Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever!

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1 Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever!

2 Executive Summary: The Survey at a Glance Small and medium-sized businesses in the DACH region are also seeing a growth in the number of employees who use mobile devices such as tablets and smartphones. This presents a number of problems for IT organizations as the number and diversity of mobile devices is increasing workloads and the level of complexity for the Service Desk. In the survey, 57 percent of IT professionals indicated that an adequate solution for managing mobile devices is not currently used in their organization. Only seven percent could confirm that the ITSM tool used in their company could also support mobile devices. The issue of licensing was clearly also a sore point: 30 percent of those polled had to admit that their company does not have a license management solution for mobile devices and apps. Content 4 The 5 The 6 Service Reality: Smartphones and Tablets but No Adequate MDM Solution Challenge: Workplace Management with Mobile Devices Desks in Companies: Not Properly Prepared for Mobility 9 The Matrix42 Approach: The Solution Is Simplicity Conclusion: Using Mobile ITSM to Counter the Rapid Growth in Mobility Appendix: Survey Implementation and Demography 7 Reasons: Why Is Mobility Characterized by such a High Degree of Complexity? 8 Critical and Unresolved: License Management in the Mobile World Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 2

3 Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! Nowadays, the use of mobile devices in companies is generally taken for granted. However, a survey conducted by Matrix42 of 1,500 attendees at a recent trade show reveals that many companies are not properly prepared for the rapid growth in mobility that is currently sweeping across the IT departments of German companies. Not only are the solutions that are used by companies for IT Service Management (ITSM) mostly incapable of coping with the complexity that s found its way into company networks as a result of mobile end devices and apps, many companies are still in the very early stages when it comes to compliance and license management for mobile devices and solutions. Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 3

4 The Reality: Smartphones and Tablets but No Adequate MDM Solution A brief glance at the IT end devices that are currently used by a large number of employees in German companies for day-to-day tasks shows that the situation has changed dramatically during the last five years: Mobile devices such as smartphones and tablets have taken both private and professional users by storm. The survey carried out by Matrix42 also made it clear that Apple ios and Android devices are largely used in the majority of organizations. Which Smartphone Operating Systems Are Used in your Company? 100 % 80 % 60 % 40 % 20 % 0 % Very low use (< 10 % of employees) Low use (10 % to 29 % of employees) Normal use (30 % to 69 % of employees) High use (70 % to 89 % of employees) Very high use (90 % to 100 % of employees) Apple ios Google Android Windows Phone Blackberry OS Others Although the modern development towards mobile workers who can access their work and data while always on seems in many ways to have happened already, the survey revealed huge deficits when it comes to topics such as the management and support of mobile devices as well as compliance and license management. 57 percent of the companies that were surveyed said that they do not currently have an adequate solution for managing these devices. Do You Know how your Mobile Device Management (MDM) Is Currently Operated? No Mobile Device Management is available 31 % I don t know 26 % On-premise 17 % Cloud / SaaS 16 % Both 9 % Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 4

5 The Challenge: Workplace Management with Mobile Devices We cannot deny that traditional workplaces with permanently installed PCs, which used to be allocated to a single user, are slowly but surely losing their right to exist. These stationary workplaces are giving way to mobile and flexible work environments that are presenting new challenges to IT teams and Service Desks, in particular: Mobility generates a multi-device work environment that must also be managed and supported by Service Desk staff. What Do You Think Are the Greatest Challenges Facing Workplace Management with Mobile Devices? (Multiple Answers Possible) Data protection Separation of private and business data and apps 21 % 33 % Access to apps and data Legal regulations Interfaces to business apps License management Lack of mobility strategy No IT support 8 % 7 % 6 % 6 % 5 % 13 % The respondents were also aware of these difficulties: 30 percent of respondents said that data protection was the greatest challenge for the management and support of mobile devices and 21 percent of those polled identified the separation of private and business data as a decisive factor for workplace management that in many ways also affects safety. The answers to the question concerning the number of tickets in the respondents company that previously involved mobile devices are also parti cularly interesting in this context: 59 percent of the organizations that were surveyed stated that this figure was between zero (!) and a maximum of 29 percent. Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 5

6 Service Desks in Companies: Not Properly Prepared for Mobility The question that remains then is Why does it seem so difficult for many companies to manage and support mobile devices in the way that IT professionals have been doing for years with PCs and mobile devices such as notebooks and laptops? The answers to the question in the survey concerning the facilities and options available to IT support for supporting and maintaining mobile devices such as smartphones and tablets show a completely different picture. Which Facilities and Options Are Available to your IT Support Team for Supporting Mobile Devices? Training of IT support staff (ios, Android) 24 % Nothing 22 % Guidelines for using mobile devices 19 % MDM tool 13 % Social networks for peer-to-peer support 10 % ITSM tool 7 % I don t know 5 % Other options 1 % 20 percent of those questioned had to admit that their own IT support staff are simply unable to offer users support when it comes to problems with mobile devices, even though 24 percent of the companies that were surveyed stated that their IT support staff have received training in the ios and Android operating systems. For mobile devices too, the solution to this problem is to combine the right IT Service Management (ITSM) with the right tools. However, a mere seven percent of survey respondents could claim that their ITSM solution also covers this increasingly important field of IT infrastructure. Many IT managers and administrators currently face the situation that further efforts are needed to cope with the increasing day-to-day use of mobile devices in their companies. They are quickly realizing that the Service Desk s task of managing and supporting mobile users is much more complex and extensive than many IT professionals perhaps initially thought. They are powerless in the face of this dramatic rise in com plexity, which is the inevitable result of their users new-found mobility. Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 6

7 Reasons: Why Is Mobility Characterized by such a High Degree of Complexity? Mobility is an extremely important topic for all companies. The IT managers and administrators involved in these issues, however, frequently find themselves confronted with the problem of increasing complexity. Why is this topic so multifaceted and why does it present a greater degree of diversity than was the case with the IT devices and applications that have been supported up to now? To solve this problem we must first look for the causes of this variance. A glance at the very heterogeneous and highly diversified landscape of mobile devices quickly reveals the factors that are primarily responsible for these difficulties: A very wide variety of applications and devices: Service Desk staff and administrators need to deal with a huge conglomerate of different end devices and applications. This is exacerbated by the fact that very few companies and users have introduced some form of standardization for mobile devices and applications. Most IT employees find themselves confronted with a mix of Android and ios devices as well as some Windows Phone devices and highly diverse hardware. The transformation of the workplace: The traditional workplace with its permanently installed PC for one user is increasingly giving way to a more topical paradigm. It s changing more and more to a work environment. Mobility inevitably results in a multidevice work environment that can quickly become a challenge for the Service Desk. For example, Service Desk staff need to know immediately which type of device a user is using when they contact them with a problem (such as my app isn t working again! ). A modern ITSM system must be able to meet this requirement. Merging of business and private boundaries: End users are increasingly using their private smartphones and tablets in company networks. This means that they also contact the Service Desk if they have a problem with these private devices. What should IT professionals do in this situation? The first thing they must do is quickly and clearly identify whether the device in question is an end device that belongs to the company or whether it is a private device that belongs to the user. The ITSM solution in use must have a good and comprehensive inventory aspect. These three central points clearly demonstrate how the growing mobility of workers and the associated diversity of devices and applications in company environments are definitely increasing the number of calls made to the Service Desk. In general, however, this is usually the one area of an IT department that is understaffed and where all requests are handled by only one or two employees. It is not possible to give these IT specialists more work to do as they simply cannot cope with any more and the option of taking on more staff is not usually up for discussion in most companies. Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 7

8 Critical and Unresolved: License Management in the Mobile Work Environment It is not only the mobile devices themselves that are presenting IT teams and Service Desks with new tasks and associated new problems. Along with the mobile devices, a completely new approach to purchasing and using software on these devices is also finding its way into the IT landscapes of companies. Apps are no longer installed on users PCs via carefully regulated software distributions. Instead, users now install the apps that they need or at least, think they need themselves (mostly from the app stores of operating system suppliers such as Apple or Google). This software chaos will inevitably remind long-serving IT professionals of the time when PCs were first introduced in companies. This proliferation was already a major problem back then. To restore order to the various networks and systems, the necessary service and management tools had to be developed and put into operation. What Do You Use to Manage the Licenses on your Mobile Devices? Nothing I don t know License management solution Enterprise App Store Include costs for apps in travel expenses Apple Volume Purchase Program (VPP) License vouchers 6 % 5 % 5 % 15 % 13 % 25 % 30 % An important part of this problem, and one that is unfortunately all too often criminally neglected by users, is the issue of licensing. Questions concerning licensing frequently remain unanswered, especially where apps, which are purchased and installed directly by the users on their devices, are concerned. The participants in this ITSM survey therefore also had to provide details of the technologies and solutions that are used in their companies to ensure that licenses are also managed correctly on mobile devices. The result was sobering and shows that greater mobility must also have an impact on license management. Over 50 percent of those polled do not use a license management system for mobile devices or were unable to say if and how this problem is solved in their company. Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 8

9 The Matrix42 Approach: The Solution Is Simplicity Matrix42 specialists are able to build on many years of experience in the areas of IT Service Management, Compliance and Mobility. In recent years, they have managed to identify the impact that the rapid expansion of user mobility and the use of many different end devices has already had and still has on these areas thanks to the many discussions conducted with companies from various sectors and the extensive customer projects they have been involved in. To summarize simply, these new working practices have an enormous influence on the entire area of IT Service Management. Mobility is the major topic for all companies and one that is bringing a new level of complexity to the Service Desk. IT managers who wish to tackle this complexity need to seamlessly integrate these mobility solutions into their existing ITSM tools. Matrix42 can help out here. Our smart solutions are designed to manage the increasingly complex choice of mobile devices in companies. IT SERVICE MANAGEMENT IN THE AGE OF THE CLOUD AND MOBILITY SUPPORT FOR MOBILE WORKING PRACTICES WORKSPACE 4.0 WORKSPACE 3.0 WORKSPACE 1.0 WORKSPACE 2.0 ONE WORKSPACE IT Service and Infrastructure Management for personal clouds Office/desk PC/laptop Multi-device work environment Devices/apps/date/ identities/it services Tied to a certain place Device-centered User-centered Service-oriented 1. Revolution (IT) 2. Revolution (PC) 3. Revolution (Mobility) 4. Revolution (Cloud) Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 9

10 Conclusion: Using Mobile ITSM to Counter the Rapid Growth in Mobility The survey carried out by Matrix42 at this year s CeBIT exhibition has brought the following fact to light: The rapid growth in mobility, which has already revolutionized the IT world of private users, is also affecting the world of professional users in companies. The survey also clearly shows that only a very few companies and IT organizations are already using ITSM solutions and software to manage their mobile end devices and successfully weather this storm: IT organizations and companies have a problem! The number of tickets will also inevitably increase along with the number of questions from users concerning how to solve problems specifically related to mobile devices and applications. The survey also showed that although the majority of IT professionals are well aware of the problem, German companies are not sufficiently equipped at present to successfully support the growing mobility trend at their Service Desks. Particularly when it comes to the requirements of the survey respondents, who clearly identify data protection and the separation of private and business data and applications as being the greatest challenges facing workspace management in the age of all-embracing mobility, it is clear that only intelligent ITSM solutions can help. In light of these problems, IT managers must invest in solutions that actively support Service Desk staff and administrators and directly alleviate the vast majority of these complex problems. The complexity that mobility is bringing to the Service Desk cannot be solved by introducing an even more complex IT Service Management system. Simplicity is the best solution here! If German companies want to weather this mobility storm successfully, then they must invest in automated tools for their Service Desks. This is the only way to ensure that employees, who in practice have neither the resources nor the time to fully deal with all aspects of the new technology, are properly supported in their work. Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 10

11 Appendix: Survey Implementation and Demography The Matrix42 survey entitled Mobile ITSM 2014 was conducted at the CeBIT trade show in March A total of 1,509 people were interviewed. 74 percent of those surveyed were recruited from small and mediumsized companies with fewer than 1,000 employees. In the survey, the participants answered a total of eight multiple choice and weighted questions on mobile ITSM. How Many Employees Are Employed in your Company? < 500 employees 64 % 500 1,000 employees 10 % 1,000 5,000 employees 13 % 5,000 10,000 employees 3 % > 10,000 employees 10 % Mobile Devices Conquer Companies: Mobile ITSM Is More Important than Ever! 11

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