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buyer’s guide : any time, any place, anywhere

The has transformed CW Buyer’s guide communication between mobile smartphones workers and their offices but at a cost. Even has realised it missed a very important trick not having a that can compete with the likes of the iPhone, Android and . But how should CIOs and senior IT professionals manage this extension of corporate IT systems to the anytime, anywhere use? This eight-page Buyer’s Guide to Smartphones assesses the market and the latest developments.

Contents

Making mobiles good for business page 2

Quocirca analyst Rob Bamforth assesses the impact of consumer technology in the enterprise environment.

Has Microsoft finally mastered the mobile with 7? page 3

Microsoft has launched its mobile operating system Windows Phone 7, but does it have what it takes to beat the competition of Apple’s iOS, ’s Android and ’s Symbian?

Mobiles hold key to cashless society page 5 sutton-hibbert/rex features sutton-hibbert/rex Is the cashless society envisioned by mobile operators and industry pundits reaching the critical mass that will ensure it becomes the accepted method of payment?

Manage staff smartphones well and the technology brings benefits page 7

It was the exception rather than the rule that one person was responsible for security and managing mobile devices but that’s all changed now as CIOs and senior IT professionals grapple with the demand to connect to corporate IT systems from a range of mobile devices.

These articles were originally published in Computer Weekly magazine.

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1 buyer’s guide Making mobiles good for business Quocirca analyst Rob Bamforth assesses the impact of consumer technology in the enterprise environment

have pushed up the average costs of high-end devices. Added to this, CW Buyer’s guide the increasing use of their network smartphones connectivity for intensive data as well as telephony functions means that airtime costs have increased. In n less than a couple of decades, many organisations these costs may the has moved not be visible or aggregated for the from a clunky accessory for city business or users, being spread or I types – and then for certain, self- hidden across diverse cost centres or employed groups – to a ubiquitous departments, making actual costs and communications tool. The power of values difficult to determine. voice communication, information Users’ high levels of familiarity consumption and decision-making with a ’s capability as on the move enables more flexible consumers, coupled with equally working patterns and immediacy of high levels of familiarity with the in- response, benefitting individuals and ternet – in particular social network- the organisations they work for. ing – means that smart mobile devic- Although devices are cheaper and es can easily become a distraction, smaller than ever, they are becoming undermining expected increases in more capable and “smarter”, running productivity and flexibility. applications that would once have Both aspects of mobile costs can be required a PC. So they need to be controlled, and the first step for most managed as a full IT client, and in- organisations is to understand what creased use of both personal and benefits they want from using mobile business applications drives up air- technology and ensure that they have time costs. which can escalate while a suitable strategy to deliver that, . backed up by workable policies. Consumer influences are rising, In doing this, care must be taken and with handsets so easy to buy and not to undermine the goodwill of the use, employees are fully mobile- employee. Not only do supportive aware, so keeping users happy while employees look after their mobile de- maintaining control is an issue for vices better, reducing maintenance businesses. costs and the risk of loss or theft, they will also be more willing to accept Accelerating change the often unstated productivity In a short space of time, smart mobile bonus of allowing themselves to be devices have changed the way many contacted while out of the office and work. Executives are in instant touch out of regular office hours. via e-, sales communicate The smartphone intertwines the with the office en route to or return- communications requirements of ing from appointments, and field work and life, and organisations and service workers check and access individuals must understand the information to speed the delivery of need to balance these fairly. ■ spare parts. Rather than being limited to a fortunate or powerful few, a huge range of devices and price points have allowed access on the move to more online become ubiquitous and, relative to laptops, affordable. Whitepaper: Quocirca – The appetite for smartphones ­Mobile expense management among mobile employees has grown, computerweekly.com/242216.htm partly fuelled by a consumer boom in managers, has not materialised – if vices and information – safe and se- use of devices such as the iPhone – anything, diversity has increased, cure in a mobile smartphone Mobile location-based no longer the preserve of a handful of making management tasks harder. In environment is an even greater chal- services gaining ground ambitious executives or a limited many cases users are now wanting to lenge, creating human resources is- computerweekly.com/243901.htm crew of field service engineers, but choose their own handset. sues as well as technical ones. now the default aspirational mobile As the number of mobile users has Environmentally-friendly mobile device for anyone. grown, so has the diversity of roles Costly extras handsets and applications As the numbers and variety of and types of workers. Some are fo- The headline cost of simple mobile computerweekly.com/243889.htm smartphones have soared, their man- cused, careful and self motivated; devices may have been falling, but agement has become more complex. others are easily distracted, careless advanced features such as brighter The consolidation into one or two and need more management direc- , more powerful proc- platforms, hoped for by many IT tion. Keeping corporate assets – de- essors and sophisticated usability

2 buyer’s guide Has Microsoft finally mastered the mobile with Windows Phone 7? Jenny Williams assesses Microsoft's launch of its mobile operating system and its prospects in a competitive market CW Buyer’s guide Checklist for smartphones Windows Phone 7 icrosoft hosted a mock funeral procession for its smartphone rivals as it M prepared for the launch of its Windows Phone 7 mobile op- erating system. Microsoft employees mourned the passing of the iPhone from Apple and Research in Mo- tion’s (RIM) Blackberry in a publicity stunt to mark the release of Windows Phone 7 to manufacture at the begin- ning of September. Tony Cripps, principal analyst at Ovum, says Microsoft’s previous at- tempts to dominate the mobile phone OS market failed because, unlike Ap- ple’s iOS, Google Android and No- kia’s Symbian, it approached phone handsets as “smaller versions of the PC”. Apple’s iOS changed what users wanted from mobile operating sys- tems. “Post-iPhone, expectations of platforms changed,” says Cripps. “The around [Micro- soft] devices has been more complex than it needed to be. With complex options that needed configuration, they had not thought through how people would use small-screen de- vices.” Microsoft neglected to make its smartphones operate as a phone rath- er than a small desktop computer. “Microsoft’s mistake was to think that desktop as a metaphor for an op- erating system would carry over into mobile phones,” says Cripps. “If you look at how it has worked around it, Microsoft has gradually been simplifying but has now arrived at a place where it has to do a com- plete refresh, and that is what Win- dows Phone 7 is all about.” 7 as the “biggest launch this year” er three or four years ago, it would But has Microsoft got it right this and the “next phase of smartphones”, have been in a much stronger posi- time? as Oded Ran, head of consumer mar- tion. Now it is fighting it out with The firm is confident that Win- keting for Windows Phone UK at Mi- tough competitors with a stronghold dows Phone 7 will be capable of crosoft, told Computer Weekly. in the market. RIM is top of the heap competing with mobile OS market But, according to Dale Vile, analyst by a long way,” he says. leaders. LG, , , at Freeform Dynamics, even with the However, Vile says Windows HTC, , Toshiba and Asus have al- benefit of hindsight, Microsoft has its Phone 7 is the first future-proof offer- ready signed up to build smart- work cut out because of competition ing from Microsoft in the smartphone phones running Windows Phone 7. from its market-leading rivals. market. The OS is important for the Microsoft is hailing Windows Phone “If Microsoft had got its act togeth- giant’s consumer-based

3 buyer’s guide

HTML 5.0 vs Silverlight

“If Microsoft had got its act together three or four years ago, it would have been in a much stronger position”

<< business and for its use in a business soft Exchange, providing push e- the time of launch, Windows Phone context. mail, address book and synchronisa- 7 will fail to work with Microsoft “The two are linked because we tion. “Filtering and management of System Centre Configuration Manag- are seeing a lot of smartphone usage work and personal e-mail, calendar er, and corporate applications will in the business environment based and contacts is much more efficient have to be deployed through the about Windows Phone 7. The re- on personal devices,” Vile says. through an intuitive Outlook Mobile Windows Phone Marketplace. search firm predicts Windows Phone Microsoft admits Windows Phone experience,” says Rasmussen. “IT departments should prepare to OS sales to users will increase from 7 is aimed predominately at consum- “The integrated infrastructure also support Phone 7 as devices come 15 million to 34.5 million by 2014. ers. But Rikke Rasmussen, business means increased collaboration by ex- into the enterprise, but might not be But open source platforms Symbian marketing manager at Microsoft UK, tending existing Sharepoint Server able to standardise on them, especial- and Android will dominate the mo- says, “While the phone is designed deployment to mobile users,” he ly if they rely on custom mobile ap- bile OS market, with anticipated OS for the consumer market, its features says. plications,” says a Directions on sales of 264 million and 259 million and functionality are also aligned “The other big enterprise feature is ­Microsoft report. respectively in four years. with the requirements of enterprises.” Mobile Office, including Microsoft A spokesman for Microsoft says “The market is consolidating on Windows Phone 7 supports Micro- Word, Excel, Onenote and Power- the company provides better docu- three or four platforms – and Micro- point. It brings together notes and ment sharing and collaboration via soft is not one of them,” says Cozza. documents through the Office hub so integration with Exchange Server “Microsoft will have to address the people can view, edit and comment and Sharepoint server, and further consumer market to keep its position with Office Mobile, and search and announcements specifically related within enterprise.” more online synch from Sharepoint Server. The to business applications will be made Microsoft is late to join this OS Video: First look at Windows high resolution of these applications later this year. competition but history shows it Phone 7 makes it particularly useful.” While Microsoft is holding a fu- manages to be highly successful de- computerweekly.com/242094.htm neral for its rivals, some analysts spite following the next big thing. Cost reduction are predicting the demise of Win- The Apple Mac was already six years Smartphone market to expand Microsoft claims its mobile OS can dows Phone 7 before it was even old when the Windows 3.0 graphical as vendors vie for position reduce enterprise IT costs. “With launched. user interface came out, yet Windows computerweekly.com/243899.htm Windows Phone 7, enterprises will Along with application deploy- is the dominant desktop platform. save licensing, hardware and op- ment issues, Gartner analyst Roberta The firm has also made a name for it- Tablets and connected erational costs by enabling mobile Cozza says Microsoft’s licensing costs self in the games market with the Xbox, devices – future opportunities access to Microsoft Exchange Server may force phone manufacturers to which was launched seven years after computerweekly.com/243912.htm without the use of middleware,” says turn to its competition because of a Sony’s Playstation. So chances are Rasmussen. lack of customisation. “Microsoft has ­Microsoft will eventually make a suc- But experts have identified areas become restrictive about what phone cess of its Windows phone operating for improvement. According to ana- manufacturers can do,” she says. system, and when it does, it could lyst firm Directions on Microsoft, at Gartner is particularly sceptical once again dominate a market. ■

4 buyer’s guide Mobiles hold key to cashless society Jenny Williams looks at how the future of mobile phone payments is shaping up sutton-hibbert/rex features sutton-hibbert/rex

tickets and allows Payments Council; EMVCo, which ness model isn’t ready, and on the through mobile manages card specifications; and other you can’t get NFC handsets.” CW Buyer’s guide phone browsers. smartcard infrastructure standards While retailers such as Co-op and smartphones Contactless cards are also in circu- body Global Platform. The consorti- Spar are introducing contactless pay- lation for credit cards, transport tick- um is developing the Trusted Service ment terminals that use NFC, Wilcox ets and are used in some food stores. Manager requirements document says some stores have only just in- anks and mobile network The industry is looking next at near- and a certification process to acceler- stalled non-NFC PoS technology and operators are working to- field communication (NFC) mobile ate the commercialisation of mobile will have to overhaul the systems wards a time when people handsets. NFC allows “tap-and-go” NFC services. But some experts be- once again to support contactless Bwill purchase pints of milk, payments using mobile phones at in- lieve NFC is a long way from a mass payments. Sunday newspapers and even train store terminals by incorporating con- market roll-out in the UK. Once NFC technology is ready, tickets with a “wave” of a mobile tactless card technology into hand- Wilcox believes mobile phones will phone. sets. Alternatively, micro-SD cards Chicken and egg situation be used for low-value transactions, This is the future of a cashless soci- with NFC-enabled chips can be in- The biggest breakthrough in the similar to Transport for London’s ety envisaged by mobile operators serted into mobile phones. mobile payment market has been in (TfL) contactless Oyster cards. Since and industry pundits. “Today you The Global System for Mobile As- developing countries, providing Oyster was introduced in 2003, pay for things by or on your sociation (GSMA) has launched a services via mobile phones for peo- 27 million cards have been issued. . Tomorrow, you will use Pay-Buy-Mobile project to enable ple who have traditionally not had your mobile to buy the things you consumers to pay for goods and serv- bank accounts. Visa Europe launched Transport trials want,” says Tom Alexander, CEO of ices via their mobile phones. “By Europe’s first micro-SD based mobile Alongside the roll-out of Oyster Orange UK. storing a consumer’s credit or debit payment systems in Turkey. But it is cards, TfL successfully piloted NFC Juniper Research predicts the mo- card within the SIM card and em- unclear when such a system will be handsets with O2, concluding in bile payments market will quadruple ploying NFC technology, the mobile introduced in the UK, says Juniper 2008. A TfL spokesman said TfL had by 2014, reaching $630bn (£407bn) phone can be passed near a contact- Research senior analyst Howard no immediate plans for a NFC roll- in value. less (PoS) terminal to Wilcox. out but continues to investigate the Some forms of mobile payments complete transactions,” said Nav According Wilcox, co-ordinating a potential for NFC technology. already exist. Phone applications Bains, GSMA’s senior director of mo- business model involving so many The Integrated Transport Smart- such as PayPal Mobile support per- bile money. parties is complicated. “We are in a card Organisation (ITSO) was estab- son-to-person payments. SMS-based GSMA has been collaborating with bit of a chicken-and-egg situation,” lished to provide a standardised transactions are used for car parking standardisation bodies the Euro­pean he says. “On the one hand the busi- specification for smart ticketing >>

5 buyer’s guide

How is an NFC payment made? Mobile payment technologies

Source: Thomas de Lazzari, University of

<< across the UK. This will allow the replacing the wallet with a mobile services such as banking, bill pay- bile at Nokia, be- ITSO card to be used anywhere in the phone; loyalty cards, receipts, every- ments, mass transit ticketing and mo- lieves the NFC trials have proved the country. The Department for Trans- thing you have in your wallet,” says bile top-up to Indian customers. consumer demand and by 2011 all of port (DfT) has made £10m available Colin Swain, Barclaycard’s head of More than infrastructure, Monitise Nokia’s new smartphones will be for the roll-out for ITSO smart ticket- mobile. group strategy director Richard John- NFC-enabled. ing for the nine largest urban areas There are approximately 26,500 son believes and mobile net- “Once people work together, it will outside London. contactless terminals in the UK, and work operators need to work togeth- provide simplicity for the user,” he “NFC is increasingly an option,” the UK Card Association predicts 14 er. “Banks are where most people says. “A phone with NFC can do says ITSO CEO, Michael Leach. “We million cards with contactless func- keep their money. It is about mobilis- more than just behave like a card – it are realistically 12-18 months away tionality will have been issued by the ing bank accounts rather than creat- has a display, keyboard and internet from phones hitting the market in end of 2010. “We are not expecting to ing new accounts with network oper- connection – and becomes more in- suitable numbers and being used in give a launch date any time soon,” ators. Tap-and-go really requires teractive.” areas where ITSO is operating.” says Swain. “Globally, there is a lot of collaboration,” he says. Today we have credit, debit and, discussion, but the UK is one of the Industry consortium Mobey Forum perhaps, contactless cards. Tomor- UK infrastructure only areas where we already have the hopes to bring banks, mobile network row banks and mobile network oper- Financial services company Barclay- infrastructure that would accept con- operators, acquirers and merchants ators hope to provide a mobile wallet. card and tactless mobile payments.” together to build the relationships The next step will be introducing tap- Orange have formed a partnership to UK-based firm needed to progress the mobile pay- and-go into the mainstream market develop a range of mobile, financial Monitise recently launched a joint ments industry. and, despite slow progress, industry and payment services including the venture with Visa in India to acceler- Gerhard Romen, Mobey Forum experts are increasingly certain it will delivery of NFC payments. “We are ate the delivery of mobile financial marketing chair and director of mo- happen soon. ■

Mobile payments are more secure than credit cards, says security expert

6 buyer’s guide Manage staff smartphones well and the technology brings benefits IT managers need to keep an eye on the effects of mobile devices connecting to their systems, warns Benjamin Gray CW Buyer’s guide smartphones

oday’s IT managers support an increasingly decentral- ised and mobile workforce – T one with multiple segments of workers, each with its own unique set of needs. IT is struggling to keep pace with a twofold challenge: mobile device management and security. Mobility brings together many roles traditionally siloed within IT, including telecoms, client services, service desks, security and risk man- agement, application development, as well as sourcing and supplier management. But because mobile de- vice management and security have traditionally remained under the re- sponsibility of separate roles, mis- matched policies can easily lead to data security breaches and operation- al inefficiencies. Smartphones were the number one concern facing enterprise IT security sourcing and services decision-­ makers, according to Forrester’s most recent IT security survey, even beat- ing Web 2.0 applications, cloud com- puting, and virtualisation.

Management Adding support for non-Blackberry devices – such as iPhone, iPad, and Android-based smartphones – and personally owned devices has led many IT managers to explore third-party mobile device manage- Blackberry, iOS, and Android. But it leading and very well established ment. certainly won’t end there. Expect a leaders in this market are Good Tech- more online The prevalence of mobile strate- trickle-down effect to the legacy Win- nology and Sybase. gies for multiple operating systems dows Mobile and Palm OS devices Between them they boast more In depth: Sneaking a smart (OS), coupled with support for per- that are so widely deployed today, in than 30,000 enterprise customers phone into the enterprise sonally-owned smartphones, is addition to the promising, yet still worldwide, and both fared extremely computerweekly.com/241694.htm forcing smartphone management largely unproven, webOS, Windows well in the most recent Forrester suppliers to focus on “good Phone 7, and Meego systems from Wave evaluation of mobile device News: Securing data on enough” support that satisfies a HP, Microsoft, and Nokia/Intel, re- management solutions. devices you don’t own broad range of devices. This is in spectively. Sybase’s Afaria and Good Technol- computerweekly.com/242661.htm stark contrast to PC management The mobile device management ogy’s Good for Enterprise products solutions, which go extremely deep and security supplier landscape is in- support most mobile operating sys- Opinion: Smart IT needs from a functionality perspective, credibly diverse, but there are some tems, including iOS, Android, Win- heroes but only because they are largely notable solutions worth evaluating. dows Mobile, Windows Embedded computerweekly.com/242873.htm Windows-centric. CE, Symbian, and Palm OS. Afaria Look for most suppliers to add Incumbents also supports Blackberry and Win32 support over the next year for the top For firms that have already embraced desktops and laptops, while GFE also three demanded operating systems: a multi-platform strategy, the two supports webOS. >>

7 buyer’s guide

<< Newcomers bile device management but wireless Four comparatively smaller compa- Lan management as well. nies that are coming on strong in the ● Motorola’s MSP solution can man- smartphone management space are age Motorola smartphones in addi- BoxTone, MobileIron, Trust Digital, tion to peripheral devices such as and Zenprise. cash registers, scanners, RFID read- Between the four, Forrester esti- ers, printers, signature capture pads, mates that they have fewer than and kiosks. 1,000 enterprise customers but an ● Soti’s Mobicontrol supports the de- impressive number of active proofs- vice management functionality most of-concept (POCs), particularly in IT managers would expect, in addi- heavily-regulated industries such as tion to location-based services for healthcare, financial services, public asset tracking, and boasts an impres- sector, and manufacturing. sive list of 80,000 customers across ● Boxtone, a mobile service manage- 120 countries. ment product, used to be Blackberry- ● Wavelink’s Avalanche Suite sup- centric but can now proactively ports more than 12,000 customers identify issues across your fleet of spanning 85 countries. Blackberry and non-Blackberry IT should also consider point solu- ­devices. tions from Tangoe – which acquired ● MobileIron came out of stealth mobile device management supplier mode less than 12 months ago, but InterNoded last year; Capricode; Ex- its Virtual Smartphone Platform now citor; FancyFon; Fromdistance; Inno- supports Blackberry, Windows Mo- Path; Odyssey; Red Bend Software; bile, iOS, Symbian, and webOS – and Smith Micro; Symantec; and ubitexx. will soon support Android. ● Trust Digital, which has been Outsource around for almost 10 years and has Finally, firms should turn to a service historically served as a mobile secu- provider if they lack the deep techni- rity company, was recently acquired cal expertise or feel mobile device by McAfee. Trust Digital’s Enterprise management is not strategic. Mobility Management (EMM) was IT departments should also ex- among the first to support the iPhone plore managed mobility services if and now manages and secures iOS, the time frame for deploying a be- webOS, , Symbian, hind-the-firewall management solu- and Android. tion is too long, costs are too high, or ● The Zenprise Device Manager the infrastructure required is too enables IT to proactively monitor, complex. Most tier-one mobile opera- manage, and secure Blackberry, iOS, tors offer mobile device management webOS, Windows Mobile, Symbian, as a managed service, and these serv- and Android devices. ices are often white-labelled from These four suppliers are worth in- ­Sybase and Mformation. ■ cluding on the shortlist for any firm with plans to embrace a multiplat- This is an excerpt from Market overview: form mobile strategy. smartphone management by Benjamin Gray, senior analyst at Forrester Research serving features T ho m pson/rex

Best-of-breed infrastructure and operations professionals. d Davi ● AirWatch not only supports mo- http://blogs.forrester.com/benjamin_gray Keep in touch: Smartphones are more than just playthings for celebs like Stephen Fry

Core functions of smartphone management products

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