5 Best Practices for Smartphone Support

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5 Best Practices
for Smartphone Support
THE ENTERPRISE GUIDE TO SMART SUPPORT FOR SMART DEVICES
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5 Best Practices for Smartphone Support: The Enterprise Guide to Smart Support for Smart Devices | A MOBILE ENTERPRISE WHITE PAPER
This paper features real-world examples from US enterprises on how the benefitsof keeping mobile devices functioning without interruption are felt on everylevel of business: customers receive the service they expect; end-users can workefficiently, enjoying the promised benefits of mobility; IT has its burdenlightened, freeing up time for proactive work; and the CFO can look forward tothe results of effective mobility and a low TCO.
What's Driving GrowthDemand for smartphones continues to increase. Worldwide shipments reached a high of nearly 40 million units inthe third quarter of 2008, as countless cell phone users converted to smartphones, helping to grow the category by 28% from the same quarter last year.i
Innovative smartphone designs with more user-intuitive features, such as touchscreens, as well as widespread rolloutsof 3G networks-their speeds dramatically improving the experience of using mobile browsers and applications-are largely driving public interest in smartphones. In the enterprise, smartphones have been must-haves for years,streamlining business processes with instant access to valuable information. But with increased speeds andfunctionality, never before have they been so integral to competitiveness-boosting productivity and increasingefficiencies, particularly during these budget-slimming times-and IT departments are feeling increased pressure tomobilize still more applications. In a survey by research firm J. Gold &Associates, the majority of companies interviewed had three different mobileinitiatives underway. The firm further predicts a 71% increase in smartphoneaccess to corporate applications over the next year, and a 200% increase in "Forward-smartphone adoption over the next three years.ii looking enterprisesState of the WorkplaceThese days of smartphone proliferation also coincide with the mixing of are proving every generations X and Y in the workplace. Born in the '80s and '90s, Generation Y day that a newhas an easy relationship with technology, which has bred expectations ofalways-on access and instant problem resolution. While Generation X-still the category of mobilemajority of today's workforce-generally requires a bit more hand-holding on device supportthe technology front. The enterprise reality of deploying smartphones today isthat IT needs to support them in ways that cater to all types of users. solutions can help
In an Aberdeen Group survey, 57% of responders listed mobile device support maintain employeeas a top priority. And while many businesses are aware of the increasing productivity andnumbers of smartphones accessing the data from within and outside theirwalls, too few are putting corresponding support policies and expertise into lower overall costs."place. In "The Real Cost of Wireless Mobility," Aberdeen Group reports that44% of enterprises have no formal program in place for managing wireless mobility, and that enterprises are generallystruggling to provide helpdesk support and data security for mobile devices.iii
i Canalys. Nov. 8, 2008.ii "Enterprise Mobile Applications: A Study of Strategies and Adoption Trends," J. Gold & Associates, 2008.2Õ
"While most companies are anticipatingHowever, forward-looking enterprises-such as NuStar Energy and PalmValley Healthcare, whose successes are detailed later in this paper-are increased numbers proving every day that a new category of mobile device support solutions can of mobile devices.help maintain employee productivity and lower overall costs, with benefitsextending to improved security practices, greater worker retention, reduced too few are puttingdowntime and more hassle-free issue resolution. correspondingWhat follows is a practical guide for IT managers working to oversee support policies corporate-sponsored smartphones, while facing an influx of devices thatworkers are purchasing to access corporate data. The best practices offered and expertise below will help to streamline IT's time, budget and the support it offers to keep into place."end-users working effectively... [download for more]