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Develop a
comprehensive handheld device program
1. Inventory all existing devices used by employees.
2. Determine the types of applications to be accessed or deployed.
3. Create an internal data access policy.
4. Address internal and external security problems.
5. Select and deploy a management solution.
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Harness the power of mobile devices by implementing a
full-fledged management program
WITH THE INFILTRATION of handheld devices into enterprise operations, IT
organizations face new challenges. Although the devices offer workers more
flexibility and can increase productivity, managing them within an
organization can be tricky.
While IT leaders struggle to track handheld devices and distribute software
and resources for troubleshooting, corporate employees are in need of a
standardized program to take full advantage of these devices. In most
organizations, IT managers don't yet have a handle on the devices that their
employees are using. Yet increasingly, IT departments are finding the need to
consider standardizing equipment across the enterprise. (See our
illustration, "Management suites ready handhelds for enterprise use.")
Handheld or mobile devices, including PDAs, Palm devices, smart phones, and
interactive pagers, can be used for much more than simply keeping contact and
to-do lists. These devices are being used with shared databases, group
calendars, groupware, and e-mail as well as other enterprise-critical
applications such as SFA (sales-force automation), CRM (customer relationship
management), and customized applications for numerous vertical industries.
In many cases, mobile devices have replaced paper-based business functions.
Sales forces are big users of mobile applications for accessing customer and
product information for pricing, inventory, or even placing orders.
Responsible for managing all of the various devices and securing the flow of
critical data, IT departments are affected the most from the extra demands of
answering to handheld users. Corporations dedicated to implementing a
standardized handheld program should seriously consider incorporating
handheld devices into their overall management strategy.
Where
to start?
Getting a handle on a mobile device program starts with taking a detailed
inventory of the handheld devices your employees are using. Both
company-owned and employee-owned devices are fair game if they are used for
work. It is important to inventory not only the system requirements of each
device but also the specific need of each job or department.
To work properly and efficiently, some applications require upgrades or
replacements of devices. Determine the hardware requirements necessary to
access the information. Different devices are better equipped to handle
different types of data access.
A Palm Pilot's sizable screen is better suited to provide a sales
representative with critical information regarding customer accounts, for
example, whereas a smart phone, with its small screen, is better for
accessing contact information.
Each device being used should be properly configured for supporting each
employee's or department's specific job functions. For example, each device a
company supports needs to be compatible with and able to access the software
it will deploy.
If employees purchased their own handheld devices, determine how your company
will support their equipment. Many organizations set standards for software
and hardware use so that IT staffs aren't required to know everything; it can
be a big expense to support whatever end-users want. But it is difficult to
control which devices people purchase on their own. Some companies offer
minimal support in the way of FAQ documents on an intranet along with links
to vendor Web sites.
In addition, IT departments should create an internal data access policy. Determine
who needs access to which data. User profiles should be created to set access
rights. When users connect to the server, they should be configured
automatically with the appropriate software, upgrades, and access privileges.
Policies regarding who gets access to corporate-sensitive information backup
routines and virus checks should also be put into place.
Security concerns need to be addressed. It is important that data is
protected with an encryption solution, such as an SSL (Secure Sockets Layer)
system. If a device is lost or stolen, access rights should be disabled to
protect information.
Management
is a necessity
Without the proper management tools, handheld devices can drain IT resources
quickly because many handheld users depend heavily on IT for support.
Management tools help drive down total cost of ownership and increase
productivity and availability of the IT department and help desk staff.
Once inventory has been taken and security issues addressed, management
solutions will help organizations get a handle on managing and integrating
handheld devices into the business process. Management solutions will help
distribute software and upgrades and track devices, making the devices easier
to manage and reducing the time and cost associated with support.
Market leaders include Callisto Orbiter, XcelleNet Afaria, Mobile Automation
Command Server, and Extended Systems XTNDConnect Server (soon to be acquired
by Palm). Traditional LAN management software solutions such as On Technology
and Tivoli also support mobile devices.
Management solutions include a server component and a client component
installed on every device. Initial implementation of management systems can
be tough, as IT workers will need to touch each device or rely on the end-user
to take on the responsibility, which can introduce errors. Organizations can
expect to spend between $9,000 to $40,000 on the server component and an
average of $50 to $100 per seat for the number of devices supported. But the
overall cost saved in support costs down the road is well worth the initial
investment.
Critical
to the organization
With a comprehensive handheld device strategy in place, corporate executives
will view the technology as a powerful, cost-effective opportunity to enhance
the effectiveness of their information systems, increase productivity for the
mobile work force, and gain a competitive edge. IT departments will also be
able to successfully manage an enterprise full of handheld users without
sacrificing other IT initiatives.
Handheld devices can be successfully integrated into the enterprise if the
devices are managed and supported by IT departments. With proper planning and
management tools, IT managers can track assets as well as help troubleshoot
when problems occur. Such a program will reduce the total cost of ownership
and increase productivity for individual workers and for entire departments.
Related
article
Strategy:
Building a wireless infrastructure
Free-lance
writer Lori Mitchell covers many
Web-based technical solutions. She can be reached at LoriMitch2001@Yahoo.com.
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