building an effective mobile device management strategy

© 2011 Fiberlink Communications© 2011 Fiberlink Communications

Building an Effective Mobile Device Management

Strategy

Benjamin GrayForrester Research

Jim SzafranskiFiberlink

© 2011 Fiberlink Communications

The Empowered Consumer

2

Email and Data

Apps

Devices

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Building An Effective Mobile Device Management StrategyBenjamin GrayPrincipal AnalystForrester Research

April 26, 2011

4Entire contents © 2010 Forrester Research, Inc. All rights reserved.

Agenda

•The state of commercial mobility

•Consumerization’s impact on mobile strategy

•How firms are rethinking their mobile policies

•Mobile device management and security best practices


Smart mobile devices

Social technology

Pervasive video

Cloud computing services

Four empowering technologies converge . . .


. . . on these devices


Firms are embracing mobility to meet business challenges

• Wireless network use continues to proliferate.

• There’s pent-up demand for mobile devices (i.e., smartphones, tablets, etc.).

• Applications are being mobilized faster than anticipated.

• Personal devices are getting support (regardless of whether IT wants to provide it or not).

• Policy, management, and data security are top IT priorities.

• Progressive organizations are embracing device-agnostic — and user-centric — mobile device management solutions.


A proliferation of mobile platforms exist and there will never be a single winner


Half of enterprises already support two or more mobile platforms

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

Base: Mobile technologies and services decision-makers at North American and European companies

“How many mobile operating systems does your firm's IT department officially support and manage?”


Mobile platforms are widespread and many remain unmanaged



“Which of the following handheld operating systems does your firm’s IT department officially support and manage?”

70%

41%

29%

13%

13%

12%

12%

8%

7%

7%

64%

44%

27%

9%

13%

4%

11%

4%

14%

9%

73%

38%

30%

16%

14%

17%

13%

10%

4%

5%

BlackBerry

Windows Mobile

iOS

Android

Windows Embedded CE

Palm OS

IT doesn’t officially support and manage ANY …

webOS

Symbian

Linux

All respondents (N=1,009)

Europe (N=382)

North America (N=627)


Firms are embracing mobile applications faster than they anticipated


Base: 1,009 mobile technologies and services decision-makers at North American and European companies

“What are your firm’s plans to adopt the following mobile applications?”


Agenda






More than half of firms support personally owned smartphones



“What is your firm’s official IT policy for supporting personally owned mobile phones and smartphones (does NOT include laptops)?”


In North America, personal-liable is on par with corporate-liable

Source: Workforce Forrsights Survey, Q3 2010

Base: 2,079 information workers in North America and Europe

“Who pays for the following mobile services?” [data (email, text, Internet access)]


What it means

• Workers are becoming increasingly distributed and mobile; work is no longer confined to always-connected devices.

• Younger and more tech-savvy employees (Millennials) have loftier mobility expectations of IT than Baby Boomers.

• IT is supporting an increasing diversity of devices, OSes, and applications, and new devices often conflict with corporate standards and sourcing practices.

• IT is also facing heavy pressure to support personal and consumer devices and applications.

• As a result, firms are not keeping pace with a twofold challenge:

– Mobile device management.– Mobile security.


Agenda






1. A mobility framework2. A security policy3. Device management and support

Defining a mobile enterprise policy

Successful mobile policies have three main elements:

A mobile policy:• Enables new business processes and efficiencies• Manage costs• Reduces risk• Defines a clear technical road map


A mobility framework establishes support guidelines

• What types of employees?

• What devices?

• What operating systems?

• What applications?

• How much security?

• How does IT manage?

• Who pays?

18

Step 1: A mobility framework


Security policies minimize mobility threats

• Establish a baseline of protection through passwords.

• Provide a way to neutralize the device if lost or stolen.

• Offer advanced security methods that adapt to shifts in malware.

19

Step 2: A security policy


Management and support makes mobility usable

• Set a technical policy based on business input.

• Develop a process for introducing new devices and mobile applications.

• Define a process for how devices should be managed.

• Establish a procurement and servicing procedure.

20

Step 3: Device management and support


Agenda






The top 20 mobile device management and security best practices

1. Segment your workforce.2. Build in flexibility by enabling device diversity.3. Invest in a mobile device management solution or managed

service.4. Utilize a single Web-based console for all management and

security operations.5. Outline procedures for requesting and obtaining mobile devices,

applications, and services.6. Spell out appropriate use.7. Plan to support personal devices (i.e., smartphones and tablets).8. Clearly define who is responsible for mobile expenses and to

what extent.9. Explain internal and external service desk support availability.10. Avoid the company logo on mobile devices.


The top 20 mobile device management and security best practices (cont.)

11. Enforce a strong password policy.12. Automate remote device wipe after 10 unsuccessful

authentication attempts.13. Remotely lock or wipe all lost or stolen devices.14. Encrypt all corporate data.15. Limit the data stored on the device through document portal

usage.16. Provide multi-channel training and links to additional resources.17. Embrace Web 2.0 as a means to reinforce best practices training.18. Display a telephone number on the locked screen to call if a lost

device is found.19. Empower users with self service to lower support costs.20. Leverage remote control functionality to troubleshoot issues

faster.

24Entire contents © 2010 Forrester Research, Inc. All rights reserved. 24Entire contents © 2009 Forrester Research, Inc. All rights reserved.

Longer term

The next 90 days• Embrace the idea of consumerization.

• Segment your workforce.

• (Re-)Define a mobile policy.

• Develop a process for introducing new devices and mobile applications.

• Invest in a mobile device management solution that supports multiple platforms.

• Build in flexibility by enabling device diversity.

• Plan to support employee-owned devices.


Thank you

Benjamin Gray

+1 617.613.6143

[email protected]

www.forrester.com


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