December 2008

How do you keep control of mobile computing devices conveniently and cost-effectively while they're out in the field? Sharon Clancy finds that help is at hand in growing abundance, so long as you know what you want

Wireless mobile working has been around for long enough for businesses to acknowledge that skimping on device specification can have repercussions right down the line – making the equipment prone to more frequent and costly repairs, with a knock-on effect on total cost of ownership (TCO) figures.

As user-companies roll out their second- or even third-generation mobile work solutions, they are also recognising that TCO is affected by the extent to which those devices are managed actively in the field.

Which is why mobile device management has become such a focus of attention lately. A sign of this is the fact that it is being referred to increasingly by its acronym, MDM. Indeed, the market has reached the point where for many businesses, the debate is no longer whether MDM is necessary, but rather about what exactly the phrase means – or should mean for them.

Arriving at a consensus is not helped by the growing diversity of MDM solutions out there. As more vendors have woken up to the importance of mobile device management, they have tended to develop MDM applications that reflect the focus of their own business.

So these days MDM applications can include any or all of the following: device deployment, software updates, help desk, remote control, asset management, device configuration, device status and diagnostics. Which of that lot do you think fits your requirements?

In reality, MDM is not a new concept. Mobile device manufacturers have for many years offered tools to manage the devices themselves, as well as to do some repairs on them and keep track of their whereabouts. Some makers – Psion Teklogix and Intermec, for instance – also add in-the-field monitoring of device performance.

But the concept has been gradually extended, and taken up by more players. Enterprise mobility system suppliers such as Dexterra, Sybase and Wavelink, for instance, now incorporate device management in their platforms, as do managed service providers such as Cognito. Even the network operators have got the message about how important MDM is for their business customers. Orange, T-Mobile and Vodafone all offer enterprise-level MDM applications.

MDM application specialist B2M believes this piecemeal adoption of device management services poses a danger of causing confusion and even raising costs. 'Without an agreed definition of device management, the mobile industry is failing its customers,' warns Dave Elliott, sales director. 'The industry needs to clarify how all the components of a mobile enterprise will fit together, and must take greater responsibility for how it offers its products.'

The next version of B2M's mprodigy MDM suite incorporates ITIL standards. These are a set of policies for managing and measuring delivery of information technology within a business. The concept is well established in the realms of office-based IT, but is relatively new in mobile computing, says B2M.

Elliott says that solutions combining all the user-company's requirements in one generic tool are not the answer. There is a vast difference, he points out, between a situation where mobile workers simply find they can't make a phone call for a while, and one where workers are using mobile devices on mission-critical tasks, and a hardware failure will have major implications on cost, contract compliance or safety.

And on top of that, there is also a difference between supporting smartphones and PDAs and supporting rugged mobile devices.

The larger the deployment, the greater the potential for anarchy in the field, points out David Perry of Cognito. 'User-companies need to have some sort of control to stop avoidable problems occurring.'

Predictability of performance is key, he says. 'If a device slows down, a mobile worker can't be expected to know that this is because some background process has started. He will simply complain that the device isn't working properly.'

Neil Bonner of Motorola develops this point. 'The importance of device management in controlling costs is not always appreciated by those managing a deployment,' says. 'However, once managers realise how much downtime is caused by issues that could have been resolved remotely, they realise how important it is to have a management system in place.'

Dave Upton, managing director of DA Systems, advises selecting just one vendor for device management solutions. 'This approach will push your costs down and keep things simple.'

Upton also warns against over-complicating things. 'Most device management vendors offer a range of functionality that users never need (think: sledgehammer to crack a nut), so consider what functionality you actually need, and compare this against what your mobility application can already deliver. Most good mobile application providers offer device management tools within their software package.'

Larry Klimcykz, managing director of Blackbay, says some IT departments underestimate exactly what is involved in programming software for mobile devices. 'It requires very tight programming to maximise functionality with minimum memory use.'

Defining MDM

So what should be included in device management applications? There is a growing consensus that any MDM solution should include a range of core elements: device lock-down, device security, asset management, over-the-air (OTA) updates for firmware and software, remote help desk control and diagnostics, and user statistical analysis.

Damaged goods

One revealing statistic demonstrates why remote diagnostics are crucial in keeping the cost of ownership low. Talk to any device manufacturer or repair specialist, and one fact will stand out. A large percentage of devices returned for repair are in fact, working perfectly. The fault lies not with the device, but with the software, the communications system or the user.

Of the 5,000 rugged PDAs sent to Ryzex each month for repair, for example, up to 20 per cent are classified as 'no fault found'. As managing director Adrian Lawson points out: 'Apart from the actual cost of despatching the unit for repair, there are hidden costs in terms of productivity losses. The fault lies in the software, communications or user lack of knowledge. OTA diagnostics can halve this rate of return.'

Mobile networks

The mobile network operators are the latest to spot the potential revenue to be gained from offering MDM in a software-as-a-service guise.

'When it comes to mobility,' says Rob Dalgety, sales director for minformation, 'IT departments face several challenges, not least of which is the number of interfaces they have to manage. Businesses want levels of security similar to those available on more sophisticated mobile devices such as laptops, and remote manageability of devices.'

He adds: 'IT managers are used to configuring computers and systems from the top down. They want the same for mobile assets, and don't want to rely on mobile workers *doing it themselves'.'

Software-as-a-service mobile device management applications are available from Orange, T-Mobile, Telefonica O2 and Vodafone. The networks see a strategic opportunity in providing services that offer support to businesses deploying mobile data solutions.

The are definite benefits to using a service provided by a network, says Dalgety. It can be quick to deploy, because managers can use a Web interface to manage all the devices on that network; and there are no issues with operating systems, because the network operators takes care of that.

To take an example, Vodafone's version, Global Device manager, forms part of the company's software-as-a-service applications suite. Users pay a fee per month per device, and in return get all the features you'd expect. It works with the Windows Mobile 5 and 6, Symbian and Palm operating systems and on most devices that use them.

Users can enable or disable phone functions such as cameras and Bluetooth according to company policies. The service is hosted on a secure server located in Germany, and operates across all Vodafone networks. The help desk can then access the online Device Manager portal, where they can view, interrogate and remotely control the device.

Handheld makers

The rugged device manufacturers are no slouches either. Intermec and PsionTeklogix are among those that offer full-scale mobile device management applications. Intermec's SmartSystems Foundation lets you view and configure all of the settings contained in a device from one location.

Foundation automatically recognises SmartSystems-enabled devices such as 700-series mobile computers, printers, RFID components, software applications, barcode scanners and other peripheral and network devices as soon they are placed on the network. Many SmartSystems-enabled devices feature a Ready-to-Work Indicator – a blue LED that gives users visual confirmation that the device is on the network and functioning properly.

Intermec also recognises that it is not enough to just manage the devices, so has teamed up with device management specialists such as Wavelink Avalanche to provide automated and remote software distribution and to diagnose user issues.

Psion Teklogix's Mobile Command Centre can manage the deployment, support and maintenance of mobile devices, whether they are used in the warehouse or in the field. Administrators can control and monitor devices, generate activity and asset reports, distribute or update software on devices, configure applications and devices, remotely control devices, and troubleshoot and correct problems.

Repair services

Device manufacturers now have some slick repair and service programmes. Over 75 per cent of Motorola units are sold with a service contract, says Chris Ranger, director of services for Motorola's EMb division.

Ranger has been heading up Motorola's service division since the company set up its centralised repair base in the Czech Republic four years ago. At the time this move was thought ambitious by many in the industry. Now centralised repair operations are the norm, and are the backbone of some impressively fast repair turnround times from the leading device manufacturers.

With Motorola's Service-from-the-Start program, it is cheaper to buy a three-year service contract at the point of purchase than to add a two-year service contract at the end of the free one-year warranty.

Another trend in service contracts is that they are now more inclusive, and cover accidental damage and even abuse as well as fair wear and tear. If, for example, your device goes in for a screen repair, and the technician discovers another fault, this is repaired at the same time. There's no need for the company to wait for further authorisation. Motorola even includes accessories such as straps and missing styluses.

Buyers of LXE ruggedised devices get three years of the company's ServicePass repair programme for the price of one-year's backup. LXE guarantees three-day repairs for equipment, as well as 24/7 technical support, remote configuration and even project support services. If the problem can't be resolved over the phone, a service engineer will be sent. ServicePass also includes a Web-based facility under which users can obtain repair numbers, check on equipment and view records for configuration and service history.

Abuse-inclusive contracts could, of course, end up costing the manufacturers a lot of money, but they seem pretty relaxed about it. 'Our devices are robust, so the abuse has to be persistent or severe to stop it working and render it uneconomical to repair,' says Paul Westmoreland, managing director of Psion Teklogix. 'I-serv offers insurance against accidents in the field and takes the subjectivity out of defining what is normal wear and tear and what is abuse.'

However, he points out that where user-companies have good control over devices and how their employees use them, a repair contract with separate charges for abuse might be more economical and reduce TOC. Typical abuse, he says, usually affects the physical interfaces; keys might get picked out of the keypad, or the screen might get damaged with a ballpoint pen.

'All-faults' repair contracts can reduce the amount of buffer stock a company needs, says Westmoreland. 'Guaranteed repair turnround time means large buffer stocks are no longer required, so you only to need to buy the absolute minimum of spare units.' For mission-critical operations, some resellers and service companies offer pre-configured devices to swap in the field.

I-Serv is the name Psion Teklogix has given to its recently-overhauled service network. It is bullish about the benefits, claiming TOC costs can be cut by 50 per cent. 'The idea is to replace piecemeal offerings that can create gaps and leave customers unsure what is covered in their service plan.'

Honeywell's Service made Simple programme includes wear and tear and accidental breakage. Like its rivals, Honeywell wants to encourage buyers to take our repair contracts, so offers several carrots. Buying a three- or five-year service contract within 30 days of purchase confers extra benefits, which could include a guaranteed three-day repair turnround, automatic engineering and firmware upgrades, and inclusive next-day return freight charges.

You can also add a service contract within the warranty period that excludes accidental breakage or an extended warranty.

BOX: Mobile Device Management: core features

Device lockdown

Ensures the device can be used only for business purposes, and secures any data held on the device.

Device security

Disabling of devices which have dropped off the radar. Particularly useful in organisations with high staff turnover.

Over-the-air updates

Automatic updating of applications and firmware without the need to bring the hardware in off the road. It keeps your mobile workforce out in the field.

Remote control

This allows support staff to view the screen and interrogate the device if it stops working.

Asset management

Allows managers to track hardware and software assets by location or business unit or some other grouping.

Device statistics and analytics

To maintain efficiencies you need to monitor things such as battery strength.