Strategic Planning, B. Gammage, L. Fiering Research Note 26 September 2002 Client Devices: The RTE's First Line of Success A real-time enterprise (RTE) has to match client hardware with the needs of business processes. Failure to do so may compromise cycle times and workers' productivity, or result in costly overprovisioning. Core Topic Hardware Platforms: Client Platforms Key Issue How will desktop and mobile client platforms evolve during the next five years? Strategic Planning Assumptions By 2005, client devices will manage the RTE processes, provide alerts and monitor performance for 40 percent of workers in Type A enterprises (0.7 probability). At least 90 percent of the sit-down computing tasks that are PC-based today will still be PC-based in 2007 (0.8 probability). Real-time enterprise (RTE) workers have to exchange information and make related business and operational decisions within restricted, set times. Although these transactions are not always instantaneous, they still have to be carried out within this set time so as not to disrupt overall business cycles business management or customer-facing activities, for example. Taking too long in completing an exchange of information or transaction places revenue or efficiency at risk. This is where a client device the "interface" between the workers and the enterprise's business processes becomes an important component. Whether it is a PC, a personal digital assistant (PDA) or a smart phone, these devices need to do be able to do the job expected of them, so that those using them can do their job efficiently and in time. These devices must be closely matched to the needs of not just the enterprise's business goals, but also of individual workers. Although RTE processes can result in savings, there will be higher IT management costs because of the increased diversity and number of devices being used. The RTE Client Device The ability of workers to carry out their tasks within set times should be independent of any constraints in the devices they use. No single device is able to perform all the different functions necessary for the RTE. Moreover, they cannot create or drive RTE processes. Their role is to facilitate process interaction and, as such, they will eventually achieve utility status, just as the telephone has. Gartner Entire contents 2002 Gartner, Inc. All rights reserved. Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.
There are many ways in which devices will help workers and enterprises manage RTE processes: Keeping track of where people are, such as their physical location via Global Positioning System (GPS) technology for field workers, or of their calendar and queue status for support or knowledge workers. Sending alerts for required action. Providing computer-mediated responses. Monitoring performances. Devices can track both the availability and the location of workers through a variety of means. The calendars of individual workers can be checked before sending a request for an activity, for example. They can even be set to generate automatic responses to set expectations for response times or a worker's unavailability. In other cases, devices, including wearable computers, can be used to monitor a worker's location. Here, a location device might help a dispatcher determine the nearest taxi to a customer, or find the nearest service engineer or doctor to respond to an emergency. Although likely to be initially viewed with suspicion by workers, this capability will yield advantages to both the enterprise and the individual in terms of security. It will also enable better management and availability of resources. Once a worker's location or availability has been determined, the device can send an alert or a request for action to the user. Response times can be logged and alerts generated automatically in case of noncompliance or task-queue overflow. This will increase the RTE's ability to meet service-level commitments and allow for detailed and up-to-date records of a worker's performance. By 2005, these devices will manage the RTE processes, provide alerts and monitor the performance of 40 percent of workers in Type A enterprises (0.7 probability). The RTE Process Model Different types of process require different types of device. The major criteria for deciding how device requirements should be evaluated are: Acceptable response latency. Level of computer mediation required for the response. Level of mobility required by the worker. These three criteria can be used as axes (or dimensions) for modeling the needs of different RTE processes (see Figure 1). 26 September 2002 2
By correctly positioning each process within this model, the characteristics of a device can be more easily determined. Figure 1 Model for Evaluating the Needs of Processes in an RTE Response Latency Mobility Source: Gartner Research Computer Mediation Response Latency Worker performance in an RTE depends on response times for processes and alerts. Devices must help in ensuring that these cycle times are maintained. It is also essential that they do not add latency to any operations. Technical limitations arising from device-related issues whether hardware, software or interoperability represent unacceptable levels of risk to compliance with an RTE's business goals. However, the speed at which a device operates need not surpass the needs of the process or a worker's ability to process and use information. The best return on investment will come from matching latency needs, not exceeding them. The cost of moving from low to zero latency can be prohibitive. The availability and performance of an RTE device is determined by the shortest response time needed by the user. Point-of-sale (POS) workers, for example, need devices that can exchange information about purchases with financial and resource planning systems. Some POS information, such as authorizations for credit-card payments, must be transacted almost instantaneously. However, updates to financial and enterprise resource planning databases will likely have longer cycle times. Irrespective of the demands of other tasks, a POS client must always be capable of fast payment authorizations, and so must be capable of fast response. 26 September 2002 3
Mobility and the Working Environment The working environment is a key determinant of the most appropriate device for a given task. Workers requiring access to RTE processes from a variety of locations need devices with a high degree of mobility, while those working from a single location are probably better served by a so-called tethered device, such as a desktop PC. Workers interacting with RTE processes on the move present some of the greatest challenges and will increasingly use a variety of devices. These workers will need mobile devices with interfaces designed to suit their working environment: the truck driver needs hands-free interaction or a device with a simplified user interface. Utility meter readers or field service personnel need mobile devices with roaming access to back-end systems. Computer Mediation In many (but not all) cases, a worker may have to provide a computer-mediated response (that is, use a client device to respond to the alert). A truck driver who receives a dispatch alert merely has to use a client device to acknowledge receipt of the alert. Driving the truck will be the desired response. An airline check-in worker, on the other hand, will use the client device as the main form of response confirming a reservation or assigning a seat. Deploying RTE Devices The PC is the predominant client-computing device and is set to remain so to at least 2007. About 90 percent of the sit-down computing tasks that are PC-based now will still be PC-based in 2007 (0.8 probability). The PC will continue to be the primary RTE device for processes based on desktop-and-screen user interfaces, but other devices are emerging in response to user needs. The wearable (or pocket) device that can be used for location tracking is only one example. Gartner believes a wide range of different handheld devices will be deployed around different voice and data applications. PDAs and smart phones, for example, will be used, but with characteristics that are closely matched to RTE process needs. The PCs used for most sit-down computing tasks will also take on different forms, as developments in PC architecture drive a rapid proliferation of different form factors. Although most knowledge workers are equipped with standard client devices PCs, PDAs or smart phones the different needs of different processes will drive rapid fragmentation of functionality and form factor. For many RTE processes, slower or tethered devices will be sufficient, such as desktop PCs with 26 September 2002 4
fixed-line LAN connections. However, other devices will require fast roaming access with varying degrees of user interaction. These varied needs will drive a rapid proliferation of device types, the development of which will be facilitated by a range of technologies that are set to be generally deployed by the end of 2005. The building blocks of most new devices will be wireless networks, performance-optimized mobile computers and Extensible Markup Language (XML). Other technologies such as general packet radio service (GPRS) and GPS will also be used in this potential melding of technology. Worker Acceptance The willingness of IT managers to adapt their strategies to accommodate these new devices is another matter. Most IT departments operate with a short-term focus on cost and functional maintenance, an attitude that inhibits the adoption of devices that match RTE process needs. Changing this mind-set will require a shift from maintenance and manageability objectives to outsourcing, mobility and interoperability. Long-held reservations about security and managed diversity will also need to be addressed before many make this transition. Bottom Line: Business processes and information exchange are essential to the RTE. Client devices that facilitate these must provide both the performance and the availability that workers need if they are to respond without prejudicing business cycle times. 26 September 2002 5