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How Mobile Apps
and Tablets
Will Transform

Your Business
This Year

by Sybase | an SAP Company

Enterprise Mobility Guide 2011

Sybase, an SAP Company

Sybase, One Sybase Drive,Dublin, CA 94568-7902, U.S.A.



Mobile applications have entered the enterprise.

Let the transformation begin.
n John S. Chen, CEO, Sybase, an SAP Company
Enterprise Mobility Guide 2011

Published by Sybase, an SAP Company

Sybase, One Sybase Drive, Dublin, CA 94568-7902, U.S.A.

To order copies of the Enterprise Mobility Guide 2011, go to sybase.com/mobilityguide

Copyright © 2011 Sybase, an SAP Company. All rights reserved.

Sybase and the Sybase logo are trademarks of Sybase, Inc., or its subsidiaries. ® indicates
registration in the United States of America. SAP and the SAP logo are the trademarks
or registered trademarks of SAP AG in Germany and in several other countries. All other
trademarks are the property of their respective owners.
and Unafraid
Library of Congress Cataloging-in-Publication Data It can’t be denied: Enterprise mobility is truly taking off. Powerful smartphones
Sybase, an SAP Company are becoming omnipresent, while even-more-powerful tablets such as the
Enterprise 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 Motion
edited by Hanna Hurley, Eric Lai and Lori Piquet Cleary. (RIM) PlayBook are set to make major inroads this year. Bandwidth is everywhere—
p. cm. and getting faster.
ISBN 978-0-9832020-1-1
1.  Enterprise mobility.  2.  Mobile security.  3.  Mobile management.  4.  Mobile enterprise This combination of devices and bandwidth creates the foundation for
applications. mobile business applications to follow their consumer brethren—and bloom.
An increase in the availability of mobile business applications will solve a great
Library of Congress Class and Year: TK5103.2 .H84 2011 problem businesses face today: the cost and expertise needed to build custom
Library of Congress Control Number: 2010942354 mobile applications.

Printed in the United States of America Although 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 deployments
a 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. n



Mobile applications have entered the
enterprise. Let the transformation begin.
Multiple applications, operating systems and back-end data sources push
mobile administration and management tasks into the red zone.


Young workers and their strong affinity for go-anywhere technology are
changing the shape of the enterprise right before our eyes.

Companies that embrace the mobile future will be rewarded on the bottom line.
Discover five ways that tablets will be different—and even better—than


Mobility is destined to be part of the enterprise as research points toward a
bright future for smartphones and tablets. Are you prepared to manage them? 52 PLANNING FOR THE FUTURE
Targets for your mobile application investments are everywhere. By knowing
n EUGENE SIGNORINI, VICE PRESIDENT OF ANYWHERE ENTERPRISE, YANKEE GROUP what’s possible you can narrow your sights and maximize business value.

An aggressive embrace of tablets is transforming how SAP Runs SAP.


Mobile apps are taking on hard work in the enterprise. Watch for more—
The mobile marketplace is an ecosystem. Choose partners that embrace

Employees are no longer contained within an office’s four walls. Hello chaos.
For application providers, executing the right features
with a simple, effective user experience is key.



From CRM to authorizations to business intelligence, mobile applications help n  NKUR MATHUR, MOBILE PRACTICE LEAD, UK, ACCENTURE
organizations better support on-the-go workforces and engage more effectively with n  WE MAY, CO-FOUNDER AND MANAGING DIRECTOR, MAIHIRO



With tablets taking off, executives agree that change is the one constant
in the device marketplace.
For organizations in highly regulated industries,
the juxtaposition of security mandates and
mobile devices jangles nerves.
Kindred Healthcare improves opera-


Security concerns and platform complexity are driving enterprises of every
size to consider an outsourced approach to mobile device management.
tional efficiencies and revenue management with
more accurate billing and better reporting.




Faster, easier direct-to-store delivery
helps Tasty Baking savor more profits.

n S


Need mobility now? Cloud services are a fast, low-cost path to mobilizing


IT shakes a costs-center heritage by
Companies opt for managed services to decrease up-front investment and
maintenance costs. MobiDM morphs SaaS into MaaS.
mixing technology and business in the mobile

U.S. Air Force keeps troops combat ready
by improving supply-chain and logistics processes.
Market research highlights mobile activity in
2010 and trends to watch in 2011.

Smartphones and tablets are becoming
more prevalent in the enterprise. Don’t let them

be a security hazard.



Companies that embrace

the mobile future will be rewarded
on the bottom line.

The Mobile
After two years of hunkering down in cost-cutting mode,
global IT is being jolted awake by the golden glow from millions of
mobile device screens wielded by an eager, impatient workforce.

With their big, bright displays, intuitive interfaces and high-speed

Internet connections, smartphones, tablets and other portable
devices put a wealth of services and information at users’ fingertips.
Not surprisingly, these users want the same convenience and data
accessibility they enjoy at home and everywhere
else to work for them in the office as well.

“Work” is the right word for what these devices

can do. Of organizations that allow employees
to use personal mobile devices for business, 65
percent report greater productivity, according to
a recent study by IDG. Such improvements in
productivity are quickly driving down the total
cost of ownership (TCO) for mobile initiatives. Dr. Raj Nathan
Executive Vice President,
As a result, mobilizing the enterprise is an Chief Marketing Officer,
imperative for businesses in 2011. Regardless of Sybase, an SAP Company



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 good
news? Usage of company 10%
Data Efficiency Pays data assets can improve
If the median Fortune 1000 business increased dramatically, as can the
the usability of its data by just 10 percent, it company’s 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 relationship
5 to 19
with 36,000 employees and sales of $388,000 management (CRM) is a 44%
per employee could increase sales per employee no-brainer; arming a sales 20 or more
by nearly $56,000—a 14.4 percent increase. force with a mobile version
of its most valuable tool and
Base: *Sample size of 226 companies with revenues upward of $100 million surveyed across
Such top-line improvements don’t come solely providing a direct link to the United States and United Kingdom
from investments such as mobilizing corporate better customer service and Source: Kelton Research, January 2011
email. Enterprises must be willing to dedicate higher productivity doesn’t *Of those who expressed an interest to implement mobile applications in the next 12 months

significant resources to a broad enterprise even warrant debate.

Apps Take Off: According to respondents, two-thirds (65 percent) said they will deploy five or
By 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 support
None Forward-looking organizations strategy. These drivers include:
are considering mobile
1 to 4 initiatives that leverage data n Fast return on investment (ROI)
assets, increase employee n Increased employee productivity
5 to 19 productivity and improve the n Desire to interact directly with the
bottom line. Target end-users customer
20 or more include executive and middle n 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 Kingdom sales, operations, marketing workers 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 or It isn’t just a case of fascination have boosted employee collaboration and
more mobile platforms or operating systems. with the latest technology. productivity, real-time access to critical business



information and employee satisfaction. They’ve Today, enhanced productivity End-User Driven Forward-looking
also reduced costs and the time to make decisions fueled by mobile applications is Much of the U.S. workforce organizations
while improving customer satisfaction. enjoyed by managers, sales reps, already uses personal mobile
customer service agents, devices for business. According are considering
Fast Action, Improved ROI field service technicians, to Forrester Research:
mobile initiatives
As task workers and information workers adopt retail associates, warehouse
mobile device technology in a massive wave, managers and many more. n 57 percent use their device to that 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 key monitoring applications alone n 48 percent use it to check
data assets,
one is higher employee productivity. will reach $1.9 billion by 2014, work email. increase employee
predicts Juniper Research. n 42 percent use it to search
Users cannot be effective in their roles if the Internet or an intranet for productivity
they must wait until they’ve returned to their The common thread? work-related information.
and improve the
Immediate data input. Fast
response will result in more These uses are just the tip of bottom line.
Regardless of service level agreements the iceberg, but they illustrate
industry or size, (SLAs) met, more customers how mobile computing is so
satisfied and more product vital that information workers
a mobile enterprise moved without waste. will pursue it even in the The Arrival of SuperPhones
absence of corporate support. If you think keeping powerful mobile devices
is a fertile field for
Contributing factors to such as the Apple iPhone and Motorola Droid
business innovation, the high ROI of enterprise When ungoverned, mobile users out of the enterprise is a losing battle now, brace
mobility include: can expose the organization yourself. It’s only going to get harder, mobility
competitive growth to risk and threaten existing experts warn. By the end of 2010, manufacturers
and profitability. n Increased customer and application investments. But introduced more than 60 new smartphones
business partner satisfaction when governed appropriately, based on Google’s Android operating system
n Reduced sales cycles workplace use of consumer- alone, as well as a number of new smartphones
desks—or even their laptops—before they can make n Streamlined workflow with oriented smartphones and designed 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, n Increased productivity and get more done and heighten Meanwhile, 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 systems
n Reduced operational costs that turn your smartphone into a credit card to
The ability to respond to requests in real time n Improved 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 companies Clearly, companies can expect to find more
costs. And the benefits extend to every industry everyone in the enterprise with that 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 report



higher employee satisfaction. Conversely, mobile phones and social media. As task workers and information workers
organizations that don’t permit enterprise use Organizations that ignore adopt 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 professionals—often “You’re going to have a
referred to as “Millennials”—have grown up on negative backlash and end will continue to accelerate.
up becoming a company that
people don’t want to work for,”
Fast Action Rewarded notes Zeus Kerravala, a senior
You may feel you’re not ready to embrace vice president and mobility the device owners are eagerly But you don’t have to formalize such a policy to
enterprise mobility. You can always take it up expert at Yankee Group. onboard. All it takes is for begin leveraging the potential of your smartphone
later, but be aware of the risks of waiting: Eventually, organizations that executive and IT leadership to installed base. The fact that you don’t own the
can’t or won’t accommodate define the path forward to take devices should not prevent you from thinking of
Increased IT disorganization. Mobile users will these users’ needs will miss advantage of the vast business them 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 today’s
could pose a threat later to the application fall even further behind more mobile zeitgeist, the faster you will see the
investments you’ve already made and cause deep mobile-savvy competitors. One cost-effective way to results—significant results—on the bottom line.
disorganization in your enterprise data. With no jump on the mobile band­
automated encryption of business-related data, The good news: Companies wagon is to adopt a “bring your Changing with the Times
these devices pose a security risk should they be that want to aggressively make own” policy. Organizations can Smartphones and tablets are quickly becoming
lost or stolen. use of employees’ personal mobile encourage personal device use the information worker’s most valuable tools.
devices to enrich business in the office and perhaps offer a While no one is predicting they will replace
Waning employee satisfaction. Your workforce efficiency and profitability are technology 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 Ubiquity This strategy allows companies business. Businesses that embrace that fact will
touch. Once the damage is done, such reputa- Breeds Opportunity to support employee mobility be 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. n
to embrace mobile technology tab. Even letting workers
Stagnating IT skills. The longer you wait to to positively differentiate them- expense business-related
develop mobile versions of your corporate selves exists today, in large part, voice and data fees is a start. As executive vice president and the company’s chief
applications, the more you will need to pay later because of the near-ubiquitous Ultimately, employees who marketing officer, Dr. Raj Nathan is responsible
to hire skilled mobile professionals. Meanwhile, presence of mobile devices purchase 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 in visionary technologies that meet the direct needs
are there to be leveraged, and capital expenditures. of customers and partners.


Managed Mobility Incorporates  Multiple

Elements of Managed Mobility

Myth Buster Customer


Productivity to
ic a
p pli

Mobility is destined to be part of the enterprise as research points ings

t sav
toward a bright future for smartphones and tablets. Are you prepared e cos
Production ed
to manage them? Im

Mobile device management is morphing Eugene 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
and—with the rise of hosted options such as Yankee Group
managed mobility—much easier and less expensive Telecom expense Connectivity Mobile device Security Application
to deploy. To learn more, we sat down with Eugene management management management management management

Signorini, a longtime mobile industry analyst with Source: Yankee Group, 2010 Enterprise Mobility IT Decision-Maker Survey, December 2010 (N=205)

Yankee Group. personally liable devices adds

diversity and complexity. It Mobility Multitasking: An integrated solution that addresses all the disparate elements of
Sybase: How does the trend of “bring your own” will require a specific set of managed mobility can deliver significant strategic business value.
or individually liable devices affect how management tools to assist
corporations select mobile device management in device provisioning and capability 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 remotely visibility into actual device usage will all become
personally acquired and individually liable devices wipe data from a device that must-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 device device management platform that However, as mission-critical Sybase: How popular will managed mobility be
to work. IT leaders aren’t blind to this reality. offers a broad range of capabilities? applications are developed in 2011?
Already, the decisions are largely in the hands and deployed on smartphones
of users themselves. Yankee Group: For most and 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 secure required from a mobile device enterprises during the next three years. This is due
accustomed to a top-down, centrally controlled sensitive data on devices. management platform. The to a number of converging trends driving a more
model. Moving to a model that incorporates These companies need the ability to rapidly provision and strategic approach to mobility among enterprises



What Percentage of Smartphone Users Within Your Organization mobility should enterprises The 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 mobility managed mobility
encompasses several components—
from telecom expense management
puzzle is
Corporate-sponsored subscriptions 14%
and connectivity management, mobile device
to mobile device management,
security management and management.
Individually liable 58%
application management.
0% 10% 20% 30% 40% 50% 60% Ultimately, there will be
Average percentage significant 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 integrated
solution 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 determining
the managed mobility puzzle is whether 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 percent enhancements 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 expectation landscape. 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 or will be almost 10 million wireless use a smartphone for work by smartphone initiatives as well. Even those businesses
allow working outside of the office. broadband modems in the United the end of 2011. The same survey that handle much of their existing support in-house
States by the end of this year, in shows that IT leaders believe that may discover that mobility adds too great a degree
A second key factor is evolving IT and business addition to new connected devices tablet deployments, although of complexity, and they may want to consider a
leader attitudes toward mobility initiatives, now such as tablets. Mobile broadband small today, will double in two managed service, at least as a starting point. n
that organizations are realizing the productivity such as 4G adds complexity years. 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 amounts reality within enterprises. This is Eugene Signorini is a vice president of
of sensitive data. Enterprises forcing businesses to think more Yankee Group’s Anywhere Enterprise research
Employee preferences will play a key role, recognize the need for a more strategically about managing all group, with expertise in enterprise mobility.
too. Now that 31 percent of employees have holistic mobile management of these devices. Signorini has more than 16 years of wireless
smartphones—less than half of which are paid strategy to cope with the added industry experience, and prior to Yankee Group he
for by the employees’ companies—IT managers complexity of managing connected Sybase: 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 WorldCom’s
extract more value from these powerful mobile that 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.



An aggressive embrace
of tablets is transforming
how SAP Runs SAP.

The Device
Unwiring the enterprise can pay huge dividends for workers
and the corporate bottom line. I’ve seen firsthand proof of that.
Since joining SAP as global CIO in late 2009, I have made mobile
adoption 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 rolled
out more than 2,500 iPad tablets to our employees, making SAP one
of the fastest corporate adopters in the world. Why? Because we
confirmed early on that the iPad was a fantastic
tool, not a toy.

Our executives and salespeople get real-time

access to corporate data on their iPads via their
SAP BusinessObjects BI dashboards. Others are
using their iPads as virtual private network
(VPN)-enabled clients to our server applications.

Still other employees are using their iPads for Oliver Bussmann
email or social media. In my case, I am a big fan of Global CIO,
Twitter. I find the iPad the best way to use Twitter SAP



Employees bring in Smartphones’ Arrival in the Workplace

their own expectations.
Lifestyle becomes
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 my
curb. So have our customers. 21% company’s approved/supported list
At telecom equipment maker and my company purchased, 22%
Tellabs, for example, shipment 22% It is a device I selected and purchased from
approvals on SAP software can my company’s approved/supported list, 21%
be dispatched on an iPad in about It is a device I selected and purchased that
a third of the time it takes on a my company hasn’t 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 Arrival
of the Digital Natives The unsupported: Almost one-quarter of information workers are already bringing a personal
Drinking Our Own Champagne But many other businesses mobile 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 professionals—also of the global workforce, according to a 2009
headfirst into mobility because we want to be a Research found that security known as “digital natives”— report from IDC. A very large percentage of these
role model for innovation for SAP’s 43,000 global fears had caused 75 percent are entering the workforce workers will be avid smartphone or tablet users.
customers. Not only do we want to take the lead of enterprises to delay rolling as fully indoctrinated mobile
and “drink our own champagne,” but we also want out 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 corporate
caused 54 percent of businesses a smartphone or similar device data 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. Lifestyle want 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. Beginning keep up. n
BlackBerry shop even as we roll out iPhones and Many other technologies that immediately, attracting young
iPads, Android devices such as the Samsung Galaxy grew from the bottom up, talent requires a mobile-savvy
Tab and new Research In Motion (RIM) devices such including PCs and PalmPilot enterprise. 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 in
restrained hostility. But what at The worldwide mobile IT management at companies including
It’s not just SAP that has experienced firsthand first seemed threatening quickly worker population will reach Allianz Group, Deutsche Bank and IBM. Follow
the productivity improvements that throw laptops became a business essential. 1.2 billion in 2013—35 percent him on Twitter @sapcio.



Mobile business apps are

taking on hard work in the enterprise.
Watch for more—and soon.

An App Market
Also Rises
There’s no doubt that enterprises are adopting mobility. For
instance, businesses will buy about 10 million tablets in 2011, according
to Deloitte. Meanwhile, a much larger but untold number of personally
owned smartphones and tablets will be brought to work by employees.

But what then, ask skeptics, who argue that a scarcity of serious
mobile business apps means that even as companies find
themselves awash in smartphones and tablets, the devices remain
less of a tool and more of a trinket.

While that argument may have once held

water, it’s no longer true. “Wireless apps aren’t
just about slingshotting birds or drinking virtual
beers anymore,” noted The Wall Street Journal in
October 2010. “Mainstream business tasks from
sales and marketing to customer service and
consumer research are quickly making their way
from desktops to smartphones.” Sean Kae
Executive Vice President for
The Journal cited companies such as insurer Mobile Communications,
Aflac Inc., which offers a dozen different smartphone Samsung SDS Co.



The supply of
mobile devices Facebook + Business = Innovation
If you think Facebook and business don’t mix, you may be in for a surprise. In a 2009 IDG
in 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 a
critical 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 and applications 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 On-the-spot information networking: During meetings, employees can tag a
It’s a cycle familiar to question to find a subject matter expert and immediately involve that person in the
apps to its 70,000 sales employees for accessing anyone who remembers conversation.
customer, claims or policy information on the how the shift from custom n Better downtime utilization: By coupling the device’s GPS to the company’s customer
road, and Life Technologies Corp., a biotechnology enterprise 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 early customers to visit while in between scheduled appointments.
executives with Apple iPad tablets and an app 1990s caused that market n More collaboration and customer interaction: Facebook and wikis improve idea
enabling them to visually mine and analyze sales to 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 mobile n Collecting competitive intelligence: Sales and marketing staff can use device cameras
Still think these mobile adopters are the exception, business app market shifts to snap pictures of billboards, magazines and other advertisements, which can be
not the rule? According to a Kelton Research study from 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 these Organizations 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 drop—fast. 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 on market for mobile enterprise apps stay put will one day look up and realize they
business apps? For sure, it’s 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. But That also makes these apps opportunity to catch up. n
another huge factor is that the supply of mobile much more affordable to a The moral? Companies that
devices in enterprises has hit a critical mass. broader swath of companies, have put off deploying mobile Sean Kae is head of the Mobile Communications
taking the market into a high apps, despite their business (MC) division at Samsung SDS. He is responsible for
That means companies that had been forced to growth stage. Frost & Sullivan benefits, will soon have no SDS’ unified communications, mobile services and
build their own mobile apps and extensions at a high predicts that the North American excuse. Those who continue to embedded software development businesses.



Realities of a Highly Historically, IT managed Now,

different components via IT organizations
point products. Now, IT

Mobile Workforce
organizations are choosing are choosing
a platform approach.
a platform
A unified mobile management approach.
Employees are no longer contained within an office’s four walls. platform provides all the
Hello chaos. technology, processes and
procedures to provision devices,
track hardware inventory and
When it comes to managing smartphones Cliff Cibelli software licensing, and manage n Antivirus and firewall protection
or tablets, forget everything you know about Group Manager, application and data access. n Remote device kill and data deletion for lost or
managing PCs. That’s because the majority of Enterprise Mobility, It also allows enterprises to stolen devices
PCs are accessible to IT around the clock. Need Verizon embrace mobile device trends
to install a service pack on a new desktop? No without compromising security. Control Costs with
sweat—for IT, it’s usually just a short elevator And it does so using a centralized Self-Service Management
ride away. management console with a Baloise 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 the and updates of mobile devices for employees.
a carrier’s dead zone. It’s much more challenging manageability concerns. The following tasks remotely:
to maintain data integrity on remote devices. “consumerization of IT” and As a result, 90 percent of iPhone users require no
its freedom of choice have n Distribution of software and IT support at all. In addition, the number of calls to
It’s also more challenging to reconfigure them compounded the problem with updates the help desk dropped by more than 50 percent.
when standards change, to administer software the push to allow employee- n Distribution of information
patches and to simply keep track of them. IT liable devices to access the and content “Our employees appreciate that the mobile
must physically collect devices and upgrade corporate infrastructure. n Tracking of assets, hardware management platform is very easy to use and
them one by one. The cost of IT resources and and software inventory extremely reliable,” says Marc Baier, Baloise Insurance’s
shipping and the loss of field worker productivity Platform proliferation has n Management of operating director of collaboration and workplace services.
adds up. Unless your company is very small, you’ll created another complication: system and software patches “We’ve been able to dramatically reduce our IT support
need to find a better way—and a mobile device coordinating a myriad of n Tracking of software license costs while greatly enhancing user satisfaction.”
management solution can offer the answer. services and applications. compliance
Management knew it had to n Configuration updates Alternate Paths
Freedom of Choice strike a new balance between n Remote backup and to Mobile Management
For years, organizations tried to control costs by what users wanted and what restoration of data Until recently, companies seeking mobile
standardizing on a few devices. Those controls IT could efficiently support. n Over-the-air data encryption management solutions had only one option:



server-based software. While Managed

Seven Rules for Effective that gives companies a lot of mobility software
Mobile Management control, it can be difficult for
some companies to set up, as a service
Follow these seven ground rules to ensure that complicated to manage and
is a simpler,
device management headaches won’t get the costly to start.
better of your IT organization: more efficient and
Enter the cloud. Managed
n Identify all mobile devices on the network: mobility software as a service cost-effective
Audit your email server and other systems to is a simpler, more efficient and option for many
make sure there are no unauthorized devices. cost-effective option for many
n Know which back-office systems that employees companies and can shorten the companies.
will want to access: Many workers can suffice implementation cycle as well. It
with just email access, while salespeople will also democratizes sophisticated
need sales applications and executives will need mobile device management outsourcing other IT support
dashboards and purchasing approval. the same way salesforce.com services, such as IT help desk and
n Formalize user types and set policies: Create made powerful customer laptop 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 smartphone
n Get ready to take action: Add a filter to startups. initiatives as well.”
control access to your back-end systems and
block access to devices that don’t have a Moreover, the best managed Whatever path you pick, the
management client installed. mobility services, such as destination—a real, unified of product management and development for
n Add password and encryption policies plus Verizon’s Managed Mobility, offer mobile management platform— Verizon. Cibelli’s portfolio includes Managed
remote wipe: Consider this the bare minimum the same powerful features of will allow you and your Mobility, a life-cycle wireless expense and device
for mobile security: password enforcement, their software brethren. These organization to change your management service; Mobile Services Enablement
on-device data encryption, remote wipe for lost include device management mind-set: viewing smartphone Platform, for developing and deploying enterprise-
devices and inventory management to identify and security, logistics, telecom innovation 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 help
n Consider separating personal data from business application development and the organization against on-the-go workers quickly and securely access
data: As an added security measure, store management—while taking mobile management inflation their corporate networks.
enterprise data in one area of the device and all of the complexity out of may be the best thing you
encrypt and password protect only that area. users’ hands can do in 2011 for the future Prior to January 2006, Cibelli served as the senior
n Enable users to be self-sufficient: Keep the of your business. n product manager of managed network services
burden on IT low by letting users download a As Yankee Group analyst for MCI. Before that, he was the director for
management client application that will keep Eugene Signorini writes in A 30-year communications global solutions bid management. Cibelli has
their devices in compliance. “Mobility Myth Buster” (page 16), industry veteran, Cliff Cibelli also held strategic planning and technical
“For enterprises that are already currently is a group manager consulting and training positions.



From CRM to authorizations to business intelligence, mobile

applications help organizations better support on-the-go
workforces and engage more effectively with customers.

Mobile Apps
Add Muscle
Today’s enterprise workers mostly use their work smartphones
to send emails and check schedules. Soon, that won’t cut it. Employees
are accustomed to doing more—much more—with their personal
phone. Why, they ask, should their work device be any different?

According to a 2010 survey by Forrester Research, 75 percent of

companies report “increased worker productivity” from deploying
mobile applications. How? Through increased employee
responsiveness and decision-making speed
(66 percent), faster resolution of customer and
internal IT issues (48 percent) and improved
customer satisfaction (42 percent). It’s no wonder:
Extending business data and applications to
mobile devices exponentially increases the
value of these corporate assets through
real-time access, always-on availability, fewer
delays and faster execution.
Nick Brown
Accelerating Sales Senior Vice President,
The potential for productivity from mobile Strategy, Mobile Applications Group,
applications is everywhere—from the corner SAP



What Benefit Has Your Firm Experienced CRM applications are well behind. Because these are “ultra-horizontal”
as a Result of Deploying Mobile Applications? suited to smartphones and applications—used by all employees—they 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 and 65% software vendors (ISVs) and
decision-making speed
Resolved customer issues faster in-house IT projects. The CRM
data structure is organized and The potential for
Resolved internal IT issues faster 48%
hierarchical enough to easily fit productivity from
Improved customer satisfaction 42% and navigate, and the workflow
Reduced sales cycle time 16%
is complex and free-form mobile applications
enough to take advantage of
Reduced personnel costs 16% is everywhere—
gesture-based touch screens.
Reduced fuel, gas or fleet
maintenance costs
15% Development teams using from the corner office
Competitive differentiation fourth-generation (4GL) tools to
access back-end data systems to the service fleet
Increased sales revenues 14%
have robust prebuilt user and across all
Improved brand perception 10% interface (UI) elements in the
Reduced inventory costs 6% latest smartphone software vertical industries.
development kits. That makes
0% 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 systems—procurement, 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 mobile employee benefits.
applications. Increased productivity leads the list. All the top CRM vendors have
delivered packaged mobile CRM These simpler, “lightweight” applications are
office to the service fleet and across all vertical Employees need real-time clients to application stores— also used for vertical processes: work-order tasks,
industries. It’s also larger than ever. With so many access to customer information— particularly the Apple App Store. data capture, spare-parts ordering, inspection
employees bringing their smartphones and tablets sometimes at a moment’s notice. Those client applications check-offs. Particularly in the public sector and
to work, companies are no longer bounded by their Likewise, customers demand can then be customized and utilities industries, the conversion to paperless
investments in company-owned, single-purpose or responsiveness, faster cycle integrated with the vendors’ mobile workflows has a high return on investment
ruggedized devices. Instead, companies can deploy execution and high-quality respective back-end systems. (ROI) from reduced administrative expense,
horizontal applications, which touch many more of management of support and increased data accuracy and reduced cycle time.
their employees. issue resolution. The clear benefits Reducing Administration
to deal-making and retention Mobile clients for workflow and Companies using a single mobile client for multiple
Mobile customer relationship management (CRM) processes have jumped mobile business process execution— workflows and processes benefit from support for
is the leading application entrant—a perfect CRM adoption ahead of all other authorizations and request multiple devices and operating systems (OSes), code
convergence of the demands and benefits of mobility. applications, barring email. management—follow close reusability, security frameworks, messaging and



The ability to query business intelligence a reality. The coming boom

real-time data off-premises The benefits are huge. The in tablets will be
ability to query real-time data
or even during meetings off-premise or even during dominated by
meetings will change how
will change how mobile OSes such
executives interact with data
executives interact to make corporate decisions. as iOS and Android.
with data to Reaching Your Customers
make corporate decisions. Mobile applications enable n When should you buy off-the-shelf applications
banks, retailers and enterprises from ISVs rather than building your own?
to interact with customers in n How do you securely manage and segment
new and exciting ways. Within personal from enterprise information on users’
synchronization that are more efficient than n Choosing smartphones over the financial services industry, devices?
developing multiple custom applications or an custom devices consumers use their mobile n What types of enterprise mobile applications
ad hoc set of browser-based processes. n Using mobile application phones to check bank balances should you deploy first?
platform tools that do the basic and pay credit card bills. Retailers
Modernizing Field Service work of synchronization, send mobile coupons with Making the build vs. buy decision. Enterprises
Mobile field service applications traditionally development and device discount offers that generate should first mobilize simple business processes
refresh every four to five years. In the upgrade cycle management additional sales. Even government that will not generate significant revenue,
expected between 2011 and 2013, conditions will be n Embedding new services such agencies use mobile applications according to Chris Hazelton, research director
different from the last cycle: as location and presence to keep citizens aware of for mobile and wireless at The 451 Group. These
public safety announcements. include basic company dashboards, visualization
n Two mobile OS platforms (Apple iOS and Making Faster Because most people own tools, job schedulers or expense management
Google Android) that barely existed in 2007 will and Better Decisions and 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 a applications 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 middleware to 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 Today’s field service tablets run primarily on complex and require significant Just because you’re 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 by management and visualization. productivity applications to or reaching customers are good examples.
mobile OSes such as iOS and Android. your workers’ smartphones
But the latest generation doesn’t mean it will be easy to Security is still on you. In addition to knowing
Companies can leverage these developments in of devices, cloud services and do. You need to resolve some what data to mobilize, having a plan to keep that
their next field service refresh by: middleware has made mobile issues first, including: data safe is equally important. You need a sandbox



that will segregate enterprise and personal data. increasing the mobility of its even boost overall usage, The uses and
This approach quarantines and encrypts corporate sales data by just 10 percent, a says Yankee Group analyst benefits 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 tools enterprise 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 the 1.4 percent, according to a 2010 To go beyond CRM, worker to the next.
sandbox—no 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 more enterprise mobility differ who need a custom solution or a composite
email, information management and calendaring, time in the field, but they can from one worker to the next. application that blends data input from multiple
enterprises need to decide where to expend close more business and create back-end sources.
their mobilization efforts next. Sharing customer a better service experience for Consumer application
information in real time has significant value. By customers. Mobilizing CRM can stores can also be a good With so many potential applications and
source of inspiration. Poll your good options for how to build them, indecision
Safe Bets for a Mobilization Effort employees to find out which can be your worst enemy. Act now to analyze
business-focused applications mobile trends in your enterprise and then move
Job function Application Business benefits
they’ve adopted. Productivity quickly toward obvious targets. n
Management Key performance indicator On-the-spot decision making applications are common;
dashboard facilitates downstream productivity
employees want to read and
Management Business workflows Faster approvals speed the pace of modify data in Microsoft As senior vice president of strategy for mobility in the
business; better use of executive time
Word, 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 sales
of these applications are not together with the mobile business unit and
Service and support Service order/dispatch Faster problem resolution;
rich or secure enough, but supporting SAP teams.
less paper waste
they can help you decide
Human resources Business workflows Rapid request approvals;
where to spend your time Brown joined SAP in 2007 as vice president of CRM
higher employee satisfaction
and resources. alliances, driving the development of strategic
Manufacturing Inventory management Supply chain optimization;
partnerships with systems integrators to accelerate
reduced overstock
Plenty of Options market 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
Retail Inventory management Improved customer service; applications is getting richer driver of the overall partner strategy for SAP Mobility.
higher sales every day. Software vendors A key success for Brown was the establishment
Retail Point of sale Place customer orders anywhere are responding to demands of the first three co-innovation partnerships with
on the sales floor for prebuilt solutions that Research In Motion, Sybase and Syclo.



Three’s a Crowd Low-Cost Enablers

The Aberdeen Group has
identified several mobility
enablers 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 lower Support 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 programming
enablers 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 for Support 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 devices
Apps are being created and uploaded to app stores Accenture MEAP solutions are device as well as deploy mobile applications to
without their consent, while business units are hiring agnostic and capable of appropriate users from a single console
developers without IT’s input. Not to mention the platform 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 a that 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 overload
caused 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 Organization’s Current Stage of Mobility?
“Stop! Let me get in front of this thing with their mobile infrastructure to
Have not yet deployed any
some tech standards, a governance model and meet the changing needs of mobile applications
standardized tools.” their business. Currently pilot testing one or more
mobile 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 Accenture’s Mobile mobile operating systems (OS) or Have mobilized three applications
Application Device Management (MADM). For is integrating at least three Have mobilized more than
many enterprises, these tools can go a long way back-end data sources should three applications
toward driving out complexity and saving time deploy a MEAP. Gartner predicts 0% 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=309
of organizations will choose a
For enterprises starting to develop their own MEAP or packaged mobile
mobile applications, tools such as Mobile Enterprise application as their primary Applications for All: Thirty percent of organizations worldwide had already deployed four or
Application Platforms (MEAPs) provide a unified mobile development platform. more mobile applications while an additional 13 percent had deployed three.



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 data many CIOs is that they are
without additional cost or labor. already running too much
middleware. Can’t their existing
Mobile Enterprise AT&T 3G 3:03 PM

service-oriented architecture
Workflows Messages (1)

What’s the Point? Application Platform

SAP Workflow 4:00 PM
SAP Workflow >
SAP Workflow 7:01 PM

(SOA) tools take on mobile

SAP Workflow >

SAP Alert 7:06 PM
SAP Alert

A platform isn’t always necessary. If you devices, too? Typically, no. Databases
support only one application on a single CRM Mobile Sales + +X X X

device with a small number of users, a point Rather, deploying a MEAP can
Analytics: PipeLine

Jan 09

mobilize your entire workforce

Feb 09

product can be an inexpensive and easy Mar09

100 200 300 400 500

solution. The problem is assuming you’ll as needed, thus delivering new

Volume ($) x 1.000,000

— Target Expected Difference

Web applications
never need to change or expand the way business value through increased services
View Data Menu

the solution is used. Few organizations productivity, without exposing

can or want to commit to such a limited the organization to risk of failure
mobile strategy. or incremental support costs. applications

Why? Customizing point solutions is In short, a platform approach Software

difficult and costly. Worse, each additional lets you do more with less: applications
point solution you adopt exponentially
Source: ©2010 SAP AG. All rights reserved.
increases the management, development n Speed deployment times
and integration costs. What’s missing is the n Standardize across different Platform 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 multiple n Leverage development tools
applications on the back end with multiple you already know and n Allocate IT resources to data source or application you wish to
operating systems on the front end. expertise you already have high-value initiatives such mobilize and for each new business workflow
n Write once, run on multiple as new application you include. Savvy enterprises are looking
In other words, a MEAP. With a platform devices through a unified development and business closely at the horizon to gauge their
approach, your mobile infrastructure scales data layer processes rather than longer-term mobility strategy and
easily with your mobile business needs. n Secure different devices mobile infrastructure planning accordingly. n
Applications, devices, databases and user and applications with one n Future-proof current IT
groups can be added or changed with approach investments against Greg Jenko oversees Accenture’s mobile systems
minimal effort. n Centrally manage mobile unforeseeable changes integration practice, working with clients from
devices, data and applications early strategy and business case development
In short, not every organization needs to go n Enhance existing business The business case for MEAP through design, development, deployment and
the platform route. Just the ones that are taking platforms by making them grows stronger with every operation of mobile solutions. He has more than
enterprise mobility seriously. accessible to users anywhere, device platform you decide two decades of technology strategy and systems
at any time to support, for each back-end integration experience.



Young workers and their strong affinity for

go-anywhere technology are changing the
shape of the enterprise right before our eyes.

Generation M
It’s easy to think of enterprise mobility as two parts business and
one part buzz. After all, smartphones and tablets are today’s “it”
consumer gadgets; chasing them too hard smacks of whimsy and
threatens 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 three
years’ time by Google’s John Herlihy, vice president of online sales
and operations, as reported in 2010 by Siliconrepublic. It’s just one
logical step forward to see that what’s really in
danger is a strict coupling between hardware
devices and data access. Even the explicit concept
of mobile computing will soon be obsolete, as
smartphone users add cars, televisions and public
terminals to the list of devices they can safely
use to interact with their cloud-based data
and applications.

What will matter is the immediacy of data. Ian Thain

Users will expect access to their critical business Senior Technical Evangelist,
applications and data whenever and wherever Sybase, an SAP Company



they need them. And they will expect no sacrifice Internet and mobile phones as easier to manage. But the Bring-your-own-device
in usability—no matter the form factor. How they much for granted as they take rise of cloud computing and policies can
access data will have no importance whatsoever. electricity and running water. desktop virtualization means
more applications run on a empower employees
Until we reach that point, IT will need to IT needs to cater to these server. Combine that with
to be more
change its attitude toward technologies that heightened expectations. It’s more sophisticated endpoint
heretofore have been below its notice. Workers a way to remain attractive to management solutions, which creative, efficient
are finding business use for social Web applications younger workers in today’s job ease the burden of supporting
that have been banned in some companies for market, but it’s also an impor- a diverse computing ecosystem, and productive.
being frivolous distractions. In the hardware realm, tant cultural shift that every and the need for identical gray
laptops are rapidly losing favor. organization will eventually desktop boxes goes away.
need to make. Doing it sooner,
rather than later, gives you a Companies such as CARFAX
No one wants to go to head start on competitors and and Kraft Foods, with its 97,000 today’s device-hungry workforce. An interest-free
work for a company if plenty of time to work out any employees, have already taken loan for new computers is a simple way to start.
kinks in your mobile strategy. this course. Organizations that Some organizations offer to pay the carrier bill
they’re handed an old, are innovating in this area for a smartphone. At up to $1,000 a year, this can
As a senior executive at one understand 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 can
puts it: “We need to attract empower employees to be
the right kind of talent. No more creative, efficient and Next-Generation IT
Gen Y Leads the Way one wants to go to work for a productive. Gadget lust is Is an Anywhere Generation
Take the youngest members of the workforce company if they’re handed an no longer confined to the Regardless of how it arrives, there’s no denying
as well as college-age users. This “Millennial” old, gray x86 desktop. We need geeky. Workers, especially that a wide assortment of hardware and software
generation communicates at a relentless pace, to be more flexible, as we’re younger ones, identify closely is finding its way onto the desks of end users.
moving effortlessly from one computing device to seeing people coming out with technology brands. IT’s efforts to stem the flow are futile at best
another. For them, the “best” computing device is of college who want iPhone The opportunity to use their and counterproductive at worst. A truly next-
the one that’s most convenient. devices, laptops, etc.” preferred technology while generation IT strategy will abandon traditional
at work boosts morale and ideas about desktop requisition and applications,
When asked, however, Millennials strongly prefer A “Bring-Your-Own” Policy offers familiarity that can turning IT’s attention to anywhere, all-the-time
a smartphone to a laptop. Fifty-one percent of Can Reap Rewards increase productivity. data delivery. n
18- to 24-year-olds surveyed by Accenture said they One easy way to make this
would prefer to use a mobile handset; only 22 percent transition is to embrace the A bring-your-own approach As 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 don’t even Thain has focused on enterprise mobile applications
once 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 applications achieve parity—especially with Read more at Thain’s blog at Sybase.com.



Discover five ways that tablets

will be different—and even better—
than smartphones.

The Second Wave
Tablet computers are by no means new: Scientists have been
tinkering with them for more than half a century, while commercial
versions have been available for more than two decades. Companies
both large and small have been unable to make this form factor a
success. Blame the technology—stylus-based data entry, dearth of
tablet-enabled applications and slow hardware—as well as the scant
awareness of the possibilities of mobile computing. Even the rebirth
of tablets several years ago as Mobile Internet Devices (MIDs) wasn’t
embraced, due to slow connectivity and few applications.

Today, with the wide adoption of smartphones

in both the workplace and general life, the world
has welcomed—and, in fact, demands—mobile
connectivity and computing. The return of the
tablet PC as a device using a true mobile operating
system (iOS, Android, webOS and so on) will catalyze
the second wave of growth in enterprise mobility.

This adoption is already occurring, as users Philippe Winthrop

discover the merits of a tablet over the smartphone Managing Director,
as a productivity tool. Here are five reasons why. The Enterprise Mobility Foundation



Tablets are the most effective mobile form Tablets improve employee non-extreme environments, The tablet’s larger
factor. Tablets—by design—strike the balance efficiency and customer touch-based tablets are large size and precision
between the usability of a laptop and the satisfaction in new ways. enough that fingers become a
portability of a smartphone. While mobile Laptops 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 on such as healthcare and hospitality,
a 3- to 4-inch screen. The additional real estate as well as verticals where field attractive middle ground between to create content on
provided by a 7- to 10-inch tablet screen ensures work is common. touch-based smartphones and
that applications run well, workers are productive stylus-based devices. their mobile devices.
and computer bag straps never snap. But tablets bring unprecedented
power, ease and style. With a Tablets make the mobile Internet
tablet, a physician can look up bidirectional. Smartphones tablet will increase the business velocity of the
With a tablet, patient medical records while have certainly been revolutionary, mobilized workplace.
a physician can look up making rounds, improving but they still by and large provide
quality of care. In a hotel, tablet- only a means to consume Tablets, mobile Internet devices, slates, slabs:
patient medical records wielding concierges can register information from the Internet. Whatever we call them, this generation of tablet
guests for events or dinner The tablet’s larger size and computers has finally been accepted as a credible
while making rounds,
reservations, increasing precision mean that workers and viable solution for the mobile application
improving quality revenues and guest (customer) will be more willing to create paradigm in the enterprise. This acceptance,
satisfaction. Field service content on their mobile devices. combined with virtually ubiquitous wireless
of care. technicians can see their next Emails will go from being short wide area network (WAN) and local area network
appointments and pull up responses to more substantive (LAN) coverage and the recognition that mobile
technical documents while correspondence with attached enterprise applications can provide an increasing
Tablets will finally bring to life the dream of performing a repair, minimizing documents created on the value to employees and organizations, suggests
mobile unified communications. Unified commu- the number of visits required tablet. Individuals will also that tablets will drive forthcoming trends in
nications (UC) is another technology that has to complete a service ticket. In be more adept at entering enterprise mobile computing. n
been around for some time but has only recently all of these cases, operational information into a corporate
made market inroads. Small tablets will be able efficiency increases, as does application—such as a customer After spending almost 15 years in various market
to integrate into a desk phone and provide a customer satisfaction. relationship management research roles, Philippe Winthrop is now the
vibrant virtual keypad when docked. When (CRM) application, enterprise founder and managing director of The Enterprise
fully mobile, the tablet (with its high-definition Tablets remove the need for resource planning (ERP) system Mobility Foundation, the organization behind
screen) will allow mobile telepresence through the stylus. Today’s 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 many time-and-expense application— is the fastest growing social network and
videoconferencing; it’s about collaboration. areas, but precision data entry using a tablet. Making it easy content portal exclusively dedicated to
As software and networks catch up to tablets, is not one of them. Filling out for employees to move data to enterprise mobility. Winthrop is a frequent
we’ll 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 document—something with 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 a for the mobile enterprise.



Targets for your mobile application investments are

everywhere. By knowing what’s possible you can
narrow your sights and maximize business value.

Planning for
the Future
Once you understand the tremendous potential of a mobile
enterprise, deciding to empower your employees with technology
is easy. The difficulty is in creating a road map that maximizes
the Return on Investment (ROI) of your IT dollars. After you’ve
nabbed 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 other
divisions that could be mobilized. These use case
scenarios can help you visualize the best ways to
mobilize your organization.

Your sales team is likely the biggest beneficiary of
your mobilization efforts. You want your team to
be in front of the customer, on-site and prepared.
Arming your salespeople with real-time information Tony Kueh
from your Enterprise Resource Planning (ERP), Senior Director of
Customer Relationship Management (CRM), supply Product Management,
chain and inventory systems from a mobile device Sybase, an SAP Company



Automating delivery of data analysis for ongoing The mobile

trouble tickets and service orders process 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 operations appraisals per year
will provide better customer service, a trusted problems faster and serve of many suppliers and trans-
relationship and higher margins through better more clients per day, creating portation providers to prevent and increase
decision making. potentially higher sales revenue shipping 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 isn’t and complex paper-based system by 265 percent.
the only application that sales teams can use. Amica Insurance created an with a tablet-based mobile
Salespeople are often enthusiastic users of social application that lets adjusters solution that coordinates data
media tools, such as Twitter, Facebook and LinkedIn, send and receive data in the field about transportation, cranes, For example, a chemical production company with
which they use to engage customers. In the near rather than compile data after weighing, field readiness, crop 20-plus facilities spread across thousands of miles
future, sales teams will leverage tools with uniquely they’ve returned to the office. The ownership and the labor force. will employ engineers, scientists, geologists and
mobile capabilities, such as on-device cameras mobile application helps Amica The solution has shortened the businesspeople in many locations. With no local
for augmented reality applications or GPS for perform 235 additional appraisals total processing time for a beet Human Resources (HR) presence to work with, these
enhanced geospatial sensitivity. per year and increase same-day field 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 mobilization Human 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 the very useful in human resource could slash administration time and improve job
place where organizations begin their mobilization Supply Chain departments, where approval satisfaction for many high-value employees.
or digitization investment. Automating delivery of Every organization has a chain bottlenecks 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 fill To be effective, a manager must understand the
newer ideas to mobilize the service workforce focus interactions, including ordering out and submit time sheets, pulse of the organization—and 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. A mobile 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 different provide approvals the same call up pertinent data—margins or order history,
technicians can create an order and provision the departments across all partners way frees them to use their for instance—during a consultation.
service on the spot, customers get the personal in the chain. Mobilizing these time more effectively. In some
touch and immediate satisfaction. Mobile field process flows can not only make cases, the faster pace can In one case, a Polish baby food company, Alima-
service applications also help technicians resolve them faster, it enables real-time measurably lower costs. Gerber, implemented a mobile solution to



Managers can processed. Since floor supervisors Mobile point-of-sale

analyze can’t be everywhere at once, applications
a mobile dashboard of sensor
historical data readings would make it possible untether clerks from
for them to detect problem
instantly and the central register,
conditions immediately and
react quickly to react quickly before production freeing them to
is affected.
the changing market. provide better
Retail customer service.
Mobile point-of-sale applications
provide a critical feedback loop for salespeople and untether clerks from the central
their managers. Both regional and executive register, 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-stock administrators keep tabs on the
representatives in the field. Managers can analyze items or perform transactions infrastructure that supports with very low ongoing costs. Let your imagination
historical data instantly and react quickly to the directly from the handheld device. the company’s 24x7 Web site be your guide as you consider the many powerful
changing market. and Web services. But simple opportunities of mobile enterprise applications. n
Tablets, too, are joining the monitoring is just the first step:
Manufacturing fray: Wells Fargo employees are Technicians can run jobs and
When plant managers have mobile access to demonstrating 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 engineers heads the overall product strategy, planning and
immediately whether the broken valve on the ers on Apple iPad tablets, and will remotely run a job to execution of the next-generation Sybase mobility
production line is in stock. As an added measure, Mercedes-Benz salespeople are rebuild indexes, improving products, including the Sybase Unwired Platform,
RFID tags on the spare parts allow plant managers calling up financing options for overall IT responsiveness. Afaria Management & Security Server, Sybase
who have a GPS-enabled smartphone to not only customers 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 in enable enterprises to operate efficiently in a truly
(closet, shelf and bin) they’ll find the part they the Future mobilized environment.
need. Such applications return the production line Information Technology Once you’ve begun mobilizing
to service as fast as possible. Even IT can benefit from greater the enterprise, you’ll find Prior to joining Sybase, Kueh held various management
mobile efficiency. Giving systems additional ways to leverage your positions 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 performance Awell-designed mobile framework in various aspects of mobile computing, including
shop floor. For example, food manufacturers employ on the systems and services they is easy to extend and modify, mak- mobile server products, mobile OS platforms, mobile
sensor technology to track the pressure, temperature are accountable for can help ing it possible to improve on your hardware 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.



The mobile marketplace

is an ecosystem. Choose partners
that embrace collaboration.

Breeds Success
You wouldn’t buy a computer if no applications were available
to run on it. In the mobile world, this same principle applies, but on
a much broader and more integrated scale. All mobile solutions are
thoroughly interconnected, involving multiple platforms, operating
systems, applications, network topologies and data stores.

As an example, different devices meet different needs and

have a unique set of operating requirements that are specific to
that device and what it is accessing. Whether
the end user’s device is an Apple iPad or iPhone,  
Google Android, Research in Motion (RIM) BlackBerry 
or 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 system—whether it’s
Amazon.com or an enterprise portal—has lots
of variables and staggering amounts of detail.
Successful deployment of mobile solutions   Dan Ortega
requires a comprehensive understanding of Senior Director of
these competing and overlapping technologies Product Marketing, Sybase,
and process flows. an SAP Company



Mature solutions to ensure their technologies work n   nderstand what impact

U No enterprise of any
providers already know as expected once in production. mobility can have on your size should tolerate
Such pre-integration testing business, in both the short
that the inherent reduces the burden on enterprise term and the long term providers that
IT departments, allowing them to n  Marshal the resources to
heterogeneity of mobile want to instigate a
focus on deployment. execute the mobilization plan
technology requires regardless of scale turf war over its
Having integrated solutions n  Work with your own partner
cooperation. also means the ecosystem can ecosystem mobile project.
leverage the joint strength of   n  Align with other solutions
partners. Providers that   providers to catalyze around
The issue, of course, is that enterprises have collaborate can quickly introduce your needs help you succeed. Not just any provider can deliver a
businesses to run and value to deliver to their co-innovations that enrich the mobile enterprise strategy for the Fortune 100.
customers. Providing integration among multiple marketplace. The nature of your business, its
device platforms, applications and back-end data   size, its own internal ecosystem Finally, every provider must be willing to compromise 
sources is the job of an enterprise’s mobile technology Integration and co-innovation of partners and suppliers—all of   and step back when product overlap inevitably
partners. No single provider can handle every aspect   require healthy relationships with these are material to the   occurs. No enterprise of any size should tolerate
needed to fully mobilize an enterprise. Mature   other best-of-breed vendors. For   development of your mobility providers that want to instigate a turf war over its
solutions providers already know that the example, providers need experi- strategy and the selection of the mobile project. Whatever is in the best interest of
inherent heterogeneity of mobile technology ence in working with device right mobile solutions. the customer takes priority.
requires cooperation. manufacturers Apple, Google,
Motorola, RIM and Samsung—and For example, if you’re a retailer, Defeating Complexity
Ecosystem in Motion must be willing to move quickly it’s not enough just to mobilize Mobilizing an enterprise is a much larger and more
What’s at the heart of a healthy mobile ecosystem? to develop new relationships as the customer experience. You complex endeavor than deploying a few mobile  
Providers that deliver significant value share vital platform trends change. must mobilize the supply chain as applications here and there. Only technology partners  
characteristics: well. A mobilized front end can’t that actively participate in the larger mobile
Customer Focus be very effective if everything ecosystem can provide the integrated, holistic and
n   ooperation with other providers as needed to
C Truly great providers understand grinds to a halt on the supply side. strategic vision that leads to success. n
pre-integrate solutions that the best value they can Depending on the size of your  
n  Resources to scale to the needs of large customers provide is to understand exactly business, calling the shots on Dan Ortega is senior director of product marketing
n  Adherence to industry standards what each enterprise customer mobility transformation can for Sybase mobility products. Ortega brings more
n  A relentless focus on customer needs, not on needs—and deliver to meet galvanize your entire industry to than 20 years of technology marketing experience to
market dominance that need. An ecosystem partner change for the better. Sybase, having held senior-level marketing positions
should do all of the following: with a series of successful startups in the mobility
Mobile solutions have many interdependent If yours is a large enterprise and and analytics domains. He also has worked with
parts and the mobile landscape constantly changes. n   nderstand your business
U you have a very complex environ- expansion stage companies, such as Centigram
Because of this, providers must act as partners to and the unique value you create ment that involves many partners, Communications, and Fortune 500 companies,
test new solutions and make real-time adjustments for your customers you’ll need scalable resources to including Sun Microsystems and Wang Labs.



In the Apps Universe, and the end users, because they’ve

grown accustomed to the liberty
of a personal mobile device.
“In general, replacing an older,
laptop-oriented CRM solution with

Simplicity Rules
a smartphone application can sig-
Unwired Revolution: Now, more nificantly heighten users’ interest in
than ever, business management
CRM functionality, supplying real-time
and executives see the potential  
For application providers, executing the right features with a simple, for mobile applications to   information about accounts, activities,

effective user experience is key. enhance productivity, streamline   sales leads and opportunities.”
operations or even gain a —Uwe May, Co-founder and Managing Director, maihiro
competitive advantage. This,
The demand for applications is driving mobility n   rian Farrington, director,
B combined with the onslaught  
deep into the enterprise much faster than many mobile application services,   of users who want to use their  
predicted. For this reason, applications, more than Unwired Revolution personal mobile devices to   to demonstrate technology leadership is moving
anything else, tell the tale of what is and isn’t n  Alexander Ilg, founder and access email and other company them to adopt cutting-edge mobile applications
working in the mobile enterprise. We talked to managing director, msc mobile resources, has IT searching for a on the latest form factors. In general, replacing  
seven leading mobile application providers from n  Ankur Mathur, mobile practice way to enable and support these an older, laptop-oriented CRM solution with a
around the globe who shared with us their profiles lead, UK, Accenture initiatives in a secure, efficient smartphone application can significantly heighten  
for today’s most successful business applications n  Uwe May, co-founder and and cost-effective manner. users’ interest in CRM functionality, supplying  
and strategies for flourishing deployments. managing director, maihiro real-time information about accounts, activities,
n  Steffen Schwark, enterprise Swiss1mobile: We most often sales leads and opportunities. IT’s support for mobile
Our executive panel consists of: mobility lead, Bluefin see that the driver is the line is motivated by simplified, centralized management
of business—the department and security of the device ecosystem.
n  J ens Beier, co-founder and managing director, Sybase: Who is driving mobile that is under pressure to reduce
NEO Business Partners application adoption and leading  costs. The economy puts them Sybase: What mobile applications provide the
n  Stefan Christen, CEO, Swiss1mobile AG the push for enterprise   in a position to fulfill the same most productivity gains?
mobility? Executive manage- role with fewer people. Further,
“Now, more than ever, business
ment? Employees? IT? they recognize the need to have Swiss1mobile: Some of our most successful client
management and executives immediate online access to engagements are in the areas of inventory, sales
see the potential for mobile msc mobile: We can’t nail it data, which requires a method and delivery.
down to a single group; today of immediate data exchange.
applications to enhance
the whole enterprise demands Bluefin: All our customers run SAP, and the most
productivity, streamline mobile solutions. The executive maihiro: Executive management obvious productivity gains there are still in the
operations or even gain a managers, because they realize or IT usually drives the adoption   blue-collar space, such as field service, asset
that not being mobile becomes of mobile CRM [customer   management, warehouse management, logistics
competitive advantage.”
a competitive disadvantage; the relationship management]   and so on. For information workers, secure mobile
—Brian Farrington, Director, Mobile Application Services,
business, because they want to applications, which is our business. email, mobile workflow and mobile CRM remain  
Unwired Revolution
optimize their business processes;  In some organizations, the desire   on the top of the list. In addition, more organizations 



“The combination of intuitive

msc mobile: Mobile solutions software covers 100 percent of modularity when creating mobile enterprise apps
multi-touch user interfaces, make the system landscape the requirements and gets high   whenever possible. It’s very obvious from looking
widely available mobile more complex: You suddenly acceptance by end users. A full   at the consumer market that popular mobile apps
have your business data on integration with the ERP [enterprise  do one thing—and do it really well. And finally,
broadband and integrated
hundreds or thousands of resource planning] system is   deployment and support need to be carefully
sensors such as GPS, cameras devices out in the wild. If you another way to accomplish planned to keep the technical complexity away
and RFID really is reshaping try to tackle that complexity high ROI. from the users.
with silo solutions, each with
how people work.”
its own middleware and   maihiro: Our business is in Accenture: We have a user experience group that
—Steffen Schwark, Enterprise Mobility Lead, Bluefin
technology stack, you get a CRM, so our clients achieve   works with the applications. This group schedules  
pretty scary picture. The only high ROI as a result of enthusiastic interactive pilots with users to get feedback
solution is to choose a strategic use of the application by end users, and see how people really use the app and how
are recognizing other benefits of mobile   Mobile Enterprise Application which results in better data quality.  friendly it is. The other thing we have done is to
applications, such as the ability to reach new Platform that allows you to   This leads to a better penetration   get the end user involved much earlier in the  
target groups, increase customer loyalty or mobilize all your business   of customer potentials, better   design—even before going through the testing  
differentiate their offering in the market. The processes on all devices. Only cross-selling and upselling process. It’s easier to make adjustments to the  
combination of intuitive multi-touch user   that, in combination with the   opportunities and higher sales application before it goes into production.
interfaces, widely available mobile broadband right device management   volumes. Time-saving data entry
and integrated sensors such as GPS, cameras platform, can deliver low TCO. and shorter CRM process lead NEO Business Partners: One important aspect
and RFID really is reshaping how people work. times result in higher overall is to have an implementation partner that
Accenture: The best examples efficiency. guarantees intensive support during the
Accenture: Workforce management, sales force of ROI are in our workforce deployment phase of the project. Experience
solutions and dispatch applications are the management practice. In Sybase: What are you doing to
“Mobile solutions make
most popular among our clients, and they have service organizations, such ensure a positive user experience
a clear business case. When you get into other as a wireless carrier or utility with your applications? the system landscape
areas, such as mobilizing HR, vacation requests provider that is installing fixed more complex:
or purchase orders, the business case is a little network assets or equipment in  Bluefin: Usability and simplicity
You suddenly have
weaker. We expect to see an increase in   homes, one of the biggest   are of the utmost importance  
applications with solid business cases appear operational expenses is the labor for successful adoption of   your business data on
throughout the organization. For example, you can cost of a technician. If you can mobile applications. Our first step hundreds or thousands of devices
improve customer service or even business models reduce that by 5 to 10 percent, is to get a deep understanding  
out in the wild.”
using mobile business-to-business-to-consumer   you can save millions of dollars. of the situation that the user  
—Alexander Ilg, Founder and Managing Director, msc mobile
[B2B2C] applications. Those business cases are For these types of applications, will be in when using the  
still emerging. it’s pretty easy to drive a high ROI application. This knowledge
in a short period of time. ensures that the app has  
Sybase: Describe how enterprises are achieving a exactly the right functionality shows that problems often appear during  
low total cost of ownership [TCO] and high return Swiss1mobile: Low TCO and high and information. Our next step this phase that can be easily solved by an  
on investment [ROI] using mobile applications. ROI are achieved when the   is to focus on simplicity and experienced partner.



Sybase: What strategies do you recommend to

prepare a workforce for using new mobile apps?
evolve. Second, communicate the
changes with the user community 
in advance. Ask the users who
More Change
Ahead for Devices
Accenture: Aside from basic training that you are involved with the project to
would have with any new app, the main thing present some of the upcoming
we’ve found is to make sure the end users   changes. And last, but certainly
not least, train the users on the
“Aside from basic training
application and provide a support With tablets taking off, executives agree that change is the
that you would have with network to ensure adoption. A one constant in the device marketplace.
any new app, the main thing way to accomplish this is to  
pretrain a group of users and  
we’ve found is to make sure
allow them to participate in the More than ever before, device trends are as WiMAX and LTE [Long Term
the end users understand training and support of their peers. having a very real effect on enterprise IT and the Evolution] will lead to improved
the value of using the app and overall strategy for key business processes. With fidelity of mobile scenarios. For
Bluefin: Ideally, applications operating system (OS) dominance in constant flux enterprises, managing a diverse
doing something different from
will be provided on the mobile and the sudden success of major new form factors, fleet of devices and empowering
what they did before.” device of the users’ choice. such as the tablet, rapid change is the new normal. mobile workers will become an
—Ankur Mathur, Mobile Practice Lead, UK, Accenture In these situations, change We asked three major participants in the device/OS important priority.
management does not tend to market to share their thoughts on security, tablets
be a problem as the user stays and user support over the next 24 months. RIM: Watch for these three
understand the value of using the app and doing within a familiar environment trends: (1) proliferation of tablets
something different from what they did before. You and generally welcomes any Our executive panel consists of: for business and personal use,
have to clearly explain why the new application application that makes his life (2) securely managing work and
and new process will make their lives easier. easier. In fact, mobile apps can n  J eff McDowell, senior vice president, Enterprise personal data/use on mobile
support other change initiatives. and platform marketing, Research In Motion (RIM) devices and (3) increasing IT
Unwired Revolution: First and foremost, include Combining the introduction of n  Mayur Kamat, enterprise mobile product budgets that will help to advance
a subset of users in the process. Let them see the a mobile CRM application with manager, Google the use of mobile devices in the
vision, voice their opinion and help the application the changes to the CRM system n  Rick Bylina, product marketing consultant, business context.
can boost the usage. Motorola
“Include enough time
Sybase: Are more people using
in the device testing phase NEO Business Partners: If you’re Sybase: What will be the most significant mobile the same smartphone device for
to make sure not letting users choose their own device trends in 2011 and 2012? nonwork and business applica-
devices, the device evaluation tions? What are the complications
future users can test
phase is very important. Include Google: We will see a significant uptake of the tablet of balancing work and nonwork
the mobile application enough time in the device testing and smartbook form factors. Smartphones will applications on the same device?
on all the devices.” phase to make sure future users continue their growth and will count for an increased
—Jens Beier, Co-founder and Managing Director, can test the mobile application percentage of the overall phone market. Faster RIM: There is high demand for an
NEO Business Partners on all the devices. n mobile broadband speeds through technologies such all-in-one solution that recognizes 



“The major complication will “Most enterprises will need to

Sybase: Are enterprises still Motorola: Intuitive user interface
be logically separating the two hesitant to adopt smartphones design has always been the key to employ a corporate policy around
types of data while providing because of security concerns? providing rich mobile experiences. smartphone usage and define
What needs to change to make Interfaces and applications that
IT the ability to secure and proactive measures as well as
enterprises see smartphones take into account the small screen
manage the work information and tablets as secure? real estate and the “always con- remedial policies in case the device
in sandboxes.” nected” nature of mobile devices gets compromised.”
—Rick Bylina, Product Marketing Consultant, Motorola
Motorola: Currently there are will help ensure simple, rich and —Mayur Kamat, Enterprise Mobile Product Manager, Google
efforts to address the void left by productive user experiences.
OS developers who have not closed
the gap between security needs RIM: From the start, RIM’s focus
when a user is in personal mode vs. business mode, and what is available in the core has been on simple, integrated,   making, with a standardized user experience but  
and that enables an organization to protect data OS. These efforts are being carried quality applications that are highly   limited innovation potential. Others will be
and an individual to maintain privacy. Businesses   out by OEMs [original equipment useful and just work, effortlessly. completely open, allowing innovation at the cost
need to understand the security challenges of   manufacturers] such as Motorola   We have a term for these types of of diversified user experience. HTML5 holds great
supporting both work and personal data on a single and third-party providers of   apps: super apps. Characteristics potential for simplifying the experience across
mobile device and find a solution that balances the enterprise security and device   of a super app include: devices because it allows the same applications  
two effortlessly without compromising security or manageability. For instance,   to run on any device that has a modern browser.
employees’ privacy. Motorola has added to the Android n   n always-on experience
OS to allow more than 50 Microsoft n  Real-time proactive alerting Sybase: How will tablets be adopted into the
Google: In most cases, employers are requiring users Exchange policies to be enforceable and notifications mobile enterprise?
to agree to terms of use that say that if users are on Motorola Android phones. n  High efficiency, scalability and
accessing corporate data on personal devices, then context sensitivity Motorola: Tablets are a disruptive technology that
they agree to enforce policies on those devices (such Google: Security is a valid and n  Tight integration with the will trim the demand for laptops. Vertical markets
as requiring a password) and you will notify IT if a growing concern in IT because   BlackBerry smartphone   will help define which type of device—be it tablet,
device is lost or stolen so that all the data on the of the massive influx of potentially   interface and apps such as smartphone, laptop or some other yet-to-be-
phone can be wiped. The ability for administrators insecure endpoints. Most   the homescreen, messages announced technology—will be best suited for
to remotely manage individually liable devices is enterprises will need to employ a   list, calendar and contacts particular jobs. Device characteristics, including
quickly growing in importance. corporate policy around weight, screen size, battery life, display resolution
smartphone usage and define We promote the super app and RF connectivity—such as 3G, 4G, Wi-Fi—will
Motorola: The trend toward a single device for proactive measures as well as concept to our developer commu- determine where the device can be most effective.
work and home will continue to prevail. The   remedial policies in case the nity and encourage them to build Applications will adapt to the needs of the job and
customization of device interfaces and applications device gets compromised. apps that are very useful to their ride on the back of the device hardware decision.
will provide for a more distinct separation between customers and very easy to use.
work and personal information. The major   Sybase: As smartphone and tablet Google: Certain verticals are seeing strong adoption
complication will be logically separating the two feature sets and capabilities Google: There is no one approach of tablets—healthcare and education being two of
types of data while providing IT the ability to secure increase, how can you ensure a that will succeed. Some platforms them. Tablets are great devices for scenarios that
and manage the work information in sandboxes. simple user experience? will go the route of closed–decision  involve more data consumption than data creation. n



Managed Services: able to manage the full life cycle

of a fleet management service,
including ordering, provisioning,
“Companies need to define
a policy on how smartphones

Faster Deployments
device management, support should be used,
and so on. We also see requests but they cannot put
coming from fields such as
the responsibility on the user
network design, consulting and
Security concerns and platform complexity are driving enterprises of every service integration. to make sure the

size to consider an outsourced approach to mobile device management. policies are followed.”
Veliq: Our enterprise customers —Gaby Groff-Jensen, Sales and Marketing Director,
request a solution that is multi- SmartPhones Telecom AS
As storage and connectivity costs have come n  J eff Pack, president, platform, user friendly, scalable
down, the cloud has proven itself time and again as RemoteRelief and self-service and that can Veliq: The first challenge is their lack of a mobility
a practical solution for IT challenges, and mobility is satisfy the needs of the three strategy. The second is dealing effectively with
no exception. We talked to executives at five mobile Sybase: What types of managed key mobility stakeholders: the employees bringing in their own devices. And the
managed service providers about how this new mobility services are your enter- IT department, end users and third is keeping their mobile solutions simple,
deployment model is taking shape. prise customers requesting? business owners. secure and manageable at a low cost.

Our executive panel consists of: Mobility Architects: Our custom- SmartPhones Telecom: Consid- SmartPhones Telecom: Windows Mobile used to
ers are looking for ways to focus ering the vast number of smart- be the preferred operating system for companies.
n   lex Bausch, CEO and founder, Veliq
A on their core business without   phone users and the delicate However, Apple and Google introduced a whole new
n  Jorge Chauca, marketing solutions manager, spending too much time man- nature of the information stored approach to operating mobile phones. Limited MDM 
Orange Business Services aging mobile devices, to stay on these devices, security is more functionality on these systems and decreased
n  Gaby Groff-Jensen, sales and marketing director, updated on handset and   important than ever. Companies interest in Windows Mobile has left the market
SmartPhones Telecom AS platform development and to need to define a policy on how in limbo; customers expect the same level of
n  Søren Linde, partner, Mobility Architects support individual user configura- smartphones should be used, but functionality and security that they once got on
tions. Managed mobility services they cannot put the responsibil- Windows Mobile on iPhone and Android devices.
“Our enterprise customers
are a perfect fit for these requests. ity on the user to make sure the
request a solution that is policies are followed. A mobile Sybase: What strategies are you recommending to
multi-platform, user friendly, Orange: Enterprises in every device management [MDM] tool enterprises to help them become mobile?
industry face different challenges   is essential for a company that
scalable and self-service and
and trends, pushing them in wishes to secure its smartphones Orange: First, get prepared: Customers must
that can satisfy the needs different “mobile directions.” while providing reliable security understand and know contracts, budgets, spend
of the three key mobility Some organizations are driven and management. and suppliers. They must also look at how the
by immediate savings: They are business will develop internally and externally and
stakeholders: the IT department,
looking for a provider that offers Sybase: What challenges do what kind of applications and security tools are
end users and business owners.” a global procurement solution. enterprises face as they try to needed. Second, take control of spend and policies
—Alex Bausch, CEO and Founder, Veliq Others are looking for a partner mobilize their workforce? by simplifying contracts and leveraging buying



“Our customers require “Our goal is to create a

Sybase: Do your customers view in-house. It helps to remember
their hosted security hosted security as secure as an   that the device management   broad and flexible
to be as secure as in-house solution? Which hosted   platform does not carry any managed mobility portfolio
security features are most   corporate data and can thus easily
internally deployed security. covering devices, sourcing,
important to your customers? be separated from the corporate
Most of our customers have network. Mobile devices retrieve expense management,
compliance mandates that RemoteRelief: Our customers information from the corporate applications and
require their hosted security to be   network while device security is
have strict enforcement help desk.”
as secure as internally deployed controlled by the service provider.
guidelines.” —Jorge Chauca, Marketing Solutions Manager,
security. Most of our customers  
Orange Business Services
—Jeff Pack, President, RemoteRelief have compliance mandates Sybase: Describe the typical
that have strict enforcement enterprise using managed
power by working with international partners. They guidelines. Device security policy services today.
should assess solutions that can remotely manage, enforcement, such as device Since it’s a growth area, what initiatives do you
support and secure all employees’ mobile devices. power-on password policy RemoteRelief: Our managed have under way to increase your market share?
Finally, get ambitious: Have clear policies for mobile enforcement, network access services customers include
usage and a development plan for mobile services, restrictions, data encryption,   recognized brand-name chain SmartPhones Telecom: We have started to
applications and security. device feature disablement, store retailers, pharmaceuticals, develop mobile application offerings in addition
white-listing email access and beverage distributors, grocery, to our MDM solution. We’ve invested in developer
Veliq: Enterprises should dare to wonder whether remote wipe are some of the   convenience store retailers, skills on Windows Mobile, Android, iOS, Symbian
they want to own mobility solutions or just use security policies that are important   government and other service and BlackBerry.
solutions. They should ask themselves: Will I be to our enterprise customers. providers. Customers vary in
able to keep up the necessary investments of a size from small deployments of Mobility Architects: With the introduction of
hyperdynamic marketplace, or would it make SmartPhones Telecom: Roughly fewer than 50 remote devices to technologies to support several customers in one
better business sense to rely on a mobility partner 50 percent of our customers more than 2,500 devices. hosted device management environment, service
and go for a proven, pay-as-you-go solution from prefer hosted over in-house. providers and telcos are now looking into offering
the cloud? Larger companies used to prefer Mobility Architects: The demand low-cost hosted MDM to the mid-market. We are
in-house solutions, but this seems to be independent of   currently assisting a number of customers on how
“We are currently assisting is starting to change. Remote the size of operation. The   to establish a device management service offering,
a number of customers wipe, power-on password and managed operation is provided and we expect this market to grow rapidly over the
encryption of all data, including to customers that have   next couple of years.
on how to establish a
the memory card, are the features thousands of users in global
device management service they most often request. enterprises as well as a few Orange: Our market view is that each customer
offering, and we expect hundred users supporting a has a unique set of issues, challenges and needs  
Mobility Architects: When local business. in mobility. Our goal is to create a broad and  
this market to grow rapidly over
comparing hosted and in-house flexible managed mobility portfolio covering  
the next couple of years.” solutions, customers will always Sybase: What expectations do devices, sourcing, expense management,  
—Søren Linde, Partner, Mobility Architects find hosted security on par with   you have for managed services? applications and help desk. n



IT shakes a costs-center heritage

by mixing technology and business
in the mobile enterprise.

the ROI
Mobile devices can transform almost any business for the better.
Increased productivity across the organization leads to higher revenues
and happier employees. And, of course, companies that have high
morale find it easier to recruit and retain high-value employees.

The revenue upside from improved data efficiency is eye-popping.

According to a 2010 study from the University of Texas at Austin, a
10 percent improvement in data intelligence and accessibility can bring
$17 million in new product revenue and $14.7 million in new customer
revenue for a typical Fortune 1000 company.

Yet, IT is correct to have concerns. Each platform

supported and application deployed has the
potential to increase IT’s burden exponentially.
Controlling security and management effort are
critical to success, but first you must understand
what you’re up against.
Dan Mahowald
Here are the five common challenges facing the Vice President of
mobile enterprise, followed by one prescription to Mobility,
help your mobile strategy be a success. SAP



The revenue upside from feature update, you need a way Mobile Operating Systems at Work
improved data efficiency to dispatch these deployments
remotely. Remote deployment 53%
is eye-popping. capabilities can result in excellent
cost efficiency and peace of mind. Support multiple mobile OSes
Securing data. Mobile security fears plague CIOs. Keeping maintenance costs low. Support one single mobile OS
Eight out of 10 CIOs report that data breeches are The total cost of ownership (TCO)
their top security concern and say smartphones of an application continues long Support one single mobile OS today but
increase their organizational vulnerability, according after deployment. You must have have plans to support multiple OSes in the
to a 2010 report by Ovum. a plan to prevent labor costs from future
spiraling out of control. A good Base: 30 senior IT managers involved in mobile device management and security in public
Their concerns generally fall into two categories: plan includes remote access for IT and private ornanizations in the U.S. and Western Europe
to the entire mobile ecosystem, Source: Forrester Consulting, commissioned by Sybase, U.S. and Western European phone survey, February and March 2009

n Interception of data in transit regardless of the device platform. OS Diversity: A growing number of organizations are responding to demands for a more inclusive
n Physical retrieval of data from a lost or stolen This way, all devices can be kept mobile OS support strategy.
device up-to-date and in compliance
without needing to be handled data silos. Insist on solutions that n Easy integration with a variety of enterprise
Organizations need cost-effective solutions that directly by IT personnel. Point make integration fast and easy for applications and databases
are unobtrusive to users. Point solutions provided solutions frequently are limited the long term. n Proven, remote device management functionality,
by enterprise application vendors can be effective, in their management capabilities including remote data wipe
but they tend to fail at sequestering and controlling and are difficult or impossible Benefits of a Mobile n On-device and in-transit data security
data once it reaches the end user’s device. to scale, especially when adding Management Platform n Feature-rich, embeddable and zero-maintenance
new device platforms. A mobility management plat- database management and data movement
Supporting multiple devices. The days when form provides a comprehensive technologies
companies could standardize on the BlackBerry Integrating on the back end. understanding of back-end
and ignore other platforms are coming to a close. When you roll out a new mobile systems, applications and mobile The problems are significant, but an integrated
Organizations must plan to support all of today’s application, seamless integration devices. And it imposes security solution is simple and comprehensive. Application-
major device platforms as well as the technologies with the desktop version is and pain-free management. independent management and security should be
that have made each platform a consumer success. mandatory. Composite applications welcome and familiar to IT managers. n
Also, you should watch trends carefully to make that gather data from multiple In short, a mobile management
sure you aren’t caught off guard when platforms sources are becoming common. In platform can address all the critical
surge or wane in popularity. fact, integration across a variety of challenges facing the mobile enter- Dan Mahowald is the vice president of mobility for
enterprise applications and data prise by providing the following: SAP Americas. He established and now leads the
Simplifying deployments. There is little benefit in stores can provide the best return Mobility Center of Excellence. He also works with
developing a mobile solution that cannot be on investment. Integration can n Broad device, operating system SAP’s Mobility Development organization and the
distributed quickly to end users. Whether it’s the be expensive, so guard against (OS) and application support SAP Americas executive team to formulate the
initial installation of a mobile application or a development shortcuts that create n Central management console strategy and overall plan for mobility.




With potentially over 15,000 different

Mobility Accomplished
handheld and laptop devices
in use throughout the USAF,
it is an astounding feat
U.S. Air Force keeps troops combat ready by improving supply-chain to enable all to record
and logistics processes.
supply chain data simultaneously.

Throughout history armies have struggled elsewhere. For the airmen on

to feed their soldiers and deliver supplies while the ground, finding the right architecture remain the same mobile security. Therefore the EDCL mobile
waging war. Today’s modern warfare is no propeller blade or meals ready regardless of what hardware or computing and enterprise architecture ensures
different. With multiple fronts and thousands to eat (MRE) means switching device is used, and data is easily that the collection of data occurs as close to the
of soldiers in the mix, managing stockpiles is a between hardware and interfaces, transferred between users. With point of data collection as possible.
necessity for survival. all while relying on wireless potentially over 15,000 different
connections that may be handheld and laptop devices in The collection of all supply-chain data into a
Airmen in the United States Air Force (USAF) intermittent at best. use throughout the USAF, it is single database means that airmen can focus on
go where the fight is, and battlefields are usually an astounding feat to enable business intelligence applications, not data entry
inhospitable for a hard-line or even wireless To coordinate these myriad all to record supply chain data or management. The EDCL effectively collapses
connection. The USAF therefore requires a mobile Air Force AIT capabilities used simultaneously. the supply chain by offering better visibility to
computing and architecture solution that can by logistics applications, the U.S. the user through AIT capabilities, allowing for
meet these requirements and adhere to the strict Air Force began to develop the It is a rare case when a product more educated decisions about how to expedite
U.S. Department of Defense security standards and Enterprise Data Collection Layer requires no customization, requisitions.
standardized Air Force Automatic Identification (EDCL), a collection of commercial especially for the military
Technology (AIT), all while operating without the software applications that where security and functionality The ability to “move data to the sand” and
safety net of a reliable wireless network. would serve as a centralized standards are paramount. minimize the work required to log it increases the
data collection transformation However, that is the case with time airmen have to accomplish more critical tasks.
The Air Force AIT provides an accurate and layer. After an extensive search the EDCL, as it uses out-of-the-box These capabilities allow airmen to concentrate on
efficient means to track and account for goods. and testing period, the selected functionality. The EDCL system developing the business logic and processes of
For some time, AIT has used technology such as Sybase mobile platform to serve architects have effectively created their mobile applications without worrying about
linear bar codes, two-dimensional bar codes as the software synchronization a solution that enables them to hardware integration, network connectivity, or
and Radio Frequency Identification (RFID) to do foundation for mobile computing stay on top of the latest versions application and data synchronization that must span
so. Air Force AIT capabilities are tied to specific in the EDCL. of each aspect of the implemen- security layers. By standardizing the architecture
logistics systems. These custom applications tation phase with ease. and how applications are delivered, and keeping
are expensive to develop as well as to maintain. Setting a New Standard sustainment costs low, the project was accredited by
The disparate systems mean that hardware The EDCL solution ensures The mobile computing the Department of Defense, sparking the interest of
dedicated to one system may not be available that the interface and mobile capabilities also require fail-safe other branches of the U.S. Armed Forces. n



Smartphones and tablets are

becoming more prevalent in the enterprise.
Don’t let them be a security hazard.

Forty-three percent—that’s how many IT executives are
worried about the security implications of supporting smartphones
inside their enterprise, according to a survey by Forrester Research.
CIOs are right to be concerned; mobile technology comes with more
than its share of security risks.

Mobile devices are an easy target. Phones disappear frequently. Any

sensitive data that resides on a lost device is accessible to whoever finds it.

As more employees bring their own devices to the

office, IT has a new headache: Departments need
to keep close account of these devices, who is using
them and for what purpose. One Sybase customer
was shocked to find more than 1,000 unauthorized
devices on its network during an audit. Such
unauthorized devices are a potential source of
viruses or other malware and must be identified.

And there are other issues as well: Virtual Joe Owen,

offices and telecommuting arrangements make Vice President of Engineering,
it difficult to implement user group policies, Sybase, an SAP Company



robust firewalls, user authenti- But governance does nothing One Sybase customer
Checklist for a New cation and password updates. to abate the growing burden on was shocked to find
Mobile Security Strategy resource-challenged IT departments
more than 1,000
Making Mobile Security to administer mobile devices. The
Priority No. 1 mobile security workload typically
unauthorized devices
Here are four questions every organization In their rush to address the includes the following:
should ask before allowing personal devices incredible demand for mobile on its network
into the enterprise: applications, many organizations n On-device password and data
will struggle to ramp up security encryption
during an audit.
n How do I deny access to unauthorized users? in kind. As IDC observed: “Even n Remote device kill and data
Require employees to set a strong password companies that are aware of the deletion for lost or stolen
on their mobile device and to change it every danger and are looking to secure devices device management and security solution should
three to six months. Mobile management mobile devices may lack solutions n Antivirus and firewall be at the heart of any business’ mobile strategy,”
systems can automate enforcement. to address the issue.” protection for handheld devices, says a Forrester Research report. “Investments in
n What’s my plan if a personal device gets lost including call filtering mobile device management solutions will have an
or stolen? Companies can slow down their n Remote delivery of security immediate impact on the mobile operations of the
Passwords aren’t enough; you must be able mobile adoption—but they risk patch updates business. It will lighten the support burden on IT
to lock and wipe the device remotely. The first losing loyal customers and ceding n Over-the-air encryption professionals and afford them more time to work
lets you “freeze” a device, which is useful if their position in the competitive on strategic projects, not just keep the lights on.”
there’s a good chance it will turn up again. marketplace. For those who would The Merits of a
If it’s gone for good, remote wipe lets you rather not pay such a dear price, Platform Approach Not only that, but the right mobile management
permanently erase stored data. the trick will be finding just the Fortunately, a proven mobility platform should ensure regulatory compliance
n How do I remove corporate data from a right balance: maintaining the management platform excels at and meet the highest standards of security
personal device whose owner is leaving the integrity and security of the solving these problems without governance while still giving enough flexibility
company? network without creating overtaxing IT resources—even to employees to be productive with their
Management tools can be used to segregate irritating hurdles for end users. at companies experiencing fast smartphones and tablets. This comprehensive,
enterprise and personal data. When an smartphone growth. Neither balanced approach is exactly what most mobile
employee leaves, IT can wipe the enterprise A mobile governance policy traditional software management enterprises need. n
data from that person’s device while leaving is a good place to start. This suites nor narrow point solutions
personal data unaffected. This capability policy codifies rules and are up to the task. They lack
protects the organization without regulations, such as how support for either a broad variety As vice president of engineering for Sybase, an
inconveniencing the user. often users must change of mobile devices or rich features SAP Company, product technology operations,
n H ow do I keep prying eyes away from their passwords and what such as data segmentation that Joe Owen is responsible for product strategy and
confidential files? software must be installed help organizations tackle the true R&D efforts for the company’s mobile management
Use mobility management software to encrypt on each device. It provides pain points of mobile computing. and security products. Owen earned a B.S. degree
enterprise data, both as it is transmitted and the framework to secure in computer science from the Georgia Institute
when it is “at rest” in the device’s memory. both network traffic and Industry analysts support this of Technology’s School of Information and
sensitive internal data. view. “A comprehensive mobile Computer Science.



Can Compliance and

never have been stored on the anyone without authorization to read private
devices in the first place. data on a mobile device.
n Separation of personal and enterprise

Mobility Commingle?
Educating employees about information: IT should be able to secure, con-
mobile security is the first, trol and erase corporate data and
and most important, step a applications, separating them from personal
company can take. But that is photos, music or games.
For organizations in highly regulated industries, the juxtaposition of no substitute for technology. n User access rights and security policies: IT can
IT needs robust security tools finely control exactly what data users can access
security mandates and mobile devices jangles nerves.
that can remotely encrypt and with their mobile devices.
manage data and access rights n Over-the-air provisioning: Administrators can set
A data breach costs a company an average Jeff Pack on any device that attempts to policies, configure user smartphones and update
of $3.4 million, according to a worldwide report President, connect to the network. applications remotely from a central platform.
published in 2010 by the Ponemon Institute. RemoteRelief n Network filters: A filter collects data and
That figure is roughly double in the United These 10 mobile security analyzes it so IT can evaluate personal mobile
States. And 32 percent of breaches involved lost features can help keep companies devices coming into the network. One option
or stolen laptops or other mobile data-bearing in compliance: is to monitor who is attempting access and
devices—a number that is surely growing as to block access unless a device management
fast, or faster, than mobile device usage. n Enforced authentication: client is installed on the device.
Giving Up on Prohibition Users must enter a password
Mobile computing has inherent security Companies typically enact when the device is cycled on. A Better Way
risks. But it can be particularly troublesome for stringent user polices that n Over-the-air data encryption: For companies in regulated industries, a security
organizations in highly regulated industries. As prohibit employees from Data exchange is fully breach or compliance violation can be a financially
luck would have it, many of the industries with storing customer, patient or bank protected using Secure Sockets devastating event. But a blanket moratorium
the biggest regulatory hurdles are the very ones information on their laptops or Layer (SSL). on mobile data access is unfeasible at best
with the most to gain from mobility. smartphones. Or they might n Remote control capability: and strategically ruinous at worst. Instead,
attempt to prevent mobile Administrators can take consider tools that let you satisfy regulators—
Take utility companies, with their meter devices from accessing this data. control of the mobile device. and your employees. n
readers and other mobile workers. When armed n Remote wipe: Administrators
with rugged mobile devices, such field workers Realistically, though, employees can clear all data and settings
require uninterrupted access to mobile data. Yet often need to access this business- on a lost or stolen smartphone Jeff Pack currently is president of RemoteRelief, Inc., a
utilities operate under a host of rigorous federal critical data from their mobile or tablet. Sybase partner providing mobile device management
regulations and the threat of fines of up to $1 million devices. Careless or rushed n Remote data fading: Adminis- consulting, implementation and hosting services.
per violation, per day. employees also circumvent trators can automatically wipe Pack has more than 20 years of remote systems
prohibitions against storing out data on a mobile device if it management experience across a broad spectrum
Like it or not, regulators are responding to data on their mobile devices. As has been lost, stolen or inactive. of businesses and device platforms. He is a 1985
mobile adoption by continuing to tighten the a result, IT needs a contingency n Full disk encryption: This graduate of Appalachian State University with a
security screws. That puts IT in the hot seat. plan to erase data that should makes it nearly impossible for Bachelor of Science degree in computer science.



KINDRED HEALTHCARE CASE STUDY “The most important benefit is

that our mobile system

Getting Physical has eliminated the need for therapists

to spend hours each week re-entering their timekeeping
and treatment information into desktop PCs for
Kindred Healthcare improves operational efficiencies and revenue transmission to our centralized systems.”
management with more accurate billing and reporting. —Keith Bickett, Project Manager, Peoplefirst

Kindred Healthcare, Inc., is a healthcare “We created a custom

services company that through its subsidiaries application called Point-of-Care The Point-of-Care Mobile timekeeping and treatment information into
operates hospitals, nursing centers and a contract Mobile,” explains Keith Bickett, system consists of HP iPAQ desktop PCs for transmission to our centralized
rehabilitation services business across the United project manager for Peoplefirst. devices running the Windows systems. This allows them to treat more patients
States. The contract rehabilitation services business— “We’d had an application called Mobile operating system. Also and/or spend more time with each patient,
Peoplefirst—is the nation’s second largest contract Point-of-Care that ran on desktop running on the devices are the which is critical when your focus is producing
therapy company, employing over 8,000 individuals PCs, which is what the therapists Point-of-Care custom application the best possible clinical outcomes.”
the majority of whom work directly with patients at used to enter their handwritten and the Afaria client software.
over 600 locations across the country. information. By mobilizing this Therapists sync their devices “In addition,” Bickett continues, “the information
application, we eliminated that twice a day—in the morning to we capture now is more timely and accurate, which
Historically, the therapists (or a secretary) had to intermediate step.” get their treatment schedules allows us to generate more accurate invoices and
spend an hour at the end of each day at a desktop and at the end of the day to improve our cash flow. Management also benefits
PC keying their handwritten patient treatment Point-of-Care Mobile was transmit their timekeeping and by being able to view information in near real
notes—patients seen, time spent with each patient, developed to run on HP iPAQ treatment code information. time, which allows them to optimize scheduling,
and other treatment-related information—into the Windows Mobile devices and Software updates can be pushed monitor treatment plans and progress, and meet
company’s centralized billing system. The time spent to connect wirelessly with the to the therapists’ devices as compliance requirements more efficiently and
keying information into the system was time that company’s centralized database required. A typical sync session effectively.”
could have been better spent working with patients. in Louisville, Kentucky. Device lasts about 90 seconds.
Additionally, as with any paper-based system that configurations would have to Point-of-Care Mobile has produced additional,
requires re-entry into a computer system, errors be monitored and maintained, “Moving from paper to somewhat unexpected benefits. The use of this
were inevitable. software updates distributed, Point-of-Care-Mobile has mobile solution has helped Peoplefirst secure
treatment codes required for produced important benefits for rehabilitation contracts from healthcare facilities
Building a Healthy System billing purposes routinely updated, Peoplefirst and for our patients,” impressed by its efficiency and accuracy compared
To improve the quality of care delivered to patients, security policies enforced, patient says Bickett. “The most important to the paper processes still used by many other
enhance its therapists’ productivity and increase the data securely synchronized benefit is that our mobile system rehabilitation businesses. And the solution has
accuracy of the patient data required for billing and and more. Of course, the device has eliminated the need for proven to be a valuable recruiting advantage in
other purposes, Peoplefirst decided to develop and management solution had to be therapists to spend hours the competition for the finite pool of therapy
deploy a mobile system to replace pen and paper. proven and reliable. each week re-entering their graduates each year. n




not a software development company

The Sweet Smell so when we wanted to improve

this new Route DSD application,

of Success
we knew we couldn’t do it ourselves.”

—Chan Kang, Director of Applications, Tasty Baking Company

Faster, easier direct-to-store delivery helps Tasty Baking

savor more profits. application. The Route DSD While this functionality is very useful, the Sybase
application was installed on iAnywhere-powered Route DSD application is
Symbol 9090 handheld enabling Tasty Baking Company and its distributors
Tasty Baking Company is one of the country’s Company staff then had to scan devices that were issued to the to move to an even more efficient distribution and
leading bakers of snack cakes, pies, cookies and these tickets into its record reten- distributors. These devices are sales model called scan-based trading.
donuts. The company distributes its products to tion system as proof of delivery. equipped with barcode scanners
convenience stores, supermarkets and other retail that enable distributors to quickly Scan-based trading is a distribution and sales
outlets across this geographic territory using a “What we wanted to do,” and accurately capture data on system in which products (in this case Tastykakes)
direct-to-store delivery system (DSD) that is operated says Kang, “was to create product being removed from delivered to a store are not property of the store.
by more than 450 independent sales distributors. an application for our sales the shelves and product being The products that are delivered to a supermarket
distributors that would help delivered. or convenience store and merchandised on the
“The old mobile platform that our distributors them run their businesses shelves by the independent distributors remain
used,” explains Chan Kang, director of applications more efficiently and more The new application also the property of the distributors until they are sold
at Tasty Baking Company, “was strictly transactional profitably. Our vision was an includes signature capture and scanned by the store’s register. At that point,
and text based. As they made their rounds to the application that would automate functionality, which allows and only at that point, is the transaction reported
numerous outlets on their routes, the distributors delivery and documentation the distributors to capture the and the store invoiced for the products.
would pull outdated products from the shelves, processes and improve synchroni- store managers’ or receivers’
determine restock requirements, go back out to their zation with our back-office systems signatures digitally in the “The benefit to our sales distributors,”
trucks to get those products and then wait until a to help distributors increase the application and incorporate explains Kang, “is that they don’t have to go to
manager was free to count and verify the delivery by efficiency of their daily runs and them into the printed delivery the receiving area and get checked-in, wait
signing a paper form.” maximize their profitability.” tickets. The digital signatures while the products are counted and continue
are then electronically to wait until a manager signs various forms
At some point during the day, the distributors Choosing transmitted to Tasty Baking acknowledging receipt, which can be quite time-
would transmit the store-by-store product delivery Key Technologies Company as proof of delivery. consuming when stores are busy. Instead, our
information in the form of text files sent by the Tasty Baking Company then This alleviates the need for distributors can just walk in the front door of the
handheld devices they were using at the time. They turned to an outside software the distributors to mail in or retail establishment, do what they have to do as
would deliver the signed forms to Tasty Baking application vendor to help deliver the tickets to Tasty far as merchandising the shelves and then leave.
Company when they returned to the company depot. them create the new Route DSD Baking Company. The stores also like the increased efficiency.” n



Mobility from a Cloud

Like software as a service
(SaaS) before it,
managed mobility offers
Need mobility now? Cloud services are a fast, low-cost path to
enterprises agility,
mobilizing the enterprise.
low cost and minimal risk
Rapid consumer uptake of smartphones Terry Stepien of deployment failure.
and tablets makes swift adoption of mobile President,
technology the right thing to do. However, volatility Sybase iAnywhere
in OS market dominance and new, mobile-specific n Easymaintenance and to-do list, including broad device support, security and
security risks make enterprise mobility easier said operation manageability, in one stroke. You can leverage the
than done. With today’s ultra-tight budgets, even n Low total cost of ownership investment even further by integrating billing, expense
Fortune 500 companies find themselves unable (TCO) management or provisioning systems, if needed.
to support desired mobile services—that is, unless creates policies across devices n Improved mobile worker
they divert IT resources from elsewhere. or for individual users and productivity A 2009 survey by VDC Research Group found
implements mobile policies n Improved real-time decision that the typical enterprise expected to realize
But limited budgets and increasing mobility n Application management: making 10 to 30 percent cost savings and a reduction in
business needs aren’t condemned to clash. Many Deploys new applications, IT staff as a result of choosing a hosted managed
companies are striking the right balance with a enhances existing applications So Simple to Start mobility solution.
different model: managed mobility. Choosing a and mobilizes business pro- Core IT pillars such as applications,
managed mobility offering from a trusted partner cesses and desktop applications infrastructure and telecom have With its excellent scalability, ease of use and integra-
with years of mobile expertise can make it possible all been successfully delivered tion, managed mobility may be the best possible choice
for organizations to mobilize aggressively without While managed mobility through the cloud. That’s paved for enterprises that need secure, managed mobility. n
adding risk and IT burden. can take many forms, the the way for mobile as well. Like
common denominator is software as a service (SaaS) before
Examples of managed mobility services include similar to other hosted services it, managed mobility offers enter- As president of Sybase iAnywhere, Terry Stepien plays
the following: delivered in the cloud: value, prises agility, low cost and minimal an integral role in establishing the company as the
immediacy and outsourced risk of deployment failure. premier provider of mobile enterprise solutions. The
n Mobile security: Enforces personal identification complexity. Some of the great company has experienced rapid growth under Stepien’s
number (PIN) code access, sets lock/wipe policies, reasons to use managed mobility To get started, all you need is a leadership, becoming the market leader in mobile
encrypts devices and data cards, delivers firewall include: Web browser and a very modest database technology for the past six years and the
and antivirus capabilities to devices and introduces investment in shared infrastructure. leading provider of mobile middleware solutions.
mobile virtual private networks (VPNs) n Easy adoption and integration You can get all the benefits of a More than 8 million users at 12,000 customer sites
n Mobile device management: Identifies what with back-end systems fully mobilized workforce almost worldwide rely on Sybase iAnywhere to power
applications and software are allowed on devices, n Low barrier to entry; no capital immediately. More importantly, solutions that help to improve productivity, streamline
pushes software and applications to devices, outlay for infrastructure you can dispatch most of your operations and create new revenue sources.



MOBIDM CASE STUDY “We knew from the start

that we needed a proven, robust and scalable

Mobility Service Call mobile device management product

to power our MobiDM offering.”

—Alex Bausch, Director, MobiDM

Companies opt for managed services to decrease up-front investment
and maintenance costs. MobiDM morphs SaaS into MaaS.
deliver the range of functionality, proposition—a SaaS solution aimed at our enterprise
MobiDM, a Netherlands-based mobile software of this without requiring an the multi-platform support and customers. MobiDM gives us the opportunity to offer
development company, responded to the growing up-front investment by our the ability to mesh well with our our customers control, management and security
need among organizations to manage and secure customers.” SaaS strategy that we required.” over all their smartphones out in the field, including
the broad range of mobile devices being used the settings of mobile connectivity from the
by employees in the enterprise by developing a In conceptualizing this Beyond selecting Afaria as smartphones to the ICT environment. MobiDM
software-as-a-service (SaaS) device management managed solution, MobiDM the mobile device management supports the productivity of the mobile employees
solution. This solution enables organizations to envisioned a mobility man- and security solution to power for an attractive cost per month.”
provision, manage, monitor, maintain and secure agement platform with a Web its managed solution, MobiDM
mobile devices over any wireless connection from portal interface that would established a relationship with “I believe that our success is due largely to the
a central console. utilize a SaaS delivery model Sybase iAnywhere in which the fact that we are meeting a very pressing need,”
and be as easy to use as a two companies collaborated says Bausch. “Organizations have embraced mobile
Solving Three Problems typical electronic banking in the development process. technology because it delivers clear and compelling
“As we thought about this,” says Alex Bausch, solution while providing a MobiDM is able to upgrade the benefits, including increased employee productivity,
CEO of the company behind MobiDM, “we clear, predictable cost of solution frequently to support reduced operational costs, improved data collection
decided we wanted to solve three issues with ownership. new devices and deliver additional and accuracy, the ability to seize opportunities where
MobiDM. First, we wanted to develop a functionality such as telecom and when they present themselves and to strengthen
solution that would not burden customers or “We knew from the start that expense management and the relationships with customers and business partners.”
require them to hire employees to manage the we needed a proven, robust scheduled delivery of audio and
management solution. Second, we wanted the and scalable mobile device video files to users’ smartphones. Edwin Pastoors, data and telecom manager
solution to provide easy-to-use, transparent management product to power of ONVZ, a Dutch health-insurance company,
functionality to enable enforcement of security our MobiDM offering,” says The company’s user base is comments, “We were looking for a solution
policies, over-the-air software distribution and Bausch. “Because we knew growing at a rate of about a to secure and manage our smartphones. In
application and data updates. We also needed how critical that would be to thousand new devices each MobiDM we found the solution. The software has
the solution to provide device configuration our success, we researched a month. Eric van Daatselaar, minimum impact on the device performance and
monitoring and enforcement, multiple device dozen different options. This product portfolio marketeer is very user friendly. We were also attracted by the
support and the scalability to support the ever exhaustive research led us to at Vodafone Netherlands says, company’s business model, which requires no
growing number of devices in use in today’s the conclusion that only Afaria “MobiDM is a vital part of up-front investment or any maintenance on our
enterprises. And finally, we wanted to do all from Sybase iAnywhere could our Windows Mobile E-mail part. We are very satisfied with the service.” n



Will the Expanding Use of Mobility

Employees Are Technologies Be aWillTop Priority?

the Expanding Use of Mobility Technologies
be a Top Priority?

Changing the
Critical priority 16%

High priority 46%

Speed of Business Low priority

Not on our agenda 6%


Market research highlights mobile activity in 2010 and trends to watch in 2011. 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Base: 2,803 IT decision-makers

Source: Forrester Research, Insights for CIOs: Make Mobility Standard Business Practice, September 3, 2010

If 2009 was the Year of the App Store, then Stan Stadelman
2010 was the Year of the Device. Smartphones— Mobility Product Mobility Is a Top Priority: Nearly two-thirds of IT decision-makers report that expanding
already mainstream among consumers— Manager, uses of mobility technologies for employees and customers will be a “High” or “Critical” priority
diversified. The Android platform joined the ranks Sybase, during the next 12 months.
of the fastest-growing technology platforms ever an SAP Company
on the devices of HTC, Motorola, Samsung and Sony a core offering, rather than a applications is increased worker productivity,
Ericsson. Apple continued to improve iPhone, and fringe add-on. Their scale will which will continue in 2011. During 2011,
the company proved the skeptics wrong with its hit and not all are games. Enterprise enable ecosystem partners— productivity will increase across all businesses
iPad, delighting end users and creating the blueprint mobile application suppliers— previously fragmented—to and departments as they purchase the mobile
for a successful tablet that had eluded the industry systems integrators, IT organiza- build off core technologies applications that connect employees to their
for more than two decades. Research In Motion (RIM) tions, operators and application and focus on innovation, work—and watch the employees change the
responded to excitement around the tablet in the vendors themselves—have competitive differentiation speed of business. n
enterprise by demoing the Flash-friendly Playbook, steadily built their mobile and processes. This activity
expected in early 2011. developer corps, and this year, will result in the diversification
in addition to custom mobile of enterprise mobile apps— Stan Stadelman is a mobility product manager
So what will 2011 bring? Now that the devices business applications, packaged from form into function—the with Sybase, focusing on mobile application
are in place, a huge vacuum for serious business mobile business applications real maturation of the space. tooling and the Sybase Unwired Platform
applications remains. The ranks of mobile should emerge en masse. developer community. He is an Objective-C
developers have grown considerably, however. Finally, the No. 1 benefit programmer and publishes a blog on
Nearly half a million mobile applications have Moreover, vendors will start reported by organizations mobile, social and emerging platforms at
been written since the launch of the App Store, to treat mobile applications as that have deployed mobile blogs.sybase.com/threecuts.



Changes to Mobile Solutions Budget

Changes to Mobile Solutions Budget
What Smartphone Platforms Are Supported
Within Your Workforce?
Increase 65% What smartphone platforms are supported within your workforce?

BlackBerry OS (n=181) 59% 14% 2% 25%

Decrease 5%

Windows Mobile (n=181) 25% 17% 6% 53%

No change 29%
iPhone (n=181) 31% 15% 10% 43%

0% 10% 20% 30% 40% 50% 60% 70%

Symbian (n=181) 2% 4% 4% 90%
Enterprise mobile solutions account for nearly one-fifth of the 2010 IT budget
Base: 317 IT decision-makers
Source: Computerworld, Mobility 2011 Survey Palm OS (n=181) 8% 10% 5% 77%

Android (n=181) 15% 12% 14% 58%

Budgets Are Up: Nearly two-thirds of IT decision-makers report that their mobile solutions
budget will increase during the next 12 months, with an average increase of 10 percent.
Other smartphone OS (n=54) 100%

Support for Multiple Platforms Fully supported/corporate sanctioned Piloting/testing for corporate support

Support for Multiple Platforms Limited sanction/support for some users Not corporate sanctioned/not supported

21% Base: Asked to those who indicated having a workforce with smartphones
Four or more
Source: Yankee Group; N=205

20% Platforms Supported: RIM BlackBerry retains its dominant position in the enterprise while
24% Apple iPhone and Google Android have captured nearly 100 percent of “new platform” gains
31% since 2008. It remains to be seen whether Microsoft—long the strong No. 2—will successfully make
18% the transition from Windows Mobile OS to the new code base of Windows Phone. (Low Symbian
30% responses are typical for the North American region, and they tend to be higher in other geographies.)

0% 5% 10% 15% 20% 25% 30% 35%

1,000+ Less than 1,000

Base: 317 IT decision-makers

Source: Computerworld, Mobility 2011 Survey

Platform Demands Continue to Increase: Among enterprise organizations, 45 percent now

support three or more platforms and a remarkable 21 percent support four or more platforms.



What Is Your Firm’s Official IT Policy for

What is your firm’s official IT policy for supporting
Will Tablet Devices Be Part of
Personal Mobile
owned mobile phones and Devices?
smartphones? Your Mobile
Are or WillStrategy?
Tablet Devices Such as iPad Be Part of Mobile Strategy?

Does not provide any support

29% 15%
for personal devices

Provides limited support to

certain types of personal devices
Provides limited support to
14% Yes
all personal devices
56% 67%
Supports certain types No
of personal devices
Don’t know
IT supports all Base: 192 qualified respondents
personal devices Source: CIO Strategy Forum Market Pulse, Mobile Technology Strategy and Investments, December 2010

Our mobile policy prohibits

12% Turning on Tablets: Enterprises can expect tablets to become much more prevalent. More
use of personal devices for work than two-thirds of respondents said that tablet devices are or will be part of their organizations’
mobile strategies.
We don’t have an
official policy
0% 5% 10% 15% 20% 25% 30% 35% Why Is Your Organization Including Tablets
Of Those Who Responded Yes, What Are the Reasons
Base: 1,009 mobile technologies and services decision-makers at North American and as Part ofTablet
Mobile Strategy?
Such as iPad Are or Will Be Part of Mobile Strategy?

European companies Certain applications or tasks are

Source: Forrester Research, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010 easier to use/accomplish on a 82%
Forrester Research, Managing Mobile Complexity, October 28, 2010, and The Mobile Platform Wars Escalate, June 14, 2010 larger tablet device

Desire on the part of the

Support for Personal Devices: More than 56 percent of firms currently provide some level of business for employees to use 48%
the latest/greatest technology
support to personally owned (individual-liable) mobile devices. Support levels include mobile
Pressure from employees
email, corporate applications, security and various levels of device management. requesting the use of 37%
tablet devices

Other 8%

0% 20% 40% 60% 80% 100%

Base: 192 qualified respondents
Source: CIO Strategy Forum Market Pulse, Mobile Technology Strategy and Investments, December 2010

Tablets Make Work Easy: Organizations are choosing tablets primarily due to the ease of
performing certain tasks on a larger mobile device.



Which of the Following Statements Describes What Are Your Firm’s Plans to Adopt
the Smartphone You Use for Work? Mobile Applications?
What Are Your Firm’s Plans to Adopt Mobile Applications?
Which of the following statements describes the primary smartphone you use for work?

Interested but no plans 22%

23% Expanding/upgrading
34% implementation

It is a device my company Implemented,

issued to me not expanding
It is a device I selected from my
Planning to implement
21% company’s approved/supported list 15%
and my company purchased in a year or more
22% It is a device I selected and purchased from Planning to implement
my company’s approved/supported list 15%
in the next 12 months
It is a device I selected and purchased that
my company hasn’t said it supports Not interested 12%
Base: 503 U.S., Canada and U.K. information workers at companies with 100-plus employees,
0% 5% 10% 15% 20% 25%
who use a smartphone at least weekly for work
Source: Forrester Research, Workforce Technographics® US, Canada, And UK Survey, Q3 2009 Base: 2,803 IT decision-makers
Forrester Research, Enterprise Mobility Momentum Heats Up In 2010, June 21, 2010
Sources: Forrester Research, Insights for CIOs: Make Mobility Standard Business Practice Forrsights, Budgets and Priorities Tracker
Survey, Q2, 2010

IT Support for Smartphones: Even with the significant increase in IT support for personal
devices, 23 percent of workers still report that the primary smartphone they selected and use for Mobile Applications Planned: In 2010, one-third of companies implemented and/or expanded
work at least weekly is unsupported by IT. their mobile application implementation. An additional 30 percent plan to implement mobile
applications in the next 12 months or beyond.



Who Makes the Purchasing Decision? What Are Your Firm’s Plans to Adopt
the Following Mobile Applications?
What Are Your Firm’s Mobilization Plans
For the Following Applications or Processes?
Who Makes the Purchasing Decision?
22% 91%
Purchases made by Email/messaging
business units/departments 21% 93%
with input from IT Personal information
27% 66%
management (PIM)—
calendar and contacts
37% 51%
Purchases made
Instant messaging
solely by IT
27% Enterprise 35%
telephony 48%

Purchases made
15% Customer relationship 29%
solely by individual 16%
management (CRM) 50%
business units/departments 21% Sales force 29%
automation (SFA) 40%

Purchases made 20% Business intelligence 22%

by IT with input from 23% (dashboards) 49%
business units/departments 18% Collaboration 22%
(wikis) 43%
0% 5% 10% 15% 20% 25% 30% 35% 40%
Document 18%
management 48%
Mobile services (voice/data) Mobile applications Mobile phones/smartphones (devices)
Enterprise resource 15%
Base: 317 IT decision-makers management (ERP) 30%
Source: Computerworld, Mobility 2011 Survey
Field force 11%
automation (FFA) 20%

Decision Making Shared: More than 70 percent of mobile application and mobile phone/ Supply chain 11%
management 20%
smartphone buying decisions are shared by business units/departments and IT.
Human 10%
resources (HR) 23%

0% 20% 40% 60% 80% 100%

Currently mobilized and/or
Currently mobilized
will be mobilized–next 12 months
Base: 192 qualified respondents
Source: CIO Strategy Forum Market Pulse, Mobile Technology Strategy and Investments, December 2010

Application Adoption: Business process mobile application adoption lags far behind email and
calendaring in current implementations, and planned projects are customer-facing and business



U. S. Mobile Enterprise Application Market, What Are the Three Primary Metrics Your
Satisfaction by Application (2010)
Premium Mobile Enterprise Application Market,
Organization Uses to Measure the ROI
for Your Application?
What are the Three Primary Metrics your Organization Uses
by Application (2010)
to Measure the ROI for your Application?
Mobile workforce
Rank Mobile Mobile workforce Next-gen fleet Mobile sales force
Mobile sales force management
office management management automation
4% 3% Increased user Increased Improved worker Reduced
7% 1 productivity customer satisfaction response times paperwork
37% 39% Reduced Reduced labor More accurate Increased
2 paperwork expense billing sales
Increased Higher job Less employee Increased
3 revenues completion rates overtime customer satisfaction
47% 51% Decreased Reduced Higher job Faster overall
4 expense paperwork completion rates sales process
Increased Improved competitive Reduced Increased
customer satisfaction advantage paperwork sales visits
Next-gen fleet Less employee Improved field service Improved competitive Improved competitive
management overtime response times advantage advantage
Mobile office
Source: Frost & Sullivan, Adoption of Premium Mobile Enterprise Applications—The U.S. Perspective in 2010 (9838-65)
7% 3%
8% 10%
33% By the Numbers: Organizations are using return-on-investment metrics specific to the mobile
34% application being deployed.

51% 54%

Very satisfied Satisfied Dissatisfied Neutral

Source: Frost & Sullivan, Adoption of Premium Mobile Enterprise Applications—The U.S. Perspective in 2010 (9838-65)

Satisfaction Is High: The vast majority of mobile enterprise application users are either
“Very satisfied” or “Satisfied” with their mobile solutions. Responses are similar even across
different types of applications.



What Benefits, If Any, Has Your Firm How Does Your Firm Acquire and Develop
Experienced as a Result of Deploying Mobile Applications for Mobile Devices,
Mobile Applications?
What Benefits, if any, Has Your Firm Experienced
as a Result of Deploying Mobile Applications? Excluding Laptops?
How Does Your Firm Acquire and Develop Mobile Applications
for Mobile Devices, Excluding Laptops?
Increased worker productivity 75%

Increased employee responsiveness and 65% 40% 42%

decision-making speed
Resolved customer issues faster 48%
30% 31%
Resolved internal IT issues faster 48%
Improved customer satisfaction 42% 24%
20% 22%
Reduced sales cycle time 16%

Reduced personnel costs 16% 10%

Reduced fuel, gas or fleet 15%
maintenance cost
Competitive differentiation 14% Custom Develop Purchase Use mobile Purchase via
applications in-house, mobile extension of a mobile
Increased sales revenues 14% developed by “homegrown,” applications existing service
third party or on purchased from an packaged provider
Improved brand perception 10%
mobile middleware application application portal site
Reduced inventory costs 6%
platform store from the vendor
Base: 1,009 North American and European enterprise and SMB network and
0% 10% 20% 30% 40% 50% 60% 70% 80% telecom professionals
Source: Forrester Research, Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2010
Base: 2,247 network and telecom decision-makers NOTE: Respondents were permitted to select multiple options, and totals may not equal 100 percent.
Source: Forrester Research, Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2010
Forrester Research, Insights For CIOs: Make Mobility Standard Business Practice, September 3, 2010
Acquisition and Development Preferences: Custom-developed (third-party, systems
Benefits Realized: Organizations that have deployed mobile applications report increases in integrators, in-house and mobile enterprise applications platform) applications still dominate
worker productivity and efficiency, faster internal and customer-facing issue resolution, and the market for new applications, although the number of packaged mobile enterprise applica-
improvements in customer satisfaction. tions is increasing—particularly as the major software suite vendors invest in their mobile



Top Factors Firms Consider When Choosing Percentage of Mobile Programmers Focused on
Which Platforms to Top
Target for Developing for Native and Web
Mobile Applications (Enterprise
Factors Firms Consider When Choosing
Which Developers)
Platforms to Target for Mobile Applications
Percentage of Mobile Programmers
Focused on Developing for Native and Web
(Enterprise Developers)
Availability of tools
Quality of developer program 50%
(specs, support, tools)
Executive mandate
Platform familiarity

Revenue potential 30% 30%

Platform market share
Integration with other 20%
corporate applications
Go-to-market channels 15%
from device manufacturer 10%
Device uses a 0%
preferred technology Native Mobile Mobilizing
Current market excitement device Web Web applications
about platform
applications applications for a phone
0% 20% 40% 60% 80% 100%
Source: Evans Data Corp—Mobile Development Survey, Volume 1, 2010.
Source: Evans Data Corp, Mobile Development Survey, Volume 1, 2010

Platform Considerations: Enterprise mobile application developers are most concerned Native or Web? Native platforms account for more than 55 percent of mobile developers’
about tooling and developer support considerations when selecting which platforms to target— projects. Through 2010, requirements for security and device/application management,
far more than about platform market share or current market excitement. performance demands, availability of tools and standard developer support, cross-platform
support issues around Flash and Silverlight Web technologies, and a maturing set of
distribution channels have maintained focus on development for the native OS platforms.



Mobile Enterprise Applications: Computing Platforms Unit Sales Forecast,

Level of Customization Required, 2010–2014Computing Platforms Unit Shipment Forecast, 2010–2014
Customization Approach
Mobile Enterprise Applications:
Level of Customization Required and Customization Approach

Mobile sales force automation 30% 31% 11% 22% 6%


Next-gen fleet management 23% 44% 11% 17% 4%

Millions of units
Mobile workforce management 29% 34% 10% 21% 6%

Mobile office 32% 38% 7% 19% 4% 800

0% 20% 40% 60% 80% 100% 600

Implemented out of box; Some customization required;
no customization needed handled in-house 400
Significant customization Some customization required;
required; handled in-house hired a third party to provide 200
Significant customization required;
hired a third party to provide 0
2010 2011 2012 2013 2014
Source: Frost & Sullivan Online Survey, March 2010; N=307
Media tablets Smartphones Mobile PC Desktop PC
Customization Requirements: For those applications purchased as packaged mobile Sources: Gartner
Forecast: PCs, All Countries (Annual Data), 3Q10 Update, September 24, 2010
applications, or as extensions to existing packaged applications, around 70 percent require Forecast: Connected Mobile Consumer Electronics, Worldwide, 2008–2014, October 13, 2010
Forecast: Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, August 30, 2010
some level of customization—much of which is handled in-house. Between 11 percent and
17 percent of projects require significant customization.
Tablets Forecast: Smartphones will exceed the total number of desktop and mobile PC
shipments by 2012. Tablets will remain a small portion of the mobile computing platform, and
they are expected to have a significant impact in enterprise mobile computing, as they begin
replacing some ruggedized devices, field laptops and information-worker devices.



Regional Smartphone OS Market Share Forecast

Worldwide Mobile Communications Regional Market Share
North Open
America and WesternOS Mobile
Open OS Sales to End Users
Worldwide Smartphone OS Forecast
Communications Devices
North America
900 100%

Millions of units

500 40%


200 0%
2009 2010 2011 2012 2013 2014
Android RIM iOS Microsoft Symbian MeeGo
Western Europe
2009 2010 2011 2012 2013 2014
CAGR 2010–2014 (%)
Android (53%) RIM (22%) iOS (33%)

Microsoft (28%) Symbian (25%) MeeGo (239%) 60%

Source: Roberta Cozza, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update,
August 30, 2010
Worldwide Mobile Communications Open OS Forecast: Google Android unit sales to end
users surpassed Apple iOS in the first half of 2010 and RIM BlackBerry smartphone unit 20%
sales to end users in the third quarter of 2010. Unit sales are forecast to rival or exceed
Symbian OS shipments by 2014.
2009 2010 2011 2012 2013 2014
Android RIM iOS Microsoft Symbian MeeGo Bada
Source: Roberta Cozza, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update,
August 30, 2010



Regional Smartphone OS Market Share Forecast Regional Smartphone OS Market Share Forecast
Regional Market
Asia PacificShare OpenandOS
and China (-Japan) Latin Mobile
America Regional Market Share
Eastern Europe Open OS
and MEA and Mobile
Communications Devices Communications Devices
Asia Pacific and China (-Japan) Eastern Europe and Middle East and Africa
100% 100%

80% 80%

60% 60%

40% 40%

20% 20%

0% 0%
2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014
Android RIM iOS Microsoft Symbian MeeGo Bada Android RIM iOS Microsoft Symbian MeeGo Bada
Latin America Japan
100% 100%

80% 80%

60% 60%

40% 40%

20% 20%

0% 0%
2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014
Android RIM iOS Microsoft Symbian MeeGo Bada Android RIM iOS Microsoft Symbian Linux/LiMo
Source: Roberta Cozza, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update, Source: Roberta Cozza, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update,
August 30, 2010 August 30, 2010



Which of the Following Factors Which of the Following Factors, if Any,

Generally Influence the Adoption of Have Ever Prevented Your Company
New Mobile Applications at Your Company? From Adopting Mobile Applications?
70% 80%

60% 63% 70% 75%

50% 60%
51% 50%
40% 43% 50% 54%

30% 40%

20% 30%

10% 20% 25%

0% 10%
Cost Productivity Employee Competition Other 2% 8%
savings concerns requests or 0%
needs Security Cost Lack of Other Nothing
fears concerns direct
Base: Sample size of 250 companies with revenues upward of $100M surveyed across the
United States and United Kingdom
Source: Kelton Research, January 2011
Base: Sample size of 250 companies with revenues upward of $100M surveyed across the
United States and United Kingdom
Cost Savings: Saving money is the most popular reason for companies to deploy mobile apps. Source: Kelton Research, January 2011

According to the IT managers surveyed, mobilizing the enterprise appears to be a fiscally

sound strategy. Fear Factor: Enterprises continue to move forward with mobility, but some are struggling
with security.



and develops relevant and creative solutions that every day. Founded in 1998 by Stanford University
are helping clients throughout the world. Ph.D. students Larry Page and Sergey Brin, Google
today is a top Web property in all major global markets.
For more information, visit bluefinsolutions.com Google’s targeted advertising program provides
businesses of all sizes with measurable results,
while enhancing the overall Web experience for
users. Google is headquartered in Silicon Valley with
Accenture is a global management consulting, offices throughout the Americas, Europe and Asia.
technology services and outsourcing company, with Mobility Architects assists organizations and enterprises
approximately 204,000 people serving clients in For more information, visit google.com in realizing the potential of mobile technology. Through
more than 120 countries. Combining unparalleled a visionary and business-focused process, the company
experience, comprehensive capabilities across all creates reliable, scalable and user-friendly solutions.
industries and business functions, and extensive
research on the world’s most successful companies, Backed by more than 10 years of practical experience,
Accenture collaborates with clients to help them Mobility Architects has a unique technical and
become high-performance businesses and govern- commercial knowledge of mobility. The company
ments. The company generated net revenues of The Enterprise Mobility Foundation (EMF) is an has broad competencies and offers advice on all
US$21.6 billion for the fiscal year ended Aug. 31, 2010. independent think tank committed to educating maihiro is a specialist in customer relationship aspects of mobility: strategy and business development,
businesses on workforce mobility and the organization management (CRM) and supports its customers in design of mobile infrastructure, mobile security,
For more information, visit accenture.com behind The Enterprise Mobility Forum—the fastest the areas of marketing, sales and service by providing development of mobile solutions, implementation
growing social network dedicated to enterprise management, process and technology consulting of device management solutions as well as support
mobility. The forum provides a central hub where services—from devising a strategy and designing and training.
people come together to share their experiences and processes through implementation and operations
insights about enterprise mobility by participating in management. The company is a consulting and For more information, visit mobilityarchitects.com
discussions, forums, special interest groups, blogs and implementation partner to Microsoft, Oracle and SAP.
more—all while accessing unbiased, vendor-agnostic
thought leadership. Founded in 2000 by Bernd Hesse, Uwe May and Mark
Roes, the CRM consultancy now employs more than 70
For more information, visit theemf.org people at its headquarters in Ismaning near Munich,
Bluefin Solutions is a dynamic, global technology Germany, and its subsidiary in Vienna, Austria. In 2010,
consultancy that works with clients to achieve maihiro was awarded the Top 100 seal of quality as
greater business performance by optimizing SAP one of Germany’s most innovative midsize companies.
technology. Bluefin Solutions is a leading SAP Motorola is known around the world for innovation in
business and technology consultancy with an maihiro provides consulting services worldwide communications and is focused on advancing the way
established reputation for quality and excellence for to companies from a range of sectors. Customers the world connects. From broadband communications
its service, consultancy approach and delivery. The include 1&1 Internet AG, Al Khaliji Commercial Bank, infrastructure, enterprise mobility and public safety
Bluefin “Business performance with SAP” strategy Audi, austriamicrosystems, Bank für Sozialwirtschaft, solutions to high-definition video and mobile devices,
underpins and builds on the company’s consulting, DEG (KfW Bankengruppe), Europapier, Henkel, Merz Motorola is leading the next wave of innovations that
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Through technology and industry expertise, Bluefin Google’s innovative search technologies connect
Solutions identifies business and technology trends, millions of people around the world with information For more information, visit www.maihiro.com For more information, visit motorola.com



SmartPhones is the market leader for mobile

Research In Motion (RIM), a global leader in wireless solutions, mobile customization and mobile
Orange Business Services, the France Telecom Orange innovation, revolutionized the mobile industry with application development in the Norwegian telecom
branch dedicated to business-to-business (B2B) services, the introduction of the BlackBerry solution in 1999. industry. Working together with partners and
msc mobile is a Sybase partner and ISV that focuses is a leading global integrator of communications Today, BlackBerry products and services are used by suppliers, SmartPhones delivers solutions and
exclusively on the development and implementation solutions for multinational corporations. With the millions of customers around the world to stay services that make a mobile phone a secure, effective
of mobile solutions for SAP. Founded in 2006 by former world’s largest seamless network for voice and data, connected to the people and content that matter and helpful tool. The company offers local qualified
SAP employees, msc mobile implements mobile Orange Business Services reaches 220 countries most throughout their day. Founded in 1984 and consultants and technical support to its customers.
solutions via the Sybase Unwired Platform and and territories with local support in 166. Offering a based in Waterloo, Ontario, RIM operates offices in
NetWeaver Mobile. It offers a number of mobile comprehensive package of communications services North America, Europe, Asia Pacific and Latin America. SmartPhones is a 100 percent owned Telenor company
solutions for SAP customers, including applications covering cloud computing, enterprise mobility, headquartered in Oslo, Norway, and has offices in
for customer relationship management (CRM) sales, machine-to-machine (M2M), security, unified For more information, visit Denmark and Sweden.
travel expenses, time sheets and field service—all communications, videoconferencing and broadband, rim.com or blackberry.com
built on the Sybase technology. Orange Business Services delivers a best-in-class For more information, visit www.smartphones.no
customer experience across a global landscape.
For more information, visit msc-mobile.com Thousands of enterprise customers and 1.4 million
users rely on an Orange Business Services international
platform for communicating and conducting business.

For more information, visit orange-business.com

Swiss1mobile of Horgen, Switzerland, was established

in 1994 from a merger of specialized system vendors.
NEO Business Partners successfully supports SAP Samsung SDS is a world-class ICT services company. The company develops applications for mobile
user companies with innovative mobile solutions in With operations in 13 countries and with 11,700 workflow, mobile processes and mobile workforces
the process areas of customer service, maintenance, RemoteRelief provides Afaria infrastructure, sales, employees, it generated US$3.2 billion in revenues for industry sectors such as healthcare, food
sales and marketing. The aim is to improve the support and services that allow enterprises to take in 2009. The current business comprises Mobile manufacturing, retailing, facilities management,
company’s value creation and competitiveness with full advantage of the vast benefits of mobility today Communications, Consulting, ICT Solution/ security, fashion and pharmaceutical. Swiss1mobile’s
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Editorial Team
Editorial Director: Eric Lai
Editor: Lori Piquet Cleary
Program Manager: Russ Novy
Verizon Communications, headquartered in New York,
Unwired Revolution is an integrator of mobile is a global leader in delivering broadband and other Research Analyst: Stan Stadelman
infrastructure solutions, providing expertise in systems wireless and wireline communications services to Graphic Designer: Margaret Anderson
and tools that are used to secure corporate assets, mass market, business, government and wholesale
remotely manage devices and extend applications to customers. Verizon Wireless operates America’s most Developed and produced with help from BaySide Media, 201 4th St., Ste 305, Oakland, CA 94607
workers who spend significant time away from the reliable wireless network, serving 94.1 million BaySideMedia.com
office. With more than 15 years of experience, Unwired customers nationwide. Verizon also provides
Revolution serves customers nationwide and in a converged communications, information and
All statements in this report attributable to Gartner represent Sybase’s
variety of industries, including utilities, healthcare, entertainment services over America’s most
interpretation of data, research opinion or viewpoints
manufacturing and distribution, and retail. advanced fiber-optic network, and delivers innovative,
seamless business solutions to customers around
published as part of a syndicated subscription service by Gartner, Inc.,
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Veliq, until recently known as VeiligMobiel, was
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founded in 2006 and is headquartered in Barendrecht One Sybase Drive
(Rotterdam), The Netherlands. Since its inception, Dublin, CA 94568-7902
the company designed and implemented managed The people of Yankee Group are the global connectivity U.S.A.
mobility solutions for a variety of clients, including experts–the leading source of insight and counsel 1 800 8SYBASE
the Dutch government, Interpolis, Rabobank, KPMG, trusted by builders, operators and users of connectivity
Getronics and Vodafone. Veliq sells indirectly via solutions for nearly 40 years. We are uniquely focused Sybase.com
leading mobility partners. Veliq’s most important on the evolution of Anywhere connectivity, and chart
proposition is MobiDM, an enterprise managed the pace of technology change and its effect on
mobility proposition in the cloud with Sybase Afaria networks, consumers and enterprises. Headquartered
inside. MobiDM offers superior value by being a pay- in Boston, Yankee Group has a global presence,
as-you-go, self-service, multi-tenant, multi-platform including operations in Europe, the Middle East,
solution that enables new services. MobiDM is Africa, Latin America and Asia Pacific.
being positioned as a managed mobility service.
For more information, visit yankeegroup.com
For more information, visit veliq.com



Regardless of
industry or size,
a mobile enterprise is
a fertile field for
business innovation,
competitive growth
and profitability.
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