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Smartphone Management by Benjamin Gray and Christian Kane for Infrastructure & Operations Professionals

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Smartphone Management by Benjamin Gray and Christian Kane for Infrastructure & Operations Professionals August 26, 2010 Market Overview: Smartphone Management by Benjamin Gray and Christian Kane for Infrastructure & Operations Professionals Making Leaders Successful Every Day For Infrastructure & Operations Professionals August 26, 2010 Market Overview: Smartphone Management Empower Workers With The Freedom To Choose Their Preferred Mobile Devices by Benjamin Gray and Christian Kane with Robert Whiteley EXECUTIVE SUmmaRY Within the next 12 to 18 months, most IT managers worldwide will significantly alter their client computing strategies, and this will have a profound impact on smartphone adoption and management. Necessitating this change is a significant generational shift of information workers — who are an increasingly empowered group — dictating the technology used to solve business issues. I&O managers must respond to overwhelming requests to support smartphones because of the productivity improvements and TCO efficiencies they introduce. But these IT managers are shifting away from a one- size-fits-all, corporate-liable smartphone model to one that: 1) includes support for at least BlackBerry, iOS, and Android, and 2) is much more open to individually liable devices connecting to corporate resources. This architectural shift will force IT and telecom managers to reevaluate their smartphone management solutions and services. TABLE OF CONTENTS NOTES & RESOURCES 2 Meeting Today’s Business Demands Requires Forrester interviewed 26 vendor companies, A Multiplatform Mobile Strategy including Good Technology, Microsoft, 3 Ten Key Functionalities That Make Up The MobileIron, RIM, Sybase, Trust Digital, and Smartphone Management Landscape Zenprise, and 174 user companies. Seven Key Features Have Standardized Across Most Smartphone Management Solutions . Related Research Documents “Twenty Mobile Device Management Best . But Three Emerging Features Will Soon Be Practices” Default Expectations Of Mobility Managers October 21, 2009 9 Segmenting The Market: Incumbents, New Entrants, Best-Of-Breed, And Services “The Mobile Operating System Wars Revisited” July 28, 2009 11 The Smartphone Management Future Entails More Of The Same “The Forrester Wave™: Mobile Device Management Solutions, Q2 2009” 12 Supplemental Material April 27, 2009 “Making iPhone Work In The Enterprise: Early Lessons Learned” April 10, 2009 © 2010, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. To purchase reprints of this document, please email [email protected]. For additional information, go to www.forrester.com. 2 Market Overview: Smartphone Management For Infrastructure & Operations Professionals Meeting TodaY’S BUSINESS DEMANDS REQUIRES A multiPlatform MOBILE strategY Today’s infrastructure and operations (I&O) managers support an increasingly decentralized and mobile workforce — one with multiple segments of workers, each with their own unique set of needs.1 This poses two challenges: 1) These needs often conflict with existing sourcing and support policies, and 2) the applications and mobile devices that workers often request are consumer-grade.2 These trends are driving IT managers to develop or update their corporate mobile policies to reflect the changing workforce needs, and more firms than ever are selectively encouraging this workforce empowerment.3 So what’s involved? Over the long term, firms must map specific technology policies and requirements to enable each segment to be successful. However, over the short term, firms must start by embracing a mobile device management solution that supports a wide array of devices and operating systems (OSes). Consider that: · Approximately half of firms have already embraced a multiplatform mobile strategy. The combination of BlackBerry devices plus the BlackBerry Enterprise Server (BES) is — and will remain — the gold standard with regard to management and security, with more than 500 policies for IT to wirelessly configure and enforce. According to Forrester’s recent survey of 1,009 mobile technologies and services decision-makers, 70% of North American and European companies support BlackBerry today. Despite this leadership, 41% support Windows Mobile, 29% support iOS (the OS that powers both the iPhone and the iPad), 13% support Android, 13% support Windows Embedded CE, 12% support Palm OS, 8% support webOS, and 7% support Symbian.4 These numbers continue to rise year-over-year, and already, 49% of these firms have embraced a multiplatform mobile strategy. · Almost 60% of firms provide some support to personally owned smartphones. As mobility managers loosen their policies over the OSes they support, sourcing and vendor management professionals are following suit and loosening their procurement and reimbursement policies. In fact, 56% of firms now officially support personally owned smartphones. The primary driver is cost, but we also regularly hear of C-level executives mandating it. Why? Because it’s not only a great way for IT to show its business value, but it’s also an excellent way for the business to differentiate itself from others in the industry as a way to retain and attract top job talent. Of course, what classifies as “support” will forever remain in a state of flux as more IT managers encourage their workers to self-provision and support each other — but even then support is often limited to a specific mobile OS or device.5 · IT struggles to keep pace with a twofold challenge: mobile device management and security. Mobility brings together many traditionally siloed roles within IT, including telecom, client services, service desk, security and risk management, application development, and sourcing and vendor management. But because mobile device management and security have traditionally remained under the responsibility of separate roles — I&O and SRM, respectively — mismatched policies can easily lead to data security breaches and operational inefficiencies. These often result August 26, 2010 © 2010, Forrester Research, Inc. Reproduction Prohibited Market Overview: Smartphone Management 3 For Infrastructure & Operations Professionals from miscommunication or the lack of a management solution that serves as a single pane of glass into the current state of the mobile environment. Interestingly, smartphones were the No. 1 concern facing enterprise IT security sourcing and services decision-makers, according to Forrester’s most recent IT security survey, even beating out Web 2.0 applications, cloud computing, and virtualization.6 · IT managers are increasingly investing in a device-agnostic solution or managed service. 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 management solutions that can coexist peacefully with — or potentially replace — the BES. Moreover, it’s difficult to find IT staff that are completely up to speed on the latest devices, OSes, and security threats. Investing in managed mobility services has proven very compelling for firms that lack this expertise or that have determined that managing a console isn’t strategic enough for IT to take on. By embracing these solutions today, firms can immediately expand the list of supported devices to include iOS and Android while also leaving room for emerging platforms, such as Windows Phone 7, webOS, and MeeGo. TEN KEY Functionalities THAT MAKE UP THE SMARTPHONE management landscaPE Today’s smartphone management solutions mostly consist of a number of established functionalities critical to most IT shops, but device heterogeneity is driving vendors to focus on providing “good enough” support for a number of different mobile OSes. Newer capabilities are emerging that differentiate vendors in this very crowded vendor landscape (see Figure 1). However, the majority of Forrester’s clients have found that the single most important criteria when selecting the right smartphone management solution is the list of supported mobile OSes (see Figure 2). © 2010, Forrester Research, Inc. Reproduction Prohibited August 26, 2010 4 Market Overview: Smartphone Management For Infrastructure & Operations Professionals Figure 1 Today’s Smartphone Management Vendor Landscape Offers A WideV ariety Of Criteria t t t t , and suppor tal e, ry l y re managemen vice por ting ntral console A intelligenc onfiguration managemen Vendors C Softwa Security managemenCe Assetrepor managementOT troubleshooting and Device recoveScalabilit Remote controSelf-ser AirWatch BoxTone Capricode Excitor P FancyFon Fromdistance Good Technology InnoPath P P Mformation Microsoft (EAS) MobileIron Motorola P Odyssey Software Perlego Red Bend Software RIM Smith Micro SOTI P Vendor offers the technology P Vendor plans to offer the technology 56659 Source: Forrester Research, Inc. August 26, 2010 © 2010, Forrester Research, Inc. Reproduction Prohibited Market Overview: Smartphone Management 5 For Infrastructure & Operations Professionals Figure 1 Today’s Smartphone Management Vendor Landscape Offers A WideV ariety Of Criteria (Cont.) t t t t , and suppor tal e, ry l y re managemen vice por ting ntral console A intelligenc onfiguration managemen Vendors C Softwa Security managemenCe
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