Reading 7 Managing%20the%20Mobile%20Enterprise

8/14/2019 Reading 7 Managing%20the%20Mobile%20Enterprise

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Managing a mobile enterpriseOptimize your mobility investment



Table of contentsIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Mobility solutions: avoiding the barriers to success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Failure to plan for the unique needs of the mobile environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Lack of security puts the enterprise at risk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Identifying the hidden costs of ownership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Mobility places increased demands on IT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

The keys to success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

How HP can help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating a complete solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .



IntroductionThe use of mobile devices is growing exponentially ascompanies look for ways to support a workforce that

requires easy, remote, and wireless access to theInternet, e-mail, and other applications in theirpersonal lives and within the workplace. Manycompanies have already implemented mobilitysolutions to address specific business requirements,such as deploying a sales automation application totheir remote sales force. As the functionality of mobiledevices increases, companies are looking to expandtheir use of this technology from supporting nicheapplications to delivering enterprise-wide solutions.

Mobility can be essential to new business processes orsimply as a new method to enhance productivity of

existing processes. Either way, a strategy forimplementation, management, and security is crucial toachieving results. Unfortunately, for many companiesthat viewed mobile solutions as a ticket to improvedworkforce productivity, enhanced customer satisfaction,and reduced operational costs, the end results havenot always met their expectations. That’s becausecreating, deploying, and managing an enterprise-classmobility solution is not as easy or as cost-effective asthey may have hoped.

This paper takes a look at the challenges that businessand IT managers face when managing a mobilityinfrastructure and the key components of a successfulmobility strategy. It also outlines the role that HP canplay in helping companies deploy a mobility solutionthat satisfies the needs of all its constituents—the line-of-business managers who need to keep end usersproductive, the workforce that uses the solution, andthe IT organizations that must support and managethe solution.

Mobility solutions: avoiding thebarriers to successUnlike some technology deployments, the

implementation of mobility solutions across anenterprise is driven by both business opportunities employee demand. For line-of-business managers,mobile technologies in the hands of workers meanimproved responsiveness to customers, increasedrevenue, and reduced cost of doing business. For eusers, mobility enables them to better balance thedemands of their personal and business lives byproviding a flexible work environment that expandbeyond the confines of their traditional office spac

Yet the mobility landscape is littered with cautionatales of companies that have attempted to deployenterprise-wide mobility solutions without firstconsidering the unique management needs of amobile enterprise. For these companies—many ofwhich have implemented smaller projects targetedat a specific set of end users—deploying large-scaprograms can be a daunting task, as issues that weasily dealt with in the past become barriers to sucin an expanded project.

Failure to plan for the unique needs of the mobileenvironment

Any company that is implementing a new technolo

expects to see quantifiable results—and deployingmobility solution is no different. Magazine articlesand analyst reports have touted the significant retuon investment, cost savings, and productivityimprovements that a mobile workforce can deliver.But actual results of an unmanaged environmentcan fall short of expectations. One reason is thatcompanies often fail to establish policies and

HP has:

• Thousands of specialists trained on core mobility technologies, includingapplications, platforms, and networks

• Mobilized more than one million users

• Provided global support to millions of users via service desks located inmore than 82 HP service centers or onsite at customer locations



procedures to ensure that the mobile devices personneluse are working properly and that the data theyaccess is secure. More importantly, companies oftendo not utilize technology that automates processes suchas deploying patches or software upgrades in a waythat reduces the amount of time and energy end usersexpend in managing data and maintaining theirmobile devices.

Imagine a company that has not upgraded itsadministrative policies regarding software upgrades to

meet the unique needs of mobile users. If the companyforces a manual upgrade process on its mobileworkforce, leaving the question of when and where toupdate their mobile devices up to the employees, it willsoon face the daunting challenge of managing andfixing multiple devices in various states of operationalcompliance. This lack of consistency can easily catchup to end users when they can least afford to havetheir mobile device malfunction.

Take a sales person at a customer site with a mobiledevice that suddenly ceases to function. Faced with acustomer waiting for product information, the salesperson contacts the company hotline to troubleshootthe problem. After several minutes, the device is stillinoperative and the sales person is told to send thedevice back to the office so that technical support canperform an application upgrade. The net result is asales person who couldn’t satisfy a customer’simmediate needs and whose productivity is nowfurther hampered during the extended period of time ittakes to reconfigure or reprovision the device. Whatwould it have been worth to the organization if thatsales person was able to satisfy both the currentcustomer needs and the needs of the three or four

additional customers they were scheduled to seeduring the time the device was out of commission?

Lack of security puts the enterprise at riskOne of the top challenges decision makers see interms of managing mobile workforces is security. Andthe reasons for this are pretty clear. Lost or stolenmobile devices can leave companies vulnerable tounwanted and unauthorized access to proprietaryand sensitive data on the company, its customers,and partners. A Forrester Research report found thatof those decision makers surveyed, almost two thirds

stated that “one of their top two challenges or prioritiesfor 2006 for managing mobile and remote users werepassword-protecting devices, locking and killing lostdevices, and the like.”1

1“Mobile Worker Management Is a Priority in 2006,” Brownlee Thomas, Ph.D.with Ellen Daley and Christine E. Atwood, Forrester Research, #39136, March21, 2006

The threat of security breaches—and the possibleconsequences—cannot be understated. For exampwhen a laptop owned by an analyst working with United States Veterans Affairs was stolen, personadata for millions of veterans and military personneincluding their Social Security numbers, was potenexposed to a number of possible criminal activitiesThe loss of the laptop prompted significant adjustmin policies, administration, and oversight of sensitivdata within the Department—adjustments that may

have been needed if pre-emptive policies had alrebeen in place. To ensure that personal data cannoaccessed, companies must take proactive steps sucencrypting the data on the hard drive or as it istransmitted over the network so that it cannot beintercepted and used. Equipping laptops with the lphysical security tools such as trusted platform modchips and biometrics also enhances security withouimpacting usability.

Identifying the hidden costs of ownership While many companies see mobility solutions as oway to reduce overall operational costs by improvi

user productivity, very few are aware of the hiddencosts that can offset any long-term gains. Companoften don’t consider the amount of money they wilspend to replace broken, lost, or out-of-date deviceThe service fees charged to workers for their voiceand data usage plans can be excessively high if nnegotiated globally or if the appropriate plans andrates have not been matched to the actual needs oend users—and these charges are often untrackedwith some companies paying fees for people who no longer employed. In addition, companies may have calculated what would happen if just one sin

point of failure occurred in network connectivity anthe resulting effect that would have on employeeproductivity and customer satisfaction.

For example, a large retail store offers in-houseinstallation and servicing of its large home applian

When a technician arrives at a home, all theinformation on the customer as well as work orderdata is stored on the technician’s laptop. When wocompleted, the technician fills in the billing informaand prints out an invoice. All the information is thebatched up and sent to the company’s main serverthe end of the day. Unfortunately, should the lapto

fail, the technician must send the malfunctioning dback to the company’s central repair site and waitseveral days for the laptop to be repaired andreturned. During this time, the technician must resoto manually filling in order forms and keeping



handwritten records of each activity performed duringthe day. Once the laptop is repaired and returned,the technician must painstakingly re-enter all theinformation from the hardcopy invoices back into the

laptop. This not only negates any productivity gainsthat the laptop was supposed to provide, but it actuallyincreases the daily workload significantly by doublingup the activities the technician must undertake.

Mobility places increased demands on ITOften, companies believe that managing a mobilitysolution is the same as managing a traditional ITsolution—which results in their underestimating theeffect that the unique requirements of a mobile solutionwill have on their support organization. The fact is thatthe farther away a device is from a support desk, themore difficult it is to provide support since users areoften disconnected from the corporate network andunable to benefit from remote control capabilities. Inaddition, they are usually unable to explain or executethe relatively simple steps or tasks needed to correctissues like configuration and set up errors. Andoftentimes they are operating in a time zone notsupported by the existing help desk operations andare therefore forced to wait for several hours to get theassistance they require.

Current support people may also not be well versed inmobile devices, applications, and internal network and

carrier network issues, which can maketroubleshooting difficult. At the same time, supportteams may not have the knowledge or skills to managea diverse set of multivendor devices running differentline-of-business applications. In many cases when aproblem cannot be resolved quickly, support teams will

tell users to simply send a device back to the officeand replace it with a new one. Studies have reveathat as few as 15 percent of returned mobile devicare physically damaged and that the majority of

problems with the devices are often related to simpnetwork connection errors, out-of-date applicationsvirus and other security threats.

The keys to successLike many technology implementations, deployingmobile devices is often the easy part. The harder—oftentimes more costly—part of the equation ismanaging the entire mobility infrastructure. To besuccessful, it is essential that companies develop rostrategies that are flexible enough to adapt to themobile lifecycle by supporting pilot or functional

implementations as easily as supporting enterprisewide deployments. Key components of any mobilitstrategy are as follows:

• Ease of use—Mobile devices can certainly makeeasier for end users, but only if they create minimdisruptions to the current way those users conducbusiness. Technologies must be seamlessly deplointo the work environment in order to facilitate usacceptance. At the same time, end users wantassurances that their mobile devices are reliableand will require minimal upkeep.

• Device and application standardization—Compashould determine if they want to standardize theidevices, and if so, which devices will make the“approved for use” list. Companies must also devrules regarding the procurement of new devices areplacement of older devices due to loss or

Considerations when developing your mobility strategy

• Establish specific policies and procedures for your mobile workforce thatautomate device procurement and support

• Establish non-intrusive security processes for devices and applications

• Research hidden costs associated with device management and usage

• Assess the increased IT support that will be required from your help desk



breakage. Since business groups (such as sales orfield service) may implement mobility solutions toaddress specific business needs, companies run thechance of finding themselves managing a variety of

different mobile devices, and in some cases, multipleversions of mobile applications. This can increasesupport costs substantially in terms of hardware,software, and licensing fees and increase lostopportunity costs due to inconsistent deviceperformance and frequent downtime.

• User administration—Companies must enforceestablished security policies and administrationprocesses using technology automation in order toachieve minimal disruption to end-user services. Inaddition, companies must be able to easily viewusage patterns and data consumption of their end

users in order to tailor voice and data services,support capabilities, and access options that meetthe needs of their personnel. This in turn helpscompanies reduce costs and better manage theiroperational budgets.

• Security and compliance—Companies must establishnon-intrusive ways of protecting and securing thedevices that their personnel use and the data thatthey access. Data encryption, password protection,user authentication, and the ability to remotely lockdown a device are necessities. More advancedcapabilities, such as biometrics functionality that

enables fingerprint recognition, extend securitybeyond simple password protection.

• Regional/Global access—Personnel must have ato the data they need when they need it. As suchcompanies must select the right devices and netwcoverage that allows ubiquitous access to voice

and data no matter where employees are locatedMost importantly, they need to have the tools andapplications that are intelligent enough to recogndifferent environments and networks and reactaccordingly. Providing the capability for a devicedetect multiple network types at a par ticular locaand automatically switch to the lowest cost orhighest-bandwidth network without dropping theconnection or requiring user re-authentication isimportant.

• Mobile processes—Mobilizing a workforce requiproactive IT management and increased

organizational flexibility. For example, an IT suppdesk that operated from 8 a.m. to 5 p.m. five daweek must now provide 24x7 support. At the samtime, end users require multiple connectivity optiosuch as WWAN, WiFi, and WiMAX, dependingupon their current location—at home, in a hotelroom, or at a customer site—and the type of datathey must access and download.

• Single point of management and operations—Efficient IT operations require a unified view of thentire infrastructure—including mobile devices,support, applications, networks, and carriers—fo

rapid resolution of issues and for identification aanalysis of ongoing issues that require systemicimprovement. In addition, tight budgetary constrmake it essential for IT departments to understan

gure 1. Managing the entire enterprise mobility ecosystem

Single point ofcontact for managementand support

Application integration and access

Device management and security

E-mail Salesforce

Fieldforce

ERP CRM Custom

WWAN WLAN WiMAX WiFi

PDA Notebook Tablet PC Smartphone



exactly the number and type of devices they have ininventory and to consolidate the management ofthese devices by centralizing their support personneland the tools they use, if possible.

• Sourcing—In many cases, managing a mobilitysolution requires additional personnel or theacquisition of new skill sets, so companies shouldconsciously decide if they wish to add staff oroutsource the project to a company that is wellversed in deploying and supporting mobile

infrastructures and end users. Companies must alsodecide how much of their management activitiesthey want to outsource and select a vendor that canprovide a range of capabilities—from consultingand technical support to outtasking the maintenanceof a subset of mobile workers or the completemanagement and support of an enterprise-wideimplementation. By outsourcing part or all of theirmanagement functions, companies can achieve costpredictability, better meet their service-levelagreements, and enable their IT organizations tofocus on core business requirements.

How HP can helpHP takes a holistic approach to implementing a mobileenterprise by looking at all facets of the mobile valuechain, including the devices, security, network,infrastructure, applications, and access points,as portrayed in Figure 1. Additionally, HP helpscompanies view mobility not as a point solution, butas part of a total end-user environment that spans thedesktop, the mobility environment, imaging andprinting, messaging and collaboration, and servicedesk. Acting as a single point of contact, HP can

deliver the management and support for the total end-user environment, supporting a multivendor mobileinfrastructure across the enterprise.

Creating a complete solutionMany of today’s mobility vendors offer specific partsof a solution such as an application or networkcomponent. However, to achieve a global mobilityinfrastructure requires a unified management platform.HP solutions incorporate industry-standardtechnologies, innovative products, applications fromleading vendors, value-added services, and strategicpartnerships.

• Products—HP provides mobile devices that includeiPAQ Pocket PCs, laptops, and wireless LAN-enablednotebooks featuring trusted platform module (TPM)embedded security chips, smart card reader locks,BIOS-level passwords, device lockdown, memory

change alert, and optional biometric fingerprintsensors. Secure wireless printing capabilities fromnotebooks, tablets, and iPAQ Pocket PCs arealso available, as is support for establishedcommunications protocols and emerging securitystandards such as advanced encryption standardtechnology and Wi-Fi Protected Access.

At the same time, leading-edge security capabiliincluding HP DriveLock technology protects harddrives from unauthorized access, even if the

notebook or tablet PC is lost or stolen. TPMEnhanced DriveLock uses a TPM chip for hardwaencryption to protect data access to a hard driveeven if the hard drive is removed. Privacy andsecurity are further enhanced via innovative solusuch as the Disk Sanitizer, which is a BIOS-baseddisposal tool designed to protect data fromunauthorized access by completely removing datfrom the hard drive, and the HP Privacy Filter, whis a built- to-fit security filter made especially for aHP Business Notebook that narrows the viewingangle with no blurring or image distortion so tha

screen data is visible only to the user.• Services—HP Services works closely with compa

to understand their business needs, define a mobstrategy to meet those needs, design and deploymobile solution, and then manage and support tsolution. Thousands of specialists are trained on mobility technologies, including applications,platforms, and networks. HP has mobilized morethan 1 million users and completed nearly 25,00networking projects. Designed to enable centralimanagement of diverse, global, mobileenvironments, our mobility services provide secur

enterprise-class management platforms that operover a variety of networks and support multipledevice types. Mobile device management andmobile messaging services enable improved costpredictability and access, reduced complexity, a24x7 end-user support.

Capabilities such as HP Open Roaming alsoextend the capabilities of mobile devices and hecompanies reduce costs. With this technology,end users can move seamlessly and transparentlybetween networks—for example, from a paid cato a free wireless network—without reconnecting

or reconfiguring their mobile devices. And sinceHP Open Roaming is built using industry standaincluding Internet Protocol Security (IPSec) and

Wireless Transport Layer Security (WTLS), compacan be assured that end users have secure accescorporate resources.



o learn more, visit www.hp.com© Copyright 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject tohange without notice. The only warranties for HP products and services are set forth in the express warrantyatements accompanying such products and services. Nothing herein should be construed as constituting andditional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

AA0-7457ENW, September 2006

• Partnerships—HP teams with best-in-classapplication, wireless networking, and servicepartners to enable secure mobile communications.These partners are selected as core componentsof HP solutions because they are leaders andinnovators in their realms of expertise and providebest-of-breed functionality that enables a superiormobile experience.

In addition, for years HP has worked closely with themajor wireless network equipment providers to verify

that its mobile devices interface properly with carrierinfrastructures. Alliances and partnerships with morethan 20 carriers, including implementing their ITinfrastructures and management systems, has helpedus gain an in-depth understanding of voice, data,and converged networking. These types ofpartnerships continue as HP works closely withleading vendors to integrate technology into theirmobile devices that will provide global support fornext-generation wireless broadband networks.

SummaryImplementing and managing mobile solutions cana daunting task, particularly for IT organizations thare already overburdened with the day-to-day actiof supporting their current workplace environmentsCompanies must develop mobility strategies thatenable their IT organizations to develop, deploy, asupport their mobile workforces in the most efficienand cost-effective way possible.

HP can help companies ease their transition to amobile environment with integrated solutions that oflexibility, security, and reliability. By capitalizing oits years of consulting and integration experience,recognized leadership in developing innovativetechnologies, and its expertise in supporting andmanaging global, heterogeneous IT environments, can help companies improve the return on investmin their mobility solutions.

For more information, visit www.hp.com/go/mobilityandwireless.

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Reading 7 Managing%20the%20Mobile%20Enterprise