BYOD: How to manage and support employee experience in a Bring Your Own Device world

LFMA / LITN Annual Meeting and Conference 2012www.avtex.com

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

BYOD: Policy and approach

Doug SplinterVP, Sales Engineering

Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012



Agenda

• BYOD– Challenges supporting BYOD– Trends on how companies are supporting it– Policies– Technology (limited)

• Mobile Apps vs. Web• Tablets



Goals for this session

• Understand the BYOD phenomenon and what can be done to support it

• Provide education on key mobile application models and approaches

• Understanding the enterprise nature of tablets



BEFORE WE GET STARTEDDo you have a mobile phone?



BYOD



Bring Your Own?The speed of consumer device evolution is driving business change



According to Forrester

48%of employees chose their smartphones without regard for IT support



QUESTIONDo you feel like you have a choice around BYOD?



History: Usability (usually) wins the day

• Many people once carried:– Laptop (large form factor)– Cell phone – Pager

People don’t want to carry more than they need to



History: Usability (usually) wins the day

• Now:– Smart phone– Slate or small-factor laptop– Most people are trying to get to one

device for traveling/communicating

• Note the significant shift from content creation to consumption for primary personal device; now focused on view/update/communicate

People don’t want to carry more than they need to



Usability alone didn’t make it happen

• Catalyst one: Price– Before: Technology owned by business; it was too

expensive for most consumers– Now, you can get a high-end slate, netbook or

smartphone for free with a service contract.

• Catalyst two: Performance– Small, consumer-profile and game-enabled

devices made possible by the evolution of smaller, faster and lower-power chip

– These devices are powerful enough for business, but purchased for other tasks

Moore’s Law and falling price points of technology



QUESTIONWhat is the status of BYOD in your organization?



BYOD CONCERNS



What are the concerns?

1. Standardization

2. Security

3. Management

Why not just open it up?



Standardization

• Selected and owned by the employee– Buying and expecting

access at “day zero”– No time to test/confirm– Expectation is it will “just

work”



Standardization

• Many platforms and form factors– iOS– Android– Windows

• Varied application launch/use/view experience– Just consider how a “simple” web page

renders on different slate/handheld devices

– Should everything be mobile browser? – Or do we give users “an app for that”?

BYOD changes the game



Security

• How secure is data on a mobile device?

• What about backups done to cloud services or other uncontrolled machines?

• Can mobile devices be used to improperly remove corp. data?

• Is it all encrypted?• Can enforce data control policies?• How do we report data theft in a

BYOD world?

What about the data?



Management

• Control and ownership– Not all devices can be managed the same– Some support only “app store” distribution– Some management tools work only when the

devices is “tethered” to a PC• Challenging, since this is much less frequent for

Internet-connected/updated devices • User no longer “piggy back” on the PC regularly, so

traditional PC-based tools won’t always work



BYOD POLICIES AND METHODS



What the industry is doing to respond

• Enforce standards as before, lock down or limit choice– There are lots of challenges with this

approach– Users end up carrying a “work” and

“personal” device and use public cloud services to share data – DropBox or SkyDrive anyone?

– Or they use USB drives, email accounts, etc.

• Enforcement is difficult– Some of the worst offenders are Sr. Execs– If they do it, then….

Option 1



What the industry is doing to respond

• Embrace– Allow users to use BYOD devices• Users must accept responsibilities and limits

– Support must evolve and be flexible• Users and IT must understand the challenges

– IT leverage Mobile Device Management (MDM) tools

– Organizational policies align to MDM policies

Option 2



QUESTIONDo you erase data on employees devices if they leave?



BYOD SOLUTIONS / APPROACHES



Mobile Device Management



QUESTIONDo you have a mobile device policy?



Mobile Device Management (MDM)

• Multiple OS support• Configuration, Reporting, And Support– Over-the-air (OTA), Real-time inventory, remote control

• Mobile Security Management– PIN Enforcement, Data Wipes, Detection, And Encryption

• Mobile Application Management – Software Distribution, Lists, And App Stores

Core Mobile Device Management Criteria



TABLETS



Tablets

• Whole new way of computing

• Industries are fully adopting– Hospitality– Manufacturing– Professional Services– Education– More

End of the PC Era?



Supporting Tablets

• iPad and Android have unique challenges

• Push the limits of MDM

• Windows 8 will bring some familiarity back to mobile management



QUESTIONDo you have an MDM tool?



NATIVE APPS



The App Store Impact

• Huge impact on mobile computing

• Virtually any type of app• Programs delivered to the

phone wirelessly• Organizations are extending

services through mobile apps– Self service– Premium experience

I’ll take that for a buck



Native AppsThe Big Three



Native Apps

• Rich experiences• Performance• Access to phone hardware features• Can make money

Pros



Native Apps

• Multiple development environments• Maintenance costs• Have to comply with app store rules• Expensive to develop• Device variation on certain platforms– Screen sizes, resolution

Cons



HYBRID APPS



What are Hybrid Apps?

• HTML apps that run in a native container

• Have access to some hardware functions

• Combine the ease of HTML development with native features

• Performance can still be an issue



Facebook

“Our biggest mistake was relying too much on HTML 5 and not on native apps.”

-- Mark Zuckerberg

Performance a big reason they transitioned from hybrid to native



MOBILE WEB



The Web is Changing

(Source: Pew Research Center, 2012)

By 2014, mobile internet is predicted to take over desktop internet usage

55% of mobile owners access mobile web

(Source: Microsoft Tag, 2012)



What is Responsive Web Design?Web Design that Responds to the Device



QUESTION / ANSWER



DEMONSTRATION



Responsive Design

• Needs to be part of the plan• Content driven• Increases time and cost for site development• Consider your audience … Check metrics to

see if they are using mobile devices• Doesn’t address every scenario

Things to consider



BYOD action/review items

• Some classic policies need a refresh (or creation)– IT Systems Acceptable Use Policy

• Permitted actions, tools, and use

– Information Security Policy• Security and data theft/reporting

– IT Systems Support Policy• What you will/won’t do, SLAs, etc.

– These help determine if BYOD should be part of your play, or if you really must be an Option One org.

• Development should be joint – DON’T MAKE IT IT ONLY!– Get users involved in understanding the issues and signing off– Also involve HR, and make sure violations have consequences– Consensus is key; avoid us vs. them

Things you need to have down ASAP



Decide and Communicate!

Decide, Announce and Enforce your BYOD standards and policies• Educate users on choices and

responsibilities• Use technical controls to block

unwanted devices– Don’t let it get away from you!

• IT must work with the users; no us vs. them

Don’t let BYOD device spread just happen over time



DISCUSSION