Navigating the Legal and Audit Implications of BYOD Initiatives

David Johnson

While the consumerization of IT marches on, in its footsteps lurks the specter of unknown risk. We live in a world of zero-sum games of litigation where suffocating regulations are the norm, and failure to comply can draw millions in fines and lawsuits. Technology diversity multiplies the challenge of maintaining compliance — it’s no wonder so many IT shops take a one-size-fits-all approach to workforce computing and forbid bring-your-own-device (BYOD). But it doesn't have to be this way. It’s possible to craft an approach that brilliantly achieves the conflicting goals of embracing BYOD and consumerization while slashing the risks and costs at the same time. Our recent research on the topic comes from working with lawyers and auditors who specialize in technology law and compliance reveals that it can indeed be done.

You Still Have to Act But the Cure is Often Worse Than the Disease
The technology attorneys we interviewed for this research agree — once you learn that BYOD is happening in your organization, you have a legal obligation to do something about it, whether you have established industry guidance to draw on or not. The answer is seemingly simple: Take action to stamp out the risk. However, the answer isn't that straightforward because: 

  • The more restrictions you put in place, the more incentive people will have to work around them and the more sophisticated and clandestine their efforts will be.
  • There is no data leak prevention tool for the human brain, so arguably the most valuable and sensitive information walks around on two legs and leaves the building every night. Accepting this is important for keeping a healthy perspective about information risk on employee-owned devices.
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Three Business Scenarios That Justify Cloud Collaboration Deployment In Asia Pacific

Nupur Singh Andley

I am currently in the process of wrapping up a report on implementing cloud collaboration solutions in Asia Pacific. For this report, I interacted with technology vendors, collaboration service providers, and customer organizations to understand the current state of cloud collaboration adoption in Asia Pacific and the drivers and key criteria that organizations need to consider when evaluating a solution and service provider. Three distinct business scenarios emerged as the most appropriate for cloud collaboration services deployment:

  • To reduce the total cost of ownership. Compared with an on-premises infrastructure, public cloud deployments offer a lower total cost of ownership to individual companies, as multiple customers share the service provider’s infrastructure and associated costs such as hardware, software upgrades, and IT maintenance. While it’s beneficial for organizations across all segments, it’s especially advantageous for small and medium-size businesses with limited IT budgets and small IT teams.
  • Implementation in greenfield projects. Existing legacy communications infrastructure investments discourage customers from adopting cloud solutions. But this works well for newly established companies, as it offers better flexibility and efficiency at a lower operating cost — a critical business requirement, especially during the first few years of operation. Furthermore, lower upfront expenses help customers boost business agility and utilize funds for functions that are critical to operations and help them gain a strategic advantage in the marketplace.
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Citrix Acquires Framehawk, Bolsters Enterprise and DaaS Portfolios

David Johnson

This morning Citrix announced the acquisition application mobilization vendor Framehawk for an undisclosed sum as the battle for high performance for corporate Windows apps on mobile devices rages on. Here’s my take:

It's a good acquisition for Citrix and in turn for I&O pros for 3 reasons:

  • Some of Framehawk's technology will be additive to Citrix's enterprise portfolio. Specifically, Framehawk's framebuffering protocol - called Lightweight Framebuffer Protocol, or LFP - is designed for mobile carrier networks like 4G/LTE where there is often highly variable latency, loss, and jitter. Citrix will add it to their arsenal alongside HDX to improve the end user experience of server-hosted Windows applications on mobile devices for XenDeskop App Edition and XenDesktop.
  • It will be a boon for DaaS providers' customer experience. Citrix is in the business of building a Desktops-as-a-Service (DaaS) platforms for service providers. One of the barriers to the success of DaaS in the enterprise, and a potential source of value for service providers, is the user experience on mobile devices over mobile networks. Another player to watch the remote desktop/app protocol space for mobile networks is RapidScale.
  • It's a competitive take-out play as well. Delivering Windows apps from the datacenter to both corporate and employee-owned desktops, laptops and mobile devices is what Citrix does - it's their place in the technology universe. Framehawk's technology approach, while expensive, has some advantages. Citrix was probably starting to see them in more deals as competition.
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Wearables 2.0 at CES 2014: Richer Business Models And Enterprise Relevance

JP Gownder

Las Vegas – Hello from the Consumer Electronics Show (CES) 2014, an industry gathering point for technology vendors, retailers, partners, media, and industry analysts. Like many, I’m here to meet with the innovators, witness demonstrations, and assess the state of the technology industry in 2014 (and beyond).

As they were at last year’s conference, wearables will be a very hot topic at CES 2014. But in the fast-moving world of technology, a year is a long time. In 2014, wearables will graduate to their 2.0 state. To understand this 2.0 iteration, Forrester released two new reports that clients can read and download. The first is an overarching view of the enterprise aspect of wearable technology, The Enterprise Wearables Journey. The second focuses on wearable health, Building A Fitter Business With Wearable Technology. Let me offer a sneak peak into why Wearables 2.0 is a critical topic.

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Start Your New Year Off Right – Make a Resolution to Measure IT Service Desk Customer Experience

Amy DeMartine

A few months ago in my blog about Drake and Service Management, I hinted twice that I would talk later about how to measure success and how to change from a culture of speed.  In the report “This Isn’t Your Grandfather’s Service Desk”, we have taken the research from our team that supports Customer Experience Professionals and applied it to the IT Service Desk.  Forrester recommends that all IT service desks determine the Customer Experience Index (CXi) by taking a survey of business customers to test how effective (met the needs), easy, and enjoyable their interactions have been with the IT Service Desk over the past three months.  By measuring the customer experience and coupling it with the metrics of speed traditionally collected, a true picture emerges of the success of an IT Service Desk.  However, we found that only 1/3 of business customers are surveyed about their experience with the Service Desk whether it’s random surveys or surveys after each ticket.  We can do better!! 

If you haven’t started measuring the customer experience at your IT Service Desk, make a New Year’s resolution to start now (and I don’t mean one of those New Year’s resolutions that peter out about 2 weeks into the New Year!!!).  Starting with a baseline will help you understand how you are progressing at customer experience and give you an understanding of what needs to be fixed in order to make the customer experience at the IT Service Desk even better. 

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Predictions for 2014: Computing Technologies In The Age Of The Customer

JP Gownder

I've published a report for Forrester clients, "Predictions 2014: Mobility and Computing Technologies in the Age of the Customer." This blog post offers a sneak peak into the content.

With 2013 coming to an end, it’s time to bring out the crystal ball and make some predictions about 2014. Those who follow Forrester’s research will know that we’re living in the age of the customer, a period in which customer obsession will be the key to winning in all markets. Computing is a critical technology element in the age of the customer: The use of tablets by sales professionals creates richer experiences for prospects and customers, even as the use of wearable technologies by health professionals helps phlebotomists find the vein in a patient’s arm more quickly. Computing is a front-line, customer facing experience that helps companies win and serve customers more effectively.

With that context in mind, I present six meta-trends that will be critical for computing in 2014:

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Overview of Healthcare.gov's Tech Challenges

Lauren Nelson

Before jumping into the Healthcare.gov case study, I wanted to highlight an announcement that was overshadowed by the press surrounding the Healthcare.gov story: Verizon Compute Cloud & Verizon Storage Cloud. Verizon made a signifcant announcement regarding its new public cloud solution that veered away from its original "enterprise cloud" messaging and towards a commodity based approach. With this approach Verizon looks to compete more directly with the likes of Amazon Web Services (AWS) by providing the same low cost for baseline products but with higher levels of performance. Rackspace recently announced its Rackspace Cloud Servers product with this same goal, although this was likely motivated by CloudSpectator's report published earlier in 2013. Rackspace used this opportunity to step up to the plate. Performance is a rising complex issue that makes "Let's just move it to the cloud" beyond an overly simplified statement. With that said, here's the overview from what I've seen this far: 

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Cisco Is Bullish On The Midmarket For Growth In India

Nupur Singh Andley

In the first week of December, Cisco India held its analyst summit to share its 2014 strategy. Given low market morale following the sharp decline in Cisco India’s Q1, FY 2014 revenues, the event was timed well to reinforce Cisco’s ongoing commitment to the Indian market. Amongst many forward-looking statements made at the event, one message stood out – target the rising midmarket (which Cisco defines as companies with 100-1000 employees) to drive growth in India. Following are the key initiatives that the company outlined to grow its mid-market business:

-          Expanding channel network in tier 2 and 3 cities. Cisco is focusing on expanding its channel ecosystem in two ways – working with independent software vendors (ISV) to jointly develop vertical-specific solutions aligned to midmarket needs; and promote Cisco’s cloud-based offerings through hosted collaboration services (HCS) partners. This is a solid strategy given the physical proximity and influence that these local partners have on firms in smaller cities.

-          Incentivizing partners and equipping them with tools to boost sales. Cisco is offering handsome incentives to its channel partners focused on midmarket. Cisco is also offering a mobile customer dashboard application to partners that provides key details regarding the account, such as organizational information, past purchase history, preferences, etc. to help ensure an effective sales engagement.

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Death To CMDB! Long Live The Dream!

Glenn O'Donnell

I’m sitting on my sofa at home (Yes! Home!) on Sunday morning just before Christmas. I’m “shut down” for the holidays now, but of course, I’m watching Twitter and now listening to my brilliant friends Chris Dancy and Troy DuMoulin discussing CMDB (configuration management database) on the Practitioner Radio podcast. It’s a marvelous episode, covering the topic of CMDB in with impressive clarity! I highly recommend you listen to their conversation. It’s full of beautiful gems of wisdom from two people who have a lot of experience here – and it's pretty entertaining too!

I agree with everything these guys discussed. In particular, I love the part where they cover systems thinking and context as the key to linking everything conceptually. I only have one nit about this podcast, and the greater community discussion about CMDB, though. Let’s stop calling this “thing” a CMDB!

I coauthored a book with the great Carlos Casanova (his real name!) called The CMDB Imperative, but we both hate this CMDB term. This isn’t hypocritical. In fact, we make this point clear in the book. Like the vendors, we used CMDB to hit a nerve. We actually struggled with this decision, but we realized we needed to hit those exposed nerves if we were going to sell any books. Our goal is not to fund a new Aston Martin with book proceeds. If so, we failed miserably! We just wanted to get the word out to as many as possible. I hope we've been able to make even a small difference!

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A New Twist To Glenn’s Annual Analyst Relations Award

Glenn O'Donnell

Late December is always a good time to reflect on the year gone by and think about the people that made the year special. Among the people who are special to analysts are the many people we work with in the vendor community. The key contacts we have with the vendors are in the field of Analyst Relations. It must be a tough job, since they probably find themselves in a constant game of tug-and-war between the analysts and their employers – they being the rope that’s getting pulled, of course. It is often a thankless job, so I want to say, “Thank you!” to them all!

For the past few years, I thought it would be a nice gesture to award a semi-formal recognition to the Analyst Relations professional of the past year. There is no trophy, plaque, or certificate, just my personal gesture of appreciation.

For the subset of AR pros I encounter, one name has appeared repeatedly on the winner’s list – Liz Kingof CA. In fact, she has won 3 of the four awards so far. Liz is amazing! She embodies all the qualities of greatness in this field! Another stellar professional won it in 2011, Linda Sanders of HP. This year, we have another name making this venerable list, but I have to also give special kudos to Liz, who was once again incredible in 2013.

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