July 20, 2007

Topic Overview: Enterprise Mobility

by Maribel D. Lopez for Technology Marketing Professionals

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For Technology Marketing Professionals

Includes data from Business Data Services, Client Choice topic July 20, 2007

Topic Overview: Enterprise Mobility

by Maribel D. Lopez with Eric G. Brown and Robert Muhlhausen

Mobility Becomes An Integral Part Of Firms Network Strategy

EXECUT I V E S U M MA RY
Forrester broadly denes enterprise mobility as the ability for an enterprise to communicate with suppliers, partners, employees, assets, products, and customers irrespective of location. Mobility requires rms to build solutions that span devices, networks, and applications. After several ts and starts, mobility is gaining steam, consuming nearly one-third of North American and European enterprise telecom budgets today. Firms have embraced mobile email and plan to extend this capability to more employees within the organization. Advanced rms are moving line-of-business applications like inventory management and sales force automation to handhelds today. The greatest shift in the mobility market over the next three years will be the move to line-of-business and unied communications applications on handhelds to drive business process acceleration.

TABLE O F CO N T E N TS
2 Why Enterprise Mobility Matters 2 Forresters Take On Enterprise Mobility 4 The Basics 4 Best Practices 5 Trends And Forecasts 6 Strategic Reading 7 Vendor And Product Comparisons 8 Related Topics 8 Upcoming Research 9 For More Information Analysts To Watch Research Help Desk Research Alerts

N OT E S & R E S O U R C E S
Forrester compiled its most pertinent research on enterprise mobility to provide an overview of its research and perspectives on this subject.

Related Research Documents Tackling Ubiquitous Enterprise Mobility June 15, 2007
The State Of Enterprise Network And Telecommunications Adoption: 2007 May 3, 2007 The Evolution Of The Enterprise Mobility Market April 23, 2007

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Topic Overview: Enterprise Mobility

For Technology Marketing Professionals

RESEARCH CATALYST Clients selected this topic for Client Choice research. WHY ENTERPRISE MOBILITY MATTERS Companies are embracing mobility to increase employee productivity, improve customer responsiveness, and ensure data protection for regulatory compliance. Almost half of the 598 North American and European enterprises surveyed in Q1 2007 rated setting an enterprise mobility policy and strategy as a critical or very important telecom technology-related initiative in 2007. Mobile voice and data spending accounts for 29% of these rms budgets, and at least 54% plan to increase spending on mobile voice and data in 2007. FORRESTERS TAKE ON ENTERPRISE MOBILITY Forrester denes enterprise mobility as the ability of an enterprise to connect to people and control assets from any location. Mobility encompasses more than broadband wireless wide area networks (WWANs) and email on a smartphone. It is a combination of: applications, devices, and management; middleware; and multiple networks that include wireless LAN (WLAN), mesh, and WWAN. But for most companies, mobility is still a jumble of discrete technologies and networks that are not integrated with their existing LAN and WAN networks. For mobility to be truly successful, companies and vendors must think holistically about building an integrated network strategy that oers manageability, security, and connectivity across a myriad of networks and devices. As business stakeholders look to push mobility beyond an access method, rms will:

Embrace line-of-business apps on devices. Forrester estimates that companies that already use
email and calendaring on mobile devices have enabled roughly 10% to 20% of their employees. Over the next two years, these rms will extend this functionality to more employees, while mobile newcomers will embrace email. Leading rms are extending line-of-business applications to handhelds today, with more than 24% of the rms interviewed using mobile CRM today and 22% using eld service (see Figure 1). But to be successful, companies and the vendors that sell to them must push the conversation beyond mobilizing applications to mobilizing business processes, which may span multiple applications.

Test the unied communications waters. More than one-third of the 598 North American

and European rms interviewed list implementing a unied communications solution as a very important or critical priority. And the move to mobility and VoIP has provided a foundation for robust unied communications solutions. This market is heating up, with 36% of our respondents using or rolling out some form of unied communications today and another

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Topic Overview: Enterprise Mobility

For Technology Marketing Professionals

36% evaluating the portfolio of solutions. Vendors looking to sell unied communications must elevate its denition beyond VoIP and internal communications to streamlining business processes by using presence and availability to nd the optimal path to connect with customers and suppliers.

Look for solutions to manage a multiplatform world. Eective mobility strategies will

incorporate support for multiple device types, several operating systems, and numerous applications. As a result, companies will look for device and mobile application management software that helps them with zero-touch device conguration, porting existing applications to mobile devices, and managing security and application updates over the air. To support these initiatives, wireless operators should create mobile ecosystems that include management software from vendors like Nokia and Motorola and application translation from vendors like Antenna Software and Vettro.

Figure 1 Line-Of-Business Apps Are On The Rise

Which of the following best describes your companys adoption of each of the following mobile applications?
Fully deployed or upgrade underway
Personalized contacts NA and calendar EU Wireless email or BlackBerry NA EU Inventory management NA EU Customer-facing applications NA EU Sales force applications NA EU Field service applications NA EU Logistics applications NA EU
29%

Rolling out or partial deployment

Evaluating or piloting
61% 54% 16%

No plans
18% 9% 15% 12% 15%

61% 45%
12% 14% 37% 13% 11%
16% 13% 16% 12%

25%

24% 8% 7% 16% 13%

45% 39%
43% 47%

24% 28%

12% 24% 10% 13% 29%

22% 26%
16% 12% 29%

16%

54% 42%
49% 49%
60% 46%

14% 11%
12% 12%

15% 15%

13%

Base: 370 North American and 165 European network and telecommunications decision-makers (percentages have been rounded) (Dont know and not applicable responses not included) Source: Enterprise Network And Telecommunications Survey, North America and Europe, Q1 2007
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Topic Overview: Enterprise Mobility

For Technology Marketing Professionals

THE BASICS The following documents provide the foundation of Forresters coverage of enterprise mobility. This research provides a denition of the market, the future direction of the market, and a view from various product perspectives. Buyers Yearn For Enterprise Mobility Leadership Maribel D. Lopez Companies Want Wi-Fi/Cellular Calling Chris Silva and Henry Dewing Mobile Device Hardware Benjamin Gray Mobile In 2006: Shaping The Future Of Mobile Jenny Lau Mobile Line-Of-Business Application Adoption Continues Lisa Pierce Tackling Ubiquitous Enterprise Mobility Chris Silva The Evolution Of The Enterprise Mobility Market Maribel D. Lopez The Mobile Enterprise Gets Some Solutions Ellen Daley and Jenny Lau The State Of European Enterprise Mobility In 2006 Jenny Lau The Unied Communications Paradox Henry Dewing Unied Communications Merges With IP Telephony In 2007 Elizabeth Herrell BEST PRACTICES Forresters best practices research helps companies get ready to deploy wireless solutions that are best suited to their needs. It provides helpful insights into how organizations can evolve from tactical mobility projects to a consolidated, managed, enterprisewide approach to mobility.

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Topic Overview: Enterprise Mobility

For Technology Marketing Professionals

802.11n: Too Early For Enterprise Adoption Today Chris Silva Create A Companywide Mobile Policy Brownlee Thomas, Ph.D. Dening A Mobile Enterprise Policy Maribel D. Lopez Enterprise Architects Should Use 3G For Site Backup, Not To Cut The Cord Lisa Pierce Extend CRM Value With Mobility Liz Herbert How To Write A Telecommuting Policy Brownlee Thomas, Ph.D. Knocking Down Barriers To North American Enterprise Wireless Adoption Lisa Pierce Managing European Mobile Telephony Expenses Phil Sayer Mobile VPNs: Securing Mobile Remote Access Robert Whiteley Mobilizing Service And Asset Management Patrick Connaughton Protecting Against Wireless Threats Paul Stamp Redening Enterprise Mobile Devices Benjamin Gray WLAN Adoption In The Enterprise 2006 Chris Silva TRENDS AND FORECASTS Forresters trends and forecasts research looks at the key drivers in enterprise mobility and helps companies understand how their growing level of adoption can lead to new standard policies, technologies, security, and processes to support and protect mobile applications and wireless networks.

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Topic Overview: Enterprise Mobility

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European WLAN Adoption Surges Niek van Veen Fixed-Mobile Services Will Lead Technology Convergence Brownlee Thomas, Ph.D. Global Extended Internet Forecast: 2006 To 2012 Christine Spivey Overby, Ellen Daley, and Andrew Bartels Laptop Dissatisfaction And The Willingness To Switch Simon Yates Mobile Device Security In 2006 Thomas Raschke and David Friedlander North American Government Needs Mobile Policies Alan E. Webber Smaller Government Agencies Need To Protect Their Mobile Investment Alan E. Webber The State Of Enterprise Network And Telecommunications Adoption: 2007 Lisa Pierce, Maribel D. Lopez, Rolf M. Schonhowd, and Phil Sayer Transportation Takes Mobility On The Road Maribel D. Lopez Worldwide PC Adoption Forecast, 2007 To 2015 Simon Yates STRATEGIC READING How forward-looking does a company need to be around the mobile enterprise? After connecting people, leading companies are connecting physical items, people, and assets. These leaders are not only tracking assets but are using wireless networks to report back identities, conditions, and locations. This Extended Internet or X Internet is one of the seeds that will spur renewed IT investment in 2008. IT Spending Outlook: 2004 To 2008 And Beyond Andrew Bartels RFID: The Complete Guide Christine Spivey Overby

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Topic Overview: Enterprise Mobility

For Technology Marketing Professionals

Service Delivery Platform Success Requires A Strategic Vision And Corporate Collaboration Michele Pelino The Seeds Of The Next Big Thing Christopher Mines The X Internet And Business Protability Navi Radjou VENDOR AND PRODUCT COMPARISONS Choosing the right wireless solution requires understanding your companys impending reliance on wireless; dening your road map for wired and wireless integration; and choosing vendors that prioritize scale, exibility, and partnerships. The following research will help you understand the strengths and weaknesses of vendors and their oerings: iAnywhere Acquires Extended Systems Ellen Daley International CDMA Roaming Gains Momentum Brownlee Thomas, Ph.D. Major Rivals Will Build The Inukshuk Wireless Broadband Network Together Brownlee Thomas, Ph.D. Motorola And Symbol: One Step Closer To Seamless Mobility Maribel D. Lopez Nokia Acquires Intellisync Ellen Daley Orange And Cingular Partner For Mobility Brownlee Thomas, Ph.D. RIM Faces An Uphill Battle For Mainstream Enterprise Mobility In Japan Jonathan Browne Sympac Is A One-Stop Shop For Multinational Companies Mobile Needs Jenny Lau The Forrester Wave: WLAN Infrastructure, Q2 2007 Chris Silva

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Topic Overview: Enterprise Mobility

For Technology Marketing Professionals

With Bitfone, HP Moves To Solve Mobile Device Management Pain Benjamin Gray and Maribel D. Lopez RELATED TOPICS The following research documents look at how mobility has changed todays social and business landscapes: Consumer Technology In The Workplace: Blessing Or Curse? Paul Jackson and Bill Nagel Smarter Stores: Are We There Yet? Nikki Baird and Tamara Mendelsohn Social Computing Chris Charron, Jaap Favier, and Charlene Li The State Of The European Corporate PC 2006 Benjamin Gray and Simon Yates Wireless Cities Emerge Ellen Daley UPCOMING RESEARCH European Mobile Services Forecast Niek van Veen August 2007 The State Of Mobile Middleware Maribel D. Lopez September 2007 The Art Of Enterprise Fixed-Mobile Convergence; Operators Promise A Lot, But Enterprises Are Still Mostly Waiting Lisa Pierce and Brownlee Thomas, Ph.D. September 2007 The State Of Managed Mobility And Support Services Brownlee Thomas, Ph.D. November 2007

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Topic Overview: Enterprise Mobility

For Technology Marketing Professionals

FOR MORE INFORMATION Analysts To Watch Forrester is continuously researching, analyzing, and writing about changes and new developments in technology. To keep abreast of future Forrester research on the subject of enterprise mobility, you may want to watch for new research coming from the following Forrester analysts:

Jonathan Browne. As a senior analyst in Tokyo, Jonathan works with Customer Experience

professionals to compare and contrast consumer and business technology trends in Japan with those in North America and Europe. He examines the best practices of companies creating groundbreaking customer experiences via online channels, including the mobile Web.

Patrick Connaughton. As a senior analyst at Forrester Research, Patrick specializes in

best practices for the design and implementation of supply chain software solutions. His research and advisory areas include enterprise and mobile asset management, transportation and warehouse management solutions, maintenance repair and operation (MRO), service parts management, global supply chain visibility, reverse logistics, supplier enablement, and performance management.

Ellen Daley. Ellen is a vice president and research director. Her primary areas of research

include the mobile enterprise and next-generation telecom business models and systems. She maintains research interests in WLAN, mesh, wireless technologies, wireless email, IMS, and SDPs. Ellen also researches how companies are adopting the X Internet the extension of the Internet to physical items.

Henry Dewing. Henry covers many aspects of unied communications, including IP telephony,
voice/data convergence, and xed-mobile convergence. His research focuses on next-generation business models, the vendor telecom landscape, overall industry strategies, and the ever-closing gap between IT and telecom. Henry evaluates deployment and capability options that will aect businesses rate of adoption of these new technologies and services.

Benjamin Gray. Benjamin primarily contributes to Forresters oerings for IT Infrastructure

and Operations professionals. He is a leading expert on business-class PCs and desktop operating systems, and he also researches business-class mobile devices, mobile operating systems, and mobile device management solutions. Benjamin helps Forrester clients develop and improve their strategies around client hardware and client operating systems.

Liz Herbert. Liz primarily contributes to Forresters oerings for Sourcing and Vendor

Management professionals. Her key research areas include software-as-a-service, as well as consulting and systems integration rms oerings regarding SAP and Oracle implementations. Liz additionally covers sales force automation technologies and strategies, including mobile sales and sales performance management.

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Topic Overview: Enterprise Mobility

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Elizabeth Herrell. Elizabeth is a vice president covering IP communications, unied

communications (unied access, conferencing, messaging, presence, mobility, and speech), contact center operations and applications, and speech technologies. Her current research is directed at leading trends, technologies, and best practices for converged voice and data communications, customer contact for premise-based and outsourced solutions, and multiplechannel customer interactions.

Maribel D. Lopez. Maribel contributes to Forresters oerings for Technology Marketing

professionals and is a frequent contributor to Forresters content for Strategy professionals. An expert in the telecom and networking industry, Maribel assists technology vendors in rening product concepts and marketing messages for enterprises, small and medium-size businesses (SMBs), and service providers. Her research focuses on xed-mobile convergence, nextgeneration networks, trends in enterprise mobility, and Latin American mobility adoption.

Michele Pelino. Michele primarily contributes to Forresters oerings for Technology Marketing
professionals and is a frequent contributor to oerings for the Strategy professional. Focused on the needs of the telecom and networking industry, Micheles coverage of service provider information technology initiatives includes operational support systems (OSS), billing support systems (BSS), service delivery platforms (SDP), and IP multimedia subsystems (IMS). She also focuses on strategic issues facing the telecom industry and addresses emerging competition from cable companies, satellite providers, and new entrants; the telecom usage patterns of small and medium businesses; and business models enabled in the next-generation communications world.

Lisa Pierce. A senior-level analyst for more than nine years, Lisa Pierce is a recognized authority
who specializes in enterprise-class telecommunications services. She covers US voice and data, landline and mobile, local and long-distance technologies, services, prices, regulations, and providers, including AT&T and AT&T Mobility, Sprint Nextel, Verizon, and Qwest, as well as smaller facilities-based providers that typically specialize in oering select enterprise-class telecommunications services. She is a subject matter expert on a number of emerging network services, including landline and wireless broadband access, VoIP, MPLS, Ethernet services, and 2.5/3G services.

Phil Sayer. Based in London, Phil primarily contributes to Forresters oerings for Sourcing &

Vendor Management professionals. He is an expert in global and European WAN procurement as well as enterprise communications strategy. Specically, Phil advises enterprise clients on the sourcing and vendor management of telecom and network equipment and services, including negotiating commercial and service-level agreements for network managed services and ICT outsourcing, IP telephony, unied communications, and enterprise mobility applications.

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Chris Silva. As an analyst with Forrester, Chris focuses his research on the implications of Brownlee Thomas, Ph.D. Based in Montreal, Brownlee is an expert in telecoms sourcing,

wireless networking technology for IT operations professionals, providing insight for IT leaders to make informed decisions.

and she primarily contributes to Forresters oerings for Sourcing & Vendor Management professionals. She works regularly with Global 2000 rms and other large multinational companies, and public-sector clients on dening international telecoms and network sourcing strategies, preparing RFPs, vendor evaluation and selection, contract negotiations, and vendor management through each stage of the contract life cycle. She is a recognized expert in global telecommunications issues.

Niek van Veen. Niek primarily contributes to Forresters oerings for eBusiness, Channel

and Product Management professionals. He is one of Forresters leading analysts of consumer behavior and business strategies around mobile services adoption and mobile Internet strategies. His research focuses on how consumers perceive, adopt, and use new mobile services and mobile Internet technologies as well as what that means for business executives at consumer companies, encompassing topics like customer segmentation, business models, and managing multiple distribution channels.

Alan E. Webber. Alan is a senior analyst focusing on the linkage between improving business

results and enriching customer experience in the B2B and eGovernment spaces. Alans research delves into the experience aspects of the B2B and eGovernment relationships, including creating great multichannel customer experiences, understanding what makes B2B and eGovernment relationships dierent, branding the B2B and eGovernment experience, maximizing Web organizational functionality, applying user-centered design, usability best practices, and Web information architectures.

Research Help Desk Research specialists in Forresters Research Help Desk collaborate with Forrester analysts to compile these Topic Overviews for selected areas of Forresters coverage. If you have additional questions about this topic, please contact us at researchhelpdesk@forrester.com, and we will respond to your question within 36 hours. Research Alerts To be notied when a new document is published about enterprise mobility or by any of the analysts listed above, set up a Research Alert.

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