BYOD: How to manage and support employee experience in a Bring Your Own Device world
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BYOD: How to manage and support employee experience in a Bring Your Own Device world

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Bring Your Own Device (BYOD) is changing how we provide and consume IT services and information. While the requirement is here to stay, it creates significant challenges at both the business and tech ...

Bring Your Own Device (BYOD) is changing how we provide and consume IT services and information. While the requirement is here to stay, it creates significant challenges at both the business and tech levels. This session will first review common policy issues associative with BYOD from a security, policy and support standpoint. We'll then review the current state of BYOD management tools and common product features that can be used to offer some measure of control and consistency to BYOD.

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    BYOD: How to manage and support employee experience in a Bring Your Own Device world BYOD: How to manage and support employee experience in a Bring Your Own Device world Presentation Transcript

    • BYOD: Policy and approach Doug Splinter VP, Sales EngineeringAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Conference 2012 Customer Experience AnnualAvtex Customer Conference 2012 The Intersection of Technology and Hyatt Regency | Minneapolis |10.25.2012 www.avtex.com
    • Agenda• BYOD – Challenges supporting BYOD – Trends on how companies are supporting it – Policies – Technology (limited)• Mobile Apps vs. Web• TabletsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Goals for this session• Understand the BYOD phenomenon and what can be done to support it• Provide education on key mobile application models and approaches• Understanding the enterprise nature of tabletsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Do you have a mobile phone? BEFORE WE GET STARTEDAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • BYODAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Bring Your Own?The speed of consumer device evolution is driving business changeAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • According to Forrester of employees chose 48% their smartphones without regard for IT supportAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Do you feel like you have a choice around BYOD? QUESTIONAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • History: Usability (usually) wins the dayPeople don’t want to carry more than they need to• Many people once carried: – Laptop (large form factor) – Cell phone – PagerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • History: Usability (usually) wins the dayPeople don’t want to carry more than they need to• Now: – Smart phone – Slate or small-factor laptop – Most people are trying to get to one device for traveling/communicating• Note the significant shift from content creation to consumption for primary personal device; now focused on view/update/communicateAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Usability alone didn’t make it happenMoore’s Law and falling price points of technology• Catalyst one: Price – Before: Technology owned by business; it was too expensive for most consumers – Now, you can get a high-end slate, netbook or smartphone for free with a service contract.• Catalyst two: Performance – Small, consumer-profile and game-enabled devices made possible by the evolution of smaller, faster and lower-power chip – These devices are powerful enough for business, but purchased for other tasksAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • What is the status of BYOD in your organization? QUESTIONAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • BYOD CONCERNSAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • What are the concerns?Why not just open it up?1. Standardization1. Security2. ManagementAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Standardization• Selected and owned by the employee – Buying and expecting access at “day zero” – No time to test/confirm – Expectation is it will “just work”Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • StandardizationBYOD changes the game• Many platforms and form factors – iOS – Android – Windows• Varied application launch/use/view experience – Just consider how a “simple” web page renders on different slate/handheld devices – Should everything be mobile browser? – Or do we give users “an app for that”?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • SecurityWhat about the data?• How secure is data on a mobile device?• What about backups done to cloud services or other uncontrolled machines?• Can mobile devices be used to improperly remove corp. data?• Is it all encrypted?• Can enforce data control policies?• How do we report data theft in a BYOD world?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Management• Control and ownership – Not all devices can be managed the same – Some support only “app store” distribution – Some management tools work only when the devices is “tethered” to a PC • Challenging, since this is much less frequent for Internet-connected/updated devices • User no longer “piggy back” on the PC regularly, so traditional PC-based tools won’t always workAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • BYOD POLICIES AND METHODSAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • What the industry is doing to respondOption 1• Enforce standards as before, lock down or limit choice – There are lots of challenges with this approach – Users end up carrying a “work” and “personal” device and use public cloud services to share data – DropBox or SkyDrive anyone? – Or they use USB drives, email accounts, etc.• Enforcement is difficult – Some of the worst offenders are Sr. Execs – If they do it, then….Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • What the industry is doing to respondOption 2• Embrace – Allow users to use BYOD devices • Users must accept responsibilities and limits – Support must evolve and be flexible • Users and IT must understand the challenges – IT leverage Mobile Device Management (MDM) tools – Organizational policies align to MDM policiesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Do you erase data on employees devices if they leave? QUESTIONAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • BYOD SOLUTIONS / APPROACHESAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Mobile Device ManagementAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Do you have a mobile device policy? QUESTIONAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Mobile Device Management (MDM)Core Mobile Device Management Criteria• Multiple OS support• Configuration, Reporting, And Support – Over-the-air (OTA), Real-time inventory, remote control• Mobile Security Management – PIN Enforcement, Data Wipes, Detection, And Encryption• Mobile Application Management – Software Distribution, Lists, And App StoresAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • TABLETSAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • TabletsEnd of the PC Era?• Whole new way of computing• Industries are fully adopting – Hospitality – Manufacturing – Professional Services – Education – MoreAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Supporting Tablets• iPad and Android have unique challenges• Push the limits of MDM• Windows 8 will bring some familiarity back to mobile managementAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Do you have an MDM tool? QUESTIONAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • NATIVE APPSAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • The App Store ImpactI’ll take that for a buck• Huge impact on mobile computing• Virtually any type of app• Programs delivered to the phone wirelessly• Organizations are extending services through mobile apps – Self service – Premium experienceAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Native AppsThe Big ThreeAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Native AppsPros• Rich experiences• Performance• Access to phone hardware features• Can make moneyAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Native AppsCons• Multiple development environments• Maintenance costs• Have to comply with app store rules• Expensive to develop• Device variation on certain platforms – Screen sizes, resolutionAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • HYBRID APPSAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • What are Hybrid Apps?• HTML apps that run in a native container• Have access to some hardware functions• Combine the ease of HTML development with native features• Performance can still be an issueAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • FacebookPerformance a big reason they transitioned from hybrid to native “Our biggest mistake was relying too much on HTML 5 and not on native apps.” -- Mark ZuckerbergAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • MOBILE WEBAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • The Web is Changing 55% of mobile owners access mobile web (Source: Pew Research Center, 2012) By 2014, mobile internet is predicted to take over desktop internet usage (Source: Microsoft Tag, 2012)Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • What is Responsive Web Design?Web Design that Responds to the DeviceAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • QUESTION / ANSWERAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • DEMONSTRATIONAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Responsive DesignThings to consider• Needs to be part of the plan• Content driven• Increases time and cost for site development• Consider your audience … Check metrics to see if they are using mobile devices• Doesn’t address every scenarioAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • BYOD action/review itemsThings you need to have down ASAP• Some classic policies need a refresh (or creation) – IT Systems Acceptable Use Policy • Permitted actions, tools, and use – Information Security Policy • Security and data theft/reporting – IT Systems Support Policy • What you will/won’t do, SLAs, etc. – These help determine if BYOD should be part of your play, or if you really must be an Option One org.• Development should be joint – DON’T MAKE IT IT ONLY! – Get users involved in understanding the issues and signing off – Also involve HR, and make sure violations have consequences – Consensus is key; avoid us vs. themAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • Decide and Communicate!Don’t let BYOD device spread just happen over timeDecide, Announce and Enforce yourBYOD standards and policies• Educate users on choices and responsibilities• Use technical controls to block unwanted devices – Don’t let it get away from you!• IT must work with the users; no us vs. themAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com
    • DISCUSSIONAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceLFMA / LITNHyatt Regency | Minneapolis |10.25.2012Meeting and Annual Conference 2012 www.avtex.com