Mobile whitepaper 52114004496


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This buyer's guide to mobile technology addresses one of the biggest IT trends of this year.

Learn how to manage the rise in tablet adoption, adjust your network performance accordingly, optimise applications for mobile use and discover how to ensure your workforce aren't left behind.

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Mobile whitepaper 52114004496

  1. 1. Mobile technology: keep tabson tablets and other devicesa whitepaper from ComputerWeeklyCW+With next generation mobilepromising to provide fast internetright to the palm of your hand,organisations are working atbreak-neck speeds to roll outmobile apps and mobile com-merce. In this seven-page guide for CIOs and senior IT professionals,we look at the up and coming technologies, the business opportunitiesand the barriers to adoption of mobile broadband services and mobiletechnology. As CIOs face increasing demands from end-users foraccess to mobile technologies, organisations are realising that mobiletechnologies can create profitable business opportunities.ContentsRocky road ahead for mobile market page 2With market analyst Gartner predicting that by 2014 90% of organisations willbe supporting corporate applications on personal devices, the impendingtidal wave of mobile communications is exposing real hazards that CIOsmust deal with.Optimising mobile apps for business page 4Forrester Research outlines the current state of mobile business processapplications based on survey data and discussions with users and suppliersand warns that rushing to adopt the user experience of consumer apps is arisky business.Tablets go down easily, but could damage network performance page 5Tablets are offering business users and consumers a new way to access theweb and applications. At the same time, smartphones are becoming pocket-sized desktop computers. This means users now have sophisticated mobiledevices, capable of accessing and running enterprise applications.Should IT departments support tablet devices in the enterprise? page 6Research firm Gartner predicts that by 2013 80% of businesses will support theirworkforce using tablet devices such as the Apple iPad. So should enterprises bepreparing to support and buy-in to the technology?These articles were originally published in Computer Weekly magazine.buyer’s guideCW Buyer’sguideMOBILETECHNOLOGIES1
  2. 2. buyer’s guideThe mobile landscape resem-bles the seabed momentsbefore the tsunami hits: asthe uptake wave sucks backthe water, it reveals the rocks andreefs that are normally hidden, andare dangerous only on contact.The impending tidal wave of mo-bile communicating devices is expos-ing real hazards that CIOs must dealwith.Market analyst Gartner predictsthat by 2013, 80% of businesses willsupport a workforce using tablets;that by 2014, 90% of organisationswill support corporate applicationson personal devices, and that by2015, 10% of your online “friends”will be non-human.These developments, even if onlyhalf true, will have profound effectson the way companies relate to theircustomers and staff, and therefore onthe use of IT in the organisation.Inadequate regulationCIOs need to be aware, indeed toworry, that the legislative and regula-tory environment that governs theserelationships is running well behindthe technology and its applications.The greatest concerns relate to on-line copyright and intellectual prop-erty protection, as well as commer-cial freedom of speech. Theanti-copyright piracy provisions inthe Digital Economy Act were due forjudicial review in February; Nominetwill soon debate proposed changes toits terms and conditions that willallow the authorities to take downwebsites without a court order; regu-lators are increasingly willing to finefirms that breach data protectionrules; and governments are increas-ingly anxious to lock down the­internet following the Wikileaks dis-closures and the social networking-inspired change of governments in­Tunisia and Egypt. Through it all runthe Tigris and Euphrates of securityand privacy.All this does not yet include thefull effects of “the internet of things”,which is largely predicated on mo-bile networks and is led by mobiledevices.The most visible effect so far of thegreater reluctance to use corporatekit, especially if it has less functional-ity. Finally, apps consumption is like-ly to overtake the PC software market,he says.Windsor Holden, principal analystat Juniper Research, says this is onlythe beginning. “Any device capableof carrying a SIM will have one,” hesays.Researchers are already using thelocation signals from mobile phonesto monitor traffic flows and adjusttraffic signals in real time.In 2010 Nokia launched an in-building mapping system that helpsvisitors to find items in an exhibitionhall or museum. Tie this in with anintelligent building evacuation sys-tem, such as that developed by BAESystems under the Aladdin project,and the mobile becomes the virtualthread to lead potential victims out ofthe labyrinth.Rocky road ahead for mobile marketDevice technology is advancing so fast that legislation and network infrastructure are falling behind. Ian Grant reportsSome researchers are thinkingeven further ahead. Mohamed Gaber,senior lecturer at the school of com-puting, University of Portsmouth,wants to crowd-source the spareprocessing power on mobiles forcrime investigation and health man-agement applications.He is testing a scenario where po-lice officers capture the sensory infor-mation in a crime scene, such as fin-gerprints and digital images, onsmartphones. Data is analysed locallyon the officers’ networked phonesand the results fused in real time.“We have discovered we can getexcellent results with as few as eightmobile phones used together, whereeach phone handles a maximum of40% of the all the possible measure-ments,” Gaber says.Most CIOs will shudder at the se-curity and potential data breach im-plications of such apps. But they mayCW Buyer’sguideMOBILETECHNOLOGIESinternet of things has been conges-tion in mobile networks followingthe launch of smartphones, and Ap-ple’s iPhone in particular. This isgoing to get worse. Smartphone own-ers use more apps and bandwidththan traditional phone users, andsome analysts say 80% of phonessold this year will be smartphones.Asymco, a Helsinki-based marketanalyst firm, says that in 2010 morethan 60 apps were downloaded forevery iOS device sold, up from 10apps in 2008. Apple says its usershave downloaded 10 billion apps.Asymco analyst Horace Dediudraws three conclusions. Apps over-taking digital music both in units anddata volumes was a watershed, hesays. “Apps are a new medium: theywill impact all other media,” he says.As the number of apps attached toany single device rises, the user’s costof switching rises, hence there will be2
  3. 3. buyer’s guidebe on the trivial side compared withretail apps.Retail to drive innovationMarket researcher Foresee Resultshas shown that almost one-third of10,000 e-tail shoppers had visiteda retail website using their mobilephones. Two-thirds did so while inthe retailer’s physical store. Morethan a quarter also looked at competi-tors’ websites to compare prices andofferings. It found the percentagethat used their phones to buy goodsquadrupled from 2% in 2008 to 8%in 2010.“Shoppers who are highly satisfiedwith a mobile experience say they are32% more likely to buy from that re-tailer online, and 31% more likely tobuy offline, as well as being far morelikely to return to the main website,recommend it and be loyal to thebrand,” the analysts say.Retail is likely to be the forum forintense innovation around mobiledevices, turning shopping into theMinority Report experience via yourphone’s location rather than (as sug-gested in the movie) by scanningyour retinas.That said, in January 2011 Intelsaid it was developing “anonymousvideo analytics”, which work withlarge, touchscreen in-store displaysthat can identify people by their gen-der and age. Intel has been develop-ing this Anonymous Impression Met-ric (AIM) platform since late 2010when it bought a small Canadian dig-ital signage company called CognoVi-sion.Kraft, one of the firms piloting thetechnology, hopes to use it to capturewhat is on a shopper’s grocery list, topush recipe suggestions based ontheir age and sex, and to let themshare and “like” recipes on Facebook.But how much more convenient itwould be all round if Kraft had ac-cess to the shopper’s mobile phone.Flood of dataWhile retail is likely to prove fertileground for innovation, sports and en-tertainment, especially video-based,provides the high volume mobiletraffic at present.In June 2009, Google reported thatuploads to YouTube, its video distri-bution service, had leapt 400% a day,mainly as a result of the launch of theiPhone. These days the world up-loads 35 hours of video a minute toYouTube.Skype’s new boss, Tony Bates, toldthe Financial Times in January 2011that 40% of its traffic on the internet-based voice network was video. Thisis despite being banned by most mo-bile network operators. In terms of in-ternational traffic, Skype, with 45 bil-lion minutes of traffic, is responsiblefor 73% of all international calls,much of it video.According to Cisco, mobile videowill grow at a compound annualgrowth rate of 131% from 2009 to2014. This is already changing thetraffic profile of mobile networks, af-fecting quality of service and the userexperience, but also the network’s ca-pacity and cost structure.All UK mobile network operatorsexcept 3 have “fair usage” clauses,and only last month T-Mobile an-nounced it was capping data traffic at500Mb for new users. 3 reckons morethan 90% of traffic on its network isdata, and its current advertisementspush “all you can eat” data.Many analysts believe this offer isnot sustainable in the short to medi-um term, or until the networks getmore capacity. The operators are try-ing to manage the rising flood of datain several ways: capping and charg-ing for it, restricting access to data-in-tense sites, choking available band-width at peak times, and,controversially, lobbying for a “two-tier internet”, segmented by willing-ness to pay for better quality of serv-ice and/or content.Congestion may be a temporaryproblem. Ofcom plans to auctionmore radio frequencies in the800MHz and 2.6GHz bands. Thiswill add 100MHz of paired spectrumto the 165.8MHz of paired spectrumalready allocated. But the threat oflegal action has delayed the release ofthe spectrum until about 2013, saysOfcom. This means that true 4G mo-bile networks, likely to offer up to100Mbps connection speeds, will notbe available in the UK until 2014.In the meantime, Ofcom has of-fered the so-called 4G frequencies tothe London Olympics committee freeof charge. This will enable broadcast-ers to use data-intense wireless tele-vision cameras to get closer to the ac-tion, and to continue experimentswith 3D TV, first trialled at the WinterOlympics in Vancouver. It will alsoallow local mobile networks to get togrips with the new technology andapplications.February 2011 saw the usual tech-nology promises displayed at the Mo-bile World Congress in Barcelona,some of which might be deliverableapplications by 2014. “Augmentedreality” is likely to be a hot topic, saysJuniper’s Holden. While definitionsvary, this is taken to mean a data-en-hanced application based on wherethe smartphone is, or can see via itscamera and/or scanner.One demonstration applicationseen by Computer Weekly 18 monthsago linked a photo of a French cathe-dral via Nokia’s Ovi Maps locationservice to a database on the history ofthe building, its opening times andentry prices. This was supplementedby advertisements for nearby restau-rants and bars. Clicking on the adstook you to menus and price lists, aswell as discount offers.One suspects that the land rushesof the 19th century could pale beforethe rush to grab some mobile real es-tate, and the economic rewards arelikely to be even bigger. But that de-pends on the tide covering those leg-islative rocks and reefs noted above.Turning the increasingly mobile in-ternet into a collection of walled gar-dens is unlikely to produce a desira-ble result. ■more onlineT-Mobile limits customer datausage to 500MB a’s guide to number of shoppersmake purchases on onlineT-Mobile limits customer datausage to 500MB a’s guide to number of shoppersmake purchases on’s Ovi Maps service could include links to websites and ads for local attractions3
  4. 4. buyer’s guideOptimising mobile apps for businessCompanies are starting to grasp the opportunities of mobile business apps, writes Paul Hamerman of Forrester ResearchFedEx uses a highly evolved proprietary model of mobile IT in its freight shippingDespite the boom in con-sumer use of mobile tech-nology and the increasedavailability of mobile sitesand tools for customer engagement,internal business use remains lim-ited. E-mail has seen virtually ubiq-uitous deployment by the enterprisesand SMEs Forrester surveyed inearly 2010. Calendaring and contactsshowed similarly high levels of adop-tion among respondents.However, mobile apps for businessprocesses that touch internal opera-tions and administration, as well asmobile employees, show far less up-take. Emergency response (24%),sales force automation (21%), cus-tomer-facing mobile applications(19%), and field service apps (18%)see some adoption, with lower levelsof uptake related to asset manage-ment, inventory, logistics and supplychain. Based on the survey data anddiscussions with users and suppliers,the current state of mobile businessprocess apps is as follows:l Custom development is predomi-nant, but off-the-shelf use is increas-ing. The bulk of mobile applicationsin use are custom-built for specificsituations. Forrester survey datashows that, while some businessapplications are purchased fromapps stores (27%) and as extensionsto enterprise packages (for exampleCRM, 24%), the most frequent sce-nario is in-house development (38%)or development that’s contracted toexternal developers (25%). Mobilemiddleware platform use was only5%, but packages and custom devel-opment based on these technologiesis likely to increase rapidly.l Off-the-shelf package offerings areat an evolutionary stage. Numerousmobile packaged applications are onthe market, from large suppliers suchas Oracle and SAP, as well as fromspecialised software firms and plat-form ecosystems (for example, RIM).Interviews and demonstrations withenterprise applications supplierssuggest mobile adoption is at an earlystage. The applications reviewed gen-erally offered limited functionality,restricted platform choice and evolv-ing selling and pricing models.l User profiles are narrowly defined.In deploying mobile apps, the targetaudience must be carefully defined.The most common target for mobileapplications are task workers, wherea specialised mobile app or deviceprovides clear value in automating atask. Examples of highly evolved pro-prietary uses include freight shipping(for example, FedEx and UPS) andcar rental returns. Such targeted appsare typically controlled by IT andlimited to a specific company-issueddevice, often rugged or custom-built.l Mobile users ultimately determinesuccess. Pilots are essential. In roll-ing out a custom application for fieldsales, Sunbelt Rentals tried RIM andMicrosoft platforms before settling oniPhone as the platform of choice. Us-ability limitations inherent in deviceform factors and platforms requirecareful usability design and testing.Mobile business apps canenrich business processesWith mobile technology drawing somuch attention today, the questionfacing business process professionalsis less about where we are with mo-bile business apps but where we aregoing. In addition to extending enter-prise applications to mobile devices,mobile applications will evolve toencompass end-to-end business proc-esses, for example, procure to payand sales to delivery.Match mobile businessapplications to user rolesWorkers fall into different classes orprofiles, based on job roles and worklocations, including office workers,managers, telecommuters, field salesand field services. Mobility clearlyhas value for workers who are fre-quently out of the office.Mobilising existing enterprise ap-plications, by itself, will not createbusiness process value scenarios thatwill motivate companies to invest inthe technology. Mobile applicationsmust take advantage of capabilitiesunique to the devices, as well as lev-eraging anytime/anywhere connec-tivity. Device capabilities drivinghigher business process value in-clude location presence, image andvideo capture, live videoconferenc-ing, social networking, bar code scan-ning and Bluetooth connectivity.App suppliers jump on themobile bandwagonMost enterprise applications suppliersare working on packaged mobile appdevelopment. Mobile applications en-able suppliers to extend core businesstechnologies to more users while cre-ating additional products and revenuegrowth opportunities. The market formobile packaged applications alsogets a boost from smaller independ-ent software suppliers that specialisein mobile technology, from start-upsto established mobile developmentplatform suppliers such as AntennaSoftware and Pyxis Mobile.Suppliers see mobile as astrategic imperativeEnterprise applications suppliersappear to universally agree thatmobile applications are strategicallyimportant, but enthusiasm varies.SAP, the market leader in enterpriseapplications, is one of the mostproactive. SAP presented mobile asone of its top strategic imperatives,even before the Sybase acquisition.It is now using Sybase’s portfolio ofmobile middleware assets to developnew offerings. Concur, Oracle, are also proactive inmobile. Many other business applica-tions suppliers, including ADP, Infor,Kenexa, Kronos, Lawson and Work-day, are in various stages of mobileapp strategy and developmentThe excitement around mobile de-vices, such as the iPad and Androidphones, and the explosion of innova-tive consumer mobile apps seeds themarket for business apps, but successis not guaranteed. Rushing to adoptthe user experience is risky. ■This is an excerpt from the Forrester Researchreport Mobile Applications Will EmpowerEnterprise Business Processes by PaulHamerman, vice-president and principalanalyst at Forrester Research. onlinePhoto story: British Airwayslaunches mobile phone Cross-platform mobileapps without onlinePhoto story: British Airwayslaunches mobile phone Cross-platform mobileapps without Buyer’sguidemobiletechnologykpa/zuma/rexfeatures4
  5. 5. buyer’s guidemore onlineMobile computingreignites PC Tablets set to killthe iPad – CES firms to make a splash atMobile World onlineMobile computingreignites PC Tablets set to killthe iPad – CES firms to make a splash atMobile World go down easily, but coulddamage network performanceThe Mobile World Congress conference in Barcelona in 2011 heard that tablet devices and smartphones aremaking a big splash – but this very success could seriously affect network efficiency. Cliff Saran reportstechnology, new forms of paymentssuch as near field communication(NFC), and lots of applications.“With devices becoming more andmore capable, dual-core processorsallow for a faster richer experiencewhen it comes to gaming, HD video,browsing and graphic-intensive userinterfaces,” she said.With NFC being rolled out in moreAndroid devices and supported byoperators, Milanesi believes smart-phones will eventually become digit-al wallets.But with users running more data-intensive services on their smart-phones, the mobile networks willcome under increased pressure. Mag-nus Rehle, managing director ofGreenwich Consulting Nordic saidsome network operators blocked con-tent providers unless they paid thenetworks to carry their content.He said Google and Apple werehaving a material effect on trafficTablets are offering businessusers and consumers a newway to access the web andapplications. At the sametime, smartphones are becomingpocket-sized desktop computers.This means users now have sophis-ticated mobile devices, capable ofaccessing and running enterprise ap-plications.In a blog post prior to the MobileWorld Congress conference in Barce-lona, Carolina Milanesi, researchvice-president at Gartner, said thatsmartphone devices would be offer-ing dual-core chipsets, 3D technolo-gy, improved touch-based user inter-faces, faster networks on LTECW Buyer’sguidemobiletechnologyTesco rolls outconvergenceUK startups atMWC 2011with Android and iPhone. In addi-tion, some mobile providers wantedto sell 3D video content to mobileusers. This would put huge de-mands on network operators’ capac-ity.Future applications could includee-health and e-education, and loca-tion-based services such as “connect-ed cars”, he said. These would add tonetwork capacity problems.Rehle said the capital requirementsfor supplying high-capacity mobilenetworks were huge. He suggestedgovernments which had still to auc-tion the 4G spectrum should consid-er the Swedish model.The Swedish government gave upsome of the revenue it might have re-ceived from the auction in return fora faster roll-out of 4G networks andmore sustainable industry players.“That said, there must be strong com-petition to keep costs down forusers,” he added. ■5
  6. 6. buyer’s guideShould IT departments supporttablet devices in the enterprise?Following the Mobile World Congress conference in Barcelona, another flurry of mobile devices are set to flood themarket. Jenny Williams investigates whether IT departments should swallow the tabletResearch firm Gartner pre-dicts that by 2013 80% ofbusinesses will supporttheir workforce using tabletdevices such as the Apple iPad. Soshould enterprises be preparing tosupport and buy-in to the technology?Every major PC manufacturer hasadded at least one tablet device to itsmobile portfolio. In February 2011HP launched its TouchPad tablet, totie in with Mobile World Congress inBarcelona. The device will run on thecompany’s WebOS operating system.“Today we’re embarking on a newera of webOS with the goal of linkinga wide family of HP products throughthe best mobile experience available,”said Jon Rubinstein, general managerat HP’s Palm global business unit.Tablets for specific tasksEszter Morvay, research managerat IDC, is sceptical about enterpriseadoption of tablet devices. “The maindifference between the consumer andenterprise is the multiplication ofdevices for one person. In business,people only have one device. Smart-phones are already adding complex-ity for IT departments, they won’t in-vest in more devices than they need,”says Morvay.“Right now, companies are still look-ing at PC renewals. For many compa-nies, tablets cannot be mainstream de-vices, only secondary,” she says.But tablets will affect notebooksales. “People purchasing notebookswill be looking at media tablets asmore convenient,” says Morvay.She expects notebooks and tabletswill both have a place in the mobilemarket. However, as the devices arenow equally expensive, more tabletswill be sold than notebooks. Morvayadds that tablets will only be usefulfor specific verticals, such as field andconstruction workers. “Tablets are notthe answer to everything,” she says.Dell is confident IT departmentswill continue purchasing desktopand laptop computers for businessusers, despite growing demand fortablets and consumer devices.Kirk Schell, Dell’s executive directorof business product marketing, said,“We don’t see tablets as replacing PCsbut as being supplementary.”Strong PC salesDell is adding to its tablet portfoliowith the upcoming Latitude XT3tablet and expected 10in slate devicerunning Windows 7.But, according to recent researchby Deloitte, companies will purchase10 million tablet devices in 2011,meaning 25% of all tablets will besold to enterprises.Other analysts point to a coming bat-tle between the mobile devices. RobBamforth, analyst at Quocirca, believestablets will erode traditional PC sales.“In the future, we won’t have the needfor one PC-type device but a fleet ofconsumption devices.”He predicts tablets will cause a“fundamental shift” in the way em-ployees work by removing the limita-tions of technology. “If we liberateemployees from having to sit down,they can still access informationwithout being tied to a particularplace. It will be a long-liberated ap-proach in many working environ-ments,” he says.Bamforth thinks many employeeswill want to use consumer tablet de-Although a great success with consumers,tablet devices such as the iPad have yet to find a role as a business tool“Companies are still looking at PCrenewals. For many, tablets cannot bea mainstream device, only secondary”mobile computingCW Buyer’sguidemobiletechnology6
  7. 7. buyer’s guidevices within the business environ-ment. “Organisations must managethat; securing, maintaining assets andensuring productivity as well as notdiscouraging employees.”He recognises that tablets are stillconsumption devices and lack creationtools for images, video and text as wellas the ability to manage, store and dis-tribute content. But tablets could helpenterprise video conferencing becomea lot easier and more mobile.Content creation gapAsus say its Eee Slate EP121 is de-signed to fill the content-creationgap. John Swatton, marketing manag-er at Asus told Computer Weekly thatmost tablets are geared towards con-tent consumption but the EP121 isa productivity tool to be used on thego. It uses Intel’s dual-core i5 proces-sor architecture and runs MicrosoftWindows operating system.Asus has launched a range of othertablet devices, including the Eee PadSlider and Eee Pad Transformer,which run on Google’s Android OS.Additional devices will be an-nounced later in 2011.Swatton says the high expectationsfor tablet devices are being driven bymanufacturers.“The anticipated volume of tabletswas 20 million units for this year,”says Swatton. “After the ConsumerElectronics Show in January, the fore-cast was revised to between 40 and 80million tablets.“But 40 million units is only onesixth of the laptops sold globally. Lap-tops are still important. But we wantcustomers to be able to consume con-tent on the go if they don’t require thespecification of a laptop.”Erosion of the notebookBut some manufacturers are willingto admit tablets will hit the sales fig-ures of other products.Lenovo recently announced itsLePad slate device running the Goog-le Android operating system. A com-merical version of the slate, whichcan also become a laptop with Win-dows OS when docked in a U1-baseddocking station, will be availablelater this year.Adrian Horne, Lenovo Western Eu-rope communications manager, toldComputer Weekly, “Standalone tabletusage remains very much a con-sumption device with little genuinecreation capability on a daily basis.“As a result, tablets are more sup-porting devices to traditional PCs, es-pecially in the workplace. It is ex-pected that tablets will erode thenetbook segment rather than tradi-tional laptops, although there couldbe some overlap in the strictly con-sumer segment,” he adds.Bobby Watkins, MD for Acer UK,says that as the number two providerof notebooks globally, the companybelieves there is space for tablets,notebooks and netbooks in the mo-bile market.Watkins says the tablet is key toAcer’s strategy and overall aim tolead in the mobile PC market.“Some people have predicted thedeath of the notebook after thegrowth of tablets in 2011. But peopleuse devices for different reasons andwe’re investing in all three: tablets,notebooks and netbooks.”Acer launched its dual-screen lap-top device, the Iconia, to rival Ap-ple’s iPad at the end of last year. Itplans to launch eight tablets withseven-inch and 10-inch screens byApril , including a Microsoft Win-dows 7 professional tablet in March.Acerisalsoinvestinginthebusiness-to-businessarenaasagrowthopportu-nity.WatkinssaysAceranticipatesalotofITpeopleoptingfortheWindows7tabletstoavoidhavingtoaddnewoper-atingsysteminfrastructure.“There are a lot of choices andmessages hitting the market in mo-bile,” says Watkins. He believes thatthe companies making mobilecore to its business will be the onlyplayers left fighting for marketsharewhen the industry disruptiondies down.“We don’t see tablets as a substi-tute for any part of the business. Tab-lets will be explosive,” he adds.Tablets are still dividing analystopinion. Some think the portable de-vices have limited use in the enter-prise except for specific field-basedroles. Others believe tablets are creat-ing a shift in the way technology sup-ports employees and IT departmentswould do well to recognise its poten-tial use within business.As manufacturers continue to puttablets at the core of their productportfolios, IT departments will needto identify ways of supporting an in-creasingly mobile workforce withemployee-owned, if not enterprise-bought, devices. ■Case study: How remote staff make use of tabletsmore onlineIn depth: Consumer devicesaccelerate use of IT departments unableto support employee depth: Rocky road aheadfor mobile onlineIn depth: Consumer devicesaccelerate use of IT departments unableto support employee depth: Rocky road aheadfor mobile makers such as Lenovo,Dell and Acer have followed Apple’s lead with their iPad rivals7