A guide for enterprise managers and developers on the latest trends in mobility.

1. Enterprise
Mobility
How Mobile Apps
and Tablets
Will Transform
Guide
Your Business
This Year
2011
by Sybase | an SAP Company

2. ENTERPRISE MOBILTY GUIDE 2011
Enterprise Mobility Guide 2011
Sybase, an SAP Company
Sybase, One Sybase Drive,Dublin, CA 94568-7902, U.S.A.
ENTERPRISE MOBILITY GUIDE n 1

3. A MESSAGE FROM THE CEO
Mobile applications have entered the enterprise.
Let the transformation begin.
n John S. Chen, CEO, Sybase, an SAP Company
Enterprise Mobility Guide 2011
Published by Sybase, an SAP Company
Unwired
Sybase, One Sybase Drive, Dublin, CA 94568-7902, U.S.A.
To order copies of the Enterprise Mobility Guide 2011, go to sybase.com/mobilityguide
Copyright © 2011 Sybase, an SAP Company. All rights reserved.
Sybase and the Sybase logo are trademarks of Sybase, Inc., or its subsidiaries. ® indicates
registration in the United States of America. SAP and the SAP logo are the trademarks
or registered trademarks of SAP AG in Germany and in several other countries. All other
trademarks are the property of their respective owners.
and Unafraid
Library of Congress Cataloging-in-Publication Data It can’t be denied: Enterprise mobility is truly taking off. Powerful smartphones
Sybase, an SAP Company are becoming omnipresent, while even-more-powerful tablets such as the
Enterprise Mobility Guide 2011: How Mobile Apps and Tablets Will Transform Your Business This Year / Apple iPad, Android-based Samsung Galaxy Tab and the Research In Motion
edited by Hanna Hurley, Eric Lai and Lori Piquet Cleary. (RIM) PlayBook are set to make major inroads this year. Bandwidth is everywhere—
p. cm. and getting faster.
ISBN 978-0-9832020-1-1
1. Enterprise mobility. 2. Mobile security. 3. Mobile management. 4. Mobile enterprise This combination of devices and bandwidth creates the foundation for
applications. mobile business applications to follow their consumer brethren—and bloom.
An increase in the availability of mobile business applications will solve a great
Library of Congress Class and Year: TK5103.2 .H84 2011 problem businesses face today: the cost and expertise needed to build custom
Library of Congress Control Number: 2010942354 mobile applications.
Printed in the United States of America Although they will always remain an important option for larger enterprises,
Except as permitted under the United States Copyright Act of 1976, no part of this custom applications will begin to take a backseat to less-expensive, packaged,
publication may be reproduced or distributed in any form or by any means, or stored in off-the-shelf ones. This shift will kick-start a new phase of widespread deployments
a database or retrieval system, without the prior written permission of the publisher. and rapid growth.
Big changes are on the horizon. Vendors and users have two ways to approach
them: as a crisis to be mitigated, or as an opportunity for transformation. I hope
that this guide can help give you the knowledge to embrace the latter route. n
2 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 3

4. CONTENTS
2011
3 UNWIRED AND UNAFRAID
Mobile applications have entered the
enterprise. Let the transformation begin.
40 THREE’S A CROWD
Multiple applications, operating systems and back-end data sources push
mobile administration and management tasks into the red zone.
n JOHN S. CHEN, CEO, SYBASE, AN SAP COMPANY n GREG JENKO, PARTNER, GLOBAL LEAD FOR MOBILE SYSTEMS INTEGRATION, ACCENTURE
TRANSFORMATION OF THE ENTERPRISE
44 INTRODUCING GENERATION M
Young workers and their strong affinity for go-anywhere technology are
changing the shape of the enterprise right before our eyes.
8
n IAN THAIN, SENIOR TECHNICAL EVANGELIST, SYBASE, AN SAP COMPANY
THE MOBILE MAJORITY
n
Companies that embrace the mobile future will be rewarded on the bottom line.
RAJ NATHAN, EXECUTIVE VICE PRESIDENT, CHIEF MARKETING OFFICER, SYBASE, AN SAP COMPANY 48 MOBILITY: THE SECOND WAVE
Discover five ways that tablets will be different—and even better—than
smartphones. n PHILIPPE WINTHROP, MANAGING DIRECTOR, THE ENTERPRISE MOBILITY FOUNDATION
16 MOBILITY MYTH BUSTER
Mobility is destined to be part of the enterprise as research points toward a
bright future for smartphones and tablets. Are you prepared to manage them? 52 PLANNING FOR THE FUTURE
Targets for your mobile application investments are everywhere. By knowing
n EUGENE SIGNORINI, VICE PRESIDENT OF ANYWHERE ENTERPRISE, YANKEE GROUP what’s possible you can narrow your sights and maximize business value.
20
n TONY KUEH, SENIOR DIRECTOR OF PRODUCT MANAGEMENT, SYBASE, AN SAP COMPANY
THE DEVICE DIFFERENCE
An aggressive embrace of tablets is transforming how SAP Runs SAP.
n OLIVER BUSSMANN, GLOBAL CIO, SAP MOBILE ECOSYSTEM @ WORK
24 AN APP MARKET ALSO RISES
Mobile apps are taking on hard work in the enterprise. Watch for more—
and soon. n SEAN KAE, EXECUTIVE VICE PRESIDENT FOR MOBILE COMMUNICATIONS, SAMSUNG SDS CO.
58 COOPERATION BREEDS SUCCESS
The mobile marketplace is an ecosystem. Choose partners that embrace
collaboration. n DAN ORTEGA, SENIOR DIRECTOR OF MOBILITY PRODUCTS, SYBASE, AN SAP COMPANY
28
n
REALITIES OF A HIGHLY MOBILE WORKFORCE
Employees are no longer contained within an office’s four walls. Hello chaos.
CLIFF CIBELLI, GROUP MANAGER, VERIZON
62 IN THE APPS UNIVERSE, SIMPLICITY RULES
For application providers, executing the right features
with a simple, effective user experience is key.
n JENS BEIER, CO-FOUNDER AND MANAGING DIRECTOR, NEO BUSINESS PARTNERS
n STEFAN CHRISTEN, CEO, SWISS1MOBILE AG
THE MOBILITY EFFECT n BRIAN FARRINGTON, DIRECTOR, MOBILE APPLICATION SERVICES,
32
UNWIRED REVOLUTION
MOBILE APPS ADD MUSCLE n ALEXANDER ILG, FOUNDER AND MANAGING DIRECTOR, MSC MOBILE
From CRM to authorizations to business intelligence, mobile applications help n ANKUR MATHUR, MOBILE PRACTICE LEAD, UK, ACCENTURE
organizations better support on-the-go workforces and engage more effectively with n UWE MAY, CO-FOUNDER AND MANAGING DIRECTOR, MAIHIRO
customers. n NICK BROWN, SENIOR VICE PRESIDENT, STRATEGY, MOBILE APPLICATIONS GROUP, SAP n STEFFEN SCHWARK, ENTERPRISE MOBILITY LEAD, BLUEFIN
4 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 5

5. CONTENTS
2011
MOBILE ECOSYSTEM @ WORK
84 CAN COMPLIANCE
AND MOBILITY COMMINGLE?
67 MORE CHANGE AHEAD FOR DEVICES
With tablets taking off, executives agree that change is the one constant
in the device marketplace.
For organizations in highly regulated industries,
the juxtaposition of security mandates and
mobile devices jangles nerves.
n JEFF MCDOWELL, SENIOR VICE PRESIDENT, ENTERPRISE AND PLATFORM MARKETING, RESEARCH IN MOTION (RIM) n JEFF PACK, PRESIDENT, REMOTERELIEF
n MAYUR KAMAT, ENTERPRISE MOBILE PRODUCT MANAGER, GOOGLE
n RICK BYLINA, PRODUCT MARKETING CONSULTANT, MOTOROLA
86 GETTING PHYSICAL
Kindred Healthcare improves opera-
70 MANAGED SERVICES: FASTER DEPLOYMENTS
Security concerns and platform complexity are driving enterprises of every
size to consider an outsourced approach to mobile device management.
tional efficiencies and revenue management with
more accurate billing and better reporting.
n
n
n
ALEX BAUSCH, CEO AND FOUNDER, VELIQ
JORGE CHAUCA, MARKETING SOLUTIONS MANAGER, ORANGE BUSINESS SERVICES
GABY GROFF-JENSEN, SALES AND MARKETING DIRECTOR, SMARTPHONES TELECOM AS
88 THE SWEET SMELL OF SUCCESS
Faster, easier direct-to-store delivery
helps Tasty Baking savor more profits.
90
n SØREN LINDE, PARTNER, MOBILITY ARCHITECTS
n JEFF PACK, PRESIDENT, REMOTERELIEF MOBILITY FROM A CLOUD
Need mobility now? Cloud services are a fast, low-cost path to mobilizing
the enterprise. n TERRY STEPIEN, PRESIDENT, SYBASE IANYWHERE
MOBILE ENTERPRISE BEST PRACTICES
74 PROTECTING THE ROI
IT shakes a costs-center heritage by
92 MOBILITY SERVICE CALL
Companies opt for managed services to decrease up-front investment and
maintenance costs. MobiDM morphs SaaS into MaaS.
mixing technology and business in the mobile
enterprise.
n DAN MAHOWALD, VICE PRESIDENT OF MOBILITY, SAP MARKET DATA
78 MOBILITY ACCOMPLISHED
U.S. Air Force keeps troops combat ready
by improving supply-chain and logistics processes.
94 EMPLOYEES ARE CHANGING
THE SPEED OF BUSINESS
Market research highlights mobile activity in
2010 and trends to watch in 2011.
80 MOBILE LOCKDOWN
Smartphones and tablets are becoming
more prevalent in the enterprise. Don’t let them
n STAN STADELMAN, MOBILITY PRODUCT MANAGER,
SYBASE, AN SAP COMPANY
be a security hazard.
n JOE OWEN, VICE PRESIDENT OF ENGINEERING,
SYBASE, AN SAP COMPANY
118 COMPANY INDEX
6 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 7

6. TRANSFORMATION OF THE ENTERPRISE
Companies that embrace
the mobile future will be rewarded
on the bottom line.
The Mobile
Majority
After two years of hunkering down in cost-cutting mode,
global IT is being jolted awake by the golden glow from millions of
mobile device screens wielded by an eager, impatient workforce.
With their big, bright displays, intuitive interfaces and high-speed
Internet connections, smartphones, tablets and other portable
devices put a wealth of services and information at users’ fingertips.
Not surprisingly, these users want the same convenience and data
accessibility they enjoy at home and everywhere
else to work for them in the office as well.
“Work” is the right word for what these devices
can do. Of organizations that allow employees
to use personal mobile devices for business, 65
percent report greater productivity, according to
a recent study by IDG. Such improvements in
productivity are quickly driving down the total
cost of ownership (TCO) for mobile initiatives. Dr. Raj Nathan
Executive Vice President,
As a result, mobilizing the enterprise is an Chief Marketing Officer,
imperative for businesses in 2011. Regardless of Sybase, an SAP Company
ENTERPRISE MOBILITY GUIDE n 9

7. TRANSFORMATION OF THE ENTERPRISE
industry or size, a mobile enterprise is a fertile strategy that extends their During the Next 12 Months, How Many New Mobile Applications
field for business innovation, competitive data and applications to Do You Expect Your Company to Implement?
growth and profitability. mobile devices. The good
news? Usage of company 10%
21%
Data Efficiency Pays data assets can improve
If the median Fortune 1000 business increased dramatically, as can the
None
the usability of its data by just 10 percent, it company’s bottom line.
could realize a $2.01 billion annual revenue 27%
1 to 4
increase, found a 2010 study by the University For mobility leaders,
of Texas at Austin. A pharmaceutical company mobile customer relationship
5 to 19
with 36,000 employees and sales of $388,000 management (CRM) is a 44%
per employee could increase sales per employee no-brainer; arming a sales 20 or more
by nearly $56,000—a 14.4 percent increase. force with a mobile version
of its most valuable tool and
Base: *Sample size of 226 companies with revenues upward of $100 million surveyed across
Such top-line improvements don’t come solely providing a direct link to the United States and United Kingdom
from investments such as mobilizing corporate better customer service and Source: Kelton Research, January 2011
email. Enterprises must be willing to dedicate higher productivity doesn’t *Of those who expressed an interest to implement mobile applications in the next 12 months
significant resources to a broad enterprise even warrant debate.
Apps Take Off: According to respondents, two-thirds (65 percent) said they will deploy five or
By the End of 2011, How Many Different Mobile Platforms or more mobile apps this year. Another 21 percent are deploying 20 or more mobile apps.
Operating Systems Will Your Company Be Supporting?
For them a better question is: Powerful, game-changing business drivers
8% 4% What else can we mobilize? are inspiring enterprises around the globe to
integrate mobility into their core IT support
None Forward-looking organizations strategy. These drivers include:
are considering mobile
30%
1 to 4 initiatives that leverage data n Fast return on investment (ROI)
assets, increase employee n Increased employee productivity
58%
5 to 19 productivity and improve the n Desire to interact directly with the
bottom line. Target end-users customer
20 or more include executive and middle n Ability to attract the best of upcoming
management, field service talent from the universities
Base: Sample size of 250 companies with revenues upward of $100 million surveyed across delivery and repair technicians, n More reliance on mobile information
the United States and United Kingdom sales, operations, marketing workers and teleworkers
Source: Kelton Research, January 2011 and customer service.
Companies that have already mobilized aggressively
Diversity Rules: Nearly four out of ten (38 percent) of enterprises expect to support five or It isn’t just a case of fascination have boosted employee collaboration and
more mobile platforms or operating systems. with the latest technology. productivity, real-time access to critical business
10 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 11

8. TRANSFORMATION OF THE ENTERPRISE
information and employee satisfaction. They’ve Today, enhanced productivity End-User Driven Forward-looking
also reduced costs and the time to make decisions fueled by mobile applications is Much of the U.S. workforce organizations
while improving customer satisfaction. enjoyed by managers, sales reps, already uses personal mobile
customer service agents, devices for business. According are considering
Fast Action, Improved ROI field service technicians, to Forrester Research:
mobile initiatives
As task workers and information workers adopt retail associates, warehouse
mobile device technology in a massive wave, managers and many more. n 57 percent use their device to that leverage
the ROI of mobile investments will continue to Revenues for mobile patient- make work-related phone calls.
accelerate. There are many reasons, but the key monitoring applications alone n 48 percent use it to check data assets,
one is higher employee productivity. will reach $1.9 billion by 2014, work email. increase employee
predicts Juniper Research. n 42 percent use it to search
Users cannot be effective in their roles if the Internet or an intranet for productivity
they must wait until they’ve returned to their The common thread? work-related information.
and improve the
Immediate data input. Fast
response will result in more These uses are just the tip of bottom line.
Regardless of service level agreements the iceberg, but they illustrate
industry or size, (SLAs) met, more customers how mobile computing is so
satisfied and more product vital that information workers
a mobile enterprise moved without waste. will pursue it even in the The Arrival of SuperPhones
absence of corporate support. If you think keeping powerful mobile devices
is a fertile field for
Contributing factors to such as the Apple iPhone and Motorola Droid
business innovation, the high ROI of enterprise When ungoverned, mobile users out of the enterprise is a losing battle now, brace
mobility include: can expose the organization yourself. It’s only going to get harder, mobility
competitive growth to risk and threaten existing experts warn. By the end of 2010, manufacturers
and profitability. n Increased customer and application investments. But introduced more than 60 new smartphones
business partner satisfaction when governed appropriately, based on Google’s Android operating system
n Reduced sales cycles workplace use of consumer- alone, as well as a number of new smartphones
desks—or even their laptops—before they can make n Streamlined workflow with oriented smartphones and designed to work on 4G wireless networks.
a decision, provide an approval or give managerial added visibility tablets can help employees
guidance and feedback. In the modern enterprise, n Increased productivity and get more done and heighten Meanwhile, a slew of must-have features are on
there is zero tolerance for unnecessary delays. efficiencies morale in the process. the way, ranging from mobile payment systems
n Reduced operational costs that turn your smartphone into a credit card to
The ability to respond to requests in real time n Improved data collection and The importance of raising location-based services that help co-workers
increases efficiency, improves data accuracy accuracy morale should not be under- find each other in or out of the office.
and availability, allows sales reps to spend more estimated. An IDG survey found
time selling and reduces business operations The next step is to enable that 61 percent of companies Clearly, companies can expect to find more
costs. And the benefits extend to every industry everyone in the enterprise with that let employees use personal smartphones in the office well into the future.
and most job functions. similar tools to drive efficiency. mobile devices at work report
12 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 13

9. TRANSFORMATION OF THE ENTERPRISE
higher employee satisfaction. Conversely, mobile phones and social media. As task workers and information workers
organizations that don’t permit enterprise use Organizations that ignore adopt mobile device technology
of personally owned devices can alienate current their deep affinity for mobile
and potential employees. computing do so with risk. in a massive wave,
the ROI of mobile investments
Younger, more tech-savvy professionals—often “You’re going to have a
referred to as “Millennials”—have grown up on negative backlash and end will continue to accelerate.
up becoming a company that
people don’t want to work for,”
Fast Action Rewarded notes Zeus Kerravala, a senior
You may feel you’re not ready to embrace vice president and mobility the device owners are eagerly But you don’t have to formalize such a policy to
enterprise mobility. You can always take it up expert at Yankee Group. onboard. All it takes is for begin leveraging the potential of your smartphone
later, but be aware of the risks of waiting: Eventually, organizations that executive and IT leadership to installed base. The fact that you don’t own the
can’t or won’t accommodate define the path forward to take devices should not prevent you from thinking of
Increased IT disorganization. Mobile users will these users’ needs will miss advantage of the vast business them as corporate assets. The sooner you can
improvise with off-the-shelf applications that out on top young talent and potential that lies therein. change your corporate culture to match today’s
could pose a threat later to the application fall even further behind more mobile zeitgeist, the faster you will see the
investments you’ve already made and cause deep mobile-savvy competitors. One cost-effective way to results—significant results—on the bottom line.
disorganization in your enterprise data. With no jump on the mobile band-
automated encryption of business-related data, The good news: Companies wagon is to adopt a “bring your Changing with the Times
these devices pose a security risk should they be that want to aggressively make own” policy. Organizations can Smartphones and tablets are quickly becoming
lost or stolen. use of employees’ personal mobile encourage personal device use the information worker’s most valuable tools.
devices to enrich business in the office and perhaps offer a While no one is predicting they will replace
Waning employee satisfaction. Your workforce efficiency and profitability are technology stipend to employees desktops and laptops, mobile devices are taking
will view a lack of mobile support as a reproach. very unlikely to experience to spend on laptops, smartphones, over a huge part of their workload. Best of all,
You risk your reputation, becoming an employer resistance among users. tablets or carrier fees. they are available right now, at users’ desks
whose inability to “get” the mobile space is across the globe, waiting to be enlisted for
symptomatic of being more generally out of Ubiquity This strategy allows companies business. Businesses that embrace that fact will
touch. Once the damage is done, such reputa- Breeds Opportunity to support employee mobility be the first to reap the rewards that come with
tion deflation will be difficult to redress later. The opportunity for employers without picking up the entire having a happier, more productive workforce. n
to embrace mobile technology tab. Even letting workers
Stagnating IT skills. The longer you wait to to positively differentiate them- expense business-related
develop mobile versions of your corporate selves exists today, in large part, voice and data fees is a start. As executive vice president and the company’s chief
applications, the more you will need to pay later because of the near-ubiquitous Ultimately, employees who marketing officer, Dr. Raj Nathan is responsible
to hire skilled mobile professionals. Meanwhile, presence of mobile devices purchase their own devices have for all marketing initiatives for Sybase. Under
the skills of your developers will not keep pace across their organizations already. higher morale and yield significant his leadership, Sybase continues to be known for
with technology advancements. Though unorganized, the devices savings for the company in visionary technologies that meet the direct needs
are there to be leveraged, and capital expenditures. of customers and partners.
14 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 15

10. TRANSFORMATION
Managed Mobility Incorporates Multiple Components OF THE ENTERPRISE
Mobility
Elements of Managed Mobility
Market
leadership
Myth Buster Customer
satisfaction
Productivity to
stra
teg
ic a
p pli
cat
ions
Mobility is destined to be part of the enterprise as research points ings
t sav
toward a bright future for smartphones and tablets. Are you prepared e cos
iat
Production ed
to manage them? Im
m
Mobile device management is morphing Eugene Signorini Efficiency
from a nice-to-have to a must-have. Fortunately, Vice President of
device management is getting both more powerful, Anywhere Enterprise, Cost
and—with the rise of hosted options such as Yankee Group
managed mobility—much easier and less expensive Telecom expense Connectivity Mobile device Security Application
to deploy. To learn more, we sat down with Eugene management management management management management
Signorini, a longtime mobile industry analyst with Source: Yankee Group, 2010 Enterprise Mobility IT Decision-Maker Survey, December 2010 (N=205)
Yankee Group. personally liable devices adds
diversity and complexity. It Mobility Multitasking: An integrated solution that addresses all the disparate elements of
Sybase: How does the trend of “bring your own” will require a specific set of managed mobility can deliver significant strategic business value.
or individually liable devices affect how management tools to assist
corporations select mobile device management in device provisioning and capability to impose security image devices, deploy and manage applications,
services or software? deployment, development and policies on mobile devices, have control over device functions (such as
delivery of applications, and such as password enforcement, camera and external storage usage) and gain
Yankee Group: When it comes to smartphones, policy and security management. as well as the ability to remotely visibility into actual device usage will all become
personally acquired and individually liable devices wipe data from a device that must-have components of a truly robust mobile
have become the norm, rather than the exception Sybase: How important is it for has been lost or stolen. device management offering.
to the rule. According to our 2010 survey, almost end users to choose a mobile
60 percent of users brought their own device device management platform that However, as mission-critical Sybase: How popular will managed mobility be
to work. IT leaders aren’t blind to this reality. offers a broad range of capabilities? applications are developed in 2011?
Already, the decisions are largely in the hands and deployed on smartphones
of users themselves. Yankee Group: For most and other mobile devices, Yankee Group: Managed mobility is gaining
companies today, the most greater functionality will be momentum and will play a more significant role in
This represents a change for IT, which has been pressing need is to secure required from a mobile device enterprises during the next three years. This is due
accustomed to a top-down, centrally controlled sensitive data on devices. management platform. The to a number of converging trends driving a more
model. Moving to a model that incorporates These companies need the ability to rapidly provision and strategic approach to mobility among enterprises
16 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 17

11. TRANSFORMATION OF THE ENTERPRISE
What Percentage of Smartphone Users Within Your Organization mobility should enterprises The most pressing
Would You Estimate Have Acquired and Pay for Their Devices in the Following Way? be following? piece of the
Corporate-liable subscriptions 29% Yankee Group: Managed mobility managed mobility
encompasses several components—
from telecom expense management
puzzle is
Corporate-sponsored subscriptions 14%
and connectivity management, mobile device
to mobile device management,
security management and management.
Individually liable 58%
application management.
0% 10% 20% 30% 40% 50% 60% Ultimately, there will be
Average percentage significant value for enterprises embrace the behind the firewall or the managed
Base: Asked to those who indicate current workforce with smartphones in pulling these components service route for mobile management?
Source: Yankee Group, 2010 Enterprise Mobility IT Decision-Maker Survey, December 2010 (N=205)
together into an integrated
solution or platform. Yankee Group: Enterprises really need to consider
Employee Choice: A large majority of smartphones used for business are selected and acquired whether they have the appropriate resources to
by their individual owners. But the most pressing piece of dedicate to mobility initiatives before determining
the managed mobility puzzle is whether to implement these solutions behind the
and IT leaders. One key trend is that the U.S. mobile And finally, mobile technology mobile device management. A firewall or as a managed service. For enterprises that
workforce (those who spend more than 20 percent enhancements across the board survey we conducted in 2010 are already outsourcing other IT support services,
of their time away from their desk) will grow to are dramatically changing the shows that business leaders believe such as IT help desk and laptop support, the managed
nearly 44.5 million workers in 2018. This expectation landscape. For example, there that 57 percent of employees will services route probably makes the most sense for
is due to corporate HR policies that encourage or will be almost 10 million wireless use a smartphone for work by smartphone initiatives as well. Even those businesses
allow working outside of the office. broadband modems in the United the end of 2011. The same survey that handle much of their existing support in-house
States by the end of this year, in shows that IT leaders believe that may discover that mobility adds too great a degree
A second key factor is evolving IT and business addition to new connected devices tablet deployments, although of complexity, and they may want to consider a
leader attitudes toward mobility initiatives, now such as tablets. Mobile broadband small today, will double in two managed service, at least as a starting point. n
that organizations are realizing the productivity such as 4G adds complexity years. And smartphone operating
gains from having mobile access to applications as because employees now send, system diversity has become a
simple as email. receive and store huge amounts reality within enterprises. This is Eugene Signorini is a vice president of
of sensitive data. Enterprises forcing businesses to think more Yankee Group’s Anywhere Enterprise research
Employee preferences will play a key role, recognize the need for a more strategically about managing all group, with expertise in enterprise mobility.
too. Now that 31 percent of employees have holistic mobile management of these devices. Signorini has more than 16 years of wireless
smartphones—less than half of which are paid strategy to cope with the added industry experience, and prior to Yankee Group he
for by the employees’ companies—IT managers complexity of managing connected Sybase: What are the most worked in various operations, project management,
feel compelled to determine how they can laptops, tablets and smartphones. important recommendations and sales and service roles within MCI WorldCom’s
extract more value from these powerful mobile that you offer to enterprises wireless resale organization and its predecessor,
computing platforms. Sybase: What aspects of managed that are considering whether to Nationwide Cellular Service.
18 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 19

12. TRANSFORMATION OF THE ENTERPRISE
An aggressive embrace
of tablets is transforming
how SAP Runs SAP.
The Device
Difference
Unwiring the enterprise can pay huge dividends for workers
and the corporate bottom line. I’ve seen firsthand proof of that.
Since joining SAP as global CIO in late 2009, I have made mobile
adoption one of the cornerstones of our SAP Runs SAP strategy.
We deployed our first Apple iPad within a month of its release,
and we never stopped. As of the beginning of 2011, we had rolled
out more than 2,500 iPad tablets to our employees, making SAP one
of the fastest corporate adopters in the world. Why? Because we
confirmed early on that the iPad was a fantastic
tool, not a toy.
Our executives and salespeople get real-time
access to corporate data on their iPads via their
SAP BusinessObjects BI dashboards. Others are
using their iPads as virtual private network
(VPN)-enabled clients to our server applications.
Still other employees are using their iPads for Oliver Bussmann
email or social media. In my case, I am a big fan of Global CIO,
Twitter. I find the iPad the best way to use Twitter SAP
ENTERPRISE MOBILITY GUIDE n 21

13. TRANSFORMATION OF THE ENTERPRISE
Employees bring in Smartphones’ Arrival in the Workplace
their own expectations.
Lifestyle becomes
23%
work style. 34%
It is a device my company
issued to me, 34%
and old-school phones to the
It is a device I selected from my
curb. So have our customers. 21% company’s approved/supported list
At telecom equipment maker and my company purchased, 22%
Tellabs, for example, shipment 22% It is a device I selected and purchased from
approvals on SAP software can my company’s approved/supported list, 21%
be dispatched on an iPad in about It is a device I selected and purchased that
a third of the time it takes on a my company hasn’t said it supports, 23%
laptop computer. Base: 1,009 executives from enterprises in North America and Europe
when I have bite-size chunks of free time such as Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010
in between meetings. Prepare for the Arrival
of the Digital Natives The unsupported: Almost one-quarter of information workers are already bringing a personal
Drinking Our Own Champagne But many other businesses mobile device to work, despite lack of corporate support.
Besides the productivity gains that we see continue to procrastinate on
employees experiencing, SAP has also dived mobility. A 2011 study by Kelton Young professionals—also of the global workforce, according to a 2009
headfirst into mobility because we want to be a Research found that security known as “digital natives”— report from IDC. A very large percentage of these
role model for innovation for SAP’s 43,000 global fears had caused 75 percent are entering the workforce workers will be avid smartphone or tablet users.
customers. Not only do we want to take the lead of enterprises to delay rolling as fully indoctrinated mobile
and “drink our own champagne,” but we also want out mobile apps at one time or device multitaskers. Do not Passion for mobile computing is changing
to share our learnings as widely as possible. another, while cost concerns had expect them to work without not just the way IT must think about corporate
caused 54 percent of businesses a smartphone or similar device data delivery. It is changing the profile of the
At SAP, we believe strongly in device agnosticism. to hold off. at hand. These employees will global workforce, and enterprises must adapt
Employees bring in their own expectations. Lifestyle want to use the best tool for the every aspect of their corporate policies to
becomes work style. So we continue to be a huge These stats are not surprising. job, and rightly so. Beginning keep up. n
BlackBerry shop even as we roll out iPhones and Many other technologies that immediately, attracting young
iPads, Android devices such as the Samsung Galaxy grew from the bottom up, talent requires a mobile-savvy
Tab and new Research In Motion (RIM) devices such including PCs and PalmPilot enterprise. Oliver Bussmann is the global CIO at SAP.
as the BlackBerry PlayBook tablet. devices, initially were greeted with He has more than 20 years of experience in
restrained hostility. But what at The worldwide mobile IT management at companies including
It’s not just SAP that has experienced firsthand first seemed threatening quickly worker population will reach Allianz Group, Deutsche Bank and IBM. Follow
the productivity improvements that throw laptops became a business essential. 1.2 billion in 2013—35 percent him on Twitter @sapcio.
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14. TRANSFORMATION OF THE ENTERPRISE
Mobile business apps are
taking on hard work in the enterprise.
Watch for more—and soon.
An App Market
Also Rises
There’s no doubt that enterprises are adopting mobility. For
instance, businesses will buy about 10 million tablets in 2011, according
to Deloitte. Meanwhile, a much larger but untold number of personally
owned smartphones and tablets will be brought to work by employees.
But what then, ask skeptics, who argue that a scarcity of serious
mobile business apps means that even as companies find
themselves awash in smartphones and tablets, the devices remain
less of a tool and more of a trinket.
While that argument may have once held
water, it’s no longer true. “Wireless apps aren’t
just about slingshotting birds or drinking virtual
beers anymore,” noted The Wall Street Journal in
October 2010. “Mainstream business tasks from
sales and marketing to customer service and
consumer research are quickly making their way
from desktops to smartphones.” Sean Kae
Executive Vice President for
The Journal cited companies such as insurer Mobile Communications,
Aflac Inc., which offers a dozen different smartphone Samsung SDS Co.
ENTERPRISE MOBILITY GUIDE n 25

15. TRANSFORMATION OF THE ENTERPRISE
The supply of
mobile devices Facebook + Business = Innovation
If you think Facebook and business don’t mix, you may be in for a surprise. In a 2009 IDG
in enterprises survey, 39 percent of respondents said they are deploying mobile applications that have
consumer-like functionality, such as social media and Web 2.0 services.
has hit a
critical mass. Just over 25 percent are pursuing mobile applications that take greater advantage of
native device capabilities such as cameras and GPS. A quarter of the respondents are
so convinced of the relevance of these tools that they are shifting away from packaged
cost in terms of money and applications to rely instead on custom-developed mobile applications that support
time can now increasingly these features.
find off-the-shelf apps
created by developers. How do these tools improve the efficiency of business?
n On-the-spot information networking: During meetings, employees can tag a
It’s a cycle familiar to question to find a subject matter expert and immediately involve that person in the
apps to its 70,000 sales employees for accessing anyone who remembers conversation.
customer, claims or policy information on the how the shift from custom n Better downtime utilization: By coupling the device’s GPS to the company’s customer
road, and Life Technologies Corp., a biotechnology enterprise server apps to relationship management (CRM) system, executive and sales teams can locate nearby
tools maker that has armed 400 sales and senior packaged ones in the early customers to visit while in between scheduled appointments.
executives with Apple iPad tablets and an app 1990s caused that market n More collaboration and customer interaction: Facebook and wikis improve idea
enabling them to visually mine and analyze sales to grow significantly. generation and offer searchable archives of past conversations that can vastly improve
data on their tablets. the planning and design stage of any business initiative.
Similarly, as the mobile n Collecting competitive intelligence: Sales and marketing staff can use device cameras
Still think these mobile adopters are the exception, business app market shifts to snap pictures of billboards, magazines and other advertisements, which can be
not the rule? According to a Kelton Research study from predominantly custom added to records within the CRM database.
from January 2011, 65 percent of U.S. and U.K. to packaged deployment,
companies plan to deploy five or more mobile apps the average price of these Organizations that say “yes” to social networking, cameras, GPS and other mobile device
this year. One-third of those firms (21 percent of overall) apps will drop—fast. That tools are sure to spark innovation and generate higher revenue.
expect to deploy 20 or more mobile apps this year. will shorten the time for
companies to deploy apps,
Why are companies accelerating their embrace of as well as earn a return on market for mobile enterprise apps stay put will one day look up and realize they
business apps? For sure, it’s demand from workers investment (ROI) on them. will grow to $10.87 billion in 2015. are miles behind their competitors, with no
seeking more convenient, more real-time tools. But That also makes these apps opportunity to catch up. n
another huge factor is that the supply of mobile much more affordable to a The moral? Companies that
devices in enterprises has hit a critical mass. broader swath of companies, have put off deploying mobile Sean Kae is head of the Mobile Communications
taking the market into a high apps, despite their business (MC) division at Samsung SDS. He is responsible for
That means companies that had been forced to growth stage. Frost & Sullivan benefits, will soon have no SDS’ unified communications, mobile services and
build their own mobile apps and extensions at a high predicts that the North American excuse. Those who continue to embedded software development businesses.
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16. TRANSFORMATION OF THE ENTERPRISE
Realities of a Highly Historically, IT managed Now,
different components via IT organizations
point products. Now, IT
Mobile Workforce
organizations are choosing are choosing
a platform approach.
a platform
A unified mobile management approach.
Employees are no longer contained within an office’s four walls. platform provides all the
Hello chaos. technology, processes and
procedures to provision devices,
track hardware inventory and
When it comes to managing smartphones Cliff Cibelli software licensing, and manage n Antivirus and firewall protection
or tablets, forget everything you know about Group Manager, application and data access. n Remote device kill and data deletion for lost or
managing PCs. That’s because the majority of Enterprise Mobility, It also allows enterprises to stolen devices
PCs are accessible to IT around the clock. Need Verizon embrace mobile device trends
to install a service pack on a new desktop? No without compromising security. Control Costs with
sweat—for IT, it’s usually just a short elevator And it does so using a centralized Self-Service Management
ride away. management console with a Baloise Insurance, for example, chose a mobile
have been decimated by the single, integrated interface. management platform that can administer a range
Mobile devices, on the other hand, can be invasion of Apple iPhones, of smartphone devices from a centralized console.
unavailable for many reasons. They can be lost or Android devices and more, A mobile device management The platform also offers self-service registration
stolen, locked in an unresponsive state or stuck in despite lingering security and solution can perform all of the and updates of mobile devices for employees.
a carrier’s dead zone. It’s much more challenging manageability concerns. The following tasks remotely:
to maintain data integrity on remote devices. “consumerization of IT” and As a result, 90 percent of iPhone users require no
its freedom of choice have n Distribution of software and IT support at all. In addition, the number of calls to
It’s also more challenging to reconfigure them compounded the problem with updates the help desk dropped by more than 50 percent.
when standards change, to administer software the push to allow employee- n Distribution of information
patches and to simply keep track of them. IT liable devices to access the and content “Our employees appreciate that the mobile
must physically collect devices and upgrade corporate infrastructure. n Tracking of assets, hardware management platform is very easy to use and
them one by one. The cost of IT resources and and software inventory extremely reliable,” says Marc Baier, Baloise Insurance’s
shipping and the loss of field worker productivity Platform proliferation has n Management of operating director of collaboration and workplace services.
adds up. Unless your company is very small, you’ll created another complication: system and software patches “We’ve been able to dramatically reduce our IT support
need to find a better way—and a mobile device coordinating a myriad of n Tracking of software license costs while greatly enhancing user satisfaction.”
management solution can offer the answer. services and applications. compliance
Management knew it had to n Configuration updates Alternate Paths
Freedom of Choice strike a new balance between n Remote backup and to Mobile Management
For years, organizations tried to control costs by what users wanted and what restoration of data Until recently, companies seeking mobile
standardizing on a few devices. Those controls IT could efficiently support. n Over-the-air data encryption management solutions had only one option:
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17. TRANSFORMATION OF THE ENTERPRISE
server-based software. While Managed
Seven Rules for Effective that gives companies a lot of mobility software
Mobile Management control, it can be difficult for
some companies to set up, as a service
Follow these seven ground rules to ensure that complicated to manage and
is a simpler,
device management headaches won’t get the costly to start.
better of your IT organization: more efficient and
Enter the cloud. Managed
n Identify all mobile devices on the network: mobility software as a service cost-effective
Audit your email server and other systems to is a simpler, more efficient and option for many
make sure there are no unauthorized devices. cost-effective option for many
n Know which back-office systems that employees companies and can shorten the companies.
will want to access: Many workers can suffice implementation cycle as well. It
with just email access, while salespeople will also democratizes sophisticated
need sales applications and executives will need mobile device management outsourcing other IT support
dashboards and purchasing approval. the same way salesforce.com services, such as IT help desk and
n Formalize user types and set policies: Create made powerful customer laptop support, the managed
appropriate user groups and set strict relationship management (CRM) services route probably makes
governance policies for each one. tools available to one-person the most sense for smartphone
n Get ready to take action: Add a filter to startups. initiatives as well.”
control access to your back-end systems and
block access to devices that don’t have a Moreover, the best managed Whatever path you pick, the
management client installed. mobility services, such as destination—a real, unified of product management and development for
n Add password and encryption policies plus Verizon’s Managed Mobility, offer mobile management platform— Verizon. Cibelli’s portfolio includes Managed
remote wipe: Consider this the bare minimum the same powerful features of will allow you and your Mobility, a life-cycle wireless expense and device
for mobile security: password enforcement, their software brethren. These organization to change your management service; Mobile Services Enablement
on-device data encryption, remote wipe for lost include device management mind-set: viewing smartphone Platform, for developing and deploying enterprise-
devices and inventory management to identify and security, logistics, telecom innovation as an opportunity wide applications; and Enterprise Mobility as
which devices are connected to the network. expense management, and rather than a threat. Insulating a Service, a cloud-based solution to help
n Consider separating personal data from business application development and the organization against on-the-go workers quickly and securely access
data: As an added security measure, store management—while taking mobile management inflation their corporate networks.
enterprise data in one area of the device and all of the complexity out of may be the best thing you
encrypt and password protect only that area. users’ hands can do in 2011 for the future Prior to January 2006, Cibelli served as the senior
n Enable users to be self-sufficient: Keep the of your business. n product manager of managed network services
burden on IT low by letting users download a As Yankee Group analyst for MCI. Before that, he was the director for
management client application that will keep Eugene Signorini writes in A 30-year communications global solutions bid management. Cibelli has
their devices in compliance. “Mobility Myth Buster” (page 16), industry veteran, Cliff Cibelli also held strategic planning and technical
“For enterprises that are already currently is a group manager consulting and training positions.
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18. THE MOBILITY EFFECT
From CRM to authorizations to business intelligence, mobile
applications help organizations better support on-the-go
workforces and engage more effectively with customers.
Mobile Apps
Add Muscle
Today’s enterprise workers mostly use their work smartphones
to send emails and check schedules. Soon, that won’t cut it. Employees
are accustomed to doing more—much more—with their personal
phone. Why, they ask, should their work device be any different?
According to a 2010 survey by Forrester Research, 75 percent of
companies report “increased worker productivity” from deploying
mobile applications. How? Through increased employee
responsiveness and decision-making speed
(66 percent), faster resolution of customer and
internal IT issues (48 percent) and improved
customer satisfaction (42 percent). It’s no wonder:
Extending business data and applications to
mobile devices exponentially increases the
value of these corporate assets through
real-time access, always-on availability, fewer
delays and faster execution.
Nick Brown
Accelerating Sales Senior Vice President,
The potential for productivity from mobile Strategy, Mobile Applications Group,
applications is everywhere—from the corner SAP
ENTERPRISE MOBILITY GUIDE n 33

19. THE MOBILITY EFFECT
What Benefit Has Your Firm Experienced CRM applications are well behind. Because these are “ultra-horizontal”
as a Result of Deploying Mobile Applications? suited to smartphones and applications—used by all employees—they are
tablets, making CRM a convenient most effective at slashing delays and administra-
Increased worker productivity 75%
starting point for independent tive costs when adopted throughout a company.
Increased employee responsiveness and 65% software vendors (ISVs) and
decision-making speed
Resolved customer issues faster in-house IT projects. The CRM
48%
data structure is organized and The potential for
Resolved internal IT issues faster 48%
hierarchical enough to easily fit productivity from
Improved customer satisfaction 42% and navigate, and the workflow
Reduced sales cycle time 16%
is complex and free-form mobile applications
enough to take advantage of
Reduced personnel costs 16% is everywhere—
gesture-based touch screens.
Reduced fuel, gas or fleet
maintenance costs
15% Development teams using from the corner office
Competitive differentiation fourth-generation (4GL) tools to
14%
access back-end data systems to the service fleet
Increased sales revenues 14%
have robust prebuilt user and across all
Improved brand perception 10% interface (UI) elements in the
Reduced inventory costs 6% latest smartphone software vertical industries.
development kits. That makes
0% 10% 20% 30% 40% 50% 60% 70% 80% it simple to bind a data table to
Base: 2,247 network and telecom decision-makers a UI table on the Apple iPhone, They require frameworks that can connect to a
Source: Forrester, Enterprise and SMB Networks and Telecommunications Survey, North America and Europe, Q1 2010 with the native scroll, bounce and wide variety of systems—procurement, expense
selection interactions built in. management, timekeeping, human resources and
Getting Things Done: Companies are enjoying a wide range of benefits from the use of mobile employee benefits.
applications. Increased productivity leads the list. All the top CRM vendors have
delivered packaged mobile CRM These simpler, “lightweight” applications are
office to the service fleet and across all vertical Employees need real-time clients to application stores— also used for vertical processes: work-order tasks,
industries. It’s also larger than ever. With so many access to customer information— particularly the Apple App Store. data capture, spare-parts ordering, inspection
employees bringing their smartphones and tablets sometimes at a moment’s notice. Those client applications check-offs. Particularly in the public sector and
to work, companies are no longer bounded by their Likewise, customers demand can then be customized and utilities industries, the conversion to paperless
investments in company-owned, single-purpose or responsiveness, faster cycle integrated with the vendors’ mobile workflows has a high return on investment
ruggedized devices. Instead, companies can deploy execution and high-quality respective back-end systems. (ROI) from reduced administrative expense,
horizontal applications, which touch many more of management of support and increased data accuracy and reduced cycle time.
their employees. issue resolution. The clear benefits Reducing Administration
to deal-making and retention Mobile clients for workflow and Companies using a single mobile client for multiple
Mobile customer relationship management (CRM) processes have jumped mobile business process execution— workflows and processes benefit from support for
is the leading application entrant—a perfect CRM adoption ahead of all other authorizations and request multiple devices and operating systems (OSes), code
convergence of the demands and benefits of mobility. applications, barring email. management—follow close reusability, security frameworks, messaging and
34 n SYBASE 2011 ENTERPRISE MOBILITY GUIDE n 35