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Enterprise

Mobility Guide

2011

How Mobile Apps

and TabletsWill TransformYour 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.

ENTERPRISE MOBILITY GUIDE n 1

ENTERPRISE MOBILTY GUIDE 2011



n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 3

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.

Library of Congress Cataloging-in-Publication Data


Enterprise Mobility Guide2011: How Mobile Apps and Tablets Will Transform Your Business This Year /

edited by Hanna Hurley, Eric Lai and Lori Piquet Cleary.

p. cm.

ISBN 978-0-9832020-1-1

1. Enterprise mobility. 2. Mobile security. 3. Mobile management. 4. Mobile enterprise

applications.

Library of Congress Class and Year: TK5103.2 .H84 2011

Library of Congress Control Number: 2010942354

Printed in the United States of America

Except as permitted under the United States Copyright Act of 1976, no part of this

publication may be reproduced or distributed in any form or by any means, or stored in

a database or retrieval system, without the prior written permission of the publisher.

Mobile applications have entered the enterprise.

Let the transformation begin.n John S. Chen, CEO, Sybase, an SAP Company

Unwiredand UnafraidIt can’t be denied: Enterprise mobility is truly taking off. Powerful smartphonesare becoming omnipresent, while even-more-powerful tablets such as theApple iPad, Android-based Samsung Galaxy Tab and the Research I n Motion(RIM) PlayBook are set to make major inroads this year. Bandwidth is everywhere—and getting faster.

This combination of devices and bandwidth creates the foundation formobile business applications to follow their consumer brethren—and bloom.An increase in the availability of mobile business applications will solve a greatproblem businesses face today: the cost and expertise needed to build custom

mobile applications.

Although they will always remain an important option for larger enterprises,custom applications will begin to take a backseat to less-expensive, packaged,off-the-shelf ones. This shift will kick-start a new phase of widespread deploymentsand rapid growth.

Big changes are on the horizon. Vendors and users have two ways to approachthem: as a crisis to be mitigated, or as an opportunity for transformation. I hopethat this guide can help give you the knowledge to embrace the latter route. n

A MESSAGE FROM THE CEO

http://www.sybase.com/mobilityguide






2011

3 UNWIRED AND UNAFRAIDMobile applications have entered the

enterprise. Let the transformation begin.n JOHN S. CHEN, CEO, SYBASE, AN SAP COMPANY

8 THE MOBILE MAJORITYCompanies that embrace the mobile future will be rewarded on the bottom line.

n RAJ NATHAN, EXECUTIVE VICE PRESIDENT, CHIEF MARKETING OFFICER, SYBASE, AN SAP COMPANY

16 MOBILITY MYTH BUSTERMobility 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?n EUGENE SIGNORINI, VICE PRESIDENT OF ANYWHERE ENTERPRISE, YANKEE GROUP

20 THE DEVICE DIFFERENCEAn aggressive embrace of tablets is transforming how SAP Runs SAP.

n OLIVER BUSSMANN, GLOBAL CIO, SAP

24 AN APP MARKET ALSO RISESMobile apps are taking on hard work in the enterprise. Watch for more—

and soon. n SEAN KAE, EXECUTIVE VICE PRESIDENT FOR MOBILE COMMUNICATIONS, SAMSUNG SDS CO.

28 REALITIES OF A HIGHLY MOBILE WORKFORCEEmployees are no longer contained within an ofce’s four walls. Hello chaos.

n CLIFF CIBELLI, GROUP MANAGER, VERIZON

CONTENTS

THE MOBILITY EFFECT

40 THREE’S A CROWDMultiple applications, operating systems and back-end data sources push

mobile administration and management tasks into the red zone.n GREG JEN KO, PARTNER, GLOBAL LEAD FOR MOBI LE SYSTEMS INTEGRATION, ACCENTURE

44 INTRODUCING GENERATION MYoung workers and their strong afnity for go-anywhere technology are

changing the shape of the enterprise right before our eyes.n IAN THAIN, SENIOR TECHNICAL EVANGELIST, SYBASE, AN SAP COMPANY

48 MOBILITY: THE SECOND WAVEDiscover ve ways that tablets will be different—and even better—than

smartphones. n PHILIPPE WINTHROP, MANAGING DIRECTOR, THE ENTERPRISE MOBILITY FOUNDATION

52 PLANNING FOR THE FUTURETargets for your mobile application investments are everywhere. By knowing

what’s possible you can narrow your sights and maximize business value.n TONY KUEH, SENIOR DIRECTOR OF PRODUCT MANAGEMENT, SYBASE, AN SAP COMPANY

32 MOBILE APPS ADD MUSCLEFrom CRM to authorizations to business intelligence, mobile applications help

organizations better support on-the-go workforces and engage more effectively withcustomers. n NICK BROWN, SENIOR VICE PRESIDENT, STRATEGY, MOBILE APPLICATIONS GROUP, SAP

MOBILE ECOSYSTEM @ WORK

TRANSFORMATION OF THE ENTERPRISE

58 COOPERATION BREEDS SUCCESSThe mobile marketplace is an ecosystem. Choose partners that embrace

collaboration. n DAN ORTEGA, SENIOR DIRECTOR OF MOBILITY PRODUCTS, SYBASE, AN SAP COMPANY

62 IN THE APPS UNIVERSE, SIMPLICITY RULESFor application providers, executing the right features

with a simple, effective user experience is key.n JENS BEIER, CO-FOUNDER AND MANAGING DIRECTOR, NEO BUSINESS PARTNERS

n STEFAN CHRISTEN, CEO, SWISS1MOBILE AG

n BRIAN FARRINGTON, DIRECTOR, MOBILE APPLICATION SERVICES,

UNWIRED REVOLUTION

n ALEXANDER ILG, FOUNDER AND MANAGING DIRECTOR, MSC MOBILE

n ANKUR MATHUR, MOBILE PRACTICE LEAD, UK, ACCENTURE

n UWE MAY, CO-FOUNDER AND MANAGING DIRECTOR, MAIHIRO

n STEFFEN SCHWARK, ENTERPRISE MOBILITY LEAD, BLUEFIN




2011

CONTENTS

MOBILE ENTERPRISE BEST PRACTICES


67 MORE CHANGE AHEAD FOR DEVICESWith tablets taking off, executives agree that change is the one constant

in the device marketplace.n JEFF MCDOWELL, SENIOR VICE PRESIDENT, ENTERPRISE AND PLATFORM MARKETING, RESEARCH IN MOTION (RIM)

n MAYUR KAMAT, ENTERPRISE MOBILE PRODUCT MANAGER, GOOGLE

n RICK BYLINA, PRODUCT MARKETING CONSULTANT, MOTOROLA

70 MANAGED SERVICES: FASTER DEPLOYMENTSSecurity concerns and platform complexity are driving enterprises of every

size to consider an outsourced approach to mobile device management.n ALEX BAUSCH, CEO AND FOUNDER, VELIQ

n JORGE CHAUCA, MARKETING SOLUTIONS MANAGER, ORANGE BUSINESS SERVICES

n GABY GROFF-JENSEN, SALES AND MARKETING DIRECTOR, SMARTPHONES TELECOM AS

n SØREN LINDE, PARTNER, MOBILITY ARCHITECTS

n JEFF PACK, PRESIDENT, REMOTERELIEF

74 PROTECTING THE ROIIT shakes a costs-center heritage by

mixing technology and business in the mobileenterprise.n

DAN MAHOWALD, VICE PRESIDENT OF MOBILITY, SAP

78 MOBILITY ACCOMPLISHEDU.S. Air Force keeps troops combat ready

by improving supply-chain and logistics processes.

80 MOBILE LOCKDOWNSmartphones and tablets are becoming

more prevalent in the enterprise. Don’t let thembe a security hazard.n JOE OWEN, VICE PRESIDENT OF ENGINEERING,

SYBASE, AN SAP COMPANY

84 CAN COMPLIANCEAND MOBILITY COMMINGLE?

For organizations in highly regulated industries,the juxtaposition of security mandates andmobile devices jangles nerves.n JEFF PACK, PRESIDENT, REMOTERELIEF

86 GETTING PHYSICALKindred Healthcare improves opera-

tional efciencies and revenue management withmore accurate billing and better reporting.

88 THE SWEET SMELL OF SUCCESSFaster, easier direct-to-store delivery

helps Tasty Baking savor more prots.

90 MOBILITY FROM A CLOUDNeed mobility now? Cloud services are a fast, low-cost path to mobilizing

the enterprise. n TERRY STEPIEN, PRESIDENT, SYBASE IANYWHERE

92 MOBILITY SERVICE CALLCompanies opt for managed services to decrease up-front investment and

maintenance costs. MobiDM morphs SaaS into MaaS.

94 EMPLOYEES ARE CHANGINGTHE SPEED OF BUSINESS

Market research highlights mobile activity in2010 and trends to watch in 2011.n STAN STADELMAN, MOBILITY PRODUCT MANAGER,

SYBASE, AN SAP COMPANY

118 COMPANY INDEX

MARKET DATA




Companies that embrace

the mobile future will be rewarded

on the bottom line.

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-speedInternet connections, smartphones, tablets and other portabledevices put a wealth of services and information at users’ ngertips.Not surprisingly, these users want the same convenience and dataaccessibility they enjoy at home and everywhereelse to work for them in the ofce as well.

“Work” is the right word for what these devicescan do. Of organizations that allow employeesto use personal mobile devices for business, 65percent report greater productivity, according toa recent study by IDG. Such improvements inproductivity are quickly driving down the totalcost of ownership (TCO) for mobile initiatives.

As a result, mobilizing the enterprise is animperative for businesses in 2011. Regardless of

The MobileMajority

Dr. Raj NathanExecutive Vice President,

Chief Marketing Ofcer,







industry or size, a mobile enterprise is a fertilefield for business innovation, competitivegrowth and profitability.

Data Efciency PaysIf the median Fortune 1000 business increasedthe usability of its data by just 10 percent, itcould realize a $2.01 billion annual revenueincrease, found a 2010 study by the Universityof Texas at Austin. A pharmaceutical company

with 36,000 employees and sales of $388,000per employee could increase sales per employeeby nearly $56,000—a 14.4 percent increase.

Such top-line improvements don’t come solelyfrom investments such as mobilizing corporateemail. Enterprises must be willing to dedicatesignificant resources to a broad enterprise

strategy that extends theirdata and applications tomobile devices. The goodnews? Usage of companydata assets can improvedramatically, as can thecompany’s bottom l ine.

For mobility leaders,mobile customer relationship

management (CRM) is ano-brainer; arming a salesforce with a mobile versionof its most valuable tool andproviding a direct link tobetter customer service andhigher productivity doesn’teven warrant debate.

For them a better question is:What else can we mobilize?

Forward-looking organizationsare considering mobileinitiatives that leverage data

assets, increase employeeproductivity and improve thebottom line. Target end-usersinclude executive and middlemanagement, field servicedelivery and repair technicians,sales, operations, marketingand customer service.

It isn’t just a case of fascinationwith the latest technology.

Powerful, game-changing business driversare inspiring enterprises around the globe tointegrate mobility into their core IT supportstrategy. These drivers include:

n Fast return on investment (ROI)n

Increased employee productivityn Desire to interact directly with the

customern Ability to attract the best of upcoming

talent from the universitiesn More reliance on mobile information

workers and teleworkers

Companies that have already mobilized aggressivelyhave boosted employee collaboration andproductivity, real-time access to critical business

By the End of 2011, How Many Different Mobile Platforms orOperating Systems Will Your Company Be Supporting?

Base: Sample size of 250 companies with revenues upward of $100 million surveyed acrossthe United States and United Kingdom

Source: Kelton Research, January 2011

1 to 4

None

5 to 19

20 or more

8%

30%

58%

4%

Diversity Rules: Nearly our out o ten (38 percent) o enterprises expect to support fve or

more mobile platorms or operating systems.

During the Next 12 Months, How Many New Mobile ApplicationsDo You Expect Your Company to Implement?

Base: *Sample size of 226 companies with revenues upward of $100 million surveyed acrossthe United States and United Kingdom

Source: Kelton Research, January 2011*Of those who expressed an interest to implement mobile applications in the next 12 months

1 to 4

None

5 to 19

20 or more

21%

44%

27%

10%

Apps Take Of: According to respondents, two-thirds (65 percent) said they will deploy fve or

more mobile apps this year. Another 21 percent are deploying 20 or more mobile apps.





Regardless of

industry or size,

a mobile enterprise

is a fertile field for

business innovation,

competitive growth

and profitab ility.

information and employee satisfaction. They’vealso reduced costs and the time to make decisionswhile improving customer satisfaction.

Fast Action, Improved ROIAs task workers and information workers adoptmobile device technology in a massive wave,the ROI of mobile investments will continue toaccelerate. There are many reasons, but the keyone is higher employee productivity.

Users cannot be effective in their roles if they must wait until they’ve returned to their

desks—or even their laptops—before they can makea decision, provide an approval or give managerialguidance and feedback. In the modern enterprise,there is zero tolerance for unnecessary delays.

The ability to respond to requests in real timeincreases efficiency, improves data accuracyand availability, allows sales reps to spend moretime selling and reduces business operationscosts. And the benefits extend to every industryand most job functions.

Today, enhanced productivityfueled by mobile applications isenjoyed by managers, sales reps,customer service agents,field service technicians,retail associates, warehousemanagers and many more.Revenues for mobile patient-monitoring applications alonewill reach $1.9 billion by 2014,

predicts Juniper Research.

The common thread?Immediate data input. Fastresponse will result in moreservice level agreements(SLAs) met, more customerssatisfied and more productmoved without waste.

Contributing factors tothe high ROI of enterprisemobility include:

n Increased customer andbusiness partner satisfaction

n Reduced sales cyclesn

Streamlined workow withadded visibilityn Increased productivity and

efcienciesn Reduced operational costsn Improved data collection and

accuracy

The next step is to enableeveryone in the enterprise withsimilar tools to drive efciency.

End-User DrivenMuch of the U.S. workforcealready uses personal mobiledevices for business. Accordingto Forrester Research:

n 57 percent use their device tomake work-related phone calls.

n 48 percent use it to checkwork email.

n 42 percent use it to searchthe Internet or an intranet forwork-related information.

These uses are just the tip of the iceberg, but they illustratehow mobile computing is sovital that information workerswill pursue it even in theabsence of corporate support.

When ungoverned, mobile userscan expose the organizationto risk and threaten existingapplication investments. Butwhen governed appropriately,workplace use of consumer-

oriented smartphones andtablets can help employeesget more done and heightenmorale in the process.

The importance of raisingmorale should not be under-estimated. An IDG survey foundthat 61 percent of companiesthat let employees use personalmobile devices at work report

Forward-looking

organizations

are considering

mobile initiatives

that leverage

data assets,

increase employee

productivity

and improve the

bottom line.

The Arrival o SuperPhonesIf you think keeping powerful mobile devices

such as the Apple iPhone and Motorola Droid

out of the enterprise is a losing battle now, brace

yourself. It’s only going to get harder, mobility

experts warn. By the end of 2010, manufacturers

introduced more than 60 new smartphones

based on Google’s Android operating system

alone, as well as a number of new smartphones

designed to work on 4G wireless networks.

Meanwhile, a slew of must-have features are on

the way, ranging from mobile payment systems

that turn your smartphone into a credit card to

location-based services that help co-workers

nd each other in or out of the ofce.

Clearly, companies can expect to nd more

smartphones in the ofce well into the future.





higher employee satisfaction. Conversely,organizations that don’t permit enterprise useof personally owned devices can alienate currentand potential employees.

Younger, more tech-savvy professionals—oftenreferred to as “Millennials”—have grown up on

mobile phones and social media.Organizations that ignoretheir deep affinity for mobilecomputing do so with risk.

“You’re going to have anegative backlash and endup becoming a company thatpeople don’t want to work for,”notes Zeus Kerravala, a senior

vice president and mobilityexpert at Yankee Group.Eventually, organizations thatcan’t or won’t accommodatethese users’ needs will missout on top young talent andfall even further behind moremobile-savvy competitors.

The good news: Companiesthat want to aggressively makeuse of employees’ personal mobiledevices to enrich businessefciency and protability arevery unlikely to experienceresistance among users.

UbiquityBreeds OpportunityThe opportunity for employersto embrace mobile technologyto positively differentiate them-selves exists today, in large part,because of the near-ubiquitouspresence of mobile devicesacross their organizations already.Though unorganized, the devicesare there to be leveraged, and

the device owners are eagerlyonboard. All it takes is forexecutive and IT leadership todene the path forward to takeadvantage of the vast businesspotential that lies therein.

One cost-effective way to jump on the mobile band-wagon is to adopt a “bring yourown” policy. Organizations canencourage personal device usein the ofce and perhaps offer atechnology stipend to employeesto spend on laptops, smartphones,tablets or carrier fees.

This strategy allows companiesto support employee mobilitywithout picking up the entiretab. Even letting workersexpense business-relatedvoice and data fees is a start.Ultimately, employees whopurchase their own devices havehigher morale and yield signicantsavings for the company incapital expenditures.

But you don’t have to formalize such a policy tobegin leveraging the potential of your smartphoneinstalled base. The fact that you don’t own thedevices should not prevent you from thinking of them as corporate assets. The sooner you canchange your corporate culture to match today’smobile zeitgeist, the faster you will see theresults—signicant results—on the bottom line.

Changing with the TimesSmartphones and tablets are quickly becomingthe information worker’s most valuable tools.While no one is predicting they will replacedesktops and laptops, mobile devices are takingover a huge part of their workload. Best of all,they are available right now, at users’ desksacross the globe, waiting to be enlisted for

business. Businesses that embrace that fact willbe the rst to reap the rewards that come withhaving a happier, more productive workforce. n

As executive vice president and the company’s chie marketing ofcer, Dr. Raj Nathan is responsible or all marketing initiatives or Sybase. Under his leadership, Sybase continues to be known or visionary technologies that meet the direct needso customers and partners.

Fast Action RewardedYou may feel you’re not ready to embraceenterprise mobility. You can always take it up

later, but be aware of the risks of waiting:

Increased IT disorganization. Mobile users will

improvise with off-the-shelf applications that

could pose a threat later to the application

investments you’ve already made and cause deep

disorganization in your enterprise data. With no

automated encryption of business-related data,

these devices pose a security risk should they be

lost or stolen.

Waning employee satisfaction. Your workforce

will view a lack of mobile support as a reproach.

You risk your reputation, becoming an employer

whose inability to “get” the mobile space is

symptomatic of being more generally out of touch. Once the damage is done, such reputa-

tion deation will be difcult to redress later.

Stagnating IT skills. The longer you wait to

develop mobile versions of your corporate

applications, the more you will need to pay later

to hire skilled mobile professionals. Meanwhile,

the skills of your developers will not keep pace

with technology advancements.

As task workers and information workers

adopt mobile device technology

in a massive wave,

the ROI of mobile investments

will continue to accelerate.





Mobility Myth Buster

Mobile device management is morphingfrom a nice-to-have to a must-have. Fortunately,device management is getting both more powerful,and—with the rise of hosted options such asmanaged mobility—much easier and less expensiveto deploy. To learn more, we sat down with EugeneSignorini, a longtime mobile industry analyst withYankee Group.

Sybase: How does the trend of “bring your own”or individually liable devices affect howcorporations select mobile device managementservices or software?

Yankee Group: When it comes to smartphones,

personally acquired and individually liable deviceshave become the norm, rather than the exceptionto the rule. According to our 2010 survey, almost60 percent of users brought their own deviceto work. IT leaders aren’t blind to this reality.Already, the decisions are largely in the handsof users themselves.

This represents a change for IT, which has beenaccustomed to a top-down, centrally controlledmodel. Moving to a model that incorporates

personally liable devices addsdiversity and complexity. Itwill require a specic set of management tools to assistin device provisioning anddeployment, development anddelivery of applications, andpolicy and security management.

Sybase: How important is it forend users to choose a mobiledevice management platform thatoffers a broad range of capabilities?

Yankee Group: For mostcompanies today, the mostpressing need is to securesensitive data on devices.These companies need the

Eugene SignoriniVice President of

Anywhere Enterprise,

Yankee Group

capability to impose securitypolicies on mobile devices,such as password enforcement,as well as the ability to remotely

wipe data from a device thathas been lost or stolen.

However, as mission-criticalapplications are developedand deployed on smartphonesand other mobile devices,greater functionality will berequired from a mobile devicemanagement platform. Theability to rapidly provision and

image devices, deploy and manage applications,have control over device functions (such ascamera and external storage usage) and gainvisibility into actual device usage will all become

must-have components of a truly robust mobiledevice management offering.

Sybase: How popular will managed mobility bein 2011?

Yankee Group: Managed mobility is gainingmomentum and will play a more signicant role inenterprises during the next three years. This is dueto a number of converging trends driving a morestrategic approach to mobility among enterprises

Elements of Managed Mobility

Source: Yankee Group, 2010 Enterprise Mobility I T Decision-Maker Survey,December 2010 (N=205)

Marketleadership

Telecom expensemanagement

Connectivitymanagement

Mobile devicemanagement

Securitymanagement

Applicationmanagement

Customersatisfaction

Productivity

Production

Efficiency

Cost

I m m

e d i a t e

c o s t s

a v i n g

s t o s t r

a t e g i c

a p p l i c

a t i o n

s

Mobility Multitasking: An integrated solution that addresses all the disparate elements o

managed mobility can deliver s ignifcant strategic business value.

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?





and IT leaders. One key trend is that the U.S. mobileworkforce (those who spend more than 20 percentof their time away from their desk) will grow tonearly 44.5 million workers in 2018. This expectationis due to corporate HR policies that encourage orallow working outside of the ofce.

A second key factor is evolving IT and businessleader attitudes toward mobility initiatives, now

that organizations are realizing the productivitygains from having mobile access to applications assimple as email.

Employee preferences will play a key role,too. Now that 31 percent of employees havesmartphones—less than half of which are paidfor by the employees’ companies—IT managersfeel compelled to determine how they canextract more value from these powerful mobilecomputing platforms.

And nally, mobile technologyenhancements across the boardare dramatically changing thelandscape. For example, therewill be almost 10 million wirelessbroadband modems in the UnitedStates by the end of this year, inaddition to new connected devicessuch as tablets. Mobile broadband

such as 4G adds complexitybecause employees now send,receive and store huge amountsof sensitive data. Enterprisesrecognize the need for a moreholistic mobile managementstrategy to cope with the addedcomplexity of managing connectedlaptops, tablets and smartphones.

Sybase: What aspects of managed

mobility should enterprisesbe following?

Yankee Group: Managed mobilityencompasses several components—from telecom expense managementand connectivity management,to mobile device management,security management andapplication management.

Ultimately, there will besignicant value for enterprisesin pulling these componentstogether into an integratedsolution or platform.

But the most pressing piece of the managed mobility puzzle ismobile device management. Asurvey we conducted in 2010shows that business leaders believethat 57 percent of employees willuse a smartphone for work bythe end of 2011. The same surveyshows that IT leaders believe thattablet deployments, althoughsmall today, will double in two

years. And smartphone operatingsystem diversity has become areality within enterprises. This isforcing businesses to think morestrategically about managing allof these devices.

Sybase: What are the mostimportant recommendationsthat you offer to enterprisesthat are considering whether to

embrace the behind the rewall or the managedservice route for mobile management?

Yankee Group: Enterprises really need to considerwhether they have the appropriate resources todedicate to mobility initiatives before determiningwhether to implement these solutions behind therewall or as a managed service. For enterprises thatare already outsourcing other IT support services,such as IT help desk and laptop support, the managedservices route probably makes the most sense forsmartphone initiatives as well. Even those businessesthat handle much of their existing support in-housemay discover that mobility adds too great a degreeof complexity, and they may want to consider amanaged service, at least as a starting point.n

Eugene Signorini is a vice president o Yankee Group’s Anywhere Enterprise research group, with expertise in enterprise mobility.Signorini has more than 16 years o wirelessindustry experience, and prior to Yankee Group heworked in various operations, project management,and sales and service roles within MCI WorldCom’swireless resale organization and its predecessor,Nationwide Cellular Service.

The most pressing

piece of the

managed mobility

puzzle is

mobile device

management.

What Percentage of Smartphone Users Within Your OrganizationWould You Estimate Have Acquired and Pay for Their Devices in the Following Way?

Corporate-liable subscriptions

Corporate-sponsored subscriptions

Individually liable

Base: Asked to those who indicate current workforce with smartphones

Source: Yankee Group, 2010 Enterprise Mobility I T Decision-Maker Survey,December 2010 (N=205)

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

29%

14%

58%

Average percentage

Employee Choice: A large majority o smartphones used or business are selected and acquired

by their individual owners.




Oliver BussmannGlobal CIO,

SAP

conrmed early on that the iPad was a fantastic

tool, not a toy.

Our executives and salespeople get real-timeaccess to corporate data on their iPads via theirSAP BusinessObjects BI dashboards. Others areusing their iPads as virtual private network(VPN)-enabled clients to our server applications.

Still other employees are using their iPads foremail or social media. In my case, I am a big fan of Twitter. I nd the iPad the best way to use Twitter

Unwiring the enterprise can pay huge dividends for workersand the corporate bottom line. I’ve seen rsthand proof of that.Since joining SAP as global CIO in late 2009, I have made mobileadoption one of the cornerstones of our SAP Runs SAP strategy.

We deployed our rst Apple iPad within a month of its release,and we never stopped. As of the beginning of 2011, we had rolledout more than 2,500 iPad tablets to our employees, making SAP oneof the fastest corporate adopters in the world. Why? Because we

The DeviceDiference

An aggressive embrace

of tablets is transforming

how SAP Runs SAP.






of the global workforce, according to a 2009report from IDC. A very large percentage of theseworkers will be avid smartphone or tablet users.

Passion for mobile computing is changingnot just the way IT must think about corporate

data delivery. It is changing the profile of theglobal workforce, and enterprises must adaptevery aspect of their corporate policies tokeep up. n

Oliver Bussmann is the global CIO at SAP.He has more than 20 years o experience inIT management at companies including Allianz Group, Deutsche Bank and IBM. Follow him on Twitter @sapcio.

and old-school phones to thecurb. So have our customers.

At telecom equipment makerTellabs, for example, shipmentapprovals on SAP software canbe dispatched on an iPad in abouta third of the time it takes on alaptop computer.

Prepare or the Arrivalo the Digital NativesBut many other businessescontinue to procrastinate onmobility. A 2011 study by KeltonResearch found that securityfears had caused 75 percentof enterprises to delay rollingout mobile apps at one time oranother, while cost concerns had

caused 54 percent of businessesto hold off.

These stats are not surprising.Many other technologies thatgrew from the bottom up,including PCs and PalmPilotdevices, initially were greeted withrestrained hostility. But what atrst seemed threatening quicklybecame a business essential.

when I have bite-size chunks of free time such asin between meetings.

Drinking Our Own ChampagneBesides the productivity gains that we seeemployees experiencing, SAP has also divedheadrst into mobility because we want to be arole model for innovation for SAP’s 43,000 globalcustomers. Not only do we want to take the leadand “drink our own champagne,” but we also wantto share our learnings as widely as possible.

At SAP, we believe strongly in device agnosticism.Employees bring in their own expectations. Lifestylebecomes work style. So we continue to be a hugeBlackBerry shop even as we roll out iPhones andiPads, Android devices such as the Samsung GalaxyTab and new Research In Motion (RIM) devices suchas the BlackBerry PlayBook tablet.

It’s not just SAP that has experienced rsthandthe productivity improvements that throw laptops

Young professionals—alsoknown as “digital natives”—are entering the workforceas fully indoctrinated mobiledevice multitaskers. Do notexpect them to work without

a smartphone or similar deviceat hand. These employees willwant to use the best tool for the job, and rightly so. Beginningimmediately, attracting youngtalent requires a mobile-savvyenterprise.

The worldwide mobileworker population will reach1.2 billion in 2013—35 percent

22%

34%

21%

23%

Base: 1,009 executives from enterprises in North America and Europe

Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010

It is a device I selected from mycompany’s approved/supported listand my company purchased, 22%

It is a device my companyissued to me, 34%

It is a device I selected and purchased thatmy company hasn’t said it supports, 23%

It is a device I selected and purchased frommy company’s approved/supported list, 21%

Smartphones’ Arrival in the Workplace

The unsupported: Almost one-quarter o inormation workers are already bringing a personal

mobile device to work, despite lack o corporate support.

Employees bring in

their own expectations.

Lifestyle becomes

work style.




Sean KaeExecutive Vice President for

Mobile Communications,

Samsung SDS Co.

There’s no doubt that enterprises are adopting mobility. Forinstance, businesses will buy about 10 million tablets in 2011, accordingto Deloitte. Meanwhile, a much larger but untold number of personallyowned smartphones and tablets will be brought to work by employees.

But what then, ask skeptics, who argue that a scarcity of seriousmobile business apps means that even as companies findthemselves awash in smartphones and tablets, the devices remainless of a tool and more of a trinket.

While that argument may have once heldwater, it’s no longer true. “Wireless apps aren’t just about slingshotting birds or drinking virtualbeers anymore,” noted The Wall Street Journal inOctober 2010. “Mainstream business tasks fromsales and marketing to customer service andconsumer research are quickly making their wayfrom desktops to smartphones.”

The Journal cited companies such as insurerAac Inc., which offers a dozen different smartphone

An App Market Also Rises

Mobile business apps are

taking on hard work in the enterprise.

Watch for more—and soon.




ENTERPRISE MOBILITY GUIDE n 276 n SYBASE 2011


apps to its 70,000 sales employees for accessingcustomer, claims or policy information on theroad, and Life Technologies Corp., a biotechnologytools maker that has armed 400 sales and seniorexecutives with Apple iPad tablets and an appenabling them to visually mine and analyze salesdata on their tablets.

Still think these mobile adopters are the exception,not the rule? According to a Kelton Research studyfrom January 2011, 65 percent of U.S. and U.K.companies plan to deploy ve or more mobile apps

this year. One-third of those rms (21 percent of overall)expect to deploy 20 or more mobile apps this year.

Why are companies accelerating their embrace of business apps? For sure, it’s demand from workersseeking more convenient, more real-time tools. Butanother huge factor is that the supply of mobiledevices in enterprises has hit a critical mass.

That means companies that had been forced tobuild their own mobile apps and extensions at a high

cost in terms of money and

time can now increasinglynd off-the-shelf appscreated by developers.

It’s a cycle familiar toanyone who remembershow the shift from customenterprise server apps topackaged ones in the early1990s caused that marketto grow significantly.

Similarly, as the mobilebusiness app market shiftsfrom predominantly customto packaged deployment,the average price of these

apps will drop—fast. Thatwill shorten the time forcompanies to deploy apps,as well as earn a return oninvestment (ROI) on them.That also makes these appsmuch more affordable to abroader swath of companies,taking the market into a highgrowth stage. Frost & Sullivanpredicts that the North American

market for mobile enterprise appswill grow to $10.87 billion in 2015.

The moral? Companies thathave put off deploying mobileapps, despite their businessbenets, will soon have noexcuse. Those who continue to

stay put will one day look up and realize theyare miles behind their competitors, with noopportunity to catch up. n

Sean Kae is head o the M obile Communications(MC) division at Samsung SDS. He is responsible or SDS’ unifed communications, mobile services andembedded sotware development businesses.

Facebook + Business = InnovationIf you think Facebook and business don’t mix, you may be in for a su rprise. In a 2009 IDG

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.

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

applications to rely instead on custom-developed mobile applications that support

these features.

How do these tools improve the efciency of business?

n On-the-spot information networking: During meetings, employees can tag a

question to nd a subject matter expert and immediately involve that person in the

conversation.

n Better downtime utilization: By coupling the device’s GPS to the company’s customer

relationship management (CRM) system, executive and sales teams can locate nearby

customers to visit while in between scheduled appointments.

n More collaboration and customer interaction: Facebook and wikis improve idea

generation and offer searchable archives of past conversations that can vastly improve

the planning and design stage of any business initiative.

n Collecting competitive intelligence: Sales and marketing staff can use device cameras

to snap pictures of billboards, magazines and other advertisements, which can be

added to records within the CRM database.

Organizations that say “yes” to social networking, cameras, GPS and other mobile device

tools are sure to spark innovation and generate higher revenue.

The supply of

mobile devices

in enterprises

has hit a

critical mass.





Realities o a Highly Mobile Workorce

When it comes to managing smartphonesor tablets, forget everything you know aboutmanaging PCs. That’s because the majority of PCs are accessible to IT around the clock. Needto install a service pack on a new desktop? Nosweat—for IT, it’s usually just a short elevatorride away.

Mobile devices, on the other hand, can beunavailable for many reasons. They can be lost orstolen, locked in an unresponsive state or stuck ina carrier’s dead zone. It’s much more challengingto maintain data integrity on remote devices.

It’s also more challenging to recongure themwhen standards change, to administer software

patches and to simply keep track of them. ITmust physically collect devices and upgradethem one by one. The cost of IT resources andshipping and the loss of eld worker productivityadds up. Unless your company is very small, you’llneed to nd a better way—and a mobile devicemanagement solution can offer the answer.

Freedom o ChoiceFor years, organizations tried to control costs bystandardizing on a few devices. Those controls

have been decimated by theinvasion of Apple iPhones,Android devices and more,despite lingering security andmanageability concerns. The“consumerization of IT” andits freedom of choice havecompounded the problem withthe push to allow employee-

liable devices to access thecorporate infrastructure.

Platform proliferation hascreated another complication:coordinating a myriad of services and applications.Management knew it had tostrike a new balance betweenwhat users wanted and whatIT could efficiently support.

Employees are no longer contained within an ofce’s four walls.

Hello chaos.

Historically, IT manageddifferent components viapoint products. Now, ITorganizations are choosinga platform approach.

A unied mobile managementplatform provides all thetechnology, processes andprocedures to provision devices,

track hardware inventory andsoftware licensing, and manageapplication and data access.It also allows enterprises toembrace mobile device trendswithout compromising security.And it does so using a centralizedmanagement console with asingle, integrated interface.

A mobile device managementsolution can perform all of thefollowing tasks remotely:

n Distribution of software andupdates

n Distribution of information

and contentn Tracking of assets, hardware

and software inventoryn Management of operating

system and software patchesn Tracking of software license

compliancen Conguration updatesn Remote backup and

restoration of datan Over-the-air data encryption

n Antivirus and rewall protectionn Remote device kill and data deletion for lost or

stolen devices

Control Costs withSel-Service ManagementBaloise Insurance, for example, chose a mobilemanagement platform that can administer a rangeof smartphone devices from a centralized console.The platform also offers self-service registrationand updates of mobile devices for employees.

As a result, 90 percent of iPhone users require noIT support at all. In addition, the number of calls tothe help desk dropped by more than 50 percent.

“Our employees appreciate that the mobilemanagement platform is very easy to use andextremely reliable,” says Marc Baier, Baloise Insurance’sdirector of collaboration and workplace services.“We’ve been able to dramatically reduce our IT supportcosts while greatly enhancing user satisfaction.”

Alternate Pathsto Mobile ManagementUntil recently, companies seeking mobilemanagement solutions had only one option:

Cliff CibelliGroup Manager,

Enterprise Mobility,

Verizon

Now,

IT organizations

are choosing

a platform

approach.

8 n SYBASE 2011



0 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 31


server-based software. Whilethat gives companies a lot of control, it can be difcult forsome companies to set up,complicated to manage andcostly to start.

Enter the cloud. Managedmobility software as a serviceis a simpler, more efcient and

cost-effective option for manycompanies and can shorten theimplementation cycle as well. Italso democratizes sophisticatedmobile device managementthe same way salesforce.commade powerful customerrelationship management (CRM)tools available to one-personstartups.

Moreover, the best managedmobility services, such asVerizon’s Managed Mobility, offerthe same powerful features of their software brethren. Theseinclude device management

and security, logistics, telecomexpense management, andapplication development andmanagement—while takingall of the complexity out of users’ hands

As Yankee Group analystEugene Signorini writes in“Mobility Myth Buster” (page 16),“For enterprises that are already

outsourcing other IT supportservices, such as IT help desk andlaptop support, the managedservices route probably makesthe most sense for smartphoneinitiatives as well.”

Whatever path you pick, thedestination—a real, uniedmobile management platform—will allow you and yourorganization to change yourmind-set: viewing smartphone

innovation as an opportunityrather than a threat. Insulatingthe organization againstmobile management inflationmay be the best thing youcan do in 2011 for the futureof your business. n

A 30-year communicationsindustry veteran, Cli Cibellicurrently is a group manager

o product management and development or Verizon. Cibelli’s portolio includes ManagedMobility, a lie-cycle wireless expense and devicemanagement service; Mobile Services Enablement Platorm, or developing and deploying enterprise-

wide applications; and Enterprise Mobility asa Service, a cloud-based solution to helpon-the-go workers quickly and securely accesstheir corporate networks.

Prior to January 2006, Cibelli served as the senior product manager o managed network services or MCI. Beore that, he was the director or global solutions bid management. Cibelli hasalso held strategic planning and technicalconsulting and training positions.

Seven Rules or EfectiveMobile Management

Follow these seven ground rules to ensure that

device management headaches won’t get the

better of your IT organization:

n Identify all mobile devices on the network:

Audit your email server and other systems to

make sure there are no unauthorized devices.n Know which back-ofce systems that employees

will want to access: Many workers can sufce

with just email access, while salespeople will

need sales applications and executives will need

dashboards and purchasing approval.

n Formalize user types and set policies: Create

appropriate user groups and set strict

governance policies for each one.

n Get ready to take action: Add a lter to

control access to your back-end systems and

block access to devices that don’t have a

management client installed.

n Add password and encryption policies plus

remote wipe: Consider this the bare minimum

for mobile security: password enforcement,

on-device data encryption, remote wipe for lost

devices and inventory management to identifywhich devices are connected to the network.

n Consider separating personal data from business

data: As an added security measure, store

enterprise data in one area of the device and

encrypt and password protect only that area.

n Enable users to be self-sufcient: Keep the

burden on IT low by letting users download a

management client application that will keep

their devices in compliance.

Managed

mobility software

as a service

is a simpler,

more efficient and

cost-effective

option for many

companies.




From CRM to authorizations to business intelligence, mobile

applications help organizations better support on-the-go

workforces and engage more effectively with customers.

Today’s enterprise workers mostly use their work smartphonesto send emails and check schedules. Soon, that won’t cut it. Employeesare accustomed to doing more—much more—with their personalphone. 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 deployingmobile applications. How? Through increased employeeresponsiveness and decision-making speed(66 percent), faster resolution of customer and

internal IT issues (48 percent) and improvedcustomer satisfaction (42 percent). It’s no wonder:Extending business data and applications tomobile devices exponentially increases thevalue of these corporate assets throughreal-time access, always-on availability, fewerdelays and faster execution.

Accelerating SalesThe potential for productivity from mobileapplications is everywhere—from the corner

Mobile Apps Add Muscle

Nick BrownSenior Vice President,

Strategy, Mobile Applications Group,

SAP

THE MOBILITY EFFECT




THE MOBILITY EFFECT

office to the service eet and across all vertical

industries. It’s also larger than ever. With so manyemployees bringing their smartphones and tabletsto work, companies are no longer bounded by theirinvestments in company-owned, single-purpose orruggedized devices. Instead, companies can deployhorizontal applications, which touch many more of their employees.

Mobile customer relationship management (CRM)is the leading application entrant—a perfectconvergence of the demands and benets of mobility.

Employees need real-time

access to customer information—sometimes at a moment’s notice.Likewise, customers demandresponsiveness, faster cycleexecution and high-qualitymanagement of support andissue resolution. The clear benetsto deal-making and retentionprocesses have jumped mobileCRM adoption ahead of all otherapplications, barring email.

CRM applications are wellsuited to smartphones andtablets, making CRM a convenientstarting point for independentsoftware vendors (ISVs) andin-house IT projects. The CRMdata structure is organized andhierarchical enough to easily tand navigate, and the workowis complex and free-form

enough to take advantage of gesture-based touch screens.Development teams usingfourth-generation (4GL) tools toaccess back-end data systemshave robust prebuilt userinterface (UI) elements in thelatest smartphone softwaredevelopment kits. That makesit simple to bind a data table toa UI table on the Apple iPhone,with the native scroll, bounce andselection interactions built in.

All the top CRM vendors havedelivered packaged mobile CRMclients to application stores—

particularly the Apple App Store.Those client applicationscan then be customized andintegrated with the vendors’respective back-end systems.

Reducing AdministrationMobile clients for workow andbusiness process execution—authorizations and requestmanagement—follow close

behind. Because these are “ultra-horizontal”applications—used by all employees—they aremost effective at slashing delays and administra-tive costs when adopted throughout a company.

They require frameworks that can connect to awide variety of systems—procurement, expensemanagement, timekeeping, human resources andemployee benets.

These simpler, “lightweight” applications arealso used for vertical processes: work-order tasks,

data capture, spare-parts ordering, inspectioncheck-offs. Particularly in the public sector andutilities industries, the conversion to paperlessmobile workows has a high return on investment(ROI) from reduced administrative expense,increased data accuracy and reduced cycle time.

Companies using a single mobile client for multipleworkows and processes benet from support formultiple devices and operating systems (OSes), codereusability, security frameworks, messaging and

The potential or

productivity rom

mobile applications

is everywhere—

rom the corner oce

to the service feet

and across all

vertical industries.

What Benefit Has Your Firm Experiencedas a Result of Deploying Mobile Applications?

Increased worker productivity

Increased employee responsiveness anddecision-making speed

Resolved customer issues faster

Resolved internal IT issues faster

Improved customer satisfaction

Reduced sales cycle time

Reduced personnel costs

Reduced fuel, gas or fleetmaintenance costs

Competitive differentiation

Increased sales revenues

Improved brand perception

Reduced inventory costs

Base: 2,247 network and telecom decision-makers

Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010

0% 10% 20% 30% 40% 50% 60% 70% 80%

75%

65%

48%

48%

42%

16%

16%

15%

14%

14%

10%

6%

Getting Things Done: Companies are enjoying a wide range o benefts rom the use o mobile

applications. Increased productivity leads the list.




THE MOBILITY EFFECT

synchronization that are more efcient thandeveloping multiple custom applications or anad hoc set of browser-based processes.

Modernizing Field ServiceMobile eld service applications traditionallyrefresh every four to ve years. In the upgrade cycleexpected between 2011 and 2013, conditions will bedifferent from the last cycle:

n Two mobile OS platforms (Apple iOS andGoogle Android) that barely existed in 2007 willaccount for 39 percent of the market in 2011.

n The three leading business-oriented OS platforms

in 2007 (Symbian, RIM BlackBerry and MicrosoftWindows Mobile) had “code-breaks” in 2010,meaning that applications written for the old OSversion will not run on the new OS and hardware.

n Today’s eld service tablets run primarily onported desktop OSes, namely Windows. Thecoming boom in tablets will be dominated bymobile OSes such as iOS and Android.

Companies can leverage these developments intheir next eld service refresh by:

n Choosing smartphones overcustom devices

n Using mobile applicationplatform tools that do the basicwork of synchronization,development and devicemanagement

n Embedding new services suchas location and presence

Making Fasterand Better DecisionsReal-time, secure access tooperational intelligence data was

previously impossible to deliver,due to device interface limitationsas well as network and middlewareconstraints. The applications arecomplex and require signicantdevelopment work for datamanagement and visualization.

But the latest generationof devices, cloud services andmiddleware has made mobile

business intelligence a reality.The benets are huge. Theability to query real-time dataoff-premise or even duringmeetings will change howexecutives interact with datato make corporate decisions.

Reaching Your CustomersMobile applications enable

banks, retailers and enterprisesto interact with customers innew and exciting ways. Withinthe nancial services industry,consumers use their mobilephones to check bank balancesand pay credit card bills. Retailerssend mobile coupons withdiscount offers that generateadditional sales. Even governmentagencies use mobile applicationsto keep citizens aware of public safety announcements.Because most people ownand use mobile phones,mobile applications are ahighly effective communication

channel for engaging withcustomers.

Setting Your GoalsJust because you’re ready todeploy more businessproductivity applications to your workers’ smartphonesdoesn’t mean it will be easy todo. You need to resolve someissues first, including:

n When should you buy off-the-shelf applications

from ISVs rather than building your own?n How do you securely manage and segment

personal from enterprise information on users’devices?

n What types of enterprise mobile applicationsshould you deploy rst?

Making the build vs. buy decision. Enterprisesshould rst mobilize simple business processesthat will not generate significant revenue,according to Chris Hazelton, research directorfor mobile and wireless at The 451 Group. Theseinclude basic company dashboards, visualizationtools, job schedulers or expense managementtools. The maturity of these off-the-shelf applications means they connect easily to back-enddata sources.

Hazelton recommends that enterprises spendto build custom mobile applications that give thebusiness a competitive advantage or are criticalto revenue generation. Executive or salesapplications that offer new ways of doing businessor reaching customers are good examples.

Security is still on you. In addition to knowingwhat data to mobilize, having a plan to keep thatdata safe is equally important. You need a sandbox

The coming boom

in tablets will be

dominated by

mobile OSes such

as iOS and Android.

The ability to query

real-time data o-premises

or even during meetings

will change how

executives interact

with data to

make corporate decisions.




THE MOBILITY EFFECT

that will segregate enterprise and personal data.This approach quarantines and encrypts corporatedata on the mobile device. To access corporate dataand applications, users must type in a password.

Personal data, such as pictures, videos andnonbusiness applications, reside outside thesandbox—no password required. Employees canaccess personal data without a password. Thistwo-tier approach is a best practice for enterprises

going forward.

Prioritizing your mobilization wish list. Afteremail, information management and calendaring,enterprises need to decide where to expendtheir mobilization efforts next. Sharing customerinformation in real time has signicant value. By

increasing the mobility of itssales data by just 10 percent, atypical Fortune 1000 companycould increase net income by$5.4 million and improve itsreturn on invested capital by1.4 percent, according to a 2010study by the University of Texasat Austin.

Not only does mobile customerrelationship data make it possiblefor the sales force to spend moretime in the eld, but they canclose more business and createa better service experience forcustomers. Mobilizing CRM can

even boost overall usage,says Yankee Group analystSheryl Kingston, meaning moresalespeople using the toolsmore often.

To go beyond CRM,enterprises should payclose attention to who isalready using mobile devices,

where and for what purpose.The uses and benefits of enterprise mobility differfrom one worker to the next.

Consumer applicationstores can also be a goodsource of inspiration. Poll youremployees to find out whichbusiness-focused applicationsthey’ve adopted. Productivityapplications are common;employees want to read andmodify data in MicrosoftWord, Excel and PowerPointand in Adobe Acrobat. Mostof these applications are not

rich or secure enough, butthey can help you decidewhere to spend your timeand resources.

Plenty of OptionsThe marketplace for mobileapplications is getting richerevery day. Software vendorsare responding to demandsfor prebuilt solutions that

mobilize critical business applications, such

as CRM, enterprise resource planning andbusiness processes. Options exist for thosewho need a custom solution or a compositeapplication that blends data input from multipleback-end sources.

With so many potential applications andgood options for how to build them, indecisioncan be your worst enemy. Act now to analyzemobile trends in your enterprise and then movequickly toward obvious targets. n

As senior vice president of strategy for mobility in the

mobile applications group, Nick Brown is responsible

for driving strategic market development projects

together with the mobile business unit and

supporting SAP teams.

Brown joined SAP in 2007 as vice president of CRM

alliances, driving the development of strategic

partnerships with systems integrators to accelerate

market adoption of SAP CRM. As vice president of

mobility, he led business development and was a key

driver of the overall partner strategy for SAP Mobility.

A key success for Brown was the establishment

of the rst three co-innovation partnerships with

Research In Motion, Sybase and Syclo.

The uses and

beneits o

enterprise mobility

dier rom one

worker to the next.

Job function Application Business benets

Management Key performance indi catordashboard

On-the-spot decision makingfacilitates downstream productivity

Management Business workows Faster approvals speed the pace of business; better use of executive time

Sales CRM More responsive customer service;more time in the eld; higher sales

Service and support Service order/dispatch Faster problem resolution;

less paper waste

Human resources Business workows Rapid request approvals;higher employee satisfaction

Manufacturing Inventory management Supply chain optimization;reduced overstock

Manufacturing GPS locator Faster warehousing processes

Retail Inventory management Improved customer service;higher sales

Retail Point of sale Place customer orders anywhereon the sales oor

Safe Bets for a Mobilization Effort




Greg JenkoPartner,

Global Lead for

Mobile Systems

Integration,

Accenture

I talk to a lot of CIOs about mobility. And thething that unies them is this: a feeling that

mobility is being done to them inside theirenterprise, rather than with them.

Apps are being created and uploaded to app storeswithout their consent, while business units are hiringdevelopers without IT’s input. Not to mention themany devices that employees are openly bringing in,violating half a dozen IT policies every time. In short:a management nightmare of a magnitude not seensince the rise of the Internet in the late 1990s.

No wonder many CIOs wish they could yell,“Stop! Let me get in front of this thing withsome tech standards, a governance model andstandardized tools.”

While the rst two are still up to the CIO, on

the latter point there is relief. There are tools thatmanage devices and catalog the applications inuse in the enterprise, such as Accenture’s MobileApplication Device Management (MADM). Formany enterprises, these tools can go a long waytoward driving out complexity and saving timeand money.

For enterprises starting to develop their ownmobile applications, tools such as Mobile EnterpriseApplication Platforms (MEAPs) provide a unied

platform for developing,deploying and managing appsinside an enterprise. Such aplatform can insulate enterprisesfrom the administrative overloadcaused by diverse environments,while enabling them to adapttheir mobile infrastructure tomeet the changing needs of their business.

Gartner has a Rule of Three: Any

organization that supports eitherthree mobile applications, threemobile operating systems (OS) oris integrating at least threeback-end data sources shoulddeploy a MEAP. Gartner predictsthat by the end of 2012, 95 percentof organizations will choose aMEAP or packaged mobileapplication as their primarymobile development platform.

Low-Cost EnablersThe Aberdeen Group hasidentified several mobilityenablers that produce abest-in-class strategy at a lowertotal cost of ownership (TCO)per mobile employee. Theseenablers are features of aMEAP platform.

Support more than one mobiledevice type and mobile

operating system.MEAP solutions are deviceagnostic and capable of supporting a range of deviceplatforms. Thus, organizationsthat have been preventedfrom supporting employees’

personal device preferences can leveragetheir MEAP to modernize their policy andimprove morale.

Support in-house capacity for mobile

application development and customization.MEAP solutions support standard programmingtools, making it easy to write custom extensionsfor mobile applications.

Centrally manage all mobile devices throughover-the-air device access.

IT can provision and update employee devicesas well as deploy mobile applications toappropriate users from a single consolewithout needing to touch the devices.

Remotely lock mobile devices and remotely wipe

data from devices.

Three’s a CrowdMultiple applications, operating systems and back-end data sources all

push mobile administration and management tasks into the red zone.

THE MOBILITY EFFECT

Which of the Following, Would You Say, Best DescribesYour Organization’s Current Stage of Mobility?

Have not yet deployed anymobile applications

Currently pilot testing one or moremobile applications

Have mobilized one application only

Have mobilized two applications

Have mobilized three applications

Have mobilized more thanthree applications

Source: IDC, Mobile Enterprise Software Survey , 2009: N=309

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

Applications for All: Thirty percent o organizations worldwide had already deployed our or

more mobile applications while an additional 13 percent had deployed three.




More with LessOne objection I hear frommany CIOs is that they arealready running too muchmiddleware. Can’t their existingservice-oriented architecture(SOA) tools take on mobiledevices, too? Typically, no.

Rather, deploying a MEAP can

mobilize your entire workforceas needed, thus delivering newbusiness value through increasedproductivity, without exposingthe organization to risk of failureor incremental support costs.

In short, a platform approachlets you do more with less:

n Speed deployment timesn Standardize across different

devicesn Leverage development tools

you already know andexpertise you already have

n Write once, run on multiple

devices through a unieddata layern Secure different devices

and applications with oneapproach

n Centrally manage mobiledevices, data and applications

n Enhance existing businessplatforms by making themaccessible to users anywhere,at any time

By making it easy to lock and wipe data onany device, a MEAP instantly neutralizes thebiggest risks of mobilizing enterprise datawithout additional cost or labor.

n Allocate IT resources tohigh-value initiatives suchas new application

development and businessprocesses rather thanmobile infrastructure

n Future-proof current ITinvestments againstunforeseeable changes

The business case for MEAPgrows stronger with everydevice platform you decideto support, for each back-end

data source or application you wish tomobilize and for each new business workow you include. Savvy enterprises are looking

closely at the horizon to gauge theirlonger-term mobility strategy andplanning accordingly. n

Greg Jenko oversees Accenture’s mobile systems

integration practice, working with clients from

early strategy and business case development

through design, development, deployment and

operation of mobile solutions. He has more than

two decades of technology strategy and systems

integration experience.

THE MOBILITY EFFECT

What’s the Point?A platform isn’t always necessary. If you

support only one application on a single

device with a small number of users, a point

product can be an inexpensive and easy

solution. The problem is assuming you’ll

never need to change or expand the way

the solution is used. Few organizations

can or want to commit to such a limited

mobile strategy.

Why? Customizing point solutions is

difcult and costly. Worse, each additional

point solution you adopt exponentially

increases the management, development

and integration costs. What’s missing is the

middleware: an isolated software layer that

facilitates communication between multiple

applications on the back end with multiple

operating systems on the front end.

In other words, a MEAP. With a platformapproach, your mobile infrastructure scales

easily with your mobile business needs.

Applications, devices, databases and user

groups can be added or changed with

minimal effort.

In short, not every organization needs to go

the platform route. Just the ones that are taking

enterprise mobility seriously.

Addressing Mobile Complexity

Source: ©2010 SAP AG. All rights reserved.

Databases

Webservices

Softwareapplications

Mobile EnterpriseApplication Platform

(MEAP)

Packagedapplications

Customapplications

SAPWorkflow

SAPWorkflow

SAP Alert

SAPWorkflow

SAPWorkflow

SAP Alert

7:01 PM

4:00PM

7:06PM

>

>

>

A T& T 3 G 3 : 03 PM

Messages(1)Workflows

Jan09

Analytics:PipeLine

CRM Mobile Sales

View Data Menu

Feb 09

Mar09

— T a rge t Ex p e ct e d

Volume ($) x1.000,000

1 00 2 0 0 3 0 0 4 0 0 5 00

Difference

XX X

+ +

Platform Architecture: The MEAP provides orchestration between back-end data sources,

applications and mobile devices o every stripe.




Young workers and their strong afnity for

go-anywhere technology are changing the

shape of the enterprise right before our eyes.

It’s easy to think of enterprise mobility as two parts business andone part buzz. After all, smartphones and tablets are today’s “it”consumer gadgets; chasing them too hard smacks of whimsy andthreatens the viability of your long-term strategy. Right?

Wrong. In the big picture, devices have nothing to do with it.Desktop computers have already been declared obsolete in three years’ time by Google’s John Herlihy, vice president of online salesand operations, as reported in 2010 by Siliconrepublic . It’s just onelogical step forward to see that what’s really in

danger is a strict coupling between hardwaredevices and data access. Even the explicit conceptof mobile computing will soon be obsolete, assmartphone users add cars, televisions and publicterminals to the list of devices they can safelyuse to interact with their cloud-based dataand applications.

What will matter is the immediacy of data.Users will expect access to their critical businessapplications and data whenever and wherever

Introducing Generation M

Ian ThainSenior Technical Evangelist,


THE MOBILITY EFFECT




THE MOBILITY EFFECT

No one wants to go to

work or a company i

they’re handed an old,

gray x86 desktop.

they need them. And they will expect no sacricein usability—no matter the form factor. How theyaccess data will have no importance whatsoever.

Until we reach that point, IT will need tochange its attitude toward technologies thatheretofore have been below its notice. Workersare nding business use for social Web applicationsthat have been banned in some companies forbeing frivolous distractions. In the hardware realm,

laptops are rapidly losing favor.

Gen Y Leads the WayTake the youngest members of the workforceas well as college-age users. This “Millennial”generation communicates at a relentless pace,moving effortlessly from one computing device toanother. For them, the “best” computing device is

the one that’s most convenient.

When asked, however, Millennials strongly prefera smartphone to a laptop. Fifty-one percent of 18- to 24-year-olds surveyed by Accenture said theywould prefer to use a mobile handset; only 22 percentprefer a PC. Among those 45 and older, only 27 percentprefer a mobile device.

Unlike baby boomers, who are simply happy if technology works, Millennials grew up taking the

Internet and mobile phones asmuch for granted as they takeelectricity and running water.

IT needs to cater to theseheightened expectations. It’sa way to remain attractive to younger workers in today’s jobmarket, but it’s also an impor-tant cultural shift that every

organization will eventuallyneed to make. Doing it sooner,rather than later, gives you ahead start on competitors andplenty of time to work out anykinks in your mobile strategy.

As a senior executive at oneU.S.-based manufacturing firmputs it: “We need to attractthe right kind of talent. Noone wants to go to work for acompany if they’re handed anold, gray x86 desktop. We needto be more flexible, as we’reseeing people coming outof college who want iPhone

devices, laptops, etc.”

A “Bring-Your-Own” PolicyCan Reap RewardsOne easy way to make thistransition is to embrace theidea of letting employeeschoose their own hardware. ITonce prized homogeneoushardware because it made desk-top PCs and their applications

easier to manage. But therise of cloud computing anddesktop virtualization meansmore applications run on aserver. Combine that withmore sophisticated endpointmanagement solutions, whichease the burden of supportinga diverse computing ecosystem,and the need for identical gray

desktop boxes goes away.

Companies such as CARFAXand Kraft Foods, with its 97,000employees, have already takenthis course. Organizations thatare innovating in this areaunderstand that bring-your-own-device policies canempower employees to bemore creative, efficient andproductive. Gadget lust isno longer confined to thegeeky. Workers, especially younger ones, identify closelywith technology brands.The opportunity to use their

preferred technology whileat work boosts morale andoffers familiarity that canincrease productivity.

A bring-your-own approachcan also save on capitalexpenditures. You don’t evennecessarily have to roll out afour-gure reimbursement toachieve parity—especially with

today’s device-hungry workforce. An interest-freeloan for new computers is a simple way to start.Some organizations offer to pay the carrier billfor a smartphone. At up to $1,000 a year, this canbe an even better deal for the employee than anew laptop every three years.

Next-Generation ITIs an Anywhere GenerationRegardless of how it arrives, there’s no denyingthat a wide assortment of hardware and softwareis finding its way onto the desks of end users.IT’s efforts to stem the flow are futile at bestand counterproductive at worst. A truly next-

generation IT strategy will abandon traditionalideas about desktop requisition and applications,turning IT’s attention to anywhere, all-the-timedata delivery. n

As senior technical evangelist, Ian Thain covers the

latest mobile developments. For the last few years,

Thain has focused on enterprise mobile applications

with Sybase PocketBuilder as well as Sybase WorkSpace.

He is now evangelizing the Sybase Unwired Platform.

Read more at Thain’s blog at Sybase.com.

Bring-your-own-device

policies can

empower employees

to be more

creative, eicient

and productive.




Philippe WinthropManaging Director,

The Enterprise Mobility Foundation

Tablet computers are by no means new: Scientists have beentinkering with them for more than half a century, while commercialversions have been available for more than two decades. Companiesboth large and small have been unable to make this form factor asuccess. Blame the technology—stylus-based data entry, dearth of tablet-enabled applications and slow hardware—as well as the scantawareness of the possibilities of mobile computing. Even the rebirthof tablets several years ago as Mobile Internet Devices (MIDs) wasn’tembraced, due to slow connectivity and few applications.

Today, with the wide adoption of smartphonesin both the workplace and general life, the worldhas welcomed—and, in fact, demands—mobileconnectivity and computing. The return of thetablet PC as a device using a true mobile operatingsystem (iOS, Android, webOS and so on) will catalyzethe second wave of growth in enterprise mobility.

This adoption is already occurring, as usersdiscover the merits of a tablet over the smartphoneas a productivity tool. Here are ve reasons why.

Discover ve ways that tablets

will be different—and even better—

than smartphones.

Mobility:The Second Wave

THE MOBILITY EFFECT




THE MOBILITY EFFECT

With a tablet,

a physician can look up

patient medical records

while making rounds,

improving quality

o care.

Tablets are the most effective mobile form

factor. Tablets—by design—strike the balancebetween the usability of a laptop and theportability of a smartphone. While mobileoperating systems continue to improve, theirpower will always remain partly untapped ona 3- to 4-inch screen. The additional real estateprovided by a 7- to 10-inch tablet screen ensuresthat applications run well, workers are productiveand computer bag straps never snap.

Tablets will nally bring to life the dream of

mobile unied communications. Unified commu-nications (UC) is another technology that hasbeen around for some time but has only recently

made market inroads. Small tablets will be ableto integrate into a desk phone and provide avibrant virtual keypad when docked. Whenfully mobile, the tablet (with its high-denitionscreen) will allow mobile telepresence throughits built-in webcam. UC is about more thanvideoconferencing; it’s about collaboration.As software and networks catch up to tablets,we’ll soon be able to talk to colleagues whileediting the same document—somethingimpractical on smaller smartphones.

Tablets improve employee

efficiency and customer

satisfaction in new ways. Laptops and smartphones havestarted to mobilize industriessuch as healthcare and hospitality,as well as verticals where eldwork is common.

But tablets bring unprecedented

power, ease and style. With atablet, a physician can look uppatient medical records whilemaking rounds, improvingquality of care. In a hotel, tablet-wielding concierges can registerguests for events or dinnerreservations, increasingrevenues and guest (customer)satisfaction. Field servicetechnicians can see their nextappointments and pull uptechnical documents whileperforming a repair, minimizingthe number of visits requiredto complete a service ticket. Inall of these cases, operational

efciency increases, as doescustomer satisfaction.

Tablets remove the need for

the stylus. Today’s smartphonetouch screen excels in manyareas, but precision data entryis not one of them. Filling outintricate forms remains easierwith a stylus, especially in dusty,dirty environments. But in

non-extreme environments,touch-based tablets are largeenough that ngers become asort of “organic stylus.” Seeminglytrivial at face value, this capabilityenables tablets to offer anattractive middle ground betweentouch-based smartphones andstylus-based devices.

Tablets make the mobile Internetbidirectional. Smartphoneshave certainly been revolutionary,but they still by and large provideonly a means to consumeinformation from the Internet.The tablet’s larger size andprecision mean that workerswill be more willing to createcontent on their mobile devices.Emails will go from being shortresponses to more substantivecorrespondence with attacheddocuments created on thetablet. Individuals will alsobe more adept at enteringinformation into a corporate

application—such as a customerrelationship management(CRM) application, enterpriseresource planning (ERP) systemor human resources (HR)-orientedtime-and-expense application—using a tablet. Making it easyfor employees to move data toand from their tablet is some-thing the smartphone lacks.This added dimension of a

tablet will increase the business velocity of themobilized workplace.

Tablets, mobile Internet devices, slates, slabs:Whatever we call them, this generation of tabletcomputers has nally been accepted as a credibleand viable solution for the mobile applicationparadigm in the enterprise. This acceptance,combined with virtually ubiquitous wirelesswide area network (WAN) and local area network(LAN) coverage and the recognition that mobileenterprise applications can provide an increasingvalue to employees and organizations, suggeststhat tablets will drive forthcoming trends inenterprise mobile computing. n

After spending almost 15 years in various market research roles, Philippe Winthrop is now the

founder and managing director of The Enterprise

Mobility Foundation, the organization behind

The Enterprise Mobility Forum. The forum

is the fastest growing social network and

content portal exclusively dedicated to

enterprise mobility. Winthrop is a frequent

commentator and speaker on enterprise

mobility strategy, management and applications

for the mobile enterprise.

The tablet’s larger

size and precision

mean that workers

will be more willing

to create content on

their mobile devices.




Tony KuehSenior Director of

Product Management,


Targets for your mobile application investments are

everywhere. By knowing what’s possible you can

narrow your sights and maximize business value.

Once you understand the tremendous potential of a mobileenterprise, deciding to empower your employees with technologyis easy. The difficulty is in creating a road map that maximizesthe Return on Investment (ROI) of your IT dollars. After you’venabbed all the low-hanging fruit, such as email and calendars,the path forward can start to get complicated.

Fortunately, the biggest efciency opportunities are universal.All companies have sales, service, supply chain and otherdivisions that could be mobilized. These use case

scenarios can help you visualize the best ways tomobilize your organization.

SalesYour sales team is likely the biggest beneciary of your mobilization efforts. You want your team tobe in front of the customer, on-site and prepared.Arming your salespeople with real-time informationfrom your Enterprise Resource Planning (ERP),Customer Relationship Management (CRM), supplychain and inventory systems from a mobile device

Planning forthe Future

THE MOBILITY EFFECT




THE MOBILITY EFFECT

Automating delivery o

trouble tickets and service orders

to a mobile device streamlines processes

and eliminates waste.

will provide better customer service, a trustedrelationship and higher margins through betterdecision making.

While CRM is likely the place to start, it isn’tthe only application that sales teams can use.Salespeople are often enthusiastic users of socialmedia tools, such as Twitter, Facebook and LinkedIn,which they use to engage customers. In the nearfuture, sales teams will leverage tools with uniquelymobile capabilities, such as on-device camerasfor augmented reality applications or GPS forenhanced geospatial sensitivity.

Service and SupportA mobile service eet is an obvious place to improvethe quality of mobile support tools and is often theplace where organizations begin their mobilizationor digitization investment. Automating delivery of trouble tickets and service orders to a mobile device

streamlines processes and eliminates waste. Butnewer ideas to mobilize the service workforce focusmore directly on driving higher revenue.

For example, imagine cable service technicians inthe eld who can offer promotion packages duringservice calls based on the customers’ interests. If technicians can create an order and provision theservice on the spot, customers get the personaltouch and immediate satisfaction. Mobile eldservice applications also help technicians resolve

problems faster and servemore clients per day, creatingpotentially higher sales revenue

for the company in the process.

Amica Insurance created anapplication that lets adjusterssend and receive data in the eldrather than compile data afterthey’ve returned to the ofce. Themobile application helps Amicaperform 235 additional appraisalsper year and increase same-dayinspections by 265 percent. Theprojected ROI of this mobilizationproject is only six months.

Supply ChainEvery organization has a chainof partners. Working with these

partners involves complexinteractions, including orderingparts, negotiating contracts,approving discounts, obtain-ing status reports and more. Atypical workow could comprisemultiple interactions by differentdepartments across all partnersin the chain. Mobilizing theseprocess ows can not only makethem faster, it enables real-time

data analysis for ongoingprocess improvements.

For example, at beet harvesttime, Belgium sugar producerTiense Suikkerrafnaderij needs toclosely coordinate the operationsof many suppliers and trans-portation providers to preventshipping delays and product loss.

The company replaced a tediousand complex paper-based systemwith a tablet-based mobilesolution that coordinates dataabout transportation, cranes,weighing, eld readiness, cropownership and the labor force.The solution has shortened thetotal processing time for a beeteld by several days.

Human ResourcesWorkflow applications arevery useful in human resourcedepartments, where approvalbottlenecks often impedeprocesses and paperwork.

Allowing employees to fillout and submit time sheets,vacation requests and expensereimbursements from theirmobile devices speeds theprocess; letting managersprovide approvals the sameway frees them to use theirtime more effectively. In somecases, the faster pace canmeasurably lower costs.

For example, a chemical production company with20-plus facilities spread across thousands of mileswill employ engineers, scientists, geologists andbusinesspeople in many locations. With no localHuman Resources (HR) presence to work with, theseremote users need self-service capabilities forpersonnel records, benets forms, performancemanagement processes and resignations and trans-fers. A self-service HR portal with mobile accessibilitycould slash administration time and improve jobsatisfaction for many high-value employees.

Management

To be effective, a manager must understand thepulse of the organization—and that requires metrics.A dashboard view of key performance indicators helpsmanagers make optimal on-the-spot decisions andprovide leadership when away from the ofce.Likewise, they can provide better advice if they cancall up pertinent data—margins or order history,for instance—during a consultation.

In one case, a Polish baby food company, Alima-Gerber, implemented a mobile solution to

The mobile

application helps

Amica perorm

235 additional

appraisals per year

and increase

same-day inspectionsby 265 percent.




THE MOBILITY EFFECT

Managers can

analyze

historical data

instantly and

react quickly to

the changing market.

provide a critical feedback loop for salespeople andtheir managers. Both regional and executivemanagers can use the mobile application tomeasure very precisely the market potential aswell as the effectiveness of sales and marketingefforts, based on real-time updates from salesrepresentatives in the eld. Managers can analyzehistorical data instantly and react quickly to thechanging market.

ManufacturingWhen plant managers have mobile access tothe spare parts database, they can determineimmediately whether the broken valve on theproduction line is in stock. As an added measure,RFID tags on the spare parts allow plant managers

who have a GPS-enabled smartphone to not onlyverify availability but also determine exactly where(closet, shelf and bin) they’ll nd the part theyneed. Such applications return the production lineto service as fast as possible.

Mobile monitoring of wireless sensor data isanother excellent way to improve efciency on theshop oor. For example, food manufacturers employsensor technology to track the pressure, temperatureor rate of ow for edible materials as they are

processed. Since oor supervisorscan’t be everywhere at once,a mobile dashboard of sensorreadings would make it possiblefor them to detect problemconditions immediately andreact quickly before productionis affected.

RetailMobile point-of-sale applicationsuntether clerks from the centralregister, freeing them to providebetter customer service. Fromthe oor, a clerk can tap into theinventory management system,call up images of out-of-stockitems or perform transactionsdirectly from the handheld device.

Tablets, too, are joining thefray: Wells Fargo employees aredemonstrating nancial serviceofferings to potential custom-ers on Apple iPad tablets, andMercedes-Benz salespeople arecalling up nancing options for

customers from iPad deviceswhile roaming the show oor.

Information TechnologyEven IT can benet from greatermobile efciency. Giving systemsand database administrators theability to monitor performanceon the systems and services theyare accountable for can helpthem be more productive.

Dominion Enterprises, a5,800-employee marketingservices rm, uses smartphonesto help its network and systemsadministrators keep tabs on theinfrastructure that supportsthe company’s 24x7 Web siteand Web services. But simplemonitoring is just the rst step:Technicians can run jobs andmanipulate those systems. Forinstance, database engineerswill remotely run a job torebuild indexes, improvingoverall IT responsiveness.

An Investment inthe FutureOnce you’ve begun mobilizingthe enterprise, you’ll ndadditional ways to leverage yourinitial investment everywhere.Awell-designed mobile frameworkis easy to extend and modify, mak-ing it possible to improve on yourinitial ROI by orders of magnitude,

with very low ongoing costs. Let your imaginationbe your guide as you consider the many powerfulopportunities of mobile enterprise applications.n

As senior director in product management, Tony Kueh

heads the overall product strategy, planning and

execution of the next-generation Sybase mobility

products, including the Sybase Unwired Platform,

Afaria Management & Security Server, Sybase

Mobile Solutions for SAP and other products that enable enterprises to operate efciently in a truly

mobilized environment.

Prior to joining Sybase, Kueh held various management

positions at Palm, Qualcomm and Microsoft.

Throughout his career, Kueh has been deeply involved

in various aspects of mobile computing, including

mobile server products, mobile OS platforms, mobile

hardware devices and various mobile services. Catch

Kueh at the Enterprise Mobility blog at Sybase.com.

Mobile point-o-sale

applications

untether clerks rom

the central register,

reeing them to

provide better

customer service.





The mobile marketplace

is an ecosystem. Choose partners

that embrace collaboration.

You wouldn’t buy a computer if no applications were availableto run on it. In the mobile world, this same principle applies, but ona much broader and more integrated scale. All mobile solutions arethoroughly interconnected, involving multiple platforms, operatingsystems, applications, network topologies and data stores.

As an example, different devices meet different needs andhave a unique set of operating requirements that are specific tothat device and what it is accessing. Whetherthe end user’s device is an Apple iPad or iPhone,

Google Android, Research in Motion (RIM) BlackBerryor PlayBook or something else can add signicantcomplexity and dependencies to completingany mobile transaction. The process of connectinga device to a back-end system—whether it’sAmazon.com or an enterprise portal—has lotsof variables and staggering amounts of detail.Successful deployment of mobile solutionsrequires a comprehensive understanding of these competing and overlapping technologiesand process flows.

CooperationBreeds Success

Dan Ortega

Senior Director of

Product Marketing, Sybase,

an SAP Company




The issue, of course, is that enterprises havebusinesses to run and value to deliver to theircustomers. Providing integration among multipledevice platforms, applications and back-end datasources is the job of an enterprise’s mobile technologypartners. No single provider can handle every aspectneeded to fully mobilize an enterprise. Maturesolutions providers already know that theinherent heterogeneity of mobile technologyrequires cooperation.

Ecosystem in MotionWhat’s at the heart of a healthy mobile ecosystem?Providers that deliver signicant value share vitalcharacteristics:

n

Cooperation with other providers as needed topre-integrate solutionsn Resources to scale to the needs of large customersn Adherence to industry standardsn A relentless focus on customer needs, not on

market dominance

Mobile solutions have many interdependentparts and the mobile landscape constantly changes.Because of this, providers must act as partners totest new solutions and make real-time adjustments

to ensure their technologies workas expected once in production.Such pre-integration testingreduces the burden on enterpriseIT departments, allowing them tofocus on deployment.

Having integrated solutionsalso means the ecosystem canleverage the joint strength of

partners. Providers thatcollaborate can quickly introduceco-innovations that enrich themarketplace.

Integration and co-innovationrequire healthy relationships withother best-of-breed vendors. Forexample, providers need experi-ence in working with devicemanufacturers Apple, Google,Motorola, RIM and Samsung—andmust be willing to move quicklyto develop new relationships asplatform trends change.

Customer Focus

Truly great providers understandthat the best value they canprovide is to understand exactlywhat each enterprise customerneeds—and deliver to meetthat need. An ecosystem partnershould do all of the following:

n Understand your businessand the unique value you createfor your customers

n Understand what impactmobility can have on yourbusiness, in both the shortterm and the long term

n Marshal the resources toexecute the mobilization planregardless of scale

n Work with your own partnerecosystem

n Align with other solutions

providers to catalyze around your needs

The nature of your business, itssize, its own internal ecosystemof partners and suppliers—all of these are material to thedevelopment of your mobilitystrategy and the selection of theright mobile solutions.

For example, if you’re a retailer,it’s not enough just to mobilizethe customer experience. Youmust mobilize the supply chain aswell. A mobilized front end can’tbe very effective if everything

grinds to a halt on the supply side.Depending on the size of yourbusiness, calling the shots onmobility transformation cangalvanize your entire industry tochange for the better.

If yours is a large enterprise and you have a very complex environ-ment that involves many partners,

you’ll need scalable resources to

help you succeed. Not just any provider can deliver amobile enterprise strategy for the Fortune 100.

Finally, every provider must be willing to compromiseand step back when product overlap inevitablyoccurs. No enterprise of any size should tolerateproviders that want to instigate a turf war over itsmobile project. Whatever is in the best interest of the customer takes priority.

Defeating ComplexityMobilizing an enterprise is a much larger and morecomplex endeavor than deploying a few mobileapplications here and there. Only technology partnersthat actively participate in the larger mobileecosystem can provide the integrated, holistic and

strategic vision that leads to success.n

Dan Ortega is senior director of product marketing

for Sybase mobility products. Ortega brings more

than 20 years of technology marketing experience to

Sybase, having held senior-level marketing positions

with a series of successful startups in the mobility

and analytics domains. He also has worked with

expansion stage companies, such as Centigram

Communications, and Fortune 500 companies,

including Sun Microsystems and Wang Labs.


Mature solutions

providers already know

that the inherent

heterogeneity of mobile

technology requires

cooperation.

No enterprise of any

size should tolerate

providers that

want to instigate a

turf war over its

mobile project.





For application providers, executing the right features with a simple,

effective user experience is key.

In the Apps Universe,Simplicity Rules

The demand for applications is driving mobilitydeep into the enterprise much faster than manypredicted. For this reason, applications, more thananything else, tell the tale of what is and isn’tworking in the mobile enterprise. We talked toseven leading mobile application providers fromaround the globe who shared with us their prolesfor today’s most successful business applicationsand strategies for ourishing deployments.

Our executive panel consists of:

n Jens Beier, co-founder and managing director,NEO Business Partners

n Stefan Christen, CEO, Swiss1mobile AG

n Brian Farrington, director,mobile application services,Unwired Revolution

n Alexander Ilg, founder andmanaging director, msc mobile

n Ankur Mathur, mobile practicelead, UK, Accenture

n Uwe May, co-founder andmanaging director, maihiro

n Steffen Schwark, enterprisemobility lead, Bluen

Sybase: Who is driving mobileapplication adoption and leadingthe push for enterprisemobility? Executive manage-

ment? Employees? IT?

msc mobile: We can’t nail itdown to a single group; todaythe whole enterprise demandsmobile solutions. The executivemanagers, because they realizethat not being mobile becomesa competitive disadvantage; thebusiness, because they want tooptimize their business processes;

and the end users, because they’vegrown accustomed to the libertyof a personal mobile device.

Unwired Revolution: Now, morethan ever, business managementand executives see the potentialfor mobile applications toenhance productivity, streamlineoperations or even gain a

competitive advantage. This,combined with the onslaughtof users who want to use theirpersonal mobile devices toaccess email and other companyresources, has IT searching for away to enable and support theseinitiatives in a secure, efcientand cost-effective manner.

Swiss1mobile: We most oftensee that the driver is the lineof business—the departmentthat is under pressure to reducecosts. The economy puts themin a position to fulll the samerole with fewer people. Further,

they recognize the need to haveimmediate online access todata, which requires a methodof immediate data exchange.

maihiro: Executive managementor IT usually drives the adoptionof mobile CRM [customerrelationship management]applications, which is our business.In some organizations, the desire

to demonstrate technology leadership is movingthem to adopt cutting-edge mobile applicationson the latest form factors. In general, replacingan older, laptop-oriented CRM solution with asmartphone application can signicantly heightenusers’ interest in CRM functionality, supplyingreal-time information about accounts, activities,sales leads and opportunities. IT’s support for mobileis motivated by simplied, centralized managementand security of the device ecosystem.

Sybase: What mobile applications provide themost productivity gains?

Swiss1mobile: Some of our most successful clientengagements are in the areas of inventory, sales

and delivery.

Bluen: All our customers run SAP, and the mostobvious productivity gains there are still in theblue-collar space, such as eld service, assetmanagement, warehouse management, logisticsand so on. For information workers, secure mobileemail, mobile workow and mobile CRM remainon the top of the list. In addition, more organizations

“Now, more than ever, business

management and executives

see the potential for mobile

applications to enhance

productivity, streamline

operations or even gain a

competitive advantage.”

—Brian Farrington, Director, Mobile Application Services,

Unwired Revolution

“In general, replacing an older,

laptop-oriented CRM solution with

a smartphone application can sig-

nicantly heighten users’ interest in

CRM functionality, supplying real-time

information about accounts, activities,

sales leads and opportunities.”

—Uwe May, Co-founder and Managing Director, maihiro

http://bcove.me/24775ohx

http://bcove.me/24775ohx





are recognizing other benefits of mobileapplications, such as the ability to reach newtarget groups, increase customer loyalty ordifferentiate their offering in the market. Thecombination of intuitive multi-touch userinterfaces, widely available mobile broadbandand integrated sensors such as GPS, camerasand RFID really is reshaping how people work.

Accenture: Workforce management, sales forcesolutions and dispatch applications are themost popular among our clients, and they havea clear business case. When you get into otherareas, such as mobilizing HR, vacation requestsor purchase orders, the business case is a little

weaker. We expect to see an increase inapplications with solid business cases appearthroughout the organization. For example, you canimprove customer service or even business modelsusing mobile business-to-business-to-consumer[B2B2C] applications. Those business cases arestill emerging.

Sybase: Describe how enterprises are achieving alow total cost of ownership [TCO] and high returnon investment [ROI] using mobile applications.

msc mobile: Mobile solutionsmake the system landscapemore complex: You suddenlyhave your business data onhundreds or thousands of devices out in the wild. If youtry to tackle that complexitywith silo solutions, each withits own middleware andtechnology stack, you get a

pretty scary picture. The onlysolution is to choose a strategicMobile Enterprise ApplicationPlatform that allows you tomobilize all your businessprocesses on all devices. Onlythat, in combination with theright device managementplatform, can deliver low TCO.

Accenture: The best examplesof ROI are in our workforcemanagement practice. Inservice organizations, suchas a wireless carrier or utilityprovider that is installing xednetwork assets or equipment in

homes, one of the biggestoperational expenses is the laborcost of a technician. If you canreduce that by 5 to 10 percent,

you can save millions of dollars.For these types of applications,it’s pretty easy to drive a high ROIin a short period of time.

Swiss1mobile: Low TCO and highROI are achieved when the

software covers 100 percent of the requirements and gets highacceptance by end users. A fullintegration with the ERP [enterpriseresource planning] system isanother way to accomplishhigh ROI.

maihiro: Our business is inCRM, so our clients achieve

high ROI as a result of enthusiasticuse of the application by end users,which results in better data quality.This leads to a better penetrationof customer potentials, bettercross-selling and upsellingopportunities and higher salesvolumes. Time-saving data entryand shorter CRM process leadtimes result in higher overallefciency.

Sybase: What are you doing toensure a positive user experiencewith your applications?

Bluen: Usability and simplicity

are of the utmost importancefor successful adoption of mobile applications. Our rst stepis to get a deep understandingof the situation that the userwill be in when using theapplication. This knowledgeensures that the app hasexactly the right functionalityand information. Our next stepis to focus on simplicity and

modularity when creating mobile enterprise appswhenever possible. It’s very obvious from lookingat the consumer market that popular mobile appsdo one thing—and do it really well. And nally,deployment and support need to be carefullyplanned to keep the technical complexity awayfrom the users.

Accenture: We have a user experience group thatworks with the applications. This group schedules

interactive pilots with users to get feedbackand see how people really use the app and howfriendly it is. The other thing we have done is toget the end user involved much earlier in thedesign—even before going through the testingprocess. It’s easier to make adjustments to theapplication before it goes into production.

NEO Business Partners: One important aspectis to have an implementation partner thatguarantees intensive support during thedeployment phase of the project. Experience

shows that problems often appear duringthis phase that can be easily solved by anexperienced partner.

“The combination of intuitive

multi-touch user interfaces,

widely available mobile

broadband and integrated

sensors such as GPS, cameras

and RFID really is reshaping

how people work.”

—Steffen Schwark, Enterprise Mobility Lead, Bluen

“Mobile solutions make

the system landscape

more complex:

You suddenly have

your business data on

hundreds or thousands of devices

out in the wild.”

—Alexander Ilg, Founder and Managing Director, msc mobile





Sybase: What strategies do you recommend toprepare a workforce for using new mobile apps?

Accenture: Aside from basic training that youwould have with any new app, the main thingwe’ve found is to make sure the end users

understand the value of using the app and doingsomething different from what they did before. Youhave to clearly explain why the new applicationand new process will make their lives easier.

Unwired Revolution: First and foremost, includea subset of users in the process. Let them see the

vision, voice their opinion and help the application

evolve. Second, communicate thechanges with the user communityin advance. Ask the users whoare involved with the project topresent some of the upcomingchanges. And last, but certainlynot least, train the users on theapplication and provide a supportnetwork to ensure adoption. Away to accomplish this is to

pretrain a group of users andallow them to participate in thetraining and support of their peers.

Bluen: Ideally, applicationswill be provided on the mobiledevice of the users’ choice.In these situations, changemanagement does not tend tobe a problem as the user stayswithin a familiar environmentand generally welcomes anyapplication that makes his lifeeasier. In fact, mobile apps cansupport other change initiatives.Combining the introduction of a mobile CRM application with

the changes to the CRM systemcan boost the usage.

NEO Business Partners: If you’renot letting users choose their owndevices, the device evaluationphase is very important. Includeenough time in the device testingphase to make sure future userscan test the mobile applicationon all the devices.n

“Aside from basic training

that you would have with

any new app, the main thing

we’ve found is to make sure

the end users understand

the value of using the app and

doing something different from

what they did before.”

—Ankur Mathur, Mobile Practice Lead, UK, Accenture

“Include enough time

in the device testing phase

to make sure

future users can test

the mobile application

on all the devices.”

—Jens Beier, Co-founder and Managing Director,

NEO Business Partners

With tablets taking off, executives agree that change is the

one constant in the device marketplace.

More Change Ahead for Devices

More than ever before, device trends arehaving a very real effect on enterprise IT and theoverall strategy for key business processes. Withoperating system (OS) dominance in constant uxand the sudden success of major new form factors,such as the tablet, rapid change is the new normal.We asked three major participants in the device/OSmarket to share their thoughts on security, tabletsand user support over the next 24 months.


n Jeff McDowell, senior vice president, Enterpriseand platform marketing, Research In Motion (RIM)

n Mayur Kamat, enterprise mobile productmanager, Google

n

Rick Bylina, product marketing consultant,Motorola

Sybase: What will be the most signicant mobiledevice trends in 2011 and 2012?

Google: We will see a signicant uptake of the tabletand smartbook form factors. Smartphones willcontinue their growth and will count for an increasedpercentage of the overall phone market. Fastermobile broadband speeds through technologies such

as WiMAX and LTE [Long TermEvolution] will lead to improveddelity of mobile scenarios. Forenterprises, managing a diverseeet of devices and empoweringmobile workers will become animportant priority.

RIM: Watch for these threetrends: (1) proliferation of tabletsfor business and personal use,(2) securely managing work andpersonal data/use on mobiledevices and (3) increasing ITbudgets that will help to advancethe use of mobile devices in the

business context.

Sybase: Are more people usingthe same smartphone device fornonwork and business applica-tions? What are the complicationsof balancing work and nonworkapplications on the same device?

RIM: There is high demand for anall-in-one solution that recognizes





when a user is in personal mode vs. business mode,and that enables an organization to protect dataand an individual to maintain privacy. Businessesneed to understand the security challenges of supporting both work and personal data on a singlemobile device and nd a solution that balances thetwo effortlessly without compromising security oremployees’ privacy.

Google: In most cases, employers are requiring usersto agree to terms of use that say that if users areaccessing corporate data on personal devices, thenthey agree to enforce policies on those devices (suchas requiring a password) and you will notify IT if adevice is lost or stolen so that all the data on thephone can be wiped. The ability for administrators

to remotely manage individually liable devices isquickly growing in importance.

Motorola: The trend toward a single device forwork and home will continue to prevail. Thecustomization of device interfaces and applicationswill provide for a more distinct separation betweenwork and personal information. The majorcomplication will be logically separating the twotypes of data while providing IT the ability to secureand manage the work information in sandboxes.

Sybase: Are enterprises stillhesitant to adopt smartphonesbecause of security concerns?What needs to change to makeenterprises see smartphonesand tablets as secure?

Motorola: Currently there areefforts to address the void left byOS developers who have not closed

the gap between security needsand what is available in the coreOS. These efforts are being carriedout by OEMs [original equipmentmanufacturers] such as Motorolaand third-party providers of enterprise security and devicemanageability. For instance,Motorola has added to the AndroidOS to allow more than 50 MicrosoftExchange policies to be enforceableon Motorola Android phones.

Google: Security is a valid andgrowing concern in IT becauseof the massive inux of potentiallyinsecure endpoints. Most

enterprises will need to employ acorporate policy aroundsmartphone usage and deneproactive measures as well asremedial policies in case thedevice gets compromised.

Sybase: As smartphone and tabletfeature sets and capabilitiesincrease, how can you ensure asimple user experience?

Motorola: Intuitive user interfacedesign has always been the key toproviding rich mobile experiences.Interfaces and applications thattake into account the small screenreal estate and the “always con-nected” nature of mobile deviceswill help ensure simple, rich andproductive user experiences.

RIM: From the start, RIM’s focushas been on simple, integrated,quality applications that are highlyuseful and just work, effortlessly.We have a term for these types of apps: super apps. Characteristicsof a super app include:

n An always-on experiencen Real-time proactive alerting

and noticationsn High efciency, scalability and

context sensitivityn Tight integration with the

BlackBerry smartphoneinterface and apps such asthe homescreen, messages

list, calendar and contacts

We promote the super appconcept to our developer commu-nity and encourage them to buildapps that are very useful to theircustomers and very easy to use.

Google: There is no one approachthat will succeed. Some platformswill go the route of closed–decision

making, with a standardized user experience butlimited innovation potential. Others will becompletely open, allowing innovation at the costof diversied user experience. HTML5 holds greatpotential for simplifying the experience acrossdevices because it allows the same applicationsto run on any device that has a modern browser.

Sybase: How will tablets be adopted into themobile enterprise?

Motorola: Tablets are a disruptive technology thatwill trim the demand for laptops. Vertical marketswill help dene which type of device—be it tablet,smartphone, laptop or some other yet-to-be-announced technology—will be best suited for

particular jobs. Device characteristics, includingweight, screen size, battery life, display resolutionand RF connectivity—such as 3G, 4G, Wi-Fi—willdetermine where the device can be most effective.Applications will adapt to the needs of the job andride on the back of the device hardware decision.

Google: Certain verticals are seeing strong adoptionof tablets—healthcare and education being two of them. Tablets are great devices for scenarios thatinvolve more data consumption than data creation. n

“The major complication will

be logically separating the two

types of data while providing

IT the ability to secure and

manage the work information

in sandboxes.”

—Rick Bylina, Product Marketing Consultant, Motorola

“Most enterprises will need to

employ a corporate policy around

smartphone usage and dene

proactive measures as well as

remedial policies in case the device

gets compromised.”

—Mayur Kamat, Enterprise Mobile Product Manager, Google





Managed Services:Faster DeploymentsSecurity concerns and platform complexity are driving enterprises of every

size to consider an outsourced approach to mobile device management.

As storage and connectivity costs have comedown, the cloud has proven itself time and again asa practical solution for IT challenges, and mobility isno exception. We talked to executives at ve mobilemanaged service providers about how this newdeployment model is taking shape.


n Alex Bausch, CEO and founder, Veliqn Jorge Chauca, marketing solutions manager,

Orange Business Servicesn Gaby Groff-Jensen, sales and marketing director,

SmartPhones Telecom ASn Søren Linde, partner, Mobility Architects

n Jeff Pack, president,RemoteRelief

Sybase: What types of managedmobility services are your enter-prise customers requesting?

Mobility Architects: Our custom-ers are looking for ways to focuson their core business withoutspending too much time man-aging mobile devices, to stayupdated on handset andplatform development and tosupport individual user congura-tions. Managed mobility services

are a perfect t for these requests.

Orange: Enterprises in everyindustry face different challengesand trends, pushing them indifferent “mobile directions.”Some organizations are drivenby immediate savings: They arelooking for a provider that offersa global procurement solution.Others are looking for a partner

able to manage the full life cycleof a eet management service,including ordering, provisioning,device management, supportand so on. We also see requestscoming from elds such asnetwork design, consulting andservice integration.

Veliq: Our enterprise customers

request a solution that is multi-platform, user friendly, scalableand self-service and that cansatisfy the needs of the threekey mobility stakeholders: theIT department, end users andbusiness owners.

SmartPhones Telecom: Consid-ering the vast number of smart-phone users and the delicatenature of the information storedon these devices, security is moreimportant than ever. Companiesneed to dene a policy on howsmartphones should be used, butthey cannot put the responsibil-

ity on the user to make sure thepolicies are followed. A mobiledevice management [MDM] toolis essential for a company thatwishes to secure its smartphoneswhile providing reliable securityand management.

Sybase: What challenges doenterprises face as they try tomobilize their workforce?

Veliq: The rst challenge is their lack of a mobilitystrategy. The second is dealing effectively withemployees bringing in their own devices. And thethird is keeping their mobile solutions simple,secure and manageable at a low cost.

SmartPhones Telecom: Windows Mobile used tobe the preferred operating system for companies.However, Apple and Google introduced a whole newapproach to operating mobile phones. Limited MDMfunctionality on these systems and decreasedinterest in Windows Mobile has left the marketin limbo; customers expect the same level of functionality and security that they once got onWindows Mobile on iPhone and Android devices.

Sybase: What strategies are you recommending toenterprises to help them become mobile?

Orange: First, get prepared: Customers mustunderstand and know contracts, budgets, spendand suppliers. They must also look at how thebusiness will develop internally and externally andwhat kind of applications and security tools areneeded. Second, take control of spend and policiesby simplifying contracts and leveraging buying

“Our enterprise customers

request a solution that is

multi-platform, user friendly,

scalable and self-service and

that can satisfy the needs

of the three key mobility

stakeholders: the IT department,

end users and business owners.”

—Alex Bausch, CEO and Founder, Veliq

“Companies need to dene

a policy on how smartphones

should be used,

but they cannot put

the responsibility on the user

to make sure the

policies are followed.”

—Gaby Groff-Jensen, Sales and Marketing Director,

SmartPhones Telecom AS

http://www.sybase.com/detail?id=1080713






power by working with international partners. Theyshould assess solutions that can remotely manage,support and secure all employees’ mobile devices.Finally, get ambitious: Have clear policies for mobileusage and a development plan for mobile services,applications and security.

Veliq: Enterprises should dare to wonder whetherthey want to own mobility solutions or just usesolutions. They should ask themselves: Will I beable to keep up the necessary investments of ahyperdynamic marketplace, or would it makebetter business sense to rely on a mobility partnerand go for a proven, pay-as-you-go solution fromthe cloud?

Sybase: Do your customers viewhosted security as secure as anin-house solution? Which hostedsecurity features are mostimportant to your customers?

RemoteRelief: Our customersrequire their hosted security to beas secure as internally deployedsecurity. Most of our customers

have compliance mandatesthat have strict enforcementguidelines. Device security policyenforcement, such as devicepower-on password policyenforcement, network accessrestrictions, data encryption,device feature disablement,white-listing email access andremote wipe are some of thesecurity policies that are importantto our enterprise customers.

SmartPhones Telecom: Roughly50 percent of our customersprefer hosted over in-house.Larger companies used to prefer

in-house solutions, but thisis starting to change. Remotewipe, power-on password andencryption of all data, includingthe memory card, are the featuresthey most often request.

Mobility Architects: Whencomparing hosted and in-housesolutions, customers will alwaysnd hosted security on par with

in-house. It helps to rememberthat the device managementplatform does not carry anycorporate data and can thus easilybe separated from the corporatenetwork. Mobile devices retrieveinformation from the corporatenetwork while device security iscontrolled by the service provider.

Sybase: Describe the typicalenterprise using managedservices today.

RemoteRelief: Our managedservices customers includerecognized brand-name chainstore retailers, pharmaceuticals,beverage distributors, grocery,convenience store retailers,government and other serviceproviders. Customers vary insize from small deployments of fewer than 50 remote devices tomore than 2,500 devices.

Mobility Architects: The demand

seems to be independent of the size of operation. Themanaged operation is providedto customers that havethousands of users in globalenterprises as well as a fewhundred users supporting alocal business.

Sybase: What expectations do you have for managed services?

Since it’s a growth area, what initiatives do youhave under way to increase your market share?

SmartPhones Telecom: We have started todevelop mobile application offerings in additionto our MDM solution. We’ve invested in developerskills on Windows Mobile, Android, iOS, Symbianand BlackBerry.

Mobility Architects: With the introduction of technologies to support several customers in onehosted device management environment, serviceproviders and telcos are now looking into offeringlow-cost hosted MDM to the mid-market. We are

currently assisting a number of customers on howto establish a device management service offering,and we expect this market to grow rapidly over thenext couple of years.

Orange: Our market view is that each customerhas a unique set of issues, challenges and needsin mobility. Our goal is to create a broad andexible managed mobility portfolio coveringdevices, sourcing, expense management,applications and help desk. n

“Our customers require

their hosted security

to be as secure as

internally deployed security.

Most of our customers have

compliance mandates that

have strict enforcement

guidelines.”

—Jeff Pack, President, RemoteRelief

“We are currently assisting

a number of customers

on how to establish a

device management service

offering, and we expect

this market to grow rapidly over

the next couple of years.”

—Søren Linde, Partner, Mobility Architects

“Our goal is to create a

broad and flexible

managed mobility portfolio

covering devices, sourcing,

expense management,

applications and

help desk.”

—Jorge Chauca, Marketing Solutions Manager,

Orange Business Services




IT shakes a costs-center heritage

by mixing technology and business

in the mobile enterprise.

Protecting the ROIMobile devices can transorm almost any business or the better.Increased productivity across the organization leads to higher revenuesand happier employees. And, o course, companies that have highmorale fnd it easier to recruit and retain high-value employees.

The revenue upside rom improved data efciency is eye-popping.According to a 2010 study rom the University o Texas at Austin, a10 percent improvement in data intelligence and accessibility can bring$17 million in new product revenue and $14.7 million in new customerrevenue or a typical Fortune 1000 company.

Yet, IT is correct to have concerns. Each platormsupported and application deployed has thepotential to increase IT’s burden exponentially.Controlling security and management eort arecritical to success, but frst you must understandwhat you’re up against.

Here are the fve common challenges acing themobile enterprise, ollowed by one prescription tohelp your mobile strategy be a success.

Dan MahowaldVice President of

Mobility,

SAP






Securing data. Mobile security ears plague CIOs.Eight out o 10 CIOs report that data breeches aretheir top security concern and say smartphonesincrease their organizational vulnerability, according

to a 2010 report by Ovum.

Their concerns generally all into two categories:

n Interception o data in transitn Physical retrieval o data rom a lost or stolen

device

Organizations need cost-eective solutions thatare unobtrusive to users. Point solutions providedby enterprise application vendors can be eective,but they tend to ail at sequestering and controllingdata once it reaches the end user’s device.

Supporting multiple devices. The days whencompanies could standardize on the BlackBerryand ignore other platorms are coming to a close.

Organizations must plan to support all o today’smajor device platorms as well as the technologiesthat have made each platorm a consumer success.Also, you should watch trends careully to makesure you aren’t caught o guard when platormssurge or wane in popularity.

Simplifying deployments. There is little beneft indeveloping a mobile solution that cannot bedistributed quickly to end users. Whether it’s theinitial installation o a mobile application or a

eature update, you need a wayto dispatch these deploymentsremotely. Remote deploymentcapabilities can result in excellentcost efciency and peace o mind.

Keeping maintenance costs low.

The total cost o ownership (TCO)o an application continues longater deployment. You must have

a plan to prevent labor costs romspiraling out o control. A goodplan includes remote access or ITto the entire mobile ecosystem,regardless o the device platorm.This way, all devices can be keptup-to-date and in compliancewithout needing to be handleddirectly by IT personnel. Pointsolutions requently are limitedin their management capabilitiesand are difcult or impossibleto scale, especially when addingnew device platorms.

Integrating on the back end.

When you roll out a new mobile

application, seamless integrationwith the desktop version ismandatory. Composite applicationsthat gather data rom multiplesources are becoming common. Inact, integration across a variety o enterprise applications and datastores can provide the best returnon investment. Integration canbe expensive, so guard againstdevelopment shortcuts that create

data silos. Insist on solutions thatmake integration ast and easy orthe long term.

Benets of a MobileManagement PlatformA mobility management plat-orm provides a comprehensiveunderstanding o back-endsystems, applications and mobile

devices. And it imposes securityand pain-ree management.

In short, a mobile managementplatorm can address all the criticalchallenges acing the mobile enter-prise by providing the ollowing:

n Broad device, operating system(OS) and application support

n Central management console

n Easy integration with a variety o enterpriseapplications and databases

n Proven, remote device management unctionality,including remote data wipe

n On-device and in-transit data securityn Feature-rich, embeddable and zero-maintenance

database management and data movementtechnologies

The problems are signifcant, but an integrated

solution is simple and comprehensive. Application-independent management and security should bewelcome and amiliar to IT managers. n

Dan Mahowald is the vice president of mobility for

SAP Americas. He established and now leads the

Mobility Center of Excellence. He also works with

SAP’s Mobility Development organization and the

SAP Americas executive team to formulate the

strategy and overall plan for mobility.

The revenue upside rom

improved data efciency

is eye-popping.

Mobile Operating Systems at Work

Base: 30 senior IT managers involved in mobile device management and security in publicand private ornanizations in the U.S. and Western Europe

Source: Forrester Consulting, commissioned by Sybase, U.S. and Western European phone survey , February and March 2009

Support one single mobile OS

Support multiple mobile OSes

Support one single mobile OS today buthave plans to support multiple OSes in the

future

37%

53%

10%

OS Diversity: A growing number of organizations are responding to demands for a more inclusive

mobile OS support strategy.





Throughout history armies have struggledto eed their soldiers and deliver supplies whilewaging war. Today’s modern warare is nodierent. With multiple ronts and thousandso soldiers in the mix, managing stockpiles is anecessity or survival.

Airmen in the United States Air Force (USAF)go where the fght is, and battlefelds are usuallyinhospitable or a hard-line or even wirelessconnection. The USAF thereore requires a mobilecomputing and architecture solution that canmeet these requirements and adhere to the strictU.S. Department o Deense security standards andstandardized Air Force Automatic IdentifcationTechnology (AIT), all while operating without thesaety net o a reliable wireless network.

The Air Force AIT provides an accurate andefcient means to track and account or goods.For some time, AIT has used technology such aslinear bar codes, two-dimensional bar codesand Radio Frequency Identifcation (RFID) to doso. Air Force AIT capabilities are tied to specifclogistics systems. These custom applicationsare expensive to develop as well as to maintain.The disparate systems mean that hardwarededicated to one system may not be available

elsewhere. For the airmen onthe ground, fnding the rightpropeller blade or meals readyto eat (MRE) means switchingbetween hardware and interaces,all while relying on wirelessconnections that may beintermittent at best.

To coordinate these myriadAir Force AIT capabilities usedby logistics applications, the U.S.Air Force began to develop theEnterprise Data Collection Layer(EDCL), a collection o commercialsotware applications thatwould serve as a centralized

data collection transormationlayer. Ater an extensive searchand testing period, the selectedSybase mobile platorm to serveas the sotware synchronizationoundation or mobile computingin the EDCL.

Setting a New StandardThe EDCL solution ensuresthat the interace and mobile

mobile security. Thereore the EDCL mobilecomputing and enterprise architecture ensuresthat the collection o data occurs as close to thepoint o data collection as possible.

The collection o all supply-chain data into asingle database means that airmen can ocus onbusiness intelligence applications, not data entryor management. The EDCL eectively collapsesthe supply chain by oering better visibility tothe user through AIT capabilities, allowing ormore educated decisions about how to expediterequisitions.

The ability to “move data to the sand” andminimize the work required to log it increases the

time airmen have to accomplish more critical tasks.These capabilities allow airmen to concentrate ondeveloping the business logic and processes o their mobile applications without worrying abouthardware integration, network connectivity, orapplication and data synchronization that must spansecurity layers. By standardizing the architectureand how applications are delivered, and keepingsustainment costs low, the project was accredited bythe Department o Deense, sparking the interest o other branches o the U.S. Armed Forces. n

architecture remain the sameregardless o what hardware ordevice is used, and data is easilytranserred between users. Withpotentially over 15,000 dierenthandheld and laptop devices inuse throughout the USAF, it isan astounding eat to enableall to record supply chain datasimultaneously.

It is a rare case when a productrequires no customization,especially or the militarywhere security and unctionalitystandards are paramount.

However, that is the case withthe EDCL, as it uses out-o-the-boxunctionality. The EDCL systemarchitects have eectively createda solution that enables them tostay on top o the latest versionso each aspect o the implemen-tation phase with ease.

The mobile computingcapabilities also require ail-sae

U.S. Air Force keeps troops combat ready by improving supply-chain

and logistics processes.

Mobility Accomplished

U.S. AIR FORCE CASE STUDYWith potentially over 15,000 dierent

handheld and laptop devices

in use throughout the USAF,

it is an astounding eat

to enable all to record

supply chain data simultaneously.

http://bcove.me/04u4t1k0

http://bcove.me/04u4t1k0




MobileLockdownForty-three percent—that’s how many IT executives areworried about the security implications o supporting smartphonesinside their enterprise, according to a survey by Forrester Research.CIOs are right to be concerned; mobile technology comes with morethan its share o security risks.

Mobile devices are an easy target. Phones disappear requently. Anysensitive data that resides on a lost device is accessible to whoever fnds it.

Joe Owen,Vice President of Engineering,


As more employees bring their own devices to the

ofce, IT has a new headache: Departments needto keep close account o these devices, who is usingthem and or what purpose. One Sybase customerwas shocked to fnd more than 1,000 unauthorizeddevices on its network during an audit. Suchunauthorized devices are a potential source o viruses or other malware and must be identifed.

And there are other issues as well: Virtualoices and telecommuting arrangements makeit diicult to implement user group policies,

Smartphones and tablets are

becoming more prevalent in the enterprise.

Don’t let them be a security hazard.






But governance does nothingto abate the growing burden onresource-challenged IT departmentsto administer mobile devices. Themobile security workload typicallyincludes the ollowing:

n On-device password and dataencryption

n Remote device kill and data

deletion or lost or stolendevices

n Antivirus and frewallprotection or handheld devices,including call fltering

n Remote delivery o securitypatch updates

n Over-the-air encryption

The Merits of aPlatform ApproachFortunately, a proven mobilitymanagement platorm excels atsolving these problems withoutovertaxing IT resources—evenat companies experiencing astsmartphone growth. Neither

traditional sotware managementsuites nor narrow point solutionsare up to the task. They lacksupport or either a broad varietyo mobile devices or rich eaturessuch as data segmentation thathelp organizations tackle the truepain points o mobile computing.

Industry analysts support thisview. “A comprehensive mobile

device management and security solution shouldbe at the heart o any business’ mobile strategy,”says a Forrester Research report. “Investments inmobile device management solutions will have animmediate impact on the mobile operations o thebusiness. It will lighten the support burden on ITproessionals and aord them more time to workon strategic projects, not just keep the lights on.”

Not only that, but the right mobile managementplatorm should ensure regulatory complianceand meet the highest standards o securitygovernance while still giving enough exibilityto employees to be productive with theirsmartphones and tablets. This comprehensive,balanced approach is exactly what most mobile

enterprises need.n

As vice president of engineering for Sybase, an

SAP Company, product technology operations,

Joe Owen is responsible for product strategy and

R&D efforts for the company’s mobile management

and security products. Owen earned a B.S. degree

in computer science from the Georgia Institute

of Technology’s School of Information and

Computer Science.

One Sybase customer

was shocked to ind

more than 1,000

unauthorized devices

on its network

during an audit.

Checklist for a New Mobile Security Strategy

Here are four questions every organization

should ask before allowing personal devices

into the enterprise:

n How do I deny access to unauthorized users?

Require employees to set a strong password

on their mobile device and to change it every

three to six months. Mobile management

systems can automate enforcement.

n What’s my plan if a personal device gets lost

or stolen?

Passwords aren’t enough; you must be able

to lock and wipe the device remotely. The rst

lets you “freeze” a device, which is useful if

there’s a good chance it will turn up again.

If it’s gone for good, remote wipe lets you

permanently erase stored data.

n How do I remove corporate data from a

personal device whose owner is leaving the

company?

Management tools can be used to segregate

enterprise and personal data. When an

employee leaves, IT can wipe the enterprisedata from that person’s device while leaving

personal data unaffected. This capability

protects the organization without

inconveniencing the user.

n How do I keep prying eyes away from

confidential files?

Use mobility management software to encrypt

enterprise data, both as it is transmitted and

when it is “at rest” in the device’s memory.

robust frewalls, user authenti-cation and password updates.

Making Mobile SecurityPriority No. 1In their rush to address theincredible demand or mobileapplications, many organizationswill struggle to ramp up securityin kind. As IDC observed: “Even

companies that are aware o thedanger and are looking to securemobile devices may lack solutionsto address the issue.”

Companies can slow down theirmobile adoption—but they risklosing loyal customers and cedingtheir position in the competitivemarketplace. For those who wouldrather not pay such a dear price,the trick will be fnding just theright balance: maintaining theintegrity and security o thenetwork without creatingirritating hurdles or end users.

A mobile governance policyis a good place to start. Thispolicy codifes rules andregulations, such as howoten users must changetheir passwords and whatsotware must be installedon each device. It providesthe ramework to secureboth network trafc andsensitive internal data.





never have been stored on thedevices in the frst place.

Educating employees aboutmobile security is the frst,and most important, step acompany can take. But that isno substitute or technology.IT needs robust security toolsthat can remotely encrypt and

manage data and access rightson any device that attempts toconnect to the network.

These 10 mobile securityeatures can help keep companiesin compliance:

n Enforced authentication: Users must enter a passwordwhen the device is cycled on.

n Over-the-air data encryption: Data exchange is ullyprotected using Secure SocketsLayer (SSL).

n Remote control capability: Administrators can take

control o the mobile device.n Remote wipe: Administrators

can clear all data and settingson a lost or stolen smartphoneor tablet.

n Remote data fading: Adminis-trators can automatically wipeout data on a mobile device i ithas been lost, stolen or inactive.

n Full disk encryption: Thismakes it nearly impossible or

anyone without authorization to read privatedata on a mobile device.

n Separation of personal and enterprise

information: IT should be able to secure, con-trol and erase corporate data andapplications, separating them rom personalphotos, music or games.

n User access rights and security policies: IT canfnely control exactly what data users can accesswith their mobile devices.

n Over-the-air provisioning: Administrators can setpolicies, confgure user smartphones and updateapplications remotely rom a central platorm.

n Network lters: A flter collects data andanalyzes it so IT can evaluate personal mobiledevices coming into the network. One optionis to monitor who is attempting access andto block access unless a device managementclient is installed on the device.

A Better WayFor companies in regulated industries, a securitybreach or compliance violation can be a fnanciallydevastating event. But a blanket moratoriumon mobile data access is uneasible at bestand strategically ruinous at worst. Instead,consider tools that let you satisy regulators—

and your employees.n

Jeff Pack currently is president of RemoteRelief, Inc., a

Sybase partner providing mobile device management

consulting, implementation and hosting services.

Pack has more than 20 years of remote systems

management experience across a broad spectrum

of businesses and device platforms. He is a 1985

graduate of Appalachian State University with a

Bachelor of Science degree in computer science.

Can Compliance andMobility Commingle?

A data breach costs a company an averageo $3.4 million, according to a worldwide reportpublished in 2010 by the Ponemon Institute.That igure is roughly double in the UnitedStates. And 32 percent o breaches involved lostor stolen laptops or other mobile data-bearingdevices—a number that is surely growing asast, or aster, than mobile device usage.

Mobile computing has inherent securityrisks. But it can be particularly troublesome ororganizations in highly regulated industries. Asluck would have it, many o the industries withthe biggest regulatory hurdles are the very oneswith the most to gain rom mobility.

Take utility companies, with their meterreaders and other mobile workers. When armedwith rugged mobile devices, such ield workersrequire uninterrupted access to mobile data. Yetutilities operate under a host o rigorous ederalregulations and the threat o fnes o up to $1 millionper violation, per day.

Like it or not, regulators are responding tomobile adoption by continuing to tighten thesecurity screws. That puts IT in the hot seat.

Giving Up on ProhibitionCompanies typically enactstringent user polices thatprohibit employees romstoring customer, patient or bankinormation on their laptops orsmartphones. Or they mightattempt to prevent mobile

devices rom accessing this data.

Realistically, though, employeesoten need to access this business-critical data rom their mobiledevices. Careless or rushedemployees also circumventprohibitions against storingdata on their mobile devices. Asa result, IT needs a contingencyplan to erase data that should

For organizations in highly regulated industries, the juxtaposition of

security mandates and mobile devices jangles nerves.

Jeff PackPresident,

RemoteRelief





Kindred Healthcare, Inc., is a healthcareservices company that through its subsidiariesoperates hospitals, nursing centers and a contractrehabilitation services business across the UnitedStates. The contract rehabilitation services business—Peoplefrst—is the nation’s second largest contracttherapy company, employing over 8,000 individualsthe majority o whom work directly with patients atover 600 locations across the country.

Historically, the therapists (or a secretary) had tospend an hour at the end o each day at a desktopPC keying their handwritten patient treatmentnotes—patients seen, time spent with each patient,and other treatment-related inormation—into thecompany’s centralized billing system. The time spentkeying inormation into the system was time that

could have been better spent working with patients.Additionally, as with any paper-based system thatrequires re-entry into a computer system, errorswere inevitable.

Building a Healthy SystemTo improve the quality o care delivered to patients,enhance its therapists’ productivity and increase theaccuracy o the patient data required or billing andother purposes, Peoplefrst decided to develop anddeploy a mobile system to replace pen and paper.

“We created a customapplication called Point-o-CareMobile,” explains Keith Bickett,project manager or Peoplefrst.“We’d had an application calledPoint-o-Care that ran on desktopPCs, which is what the therapistsused to enter their handwritteninormation. By mobilizing thisapplication, we eliminated thatintermediate step.”

Point-o-Care Mobile wasdeveloped to run on HP iPAQWindows Mobile devices andto connect wirelessly with thecompany’s centralized database

in Louisville, Kentucky. Deviceconfgurations would have tobe monitored and maintained,sotware updates distributed,treatment codes required orbilling purposes routinely updated,security policies enorced, patientdata securely synchronizedand more. O course, the devicemanagement solution had to beproven and reliable.

timekeeping and treatment inormation intodesktop PCs or transmission to our centralizedsystems. This allows them to treat more patientsand/or spend more time with each patient,which is critical when your ocus is producingthe best possible clinical outcomes.”

“In addition,” Bickett continues, “the inormationwe capture now is more timely and accurate, whichallows us to generate more accurate invoices andimprove our cash ow. Management also beneftsby being able to view inormation in near realtime, which allows them to optimize scheduling,monitor treatment plans and progress, and meetcompliance requirements more efciently andeectively.”

Point-o-Care Mobile has produced additional,somewhat unexpected benefts. The use o thismobile solution has helped Peoplefrst securerehabilitation contracts rom healthcare acilitiesimpressed by its efciency and accuracy comparedto the paper processes still used by many otherrehabilitation businesses. And the solution hasproven to be a valuable recruiting advantage inthe competition or the fnite pool o therapygraduates each year. n

The Point-o-Care Mobilesystem consists o HP iPAQdevices running the WindowsMobile operating system. Alsorunning on the devices are thePoint-o-Care custom applicationand the Aaria client sotware.Therapists sync their devicestwice a day—in the morning toget their treatment schedulesand at the end o the day totransmit their timekeeping andtreatment code inormation.Sotware updates can be pushedto the therapists’ devices asrequired. A typical sync session

lasts about 90 seconds.

“Moving rom paper toPoint-o-Care-Mobile hasproduced important benefts orPeoplefrst and or our patients,”says Bickett. “The most importantbeneft is that our mobile systemhas eliminated the need ortherapists to spend hourseach week re-entering their

Kindred Healthcare improves operational efciencies and revenue

management with more accurate billing and reporting.

Getting Physical

KINDRED HEALTHCARE CASE STUDY“The most important beneft is

that our mobile system

has eliminated the need or therapists

to spend hours each week re-entering their timekeeping

and treatment inormation into desktop PCs or

transmission to our centralized systems.”

—Keith Bickett, Project Manager, Peoplefrst

http://bcove.me/qe6z124p







Tasty Baking Company is one o the country’sleading bakers o snack cakes, pies, cookies anddonuts. The company distributes its products toconvenience stores, supermarkets and other retailoutlets across this geographic territory using adirect-to-store delivery system (DSD) that is operatedby more than 450 independent sales distributors.

“The old mobile platorm that our distributorsused,” explains Chan Kang, director o applicationsat Tasty Baking Company, “was strictly transactionaland text based. As they made their rounds to thenumerous outlets on their routes, the distributorswould pull outdated products rom the shelves,

determine restock requirements, go back out to theirtrucks to get those products and then wait until amanager was ree to count and veriy the delivery bysigning a paper orm.”

At some point during the day, the distributorswould transmit the store-by-store product deliveryinormation in the orm o text fles sent by thehandheld devices they were using at the time. Theywould deliver the signed orms to Tasty BakingCompany when they returned to the company depot.

Company sta then had to scanthese tickets into its record reten-tion system as proo o delivery.

“What we wanted to do,”says Kang, “was to createan application or our salesdistributors that would helpthem run their businessesmore eiciently and moreproitably. Our vision was anapplication that would automatedelivery and documentationprocesses and improve synchroni-

zation with our back-ofce systemsto help distributors increase theefciency o their daily runs andmaximize their proftability.”

ChoosingKey TechnologiesTasty Baking Company thenturned to an outside sotwareapplication vendor to helpthem create the new Route DSD

While this unctionality is very useul, the SybaseiAnywhere-powered Route DSD application isenabling Tasty Baking Company and its distributorsto move to an even more efcient distribution andsales model called scan-based trading.

Scan-based trading is a distribution and salessystem in which products (in this case Tastykakes)delivered to a store are not property o the store.The products that are delivered to a supermarketor convenience store and merchandised on theshelves by the independent distributors remainthe property o the distributors until they are soldand scanned by the store’s register. At that point,and only at that point, is the transaction reportedand the store invoiced or the products.

“The beneit to our sales distributors,”explains Kang, “is that they don’t have to go tothe receiving area and get checked-in, waitwhile the products are counted and continueto wait until a manager signs various ormsacknowledging receipt, which can be quite time-consuming when stores are busy. Instead, ourdistributors can just walk in the ront door o theretail establishment, do what they have to do asar as merchandising the shelves and then leave.The stores also like the increased eiciency.” n

application. The Route DSDapplication was installed onSymbol 9090 handhelddevices that were issued to thedistributors. These devices areequipped with barcode scannersthat enable distributors to quicklyand accurately capture data onproduct being removed romthe shelves and product beingdelivered.

The new application alsoincludes signature captureunctionality, which allowsthe distributors to capture thestore managers’ or receivers’

signatures digitally in theapplication and incorporatethem into the printed deliverytickets. The digital signaturesare then electronicallytransmitted to Tasty BakingCompany as proo o delivery.This alleviates the need orthe distributors to mail in ordeliver the t ickets to TastyBaking Company.

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

savor more prots.

The Sweet Smellof Success

TASTY BAKING COMPANY CASE STUDY“We’re a bakery,

not a sotware development company

so when we wanted to improve

this new Route DSD application,

we knew we couldn’t do it ourselves.”

—Chan Kang, Director o Applications, Tasty Baking Company








MobiDM,a Netherlands-based mobile sotwaredevelopment company, responded to the growingneed among organizations to manage and securethe broad range o mobile devices being usedby employees in the enterprise by developing asotware-as-a-service (SaaS) device managementsolution. This solution enables organizations toprovision, manage, monitor, maintain and securemobile devices over any wireless connection roma central console.

Solving Three Problems“As we thought about this,” says Alex Bausch,CEO o the company behind MobiDM, “wedecided we wanted to solve three issues withMobiDM. First, we wanted to develop asolution that would not burden customers or

require them to hire employees to manage themanagement solution. Second, we wanted thesolution to provide easy-to-use, transparentunctionality to enable enorcement o securitypolicies, over-the-air sotware distribution andapplication and data updates. We also neededthe solution to provide device conigurationmonitoring and enorcement, multiple devicesupport and the scalability to support the evergrowing number o devices in use in today’senterprises. And inally, we wanted to do all

o this without requiring anup-ront investment by ourcustomers.”

In conceptualizing thismanaged solution, MobiDMenvisioned a mobility man-agement platorm with a Webportal interace that wouldutilize a SaaS delivery modeland be as easy to use as atypical electronic bankingsolution while providing aclear, predictable cost o ownership.

“We knew rom the start that

we needed a proven, robustand scalable mobile devicemanagement product to powerour MobiDM oering,” saysBausch. “Because we knewhow critical that would be toour success, we researched adozen dierent options. Thisexhaustive research led us tothe conclusion that only Aariarom Sybase iAnywhere could

proposition—a SaaS solution aimed at our enterprise

customers. MobiDM gives us the opportunity to oerour customers control, management and securityover all their smartphones out in the feld, includingthe settings o mobile connectivity rom thesmartphones to the ICT environment. MobiDMsupports the productivity o the mobile employeesor an attractive cost per month.”

“I believe that our success is due largely to theact that we are meeting a very pressing need,”says Bausch. “Organizations have embraced mobiletechnology because it delivers clear and compellingbenefts, including increased employee productivity,reduced operational costs, improved data collectionand accuracy, the ability to seize opportunities whereand when they present themselves and to strengthenrelationships with customers and business partners.”

Edwin Pastoors, data and telecom managero ONVZ, a Dutch health-insurance company,comments, “We were looking or a soluti onto secure and manage our smartphones. InMobiDM we ound the solution. The sotware hasminimum impact on the device perormance andis very user riendly. We were also attracted by thecompany’s business model, which requires noup-ront investment or any maintenance on ourpart. We are very satisfed with the service.” n

deliver the range o unctionality,

the multi-platorm support andthe ability to mesh well with ourSaaS strategy that we required.”

Beyond selecting Aaria asthe mobile device managementand security solution to powerits managed solution, MobiDMestablished a relationship withSybase iAnywhere in which thetwo companies collaboratedin the development process.MobiDM is able to upgrade thesolution requently to supportnew devices and deliver additionalunctionality such as telecomexpense management and the

scheduled delivery o audio andvideo fles to users’ smartphones.

The company’s user base isgrowing at a rate o about athousand new devices eachmonth. Eric van Daatselaar,product portolio marketeerat Vodaone Netherlands says,“MobiDM is a vital part o our Windows Mobile E-mail

Companies opt for managed services to decrease up-front investment

and maintenance costs. MobiDM morphs SaaS into MaaS.

Mobility Service Call

MOBIDM CASE STUDY“We knew rom the start

that we needed a proven, robust and scalable

mobile device management product

to power our MobiDM oering.”

—Alex Bausch, Director, MobiDM

http://bcove.me/3z6ou89y

http://bcove.me/3z6ou89y




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.

Changes to Mobile Solutions Budget

Increase

Decrease

No change

Base: 317 IT decision-makersSource: Computerworld, Mobility 2011 Survey

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

65%

5%

29%

Enterprise mobile solutions account for nearly one-fifth of the 2010 IT budget

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.

Support for Multiple Platforms

Base: 317 IT decision-makersSource: Computerworld, Mobility 2011 Survey

Less than 1,0001,000+

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

21%

15%

24%

20%

24%

31%

18%

30%

4%

3%

Four or more

Three

Two

One

None

MARKET DATA

Platforms Supported: RIM BlackBerry retains its dominant position in the enterprise while

Apple iPhone and Google Android have captured nearly 100 percent of “new platform” gains

since 2008. It remains to be seen whether Microsoft—long the strong No. 2—will successfully make

the transition from Windows Mobile OS to the new code base of Windows Phone. (Low Symbian

responses are typical for the North American region, and they tend to be higher in other geographies.)

What Smartphone Platforms Are SupportedWithin Your Workforce?

Base: Asked to those who indicated having a workforce with smartphones

Source: Yankee Group; N=205

Limited sanction/support for some users

Fully supported/corporate sanctioned

Not corporate sanctioned/not supported

Piloting/testing for corporate support

BlackBerry OS (n=181)

Windows Mobile (n=181)

iPhone (n=181)

Palm OS (n=181)

Symbian (n=181)

Android (n=181)

Other smartphone OS (n=54)

59% 14% 2% 25%

25% 17% 6% 53%

31% 15% 1 0% 43%

2% 4% 4% 90%

8% 10% 5% 77%

15% 12% 14% 58%

100%




IT Support for Smartphones: Even with the signicant increase in IT support for personal

devices, 23 percent of workers still report that the primary smartphone they selected and use for

work at least weekly is unsupported by IT.

Which of the Following Statements Describesthe Smartphone You Use for Work?

22%

34%

21%

23%

Base: 503 U.S., Canada and U.K. information workers at companies with 100-plus employees,who use a smartphone at least weekly for work

Source: Forrester Research, Workforce Technographics® US, Canada, And UK Survey , Q3 2009Forrester Research, Enterprise Mobility Momentum Heats Up In 2010, June 21, 2010

It is a device I selected from mycompany’s approved/supported listand my company purchased

It is a device my companyissued to me

It is a device I selected and purchased thatmy company hasn’t said it supports

It is a device I selected and purchased frommy company’s approved/supported list

Mobile Applications Planned: In 2010, one-third of companies implemented and/or expanded

their mobile application implementation. An additional 30 percent plan to implement mobile

applications in the next 12 months or beyond.

What Are Your Firm’s Plans to AdoptMobile Applications?

Base: 2,803 IT decision-makers

Sources: Forrester Research, Insights for CIOs: Make Mobility Standard Business Practice Forrsights, Budgets and Priorities Tracker Survey , Q2, 2010

Interested but no plans

Expanding/upgradingimplementation

Implemented,not expanding

Planning to implementin a year or more

Planning to implementin the next 12 months

Not interested

0% 5% 10% 15% 20% 25%

12%

15%

15%

16%

17%

22%

63%

MARKET DATA




Decision Making Shared: More than 70 percent of mobile application and mobile phone/

smartphone buying decisions are shared by business units/departments and IT.

Who Makes the Purchasing Decision?

Base: 317 IT decision-makers

Source: Computerworld, Mobility 2011 Survey

Mobile applicationsMobile services (voice/data) Mobile phones/smartphones (devices)

Purchases made bybusiness units/departments

with input from IT

Purchases madesolely by IT

Purchases madesolely by individual

business units/departments

Purchases madeby IT with input from

business units/departments

0% 5% 10% 15% 20% 25% 30% 35% 40%

22%

21%

27%

37%

30%

27%

15%

16%

21%

20%

23%

18%

Application Adoption: Business process mobile application adoption lags far behind email and

calendaring in current implementations, and planned projects are customer-facing and business

process-centric.

What Are Your Firm’s Plans to Adoptthe Following Mobile Applications?

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

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

Email/messaging

Personal informationmanagement (PIM)—calendar and contacts

Instant messaging

Enterprisetelephony

Customer relationshipmanagement (CRM)

Sales forceautomation (SFA)

Business intelligence(dashboards)

Collaboration(wikis)

Documentmanagement

Enterprise resourcemanagement (ERP)

Field forceautomation (FFA)

Supply chainmanagement

Humanresources (HR)

Other

Currently mobilized and/orwill be mobilized–next 12 months

Currently mobilized

91%93%

66%73%

51%64%

35%48%

29%50%

29%40%

22%49%

22%43%

18%48%

15%30%

11%20%

11%20%

10%23%

4%

6%

MARKET DATA




What Are the Three Primary Metrics YourOrganization Uses to Measure the ROIfor Your Application?

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

Rank

1

2

3

4

5

Mobileoffice

Increased userproductivity

Reduced

paperworkIncreasedrevenues

Decreasedexpense

Increasedcustomer satisfaction

Mobile workforcemanagement

Mobile sales forceautomation

6

Next-gen fleetmanagement

Less employeeovertime

Increasedcustomer satisfaction

Reduced labor

expenseHigher jobcompletion rates

Reducedpaperwork

Improved competitiveadvantage

Improved field serviceresponse times

Improved workerresponse times

More accurate

billingLess employeeovertime

Higher jobcompletion rates

Reducedpaperwork


Reducedpaperwork

Increased

salesIncreasedcustomer satisfaction

Faster overallsales process

Increasedsales visits


By the Numbers: Organizations are using return-on-investment metrics specic to the mobile

application being deployed.

U. S. Mobile Enterprise Application Market,Satisfaction by Application (2010)

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

Mobile sales force

Mobile office

Mobile workforcemanagement

Next-gen fleetmanagement

SatisfiedVery satisfied Dissatisfied Neutral

33%

54%

3%10%

34%

51%

7%8%

37%

47%

4%12%

39%

51%

3%7%

Satisfaction Is High: The vast majority of mobile enterprise application users are either

“Very satised” or “Satised” with their mobile solutions. Responses are similar even across

dierent types of applications.

MARKET DATA




Acquisition and Development Preferences: Custom-developed (third-party, systems

integrators, in-house and mobile enterprise applications platform) applications still dominatethe market for new applications, although the number of packaged mobile enterprise applica-

tions is increasing—particularly as the major software suite vendors invest in their mobile

oerings.

Source: Forrester Research, Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2010

Customapplicationsdeveloped by

third party

Purchasemobile

applicationsfrom an

applicationstore

Developin-house,

“homegrown,”or on purchased

mobile middlewareplatform

Use mobileextension of

existingpackaged

applicationfrom the vendor

Purchase viaa mobileservice

providerportal site

NOTE: Respo ndents were permitted to select multiple options, and totals may not equal 100 percent.

0%

10%

20%

30%

40%

50%

Base: 1,009 North American and European enterprise and SMB network andtelecom professionals

31%

42%

27%24%

22%

How Does Your Firm Acquire and DevelopMobile Applications for Mobile Devices,Excluding Laptops?

Benets Realized: Organizations that have deployed mobile applications report increases inworker productivity and eciency, faster internal and customer-facing issue resolution, and

improvements in customer satisfaction.

Base: 2,247 network and telecom decision-makers

Source: Forrester Research, Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2010Forrester Research, Insights For CIOs: Make Mobility Standard Business Practice, September 3, 2010

Increased worker productivity

Increased employee responsiveness anddecision-making speed

Resolved customer issues faster

Resolved internal IT issues faster

Improved customer satisfaction

Reduced sales cycle time

Reduced personnel costs

Reduced fuel, gas or fleetmaintenance cost

Competitive differentiation

Increased sales revenues

Improved brand perception

Reduced inventory costs

0% 10% 20% 30% 40% 50% 60% 70% 80%

75%

65%

48%

48%

42%

16%

16%

15%

14%

14%

10%

6%

What Benets, If Any, Has Your FirmExperienced as a Result of Deploying Mobile Applications?

MARKET DATA




Native or Web? Native platforms account for more than 55 percent of mobile developers’

projects. Through 2010, requirements for security and device/application management,

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.

Source: Evans Data Corp— Mobile Development Survey, Volume 1, 2010.

Nativedevice

applications

MobilizingWeb applications

for a phone

0%

10%

20%

30%

40%

50%

60%

MobileWeb

applications

55%

30%

15%

Percentage of Mobile Programmers Focused onDeveloping for Native and Web

Platform Considerations: Enterprise mobile application developers are most concerned

about tooling and developer support considerations when selecting which platforms to target—

far more than about platform market share or current market excitement.

Source: Evans Data Corp, Mobile Development Survey , Volume 1, 2010

Availability of tools

Quality of developer program(specs, support, tools)

Executive mandate

Platform familiarity

Revenue potential

Platform market share

Integration with othercorporate applications

Go-to-market channelsfrom device manufacturer

Security

Current market excitementabout platform

Device uses apreferred technology

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

Top Factors Firms Consider When Choosing Which Platforms to Target forMobile Applications (Enterprise Developers)

MARKET DATA




MARKET DATA

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 signicant impact in enterprise mobile computing, as they begin

replacing some ruggedized devices, eld laptops and information-worker devices.

Sources: GartnerForecast:PCs, All Countries (Annual Data), 3Q10 Update, September 24, 2010Forecast:Connected Mobile Consumer Electronics, Worldwide, 2008–2014, October 13, 2010Forecast: Mobile Communications Devices by Open Operating System, Worldwide , 2007–2014, August 30, 2010

SmartphonesMedia tablets Mobile PC Desktop PC

M i l l i o n s o f u n i t s

0

200

400

600

800

1000

1200

1400

1600

1800

2010 2012 2013 20142011

Computing Platforms Unit Sales Forecast,2010–2014

Mobile Enterprise Applications:Level of Customization Required,Customization Approach

Customization Requirements: For those applications purchased as packaged mobile

applications, or as extensions to existing packaged applications, around 70 percent require

some level of customization—much of which is handled in-house. Between 11 percent and

17 percent of projects require signicant customization.

Source: Frost & Sullivan Online Survey, March 2010; N=307

Mobile sales force automation

Next-gen fleet management

Mobile workforce management

Mobile office

Significant customizationrequired; handled in-house

Implemented out of box;no customization needed

Significant customization required;hired a third party to provide

Some customization required;handled in-house

Some customization required;hired a third party to provide

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

30% 31% 11% 22% 6%

23% 44% 17%11% 4%

29% 34% 21%10% 6%

32% 38% 19%7% 4%




MeeGoSymbianMicrosoftiOSRIMAndroid

Source: Roberta Cozza, Mobile Communications Devices by Open Operating System, Worldwide, 2007–2014, Gartner, Q3 2010 Update,August 30, 2010

Bada

0%

20%

40%

60%

80%

100%

201420132012201120102009

North America

Western Europe

0%

20%

40%

60%

80%

100%

201420132012201120102009

MeeGoSymbianMicrosoftiOSRIMAndroid

Worldwide Mobile Communications Open OS Forecast: Google Android unit sales to end

users surpassed Apple iOS in the rst half of 2010 and RIM BlackBerry smartphone unit

sales to end users in the third quarter of 2010. Unit sales are forecast to rival or exceed

Symbian OS shipments by 2014.


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

iOS (33%)RIM (22%)Android (53%)

M i l l i o n s o f u n i t s

20102009 2011 2012 2013 2014

0

100

200

300

400

500

600

700

800

900

CAGR 2010–2014 (%)

Worldwide Mobile CommunicationsOpen OS Sales to End Users

MARKET DATA

Regional Market Share Open OS MobileCommunications Devices




MARKET DATA

0%

20%

40%

60%

80%

100%

201420132012201120102009

Asia Pacific and China (-Japan)

Latin America

0%

20%

40%

60%

80%

100%

201420132012201120102009


BadaMeeGoSymbianMicrosoftiOSRIMAndroid



0%

20%

40%

60%

80%

100%

Eastern Europe and Middle East and Africa

Japan

201420132012201120102009

0%

20%

40%

60%

80%

100%

201420132012201120102009


Linux/LiMoSymbianMicrosoftiOSRIMAndroid






Fear Factor: Enterprises continue to move forward with mobility, but some are struggling

with security.

Base: Sample size of 250 companies with revenues upward of $100M surveyed across theUnited States and United Kingdom


0%

10%

20%

30%

40%

50%

60%

70%

80%

Securityfears

Costconcerns

Lack of direct

experience

Other Nothing

8%

75%

54%

25%

2%

Which of the Following Factors, if Any,Have Ever Prevented Your Company From Adopting Mobile Applications?

Base: Sample size of 250 companies with revenues upward of $100M surveyed across theUnited States and United Kingdom


0%

10%

20%

30%

40%

50%

60%

70%

Costsavings

Productivityconcerns

Employeerequests or

needs

Competition Other

3%

63%

51% 50%

43%

Which of the Following FactorsGenerally Inuence the Adoption of New Mobile Applications at Your Company?

Cost Savings: Saving money is the most popular reason for companies to deploy mobile apps.

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

sound strategy.

MARKET DATA




Accenture is a global management consulting,

technology services and outsourcing company, with

approximately 204,000 people serving clients in

more than 120 countries. Combining unparalleled

experience, comprehensive capabilities across allindustries and business functions, and extensive

research on the world’s most successful companies,

Accenture collaborates with clients to help them

become high-performance businesses and govern-

ments. The company generated net revenues of

US$21.6 billion for the scal year ended Aug. 31, 2010.

For more inormation, visit accenture.com

Bluen Solutions is a dynamic, global technology

consultancy that works with clients to achievegreater business performance by optimizing SAP

technology. Bluen Solutions is a leading SAP

business and technology consultancy with an

established reputation for quality and excellence for

its service, consultancy approach and delivery. The

Bluen “Business performance with SAP” strategy

underpins and builds on the company’s consulting,

technology and outsourcing expertise, creating

sustainable value for clients and stakeholders.

Through technology and industry expertise, Bluen

Solutions identies business and technology trends,

and develops relevant and creative solutions that

are helping clients throughout the world.

For more inormation, visit bluefnsolutions.com

The Enterprise Mobility Foundation (EMF) is an

independent think tank committed to educating

businesses on workforce mobility and the organization

behind The Enterprise Mobility Forum—the fastest

growing social network dedicated to enterprise

mobility. The forum provides a central hub where

people come together to share their experiences and

insights about enterprise mobility by participating in

discussions, forums, special interest groups, blogs and

more—all while accessing unbiased, vendor-agnostic

thought leadership.

For more inormation, visit theem.org

Google’s innovative search technologies connect

millions of people around the world with information

every day. Founded in 1998 by Stanford University

Ph.D. students Larry Page and Sergey Brin, Google

today is a top Web property in all major global markets.

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

ofces throughout the Americas, Europe and Asia.

For more inormation, visit google.com

maihiro is a specialist in customer relationship

management (CRM) and supports its customers in

the areas of marketing, sales and service by providing

management, process and technology consulting

services—from devising a strategy and designing

processes through implementation and operations

management. The company is a consulting and

implementation partner to Microsoft, Oracle and SAP.

Founded in 2000 by Bernd Hesse, Uwe May and Mark

Roes, the CRM consultancy now employs more than 70

people at its headquarters in Ismaning near Munich,

Germany, and its subsidiary in Vienna, Austria. In 2010,

maihiro was awarded the Top 100 seal of quality asone of Germany’s most innovative midsize companies.

maihiro provides consulting services worldwide

to companies from a range of sectors. Customers

include 1&1 Internet AG, Al Khaliji Commercial Bank,

Audi, austriamicrosystems, Bank für Sozialwirtschaft,

DEG (KfW Bankengruppe), Europapier, Henkel, Merz

Consumer Care, Merz Pharmaceuticals, Styria Media

Group, Tridonic, Wacker and Würth.

For more inormation, visit www.maihiro.com

Mobility Architects assists organizations and enterprises

in realizing the potential of mobile technology. Through

a visionary and business-focused process, the company

creates reliable, scalable and user-friendly solutions.

Backed by more than 10 years of practical experience,

Mobility Architects has a unique technical and

commercial knowledge of mobility. The company

has broad competencies and offers advice on all

aspects of mobility: strategy and business development,

design of mobile infrastructure, mobile security,

development of mobile solutions, implementation

of device management solutions as well as support

and training.

For more inormation, visit mobilityarchitects.com

Motorola is known around the world for innovation in

communications and is focused on advancing the way

the world connects. From broadband communications

infrastructure, enterprise mobility and public safety

solutions to high-denition video and mobile devices,

Motorola is leading the next wave of innovations that

enable people, enterprises and governments to be

more connected and more mobile.

For more inormation, visit motorola.com

COMPANY IN DEX

http://www.accenture.com/us-en/Pages/index.aspx


http://www.bluefinsolutions.com/


http://theemf.org/

http://theemf.org/

http://www.google.com/


http://www.maihiro.com/


http://www.mobilityarchitects.com/home.aspx


http://www.motorola.com/us










http://theemf.org/

http://theemf.org/








msc mobile is a Sybase partner and ISV that focuses

exclusively on the development and implementationof mobile solutions for SAP. Founded in 2006 by former

SAP employees, msc mobile implements mobile

solutions via the Sybase Unwired Platform and

NetWeaver Mobile. It offers a number of mobile

solutions for SAP customers, including applications

for customer relationship management (CRM) sales,

travel expenses, time sheets and eld service—all

built on the Sybase technology.

For more inormation, visit msc-mobile.com

NEO Business Partners successfully supports SAP

user companies with innovative mobile solutions in

the process areas of customer service, maintenance,

sales and marketing. The aim is to improve the

company’s value creation and competitiveness with

customer-friendly and efcient business processes.

The NEO Mobile Suite (NMS), an SAP NetWeaver and

Sybase Unwired Platform–based suite of mobile

applications, is at the center of the NEO portfolio.

For more inormation, visit neo-partners.com

Orange Business Services, the France Telecom Orange

branch dedicated to business-to-business (B2B) services,

is a leading global integrator of communications

solutions for multinational corporations. With theworld’s largest seamless network for voice and data,

Orange Business Services reaches 220 countries

and territories with local support in 166. Offering a

comprehensive package of communications services

covering cloud computing, enterprise mobility,

machine-to-machine (M2M), security, unied

communications, videoconferencing and broadband,

Orange Business Services delivers a best-in-class

customer experience across a global landscape.

Thousands of enterprise customers and 1.4 million

users rely on an Orange Business Services international

platform for communicating and conducting business.

For more inormation, visit orange-business.com

RemoteRelief provides Afaria infrastructure, sales,

support and services that allow enterprises to take

full advantage of the vast benets of mobility today

and into the future. Whether your workers use

personally owned consumer devices or task-specic

ruggedized devices, Afaria allows you to manage

mobility with complete condence.

For more inormation, visit remoterelie.com

Research In Motion (RIM), a global leader in wireless

innovation, revolutionized the mobile industry with

the introduction of the BlackBerry solution in 1999.

Today, BlackBerry products and services are used by

millions of customers around the world to stayconnected to the people and content that matter

most throughout their day. Founded in 1984 and

based in Waterloo, Ontario, RIM operates ofces in

North America, Europe, Asia Pacic and Latin America.

For more inormation, visit

rim.com or blackberry.com

Samsung SDS is a world-class ICT services company.

With operations in 13 countries and with 11,700

employees, it generated US$3.2 billion in revenues

in 2009. The current business comprises Mobile

Communications, Consulting, ICT Solution/

Infrastructure/Outsourcing, Smart Infrastructure

Engineering, Business Process Outsourcing and

NW & System Integration services.

For more inormation, visit sds.samsung.com

SmartPhones is the market leader for mobile

solutions, mobile customization and mobile

application development in the Norwegian telecom

industry. Working together with partners and

suppliers, SmartPhones delivers solutions and

services that make a mobile phone a secure, effectiveand helpful tool. The company offers local qualied

consultants and technical support to its customers.

SmartPhones is a 100 percent owned Telenor company

headquartered in Oslo, Norway, and has ofces in

Denmark and Sweden.

For more inormation, visit www.smartphones.no

Swiss1mobile of Horgen, Switzerland, was established

in 1994 from a merger of specialized system vendors.The company develops applications for mobile

workow, mobile processes and mobile workforces

for industry sectors such as healthcare, food

manufacturing, retailing, facilities management,

security, fashion and pharmaceutical. Swiss1mobile’s

expertise includes mobile integrations in a variety of

environments including SAP, JD Edwards/Peoplesoft,

Baan, IBM AS-400 and UNIX.

For more inormation, visit swiss1mobile.com

COMPANY IN DEX

http://msc-mobile.com/


http://neo-partners.com/


http://orange-business.com/index_en.html


http://remoterelief.com/


http://www.rim.com/

http://www.rim.com/

http://us.blackberry.com/


http://www.sds.samsung.com/index.jsp


http://www.smartphones.no/


http://swiss1mobile.com/









http://www.rim.com/

http://www.rim.com/












Unwired Revolution is an integrator of mobile

infrastructure solutions, providing expertise in systems

and tools that are used to secure corporate assets,

remotely manage devices and extend applications to

workers who spend signicant time away from theofce. With more than 15 years of experience, Unwired

Revolution serves customers nationwide and in a

variety of industries, including utilities, healthcare,

manufacturing and distribution, and retail.

For more inormation, visit unwiredrevolution.com

Veliq, until recently known as VeiligMobiel, was

founded in 2006 and i s headquartered in Barendrecht

(Rotterdam), The Netherlands. Since its inception,

the company designed and implemented managed

mobility solutions for a variety of clients, includingthe Dutch government, Interpolis, Rabobank, KPMG,

Getronics and Vodafone. Veliq sells indirectly via

leading mobility partners. Veliq’s most important

proposition is MobiDM, an enterprise managed

mobility proposition in the cloud with Sybase Afaria

inside. MobiDM offers superior value by being a pay-

as-you-go, self-service, multi-tenant, multi-platform

solution that enables new services. MobiDM is

being positioned as a managed mobility service.

For more inormation, visit veliq.com

Verizon Communications, headquartered in New York,

is a global leader in delivering broadband and other

wireless and wireline communications services to

mass market, business, government and wholesale

customers. Verizon Wireless operates America’s most

reliable wireless network, serving 94.1 millioncustomers nationwide. Verizon also provides

converged communications, information and

entertainment services over America’s most

advanced ber-optic network, and delivers innovative,

seamless business solutions to customers around

the world.

For more inormation, visit verizon.com

The people of Yankee Group are the global connectivity

experts–the leading source of insight and counseltrusted by builders, operators and users of connectivity

solutions for nearly 40 years. We are uniquely focused

on the evolution of Anywhere connectivity, and chart

the pace of technology change and its effect on

networks, consumers and enterprises. Headquartered

in Boston, Yankee Group has a global presence,

including operations in Europe, the Middle East,

Africa, Latin America and Asia Pacic.

For more inormation, visit yankeegroup.com

ACKNOWLEDGMENTS

Editorial Team

Editorial Director: Eric Lai

Editor: Lori Piquet Cleary

Program Manager: Russ Novy

Research Analyst: Stan Stadelman

Graphic Designer: Margaret Anderson

Developed and produced with help from BaySide Media, 201 4th St., Ste 305, Oakland, CA 94607

BaySideMedia.com

All statements in this report attributable to Gartner represent Sybase’s

interpretation of data, research opinion or viewpoints

published as part of a syndicated subscription service by Gartner, Inc.,

and have not been reviewed by Gartner. Each Gartner publication speaks

as of its original publication date (and not as of the date of this publication).

The opinions expressed in Gartner publications are not representations of fact,

and are subject to change without notice.

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

Sybase, Inc.

Corporate Ofce

One Sybase Drive

Dublin, CA 94568-7902

U.S.A.

1 800 8SYBASE

Sybase.com

http://unwiredrevolution.com/



http://veliq.com/website/VeliQ/


http://www22.verizon.com/content/verizonglobalhome/ghp_landing.aspx


http://yankeegroup.com/home.do


http://www.baysidemedia.com/



http://www.baysidemedia.com/











Regardless of

industry or size,

a mobile enterprise is

a fertile field for

business innovation,

competitive growth

and profitability.

ENTERPRISE MOBILITY GUIDE 2011



Copyright © 2011 Sybase, an SAP Company. All rights reserved. Unpublished rights reservedunder U.S. copyright laws. Sybase and the Sybase logo are trademarks of Sybase, Inc., or itssubsidiaries. ® indicates registration in the United States of America. SAP and the SAP logo arethe trademarks or registered trademarks of SAP AG in Germany and in several other countries.All other trademarks are the property of their respective owners. 01/11

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