Controlling the Front Lines Building Infrastructure to Support Mobile Deployments on the Front Lines of Business Deborah Cox Director – Analyst Relations

Controlling the Front LinesControlling the Front LinesBuilding Infrastructure to Support Mobile Building Infrastructure to Support Mobile

Deployments on the Front Lines of Business Deployments on the Front Lines of Business

Deborah Cox

Director – Analyst Relations & PR

XcelleNet, Inc.

[email protected]

May 22, 2003

The Front Lines are CriticalThe Front Lines are Critical The front lines of business - where the action is Most of the breakthroughs that could have been

achieved at HQ, have been achieved – HQ: Stable, internally focused, controlled environment– FL: Customer focus; step function improvement, dynamic,

information needed in Real Time For most organizations, even more than in the past,

the promising opportunities for breakthrough are at the front lines:– Where customers are– Where revenue is generated– Where the costs are concentrated– Where competitive advantage is won or lost

76% of mobile devices will be used in business settings. As users connect their devices to corporate systems, IT will become involved - like it or not.” - Forrester Research

By year-end 2003, 80% of enterprises… will be forced to deploy mobile applications as a competitive necessity. -Bill Clark, Gartner

The growth and expansion of mobile workers in the United States and worldwide continues to be an important factor because these mobile workers represent valuable assets to organizations and require access to mission-critical data. In the United States alone, IDC expects 104.6 million workers by 2006. Stephen Drake, IDC

By 2007, more than 1.5 billion devices will have wireless capability. - Gartner

Mobility is Becoming Pervasive on Mobility is Becoming Pervasive on the Front Linesthe Front Lines

The Necessary Components are The Necessary Components are Maturing Maturing

Enterprise applications are being written/adapted to accommodate mobility platforms

Handhelds devices are reaching critical mass in terms of power, functionality and affordable price

Wireless data networks coverage are increasingly available throughout much of North America, Europe and Japan

Mobility becomes a “hot topic” for ITMobility becomes a “hot topic” for IT

Mobility Brings New Management Mobility Brings New Management Challenges for IT Challenges for IT

Diversity of devices, operating systems New middleware requirements Communication methods often complex,

unavailable/unreliable; bandwidth often expensive

Deployment of devices and applications Application updates Keeping track of easy-to-lose devices Providing helpdesk support to users rarely (or

never) in the office Security concerns

Creating a “Mobile Computing Creating a “Mobile Computing Policy” Can Help…Policy” Can Help…

Management must understand the risk of allowing corporate data on these devices

Employees must be informed of the policy and the consequences of unauthorized use

Company should own the device Which devices and OS versions will be supported Acceptable usage scenarios established TCO clearly understood No ‘rogue’ synchronization of corporate data to 3rd party

systems Management responsibility resides in IT Training mandatory

Mobile Device Management Tools Mobile Device Management Tools Can Help as WellCan Help as Well

““Enterprises must assess requirements for supporting Enterprises must assess requirements for supporting software such as mobile device management, security, software such as mobile device management, security,

and synchronization to assure that appropriate updates of and synchronization to assure that appropriate updates of mobile applications can occur”mobile applications can occur”

Bill Clark, Gartner, October 2002 Bill Clark, Gartner, October 2002

““Our TCO model looks at the average implementation and Our TCO model looks at the average implementation and support costs in an enterprise. However, there are best support costs in an enterprise. However, there are best

practice actions that can be taken to reduce the overall costs practice actions that can be taken to reduce the overall costs of supporting these systems. of supporting these systems.

One of the biggest is the use of mobile management tools.” One of the biggest is the use of mobile management tools.”

Phillip Redman, Gartner, October 2002Phillip Redman, Gartner, October 2002

How Do “Mobile Device Management” How Do “Mobile Device Management” Tools Help?Tools Help?

Track hardware assets and their state

Track deployed software licenses and versions

Monitor and enforce data security policies

Maintain configurations & backup

Upgrade & fix applications

Exchange files and sync databases

Provision hardware

Deliver & install applications

Distribute business data and content

Platforms

Applications

Data

MonitorUpdateDeploy

Why Not Use Conventional Why Not Use Conventional “Desktop Management” Tools?“Desktop Management” Tools?

““Through 2005, 50% of enterprises will continue, Through 2005, 50% of enterprises will continue, unsuccessfully, to attempt to apply in-office procedures unsuccessfully, to attempt to apply in-office procedures

and tools to mobile support (0.7 probability).”and tools to mobile support (0.7 probability).”

John Girard, Ronni Colville, Gartner 2002John Girard, Ronni Colville, Gartner 2002

Some More Details…Some More Details…

Software DeploymentSoftware Deployment

O/S updates (sometimes) Service packs Driver upgrades A/V signature files Registry settings Distributing applets Helper apps (Flash, Acrobat, etc…)

Configuration ManagementConfiguration Management

• Automatically configures critical device settings and verifies successful implementation of settings on mobile devices

• Provides ease of administration and fast recovery of inadvertently modified settings

• Should be policy-based

Asset ManagementAsset Management

• Detect changes• Ensure current & compatible applications• Provide rule-based software distribution• Troubleshoot problems quickly• Plan for mobile system upgrades

Mind the Bandwidth GapMind the Bandwidth Gap

Mobile, WAN & LAN Communications Practically Useable Bandwidth (LOG SCALE)

1

10

100

1000

10000

100000

1000000

1997 2002 2005

Year

Bp

s

CELLULAR DIAL-UP WAN WLAN LAN

Ban

dwid

th g

ap

Grow

ing Bandw

idth gap

Mobile DeviceMobile Device

• Rogue device accesses network• Viruses enter network from device

Handheld Security

Wireless or Wire line

Mobile DeviceCorporate Network

• Lost or stolen device• Unauthorized beam• Unauthorized sync• Damaged device• Viruses

• Data intercepted in transmit• Authentication credentials intercepted

• Rogue device accesses network• Viruses enter network from device

Customer ExamplesCustomer Examples

The Ohio State University The Ohio State University Medical CenterMedical Center

Major U.S. Teaching Hospital

Business Challenge Give medical residents

more time for patient care

IT Challenge Mobilizing applications on

Palm handhelds How do we update

software without touching devices or reducing doctors’ productivity?

How do we insure different users get different updates?

How do we keep track of devices?

Mobile SolutionMobile SolutionDeliver, install, and updated software

based on user profileTrack devices, software and

configuration information

The ResultsThe Results

Improved resident efficiency - giving them fast and easy access to:• Drug interaction info• Medical calculators• Patient medical records• Documents

Business Challenge Reduce time to get

catalogue to customers

Increase the conversion of catalogue requestors into paying customers

IT Challenge Accomplish the

business objectives using handheld devices (Pocket PCs)

Reality GroupReality GroupDivision of $12 Billion UK Retailing Giant Great Universal StoresDivision of $12 Billion UK Retailing Giant Great Universal Stores

Mobile SolutionMobile Solution

Built an application to deliver all customer details, credit details and catalogue requests on a Pocket PC

Secured the application and data on the device when being transmitted as well as if the device is lost

Provide automatic software updates of the applications controlled centrally

Move all data electronically and eliminate huge amount of paper and wasted sales

Provide a complete electronic audit trail and comply with all data protection legislation


Deliver all customer and credit details and catalogue requests to salespeople electronically

Early results:– Reduced delivery time from 14 to 2 days– Significant increase in customer conversions– Increased # of calls by 20% = 432,000 per year– Reduction of annual administration costs by 80%

Mobile Device ManagementMobile Device ManagementProvides Benefits Across the EnterpriseProvides Benefits Across the Enterprise

IT Business Managers

EndUsers

Reduce Complexity

Increase Control

Reduce CostsAccelerate

Processes

Gain Visibility Increase AgilityDrive behavior

in the field

Exceed Customer Expectations

Maximize Empowerment

Reduce Downtime

QUESTIONS ????

• Security during data transmission

• Security of stored data

• Lost or stolen devices

SecuritySecurity

Device and Data SecurityDevice and Data Security

Security of information being moved over a communications link between central systems and mobile device.

– Encryption of data SSL HTTPS x.509 digital certificates Native 128-bit encryption

– Authentication / Assignments of users LDAP and NT Domain directories

• Enforcing password protection

• Enforcing of configuration settings

• Device wipe/kill

Device and Data Security

Business Challenge Minimize sales reps’

involvement in ongoing maintenance of their laptops

Keep reps as productive and efficient as possible, even during Siebel CRM roll-out

IT Challenge No way of managing

systems in the field Users being bogged

down with the details of keeping their systems current

IT had no view of the state of users systems

NovartisNovartis $19 Billion Pharmaceutical Company$19 Billion Pharmaceutical Company

Mobile SolutionMobile Solution

Provide a single, central point-of-management for all mobile systems

Provide mobile users the same (or better) support being provided to users at HQ

Provide more time for sales people to spend with their customers

End the recall of devices to install new software

Reduce overall system training costs

ResultsResults

Eliminated non hardware-related system recalls

Major upgrades performed remotely saving $100K+ every time

Business Challenge Move all salespeople

(chemists) into the field Improve salespeople’s

ability to service their customers with better business information

Provide up-to-date technical data to the salespeople

IT Challenge Laptops deployed since

1986 No way of managing

information delivery or the setup and configuration of the device

Needed to deploy systems able to cope with constantly changing business needs

GE BetzGE Betz A GE company and a world leader in water treatmentA GE company and a world leader in water treatment

Mobile SolutionMobile Solution Provided an end-to-end way of managing

information delivery to and from mobile users Significantly decreased communications time and

user involvement required when connecting to headquarters (“Give Me Everything”)

Underpinned the sales force automation application

Provided an automatic way to update software applications on the laptops without any user involvement

All managed by half the time of a single person


Automatically give salespeople access to the following – Daily Sales Order Status – Customer account data – Technical data– Electronic laboratory reports

Early results– Reduced calls to the helpdesk by 80%– Sales people have the info necessary to be more

consultative