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November 05, 2009

Android vs. iPhone: Business loses either way

The battle to win users' hearts -- and wallets -- has one clear loser: IT

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Here's an ad you'll never see: "The new Verizon (or T-Mobile or Sprint or AT&T) smartphone: Your IT department's best friend." After all, the smartphone wars have been about the consumer for some time now, promising more features, more fun, more glitz.

Despite earlier reservations, I've come to love my iPhone, especially when visiting a part of the country -- New York City comes to mind -- where AT&T's much maligned 3G network actually works. But when it comes to business environments, the iPhone falls short. In fact, with the exception of the BlackBerry (which isn't much fun), the smartphone as a class appears to be putting the needs of enterprise users and the IT jockeys laboring to protect enterprise security firmly in the backseat.

[ Find out Android 2.0's real odds of unseating the iPhone in "Android 2.0: The iPhone killer at last?" | Find business-oriented iPhone apps the easy way with InfoWorld's online app finder. | See the 21 apps Apple doesn't want on your iPhone. ]

Indeed, something ugly is under way. IT has the same responsibility for security and network management it's always had, but armed with powerful and relatively cheap smartphones, users increasingly have the power to circumvent those policies, says Gartner analyst Ken Dulaney.

And it will only get worse. Smartphones now account for 14 percent of overall mobile device sales, but by 2012 they will make up around 37 percent of global handset sales, according to a recent Gartner report. You'll see PC makers jumping into the fray, the Android platform will take off, and the battle will continue to be about consumer-oriented features -- not business readiness.

That's great news for consumers, who will benefit from competition-driven innovation and, hopefully, lower costs. But for the hardworking folks in the trenches of network management? "IT will be in a losing battle, blamed for things it can't control," says Dulaney.

IT security: All about the image
Notebooks and desktops, says Dulaney, "are typically managed by restricting the choices that users have by reducing the number of software images. This standards-based process ensures control by reducing flexibility." But try maintaining that system when users can buy a relatively cheap smartphone with as much power as a desktop had in the early 1990s.

"Furthermore, attempts by IT organizations to prevent the use of handheld devices has largely failed because of the number of tools [available] to work around IT policies. For example, users who are restricted from using wireless e-mail often find ways to redirect e-mail to outside ISP services, where they synchronize e-mail to their personally owned devices. This raises the security threat for enterprises because it means that control of e-mail routing has been lost," Dulaney says.

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BurkPhoto 5-Nov-09 10:53am

I'm sure there are plenty of valid reasons why IT departments must be "restrictive." But let's face it, the SmartPhone phenomenon is here to stay. Users will always find ways around whatever restrictions IT puts on them. Short of banning the presence of the devices in the enterprise altogether, there's not much that can be done to discourage someone who really wants to, from circumventing the usual restrictions.

That said, IT is, first and foremost, a service department, designed to support the needs of users and the goals of the organization. Protecting data stores and corporate intellectual property from unauthorized access is in there, but when IT methods and tactics conflict with users' genuine and approved needs and goals --- which they often do --- this just pushes users to find more circumventions and to become more devious.

Don't let your paranoia exceed your willingness to embrace and enable new tools, but don't stop watching your back, either. Remember, anyone can use a carving knife to cut Thanksgiving Dinner. The same knife is commonly used as a murder weapon, too.

Trust but verify. Education, leadership, and purposeful management are probably the only tools that truly matter when it comes to security. Yes, we need software and hardware that support our goals, but they needn't be so restrictive that we drive our users crazy.

Why do I harp on this? Because this argument is hocked up every time a new wave of technology hits the beach. You should go back in the annals and the archives and read some of the early pulp editions of InfoWorld around the time the PC revolution was just getting underway. IT managers were always harping about how they were "losing control" and "becoming irrelevant" and "being held responsible for user actions they could not control" because somebody was using a PC to crunch numbers or send data over a phone line.

That always sounds like a desperate power grab to me, or a veiled attempt to justify one's salary through layers of technobabble.

Jeesh. What is IT going to do when we have teleportation to contend with?

shamunda 5-Nov-09 11:03am
1 reply
I'm not sure I really see a problem with duality here. The only thing different today than that of yesterday is that you now have a "smarter" phone. Smart Phones have been around for years. Your arguement of forwarding work email to your outside account has always existed way before smart-phones. In fact every point made would still be the same, if you had your own laptop with you. However, the solution for IT is not about controlling the consumer device. We really don't care about that. The only thing IT cares about is that you use what we provide as business policy. For example you own an iPhone, but, want to use it to connect to work email, except, IT has already provided you with a Blackberry. We/IT don't really care whether you have an iPhone or not, the policy is to USE the blackberry for work. If you don't like it then that's too bad. It really is that simple. We're not meant to jump through bells and whistles because you want to connect a personal device to a corp network. So we absolutely don't care what devices you have for personal use. As for the vendors that create those devices that don't play well with the enterprise. Well they had a different target in mind, and you wanted the bells and whistles that went along with that device, but that choice was yours not IT. So again, IT still not caring. Also note that the STORM 2 does indeed rock ;) Which still works with the multitudes of BES servers in existence in corp networks. *HINT* You also mention how it circumvents security, however that's an ambigious statement. For example most smart-phones have wifi, and most companies have WiFi. However most companies protect their wifi, so you're not just connecting to the company wireless with your device. So that part of security circumvention is out the window. You don't have ethernet ports on your phone, so that's a no brainer, so what's left? You're saying your seperate 3g connection is a threat to my network? And what to stop me from just simply calling someone on a payphone to give them information? In what way is that any different than my home computer be a threat to the company network? No, these threats you hear about smart-phones are not a work of issues they cause, but about poor IT policy that are in place to begin with, and therefore will exist with ANY device. As for tweets, IM'ing, and facebook, and all the other social crap...That's fine as long as it doesn't have anything to do on our network. If you're not being productive because of your own personal device, well that's a matter between your supervisor and you, but has nothing to do with corporate networks. Personal device not doing anything to corp network = IT could care less.
SteveS 5-Nov-09 11:42am
1 reply
As an IT Manager, I'm appalled by the comments here from people like "shamunda". It is the ignorance coming from people like this that give IT a bad name. On one hand, you can't have a "free for all" where anything goes and allow everyone to do everything. That would be a nightmare to support. At the same time, it's equally wrong for IT to arrogantly dictate the standards to which the rest of the company must follow. There is a compromise somewhere in between. For example, as the iPhone becomes more popular, it is incumbent upon IT departments to conduct field tests and validate that phone for service. Prior to the 3.0 release, it would have been fair to suggest the iPhone wasn't ready for the enterprise. That's no longer true today though. The same goes with Android. RIM is fine for e-mail, but smartphones in general are more capable these days. Using a Blackberry is down right cumbersome compared to an iPhone and no, the Storm 2 does NOT rock. Its okay for a blackberry, but the bar has been raised a couple years ago. On a separate note for Bill Snyder, you might want to do some research in terms of the details of Active Sync policy support before you continue making ignorant claims about Apple's bugs and other such nonsense about cover ups. Galen Grummen exposed himself as an idiot with his initial tirade and you're following the path of the fool who follows the fool by repeating such nonsense. Much has been written on the topic, Google is your friend.
shamunda 5-Nov-09 12:40pm
1 reply
Then perhaps you shouldn't be an "IT Manager". Policy is dictated in every organization that have strict guidelines already set in motion. They are there because your so called "Field Test" were already conducted. Budgest were already created for the materials needed to support the infrastructure, and then task are delegated for how those items are delivered If your company provides Blackberries, then someone created a business case and presented a budget to purchase those items which are now contracted under whatever data-plan, software, and hardware agreed. Why then do you think it's absurd to simply be flexible for the budget that your wasting for personal devices? Yes two words are correct, "your fired", would definitely fit your case because you're wasting spent resources. IT has the right to arrogantly dictate what employees must/can use within an organization because there are real dollars that was spent on an infrastructure that was put in place and has been churning away for years without incident. If there's a real value that your device adds to the bussines then it would be something to revisit and consider but there's no way in hell you can convince me that I need to be flexible simply "because"? That's not a valid reason. Try again. Lastly, the storm 2 does rock and can very well do more things "corp" than any smartphone i've seen. I'll repeat - it does rock cause it can do more things on the enterprise -without having to buy addon apps...Example Remote DESKTOP - try that on any smart phone without having to either buy third party app or through some bs vnc into the mix. Your arguement thus far is still consumer based and again, has nothing to do with the Enterprise.
SteveS 5-Nov-09 2:39pm
1 reply
Shamunda, you're way of thinking is exactly why large businesses often have pockets of rogue IT groups just so they don't have to deal with people like you who are inflexible and unable to adapt. To that end, don't be surprised when your function is "outsourced".

Additionally, I made no mention of additional material expenses in terms of budget, etc. nor did I recommend skipping the process of making a business case, etc. Governance and proper change management are essential and they are not in conflict with being flexible and adaptable. The bottom line is that IT is in place to support the business needs, not the other way around. Your dogmatic approach gives the rest of us in IT a bad name. Shame on you... ;-)
shamunda 9-Nov-09 10:25am
Ok give me an example of a business case that I would need to be convinced of, for why I should be open to a different solution aside from the $$$$ that was already spent. Give me an example of a business case that fits the company (not your personal needs), and a case for why I should consider an alternative rather than one provided, and for which I would be able to recover cost. Then I would have a better understanding of what you're trying to say. Otherwise I don't, and I won't and the reason why my function hasn't been outsourced in oh say 15 years, is because I put proof in the pudding ;) So let's see yours.
tomaddox 5-Nov-09 11:08am
This problem can be resolved by two words: "You're fired." If management will support the need of IT to mitigate the risks imposed by external devices (USB sticks, smartphones, personal laptops, etc.), then employees will toe the line. As soon as they discover that they can break the rules without sanction, they will, and IT must seek a technical solution, which winds up being a huge waste of time and money.
GPOEscc 5-Nov-09 12:30pm
1 reply
From the perspective of both the company aht IT is is imperative that a standard device and service be established to manage off-site/off-line management and monitoring. Given that IT can/should deliver "C" level execs their daily-dose of dashboards and financial management tools, that platform, then, must be consistent and available.
shamunda 5-Nov-09 12:42pm
Agreed, and if the Corp is willing to provide you with the tools, devices, etc...for having that ability then there should not be any need to want or try to circumvent what's provided.
Reed_On_The_Run 5-Nov-09 1:52pm
With smartphones, the business users are taking over the drivers seats in many of our clients. The invasion of employee-liable devices of all types connected to corporate systems and with corporate data is a new mess for IT. Absolutely the old word of enforced standardization as is gone as Bill says. IT needs to find a way to say yes while still protecting the businss and their own butts. So we're seeing shift towards "selective compliance" where IT will spec a subset of platforms they will support with a set of rules about how they can be used and what level of support the mobile user will get at what cost (typically via chargeback model that varies by device type and level of support). They are also adding management tools to audit and track the mobile devices, ensure compliance, detect violations, etc. So the solution seems to be mix of political will, policy change and management tools. Brian Reed, BoxTone Mobile Solutions
Ragnarok 5-Nov-09 2:24pm
1 reply
If the user community is willing to go to their own expense to go around the "control" that IT has deemed from their Mt. Olympus meeting rooms, it has to make one wonder why. Perhaps IT can try something new. How about something like LISTENING TO THEIR USERS instead of just dictating things that only make sense to the high priests in IT ? I know that may seem like a really crazy idea to many IT folks, after all, what could those idiot users know anyway? If it just wasn't for the fact that those pesky "idiots" are your customers...something you guys always seem to forget. There is always a balance to be had in all things. When people are willing to spend their own money to get around policies that make no sense to them, YOU, Mr. IT person, are doing something wrong. Stop being so arrogant thinking that your solution is the only solution and open your minds to what your users are saying.
dlove 5-Nov-09 3:05pm
This persistent idea in the DAU (Dumb Ass User- I use this lovingly) community that IT somehow answers to them is ridiculous. "If it just wasn't for the fact that those pesky "idiots" are your customers...something you guys always seem to forget"- well, sort of our customers. See, EVERYONE in a corporation seems to think that the IT department is there solely for them- personally. This simply isn't the case. Yes, you are our customers in the sense that if we don't treat you right, sales go down, productivity lessens, the business suffers as a whole. However, IT is not there to placate the whims of the end users in much the same way that IT isn't there to do the users job either- and you'd be amazed how many times IT is asked to complete tasks that the user community is supposed to be capable of. The difference is that IT figures it out and frankly doesn't have a fall back department. Further, the users need to realize that IT really does make measured decisions on the direction of the corporate computing environment because, believe it or not, they really do know more about this stuff than you, the user, does. Get over it. It's what the IT department is paid *sometimes* handsomely to do.

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