techinsights report: enterprise mobility– it’s all about ... · the byod trend opened...

TechInsights Report: Enterprise Mobility– It’s All About the Apps

WHITE PAPER | November 2013

2 | TechInsights Report | November 2013 ca.com

Executive Summary

It’s time for IT to turn the tables. Instead of having end users smuggle in the apps they want to use despite what IT supports, IT can become the originator of creative, functional, enterprise-ready mobile apps for internal and external customers. IT is the source, not simply the supporter or supervisor.

The BYOD trend opened enterprise end users’ eyes to a new world of apps, but consumerization also forced IT into reactive mode, in some cases scrambling to keep up with employee demand. With the know-how of consumerization now under their belts, IT leaders can make the latest mobility push work for them by anticipating the apps customers want before they know they want them. Now is the time for IT to take control and work proactively with the business to understand their needs and deliver apps that solve real business problems, wow customers and generate revenue.

New research commissioned by CA Technologies and conducted by Vanson Bourne in May-July 2013 shows the majority of 1,300 senior IT decision-makers surveyed already have or intend to implement an enterprise-wide mobility strategy. The data also revealed that while external customer initiatives are now outpacing internal BYOD projects on IT priority lists, both still need to be addressed. And for those already taking charge of mobility, the benefits are tangible: between 17% and 24% improvement in time-to-market, revenue, increased customer satisfaction, better employee productivity and retention/recruitment, and lower costs.

While the benefits of mobility are great, concerns over security and privacy, multiple platform support, as well as budget constraints and lack of appropriately skilled personnel could slow mobility efforts. This research paper will help IT leaders:

• Drive mobility projects to meet the needs of internal and external customers;

• Identify the need to build a strong, enterprise-wide mobility strategy;

• Mitigate concerns over securing mobile apps and environments to protect end-user privacy;

• Understand the investments needed in training, technology and talent to support successful mobility initiatives; and

• Recognize the benefits a successful mobility strategy can bring.


Figure A.

Why is your organization looking to implement mobility projects?

Total: 1270

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

42%An increased demand from customers usingmobile devices

39%A need to formalize how our employees access our infrastructure through mobile devices

39%Need to increase security of mobile access to critical data and applications

33%Improve the overall experience of ourend customers

30%Increased demand from employees using their own personal devices at work

26%Improve customer support

25%Ability to move into new/emerging markets or channels

16%Increase our customer base and grow revenue

10%Keep up with or out-pace competitors

What Drives the Need For Mobility Projects?

Big Opportunities Lie in Delivering Mobile Apps Employees and customers have already embraced mobile devices, but the opportunity to introduce them to unique, task-specific mobile apps is now in the hands of IT organizations worldwide. And the majority of those polled recently agree that in addition to internal BYOD projects and mitigating security risks, customer-facing apps and customer-driven mobility projects are now among their highest mobility priorities.

Some 42% indicated an increased demand from customers, another 33% want to improve the overall customer experience and 26% pointed to a need to improve customer support all as reasons to implement mobility projects. It is clear that customer demand and, ultimately, the desire to remain competitive have IT organizations putting mobility first when considering new or updated applications (see Figure A).


Figure B.

What of your mobility projects is given the greatest priority?

Total: 1270

37%

24%39%

Customer-facing mobileapps and device support

Internal BYOD andmanaging employee devices

Internal employee-facingmobile apps

Top Priority Mobile Projects

When asked to weigh their priorities, senior IT decision-makers worldwide all place the greatest importance on customer-facing mobile apps and device support. But, internal employee-facing mobile apps is also on the list of priorities, reinforcing the need for IT organizations to not only deliver innovative apps to external customers, but to also continue to offer cutting-edge technology to employees that consume IT services (see Figure B).

The research detailed in Figure B also proves the era of the device is giving way to an increased focus on mobile apps, which can provide businesses a means to differentiate themselves from the competitors and draw new customers with creative and efficient mobile app related approaches to existing problems. Developing truly unique mobile apps enables an IT organization to flex their creative muscles, help outpace competitors and impress current and new customers. Mobile apps are now the means for IT organizations to effectively deliver new services and distinguish their companies from the competition.


Mobility Success Requires an Enterprise-wide StrategyAs with most facets of IT, the less siloed the approach, the better. The same holds true for enterprise mobility. Traditionally, IT operated within segmented areas of expertise, but that model doesn’t stand up to today’s disruptive trends and driving technologies. Mobility is just one of many areas that now require a holistic approach across IT domains to achieve the most success.

This study uncovered the impact mobility has had on IT organizations worldwide and revealed how the effects of mobility will run through every aspect of an enterprise environment. Mobility has already affected security, budgets, development, organizational structure, staff and more (see Figure C).

Figure C.

Has your organization had to make any changes in the wake of the increased adoption of mobile devices in general (please select three)?

Total: 1300

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

40%Redesign our security strategy and policies

34%Realign budgets and/or shift funding to mobile initiatives

32%Change how IT interacts with other departments

31%Support more platforms

27%Train staff on supporting mobile platforms

22%Rethink our IT strategy

17%The dev and ops have had to work better together (DevOps)

4%Mobility has no impact

34%Change the structure of the organization and realign roles

20%Recruit new employees that understand mobile platforms

The Impact of Mobile Adoption


Mobility impacts the overwhelming majority of IT organizations ( just 4% reported no impact at all) and therefore requires both tactical and strategic plans to address the immediate needs (such as developing mobile-ready apps) as well as anticipate long-term needs (such as training staff on multiple mobile platforms). Organizational changes, such as more collaboration between development and IT operations known as DevOps, also require significant time and resource commitments from an organization.

Reasons such as these and more covered in the responses in Figure C demonstrate why it is critical IT organizations and the companies they serve begin to develop enterprise-wide mobility strategies now. This study shows that 38% of respondents worldwide have already adopted this approach, and 22% expect to do so within a year (see Figure D).

Figure D.

Does your organization have a single, company-wide mobility strategy in place?

Total: 1270

Adoption of Enterprise-wide Mobility Strategies

38%

22%

18%

12%10%

Yes

Will have in 1 year

Will have in 2 years

Will have sometime >2 years

Never will have

Still many do not have enterprise-level plans for mobility in the coming months, potentially putting them at competitive risk. Forty percent of respondents have designated a mobile team that handles issues as they arise, while more than one-third concedes they could be doing more with mobility. Nearly 30% recognize the need to bring mobility projects into “one cohesive whole, but find it too difficult” (see Figure E).


Security, Skills and IT Spend Remain Sticking PointsThe absence of an enterprise-wide strategy among respondents most likely isn’t for lack of consideration. But, inserting mobility into multiple IT domains requires technology adoption, updated security approaches, and also cultural changes that are often the most challenging. The rapid uptick in mobile device use, now driving the demand for more mobile apps, took some IT organizations off guard and many likely resolved issues tactically on a one-off basis, without formalizing a strategy.

Now as the opportunity to deliver mobile apps presents itself to many in this study, there isn’t one single challenge presenting a roadblock to developing an enterprise-wide strategy; there are several. Just 7% said they would anticipate no challenges in implementing mobility initiatives. The majority of survey respondents identified many challenges they would experience as a result of a mobility implementation (see Figure F).

Figure E.

Even though you do not have a company-wide mobility strategy, which of the following describes your organization’s mobility activities at present (select all that apply)?

Total: 810

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

40%We have a single team that undertakesmobility projects as and when they arise

34%We feel that we could be doing more with mobility

29%We are working on many different mobility projects

29%We want to bring our mobility projects together into onecohesive whole but find it too difficult

20%Mobility projects are driven by the businessdepartments and IT supports them

4%Mobility projects are not of interest to us at all

28%We outsource the majority of our mobilitywork to an external provider

The State of Mobility in the Enterprise


As with many disruptive technologies, securing the new apps, environments or platforms becomes a top concern for adopters. For this study, one-third of respondents not only identified security or privacy concerns as the primary challenge for their organization, about a fifth (18%) also noted legal of compliance issues, a subset of security in some cases.

New technologies can help organizations secure the mobile back-end infrastructures, mobile apps, mobile data and the APIs applications use to enable mobility. Mobile identity and access management move the security controls to focus on the end user, meaning regardless of the device used to access the app or the data it holds, the same policies would apply. IT organizations must consider updating their current security approaches to those that would build security into new mobile applications or wrap security around legacy apps now being designed for mobility.

Applying these new approaches and technologies will no doubt require new skills in IT organizations. That means there will be a mandate for training existing staff or funds to attract and retain new talent. About one-quarter (24%) of respondents identified the “lack of in-house mobile development talent and skills” as a challenge to implementing mobility initiatives.

The need to invest in mobility technology and talent will cause a re-allocation within IT budgets as well, the research revealed. According to this study, IT spending on mobility will increase 50% over three years from an average of 12% of the overall IT budget today to 18% (see Figure G).

Figure F.

What challenges do you see from an organization like yours implementing mobility initiatives (please select up to 3)?

Total: 1300

0% 5% 10% 15% 20% 25% 30% 35%

24%Lack of in-house mobile development talent and skills

27%Developing apps across different platforms simultaneously

30%Lack of sufficient budget for mobility initiatives

33%Security or privacy concerns

24%Getting support from all relevant departmentswithin the org

22%Lack of interest or commitment from the top management

19%Consistent user experience across platforms and devices

19%Meeting time to market and quality requirements

16%Testing and managing apps across differentplatforms/devices

15%Integrating mobile apps with existing systemsand processes

18%Legal or compliance issues

Mobility Challenges


Figure G.

What percentage of company-wide IT budget is being spent on mobility projects this year and in three years’ time?

Total: 1300

Figure H.

What percentage of spend on mobility comes from departments other than the IT department both now and in three years’ time?

Total: 1300

0% 5% 10% 15% 20%

12%

Average % of IT spending on mobility in 3 years 18%

Average % of IT spending on mobility today

0% 5% 10% 15%

Average % of mobility spending outside IT in 3 years

Average % of mobility spending outside IT today

14%

9%

Percent of IT Budgets Spent on Mobility Now and in Three Years

Percent of Spending on Mobility Outside the IT Department Now and in Three Years

Some of the investment in mobility initiatives will happen outside of IT in individual business departments which will put more pressure on IT to become the leader in mobility innovation for their businesses. Respondents see the average percent of spending on mobility outside the IT department will increase 55% in three years, from 9% to 14% (see Figure H).

The Payoff of Mobility: Quantifiable Business BenefitsAs mobility drivers increasingly center on the customers, so do the benefits. Tackling mobility initiatives will require IT organizations to establish enterprise-wide strategies and secure new platforms and applications, but it will also deliver improved customer satisfaction, more customers using mobile software and increased revenue. Benefits are both external and internal, including both customer experience as well as employee productivity.

For the respondents of this survey, more than 75% have already seen or anticipate seeing a wide range of these mobility benefits, but it is notable that the #1 benefit seen or anticipated by 86% of respondents is an increase in customer satisfaction (see Figure I). It is clear that enterprises today recognize how critical a mobile strategy is to ensuring that their customers are happy and motivated to continue doing business with them.


For those organizations in this study already reaping the rewards of mobility initiatives, the results are quantifiable and tangible. Senior IT decision-makers worldwide report: customer satisfaction improvements of nearly 24%; employee retention and recruitment efforts improving by more than 21%; and employee productivity increases of 21%, just to name a few (see Figure J).

Figure I.

What benefits have you seen or do you anticipate seeing from implementing mobility initiatives?

Total: 1270

Figure J.

What has been the percentage improvement, increase or reduction for each of the quantifiable benefits you have seen?

Asked of those who have experienced benefits, number varies by option.

Already seen Anticipated to see

34% 52% 86%Increase in customer satisfaction

32% 51% 83%More customers using our software/services

36% 47% 83%Increase in employee productivity

36% 45% 81%Acceleration in time-to-market for delivering new apps and services

35% 42% 77%Increase in employee retention or recruitment

26% 50% 76%Revenue increase from customer-facing mobility apps

34% 42% 76%Cost savings from BYOD programs

Mobility Benefits

Mobility Improvement Results

Metric Percent Improvement

Increase in customer satisfaction 24%

Increase in employee retention or recruitment 21%

More customers using our software/services 21%

Increase in employee productivity 21%

Revenue increase from customer-facing mobility apps 20%

Cost savings from BYOD programs 17%

Acceleration in time-to-market for delivering new apps and services 17%


Mobility Next Steps and Advice If you haven’t already acted, the time to take control of mobility is now. The opportunity to proactively develop, deliver, manage and support innovative mobile apps and securely manage multiple platforms and devices is too big to ignore.

Here CA Technologies offers guidance based both on the findings of this research as well as the experience our experts have gathered from customers currently achieving great success with mobility in real-world environments. There will be challenges, but the rewards will outweigh them tenfold.

Establish an enterprise-wide mobility strategy. History doesn’t lie. Companies don’t achieve success with disruptive trends with one-off, siloed approaches. The mobility strategy must encompass everything from development to operations to business processes and more to truly be successful. Otherwise efforts could be lost to pockets of innovation not fully realized by the entire organization.

Identify team players from key IT domains for input. An enterprise-wide strategy won’t happen overnight. Cull input from experts across IT domains who can weigh in on the tools, technologies and talents already in place and those still needed to support the strategy. All this should tie to the larger business goals and objectives of the individual businesses and other corporate mandates like employee and customer satisfaction. Use these players to get an inventory of what you already have and what you still need to make mobility happen.

Adopt DevOps principals to increase collaboration among disparate teams. Collaboration among teams is critical to the success of enterprise mobility initiatives. Consider the tenets of DevOps to help break down the cultural walls that could hinder mobility efforts. For more insight on how leading businesses are succeeding with DevOps, see the companion report titled TechInsights Report: What Smart Businesses Know About DevOps.

Invest in mobile-specific security tools to mitigate risks. Mobile is a new environment for many, and with any new environment, also come unknown (at least to you) risks. Invest in tools to help secure not only mobile applications and devices, but also the data residing within them. Investigate API management technology to better understand how it could boost your mobile security and development efforts.

Train and recruit mobile development talent to accelerate internal efforts. It’s no surprise mobile development skills are in demand today; companies are creating new and revamping legacy apps to perform in this new, highly mobile world. Discover the hidden mobile talents you may have in your organization and earmark budget dollars for training and new talent if you are lacking the needed skills.

http://www.ca.com/us/collateral/white-papers/na/TechInsights-Report-What-Smart-Businesses-Know-About-DevOps.aspx

http://www.ca.com/us/collateral/white-papers/na/TechInsights-Report-What-Smart-Businesses-Know-About-DevOps.aspx

12 | TechInsights Report | November 2013

Copyright © 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CS200-34713_1013

About CA TechnologiesCA Technologies (NASDAQ: CA) provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations leverage CA Technologies software and SaaS solutions to accelerate innovation, transform infrastructure and secure data and identities, from the data center to the cloud. Learn more about CA Technologies at ca.com.

Connect with CA Technologies at ca.com

MethodologyThis global study was conducted online by Vanson Bourne in May-July 2013 with 1,300 senior IT decision-makers at enterprise organizations across five industry verticals of financial services, healthcare, manufacturing, public sector and telecommunications. The survey was conducted in the following geographies:

• Americas: United States, Brazil

• Europe: U.K., France, Germany, Italy, Switzerland, Iberia (Spain/Portugal), the Netherlands, the Nordics, Israel

• APAC: Australia, China, India, Japan, Singapore, South Korea

Respondents were required to hold IT executive, management, project lead or enterprise architect titles at enterprise organizations with revenues (or equivalent) of at least $100M.

For More Information For further information on this TechInsights Report as well as the latest news and research on other key technology trends, visit ca.com/techinsights.

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www.ca.com/techinsights

techinsights report: enterprise mobility– it’s all about ... · the byod trend opened...

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