There is a growing interest in the enterprise for IT to outsource the management of mobile deployments to third party organizations. As the strategic potential of mobilizing the enterprise becomes clearer to management, and employees continue to use their personal devices for work-related tasks, we are seeing many IT organizations become overwhelmed with the challenge of managing mobility. In this QuickCast, Britt Libby discusses market drivers and trends for mobile managed services in the enterprise, and outlines a path for the future.

1. Mobile & Wireless Practice
Mobile Managed Services: IT’s Care Package
to Support Mobilization of the Enterprise
May 2012
By: Britt Libby – Research Associate
With: David Krebs – Vice President
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

2. Recording Available
A full audio recording is available for download at:
http://vdcresearch.com/market_research/mobile_wireless/freeresearch.aspx
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

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© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

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AutoID Embedded Hardware & Systems
Embedded Software & Tools Mobile & Wireless
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

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© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

6. Today’s Speaker
Britt Libby
Research Associate, Mobile & Wireless
Britt supports syndicated and custom research projects, as well as consulting
engagements, focused on enterprise mobility solutions. Prior to joining the Mobile &
Wireless Practice, she conducted research around embedded platforms, mobile
hardware, and multicore computing in VDC’s Embedded Hardware & Systems Practice.
Britt graduated summa cum laude from Babson College with a BS in business
administration. Her coursework included studies in global supply chain management,
marketing, and applied quantitative modeling.
For complimentary insights and marketing data:
http://blog.vdcresearch.com/mobile_and_wireless/
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

7. Today’s Agenda
Mobile Influx Driving Outsourced
Managed Service Support
Evolving Awareness & Customer Demand
Keys to Succeed as a Managed
Services Vendor
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com vdcresearch.com

8. Enterprise Mobility as a Managed Service
Network Device Support Users Applications
Application
Risk
TEM MDM Help Desk Development,
Management
Integration
Mobile Mobile Policy Enterprise
Remote
Expense Security Development App Store
Administration
Management Management & Compliance (MAM)
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

9. Strategic, Rather than Operational, Variables Driving Adoption
What are the primary drivers for your organization’s adoption of mobile managed services?
(Respondents selected up to three answers)
35%
30.7%
30% 29.6%
25% 24.7% 24.0% 23.8%
23.1%
20.1%
20% 18.0% 17.8%
15% 13.4%
10%
7.6%
5%
1.2%
0%
Improve Improve end- Competitive Reduce cost Simplifying Gain reliable Ensure Consolidated Operating Outsource Other Don’t Know
customer user advantage of retaining day to day IT services at a endpoint and operations expense vs. non-core IT
satisfaction experience specialized IT and predictable data security and reporting capital functions
staff compliance monthly cost expense
operations
In contrast with other enterprise technologies, we are seeing mobile devices infiltrate the enterprise through a number of business
segments and operating environments. As business managers emphasize the increased customer engagement, productivity and employee
satisfaction these technologies enable, IT departments are struggling to obtain the resources required to support these deployments.
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

10. BYOD Driving Increased Access to Enterprise Applications
What types of mobile applications are supported by your enterprise
for your personal mobile device deployments?
100%
92.4%
90%
80%
70%
59.7%
60%
50%
39.5% 39.5%
35.3% 40%
30%
20%
10%
0%
Mobile access to email, calendar and contact information
Mobile access to corporate documents corporate applications (e.g. CRM, SFA, SCM, HCM, BI, ERP)
Mobile access to / databases (e.g. Specialized mobile line (expense management, approvals, etc.)
Mobile productivity applications of business applications (field service, direct store delivery, inspe
pdfs, jpegs, videos)
The strong support of mobile access to basic email, calendar, and contact apps on employees’ personal mobile devices illustrates
recognition of the value of mobilizing your workforce, as well as the impact that the consumerization of IT has had in shaping mobile
access policies. Enterprises are struggling to support employees’ demands to utilize their mobile technologies, while
hardening these devices and their systems to guarantee the security of corporate data.
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

11. Evolving Interest in Mobile Managed Service
Which, if any, of the following mobile services does your organization
currently procure as a managed service? In the next 12 months?
Help desk 39.7% 19.2% 33.7% 7.4%
Managed storage 32.6% 25.2% 32.8% 9.5%
Managed security 31.2% 22.2% 34.9% 11.8%
Remote administration 30.9% 26.8% 32.8% 9.5%
Hosted/SaaS email 26.1% 20.1% 42.5% 11.3%
Application integration 25.6% 27.3% 37.0% 10.2%
Application development 24.9% 26.3% 36.5% 12.2%
Mobile device management (MDM) 24.0% 31.4% 34.2% 10.4%
Hosted/SaaS Enterprise Applications 22.4% 25.4% 39.3% 12.9%
Telecom expense management (TEM) 18.5% 22.9% 44.8% 13.9%
Enterprise app store 14.5% 27.5% 43.9% 14.1%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Currently Using Planning to implement (next 12-24 months) No plans to implement Don't know
While outsourcing of more traditional managed services (e.g. outsourced help desk, managed storage, managed security)
will form the foundation for mobile managed services’ adoption, companies will begin to outsource strategic
services in coming years, as mobility develops into a core piece of business strategy.
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

12. Vendors in this Space Must Overcome Several Hurdles
What, if any, concerns/challenges has your organization encountered in the
evaluation or adoption of mobile managed services?
(Select all that apply)
45%
40.9%
40%
35%
32.3%
30%
25.6%
25%
20.1%
20%
17.6%
15.0% 14.8% 14.8%
15%
11.3% 10.6%
10% 8.8%
5%
2.1%
0%
Data Security Data Privacyper Use Pricing Model
Fee Justifying ROI Vendor Lock-In IT Resistance
Complexity of Vendor Losing Control of Mobile Initiatives
Relationship Management Resistance from Top Management
Employee Resistance Other Don’t Know
The nascence of the mobile managed services market can be evidenced by IT decision-makers’ strong concerns around data security
and the privacy of information that may be locally stored on these devices. These apprehensions will fade over time as vendors
illustrate and prove their capabilities in these areas. Vendors able to demonstrate competency in these areas as well as
communicate the strategic value and cost savings of their services will recognize a strong advantage.
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

13. Existing Customer Relationships to Serve as Backbone for Market Growth
When selecting a mobile managed service partner, rate the importance of the following
capabilities in terms of your partner selection decision, on a seven point scale.
(Chart illustrates percentage of respondents indicating ‘6’ or ‘7’)
67.9%
70%
66.1%
61.7%
60%
52.4% 51.3%
50% 48.0%
40%
30%
20%
10%
0%
Clear understanding Proven mobile Flexibility in pricing / Customization Ability to deliver a Rapid deployment
of your mobility expertise scope Capabilities bundle of core capabilities
needs mobility services
Customer closeness will be the strongest advantage for vendors in this space – especially for smaller players, who may not have the
resources to compete in terms of product offerings/portfolio. Companies are looking for vendors who understand their
business strategy, their mobility requirements, and are able to customize their offerings accordingly.
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

14. Strategic Insights 2012: Enterprise Mobility Solutions Market
Final Deliverables:
Track 1: FastForward: Insight for Leaders
Track 2: Enterprise & Government Mobility Hardware
Track 3: Enterprise Mobility – Professional Services
Volume 1: Professional Services Report
Volume 2: Managed Services & Hosted Applications
Track 4: Enterprise Mobility – Software
Track 5: Enterprise Mobility – Industry & Application Markets
Track 6: Government Mobility – Vertical Markets
Track 7: Enterprise Mobility – Total Cost of Ownership & ROI Models
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com

15. Thank You for Attending this VDC Webcast.
For more information please contact:
Mike Collete – Vice President, Sales & Enterprise Accounts
mcollette@vdcresearch.com | 508.653.9000 x112
David Krebs – Vice President
Eric Klein – Senior Analyst
Balca Korkut – Analyst
Britt Libby – Research Associate
For complimentary insights and marketing data:
http://blog.vdcresearch.com/mobile_and_wireless/
© 2012 VDC Research QuickCast
Mobile & Wireless
vdcresearch.com