Mobile Managed Services: IT's Care Package to Support Mobilization of the Enterprise


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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.

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  • VDC Research Group (VDC) provides exceptionally detailed direct-contact primary market research and consulting services to many of the world's largest technology suppliers, innovative start-ups and leading investors.
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  • As mobile managed services see increasing adoption in the enterprise, the portfolio of services offered is broadening as well.As the strategic potential of mobilizing the enterprise becomes more clear to management, and employees continue to use their personal devices for work-related tasks, we are seeing many IT organizations overwhelmed with the challenge of managing mobility. With both corporate and BYOD devices accessing corporate systems, fragmentation in device OS’s and version, and mounting pressure to increase productivity through mobile deployments, it is no surprise that many IT organizations are seeking the services of external partners. Thus while many ISVs have entered the market with consulting and software solutions to support IT’s mobilization efforts, many enterprises have partnered with 3rd party organizations to have these management tools delivered as a managed service. Examples of this include MDM as a service, TEM as a service, Email as a service, and storage as a service. Thus we have defined “managed services” as the delivery model whereby external, 3rd party organizations control and direct the implementation of key mobile services. A managed service provider is responsible for remotely monitoring and managing the mobile network, devices, applications, and user support – at a predictable subscription rate.
  • At the core of this is the underlying acceptance of large enterprises towards outsourcing non-core business activities. As the economy continues this slow recovery process, companies are continuing to adopt these services rather than purchase on-premise equipment, or grow their IT staff. Cost management and allocation by department important for large enterprises
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  • Mobile Managed Services: IT's Care Package to Support Mobilization of the Enterprise

    1. 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 &
    2. 2. Recording Available A full audio recording is available for download at: © 2012 VDC Research QuickCast Mobile &
    3. 3. About Us Market Intelligence for Technology Vendors & Investors  Direct-Contact Primary Market Research  Deeply Segmented Data  Expert Insights  Validated Results Custom Consulting Services for Your Most Critical Business Decisions  Research-Based Consulting  Transparent Tools & Methodology o Highly Customized Survey Guides & Output Templates o Sophisticated Market Estimate & Forecast Models o Detailed, Flexible Stakeholder Maps & Profiles o Industry Development Scenarios o Market Opportunity Fit Screening, Rating & Ranking © 2012 VDC Research QuickCast Mobile &
    4. 4. Our Core Coverage Areas AutoID Embedded Hardware & Systems Embedded Software & Tools Mobile & Wireless © 2012 VDC Research QuickCast Mobile &
    5. 5. Ways to Work With UsOur market research is the basis for the many other ways that VDC can help you to grow your business. Our clients rely on us toprovide actionable insights that support their most important strategic initiatives including: corporate development projects,opportunity assessments and lead generation programs. © 2012 VDC Research QuickCast Mobile & Wireless
    6. 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: © 2012 VDC Research QuickCast Mobile & Wireless
    7. 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 &
    8. 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 &
    9. 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 businesssegments 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
    10. 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
    11. 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 Dont 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
    12. 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
    13. 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 &
    14. 14. Strategic Insights 2012: Enterprise Mobility Solutions MarketFinal Deliverables:Track 1: FastForward: Insight for LeadersTrack 2: Enterprise & Government Mobility HardwareTrack 3: Enterprise Mobility – Professional Services Volume 1: Professional Services Report Volume 2: Managed Services & Hosted ApplicationsTrack 4: Enterprise Mobility – SoftwareTrack 5: Enterprise Mobility – Industry & Application MarketsTrack 6: Government Mobility – Vertical MarketsTrack 7: Enterprise Mobility – Total Cost of Ownership & ROI Models © 2012 VDC Research QuickCast Mobile & Wireless
    15. 15. Thank You for Attending this VDC Webcast.For more information please contact: Mike Collete – Vice President, Sales & Enterprise Accounts | 508.653.9000 x112 David Krebs – Vice President Eric Klein – Senior Analyst Balca Korkut – Analyst Britt Libby – Research AssociateFor complimentary insights and marketing data: © 2012 VDC Research QuickCast Mobile & Wireless