Brownlee Thomas, Ph.D. Principal Analyst


Published on

Published in: Technology, Career
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Brownlee Thomas, Ph.D. Principal Analyst

  1. 1. June 11, 2004. Call in at 10:55 a.m. Eastern Time Brownlee Thomas, Ph.D. Principal Analyst Forrester Research ForrTel: Supporting Mobile And Remote Workers — Common And Best Practices
  2. 2. Agenda <ul><li>The growing appeal of telecommuting — for workers and employers </li></ul><ul><li>Challenges for IT in supporting remote workers </li></ul><ul><li>Challenges for IT in supporting mostly mobile workers </li></ul><ul><li>Common and best practices </li></ul>
  3. 3. Agenda <ul><li>The growing appeal of telecommuting </li></ul><ul><li>Challenges for IT to support regular mobile and remote workers </li></ul><ul><li>Challenges for IT in supporting mostly mobile workers </li></ul><ul><li>Common and best IT and corporate practices in supporting remote and mobile workers </li></ul>
  4. 4. Telecom enables and empowers the remote worker <ul><li>Telecommuting is increasingly attractive — why? </li></ul><ul><ul><li>Changing demographics </li></ul></ul><ul><ul><ul><li>Aging population </li></ul></ul></ul><ul><ul><ul><li>Growing number dual-earner families and desire for work/life balance </li></ul></ul></ul><ul><ul><ul><li>Knowledge-worker labor shortage </li></ul></ul></ul><ul><ul><ul><li>Increasingly geographically dispersed organizations </li></ul></ul></ul><ul><li>Many — but not all — workers and jobs are well-suited </li></ul>
  5. 5. Telecommuting trends <ul><li>More than 80 million workers worldwide in 2003, of which > 50% are salaried workers </li></ul><ul><li>ITAC 2004: 23.5 million teleworkers with employers in the US in 2003, another 23.4 million self-employed teleworkers </li></ul><ul><ul><li>Home-based teleworking by US employees has grown 40% since 2001 </li></ul></ul><ul><li>Vast majority of companies have some or many remote or mobile workers </li></ul><ul><li>> 80% of employees work outside corporate HQ (sales offices, regional facilities, retail outlets, home offices) </li></ul>
  6. 6. IT — balancing opportunities and challenges Bad idea Let them Got it ! 28% to 32% (2001) <10% (2004) 18% to 22% (2001) 30% to 35% (2004) RESISTANCE INERTIA CHAMPION
  7. 7. Agenda <ul><li>The growing appeal of telecommuting — for workers and employers </li></ul><ul><li>Challenges for IT in supporting remote workers </li></ul><ul><li>Challenges for IT in supporting mostly mobile workers </li></ul><ul><li>Common and best practices </li></ul>
  8. 8. Approaches vary for supporting different types of telework <ul><li>Three main categories: </li></ul><ul><ul><li>Regular mobile and remote workers </li></ul></ul><ul><ul><li>Day extenders and casual/occasional telecommuters </li></ul></ul><ul><ul><li>Always-mobile employees </li></ul></ul>
  9. 9. Enabling telecom technologies for remote workers <ul><li>The Internet </li></ul><ul><ul><li>Web-based applications </li></ul></ul><ul><ul><li>Remote-access virtual private networks (IPSec Internet VPN) </li></ul></ul><ul><li>High-speed access </li></ul><ul><ul><li>ISDN from telcos @ 128 Kbps </li></ul></ul><ul><ul><li>xDSL from telcos @ 400 to 600 Kbps </li></ul></ul><ul><ul><li>Cable modem from cablecos @ 1 to 3 Mbps </li></ul></ul><ul><ul><li>Fixed wireless and Wi-Fi @ 1 to 10 Mbps (shared) </li></ul></ul>
  10. 10. Telecommuting program implementation <ul><ul><li>Manageability — connectivity and software procurement, deployment, upgrades, monitoring, planning, M-A-C </li></ul></ul><ul><ul><li>Ease of use </li></ul></ul><ul><ul><li>Privacy, collaborative tools </li></ul></ul><ul><ul><li>Control and predict costs (multi-technology access, usage, roaming, chargeback) </li></ul></ul>Changing user wants, evolving user needs  IT challenge to ensure:
  11. 11. Top IT issues in supporting remote workers <ul><ul><li>Security: </li></ul></ul><ul><ul><ul><li>The enterprise network, corporate information </li></ul></ul></ul><ul><ul><li>Support: </li></ul></ul><ul><ul><ul><li>Remote software and systems upgrades </li></ul></ul></ul><ul><ul><ul><li>Technology and new service migration </li></ul></ul></ul><ul><ul><ul><li>Remote/online training </li></ul></ul></ul><ul><ul><ul><li>Help desk (especially off-hours) </li></ul></ul></ul><ul><ul><li>Monitoring compliance with IT security policies, including appropriate use </li></ul></ul>GigaWorld IT Forum 2004 and GigaWorld IT Forum Europe 2004: session poll results
  12. 12. IT challenge: supporting remote workers Corporate office Home office (Cable modem, DSL, dialup) Personal firewall ISP POP Unencrypted Internet access VPN client on PC (company PC) VPN Tunnel Application servers Central site VPN gateway
  13. 13. Agenda <ul><li>The growing appeal of telecommuting — for workers and employers </li></ul><ul><li>Challenges for IT in supporting remote workers </li></ul><ul><li>Challenges for IT in supporting mostly mobile workers </li></ul><ul><li>Common and best practices </li></ul>
  14. 14. Enterprise mobility implications <ul><li>Mobility will grow in importance </li></ul><ul><ul><li>“M-business” will be critical to business success by 2006 </li></ul></ul><ul><li>Important benefits: </li></ul><ul><ul><li>Improved productivity, better customer service by enabling: </li></ul></ul><ul><ul><ul><li>Immediate access to email/voicemail </li></ul></ul></ul><ul><ul><ul><li>Ability to quickly access customer/user data </li></ul></ul></ul><ul><ul><ul><li>Ability to process orders, check status for troubleshooting </li></ul></ul></ul><ul><ul><ul><li>Reduced delays for dispatch and delivery </li></ul></ul></ul>
  15. 15. Enabling technologies for mobile workers <ul><li>Laptops </li></ul><ul><ul><li>802.11 cards for hotspot access and WLANs </li></ul></ul><ul><ul><li>2.5/3G mobile modems for laptop PCs </li></ul></ul><ul><li>Handhelds </li></ul><ul><ul><li>Pagers (two-way) </li></ul></ul><ul><ul><li>Blackberry email devices (2G Mobitex @ 9.6 Kbps and 2.5/3G GSM-GPRS, 1xrtt) </li></ul></ul><ul><ul><li>Cell phone SMS and email (dialup @ 14 to 18 Kbps) </li></ul></ul><ul><ul><li>GSM-GPRS devices @ 40+ Kbps </li></ul></ul><ul><ul><li>CDMA 1xrtt devices @ 80+ Kbps </li></ul></ul><ul><ul><li>Smartphones, PDAs </li></ul></ul>
  16. 16. Laptops and PDA usage go mainstream Laptop/handheld use 2002: 92% wired, 75% wireless; RAS PDAs 76%) 2004: 94% wired, 100% wireless; RAS PDAs 94%+) <ul><li>Main obstacles to wider deployment within the enterprise </li></ul><ul><ul><li>Waiting for coverage, performance improvements </li></ul></ul><ul><ul><li>Cost of devices </li></ul></ul><ul><ul><li>Security concerns </li></ul></ul><ul><ul><li>Instability of device market </li></ul></ul>Source: Research forecast (2002 – Base: 50 North American companies with more than 20% mobile workforce)
  17. 17. Commonly used mobile applications Remote access to email Employee organizer functions CRM (history, status) Sales force enablement Logistics apps (dispatch, scheduling) Wireless PBX Supply chain management (orders, inventory) Information services (white pages, weather) Wireless office (no fixed lines) eCommerce transactions 1 2 3 4 5 Source: Orange, user survey July 2003 (Base: 113) 3.9 3.3 3.2 2.8 2.7 2.6 2.5 2.4 2.3 2.3 1 = Not very important 5 = Very important/critical
  18. 18. IT priorities and challenges in managing mobility <ul><li>Security — VPN access </li></ul><ul><li>Support — end-user productivity and convenience benefits/satisfaction </li></ul><ul><ul><li>Email, personal information management (PIM) </li></ul></ul><ul><li>One-stop shopping (voice, data, Wi-Fi services, including secure VPN) </li></ul><ul><li>Usage control and reporting </li></ul><ul><li>Cost savings </li></ul>GigaWorld 2004 session poll results
  19. 19. IT issues: network and information security VPN gateway Central corporate site VPN gateway Internet Web site Remote VPN user Internet VPN Wi-Fi, hotel Ethernet, 2-2.5-3G
  20. 20. Security must be broad and deep <ul><li>Authentication </li></ul><ul><li>Authorization </li></ul><ul><li>Administration </li></ul><ul><li>Audit </li></ul>Who are you? What may you do? Who may do what? What happened?
  21. 21. IT issues: appropriate use and privacy Intranet servers VPN gateway Remote VPN user VPN gateway Internet Public Web sites Firewall/content filter Split tunnel disabled Router
  22. 22. Proliferation of different access technologies to support Bandwidth Type of access service High Low Mobile Fixed UMTS 1xRTT GSM TDMA CDMA OC-12+ S A T E L L I T E P C S WLL OC-3 T-3/E-3 T-1/E-1 xDSL ISDN POTS C A B L E GPRS 3xRTT W I - F i
  23. 23. IT issues: support for multi-access users VPN client on PC Low-end VPN gateway Central site VPN gateway VPN IPSec client on laptop or SSL clientless Branch-office VPN gateway Corporate office Remote site Day extender Small or home office Mobile user Internet VPN
  24. 24. Agenda <ul><li>The growing appeal of telecommuting — for workers and employers </li></ul><ul><li>Challenges for IT in supporting remote workers </li></ul><ul><li>Challenges for IT in supporting mostly mobile workers </li></ul><ul><li>Common and best practices </li></ul>
  25. 25. Summary <ul><li>New telecom technologies/services are changing the way we think about our work environment </li></ul><ul><li>They offer IT and other workers the promise of greater freedom of movement and flexibility </li></ul><ul><ul><li>Earliest returns on investment = support function jobs like help desk, customer service </li></ul></ul><ul><ul><li>Reduces stress and turnover, including in IT (convenience, flexibility for some off-hours job functions like help desk and remote monitoring) </li></ul></ul>
  26. 26. Common IT practices in managing mobile and remote workers <ul><li>Try to reduce number of contracts and suppliers of remote-access services </li></ul><ul><li>Growing appeal of managed remote access and managed security </li></ul><ul><li>Minimum support for personal devices (synchronization) </li></ul><ul><li>Employee subsidies for fixed broadband home access — dial-up equivalent </li></ul><ul><li>Employee subsidies for mobile services — unlikely to come close to meeting actual costs </li></ul><ul><li>Force users onto the VPN versus Web-enabling applications </li></ul><ul><li>Lack of written telecommuting policy; infrequent revisits </li></ul>
  27. 27. Best practices for resolving mobile and remote user issues <ul><li>Technology: </li></ul><ul><ul><li>Centralized management by IT </li></ul></ul><ul><ul><li>Appropriate remote-access VPN platforms (internal or provider-managed) </li></ul></ul><ul><ul><li>Content filtering </li></ul></ul><ul><ul><li>User training (eLearning/onsite once or twice a year) </li></ul></ul><ul><li>Usage policies: </li></ul><ul><ul><li>Network/physical security, support responsibilities, appropriate use/privacy </li></ul></ul><ul><ul><li>Written, reviewed, revised, and regularly communicated </li></ul></ul><ul><ul><li>Formal telework/mobile work agreement </li></ul></ul>
  28. 28. Thank you Brownlee Thomas [email_address] Entire contents © 2004 Forrester Research, Inc. All rights reserved.