Enterprise Briefing

strategy

is a global mobile data strategy possible?

Mobile working is now central to countless day-to-day operational activities. Engineers, executives, day extenders and consultants routinely need access to email, spreadsheets, expenses forms and customer records outside of the typical workplace. According to an annual EVUA end-user survey, EVUA members are already using their mobile devices for a variety of line-of-business apps, such as sales force automation (40%), field force automation (30%), and machine-to-machine solutions (42%). Mobile supply chain management, fleet tracking, and other location-based services are less common, but still used by 5-10% of respondents.

While the business benefits from increased mobility, for the unprepared CIO it can be a major headache: executives running up bills of $10,000 for 3G data roaming when there are inexpensive connection alternatives; devices that sit unused in desk drawers; sending out security patches for thousands of devices worldwide; and non-corporate devices appearing on the LAN. These are just a few of the problems thrown up by managing a global mobile estate. The problems are intensified when SIM-based devices and their airtime packages are procured on a local basis rather than at a global level, as is the case with fixed data networks.

CIOs also should not underestimate the challenge of managing end users. They will need training and simple-to-use tools that conform to corporate policies. But once implemented, the CIO and CFO will have better visibility into usage patterns so they can segment workers, reports on costs, security threats and service performance.

consumerization of mobile data

One of the challenges to implementing global standards is that employees are still bringing in their own devices. “CIOs face the challenge of securing information wherever it is and still ensuring users have some flexibility,” says Leonard Carey, mobility consultant, Orange Business Services. “It is even harder when people bring devices in from the outside.” The iPhone is one of those. Few businesses will actively support the device, despite the new version offering Microsoft Exchange, 128-bit SSL and remote kill/wipe. Yet executives are adopting the must-have handset in their droves.

“It’s just another sign that mobility in all its forms is becoming consumerized,” adds Carey. “Even some pretty senior people are choosing it over the Blackberry because they get a better browsing experience.”

According to Avi Greengart, research director at Current Analysis. “The initial setup is dead simple. HTML and Office/PDF docs render beautifully on the screen, and following links to Web sites works better than any other mobile device because of the quality of the iPhone 3G’s mobile browsing experience.”

So should consumer devices be adopted? “There is no right or wrong way. Businesses really have to decide whether they want to support devices brought into the corporate environment from outside, or whether they want to impose their own policies,” explains Carey.

rising complexity

Another reason to adopt a global data mobility strategy is to cope with the sheer number of devices and applications. Executives working occasionally from home or a branch office need a different set of tools to a field engineer or an international sales representative. Devices range from ultra-light notebook PCs, Windows smartphones, Blackberrys to home PCs and applications include expenses forms, real-time faults or stock alerts and customer databases. They may only need mobility domestically or they may be regular international travelers. This will have a bearing on connectivity options, from being limited to 3G and DSL, or to also include international 3G roaming, Wi-Fi hotspots and satellite access.

Even those with same jobs will have their own needs and preferences, wanting different devices or using them in different locations or times of day. Analysts Yankee recommends segmenting users, not by job title, but by their attitude to mobile technology: desk jockeys, upwardly mobiles, tech ninjas, holster nomads. This will help to get the correct tools and support into their hands while avoiding some of the unnecessary costs, such as underused devices or inappropriate data roaming. It can also help with reducing calls to technical support.

local network operators

Unlike most global data services, mobile data still relies heavily on local network operators. “Businesses have been used to sourcing Wi-Fi and dial services on a global or regional basis from single provider. But now they are adopting mobile broadband, they have to procure this from multiple local operators,” says Carey. This increases complexity of vendor management and means that tariffs for roaming users are not always competitive.

“Enterprises prefer to choose a Tier 1 mobile operator in each country for voice services. They want good coverage, plenty of device options and an operator with a focus on the business market. It has made sense to continue to benefit from a localized approach for voice services,” Carey adds. “However, they also want to consolidate local offers into global contracts that fit their supplier rationalization strategy.”

joined up thinking

Although mobile device management can help enterprises make sense off all this complexity, just 12% of EVUA members had a solution in place, and only 25% planned to implement it in the near future. An access-agnostic dialer is also important – this will make data connections for laptop users simpler, and ensure they have access to the cheapest connectivity option. There are other mobile services that can help such as a flat-rate 3G global data-roaming package, or an enterprise-wide managed mobile email solution.

Despite the challenges of complexity, consumerization and procurement, it is possible to have a global approach to mobile data that frees employees from their desks, ensures that remote access remains usable and doesn't compromise the security of sensitive corporate data.

Orange offers a range of mobile data access and management solutions such as Business Everywhere, Mobile Office, Secure My Device and Managed Mobile Mail. Orange can also provide global device procurement and lifecycle management services, over-the-air patch management and consolidated billing so that business can have a view of all mobile data costs.