Managing Your Enterprise in a Mobile World

Ari Kaplan

President, IOUG

ari_kaplan@ioug.org

www.ioug.org

www.arikaplan.com

                                                                        

Learning Objectives

As a result of this presentation, you will be able to:

– Learn the value of mobile software – from the ROI to specific case studies of companies benefiting from mobile solutions.

– Learn the key concepts involved in making your environment – hardware, software, and staff – ready for wireless use.

– Learn about mobile software architecture such as security, development environments, and best practices.

Kevin Burden, IDCEnterprise PDA adoption:

“Today it’s a competitive advantage. Tomorrow it’s corporate survival.”

Presentation Agenda

Value of Mobility– Mobility Benefits for IT Departments– Mobility Benefits for non-IT Departments

Technical Discussion– Mobile/Wireless Architecture – Mobile/Wireless Technology Options– Oracle Solutions

Mobile/Wireless Resources

In the mobile world… IT workers no longer need to be physically on site to perform mission critical work.

The Confluence of IT Tools

Cell Phones

PagersLaptops

Wireless Handheld + IT Management Software

Mobile IT Management is a “Best Practice” and is becoming the norm for IT shops

DomainDomain

Windows 2000Domain Controller

2000 / XPProfessional Exchange Server

DomainDomain

Windows 2003Domain Controller

2000 / XPProfessionalExchange Server

Unix

Linux

SQL Server Oracle DB2 UDB Teradata

Routers Hubs Firewalls

Database LayerDatabase Layer

Server LayerServer Layer

Network LayerNetwork LayerCisco

3Com

Existing Mobile IT Management Options

A Mobile Enterprise Integrates with Alerting and Monitoring Tools

1. OpenView AlertNotification

2. OpenView sends alert to IT Admin

3. Admin receives alert from the field

4. Mobile softwareused to identify and resolve the issue (fordatabases, networks,

servers)

5. OpenView is aware event has been resolved / averted

The Mobility AdvantageFor IT Departments:

– Speed up remote access and emergency trouble-shooting

– Increase productivity by enabling more proactive monitoring

– Decrease Costs by decreasing unplanned downtime

For the Mobile Workforce:– Immediate access to data retrieval– Immediate, point-of-need data entry

34% of issues arise when the customer/CSR cannotimmediately connect to the infrastructure …

Mobile management brings the average response time down from 22 minutes to 2 minutes.

Return on Investment

Mobile IT Management Value Proposition

Increase Productivity– Administrators have the tools to be both reactive and proactive– End-user productivity increases as down-time decreases– Service Level Agreements (SLAs) are met or exceeded

Avoid Revenue Loss– Under-performing systems slow down revenue flow– Disabled systems stop revenue altogether

Simplify IT Management– Heterogeneous IT management: Manage any database, server or network device throughout the

enterprise– Single console – any form-factor: Dynamically adjusts to any screen size including wireless handheld,

tablet, laptop, sub-notebook or desktop

In summary, with mobile management, organizations can economize on people, on skills and get more out of established equipment and software

Mobile Access for Contingency Planning

Mobilize the organization for rapid recovery and timely resumption of normal activity

Empower the IT team to apply their expertise from wherever they are

Provide connectivity to critical databases and network systems

Enable staff, wherever deployed, to verify operations at back-up sites or data storage locations

Mobile software provides low-cost insurance against a major business disruption. By arming IT staff with secure, remote access to the infrastructure, organizations can:

Today’s IT Business Environment

Today’s IT Business Environment

"How much downtime can your environment handle at any one time?"

17% - None 35% - 1-15 minutes 30% - Less than 3 hours 11% - Less than 8 hours 6% - Availability isn't a concern

(SQL Server Magazine poll, 443 responses)

Wireless Users Outside IT Alert Workers

– Thin client, read only, one button response, like SMS or paging– Avg annual cost $416– Avg monthly data xfer 400K

Message Workers– CxOs, Blackberries, email centric, 1.8M users today, a projected high growth area for 2004, by 2004 60%

will use messaging in some form – SMS or email – projected users – 59M– Avg annual cost $889– Avg monthly data xfer 2mb

Forms Workers– Anyone who uses a clipboard, can be WLAN or 802.11b– Avg annual cost $1183– Avg monthly data xfer 10mb

Knowledge Workers– Unstructured. Messages, forms, thick client – healthcare worker, pharmacist– Avg annual cost $2,296– Avg monthly data xfer 40mb

Power Users– Use hot spots, want full fidelity, thick clients– Avg annual cost $3,106– Avg monthly data xfer 100mb

(Source: Gartner Group, March 2003)

Mobile Access for Users

Providing Remote Access & Management of applications

Database

Prototypes of Custom Wireless Applications

Mobile applications that access business-critical application providing real-time, wireless solutions CRM & Field Service, Installation and Diagnostic capabilities Customer Service, Project Management and Mobile ecommerce application

SBCField Sales

Mercedes BenzCustomer Service

QVCCustomer

Retention/Profitability

Army Corp of Engineers Project Management

Custom App Progress

Mobile/Wireless Benefits

NOP World Survey of WLAN users in 300 US organizations:

– Overall employees increased connectivity to their corporate network 1.75 hours a day.

– IT/MIS workers increased connectivity 1 hour a day.– Saving just 30 minutes a week per user would justify

the higher cost of a notebook computer over a desktop computer

Mobile/Wireless Benefits

Intel ROI Metrics

Intel’s Wireless Measurements were based on productivity data from various WLAN pilots. They showed that:

Benefits of UseTotal Cost of Ownership (TCO)

Number of Users

$300,000 / 3 yrs$20,000 / 3 years 32

$1,000,000 / 3 yrs$60,000 / 3 years150

$5,000,000 / 3 yrs$400,000 / 3 yrs1,000

More information: http://www.intel.com/ebusiness/it/feature/emobility.htm

Industry Mobility ExperiencesMobile CRM, SFA, ERP, and SCM:

Pitney Bowes launches wireless CRM to 1,500 field service representatives can keep in touch with their call center and service applications. Uses SAP and BlackBerry. http://www.computerworld.com/softwaretopics/crm/story/0,10801,94406,00.html?nas=PM-94406

Atos Origin:A leading professional services firm in Europe, recently equipped 45,000 field professionals with a mobile time and travel application.http://biz.yahoo.com/prnews/040505/sfw007_1.html

Sears:Equipped 15,000 service representatives with rugged terminals for their customer service and inventory control applications.http://www.mobileinfo.com/Case_Study/retail.htm

UPS:Uses 200,000 wireless terminals for their delivery and warehouse information. http://www.mobileinfo.com/Case_Study/ups.htm

Mobile Security:Massachusetts State Police will be able to perform real-time background checks at Logan Airport using BlackBerry and a database of over 200 million US residents. http://www.computerworld.com/mobiletopics/mobile/story/0,10801,94025,00.html?nas=MW-94025

Mobile Real Estate:Prudential Palms Realty uses BlackBerry for viewing property searches from the field. http://www.blackberry.com/products/pdfs/prudential_palms_realty_success_story.pdf

Mobile Pharmaceutical:Roche Pharmaceuticals accesses their CRM and keeps their physicians up-to-date while out of the office. http://www.blackberry.com/solutions/industry/pharmaceutical/index.shtml

Let’s get technical…

Mobile/Wireless Software Development Approaches

• Traditional approach:

– Screen-scrape Web pages into a PDA

– Simply allow data entry and data retrieval

– Build custom solutions requiring lengthy design and implementation

• More powerful, more timely:

– Provide real-time access inside the databases and servers

– Enable IT workers to identify issues, determine a course of action, and resolve issues immediately

– Develop secure, enterprise scalable software

– Empower IT professionals to work from anywhere at anytime

Mobile/Wireless Architecture

This is the “nuts and bolts” section. We will cover:

Typical Site Configurations– SSL/DMZ– VPN– VPN and RSA SecurID

Port Assignments on the Server Security Guidelines Wireless Technology Options

– Client/Server– Complexity: From Cellular Gateway to Device– Major Wireless Standards

Wireless Transmission Speed/Rate Multiple Tiers of Coverage

SSL in a DMZ Dual-Firewall Site Configuration

Mobile/Wireless Architecture

VPN Site Configuration

Mobile/Wireless Architecture

VPN and RSA SecurID Configuration

Mobile/Wireless Architecture

Mobile/Wireless Architecture – Server ConfigurationUnderstanding Ports

Port Numbers Standard Assignments

Port 80 The default HTTP listener port

Port 443 The default HTTPS listener (SSL – Secure Sockets Layer) port

Port 21 The ftp (File Transfer Protocol) port

Port 23 The telnet port

Ports <1025 (1-1024) Are reserved for system level duties

Mobile/Wireless Architecture - Security

Should incorporate or support:

Automatic session timeout

No proprietary data or passwords reside on wireless device

HTTPS 128-bit Secure Socket Layer

Mandatory server-side user authentication/authorization/auditing

– Oracle roles to limit access to specific users or areas of database

– Read-only permission option

Mobile/Wireless Technology Options - Client/Server

Server Software:

Java or .NET

J2EE: robust, scalable, distributed, 30 vendors

.NET framework: robust, scalable, distributed ; Windows-only

Both provide:Distributed computingSession ManagementPersistence layersVendor-specific Presentation layers

Client Software:

RTO: Real-Time Operating Systems

Immediate “boot” time

Less storage needed than other OS

Cannot be upgraded as easily as other OS

Requires a less powerful CPU than other OS

Pocket PC Internet Explorer

Most devices are 6x the processing power of Palm devices

Embedded Visual C++

.NET compact framework

Symbian OS Popular in Europe

Nokia, Panasonic, Siemens

SDK with C/C++ and PersonalJava

PALM

Most popular OS for PDAs

Web-clipping (PQA) or CodeWarrior or GNU C/C++ compiler

After PalmOS 5.0, multitasking

BlackBerry Push-based

networking (email, etc)

Web browser with BES MDS

SDK with C/C++ and PersonalJava

Mobile/Wireless Technology Options - Client/Server

Client-specific development

Targeting the device– PocketPC 2000 is not PocketPC 2002 is not PocketPC 2004, etc.– Why Nokia and Windows CE aren't the developer's friend

Device manufacturers and compact OS model The importance of device testing

Disadvantages– Maintainability– Code bloat for multiple target platforms– Deployment

Advantages– Speed– Visual design– Custom communication with back end

Mobile/Wireless Technology Options - Complexity

35

Oracle Solutions

Oracle Application Server

Provide data from multiple sources– Web sites

HTML XML HDML WML

– Databases– Java Servlets– Email systems

Etc. Render in multiple markup languages

– WML, cHTML, HDML, HTML– VoxML, VoiceXML

Oracle Application Server

Provides data through multiple gateways to multiple devices

– Gateways SMS, WAP, iMode, Web Clipping, Web

– Network-independent– Devices

WAP, Pagers, Palm, PocketPC, etc.

Oracle Application Server - Wireless Edition SQL Query web services 1-way and 2-way messaging Location-based services Interactive voice-active into databases Conceptually organized into

1. Content Adaptors ( Model )2. Service Manager

Manages Content source and runtime environment Controller

3. Content Transformers Java code XSLT View Personalization portals Public definition for vendors

Oracle JDeveloper - Wireless Extension Wireless Developer Kit JDeveloper Wireless Extension

– Example code– Templates– Wizards for common mobile user interfaces– Simulators

Download at www.oracle.com/technology/products/iaswe/developer/index.html

Additional Oracle Mobile/Wireless Solutions

Oracle Lite– Offline data applications: good for applications that require data

synchronization

Oracle EM2Go– Mobile layer for real-time Enterprise Manager functionality from

Pocket PC

Oracle E-Business Suite– Mobile Field Service – accesses data from the field

Uses Oracle AS Wireless as the technology

Oracle eLocation– Oracle-hosting solution for mapping, routing, and geocoding

Additional Oracle Mobile/Wireless Solutions

PeopleSoft Enterprise Sales for BlackBerry™

Summary

Wireless access simplifies the management of 24/7/365 operations Mobile IT Management is a “Best Practice” and is becoming the norm

for IT shops Mobile software and pervasive wireless connectivity can increase

productivity, depending on job function:– 20% or more– Up to an hour a day for IT professionals

Improves quality of life Benefits are proven ROI methodologies available

Mobile/Wireless Resources - Whitepapers

Secure Solutions White Paper

www.xb.com/_papers/Secure_Solutions.pdf

The Mobile IT Landscape – A Wireless Primer

www.xb.com/wireless/techreports/primer

How to choose a handheld

www.xb.com/_papers/Choosing_Handheld.pdf

How to choose a WISP (Wireless Internet Service Provider)

www.xb.com/_papers/Choosing_WISP.pdfMobile Software Development Technologies, a survey of starting points

www.xb.com/_papers/XB_Mobile_Tech.pdf

Wireless News:

www.mobileinfo.com

www.mobileinsights.com

www.mobilepipeline.com

www.pdabuzz.com

www.wirelessweek.com

Wireless Development:

www.wirelessdevnet.com

www.developer.com/ws/

http://www.mamlambo.com/mdn/

Mobile/Wireless Resources - Websites

Additional Wireless Resources:

AQ&Q U E S T I O N SQ U E S T I O N S

A N S W E R SA N S W E R S