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ITD #13 Mobile devices and the IT department
IT Decisions 4 November 2011 All rights reserved
Mobile devices and
the IT departmentITD Research #13
4 November 2011
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ITD #13 Mobile devices and the IT department
IT Decisions 4 November 2011 All rights reserved
IntroductionMobile devices are taking over many organizations with
an increase in employees carrying smartphones into the
workplace and demanding the right to use their own
device.
Whilst the mobile revolution means the CIO can worry
less about network infrastructure at the office such as
structured cabling it introduces a series of new issues,
such as wireless security. A complete lockdown of the
network is unpopular with workers who want to be able
to work on email, documents, and company information
using the same device at home as in the office.
But with hackers even targeting the Android and Apple
operating systems, what could be the price of flexibleaccess to your company systems using mobile devices?
An information leak because of security weaknesses
created by mobile devices is just one possible outcome
from the proliferation of smart devices. There can also be
the opportunity to create a more flexible working
environment for your team can you remember a time
before the Blackberry, when email could
only be answered in the office?
Mobile devices can also create new
innovations for your end customers too in many different industries.
Customers are interacting with
information in new ways and many of
them want a mobile offering, so it is only
natural that this would translate into the
use of more smart devices within the
organization.
There is a change in customer
expectations and in the expectations ofyour own workers everyone wants to
ability to use mobile devices to access
information. But as an IT leader, how do
you support all of this change? Its a long
way from the standardized systems of
old now people are bringing their own
devices into the office and expecting
your IT team to support them.
In this IT Decisions report, we explorewhat our IT leaders think about the
explosion of use in mobile devices at
work. What opportunities are created
for the creation of new services and
what complexities are created with the
need to manage this?
what could be
the price of access
to company
systems through
mobile devices?
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Participant feedbackTo explore the issue of preparing the IT department for a change in business strategy we asked four
questions three of which were multiple choice and one designed to promote an open discussion.
We received answers from 22 executives from 11 industry sectors: Shipbuilding, consumer goods,
insurance, media, food production, chemicals, logistics, financial services, consumer services,
manufacturing, and transportation.
Question 1: Has your organization faced an actual or the threat of an information leak because
of wireless networks and devices?
Our IT leaders are overwhelmingly in control of their own security risks regarding mobile devices in
the workplace.
Despite the risk of security breaches being one of the main concerns around the proliferation of
mobile computing devices, a full 50% of our respondents said that they have not faced any form of
information leak because of mobile devices. This was further strengthened by an additional 36.4%
who answered that they have not faced any information leak, but they perceive it as an ongoing
threat.
Only one in ten of our respondents had faced a real situation where data was stolen or leakedbecause of mobile devices.
0 2 4 6 8 10 12
Yes
Yes, but we closed it quickly
No
Not yet, but is a threat
9.1%
4.5%
50%
36.4%
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Question 3: Would you consider paying a fee to users to use their own devices at work inexchange for them agreeing to not use your internal IT support service?
This was a very unpopular suggestion. It is a strategy that some companies such at the energy
giant BP have adopted. With all their internal software available via browsers, the actual device
used to access company software is no longer important, and they give an annual fee to users to
not bother the local IT support team.
But this takes a huge amount of planning and it is not always possible to locate every piece of
corporate software in the cloud. And if a user cannot fix their own laptop then should their
manager simply allow them to keep on struggling, or call on IT support even though it was agreedthat they would be left alone?
Our own IT leaders could see more problems than advantages with this approach with a full 38.1%
saying they would not be interested in this kind of idea, and the same percentage saying that it
introduces new risks into the organization.
Perhaps this is an idea that has yet to mature.
0 1 2 3 4 5 6 7 8
Yes
Maybe, if I can see it has worked elsewhere
No
No, it introduces risks
9.5%
14.3%
38.1%
38.1%
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Question 4: Once people had to be in front of a PC to access the Internet, now they can do it
from anywhere using a mobile device. This introduces new opportunities for businesses in allsectors new services can be devised around locationaware mobile devices, but it creates new
security challenges too.
What are the mobile innovations you are exploring in your business and where do you advise
caution should be applied?
The most relevant responses from our CIO respondents are listed here.
Insurance: Our main challenge is "having to keep everything open"
Mobility is something desired for a long time and now is a big reality. Like any "new" technology,
the safety factor must be well planned, and frankly, today, very few institutions are prepared to
understand and close security gaps that currently exist. My company operates exactly in this field,
and we have developed products that help a lot in this sense, and costs have decreased a lot, but
the main blocker is the culture of having to "keep everything open."
Media: Every new technology creates risks
Every new product linked to mobility which enables access to the enterprise environment creates
security demands, even if it's only to review policies and methods. There is no way to preventaccess to these devices, since the dynamics that businesses demand requires access to corporate
information outside of the organizations as an essential element of market competition.
Consumer goods: This is a oneway journey
The era of consumerization arrived, it is already within medium and large companies, is a oneway
journey. The major challenge in IT is to mitigate the impacts of this revolution.
Food production: Carry out pilots beforehand
The adoption of consumerization in business is inevitable. Thus, we have been discerning in that
regard and have limited use to a limited audience, with the implementation of policies that make
clear that only a few applications available.
Chemicals: We can't swim against the tide
Mobile devices in the enterprise are a reality and we cannot swim against the tide. In addition to
distributing many smartphones, we extended our base with the policy of "bring your own device."
That is, we will devices that belong to our own employees to receive corporate email or access a
segregated wifi network.
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We will manage the risks with rules and technology, but being connected is essential. We're latein the development of applications to leverage this important technology. That will come in the
next few years.
Logistics: Create a support policy for personal devices
We have a policy that is already in place which allows the use of personal devices (smartphones
and tablets), so long as they are not supported by the internal service desk.
In practice, this does not work very well, because we still get calls and not answering them
generates dissatisfaction from those who put the calls in.
The consumerization associated with social networks is still a big challenge for companies, but I
think the fundamental problem is one related to education and trust, which ultimately generates
a high management cost.
Financial services: The mixed model is the reality
The CIO has to face up to a new reality: providing, with appropriate controls and security,
applications and company information on multiple devices some belonging to the company,
others to the user.
Customer Service: Application of mobility requires maturity
Indeed, mobility is a factor that can not be dismissed as a tool that gives competitive edge in
business. Access to information at any time allows more agile decisions. But mobility technology is
still fairly immature from the standpoint of information security.
Companies need to look more closely at this issue, otherwise we will live the problems that were
experienced earlier during the boom of Internet access.
Financial services: Do not ban access
What has no solution, is already solved. Invest in educating consumers of IT (formerly known as
users), set policies that are consistent with the reality of your company and do not prohibit access
(there is no way to prohibit access even in prisons that is not possible).
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Manufacturing Set the importance and benefit of using mobile devices
Indeed, this is a situation that is here and has to be dealt with. The easiest way would be to
prohibit the use, but if we are to create value for our organizations, the attitude should be:
minimize the risks and enable benefits. Therefore, we need to answer the following question: how
significant is [the use of mobile devices] and where does the benefit come from?
Other CIOs also said ...
Shipbuilding:
The advent of mobile devices is a reality that companies must consider and take advantage of the
opportunities that can generate.
Consumer Goods:
Even the mobile device manufacturers are concerned about the security issues of this type of
equipment. Certain features of IOS5 already demonstrate that.
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Conclusion and Executive SummaryThe world has changed. Not only is work and home time blending, but mobile devices have
allowed executives to manage their work on the move but the use of mobile devices with
Internet access has now moved far beyond the boardroom alone.
There is now a wave of userowned devices entering the workplace and those users expect to be
able to work on their own device as well as any tools supplied by the company. In many cases, the
personal devices are more powerful and userfriendly than the corporate tools.
But our IT leader responses demonstrate some important initial findings this week:
There is not much evidence of user devices causing security threats yet, but many of our ITleaders are aware of the possibility and taking measures to ensure security is improved.
There is a strong sense of pragmatism. This cannot be prevented. Everyone now carries aphone, most have Internet access, and many are carrying tablet devices we cant return to
an age where our users carried an old LCD screen Nokia phone that was just a phone. The
best way to approach the problem is to define governance and behaviors, so the
workplace can be flexible, but also secure.
There is very little support from our IT leaders for a push to moving the workplace to analmost 100% reliance on user owned devices. Some companies have tried this, and
reduced their support requirements, but it is a difficult ideal to achieve and our IT leaders
dont see it as a target worth aiming for just now.
Our IT leaders reflected these key views in their additional comments on the subject; with the key
theme being that enterprise IT managers cannot swim against the tide of consumers. The people
formerly considered users are now extensive IT consumers in their own right, with personal
iPads and smartphones all equipment that is powerful enough to be used within the enterprisein addition to their own personal use.
Prohibition creates no value and denies users the opportunity to add any value to the
organization. The smart IT leader will explore how best to open the organization to every user, so
they can use their own devices to work away from their desk, but without opening the company
to dangerous security risks.
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The members of our research network believe that this is now a oneway journey and cannot bechanged, but they urge caution and selfawareness. Mobile security is still evolving and is
therefore an easy place to slip up. If a determined hacker really wanted to target your
organization then a flexible network policy promoting remote access could be your Achilles heel.
Times change and users of enterprise business systems are now all technology users at home and
at work. The smart IT leader can capture this enthusiasm to create a flexible working
environment, encouraging a blend of companyissued and personal devices.
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IT Decisions ResearchIT Decisions produces a report like this every Friday, based on what CIOs told us that same week.
It is fast and relevant knowledge from your peers, it is only available to the CIOs in the research
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ITD #13 Mobile devices and the IT department
IT D i i 4 N b 2011 All i ht d
About IT DecisionsIT Decisions is the premier source of insight into the technology and hightech service industry in
Brazil. The company creates Englishlanguage news and insight for a CIO audience with regular
features and analysis that cannot be found elsewhere.
We focus on decisionmakers and influencers the buyside. Reproducing the sales pitch or
adverts of suppliers is not our thing; we focus on those buying the systems. IT Decisions was founded in 2011 by Mark Hillary and Angelica Mari, two of the most respected
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http://j.mp/angelicamari
Mark, Angelica, and the whole IT Decisions team is based in So Paulo, Brasil the biggest city in
the Southern Hemisphere.
www.itdecs.com
Image Credits licensed under Creative Commons
Horizontal Integration http://www.flickr.com/photos/ebolasmallpox/3536804299/ (capa)
Ed Yourdon http://www.flickr.com/photos/yourdon/2675323741/ (woman with Blackberry)