Delivering the Mobile Enterprise

1. Delivering the Mobile Enterprise The 5 Phase Programme

2. The Mobile Enterprise • A recent quote from Sun’s Java site…. • "The new face of U.S.-based utilities companies is one of profit margin and customer service --and IT tools are helping these companies evolve," • said Sandra Rogers, senior research analyst, IDC's Corporate Computing Vertical Views group. • "The ability to leverage information and technology to adapt quickly to the changing regulatory and competitive landscape will differentiate the market's winners from losers."

3. 5 Phase Programme Device Management and Support Operational Build and Deployment Pilot Build and Evaluation Architecture and Usage Study Requirements Definition

4. Before you start • Get the buy-in of key influencers and decision makers. • Use a project team including IT, business managers, qualityand most importantly –potential users. • Enlist the help of known innovators. • Enlist the help of experience. • Set a budget for the whole solution – not for hardware or software etc.

5. Requirements Definition • Scope • Identify the business process to be re-engineered by conducting surveysand discussions with potential users. • Be sure to include… • exactly what tasks need to beaccomplished • what information needs to be communicated • what informationusers require access to, etc. Requirements Definition

6. Requirements Definition • Business environment • Think outside the box • what other problem(s) could you solve? • What other ‘parallel’ business processes exist? • What are the adjacent business processes? • What other processes would you like to automate? Requirements Definition

7. Requirements Definition • Competative advantage • Build a clear differentiation from today’s (fixed?) solution. • Mobile services are different from paper based systems, batch services or the fixed Internet.(availability, speed, amount of data, graphics, etc). • WIDs offer distinctive ability to differentiate. Requirements Definition

8. Requirements Definition • Location • Location services make the wireless experience unique. • There are plenty of opportunities forlocation-based applications to improve service provision and customer relationship management. Requirements Definition

9. Requirements Definition Think mobile • What information is required with mobile devices? • small screens to display information. • limited input mechanisms such as tiny keyboards, graffiti handwriting or numeric keyboards. • Information should be delivered to these devices. • Mobile users want to receive only relevant information in such a way that it is very easy to read and respond to. Requirements Definition

10. Architecture and Usage Study • Part of the IT infrastructure • Ensuring hardware and software device configurations comply to corporate policies. • All companies have lots of lessons learnt - so don’t ignore them! Architecture and Usage Study

11. Usage • The personal relationship users have with a mobile devices is peculiar. • ‘Company centric’ imposed solutions can easily be perceived as a ‘spy in the cab’. • ‘User centric’ consensus solutions which build on the link to a particular user profile are likely to provide numerous added benefits. • The user ‘network effect’ could become more valuable to each user as more people become users Architecture and Usage Study

12. Software (client) • Application style (thick/thin client): • Devices are likely to be used off-line. This naturally fits well with the capabilities of the Symbian platform. • Application portability • Future evolution may require a different platform or network. Portable apps. (Java) and flexible middleware product (MQ) protect investment. • OS • Chosen to suit the user requirements • Apps • Focused on the user not on the technology Architecture and Usage Study

13. Software (comms.) • Publish-Subscribe • A critical component of a successful mobile application is often the ability to push data to users. Mobile workers operate in an occasionally connected world They wont constantly check to see if they have any data or messages waiting for them. • Store-and-Forward Messaging • Message queuing is an ideal paradigm for mobile workers. it allows users to work off-line, then all queued messages are pushed as soon as a connection is re-established. Architecture and Usage Study

14. Software (system) • Security • Device, communication and server security must be considered as must the ability to tunnel through firewalls. • Multiple Devices • Applications must handle users connecting with one device one minute and another the next. Applications need to include some intelligent routing capabilities to be able to recognise device, network and user dynamically. Architecture and Usage Study

15. Hardware • Durability • Where is the device likely to be used? • Form Factor • How is the device likely to be used? • Battery • What is the (daily) usage pattern? • Comms • Device integrated, two part, system integrated • Peripherals • Deployed to maximise the benefits gained from mobile enterprise. • Optimised to maximise the users productivity. Architecture and Usage Study

16. Connectivity (1) • Data Type • Voice, data, packet data • Coverage • Geography • Speed • 1Kb or 1Mb • Capacity • Of the network (you and others) Architecture and Usage Study

17. Connectivity (2) • Reliability • Do you require 100% availability • Latency • Does usage requirement need real-time connectivity. • Protocols supported • Do you have any specific protocol requirements, • Can you maximise protocol flexibility. • Support • Is the right support available to meet the user requirements. Architecture and Usage Study

18. Pilot Build and Evaluation • In house or outsourced? • Access to skills, experience and resources. • Requests for proposals • Hardware, software, communications and any outsourced services. • Vendor selection • Development • Client application(s), middleware and serverware. Pilot Build and Evaluation

19. Pilot Build and Evaluation • Testing • in the lab andin the field. • Training • Use a small group of users gather feedback. • Training of support personnel • Documentation • Creation of documentation and training manuals • Pilot trial • Feedback • Gather feedback from testing and make necessary changes. • Measure effectiveness Pilot Build and Evaluation

20. Operational Build and Deployment • “Multiple (mobile) devices per user will require more intelligent systems to monitor and deploy mission critical applications. Asset management, application deployment and data reconciliation will require advanced directory-based systems and systems management tools.” META Group Operational Build and Deployment

21. Operational Build and Deployment • Security • Data • Devices • Training • users • Interfacers • Process owners • Deployment tasks • Install mobile device applications • Configuring local servers/gateways • Air time agreements, SLAs, Approvals • Inventory management devices & s/w licences • Packaging & shipment logistics Operational Build and Deployment

22. Operational Build and Deployment • Deployment implementation • DIY • Internally managed • Buy-in • Outsource deployment management • WASP - pipe and monthly fee • Outsource deployment management • Outsource device management • Outsource device ownership • Hosting messaging server • Feedback • Continue to gather feedback and make improvements • Measure effectiveness • People and processes Operational Build and Deployment

23. Device Management and Support • Remember virtual costs…… • The potential loss of thousands of company dollars, in addition to productivity losses. Device Management and Support

24. Device Management and Support • Device Management • Automatemanagement and maintenance including anti-virus, etc • Device Health • Monitor the health and performance of EPOC OS devices. Troubleshoot, diagnose andself- heal” problems • Asset Management • Replacement – lost or stolen • Rebuild – damaged or not running properly • Management hardware warranties Device Management and Support

25. Device Management and Support • Application Management • Automate deployment, maintainence and updating of business critical applications. • Backup and restore critical business information • Communications Costs • Manage the costs associated with occasionally connected users. • Minimising the time mobile users spend online • Maximise the value from each connection • Measure carrier service level agreement performance. • User support • Phone, email etc Device Management and Support

26. Deploying the Mobile Enterprise Service Outsource Device Management and Support Consultancy Operational Build and Deployment Pilot Build and Evaluation Architecture and Usage Study Requirements Definition