cliftons masterclass: future shock! how technology is changing the way we do business

Masterclass Presentation

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The Future of BusinessProductivity Software

Extelligent Design

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Software as a Service

Cloud Services and Software are all around us

Search EnginesSearch Engines

Hosted EmailHosted Email

Accounting PackagesAccounting Packages

CRM PackagesCRM Packages

HR and PayrollHR and Payroll

Content ManagementContent Management

Office Productivity Options

• Speed of getting new staff on board

• Instant on support of collaborative features

• Improved ROI for investment in cloud software

• Standardisation on Web based software

Adoption Drivers and Benefits

300%

• Data centres managed around the globe for you

• Security managed by experts across the data centre

• Software patching and updates also managed for you

• Improved broadband access makes this more viable

Infrastructure Managed for You

• Demand side aggregation – on demand scale

• Multi-tenancy efficiency

• Reduce workflow for IT pros – transition to improve business

Infrastructure Benefits for Clients

30%

• People are the core of almost every business

• Look to software to remove impediments to collaboration and work

• Enable remote and mobile scenarios• Bring familiar software that users

know

• Cloud solutions can enable instant support of features for collaboration

• Co-authoring• Instant Messaging• Workflows• Document management

People are the Centre of your Business

• IT staff can work on improving how the business runs rather than working to keep the lights on

• Refocus how IT operate during new software version roll outs

• Enable mobile collaboration without having teams focus on security if your own network

Let IT do what IT do best

• Look to make more use of cloud based solutions within your business

• Hybrid solutions can provide a way to transition larger services out

• Refocus staff on tasks more important to your business

The Future of Productivity

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Business Technology

Symantec

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You’ve lost your Phone … What are the

consequences?

• 50 smartphones were “lost” in Silicon Valley, Washington, New York, Los Angeles and Ottawa

• Applications: social networking, banking, web/corporate email, private photos, password bank, calendar, contacts, salary spreadsheet, logins

Symantec Smartphone Hockeystick Project

• Develop and enforce strong security policies Password enabled screen locks, mobile device management and security software Educate staff regarding risks and especially about the impact of a lost or stolen device

• Protect information as opposed to devices

• Inventory is critical – you can’t manage what you can’t measure

• Have a formal process in place so everyone knows what to do if a device is lost or stolen

• Integrate mobile device security and management into the overall framework - treat mobile devices as the true endpoints they are

• Physical security – never leave your phone unattended. Perhaps differentiate it by using a case

Recommendations

• >6,000 organisations, from 43 countries highlighting changes in the use of mobile devices and applications

Symantec State of Mobility Survey

Key Findings:

• Enable Broadly – staff will use mobile devices one way or another – make it on your terms

• Think strategically – assess realistically, explore opportunities, understand risks and threats that need to be mitigated

• Manage Efficiently – integrate devices into IT management framework which creates operational efficiencies and lowers total cost of ownership

• Enforce Appropriately – review and appropriately modify acceptable usage policies to incorporate both personal and corporate devices. Consider legal, operational and cultural parameters

• Secure Comprehensively – go beyond passwords, wipe and application blocking. Focus on where information is viewed, transmitted and stored. Ensure consistent corporate and regulatory compliance

Symantec State of Mobility Survey

Key Recommendations:

• Reports of phone and Internet scams almost doubled in 2011 – with reported losses up 35 percent to $85 million

• Scam operators moving from the of Internet to phone

• >50 per cent of scams reported to the ACCC perpetrated by phone

• ACCC was contacted more than 83,000 times by consumers and small businesses about scams – almost doubling the 2010 number.

Source: Computer Daily News 20.3 12 Australasian Consumer Fraud Taskforce 2011 Targeting Scams report, released as part of a "Slam Scams!" National Consumer Fraud Week

The Local Scene – Australia 2011

1. Protect information on devices

2. Authentication

3. Maintain security software and policies

Threat Landscape

Top Security Concerns:

“People should be able to work and play freely in a connected world”

• The importance of risk assessment – how valuable is your data?

• How much technology can you throw at the security problem?

• Never underestimate the human factor

• What is it? Why should I care? How is it going to affect me?

Balancing Security, Convenience & Confidence

• Symantec Smartphone Hockeystick Project http://www.symantec.com/content/en/us/about/presskits/b-symantec-smartphone-honey-stick-project.en-us.pdf

• State of Mobility Study http://www.symantec.com/content/en/us/about/media/pdfs/symc_mobile_device_security_june2011.pdf

• Threat Management Survey http://www.symantec.com/content/en/us/about/media/pdfs/symc-threat-mangement-survey-global.pdf

• Catherine_Rosenbrauer@symantec.com

Useful links

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How to Successfully MobiliseYour Business

SAP Mobile Business Solutions

Agenda

• The 4th Wave of Enterprise IT

• Managing the Consumerisation of Enterprise IT

• The New IT Project – User-led, IT Managed, Never Finished

• Lessons learnt from the SAP experience

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The 4th Wave of Enterprise IT

4th Wave of Enterprise ComputingRE

ACH

Local(1M)

Global(10+B)

Mobile ComputingInternetClient/ServerMainframe

Computer-Centric(IT Driven)

People-Centric(Consumer Driven)

4th Wave of Enterprise Computing

In the Past Few Years, We’ve Seen Enterprise Mobile Adoption Shift Drastically

Mobility 1.0Basic Connectivity

Mobility 2.0Expanded Connectivity

Mobility 3.0Wireless Internet

Mobility 4.0Unwired Enterprise

Voice Voice

Multimedia Messaging

Voice

Multimedia Messaging

Web Navigation Web Navigation

Community

E-commerce

Enterprise Applications

Capa

bilit

y

Community

Voice

Text Messaging

E-commerce

Once Relied Upon for Communication and Increasingly for Transactions, Mobility has come to Run the Enterprise

TransactionalInteractive Enterprise

As a Result, There are New Opportunities for Companies to:

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Managing the Consumerisation of Enterprise IT

Remember, It’s Not Just the Device

Key Considerations

Deploying mobility via point solutions or Mobile Enterprise Architecture Platform (MEAP) and/or a Mobile Consumer Application Platform (MCAP)

Securing and managing the mobile enterprise

Developing applications

Governance approach Mobility skill-sets within current

IT org IT investments Reusability & scalability

Buy or Build? Application Functionality Development cycle times Application release

management

SAP Experience

Bring the Right Device User types Application Management

A Mobility Platform approach enables organizations to achieve lower TCO through:

− Reduced IT intensity: platform governance vs multiple point solutions

− Central management of users, apps, devices, and infrastructure

A Mobility Platform approach enables organizations to quickly develop, deploy and manage apps

− On average, > 25% reduction in app development / deployment time*

− Up to 80% reduction in app development time for a 2nd OS**

Organizations should implement an Enterprise Mobility Management solution that

− Secures and manages devices independent of type, user role, or area

− Reduce capex: enable users to use device of their choice

Decision

1

2

3

An architecture is needed to distribute, secure and maintain mobile apps

30 Mobile Application Security

Mobile Application Maintenance

Mobile Application Distribution

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The New IT Project – User-led,

IT Manager, Never Finished

Five principles to lay the foundation for mobile enterprise application success

Build in security from the start

Lay a mobile

foundation

Focus on the User

Experience

Think about where social adds the most value

Think Agnostic

Where are you now?

“We have deployed mobile email/PIM and are in the process of creating a mobility strategy”

“Our retail & marketing team deployed a mobile marketing app on their own; we are trying to catch up to the needs of the whole company.”

“We have a field service solution in place that we need to upgrade; but we are also want to provide analytics on iPads for executives.”

“We have a couple of mobile apps like employee lookup and CRM, but we don’t know how to create a mobile app factory.”

End Users Want

Ease of use

Device choice

Apps & more apps!

Enterprises want

Speed and flexibility

Security and visibility

Manage lifecycle cost

Governance

Mobile Centre of Excellence

Breadth of technologies

Boundary between MCOE & “Regular IT”

Clarity on core function

Nature – virtual, part-time/ full-time

Skillsets and sourcing

Interface with business

Relevant KPIs/Metrics

Communication plan to stakeholders

Funding model

A team of people, with the associated set of processes and tools, that streamlines the deployment of mobility technologies within an enterprise

Deliver business value in an accelerated manner through reuse

Minimize “random acts of mobility”

Drive predictable delivery of mobility projects

What a Mobile Centre of Excellence is NOT

1. Process for the sake of process

2. An exercise in pure “blue sky” thinking

3. Something that is “one and done”

4. An IT-only exercise

5. About recreating IT governance and portfolio management infrastructure

Six best practices

Understand user personas to drive effective engagement w/ stakeholders

Exec sponsorship lends legitimacy, conveys criticality

Need for a mobility strategy

Start early and let your CoE evolve with your experience

One foot in IT, one in the Business

Power up - enlist your vendors & partners

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Lessons Learnt from the SAP Experience

Benchmarking Survey Mobility Best Practices

Existing mobility competency

What benefits can be achieved if businesses unwire?

Key operating metrics

What are IT organizations’ current intensity / competency for mobility?

Enterprise mobility priorities

Where do businesses believe the mobile opportunities are?

Exemplary KPIs

Mobility spend as % of IT spend % of users with existing access to

enterprise applications Days to create a mobile application

Exemplary questions

“There is an enterprise-wide mobility strategy, vision, or plan that has been shared throughout the organization”

“The goals of mobility are determined in advance of an implementation, with quantified targets

Exemplary KPIs

Revenue growth Customer churn Operating margin Days in Inventory

Examples of Mobility-Driven Benefits by Process Area

Process Baseline Value Driver or KPI Improvement

Sales Revenue (if sales rep constrained)Sales Rep Staff Cost (if market constrained)

5 – 10 %(on one driver)

Field Service Field Service Staff Cost 5 – 10 %

Maintenance Maintenance Staff Cost 5 – 10 %

Warehouse Mgmt Warehouse Staff Cost 5 – 10 %

Procurement Procurement Staff Cost(includes proxy for efficiency gains elsewhere)

1 %

Manufacturing Manufacturing Cost(mobile Visual Performance Mgmt for Supervisors)

0.5 – 1 %

Supply Chain Planning Inventory(better visibility in supply chain, esp. for Sales)

1 – 2 days

Transportation Transportation Expense 1 – 2%

Order to Cash Days Sales Outstanding(immediate Proof of Delivery)

1 – 2 days(can be more)

HCM Total Mobilized Staff Cost (workflow, self-service travel and expenses, etc.) 0.5 – 2 %

Project Mgmt Project Staff Cost 1 – 3 %

SAP’s 55,000 Employees are Highly Mobile

20,000 Phones Evaluating PlayBook

14,500 iPads 8,000 iPhones (and growing)

Initial rollout Samsung Galaxy Phones and Tablets

(several hundred initially)

Evaluation 2012

iOS

BYOD at SAP

Driven by IT Key Requirements and Stakeholders

Communication Presentation to Senior Executive teams to ensure full buy-in

Communication to employees via regional executive management

Finance

Reimbursement approach negotiated and clarified

Verified contract obligations to carriers

Verified tax implications

IT

Manage with Afaria, customized for BYOD

No support for device, OS or non-SAP apps

SAP security requirements must be met at all times

Only approved models

HR

Clear onboarding / offboarding procedures

HR team trained for non-technical support

Legal

Privacy laws

Country specific regulations

E-discovery / litigation requirements

Electronic Consent

Mobility Roadmap of SAP Global IT

Office ProductivityEmailCalendarVPNCitrixBusiness Objects People Finder

Online only ApplicationsEmployee Look-upHCM on iPadAsset ScanSAP Single Sign On

AnalyticsBusiness Objects ExplorerBI On-DemandExecutive Dashboards

New Mobile Business Scenarios CRM Sales HCM Approvals HCM Leave Request HCM Time Capture SRM Cart Approval Travel Receipt Capture Travel Expense Approval Document Management Solution Spend Performance Sales on Demand Resource Management Executive Dashboards Mobile StreamWork

2011 / 2012Multiple Device TypesMultiple Operating SystemsBYOD across all Regions

2010BlackberryiPad / iOS

Live In Progress

Mobile

Infrastructure Afaria

Sybase Unwired Platform

Success with our Mobile Strategy

100% of sales force and pre-sales have tablets

It takes only

1 minute to decommission a device

2nd largest iPad deployment globally

Enrollment is 100% self-service

92% reduction in provisioning and app

deployment cycle times

Minimalimpact on usability

Key Mobility Takeaways After the First 18 Months

• Users will find a way to get what they want – so be proactive

• A device-agnostic strategy is critical

• Tablets and smart phones are not a substitution for laptops (yet!) but they complement the business workplace

• A self-service and community approach in support works for early adopters

• Use mobile Business Intelligence as a quick win

• Leverage emerging mobile business scenarios to benefit your business; figure out a roadmap and architecture for the next 12 – 24 months

Helpful Resources and Examples

• SAP BYOD Microsite http://fm.sap.com/byod

• SAP Thought Leadership resources and topics online at: http://fm.sap.com/mobilesense

• Online Assessment tool: Compare your organization's performance to your peers and the Best-in-Class, and receive a personalized performance score http://bit.ly/SAPaberdeen