, their started to mobilize industries trivial at face value, this capability enables tablets to offer an will be more willing power will always remain partly untapped onsuch as healthcare and hospitality, a 3- to 4-inch screen. The additional real estateas well as verticals where field attractive middle ground between to create content on provided by a 7- to 10-inch tablet screen ensureswork is common.touch-based smartphones and that applications run well, workers are productivestylus-based devices.their mobile devices. and computer bag straps never snap.But tablets bring unprecedentedpower, ease and style. With aTablets make the mobile Internettablet, a physician can look upbidirectional. Smartphones tablet will increase the business velocity of theWith a tablet,patient medical records whilehave certainly been revolutionary, mobilized workplace.a physician can look up making rounds, improving but they still by and large providequality of care. In a hotel, tablet- only a means to consumeTablets, mobile Internet devices, slates, slabs:patient medical records wielding concierges can register information from the Internet. Whatever we call them, this generation of tabletguests for events or dinnerThe tablets larger size and computers has finally been accepted as a crediblewhile making rounds,reservations, increasing precision mean that workersand viable solution for the mobile applicationimproving quality revenues and guest (customer)will be more willing to create paradigm in the enterprise. This acceptance,satisfaction. Field servicecontent on their mobile devices. combined with virtually ubiquitous wirelessof care.technicians can see their next Emails will go from being shortwide area network (WAN) and local area networkappointments and pull up responses to more substantive(LAN) coverage and the recognition that mobiletechnical documents whilecorrespondence with attached enterprise applications can provide an increasing Tablets will finally bring to life the dream ofperforming a repair, minimizingdocuments created on the value to employees and organizations, suggests mobile unified communications. Unified commu-the number of visits requiredtablet. Individuals will alsothat tablets will drive forthcoming trends in nications (UC) is another technology that hasto complete a service ticket. In be more adept at enteringenterprise mobile computing. n been around for some time but has only recentlyall of these cases, operationalinformation into a corporate made market inroads. Small tablets will be ableefficiency increases, as doesapplicationsuch as a customer After spending almost 15 years in various market to integrate into a desk phone and provide a customer satisfaction. relationship managementresearch roles, Philippe Winthrop is now the vibrant virtual keypad when docked. When(CRM) application, enterprisefounder and managing director of The Enterprise fully mobile, the tablet (with its high-definition Tablets remove the need forresource planning (ERP) system Mobility Foundation, the organization behind screen) will allow mobile telepresence through the stylus. Todays smartphone or human resources (HR)-oriented The Enterprise Mobility Forum. The forum its built-in webcam. UC is about more than touch screen excels in manytime-and-expense applicationis the fastest growing social network and videoconferencing; its about collaboration. areas, but precision data entryusing a tablet. Making it easy content portal exclusively dedicated to As software and networks catch up to tablets,is not one of them. Filling outfor employees to move data toenterprise mobility. Winthrop is a frequent well soon be able to talk to colleagues while intricate forms remains easier and from their tablet is some- commentator and speaker on enterprise editing the same documentsomethingwith a stylus, especially in dusty,thing the smartphone lacks.mobility strategy, management and applications impractical on smaller smartphones.dirty environments. But in This added dimension of afor the mobile enterprise.50 n SYBASE 2011 ENTERPRISE MOBILITY GUIDEn 51 28. THE MOBILITY EFFECT Targets for your mobile application investments areeverywhere. By knowing whats possible you can narrow your sights and maximize business value.Planning forthe FutureOnce you understand the tremendous potential of a mobileenterprise, deciding to empower your employees with technologyis easy. The difficulty is in creating a road map that maximizesthe Return on Investment (ROI) of your IT dollars. After youvenabbed all the low-hanging fruit, such as email and calendars,the path forward can start to get complicated.Fortunately, the biggest efficiency opportunities are universal.All companies have sales, service, supply chain and otherdivisions that could be mobilized. These use casescenarios can help you visualize the best ways tomobilize your organization.SalesYour sales team is likely the biggest beneficiary ofyour mobilization efforts. You want your team tobe in front of the customer, on-site and prepared.Arming your salespeople with real-time information Tony Kuehfrom your Enterprise Resource Planning (ERP), Senior Director ofCustomer Relationship Management (CRM), supplyProduct Management,chain and inventory systems from a mobile deviceSybase, an SAP CompanyENTERPRISE MOBILITY GUIDEn 53 29. THE MOBILITY EFFECT Automating delivery ofdata analysis for ongoingThe mobile trouble tickets and service ordersprocess improvements.application helps to a mobile device streamlines processes For example, at beet harvest Amica perform time, Belgium sugar producer and eliminates waste.235 additional Tiense Suikkerraffinaderij needs to closely coordinate the operationsappraisals per year will provide better customer service, a trusted problems faster and serve of many suppliers and trans- relationship and higher margins through bettermore clients per day, creatingportation providers to prevent and increase decision making.potentially higher sales revenueshipping delays and product loss.same-day inspections for the company in the process. The company replaced a tedious While CRM is likely the place to start, it isntand complex paper-based systemby 265 percent. the only application that sales teams can use.Amica Insurance created anwith a tablet-based mobile Salespeople are often enthusiastic users of socialapplication that lets adjusters solution that coordinates data media tools, such as Twitter, Facebook and LinkedIn,send and receive data in the fieldabout transportation, cranes, For example, a chemical production company with which they use to engage customers. In the near rather than compile data afterweighing, field readiness, crop 20-plus facilities spread across thousands of miles future, sales teams will leverage tools with uniquely theyve returned to the office. The ownership and the labor force.will employ engineers, scientists, geologists and mobile capabilities, such as on-device camerasmobile application helps AmicaThe solution has shortened thebusinesspeople in many locations. With no local for augmented reality applications or GPS for perform 235 additional appraisals total processing time for a beetHuman Resources (HR) presence to work with, these enhanced geospatial sensitivity.per year and increase same-dayfield by several days.remote users need self-service capabilities for inspections by 265 percent. The personnel records, benefits forms, performance Service and Support projected ROI of this mobilizationHuman Resources management processes and resignations and trans- A mobile service fleet is an obvious place to improve project is only six months. Workflow applications are fers. A self-service HR portal with mobile accessibility the quality of mobile support tools and is often thevery useful in human resource could slash administration time and improve job place where organizations begin their mobilizationSupply Chaindepartments, where approval satisfaction for many high-value employees. or digitization investment. Automating delivery ofEvery organization has a chainbottlenecks often impede trouble tickets and service orders to a mobile device of partners. Working with these processes and paperwork.Management streamlines processes and eliminates waste. But partners involves complex Allowing employees to fillTo be effective, a manager must understand the newer ideas to mobilize the service workforce focus interactions, including orderingout and submit time sheets, pulse of the organizationand that requires metrics. more directly on driving higher revenue.parts, negotiating contracts, vacation requests and expense A dashboard view of key performance indicators helps approving discounts, obtain-reimbursements from their managers make optimal on-the-spot decisions and For example, imagine cable service technicians in ing status reports and more. Amobile devices speeds the provide leadership when away from the office. the field who can offer promotion packages during typical workflow could comprise process; letting managers Likewise, they can provide better advice if they can service calls based on the customers interests. If multiple interactions by differentprovide approvals the samecall up pertinent datamargins or order history, technicians can create an order and provision the departments across all partners way frees them to use their for instanceduring a consultation. service on the spot, customers get the personal in the chain. Mobilizing thesetime more effectively. In some touch and immediate satisfaction. Mobile fieldprocess flows can not only make cases, the faster pace can In one case, a Polish baby food company, Alima- service applications also help technicians resolvethem faster, it enables real-time measurably lower costs. Gerber, implemented a mobile solution to54 n SYBASE 2011ENTERPRISE MOBILITY GUIDE n 55 30. THE MOBILITY EFFECT Managers can processed. Since floor supervisorsMobile point-of-sale analyzecant be everywhere at once,applicationsa mobile dashboard of sensor historical datareadings would make it possible untether clerks fromfor them to detect problem instantly and the central register,conditions immediately and react quickly to react quickly before production freeing them tois affected. the changing market. provide betterRetailcustomer service.Mobile point-of-sale applications provide a critical feedback loop for salespeople and untether clerks from the central their managers. Both regional and executiveregister, freeing them to provide Dominion Enterprises, a managers can use the mobile application to better customer service. From 5,800-employee marketing measure very precisely the market potential as the floor, a clerk can tap into the services firm, uses smartphones well as the effectiveness of sales and marketing inventory management system,to help its network and systems efforts, based on real-time updates from sales call up images of out-of-stockadministrators keep tabs on the representatives in the field. Managers can analyze items or perform transactions infrastructure that supportswith very low ongoing costs. Let your imagination historical data instantly and react quickly to the directly from the handheld device.the companys 24x7 Web site be your guide as you consider the many powerful changing market. and Web services. But simpleopportunities of mobile enterprise applications. n Tablets, too, are joining themonitoring is just the first step: Manufacturingfray: Wells Fargo employees are Technicians can run jobs and When plant managers have mobile access todemonstrating financial service manipulate those systems. For As senior director in product management, Tony Kueh the spare parts database, they can determine offerings to potential custom-instance, database engineersheads the overall product strategy, planning and immediately whether the broken valve on theers on Apple iPad tablets, andwill remotely run a job toexecution of the next-generation Sybase mobility production line is in stock. As an added measure,Mercedes-Benz salespeople are rebuild indexes, improvingproducts, including the Sybase Unwired Platform, RFID tags on the spare parts allow plant managerscalling up financing options foroverall IT responsiveness.Afaria Management & Security Server, Sybase who have a GPS-enabled smartphone to not onlycustomers from iPad devices Mobile Solutions for SAP and other products that verify availability but also determine exactly where while roaming the show floor. An Investment inenable enterprises to operate efficiently in a truly (closet, shelf and bin) theyll find the part they the Futuremobilized environment. need. Such applications return the production line Information TechnologyOnce youve begun mobilizing to service as fast as possible.Even IT can benefit from greaterthe enterprise, youll find Prior to joining Sybase, Kueh held various managementmobile efficiency. Giving systems additional ways to leverage yourpositions at Palm, Qualcomm and Microsoft. Mobile monitoring of wireless sensor data is and database administrators the initial investment everywhere.Throughout his career, Kueh has been deeply involved another excellent way to improve efficiency on the ability to monitor performanceAwell-designed mobile framework in various aspects of mobile computing, including shop floor. For example, food manufacturers employ on the systems and services theyis easy to extend and modify, mak-mobile server products, mobile OS platforms, mobile sensor technology to track the pressure, temperature are accountable for can helping it possible to improve on yourhardware devices and various mobile services. Catch or rate of flow for edible materials as they are them be more productive.initial ROI by orders of magnitude, Kueh at the Enterprise Mobility blog at Sybase.com.56 n SYBASE 2011ENTERPRISE MOBILITY GUIDEn 57 31. MOBILE ECOSYSTEM @ WORK The mobile marketplaceis an ecosystem. Choose partnersthat embrace collaboration.CooperationBreeds SuccessYou wouldnt buy a computer if no applications were availableto run on it. In the mobile world, this same principle applies, but ona much broader and more integrated scale. All mobile solutions arethoroughly interconnected, involving multiple platforms, operatingsystems, applications, network topologies and data stores.As an example, different devices meet different needs andhave a unique set of operating requirements that are specific tothat device and what it is accessing. Whetherthe end users device is an Apple iPad or iPhone, Google Android, Research in Motion (RIM) BlackBerryor PlayBook or something else can add significant complexity and dependencies to completing any mobile transaction. The process of connecting a device to a back-end systemwhether itsAmazon.com or an enterprise portalhas lotsof variables and staggering amounts of detail.Successful deployment of mobile solutions Dan Ortegarequires a comprehensive understanding of Senior Director ofthese competing and overlapping technologies Product Marketing, Sybase,and process flows. an SAP Company ENTERPRISE MOBILITY GUIDE n 59 32. MOBILE ECOSYSTEM @ WORKMature solutions to ensure their technologies workn U nderstand what impactNo enterprise of anyproviders already know as expected once in production. mobility can have on your size should tolerate Such pre-integration testingbusiness, in both the shortthat the inherentreduces the burden on enterpriseterm and the long term providers that IT departments, allowing them to n arshal the resources to Mheterogeneity of mobilewant to instigate a focus on deployment.execute the mobilization plantechnology requiresregardless of scale turf war over itsHaving integrated solutions n ork with your own partner Wcooperation. also means the ecosystem canecosystem mobile project. leverage the joint strength of n lign with other solutions A partners. Providers that providers to catalyze around The issue, of course, is that enterprises havecollaborate can quickly introduce your needshelp you succeed. Not just any provider can deliver a businesses to run and value to deliver to their