Why Managing Mobility Matters

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Why Managing Mobility Matters DeviceManagement&SecurityIssues ThatKeepYouUpatNight

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Conventional Wisdom: IT Must Manage and Secure Mobility

The Five Must-Dos of Mobile Management

The Mobile World Is Not the Wired World, and Vice Versa

Tasty baking Company Case Study Forrester Consulting Study

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Conventional Wisdom: It Must Manage and Secure Mobility

SybaSe, aN SaP CoMPaNy | IDG Playbook: Why ManagI ng MobI lIty MatterS

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A ‘plAtform ApproAch’ yields control And Agility for hArried mAnAgers

Shifting mobile landscape screams, ‘Manage me!’not too long ago, business support of mobile workers centered on managing the use of a limited number of Windows-based laptops and BlackBerry smartphones. today mobile phones are ubiquitous for almost all employees, and it departments are being asked to manage, support and figure out how to protect data from theft and security breaches.

comscore recently reported that smartphone use in the U.s. increased to 33.7 million in August 2009, up from 20.7 million only a year earlier. touch screen phones increased to 23.8 million for the same period, up 159 percent from the year-earlier figure, 9.2 million.

Just from July through september of 2009, there was a relentless parade of new smartphone announcements, including the BlackBerry curve 8520, htc tattoo, lg gW880, motorola cliQ, nokia 5230 and n900, palm pixi and sony ericsson XperiA X2, to name a few.

it departments, many of which are budget-constrained to begin with, are expected to ensure the security of increasing numbers and types of portable systems and figure out a way to manage their use not only in the corporate environment but also at home and on the go.




Tasty baking Company Case Study

Forrester Consulting Study

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many it groups are now being asked to provide broad access to networks, databases and critical enterprise applications on iphones, BlackBerrys and a myriad devices powered by Windows mobile, as well as many cell phones and smartphones from manufacturers such as motorola, nokia and samsung running on google’s Android and the symbian os.

‘Secure me, too!’security is top of mind for anyone considering mobile management. in a report issued in march 2009, market research firm idc observed, “in the rush to capitalize on the opportunity

august 2008

august 2009

august 2008

august 2009

33.7

9.2

23.8

20.7

Smartphone and touch screen phone usage has increased over the past year.(numbers in millions)

touch screen phones

Smartphone

Source: Comscore, november 3, 2009


for improved efficiency and profits, businesses have moved to leverage email and im applications on mobile devices; security, it seems, is an afterthought that is not integrated into certain devices. consequently, even companies that are aware of the danger and looking to secure mobile devices may lack solutions to address the issue.”

“Because of their form factor, mobile devices are an easy target,” says matt carrier, an enterprise mobility consultant with sybase, which provides software and services for mobilizing information. “many companies extend corporate e-mail systems and documents to mobile devices, but there’s no telling what kind of confidential corporate data is on those devices.”

security is just one element of mobility management. it departments are being asked to provide users of mobile devices with access to networks and enterprise applications such as crm and erp, ensure that Vpns and antivirus software are utilized and prevent the loss or abuse of corporate data.

today’s smartphones feature as much storage as yesterday’s laptops, with gigabytes of internal memory and often the ability to use tiny storage cards that can hold gigabytes of data. plus, most new devices feature both Wifi and Bluetooth radios that can provide a gateway to unauthorized access to corporate networks and information.

The perils of inactionthe power and storage of handheld devices and their ability to transfer digital information are tremendous liabilities if an organization isn’t able to manage their use and security:devices can be lost or stolen, exposing a business to potential

risks such as unauthorized access to networks. data breaches, regardless of how they happen, are increasingly expensive, cost-ing businesses $202 per customer record on average, according to an annual report from the ponemon institute. “more than 88% of all cases in this year’s study involved insider negligence,” the report says, “and 35% of all cases in this year’s study involved lost or stolen laptops or other mobile data-bearing devices.”

The Privacy Rights Clearinghouse has documented that more than 340 million private records containing sensitive personal information have been involved in security breaches in the U.S. since January 2005—a number greater than the entire U.S. population.

Although the largest breaches involved hackers’ gaining access to corporate databases, the organization has gathered informa-tion about hundreds of stolen or lost laptops.

loss or disclosure of data stored on mobile devices could result in some companies being in noncompliance with federal or state privacy or financial oversight laws and regulations. for example, sarbannes-oxley (soX) penalties can run as much as $1 million a day for unauthorized disclosure of financial information.

employee devices can be infected with malware such as viruses and worms, which can be introduced into the corpo-rate network, resulting in steep costs to clean up the mess. in a hallmark 2007 study, computer economics estimated that






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Cost to business per customer record

Breaches involving insider negligence

Breaches involving lost or stolen mobile device

$202

88%

35%

Data breaches

Source: ponemon Institute


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the worldwide cost of malware infections in 2006 totaled $13.3 billion in damages, including labor costs to analyze, repair and cleanse infected systems; loss of user productivity; loss of revenue due to loss or degraded performance of a system; and other costs incurred directly as the result of a malware attack.

Pitfalls aplentythe entry of consumer devices into the enterprise is driving rapid change. many organizations have concluded that it is less costly to support workers who buy their own authorized devices from third parties, such as the major wireless vendors, than to try to mandate use of corporate-owned devices. others give in to demands from executives and business departments to accommodate readily available devices that provide access to new features that are impractical to create with in-house resources. the result is a proliferation of device types that must be accommodated in a corporate infrastructure.

for many companies, the introduction of the Apple iphone decimated efforts to limit the use of mobile devices. for many executives and information workers, it was a must-have item even though enterprise security and manageability were major it concerns at its initial introduction and remain so despite the strides Apple has taken to make its device more business-friendly.

“things quickly get out of control when the default action of the iphone is to do a backup when connected to itunes,” says carrier, who notes that microsoft exchange data is stored in unencrypted databases on that device. “your corporate data could be backed up on your employee’s home pc—well beyond the reach of the it department.”

Another complication is the need to coordinate a myriad of services and software providers, which becomes more complex as more devices are supported. rather than try to implement a series of point products to manage different components, many organizations today are opting for a “platform approach” in which one vendor provides foundation software that enables all devices and applications to interoperate.

a device-agnostic solutionA significant benefit of a platform approach is the ability to provide a central management console. sybase’s industry- leading mobility management solution ensures that mobile data and devices on both corporate and personally owned devices are up-to-date, reliable and secure. this gives technical staff the ability to manage and secure all mobile device types across the enterprise.

illustrating some of the capabilities for dealing with evolving challenges of mobility, sybase tools simplify the complexity of managing the entire mobile enterprise, including the






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ability to restrict the use of the a device’s Web browser, limit access to specific Web sites such as youtube or hotmail, allow or disallow specific applications and even disallow screen captures and use of the camera. sybase’s mobility management solution provides the best protection against security threats and compliance issues. A multitenant option enables service providers to offer hosted management capabilities to multiple companies or divisions.

Addressing the prime concern of security, administrators can set up remote “time bombs” that automatically wipe out data on a device if it has been inactive for a certain period, which may indicate that it’s been lost or stolen. Although microsoft exchange provides a “mobile wipe” capability, it’s not reliable if the device sim card is removed or the device is prevented from connecting to the network.

Managing change made easyone big mobile management headache is that users move around the company or leave for other ventures but take their devices with them. so sybase’s platform makes it possible to set and change access rights according to a worker’s profile and can integrate with Active directory to do so. meanwhile, companies also come and go via mergers and acquisitions, and according to carrier, it departments using sybase’s Afaria mobile enterprise business intelligence software can quickly reconfigure devices to comply with new mandates and companies can add servers for scalability.

With businesses increasingly urged to better pursue opportuni-ties and serve their customers, investing in a platform approach to mobility enables you to not only support the devices that are on the market today but also to adapt as the technology and user needs evolve. ►






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Follow these five steps, and be on your way to compre-hensive management of the mobile environment.

1. Plan to support a broad range of mobile devices. efforts to keep the genie stuffed in the bottle are likely to be short-lived at best. market research firm idc recently reported that worldwide shipments of smartphones reached 43.3 million units during the third quarter of 2009, a new record for a single quarter. Unlike the pc market, which is dominated by one oper-ating system, there is a multitude of smartphone os choices, including Apple’s iphone, google’s Android, microsoft’s Win-dows mobile, palm’s Webos, research in motion’s BlackBerry and symbian. the many operating systems are providing con-sumers and now enterprise users with a wider breadth of appli-cation options and a distinctly more “friendly” user experience.

IDC says it expects the smartphone market to grow faster than the overall mobile market. That means you need to look beyond the immediate demands of a line-of-business application and anticipate your future mobile plans.

2. Plan ahead!there’s nothing worse than building a great mobile application only to realize that you’ve forgotten to consider how to manage it. you need to plan ahead to determine security requirements as well as how to configure, deploy and update data and devices. this up-front planning will ensure that your help desk is prepared for requests for assistance.

3. establish guidelines for all types of users.today’s technology makes it easy for employees to take advantage of almost any mobile device for personal use: visiting consumer Web sites; checking personal e-mail; and storing music, games and other files. it is critical to educate them on acceptable use and make sure that published poli-cies reflect differences between different types of users—for example, access granted to a top executive is likely to be much broader than that of contractors.

the Five Must-Dos of Mobile Management corporAte dAtA integrity mAy Very Well liVe or die By yoUr ABility to ensUre thAt dozens, hUndreds or perhAps thoUsAnds of moBile deVices Are mAnAged And Used the right WAy.






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4. leverage tools that make it easy to control device settings and access.Unless your company is very small, it’s not feasible to handle each device physically, so you need technology, processes and procedures to provision devices, track hardware inventory and software licensing conformance and set up blacklists and/or whitelists to manage appropriate access to applications and data. Adopt a system that enables you to centrally manage a broad range of device types from a single interface for added simplicity.

5. ensure that corporate data is encrypted and secure.data security is only as strong as its weakest link, and with the likelihood that mobile devices will be lost or stolen, companies need assurance that a missing device can’t be exploited.

strong data encryption is a must for data stored on a device and being transmitted over the air. devices and access need






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Setting new mobile phone shipping records with each quarter.

Source: Worldwide Converged Mobile Device (Smartphone) Market Continues to Grow Despite Economic Malaise, Says IDC (Nov. 5, 2009).

41.5 41.943.3

units

in m

illio

ns

Q3 2008

Q2 2009

Q3 2009


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to be protected by strong passwords, and you need the ability to lock or wipe lost or stolen devices. one big consideration to check: Will your security protections persist if a device is off-network or if its sim card is replaced? ►






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Hear how Duke University

and others are using

Sybase technology to

manage and secure

mobile devices (click below).

Click here to listen to an informative Webcast: The Top 5 Best Practices for Managing Mobility Within Your Enterprise

http://event.on24.com/r.htm?e=180611&s=1&k=5AFC3807761E4243C82C4C62E4F90F04&userreg=n

the Mobile World Is not the Wired World, and Vice Versa


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JUst ABoUt eVerything inVolVed in mAnAging moBile deVices is drAmAticAlly different thAn With stAtionAry, Wired pcs.

When it needs to access or audit a desktop pc, it’s typically a simple matter to locate and access the computer. But a mobile device can be unavailable in so many ways: locked in “airplane mode,” left in the back of a taxicab or lying at the bottom of a stolen handbag.

thus, it’s much more challenging to ensure the integrity of the data on that remote device as well as to reconfigure it to meet changing organizational needs, administer software patches and simply keep track of computing assets.

Whereas business desktops and even laptops are likely to be running a varia-tion of the Windows operating system with standard office applications, there are many more varieties of mobile device operating systems to support.

“three or four years ago, businesses had pretty much standardized on the BlackBerry; they thought it was all they

needed,” says milja gillespie, a marketing manager with mobile middleware provider sybase. “in today’s market, with the introduction of the Apple iphone and google’s Android, companies are supporting a wider range of mobile devices, allowing their users to choose the personally owned devices they want to use.”

After struggling for years to perfect the usability of enterprise resource applications, businesses now need to extend resource-intensive back-office applications to mobile devices that have limited bandwidth, limited processing capabilities and relatively small screens and keyboards. oh, and figure out how to remote-ly troubleshoot issues with workers whose only communica-tions device is the one they’re having trouble with.

mobile devices are subject to carrier or contract limitations, degraded signal quality in particular areas or limited access






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to Wifi hotspots—factors that complicate an organization’s ability to meet application performance and data transmission speed requirements.

Without a management solution in place, it administrators are required to physically collect devices and manually per-form software installations or upgrades one by one. the cost impact in terms of it resources, shipping costs and loss of field worker productivity is significant.

For a small deployment, a hands-on approach may seem manageable at first, but when the number of users grows to the hundreds or thousands and updates are required multiple times per year, it simply becomes an impossible task.

many firms today also face strict regu-latory issues and risk significant penalties in the event of noncompli-ance. staying in compliance is much easier in a wired world where compli-ance can be centrally monitored and enforced. But what do you do when a mobile device has slipped between the cushions of a couch and has been “lost” there for more than a week?

if the problems outlined above sound all too familiar, a mobile devices management and security solution might be just what you need. such solutions provide a range of options for dealing with the challenges of managing mobile devices through their entire lifecycle, from the initial provisioning of a new application to the remote wiping of data when an employee is no longer with the firm. ►






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tasty Baking company is one of the country’s leading bakers of snack cakes, pies, cookies and doughnuts. founded in 1914, the company is a philadelphia institution. it offers more than 100 products under the tastykake brand name. over the years, philadelphia’s hometown secret has spread, and the products are now available as far west as cleveland, north to northern new Jersey, south to northern Virginia and east to the eastern shore of maryland. the company distributes its products to convenience stores, supermarkets and other retail outlets across this geographic territory by using a direct-to-store delivery (dsd) system that is operated by more than 450 independent sales distributors.

“Our vision was to help distributors increase the efficiency of their daily runs and maximize their profitability.”

– Chan Kang, director of applications, Tasty Baking Company

Until recently these independent distributors ran their businesses by using a combination of an outdated dos-based application and paper records.

“the old mobile platform that our distributors used was strictly transactional and text-based,” explains chan Kang,

director of applications at tasty Baking company. “As they made their rounds to the numerous outlets on their routes, the distributors would pull outdated products from the shelves, determine restock requirements, go back out to their trucks to get those products and then wait until a manager was free to count and verify the delivery by signing a paper form.”

Creating an application to increase distributors’ efficiency and profitability “What we wanted to do,” says Kang, “was to create an application for our sales distributors that would help them run their businesses more efficiently and more profitably. We wanted this application to automate data capture, including signature capture and other types of data, and we wanted to provide them with a tool that would provide them with a

case study: a Fresher approach to DeliverytAsty BAKing compAny tUrns to syBAse for neW distriBUtion recipe






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broad range of information to help them analyze and grow their businesses—information such as product sales by store and special sales promotions. our vision was an application that would automate delivery and documentation processes and improve synchronization with our back-office systems to help distributors increase the efficiency of their daily runs and maximize their profitability.”

As it created its list of application criteria, the company met with its intended users—the independent sales distributors. there were a few givens: the need to gather and synchronize transactional information, a desire to improve operational efficiency and the ability for the company’s it staff to manage the distributors’ mobile devices from a central location. still, the tasty Baking company it team wanted to get direct input from the distributors. including them in the process did produce a better understanding of the kinds of functionality the distributors would welcome and prepared them for the transition to a new application.

Choosing key technologies for building an applicationtasty Baking company then turned to an outside software application vendor to help it create the new route dsd

application. With the assistance of this company, it created the application, embedding sybase’s

Afaria and sQl Anywhere into the application. Afaria enabled tasty Baking company’s it staff to manage the distributors’ symbol devices from a

central location. sQl Anywhere provided database and synchronization capabilities.

the route dsd application was installed on symbol 9090 handheld devices that were issued to the distributors. these devices are equipped with barcode scanners that enable

distributors to quickly and accurately capture data on product being removed from the shelves and products being delivered. they are connected via Bluetooth to a thermal printer to enable the distributors to print documents when required.

communication between the distributors and tasty Baking company’s back-office systems is via an internet Vpn connection.

leveraging Sybase Services to improve application performanceAfter tasty Baking company successfully deployed the route dsd application, it started to discover areas where it could improve the application. one of the first things it did was to address the need to optimize synchronization between the symbol devices and the company’s microsoft sQl server and sAp erp system.

“it was taking our distributors as long as 18 minutes each time they wanted to synchronize with our systems,” says Kang. “this was a bit of a sore point with them, as they had to just wait around for the process to complete. We knew we had to improve the synchronization performance, so we turned to sybase professional services to help us do that. Working together, we were able to tune mobilink to reduce the synchronization time for data volumes of up to three megabytes from an average of 18 to five minutes per session. this performance improvement was enthusiastically received by our distributors and won us a lot of good will from them. With mobilink, our distributors can quickly sync their symbol






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devices with our erp system first thing in the morning, at the end of their runs or both.”

enabling scan-based tradingthe new application also includes signature capture func-tionality, which enables the distributors to capture the store managers’ or receivers’ signatures digitally in the application and incorporate them into the printed delivery tickets. the digital signatures are then electronically transmitted to tasty Baking company as proof of delivery. this alleviates the need for the distributors to mail in or deliver the tickets to tasty Baking company.

Signature capture saves the distributors time and reduces Tasty Baking Company’s administrative burden.

Although this functionality is very useful, the sybase-powered route dsd application is enabling tasty Baking company and its distributors to move to an even more efficient distribution and sales model called scan-based trading.

scan-based trading is a distribution and sales system in which products (in this case, tastykakes) delivered to a store are not the property of the store. the products that are delivered to a supermarket or convenience store and merchandised on the shelves by the independent distributors remains the property of the distributors until it is sold and scanned by the store’s register. At that point, and only at that point, the transaction is reported and the store is invoiced for the product.

“the benefit to our sales distributors,” explains Kang, “is that they don’t have to go to the receiving area and get checked in,

wait while the products are counted and continue to wait until a manager signs various forms acknowledging receipt, which can be quite time-consuming when stores are busy. instead, our distributors can just walk in the front door of the retail establishment, do what they have to do as far as merchandising the shelves and then leave. their time spent at each store is significantly reduced, largely because they don’t have to wait for a receiver or store manager to verify the delivery and sign off on it. the stores also like the increased efficiency.”

‘The success of route DSD owes a great deal to Sybase’“We’re a bakery,” says Kang, “not a software development company, so when we wanted to improve this new route dsd application, we knew we couldn’t do it ourselves.

“it’s clear to us that the success of our route dsd application owes a great deal to sybase technology—particularly the mobilink synchronization product,” adds Kang. “We really couldn’t have implemented scan-based trading without the functionality we’ve gotten from sybase. sybase’s data syn-chronization platform is very robust and reliable and offers a lot of flexibility. it’s open and enables us to connect to mul-tiple databases. it’s also very scalable. it’s enabled us to meet a lot of immediate business requirements, and we expect to use mobilink, Afaria and sQl Anywhere to continue to enhance the application as we move forward. i would highly recommend sybase to any company planning to deploy mo-bile applications.” ►

executive summaryin January 2009, sybase commissioned forrester consulting to assess the importance of mobile device management and, in particular, mobile security and the associated issues that keep cXos up at night.

While conducting in-depth interviews with 30 it and telecom/network decision-makers at north American and Western european companies with 500 or more employees, forrester found that these it professionals:n Anticipate that the number of mobile devices they support

will continue to increase through 2010, despite the global economic recession

n recognize that mobile devices need to be managed and secured in the same way that pcs are today, although most admit that they don’t do this yet

n Are feeling increased pressure from c-level executives, line-of-business managers and employees to support more mobile platforms and even personal mobile devices

n prioritize security as the no. 1 consideration when making changes to their mobility strategy

forrester consulting study: Understanding the Critical role of Device Management and Security in your business’s Mobile StrategyHoW IT CaN ProVIDe beTTer MobIlITy SUPPorT To ITS aNyTIMe, aNyWHere WorkerS DeSPITe a ProlIFeraTIoN oF INCreaSINGly DIVerSe MobIle DeVICeS


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More than half of firms support multiple operating systems, and 10% have plans to do so.

base: 30 senior It managers involved in mobile device manage-ment and security in public and private organizations in the U.S. and Western europe

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

53%Support

multiple mobile oSs, 16

37%Support one

single mobile oS, 11

Support one single mobile oS today but have plans to support multiple oSs in the future, 3

10%


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key Findingsforrester’s study yielded four key findings:n despite tightening budgets as a result of the

global economic recession, 28 out of the 30 it professionals interviewed anticipate that the number of mobile devices they support will increase through 2010.

n firms are increasingly embracing more than just one mobile platform, making it critical that they invest in tools that can support mobile devices powered by BlackBerry, Windows mobile, symbian, mac os X and Windows ce.

n With the changing workforce, it is feeling intense pressure from c-level executives, line-of-business managers and employees to support personal devices and applications, making security a major concern.

n companies are increasingly investing in mobile device management and security solutions that will help auto-mate support tasks, streamline the operations of enterprise mobility and secure data.

This report is from a commissioned study conducted by Forrester Consulting on behalf of Sybase.

[ ClICk Here For THe FUll STUDy. ]

http://images.sybase.com//files/Thankyou_Pages/Forrester_Consulting_Report.pdf


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a Checklist of key Moves emerging from This Playbook 4 surge ahead with a multi-os/multi-hardware mangement and security strategy for Android, BlackBerry, iphone, nokia, palm, sony, Windows mobile and so on and push this project up the list of it priorities before the crush of new devices overwhelms you.

4 take the lead in establishing mobile usage guidelines for all types of users.

4 drive home the point to your it staff that the mobile and wired or networked world are very different and therefore need to be managed and secured with different solutions.

What’s nextresoUrces And Action items for yoUr moBile mAnAgement strAtegy






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The 60-Second Mobile Manager A small sampling of must-see resources on mobile management.

In one convenient place, here is a collection of case studies, short videos, solutions overviews and other superb mobile management resources.

Tapping the minds of two mobility experts, this Webcast offers practical, immediately usable best practices designed to get it started on the road to comprehensive mobile management and security.

Survey says that both the number and type of mobile devices seeking it support will continue to soar, the reces-sion notwithstanding. read the full report of the incisive study from forrester consulting.

http://www.sybase.com/products/mobileenterprise

http://event.on24.com/r.htm?e=180611&s=1&k=5AFC3807761E4243C82C4C62E4F90F04&userreg=n

http://images.sybase.com//files/Thankyou_Pages/Forrester_Consulting_Report.pdf

Technology

Why Managing Mobility Matters