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Copyright © 2012 Accenture. All Rights Reserved. Accenture, its logo and High Performance Delivered are trademarks of Accenture.
Accenture Mobility Services
Mobility Strategy
Peter Daley
EALA Mobility Solution Architecture and
Enterprise Mobility Lead
Copyright © 2012 Accenture. All Rights Reserved. 2
Present and future of Mobility
Basic phones
Smartphone
3G connectivity
Dev
ice
ev
olu
tio
n
SMS and mobile browsers
• SMS easy to use,
alerts
• Basic banking services
• Driven by technology
Smart Client
• Use of on-line and off-
line services
• Local storage of
information
• Graphical features
• Digital signature
available
Mobile channel integration
• Mobile services supported
by different technologies
• Combination of mobile
messaging and navigation
with local applications
• Secure environments
• Integration of productivity
tools and business
applications
Multi-modal services
• Flexible user experience
based on location,
connection and time
preferences
• Nearby services
• Standard mobile
platforms with large sales
chances
• Extended mobile
payments Ap
pli
ca
tio
n f
ea
ture
s
2004 2006 2008 2010
“Mobile Life”
• Intercommunicated and
integrated applications
• Support to other services
NFC, e-Wallet, Banking...
• New and more advanced
business models, which
satisfy clients’ mobile
needs
2012+
New mobile way of life
1st Generation 2nd Generation 3rd Generation 4th-5th Generation
Mobility: “Information ON DEMAND” Mobility: “ONE COMMUNITY, one way of life, for convenience,
on demand”
Introduction
Copyright © 2012 Accenture. All Rights Reserved. 3
Introduction
Accenture’s top mobility trends
The pace of change in the enterprise mobile marketplace continues to
accelerate with new technologies, interaction models and penetration
• The iPhone Effect and the “Consumerization” of Mobility for Businesses
• B2C Technologies driving Business Applications
• 46% of large enterprises supporting personal owned devices
• 2 billion downloads of 140,000 apps from Apple App Store
• 20% of mobile workers are getting business apps from app stores today
• iPad disruption in the business application space
• Impact of social media and context within enterprise applications
• Tighter Mobile Integration of Enterprise CRM and ERP to Mobile SFA and Workforce
Management applications
• Increased focus on Mobile Device Management & Mobile Security
• Significant opportunities to improve Customer Engagement via Mobile Channel
• Companies need help to get ahead of mobility and align business needs with capabilities
Copyright © 2012 Accenture. All Rights Reserved. 4
Devices are ready, Wireless Networks are ready, Users are ready;
Is your organization ready?
Market Opportunity
90% Penetration
Saturated Market
1. Operational Efficiencies – recession has driven an internal efficiency focus
2. Higher Customer Expectations – to be kept informed on service, else easy to switch
3. Increased Competition – new entrants into the supply / service chain
4. Product Differentiation – appliance becoming network edge devices, smart grid
5. Wining the war for talent – Millennials’ expectations / communication styles
Why now ?
Opportunities for the
Enterprise
Copyright © 2012 Accenture. All Rights Reserved. 5
Why have a strategy ? So many questions…
Many organization sometimes struggle to evaluate the highest value areas of
focus, how to solve the technical challenges and how to “sell” internally…
Copyright © 2010 Accenture All Rights Reserved. Page 5
Mobile Devices Which device(s)?
What platform?
Organizations /
Workers
What groups included? What
requirements?
Which applications?
Mobilize existing or new?
Mobile
Applications
Industry trends?
Best practices?
Specific
Opportunities
Backend
Systems
Updates from the mobile?
Infrastructure / Integration? Processes
Processes enabled?
Technologies required?
Wired or wireless?
WLAN, Wifi, Satellite? Networks
What mobile capabilities support
field operations? Capabilities
Middleware Technologies used?
Functionality required? Policies
Impacts to technology use?
Regulatory bodies?
Application / data / network /
device requirements? Security
Support org structure? Tools
required? Support
What functions should be centralized / de-
centralized? Governance
Who funds any common “infrastructure”
elements?
Technology
Management
Approach to configure, deploy,
maintenance? Comms / Training
Training approach?
Communications delivery?
Key Technology Decision Areas Key Business Decision Areas
Copyright © 2012 Accenture. All Rights Reserved. 6
Assessment Blueprint Roadmap
Define
Implementation
Roadmap
Define Future State
Assess Current State
Identify Opportunities
Objective: Develop implementation
plan to guide growth of mobility
Objective: Define future vision for
mobility and required standards and
capabilities to support
Objective: Benchmark mobility capabilities
and identify opportunities
Assess Gaps (Gap Analysis)
Create Common Nomenclature
(Mobility Nomenclature)
Identify Value-
Based
Opportunities
(Opportunity Map) Design
Organization and
Operating Model
(Organizational
Roles and RACI)
Define Future Vision and mobility Capabilities
(Mobility Services and Component Framework)
Vertical &
Horizontal
Applications
Professional
Services
BlackberryWindows
MobileAndroid
Windows
Laptop/Win32PalmOS Symbian
J2ME / HTML
5.0
Leading
Applications
ERP
Enablement
B2E
Business to
Customer Services
B2C / B2P
Machine to Machine
Services
M2M
Leading
Mobile
Devices
Apple
Portal
Services
Enterprise
App Store
End
User
Customer
Admin Portal
SaaS
Portal
Developer
Portal
Third party
Portal
Mobile
Applications
Platform
SDKInformation
Synchronization
Service
Orchestration
Single
Sign On
Standard
Interfaces
Platform
Security
Mobile
Management
& Deployment
Services
User
Management
Backup
and Recovery
Wireless Connection
Management
Remote Device
Access
Software
ManagementEncryption Inventory
Password
Management
Product
Support
Services
Network
Integration
Services
Application
Support
Managed
Help Desk
Device
Support
Customized
SupportHosting
Carrier NetworkOther
WWAN
Global
NetworksWi-Fi
Public
Networks
Business Process
Design / Redesign
Mobile Worker
Assessment
Mobile Policies
and Governance
Mobile Services Management Framework
Technical Architecture
• Design technical
environment for devices,
servers and interfaces
• Design application
infrastructure
• Design Secure network
and protocol configuration
management
Provisioning
• Device selection criteria
• Corporate security configurations
• User set-up, policies and distribution
Deployment and User Support
• Assess production readiness
• Policies and standards
• Documentation and training
• Tier 1, 2, and 3 support
Regulatory and Data Security Compliance
• HIPPA and International equivalents for data privacy
• Regulatory compliance
Development and
Maintenance
• Standards for design, build,
test & deploy
• Configuration management
for mobile and applications
•Proofs of concept, pilots
Define Pace of Roadmap and
Outline Capabilities
Implementation Plan
Visioning Workshop Roadmapping Workshop
Developing a Mobility Strategy
A structured approach is needed to answer these questions
Copyright © 2012 Accenture. All Rights Reserved. 7
Assessment Phase
The Assessment Phase baselines common needs and requirements across
stakeholder groups, and maps them against the current technology state
Assessment Objective: Benchmark your mobility capabilities & identify opportunities.
Mobile Gap Analysis Target Capabilities Opportunity Map
• What is the current state of mobile
technology in the organisation?
• Who uses what?
• Where are your competitors?
• Where are the immediate gaps or risks
that need to be addressed?
Create a catalog of business needs
What are the key technologies the
business can make use of?
• Consumerisation
• Task based workers
• Machine to machine
• Consumer mobile apps and
appstores
• Common integration approach
• Identify all known opportunities
• Categorise based on
implementation complexity,
and business benefit
• Use to identify high level
prioritisation, quick wins vs.
more strategic initiatives
Copyright © 2012 Accenture. All Rights Reserved. 8
Blueprint Phase
The Blueprint Phase aligns your mobile strategy to your business objectives,
and defines the “to be” technology and organisation landscape
Blueprint Define future vision for mobility and required capabilities to support.
Mobile Services and
Component Framework Organization Roles & RACI
• Blueprint technology and services components required
to support the end-state vision
• Define component needs first as a global template, with
variations for key geography regions where needed
• Determine process for mobile efforts and supporting
current need
• Define responsible organizations to provide dedicated
leadership for mobility
• Understand governance (enablement) model for mobile
services enablement
• Typical organization roles and processes will be
leveraged from previous engagements as starting
templates in order to outline RACI and Swimlanes
Vertical &
Horizontal
Applications
Professional
Services
BlackberryWindows
MobileAndroid
Windows
Laptop/Win32PalmOS Symbian
J2ME / HTML
5.0
Leading
Applications
ERP
Enablement
B2E
Business to
Customer Services
B2C / B2P
Machine to Machine
Services
M2M
Leading
Mobile
Devices
Apple
Portal
Services
Enterprise
App Store
End
User
Customer
Admin Portal
SaaS
Portal
Developer
Portal
Third party
Portal
Mobile
Applications
Platform
SDKInformation
Synchronization
Service
Orchestration
Single
Sign On
Standard
Interfaces
Platform
Security
Mobile
Management
& Deployment
Services
User
Management
Backup
and Recovery
Wireless Connection
Management
Remote Device
Access
Software
ManagementEncryption Inventory
Password
Management
Product
Support
Services
Network
Integration
Services
Application
Support
Managed
Help Desk
Device
Support
Customized
SupportHosting
Carrier NetworkOther
WWAN
Global
NetworksWi-Fi
Public
Networks
Business Process
Design / Redesign
Mobile Worker
Assessment
Mobile Policies
and Governance
Mobile Services Management Framework
Technical Architecture
• Design technical
environment for devices,
servers and interfaces
• Design application
infrastructure
• Design Secure network
and protocol configuration
management
Provisioning
• Device selection criteria
• Corporate security configurations
• User set-up, policies and distribution
Deployment and User Support
• Assess production readiness
• Policies and standards
• Documentation and training
• Tier 1, 2, and 3 support
Regulatory and Data Security Compliance
• HIPPA and International equivalents for data privacy
• Regulatory compliance
Development and
Maintenance
• Standards for design, build,
test & deploy
• Configuration management
for mobile and applications
•Proofs of concept, pilots
Copyright © 2012 Accenture. All Rights Reserved. 9
Blueprint Output
Key Technology Architecture Decisions
Criteria Why?
Security
• Security is extremely important in order to protect sensitive personal and corporate data.
• Mobile Security needs to be looked at from all perspectives: network, device, mobile application, and
backend systems. The volume of mobile devices makes security challenging.
• Mobile users must consider the security and PCI implications of their mobile applications.
User Interaction/
Experience
• Consumer expectations are increasing for mobile apps to have user-centric design to conform applications to
user behavior, so efficient navigation of menus and screen context is important.
• Consistent experience across of multiple form factors and platforms makes UX challenging.
• Widespread support for HTML5 and Flash on smartphones is enabling next-generation touch experiences with
effective designs with a limited real estate on the screen of the device.
Testing
• Rigorous testing across multiple platforms and networks/devices is needed to verify integration between all
layers of the application because of the large volume of mobile devices owned
• This includes performance and system testing in various situations to get the most robust, productive and
efficient application delivered to the customers.
New Technology
Adoption
• One of the key considerations for a mobile applications is to stay abreast of rapidly evolving technology
during the lifecycle of the project.
• The mobile application should have the ability to port over to new platforms, devices and new releases of the
existing platforms.
Backend
System
Integration
• Mobile applications have a lot in common with existing ecommerce sites and will reuse or mirror business
processes, content, and workflow patterns extensively and act as plug and play interfaces to the back end
systems.
• Mobile commerce solutions must either integrate directly to the underlying ecommerce platform or transform
content from the existing ecommerce site to provide a seamless experience to the user.
Methodology
• The development can be done using an Agile or a Waterfall method and either one can be customized for the
specific mobile project needs.
• The correct methodology selection is important to have the right set of skills and resources available to meet
the project objectives and goals that are set.
Copyright © 2012 Accenture. All Rights Reserved. 10
Blueprint Output
Mobile Service Delivery Framework
Mobile Service Delivery Governance
Overall mobility vision, strategy, innovation, organizational structure, etc
Mobile Application Development
Execution of end to end mobile application development life-cycle
Mobile Platform / Software
Support of all mobile tools, vendors, solutions,
configurations, services, integration layers, interfaces, etc
Mobile Device Management
Support provisioning, device security management, etc
Infra
stru
ctu
re
Pro
vid
e in
frastru
ctu
re a
nd s
erv
ers
to s
upport h
ostin
g o
f
mobile
serv
ices; in
clu
des s
ecurity
and n
etw
ork
support
Mobile User Support
Execution of tiered user support including self-serve
portal, 1-on-1 incident resolution, device fulfillment, etc
Ap
plicati
on
& In
frastr
uctu
re S
up
po
rt S
erv
ices
Ongoin
g s
upport
of M
obile
Serv
ices O
pera
tions
Service Management Overall management of the Mobile Services , coordination of Client mobile
business needs, pipeline demand management, and quality management.
Mobility Service DeliveryMobility Service
Initiation
Mobile Applications
Execution of end to end mobile application development life-cycle, either in-house or as a managed service
Mobile Platform / Software ManagementAll mobile tools, vendors, solutions, configurations, services, integration layers,
interfaces, etc
Mobile Device ManagementProvisioning, device security management, etc
InfrastructureInfrastructure and servers to support hosting of mobile services; includes security,
network support, management, operations & monitoring
Governance and Architecture BoardOverall mobility vision, strategy, innovation, organizational structure, etc
Service Delivery ManagementOverall management of the Mobile Services , coordination of mobile
business needs, pipeline demand management, etc.
GovernanceRoles & responsibilities for
mobility stakeholders across client
Development StandardsIndustrialized processes, standards, guidelines for application development
Mobility Strategy
Definition of desired services, baseline of capabilities, and
deployment roadmap
Mobile Architecture & Infrastructure
Mobile services (Mobile Middleware, App Mgmt,
Device Mgmt)
Service
Transitio
n
Mo
bil
e E
nd
Use
r Su
pp
ort
Se
rvic
es
Tie
r 1 h
elp
de
sk s
up
po
rt f
or e
nd
use
rs, i
ncl
ud
ing
self-
serv
e p
ort
al,
1-o
n-1
inci
de
nt r
eso
luti
on
, etc
Mobile Application ManagementSoftware distribution, app store, etc.
Ap
pli
cati
on
& In
fras
tru
ctu
re S
up
po
rt S
erv
ice
sTi
er
2, 3
+ fo
r o
ngo
ing
tech
su
pp
ort
of
Mo
bile
Se
rvic
es
Op
era
tio
ns
(pla
tfo
rm,
app
licat
ion
, an
d v
en
do
r)
Copyright © 2012 Accenture. All Rights Reserved. 11
Roadmap Phase
The Roadmap Phase determines the pace of Blueprint implementation, and
how value will be delivered through the programme
Roadmap Objective: Develop implementation plan and global standards to guide growth of mobility.
Timeline & Value
Realization
(Roadmap)
• Consider technology selection timelines, and the logical
implementation sequence for each component
• Determine value realization plan based on outline costs
and benefit cases
• Phase investments so that incremental value is delivered,
to offset major technology investments
• Incrementally build mobility capabilities as they are
required for specific applications and user groups
Copyright © 2012 Accenture. All Rights Reserved. 12
Summary
A successful mobile strategy has a number of characteristics
1. It exists! Many organisations have no strategy for how they will
embrace and exploit mobile technology
2. The end-state is clear – there is a clear vision of where the
organisation expects to be in 2-3 years’ time
3. It is inclusive – the strategy should include employees, task
based workers, customers and business partners; it should
consider how applications are supported, as well as built
4. It is realistic – the roadmap outlines an achievable pace of
change, with components built up in a logical order, delivering
incremental value
5. Flexibility is built-in – the strategy will change as it is
implemented; the architecture and governance function needs to
continually evolve the strategy in line with the business
Copyright © 2012 Accenture. All Rights Reserved. 13
Want to know more?
To find out more about Accenture Mobility Services and
further information on our offers, thought leadership and
client success stories please visit:
www.accenture.com/mobility