CENTER OF EXCELLENCE BUILD A MOBILE. Avoid Shadow IT with Standardized Processes and Tools to Orchestrate Apps and Devices

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1 BUILD A MOBILE CENTER OF EXCELLENCE MOBILITY WHITE PAPER MAY 2016 Avoid Shadow IT with Standardized Processes and Tools to Orchestrate Apps and Devices

2 MOBILITY MUST BE MANAGED The rise of mobility has made it crucial for enterprises to effectively manage mobile devices and their apps. Both employees and customers demand convenience and innovation in mobility, and enterprise IT organizations face significant challenges in satisfying those needs while keeping up with rapid advances in mobile technology. In developing a strategy to deal with mobility s challenges, enterprises need to reach beyond traditional models to clearly define the user experience and the business processes related to that user experience. Compounding those challenges is the emergence within enterprises of internal disruptions such as shadow IT and ad hoc mobile app development. Lines of business (LOBs) often perceive IT organizations as not being able to act quickly enough, and they ll take IT matters into their own hands. But such distributed IT can be costly and inefficient, as enterprises lose economies of scale through duplication and wastefulness. Rogue users and ad hoc development in the enterprise also breed other issues, including a lack of standards, inconsistent processes and increased security risks. These disruptions can be mitigated with a Mobile Center of Excellence (mcoe) that uses a service management approach and involves a cross-functional team representing stakeholders from across an enterprise. The mcoe should use a standard orchestration platform to centralize the management of devices, apps, processes and infrastructure, as well as to establish a consistent set of policies, best practices, processes, and reference architectures to enable successful mobility initiatives throughout the enterprise. KEY ENTERPRISE CHALLENGES In developing a strategy to deal with mobility s challenges, enterprises need to reach beyond traditional models to clearly define the user experience and the business processes related to that user experience. Enterprises should focus on what is core to their business and align the LOBs to avoid duplication. Key challenges facing enterprises today include: Rapidly Changing Technology: Enterprises are in a constant race to keep up with the quickly changing mobile landscape. Customers are demanding that companies provide new ways of engagement and new ways to use products and services. The rise of the Internet of Things means that sensors are increasingly pervasive, and enterprises have to extract information from multiple data points in a meaningful way. And, partners are pressuring enterprises not only for cost reductions, but also for faster delivery of new products and services. As enterprises digitize their operations, they must deliver an omnichannel experience that satisfies the wants and needs of all channels and constituents. Mobility affords that opportunity. Cloud Integration: In enterprises, much of the infrastructure, workloads and IT services are moving to the cloud and mobility is the primary point of adoption for these new models of engagement and consumption. Enterprises need to integrate mobile-related technology with cloud technology, and deal with the security, accessibility and management challenges that come with it. Application Development: Enterprise developers must build new applications for mobile assets as well as support applications that already reside on mobile devices. They must design interfaces that provide a user-friendly consumer-grade experience while meeting the needs of disparate LOBs, ranging from finance and sales to human resources (HR) and procurement. In addition, they must target the optimal delivery platforms. Development and testing efforts have to be streamlined to enable consistent deployment. 2 BUILD A MOBILE CENTER OF EXCELLENCE

3 CORNERSTONES OF A MOBILE CENTER OF EXCELLENCE As mobile devices proliferate, an mcoe can enable the entire enterprise to take advantage of the many opportunities and benefits mobility provides in a digital transformation. An mcoe can help companies identify needs, capture best practices, and centralize standards, governance and management. With a focus on establishing strong leadership and well-defined policies, the four key functions of an mcoe are: A mobility orchestration platform lets enterprises merge applications, devices and back-end infrastructure into a single platform. 1. Involve Key Stakeholders. The mcoe should operate in the interests of all stakeholders and include all LOBs, finance and HR, with the backing of executive sponsorship. The mcoe should address user requirements and security, and define standards relevant to mobility. Once the key stakeholders are agreed, the mcoe can build a foundation, starting with governance. 2. Manage Innovation. As enterprises start bringing in new business models and stakeholders start bringing in new mobile devices, enterprises must provide tools that let employees do their jobs. An mcoe provides a platform for educating IT and for bringing the IT organization up to speed. Along with innovation management comes change management, so an mcoe has to be laser-focused on helping employees, customers and suppliers understand the many changes taking place. 3. Focus on Technology Infrastructure. An mcoe should take into account the global technology architecture and how the tools and technologies will be managed. Here, the key is life-cycle management. The mcoe must put the appropriate platform and infrastructure in place to ensure effective management across the life cycle of mobile assets. Distributed apps running in the cloud are a good example of a technology that can increase efficiency while reducing costs. 4. Implement Program Management. To successfully run an mcoe, enterprises need to define a program management office (PMO) model that fits well with the corporate operational structure. For example, companies can manage an mcoe at the corporate level so every entity in every business unit can use the same team to build and manage its applications. Or, large companies can establish distributed teams that collaborate with a corporate leadership team that supports them. The PMO approach helps ensure enterprise-wide visibility and sufficient involvement of all stakeholders. ESTABLISH AN ORCHESTRATION PLATFORM To enable all of this and more, an mcoe needs a digital platform that can centralize app management, deploy apps faster, reduce costs and, ideally, transform ideas into applications. A mobility orchestration platform lets enterprises merge applications, devices and back-end infrastructure into a single platform. This allows the mcoe to control end-to-end processes for developing and enhancing digital applications and provides managers with instant access to critical information. A centralized platform that works effectively also provides a desirable alternative to rogue users engaging in shadow IT and ad hoc app development. A mobility orchestration platform can support many different styles of users, including system administrators and mobile device managers. It can support integration with the cloud and back-end application development systems. And it can provide a comprehensive set of graphic dashboards, data filters and control features for managing digital applications and devices. In addition, the platform provides a much-needed common set of development tools. Because many organizations outsource mobile app development to a variety of specialty vendors across multiple LOBs and regions, the work happens at different times, so the technology and architecture are often inconsistent. This means various apps eventually become obsolete and have to be rewritten, usually by yet another 3 BUILD A MOBILE CENTER OF EXCELLENCE

4 vendor. With an mcoe and a mobility orchestration platform, both internal IT and external vendors can use a common set of tools and the same architecture and processes, allowing for better control of activities inside and outside of the enterprise. A mobility orchestration platform provides many other significant benefits, such as real-time access to detailed data on how devices and applications are used in the field. Administrators can use adapters to track applications, and the information gathered can provide valuable metrics to guide future development and spending priorities. A platform can also help manage user notifications and inform managers about the amount of resources being used each month. In short, strategically deploying an orchestration platform will provide a solid and consistent foundation for increased innovation and improved customer experience. Business and mobility are moving at digital speed, requiring IT to step up and meet the challenge. Establishing an mcoe can address the common perception that delivering IT services takes too long. Launching an mcoe won t completely eliminate internal enterprise disruptions, such as shadow IT and ad hoc app development. There will always be rogue employees. However, building an mcoe and establishing a solid mobility orchestration platform can reduce these kinds of activities, and that s a big win. 4 BUILD A MOBILE CENTER OF EXCELLENCE

5 Regional CSC Headquarters The Americas 1775 Tysons Boulevard Tysons, VA United States Asia, Middle East, Africa Level 9, UE BizHub East 6 Changi Business Park Avenue 1 Singapore Republic of Singapore Australia 26 Talavera Road Macquarie Park, NSW 2113 Australia +61(2) Central and Eastern Europe Abraham-Lincoln-Park Wiesbaden Germany Nordic and Baltic Region Retortvej 8 DK-2500 Valby Denmark South and West Europe Tour Carpe Diem 31 Place Des Corolles CS Paris la Defense Cedex France UK, Ireland and Netherlands Floor 4 One Pancras Square London N1C 4AG United Kingdom About CSC CSC is a global leader in next-generation IT services and solutions. The company s mission is to enable superior returns on our clients technology investments through best-in-class industry solutions, domain expertise and global scale. For more information, visit us at csc.com Computer Sciences Corporation. All rights reserved. Tracking Code Here 06/2016