Going Mobile With Enterprise Applications - A study on user behavior and perceptions. This paper presents findings from three research studies carried out to understand the user behavior and explore the value in using mobile devices for accessing enterprise products. The focus is essentially on the expectations of the end-­‐users, namely, information technology (IT) administrators. In this case, we were exploring how the users of enterprise products might want to leverage mobile technology to access their everyday tasks and information, and therefore identify potential opportunities and challenges for extending their user experience to such devices.

1. GOING
MOBILE
WITH
ENTERPRISE
APPLICATIONS
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Paper
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Jan,
2012
P a g e
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1
Going
Mobile
With
Enterprise
Applications
A study on user behavior and perceptions
By
Muzayun
Mukhtar
Muzayun_Mukhtar@symantec.com
Markus
Grotenhuis
Markus_Grotenhuis@symantec.com
Anjeli
Singh
Anjeli_Singh@symantec.com

2. GOING
MOBILE
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APPLICATIONS
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2012
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2
EXECUTIVE
SUMMARY
This
paper
presents
findings
from
three
research
studies
carried
out
to
understand
the
user
behavior
and
explore
the
value
in
using
mobile
devices
for
accessing
enterprise
products.
The
focus
is
essentially
on
the
expectations
of
the
end-­‐users,
namely,
information
technology
(IT)
administrators.
In
this
case,
we
were
exploring
how
the
users
of
enterprise
products
might
want
to
leverage
mobile
technology
to
access
their
everyday
tasks
and
information,
and
therefore
identify
potential
opportunities
and
challenges
for
extending
their
user
experience
to
such
devices.
The
research
methods
followed
for
these
studies
include
qualitative
tools
like
self
reporting
diaries
kept
by
IT
administrators,
focus
group
discussion,
and
a
survey
conducted
among
the
customers,
who
were
the
end
users
of
Symantec
products.
In
these
studies,
it
was
found
that
use
of
mobile
phones
is
ultimately
about
convenience,
simplicity,
and
ease
of
use.
Today’s
IT
administrators
favor
and
showed
a
desire
to
adapt
mobile
devices
as
their
productivity
tool.
However,
these
are
not
seen
just
as
supplementary
devices.
Mobile
devices
can
actually
result
in
handling
their
daily
tasks
more
effectively,
for
example
monitor
alerts
or
faults
in
the
data
center
can
be
always
on
their
finger
tips.
Because
users
are
already
getting
alert
notifications
through
emails,
a
mobile
application
has
to
do
more
than
just
feed
alerts.
It
is
revealed
that
users
would
want
to
have
access
to
tasks
and
immediate
remediation
in
case
of
faults.
For
critical
tasks,
an
alternate
choice
would
be
to
delegate
the
task
to
other
administrators
who
are
available
to
perform
the
task,
especially
when
necessary
remediation
is
too
complicated
to
do
from
a
mobile
device.
User
concerns
in
using
the
mobile
devices
also
came
up
during
these
studies
for
e.g.,
issues
related
to
security
such
as
VPN
access
and
execution
of
critical
and
bulk
operations.
In
regards
to
the
use
of
mobile
devices
by
the
IT
administrators,
enterprise
environments
might
also
need
to
overcome
challenges
withmanaging
security
and
protecting
data,
device
authentication,
policies
regarding
separation
of
personal
and
corporate
data.
KEYWORDS
Enterprise,
User
experience,
Mobile
application,
IT
administrative
tasks

3. GOING
MOBILE
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APPLICATIONS
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2012
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3
CONTENTS
EXECUTIVE
SUMMARY
..................................................
2
Keywords
..................................................................
2
1.
INTRODUCTION
....................................................
4
2.
ABOUT
THIS
PAPER
..............................................
4
3.
RESEARCH
METHODOLOGY
AND
STUDY
DETAILS
4
3.1
Study
I
–
Diary
Study
....................................
4
3.2
Study
II
–
Focus
Group
.................................
5
3.3
Study
III
-­‐
Survey
..........................................
5
4.
RESULTS
................................................................
5
4.1
Current
practices
and
company
policies
.....
5
4.2
User
expectations
in
using
mobile
devices
..
6
4.3
User
perception
of
the
impact
....................
7
4.4
Concerns
and
challenges
to
overcome
........
8
5.
DISCUSSION
AND
CONCLUSION
...........................
8
6.
ACKNOWLEDGMENTS
..........................................
9
7.
REFERENCES
.........................................................
9

4. GOING
MOBILE
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APPLICATIONS
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2012
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4
1. INTRODUCTION
*
Nearly
75%
of
the
American
workforce
and
35%
of
the
global
workforce
will
be
mobile
by
2013
.
Symantec’s
strategy
for
mobile
(one
of
the
pillars
of
FQ11-­‐12)
aims
to
drive
customer
satisfaction
by
extending
applications
to
mobile
devices.
As
part
of
preliminary
research
during
late
2010,
User
Experience
(UX)
team
which
is
a
part
of
Shared
Engineering
Services
(SES)
in
Symantec
studied
and
analyzed
the
current
industrial
scene
and
trends,
completed
initial
investigation
on
users
and
also
developed
some
proof
of
concepts
(POCs)
for
various
Symantec
products.
Our
research
showed
that
the
next
generation
IT
administrators
have
a
different
relationship
with
technology
as
compared
to
their
predecessors;
they
are
living
with
social
networking,
using
iPhones
and
iPads
for
their
personal
use.
They
are
bringing
these
new
devices
into
corporate
settings,
demanding
newer
and
more
exciting
way
of
doing
their
productive
tasks.
Many
industry
and
academic
research
studies
were
referred
to
gather
inputs
on
the
same.
We
also
felt
a
need
to
understand
the
requirements
from
the
point
of
view
of
enterprise
IT
experts.
Moving
forward,
we
wanted
to
learn
more
from
our
end-­‐users,
get
feedback
on
the
use-­‐cases
that
made
sense
for
porting
our
enterprise
applications
on
mobile
devices
and
identify
non-­‐conforming
data
points,
if
there
are
any.
Research
studies
were
conducted
to
gather
insights
on
the
type
of
tasks
that
IT
professionals
perform
on
a
mobile
phone
vs.
a
tablet
device
vs.
a
desktop
computer
workstation.
We
also
aimed
at
developing
a
better
understanding
of
the
current
practices
with
regard
to
use
of
mobile
devices,
uncover
users’
needs
and
expectations.
Enterprise
environment
policies,
strategies,
and
concerns
in
regards
to
mobile
devices
were
also
investigated.
2. ABOUT
THIS
PAPER
In
this
paper,
we
present
the
main
findings
from
three
rounds
of
user
research
studies
conducted
across
IT
professionals
in
different
roles
during
FQ11-­‐12.
This
paper
is
put
together
so
that
we
could
reach
to
the
wider
audience
within
the
industry,
make
this
research
available
to
the
internal
developers
and
designers
who
would
be
designing
future
mobile
enterprise
applications
for
our
end-­‐users.
*
Source:
IDC
Market
Intelligence
2011
First,
we
summarize
the
research
methodology
and
participant
profiles.
Then,
we
give
an
understanding
of
user
response
with
respect
to
mobile
devices.
Finally,
in
conclusion,
we
summarize
our
findings
and
their
usefulness,
and
also
talk
about
plans
to
pursue
further
research
in
the
domain.
3. RESEARCH
METHODOLOGY
AND
STUDY
DETAILS
In
this
section,
we
describe
the
various
study
techniques
which
were
employed
to
gather
insights
from
the
end-­‐users
relating
to
current
practices,
their
expectations
and
perceptions
of
the
mobile
devices.
In
each
of
these
studies,
we
had
different
set
of
participants.
We
mostly
relied
on
what
the
participants
have
shared
with
the
researchers
and
further
analysis
of
the
same.
The
contextual
environment
understanding
is
not
part
of
these
studies.
One
of
the
studies
was
a
focus
group[5]
discussion,
which
was
carried
out
in
a
face
to
face
interaction
with
the
end-­‐users,
in
a
usability
lab.
[Study
II
–
Focus
Group]
These
studies
were
conducted
to
gain
insights
for
designing
a
new
experience
for
our
end-­‐users.
As
the
field
data
collected
was
qualitative
and
descriptive
in
nature,
and
the
data
collection
methods
were
very
effort
intensive,
the
number
of
users
participating
in
these
studies
is
not
sufficiently
large
to
make
generalizations
on
the
preferences
of
IT
administrators.
However,
the
goal
of
this
paper
is
not
to
provide
a
generalized
account
of
the
working
methods
of
IT
administrators,
rather
to
draw
inspiration
for
designing
the
mobile
enterprise
applications
from
what
our
users
have
cited.
Following
sections
give
detailed
information
on
the
methodologies
followed
and
participant
profiles:
3.1 Study
I
–
Diary
Study
The
study
I
was
carried
out
to
understand
the
everyday
tasks
of
IT
administrators,
duration
of
tasks,
their
frequencies,
products
used,
environments
and
any
dependencies
on
peers.
In
this
study,
activity
logging
technique
was
followed
in
which
IT
administrators
recorded
their
daily
activities
for
a
duration
of
5
weekdays.
By
activities,
we
mean
tasks
which
they
do
regularly
like
configuring
a
storage
for
a
end-­‐user,
deploying
certain
number
of
virtual
machines
(VMs)
for
a
business
unit
or
configuring
an
application
etc.
These
IT
administrators
represented
various
business
groups
within
Symantec:
Storage
Availability
Management
Group
(SAMG),
Symantec
Backup
Executive
(BE)
and
Compliance
Suite
(CCS).
In

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APPLICATIONS
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total,
10
participants
contributed
in
this
research
study.
These
belonged
to
different
job
profiles;
IT
Administrators
(8),
Senior
IT
Architect
(1),
IT
Management
(1).
Participants
were
also
asked
to
provide
their
comments
and
ideas
on
the
possibility
of
carrying
out
their
everyday
tasks
on
mobile
devices.
In
total,
118
tasks
were
reported,
out
of
which
98
tasks
were
seen
as
feasible
using
mobile
devices.
Users
even
had
certain
expectations
as
how
they
should
take
place
in
a
mobile
application.
The
remaining
were
found
either
challenging
or
were
more
to
do
with
employee
development/
internal
errands.
3.2 Study
II
–
Focus
Group
In
the
second
study,
we
initially
interviewed
participants
to
gather
open-­‐ended
responses
regarding
current
practices
with
regard
to
use
of
mobile
devices,
their
needs
and
expectations.
This
was
followed
by
an
interactive
session,
Focus
Group
(FG),
in
which
participants
were
asked
to
share
their
thoughts,
perceptions,
and
ideas
about
using
Symantec
enterprise
products
on
a
mobile
device.
The
session
lasted
for
90
minutes.
Participants
were
mostly
Symantec
customers
attending
the
annual
Symantec
Vision
conference
2011
in
Las
Vegas.
Participants
were
15
in
number,
belonging
to
different
profiles
like
IT
Operations
(7),
IT
Management
(5),
Security/Compliance
(3).
These
participant
were
recruited
in
advance
through
email
and
on
spot,
their
time
was
reserved.
During
the
session,
we
asked
questions
about
general
role
of
mobile
devices
in
their
work,
the
kind
of
information
and
tasks
they
would
want
to
see,
and
any
challenges
they
foresee.
Participants
primarily
showed
excitement
that
Symantec
is
moving
towards
mobile
space,
but
at
the
same
time
they
recognized
that
any
enterprise
information
exposed
on
a
mobile
device
has
to
be
incredibly
secure.
They
believed
Symantec
would
be
able
to
handle
this
proficiently.
3.3 Study
III
-­‐
Survey
For
the
Study
III,
we
relied
on
an
online
survey
to
collect
quantitative
data
to
further
support
our
qualitative
studies.
This
survey
was
deployed
among
the
attendees
at
2011
Vision,
Symantec's
annual
user
and
technical
conference.
These
included
customers
and
Symantec
internal
employees.
The
online
survey
included
questions
focused
on
current
practices,
type
of
Symantec
products
they
are
currently
using
and
their
mobile
expectations.
104
participants
completed
the
survey;
they
were
from
enterprise
&
large
businesses
(86%)
and
represented
various
industries.
The
majority
of
them
were
from
Finance/Insurance
(18.45
%),
and
Computer
and
Electronics
(15.53%).
Most
of
the
participants
were
using
more
than
three
Symantec
products.
4. RESULTS
This
section
presents
the
significant
findings
from
the
above
mentioned
studies.
The
various
insights
collected
and
the
observation
recorded
were
analyzed
in
order
to
reveal
patterns
and
common
elements
across
them.
Comments
from
the
participants
were
also
recorded
to
recognize
the
user’s
aspirations.
The
results
are
divided
into
four
main
sections:
(1)
Present
User
Behaviors
and
Company
Policies,
(2)
User
Expectations
in
using
Mobile
Devices,
(3)
User
Perception
of
the
Impact,
and
(4)
Concerns
and
Challenges
to
Overcome.
4.1 Current
practices
and
company
policies
Current
Mobile
Device
Practices
The
majority
of
work
related
activities
that
users
currently
perform
on
mobile
phones
are
related
to
monitoring
jobs
through
email
alerts,
besides
making
office
related
calls
and
IM,
office
email
access
and
calendar/schedule.
(Re)viewing
and
consuming
work
related
documents
are
also
generally
done.
However,
it
is
found
very
difficult
to
edit
or
create
documents.
Context
matters
a
lot
to
users,
in
the
way
that
they
do
care
to
think
where
they
are
using
their
devices
to
do
professional
tasks
–
however,
mobile
usage
is
not
found
exclusive
to
any
location.
Users
felt
that
they
could
use
the
device
anywhere,
even
when
they
are
at
their
desk.
In
the
course
of
these
studies,
Blackberry
seemed
to
be
the
device
most
used
for
official
use,
among
the
customers.
A
mixed
type
of
user
behavior
was
noticed
in
terms
of
the
number
of
devices
owned
and
maintained
by
the
users
–
some
users
keep
one
device
for
everything
while
others
prefer
two
separate
devices
for
personal
and
corporate
use.
This
might
be
driven
by
the
company
policies
and
to
some
extent,
personal
preferences.
At
present,
tablets
mostly
are
used
as
consumption
devices,
not
as
production
devices
like
the
mobile
phones.

6. GOING
MOBILE
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ENTERPRISE
APPLICATIONS
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Paper
|
Jan,
2012
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6
Enterprise
Mobile
Device
Policies
There
are
certain
policies
in
the
organizations
which
define
what
type
of
devices
IT
professionals
can
use
within
the
enterprise.
Blackberry
is
still
the
one
mobile
device
that
many
organizations
support
exclusively.
iPhone
and
Android
device
support
is
increasing,
and
this
is
mainly
driven
by
executives,
creative
staff
and
sales
group.
While
as,
support
of
tablet
devices
is
increasing
slower
than
mobile
phone
support,
but
it
is
picking
up.
Again,
this
is
mainly
driven
by
the
executives
who
stretch
the
possibilities[1].
Some
customers
said
that
they
don’t
trust
mobile
devices
to
be
very
secure,
and
hence
there
are
strict
policies
to
limit
data
exposure
on
mobile
devices.
The
wide
range
of
mobile
device
policies
were
identified
in
these
studies
which
would
broadly
fit
in
one
of
below
mentioned
policy
types,
or
sometimes
even
a
mix:
! Only
company-­‐owned
mobile
devices
(Blackberry
so
far)
are
allowed
and
supported.
! Multiple
devices
(Blackberry,
iOS,
Android,
WebOS,
Windows
Phone)
are
supported,
but
it
has
to
be
a
company-­‐owned
and
managed
device.
! Money
is
provided
for
personal
device
used
for
official
work.
! Professionals
can
bring
and
use
your
own
devices.
! IT
can
wipe
company
owned
devices,
even
if
there
is
personal
data
on
it.
4.2 User
expectations
in
using
mobile
devices
Participants
showed
excitement
in
using
mobile
devices
to
perform
many
of
their
monitoring
and
infrastructure
management
related
tasks.
Data
from
the
studies
suggests
that
users
find
mobile
devices
good
for
simple
and
uncomplicated
tasks
consuming
less
time
and
with
low
impact
and
low
risk
(e.g.,
restart
a
job).
Users
find
mobile
devices
inadequate
for
complex
tasks
that
require
concentrated/
dedicated
focus,
tasks
with
critical
impacts
(e.g.,
a
production
change),
or
tasks
which
are
carried
out
on
bulk
items.
Mobile
devices
are
seen
as
most
beneficial
for
vital
monitoring
jobs.
Participants
reported
that
they
would
want
to
see
alerts,
system/component
faults,
authentication
checks,
in-­‐progress
activity
termination
information
on
their
handheld
devices.
However,
they
expect
a
visual
differentiation
between
critical
problems
and
minor
issues.
The
mobile
phone
is
also
expected
to
help
remediation
especially
in
emergency
situations.
Reporting
and
displaying
all
data
to
act
is
found
good
enough
in
these
situations,
which
can
allow
them
to
take
further
action.
Among
the
hardware
related
tasks,
keeping
an
inventory,
management
and
allocation
of
assets
were
seen
as
possible
while
mobile.
Very
often,
these
tasks
are
not
seen
as
high
focus
tasks.
Hardware
management
activities
which
required
physical
involvement
for
e.g.,
access
to
labs,
users
were
skeptical
as
how
mobile
devices
can
be
helpful.
Software
related
tasks
like
configuration
of
apps,
virtualization,
operating
system
installation
were
reported
as
tasks
which
take
5-­‐10
minutes,
but
could
be
easily
executed
on
mobile
devices.
Storage
related
tasks
like
provisioning
and
zoning
were
seen
as
quick
and
simple
on
mobile
devices
as
these
are
short
duration
tasks.
Backup
related
tasks
which
were
found
ideal
on
mobile
devices
included
status
check
of
the
critical
backups
running,
reporting
vulnerabilities
and
quick
remediation,
and
some
amount
of
restoration
of
data
remotely.
Virus
protection
was
also
reported,
though
to
a
smaller
extend,
this
could
be
because
not
many
of
our
participants
were
in
that
role.
For
maintenance
of
the
terminal
server
which
happens
only
e.g.,
quarterly,
it
was
expected
that
it
could
be
triggered
remotely
using
a
mobile
device.
This
could
also
have
a
reminder
on
the
handheld
device.
Knowledge/
Information
gathering
was
another
place
where
users
wanted
mobile
devices
to
help
them.
Access
to
tech-­‐notes
and
wikis
could
also
allow
them
to
interact
with
fellow
team
members
and
sometimes
cross
check
on
the
solutions
provided
by
them.

7. GOING
MOBILE
WITH
ENTERPRISE
APPLICATIONS
|
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Paper
|
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2012
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|
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Close
to
what
we
expected,
most
of
the
participants
preferred
optimized
interactions
and
most
critical
items
on
their
mobile
devices,
as
the
following
comments
reveal:
“I
can
quickly
know
the
storage
capacity
or
allocation
of
the
data
center
regardless
of
location
where
I
am
“Combine
activity
with
communication
-­‐
I
would
want
to
connect
to
any
server
remotely,
perform
the
critical
task
I
have
to
do
and
also
send
update
to
the
end
user
or
other
admin
via
mobile
device.
With
regard
to
accessing
Symantec
enterprise
software
on
mobile
devices,
most
of
the
users
suggested
that
we
should
focus
on
the
product’s
core
functionality.
Most
of
our
customers
expected
a
mobile
app
to
be
free.
In
fact,
some
even
were
of
an
opinion
that
we
should
first
focus
on
smartphones
and
then
on
tablets.
Overall,
studies
revealed
that
the
mobile
usage
should
be
limited
to
pertinent
information
and
tasks
(i.e.,
role
based
information
&
contextual
information),
continuous
updates
on
general
sense
of
status
and
health
of
the
enterprise,
for
instance,
is
everything
up
to
date.
Execution
of
a
pre-­‐configured
job
could
be
triggered
using
the
mobile
device.
Policy
management
and
updates
could
be
available
to
the
users,
like
what
is
the
current
policy,
when
was
it
applied
etc.
Sending
and
viewing
reports
could
have
more
engaging
user
experience
on
the
mobile
devices.
In
fact,
users
also
felt
that
a
24x7
access
for
people
performing
critical
tasks
(e.g.,
backup
administrators,
HA
administrators)
should
be
enabled
on
mobile
devices,
considering
the
nature
of
their
jobs.
4.3 User
perception
of
the
impact
Most
participants
believe
that
mobility
would
surely
change
the
way
they
work
currently,
as
it
will
give
them
more
control
over
their
work.
Based
on
participants’
perception,
we
believe
that
most
of
them
saw
a
reduction
in
time
to
execute
an
activity
or
resolve
an
issue.
For
example,
they
can
perform
a
‘Ping
test’
on
a
server
to
get
the
status
or
trigger
reboot
of
a
machine
remotely
using
a
mobile
device.
Escalations
on
failure
of
important
hardware
could
also
be
handled
earlier
than
otherwise.
They
could
also
perceive
that
wait
time
between
activities
could
be
avoided
while
completing
their
task
at
hand.
Independent
of
the
location
she
is
at,
user
can
get
an
approval
on
storage
allocation,
or
manage
storage
devices
and
send
immediate
alert
messages
to
the
other
administrators
to
sync
up
instead
of
waiting
to
connect
to
e-­‐mail.
Users
also
indicated
they
would
like
to
have
an
ability
to
instantly
update
the
end-­‐user
or
other
IT
administrators
when
the
task
at
hand
is
done.
An
example
of
wait
time
seen
as
a
bottleneck
in
the
pipeline
of
action
is
shown
in
fig
2.
Participants
pointed
out
that
they
would
like
to
have
End
user
raises
request
for
storage
(trigger)
Junior
admin
manages/checks
requirement
Junior
admin
sends
for
approval
Senior
admin
receives
approval
request
Senior
admin
assess/approves
the
request
Junior
admin
receives
approval
Junior
admin
completes
task
Junior
admin
communicates
to
user
User
gets
an
update
of
job
done
Figure
1:
Survey
data
showing
the
type
of
activities
users
wanted
to
view
and
access
from
the
mobile
devices.
Figure
2:
Diagram
showing
the
wait
time
between
various
steps
while
performing
a
task.

8. GOING
MOBILE
WITH
ENTERPRISE
APPLICATIONS
|
White
Paper
|
Jan,
2012
P a g e
|
8
an
option
to
delegate
the
task
to
other
admins
who
are
available
to
perform
the
task,
especially
when
necessary
remediation
is
too
complicated
to
do
from
a
mobile
device.
That
way,
resolution
of
critical
and
high
priority
tasks
would
happen
in
time,
since
the
user
would
be
able
to
have
a
look
at
it
even
before
she
has
no
access
to
the
machine.
What
makes
a
mobile
enterprise
app
different
from
a
mobile
consumer
app?
According
to
the
participants,
an
enterprise
application
requires
more
security
management
and
superior
policies
with
regard
to
data
protection.
It
is
also
evident
that
corporate
standards
are
changing
very
quickly
with
the
change
in
the
usage
patterns
of
mobile
technology,
data
security
still
remains
a
concern
which
is
relatively
less
crucial
in
the
consumer
apps.
We
also
uncovered
that
from
the
end-­‐user
point
of
view,
there
should
be
no
difference
when
it
comes
to
the
user
experience
of
using
the
enterprise
app
on
mobile
devices.
The
following
comments
about
the
user
experience
on
mobile
devices
were
stated
by
the
participants:
“Basically,
anything
I
can
almost
do
on
a
PC
or
Citrix,
I
would
like
to
do
on
the
device
as
well.
“A
Symantec
Backup
Exec
mobile
app
should
be
like
the
baby
monitor
I
have
at
home.
4.4 Concerns
and
challenges
to
overcome
User
Concerns
of
Mobile
Usage
Users
seemed
to
be
uncomfortable
when
it
comes
to
making
a
change
in
the
production
environment
through
a
mobile
device.
Creating
a
new
job
or
performing
a
complex
task
was
seen
as
challenging
on
mobile
devices,
as
can
be
seen
in
the
following
excerpt:
“You
cannot
expect
someone
to
do
heavy
lifting
tasks
on
a
small
mobile
phone.
Reasons
for
such
concerns
range
from
security
of
such
devices
for
e.g.,
what
happens
when
the
device
is
stolen
or
lost,
to
human
error,
as
it
is
seen
that
people
don’t
pay
as
much
attention
when
digesting
information
on
a
mobile
device.
According
to
the
users,
complex
tasks
requires
focus;
mobile
devices
don’t
always
allow
that.[2]
Configuring
a
complex
security
product
which
takes
more
time
or
making
a
policy
change
that
could
have
far
reaching
impacts
needs
to
be
well
evaluated
before
applying.
It’s
impact
could
be
shown
upfront
while
the
user
executes
such
task
via
a
mobile
device.
Enterprise
Challenges
Getting
access
to
the
corporate
network
always
could
be
a
challenge,
especially
if
VPN
gateway
does
not
work,
which
means
access
to
nothing
except
email.
Participants
who
were
managing
security
also
showed
concern
on
how
to
protect
confidential
information
on
a
mobile
device.
Encryption,
Device
wipe
technologies
are
some
of
the
contemporary
techniques.
At
present,
managing
and
securing
iOS
and
Android
devices
is
seen
as
a
challenge
by
corporate.
Blackberry
devices
are
considered
a
lot
easier
to
manage.
The
current
way
of
authenticating
on
mobile
devices
is
also
painful
to
most
enterprises
[3].
Problems
around
separating
corporate
and
personal
identity
and
data
on
a
shared
personal/business
device
were
significantly
reported
by
the
members
from
InfoSec
department.
If
the
employee
uses
a
company
owned
device,
all
data
on
the
device,
whether
it
is
personal
data
or
not
is
owned
by
the
company.
However,
if
the
company
allows
their
employees
to
bring
and
use
their
personal
devices,
this
gets
complicated.
Most
companies
solve
this
by
asking
their
employees
to
waive
their
rights
to
all
personal
data
on
that
device.
Policy
makers
recognized
that
there
is
a
need
to
find
an
ideal
solution
to
this
issue,
as
it
is
impossible
at
present
to
separate
and
distinguish
between
personal
and
corporate
data.
Customers
expect
Symantec
to
solve
this
problem..
5. DISCUSSION
AND
CONCLUSION
To
start
with,
we
intended
to
find
out
how
end-­‐users
of
enterprise
products
would
react
to
the
use
of
a
mobile
device
to
access
their
tasks.
We
also
tested
our
assumption
that
activities
like
monitoring,
reporting,
viewing
and
responding
to
alerts
are
the
primary
tasks
that
IT
administrators
want
on
a
mobile
device.
However,
it
was
further
revealed
from
the
studies
that
mobile
device
should
act
like
a
complementing
device
that
will
help
the
user
to
stay
in
touch
with
the
product
and
perform
vital
actions,
when
user
is
away
from
the
primary
work
location,
and
not
the
primary
device
itself.
To
conclude,
our
research
revealed
interesting
knowledge
in
the
domain
of
mobile
devices
and
IT
administration.
The
knowledge
gained
could
play
an
important
role
while
designing
enterprise

9. GOING
MOBILE
WITH
ENTERPRISE
APPLICATIONS
|
White
Paper
|
Jan,
2012
P a g e
|
9
applications
on
mobile
devices.
All
presented
ideas
are
results
of
three
research
studies.
The
information
obtained
could
be
referred
during
ideation
and
conceptualization
stages
of
application
development.
Our
future
work
will
include
evaluation
of
some
use
cases,
and
building
and
testing
prototypes,
identify
related
functionalities
to
deliver
more
relevant,
usable
mobile
experiences
to
our
customers.
It
will
be
important
to
know
how
these
design
will
be
accepted
by
users
doing
such
activities
day
in
and
out
as
well
as
identify
new
unidentified
concepts
which
will
further
enhance
their
productivity
in
enterprise
environments.
6. ACKNOWLEDGMENTS
We
would
like
to
express
our
warm
thanks
to
all
the
participants
among
our
customers,
internal
IT
admins,
and
all
the
co-­‐researchers
who
were
involved
in
the
different
phases
of
the
research
studies.
7. REFERENCES
Papers-­‐
1.Forbes;
Google
-­‐
The
Untethered
Executive,
2010
2.HIIT;
Antti
-­‐
The
Fragmentation
of
Attention,
2005
3.Forrester;
Symantec
-­‐
Enhancing
Authentication
to
Secure
the
Enterprise,
2011
Books
–
4.
David
Sward,
Measuring
the
Business
Value
of
Information
Technology,
2006
5.Lindlof,
T.
R.,
&
Taylor,
B.
C,
Qualitative
Communication
Research
Methods,
2nd
Edition,
2002