Unleashing the Power of Mobility for the enterprise - Accenture

3,049 views

Published on

SAP Mobility Forum
22 mrt 2012, ’s-Hertogenbosch

Spreker: Peter Daley, Senior Manager, Accenture

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

Unleashing the Power of Mobility for the enterprise - Accenture

  1. 1. Accenture Mobility Services Mobility Strategy Peter Daley EALA Mobility Solution Architecture and Enterprise Mobility LeadCopyright © 2012 Accenture. All Rights Reserved. Accenture, its logo and High Performance Delivered are trademarks of Accenture.
  2. 2. Introduction Present and future of Mobility Basic phones 3G connectivity Device evolution Smartphone New mobile way of life 2004 2006 2008 2010 2012+ SMS and mobile browsers Smart Client Mobile channel integration Multi-modal services “Mobile Life” • SMS easy to use, • Use of on-line and off- • Mobile services supported • Flexible user experience • Intercommunicated and Application features alerts line services by different technologies based on location, integrated applications connection and time • Basic banking services • Local storage of • Combination of mobile preferences • Support to other services information messaging and navigation • Driven by technology NFC, e-Wallet, Banking... with local applications • Nearby services • Graphical features • Standard mobile • New and more advanced • Digital signature • Secure environments platforms with large sales business models, which available • Integration of productivity chances satisfy clients’ mobile tools and business needs applications • Extended mobile payments 1st Generation 2nd Generation 3rd Generation 4th-5th Generation Mobility: “Information ON DEMAND” Mobility: “ONE COMMUNITY, one way of life, for convenience, on demand”Copyright © 2012 Accenture. All Rights Reserved. 2
  3. 3. Introduction Accenture’s top mobility trends The pace of change in the enterprise mobile marketplace continues to accelerate with new technologies, interaction models and penetration • The iPhone Effect and the “Consumerization” of Mobility for Businesses • B2C Technologies driving Business Applications • 46% of large enterprises supporting personal owned devices • 2 billion downloads of 140,000 apps from Apple App Store • 20% of mobile workers are getting business apps from app stores today • iPad disruption in the business application space • Impact of social media and context within enterprise applications • Tighter Mobile Integration of Enterprise CRM and ERP to Mobile SFA and Workforce Management applications • Increased focus on Mobile Device Management & Mobile Security • Significant opportunities to improve Customer Engagement via Mobile Channel • Companies need help to get ahead of mobility and align business needs with capabilitiesCopyright © 2012 Accenture. All Rights Reserved. 3
  4. 4. Devices are ready, Wireless Networks are ready, Users are ready; Is your organization ready? 90% Penetration Saturated Market Opportunities for the Enterprise Market Opportunity 1. Operational Efficiencies – recession has driven an internal efficiency focus 2. Higher Customer Expectations – to be kept informed on service, else easy to switch Why 3. Increased Competition – new entrants into the supply / service chain now ? 4. Product Differentiation – appliance becoming network edge devices, smart grid 5. Wining the war for talent – Millennials’ expectations / communication stylesCopyright © 2012 Accenture. All Rights Reserved. 4
  5. 5. Why have a strategy ? So many questions… Many organization sometimes struggle to evaluate the highest value areas of focus, how to solve the technical challenges and how to “sell” internally… Key Technology Decision Areas Key Business Decision Areas Which device(s)? Organizations / What groups included? What Mobile Devices What platform? Workers requirements? Which applications? Mobile Industry trends? Specific Mobilize existing or new? Applications Best practices? Opportunities Backend Updates from the mobile? Processes enabled? Processes Systems Infrastructure / Integration? Technologies required? Wired or wireless? What mobile capabilities support Networks Capabilities WLAN, Wifi, Satellite? field operations? Technologies used? Impacts to technology use? Middleware Policies Functionality required? Regulatory bodies? Application / data / network / Support org structure? Tools Security Support device requirements? required? Technology Approach to configure, deploy, Training approach? Comms / Training Management maintenance? Communications delivery? What functions should be centralized / de- Who funds any common “infrastructure” Governance centralized? elements? Page 5Copyright © 2012 Accenture. All Rights Reserved.Copyright © 2010 Accenture All Rights Reserved. 5
  6. 6. Developing a Mobility Strategy A structured approach is needed to answer these questions Assessment Blueprint Roadmap Assess Current State Define Define Future State Implementation Identify Opportunities Roadmap Objective: Benchmark mobility capabilities Objective: Define future vision for Objective: Develop implementation and identify opportunities mobility and required standards and plan to guide growth of mobility capabilities to support Windows Enterprise End Customer Apple Blackberry Android Leading Mobile App Store User Admin Portal Portal Mobile Windows J2ME / HTML SaaS Developer Third party Services Devices PalmOS Symbian Laptop/Win32 5.0 Portal Portal Portal Vertical & ERP Business to Machine to Machine Horizontal Leading Enablement Customer Services Services Applications Applications B2E B2C / B2P M2M Mobile Services Management Framework Mobile SDK Information Service Professional Services Synchronization Orchestration Applications Platform Technical Architecture Provisioning Single Standard Platform Business Process Sign On Interfaces Security Design / Redesign • Design technical • Device selection criteria environment for devices, • Corporate security configurations Mobile Worker User Backup Wireless Connection Remote Device Assessment servers and interfaces • User set-up, policies and distribution Mobile Management and Recovery Management Access Management & Deployment Mobile Policies • Design application Services Software Password and Governance Encryption Inventory infrastructure Management Management • Design Secure network Deployment and User Support Network Other Global Public and protocol configuration • Assess production readiness Network Integration Carrier WWAN Networks Wi-Fi Networks management Services • Policies and standards • Documentation and training Product Application Managed Device Customized • Tier 1, 2, and 3 support Support Support Help Desk Support Support Hosting Development and Services Maintenance Regulatory and Data Security Compliance • Standards for design, build, test & deploy • HIPPA and International equivalents for data privacy • Configuration management • Regulatory compliance for mobile and applications • Proofs of concept, pilots Assess Gaps (Gap Analysis) Define Future Vision and mobility Capabilities Identify Value- (Mobility Services and Component Framework) Based Opportunities Design (Opportunity Map) Organization and Define Pace of Roadmap and Operating Model Outline Capabilities Create Common Nomenclature (Organizational Implementation Plan (Mobility Nomenclature) Roles and RACI) Visioning Workshop Roadmapping WorkshopCopyright © 2012 Accenture. All Rights Reserved. 6
  7. 7. Assessment Phase The Assessment Phase baselines common needs and requirements across stakeholder groups, and maps them against the current technology state Assessment Objective: Benchmark your mobility capabilities & identify opportunities. Mobile Gap Analysis Target Capabilities Opportunity Map • What is the current state of mobile Create a catalog of business needs • Identify all known opportunities technology in the organisation? What are the key technologies the • Categorise based on • Who uses what? business can make use of? implementation complexity, • Consumerisation and business benefit • Where are your competitors? • Task based workers • Use to identify high level • Where are the immediate gaps or risks prioritisation, quick wins vs. that need to be addressed? • Machine to machine more strategic initiatives • Consumer mobile apps and appstores • Common integration approachCopyright © 2012 Accenture. All Rights Reserved. 7
  8. 8. Blueprint Phase The Blueprint Phase aligns your mobile strategy to your business objectives, and defines the “to be” technology and organisation landscape Blueprint Define future vision for mobility and required capabilities to support. Windows Enterprise End Customer Apple Blackberry Android Leading Mobile App Store User Admin Portal Portal Mobile Windows J2ME / HTML SaaS Developer Third party Services Devices PalmOS Symbian Laptop/Win32 5.0 Portal Portal Portal Vertical & ERP Business to Machine to Machine Leading MobileHorizontal Services Management Framework Applications Applications Enablement B2E Customer Services B2C / B2P Services M2M Technical Architecture Provisioning Information Service Professional Mobile SDK Services Synchronization Orchestration • Design technical Applications • Device selection criteria Platform environment for devices, • Corporate security configurations Single Standard Platform Business Process servers and interfaces • User set-up, policies and distribution Sign On Interfaces Security Design / Redesign • Design application User Backup Wireless Connection Mobile Worker Remote Device Assessment infrastructure Mobile Management and Recovery Management Access Management • Design Secure network Deployment & Deployment and User Support Mobile Policies Software Password and Governance Services Encryption Inventory and protocol configuration • Assess production readiness Management Management management • Policies and standards Network • Documentation and trainingOther Global Public Integration Carrier Network Wi-Fi Services • Tier 1, 2, and 3 support WWAN Networks Networks Development and Maintenance Product Application Managed Device Customized Support Regulatory Support and Data Security Help Desk Compliance Support Support Hosting • Standards for design, build, Services test & deploy • HIPPA and International equivalents for data privacy • Configuration management • Regulatory compliance for mobile and applications • Proofs of concept, pilots Mobile Services and Organization Roles & RACI Component Framework • Blueprint technology and services components required • Define responsible organizations to provide dedicated to support the end-state vision leadership for mobility • Define component needs first as a global template, with • Understand governance (enablement) model for mobile variations for key geography regions where needed services enablement • Determine process for mobile efforts and supporting • Typical organization roles and processes will be current need leveraged from previous engagements as starting templates in order to outline RACI and SwimlanesCopyright © 2012 Accenture. All Rights Reserved. 8
  9. 9. Blueprint Output Key Technology Architecture Decisions Criteria Why? • Security is extremely important in order to protect sensitive personal and corporate data. • Mobile Security needs to be looked at from all perspectives: network, device, mobile application, and Security backend systems. The volume of mobile devices makes security challenging. • Mobile users must consider the security and PCI implications of their mobile applications. • Consumer expectations are increasing for mobile apps to have user-centric design to conform applications to user behavior, so efficient navigation of menus and screen context is important. User Interaction/ • Consistent experience across of multiple form factors and platforms makes UX challenging. Experience • Widespread support for HTML5 and Flash on smartphones is enabling next-generation touch experiences with effective designs with a limited real estate on the screen of the device. • Rigorous testing across multiple platforms and networks/devices is needed to verify integration between all layers of the application because of the large volume of mobile devices owned Testing • This includes performance and system testing in various situations to get the most robust, productive and efficient application delivered to the customers. • One of the key considerations for a mobile applications is to stay abreast of rapidly evolving technology New Technology during the lifecycle of the project. Adoption • The mobile application should have the ability to port over to new platforms, devices and new releases of the existing platforms. • Mobile applications have a lot in common with existing ecommerce sites and will reuse or mirror business Backend processes, content, and workflow patterns extensively and act as plug and play interfaces to the back end System systems. Integration • Mobile commerce solutions must either integrate directly to the underlying ecommerce platform or transform content from the existing ecommerce site to provide a seamless experience to the user. • The development can be done using an Agile or a Waterfall method and either one can be customized for the specific mobile project needs. Methodology • The correct methodology selection is important to have the right set of skills and resources available to meet the project objectives and goals that are set.Copyright © 2012 Accenture. All Rights Reserved. 9
  10. 10. Blueprint Output Mobile Service Delivery Framework Mobility Service Delivery Mobility Service Mobile Service Delivery Architecture Board Governance and Initiation Governance Overall mobility vision, strategy, innovation, organizational structure, etc Overall mobility vision, strategy, innovation, organizational structure, etc Governance Mobile Applications Roles & responsibilities for Tier 1 help desk support for end users, including self- Provide infrastructure and servers to support hosting of Mobile Application Development mobile application development life-cycle, either in- mobile services; includes security and network support mobility stakeholders across Execution of end to end Tier 2, 3+ for ongoing tech support of Mobile Services Application & Infrastructure Support Services Application & Infrastructure Support Services serve portal, 1-on-1 incident resolution, etc Ongoing support of Mobile Services Operations Execution of end to end mobile application developmentor as a managed service Operations (platform, application, and vendor) client house life-cycle Mobile End User Support Services Mobile Platform / Software Management Service Transition Mobility Strategy All mobile tools, vendors, solutions, configurations, services, integration layers, interfaces, etc Definition of desired services, Mobile Platform / Software baseline of capabilities, and Infrastructure deployment roadmap Support of all mobile tools, vendors, solutions, Application Management Mobile configurations, services, integration layers, interfaces, etc Software distribution, app store, etc. Development Standards Mobile Device Management Industrialized processes, Mobile Device Management standards, guidelines for Support provisioning, device security management, etc Provisioning, device security management, etc application development Mobile User Support Infrastructure Infrastructure and servers to support hosting of mobile services; includes security, Mobile Architecture & Execution of tiered user support including self-serve management, operations & monitoring network support, Infrastructure portal, 1-on-1 incident resolution, device fulfillment, etc Mobile services (Mobile Service Delivery Management Middleware, App Mgmt, Service Management the Mobile Services , coordination of mobile Overall management of Device Mgmt) Overall management of the Mobile Services , needs, pipeline of Client mobile business coordination demand management, etc. business needs, pipeline demand management, and quality management.Copyright © 2012 Accenture. All Rights Reserved. 10
  11. 11. Roadmap Phase The Roadmap Phase determines the pace of Blueprint implementation, and how value will be delivered through the programme Roadmap Objective: Develop implementation plan and global standards to guide growth of mobility. Timeline & Value Realization (Roadmap) • Consider technology selection timelines, and the logical implementation sequence for each component • Determine value realization plan based on outline costs and benefit cases • Phase investments so that incremental value is delivered, to offset major technology investments • Incrementally build mobility capabilities as they are required for specific applications and user groupsCopyright © 2012 Accenture. All Rights Reserved. 11
  12. 12. Summary A successful mobile strategy has a number of characteristics 1. It exists! Many organisations have no strategy for how they will embrace and exploit mobile technology 2. The end-state is clear – there is a clear vision of where the organisation expects to be in 2-3 years’ time 3. It is inclusive – the strategy should include employees, task based workers, customers and business partners; it should consider how applications are supported, as well as built 4. It is realistic – the roadmap outlines an achievable pace of change, with components built up in a logical order, delivering incremental value 5. Flexibility is built-in – the strategy will change as it is implemented; the architecture and governance function needs to continually evolve the strategy in line with the businessCopyright © 2012 Accenture. All Rights Reserved. 12
  13. 13. Want to know more? To find out more about Accenture Mobility Services and further information on our offers, thought leadership and client success stories please visit: www.accenture.com/mobilityCopyright © 2012 Accenture. All Rights Reserved. 13

×