Information Technology Solution

CONSUMERIZATION OF IT & MOBILE

DEVICE MANAGEMENT

Brad HartigCIOCity of Scottsdale

June 27th 2013

Wikipedia: Consumerization is an increasingly accepted term used to describe the growing tendency for new information technology to emerge first in the consumer market and then spread into business and government organizations.

CONSUMERIZATION OF IT

Citrix – Work from any device, anywhere….

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

January 2012: Avanade Global Research - 600+ business and IT leaders in 17 countries

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

Corporate Management

ControlPredictabilityProcess CentricEffi ciencyIncremental Change

Consumer ManagementConnectedAd Hoc on DemandInformation

IntensiveInnovationRapid Change

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

CONSUMERIZATION OF IT

CONSUMERIZATION FRAMEWORK

Security

Infrastructure

CityWireless

Infrastructure

PublicAccess WiFi

ITService

Management

Mobile Device

Management

UC Desktop

& Network Access

Mobile Website

Mobile Applications

User Experience

Policies &

Standards

Procuremen

t & Replaceme

nt

Internal Processes?

?

? ?

?

?

MDM INITIATIVE

Security

Infrastructure

ITService

Management

Mobile Device

Management

UC Desktop

& Network Access

Mobile Applications

User Experience

Policies &

Standards

Internal Processes

Mobile Usage and BYOD are not Fads and IT can’t ignore it.Security – Managing Sensitive Data (Public Safety,

HIPPA, PCI) / ImpersonationManaging Consumer Devices that weren’t designed

for Enterprise ManagementFinancial Impacts / AR / Legal Ramifications / Public

Records IT wants staff to have the ability to securely access

City data from their own devicesStaff do not want IT managing their personal phones

but want to access data.

BYOD CHALLENGES

http://www.edudemic.com/2012/10/5-things-to-know-about-the-byod-trend/

In the end, people don’t think about their Mobile devices like they do their Home or Work Computers.

Roughly… (110) Blackberries (25) iPad’s

SCOTTSDALEPREVIOUS LANDSCAPE

There are 496 Users using 627 devices with Exchange ActiveSync

There are 2576 mail enabled staff accounts

As a result19% of Mailboxes are being accessed by Active SyncIf we factor in the 110 Blackberries…23.5% of City E-Mail boxes are being accessed from a mobile device

SCOTTSDALE ACTIVESYNC DEVICES

Daily Average of 525 ActiveSync Devices

From January 1, 2013 to February 13, 2013 624 unique devices have connected.

In September 2012 the same report showed only 505 unique Devices.

Largest Overall Consumer: Public Safety

SCOTTSDALE USER PROFILE

Admin

istra

tive

Serv

ices

City A

udito

r

City C

ourt

Comm

unity

Ser

vice

s

Fina

nce

& Acc

ount

ing

Divisi

on

Human

Res

ourc

es

May

or A

nd C

ity C

ounc

il

Publ

ic S

afet

y

Stra

tegi

c Res

ourc

es G

roup

Wat

er Q

ualit

y0

50

100

150

200

250

300

350

400

450

1 6 1 4 7 2

57

3 7 3 638

1820

427

14 4 2 3 1

Total

Total

SCOTTSDALE USER PROFILE

2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

Total 246 28 19 73 42 61 45 18 33 14 47

25

75

125

175

225

275

Devices by When User's AD Account Was Created

Count

SCOTTSDALE DEVICE PROFILE

iOS is the favored Device at 70% Utilization

29%

0%

70%

0%1%

AndroidBlackberryiOSPalmWINDOWS

SCOTTSDALE DEVICE PROFILE

Android DROID RAZR

iPad iPad2C1 iPhone iPhone3C3 iPhone4C1 iPhone5C1 iPhone5C2 SCH-I5350

20

40

60

80

100

120

2024

28

21 21

89

108

28

53

19

Total

Total

Will Blackberry 10 save RIM? According to a report from Strategy Analytics, “in the last quarter of

2012… 92% of al l smartphones were running either Android or iOS.” “…in 2009, the BlackBerry dominated 50 percent of the smartphone

market along with 20 percent of the global mobile market. That number would spiral down to a shocking 6.4 percent in early 2012. RIM has suff ered signifi cant fi nancial decl ine dropping from a share price of $149.90 in 2008 to $14.91 today”

Headl ines from 2013Forbes: Analyst: Why BlackBerry 10 Won't Save RIMCNN: Inside BlackBerry's last stand CNN: BlackBerry's Z10 and BB10 feel a generation lateWSJ Marketwatch: RIM is betting the house on the BlackBerry 10Business Insider: There Are 70,000 Apps On The New BlackBerry, But Not The Apps You WantGartner: BlackBerry's BB10 Creates Mobile Adoption Decisions for the Enterprise – “ In fact, Gartner predicts that through 2016, BlackBerry wil l achieve less than 5 percent worldwide smartphone market share.” – Feb 19 2013

IT was not wil l ing to take this gamble when we started on this project last year.

RISKY BUSINESS

IT implemented basic password protections for anyone connecting to Exchange ActiveSync to add some security to City data on personal mobile devices.

Many staff did not agree with this change and some staff removed their profi le and stopped connecting to Exchange (although most returned): Privacy – Was IT collecting data on my personal phone? Removal of Choice – The ActiveSync policy made it

impossible to use gesture, picture, or facial recognition passwords.

Control of Property – IT should not be able to control, wipe, or enforce behaviors on their personal device.

CHALLENGES - ACTIVESYNC REACTION

Ideal: One Solution to manage Corporate and Personally Owned Devices that values personal property but secures City Data

Pick a new hardware platform to replace Blackberry

FIND A SOLUTION

City Standard Hardware Platform for Mobile Devices:

CITY SELECTIONS

Security: “The security experts at Sophos also note the growing tide of malicious apps for Android, saying that so far in 2012 they have seen a 41x increase in malicious apps over 2011.”“Android Accounted For 79% Of All Mobile Malware In 2012, 96% In Q4 Alone, Says F-Secure”

WHY APPLE?

Our customer base are mostly using iOS which should provide a better support system not only with IT, but also with Tech Partners and other staff.

There are a limited number of Apple phones/tablets and iOS versions which makes support more efficient. Supporting Android with the numerous hardware manufacturers and OS versions would make support less efficient.

City Executive and Council Staff are already using iPads

IT reviewed and/or piloted multiple products for MDM

CITY SELECTIONS

WHY GOOD?

Most of the MDM solutions leverage ActiveSync and simply enhance that feature set.

Good off ers a containerized approach which IT feels will provide the best all in one solution for addressing security and privacy concerns on both corporate and personally owned devices.

Good also off ers and internal browser which grants access to the intranet or internal applications without the need to use a VPN.

Built in App Store to show what applications IT has given concurrence to.

WHY GOOD?

Passcode on the iPhone or iPad – At least 6 Characters / Alphanumeric. NO repeating, ascending or descending characters.

Removal of certain iOS apps and/or embedded features such as the iTunes Music Store, iCloud features, and Game Center.

Mobile Application Management (MAM)– Application Compliance, Private application store, bulk purchase and distribution

Full Intranet support Full Data Sharing for all applications Good and iOS Version Control Jailbreak Detection (Note: this is now illegal as of Jan 2013 ) Network Connectivity (60 Days)

Evaluating Network (NAS) and SharePoint shares

WHAT GOOD WILL ENFORCE ON CITY OWNED DEVICES

Current plan is to be Device Agnostic (Android, iOS, or Windows) but enforce:At least a 6 character password on the Good

application, but not the device.Full Data Sharing for Good Enabled Applications

Offi ce HD, iAnnotate, Good Share, Box… Full Intranet supportLimited Data Sharing to 3 rd Party Applications and

Copy/Paste Functions Jailbreak & Root DetectionGood and OS Versions Network Connectivity (60 Day)No data collection of installed apps or phone settings

WHAT WILL GOOD ENFORCE ON PERSONALLY OWNED DEVICES?

Unlike the Blackberries, the Technician team will be more involved on front side support of Good and iOS to provide better service.

IT anticipates the following support issues: Loading unapproved applications (apps). IT cannot remove

the compliance violation- user could be down for 2 hours Forgot my Apple ID or iPhone/iPad Passcode? IT can’t help! Application purchase

Apple IDs are not tied to a credit card when they are provisioned. iTunes Gift Cards, or a personal card with a petty cash reimbursement.

DO NOT USE City Issued ProCards . Notifications and Calendar Events

SUPPORT CHALLENGES

Application concurrence requests submitted through ITSM self service portal

Resources: City Quick Reference Guide – Provided by City of Scott sdale Information

Technology. This document provides instructions for common tasks and describes the basic functionality and behavior of Apple iOS and the Good application on City owned devices.

Apple iOS & iPhone Guide - Provided by Apple. This is the digital version of the instruction manual that ships with every Apple iPhone.

Apple iOS & iPad Guide - Provided by Apple. This is the digital version of the instruction manual that ships with every Apple iPad..

Good on iOS – Provided by Good Technology. This is the digital instruction manual for the Good for Enterprise application that Information Technology will be uti lizing for mobile device management.

SUPPORTING OUR CUSTOMERS

QUESTIONS & DEMO