A BYOC program enables the use of employee-owned smartphones, tablets, and laptops for business use. The growing popularity and use of personal devices, such as the iPad, is challenging IT to develop a position on their use in the workplace. This storyboard explores: •The objectives for a successful BYOC deployment: reducing cost and complexity of desktop management; improving agility and accessibility; and ensuring that security is not sacrificed in achieving those goals. •Building out the four pillars of capability to prepare your environment for BYOC: infrastructure, security, operations & support, and policy development. •Refocusing efforts in the last mile by developing a clear communications strategy to manage expectations and prepare for change. Success in BYOC can be achieved. Rather than just saying no, focus on how to drive positive, secure change in the desktop environment.

1. Consider BYOC as Part of a Desktop-as-a-Service Strategy

6. However, there is interest & real benefits available for those who want to take advantage of the opportunity IT Benefits Dealing with less break/fix and more infrastructure, security, and strategic initiatives – issues with a higher priority. Lowering costs through elimination of the function of acquiring, configuring, deploying, and maintaining end-user IT assets. Improved efficiency in application management and delivery through centralization means not having to manage applications across distributed assets. Business Benefits Incentive for recruiting and retention. Hire remote employees to reduce office real estate costs and maximize the available talent pool. In business continuity situations, employees can have their work with them outside the office in case of emergency. End-User Benefits Sense of ownership and greater end-user satisfaction. Employees can set their own preferences for their devices. Work flexibility and agility. Ability to use the tools that fit their needs and work style. 100% Laptops 12% 19% 17% Tablets 17% 13% 16% Smartphones 11% 16% 25% Very Interested Implementing Somewhat Interested Not at All Interested Interested Source: Info-Tech Research Group N=75

7. Interest in BYO has escalated because of advancements on both the IT and the consumer side Info-Tech Research Group Generation Y Millennials started entering the workforce in larger numbers and are often associated with the consumerization of IT. Many of the next generation employees don’t remember a world without the Internet and are used to having the latest PC or Mac at their fingertips. Some companies are using BYOC as an incentive program to attract new talent; however, most companies are not likely to look at this as a top driver for business decision-making. Tablets Bring Your Own Computer might more aptly be called BYO Device (BYOD), as much of the recent interest has been driven by iPad users and the proliferation of tablets and smartphones in the workplace. The pressure on IT began as a result of end users and C-level executives wanting to take advantage of their latest toy. As the number and capabilities of tablets on the market continue to grow, so too does pressure for BYOC programs. The Cloud Available SaaS options are almost unlimited – covering, for example, Payroll, Accounting, CRM, Project Management, and HR Management Systems. Online productivity suites are also maturing year over year: Google Apps , Zoho , and now Microsoft Office 365 all offer the potential to reduce application maintenance costs by placing responsibility for patching and upgrading in the hands of a third-party cloud vendor. Virtualization Desktop virtualization is continuing to take hold in organizations of all sizes. Desktop virtualization can range from the virtualization of individual applications to full desktops. Organizations that are farther along the virtualization path are looking for new ways to leverage this desktop-as-a-service delivery model to reduce hardware and support costs. IT Consumer

8. BYOC can be a hot topic for IT – both for and against it; a conversation is potentially confrontational but necessary Info-Tech Research Group In Info-Tech’s survey of trends to watch in 2011, BYOC came dead last. BYOC has established itself as a polarizing topic among IT professionals. Some are very optimistic while others are vehemently opposed to the idea. Interestingly, while BYOC is last, interest in and adoption of desktop virtualization (DV) is very high. DV is seen as a significant enabler of BYOC, and this may predict the future state of BYOC on this chart. I’d love to be the Dr. No, but that’s not a culture that I’ve ever promoted in my organization. We can’t say no to people. They’ll just work around you. These things will come in whether you like it or not. So you better figure out how you want to manage it.” - CISO, Government “ Bring Your Own Computer might more accurately be called BYO Device (BYOD), as it includes a full range of devices from smartphones to tablets to laptops, and whatever the future brings. “ I was talking to a major ISV that employs probably 10,000 people or something like that. And they ran a scan to see how many unmanaged devices they had. They called them cockroaches. And they had 3,000 unmanaged devices that were connected to the network, and they have no idea who owns them. And they definitely didn’t buy them. So whether you like it or not, it’s happening, and IT needs to get on top of it.” - From conversation with virtualization vendor The more IT resists, the more end users are going to push. It’s an age old problem that will only get worse with time: shadow devices on the network . High Low Adoption Interest Source: Info-Tech Research Group N = 254

9. Where this solution set fits: BYOC is enabled by desktop virtualization capabilities Those considering or already implementing BYOC can do so because they are developing capabilities that enable multi-device access and alternatives to traditional desktop PCs. Info-Tech Research Group Question BYOC is fraught with difficulties in a traditional distributed client PC environment. As organizations begin exploring alternative delivery methods, when is the best time to consider BYOC? Answer BYOC can be, and is being, considered by those who are moving away from the traditional distributed fat client model. Who would that be? Organizations that are exploring alternatives to desktop PCs for workers (laptops, thin clients, tablets, and smartphones) as well as alternative application delivery methods such as application presentation, cloud-based SaaS, and Web-enabled applications. Organizations that are invested in or interested in investing in desktop virtualization are better prepared for BYOC and willing to extend their capabilities to this service. Those who are not leveraging virtualization technologies to replace traditional desktops are less likely to be interested in BYOC. Related sets that address aspects of desktop virtualization: Develop a Desktop Virtualization Strategy Select a Desktop Virtualization Solution Build Steps to VDI Implementation

10. Take a device-agnostic approach, but recognize that different devices are used for different purposes Info-Tech Research Group Smartphones, tablets, and laptops are on a usage continuum which is characterized at one end by consumption of small chunks of information with little creation or manipulation; at the other end is broad data consumption and significant creation and manipulation. Tablets are somewhere in the middle and have attributes overlapping both ends of the spectrum. They can be used, for example, to access iPad apps but also full virtual desktops. It is no surprise that executives, who want ready access to small chunks of content in a highly mobile environment while being less likely to create or manipulate content, are more likely to pressure IT for smartphone BYOC policies. Data Consumption, Creation, and Manipulation Implementing 29% Interest 39% 61% 38% 62% 71% No Interest No Executive Pressure Executive Pressure Bring Your Own Smartphones Source: Info-Tech Research Group N = 71 % of Organizations

17. Without proper capabilities, there is simply too much cost & effort required for a successful BYO program No-Go State BYOC would be difficult without a significant cost/effort investment. Currently, users are coming in to work with their iPads despite being discouraged to do so. Infrastructure Traditional, distributed PC environment with some server virtualization, but no desktop virtualization (DV). There are current budget restrictions that prohibit moving forward on DV. Security Early stages of determining what security controls are required to mitigate the risk of employee-owned devices. They use SSL VPN and are investigating ways to leverage this further. Operations/Support Haven’t been able to build a compelling business case to support consumer devices and do not see cost savings in outsourcing. Policies Current policy for contractors connecting to the business network is for IT to ensure the controls on the contractor machine meet or exceed those of the business. There is a user acceptance form in place. They would like to extend this policy to users, but unsure how to police it. Capability Maturity Policy Infrastructure Operations/Support Security Case Study

18. Organizations that have developed capabilities in desktop virtualization are better prepared for BYOC Info-Tech Research Group Can-Go State BYOC may not be desired but can be conceived. Currently, executives are coming to IT asking to bring their iPads into work as they see other businesses are enabling this. Infrastructure Have used presentation virtualization extensively for some users, but not all. Are exploring further virtualization of the desktop. Security Use multi-factor authentication to access the network, have fully encrypted hard drives on their assets, and have developed a plan to move towards a full, authenticated network in the near future. Operations/Support The CIO fully expects BYO to become par for the course and wants to leverage the internal skills achieved through their DV experience. There is some reluctance and concern about rolling out a new support model. Policy Have “secret sauce criteria” in place for dealing with different devices on the network, particularly with contractors. Can limit access for untrusted devices. Capability Maturity Policy Infrastructure Operations/Support Security Case Study

19. Development of capabilities in the four pillars will provide answers to these questions Info-Tech Research Group

29. Consider alternatives to help ease the adjustment of new support arrangements: both for IT and the end user % Info-Tech Research Group Third-party support contracts . As part of a stipend, the business can ask employees to secure support contracts for their devices in case of hardware failure. If employees buy their laptop from a franchise/box store, service contracts are often not suitable for business requirements. In this case, the business may want to contract a suitable service provider and direct employees where to take their devices. A key element of this is having emergency reserves on hand to maintain productivity while the device is being repaired – this could range from previously retired hardware to thin clients. Self-support . The business can also encourage self-service and peer support for some problems. The success of this depends greatly on how comfortable the employee population feels about technology. IT may consider developing a knowledge base or internal wiki that employees can use to self-diagnose and self-help. The changing role of IT from asset manager to service manager. This is a real paradigm shift for IT. The administrative side of desktop management doesn’t really change – managing access and privileges – but IT is no longer managing patching and upgrading on individual machines.

30. The discussion to move towards BYOC is not just about IT policy alone; involve all parts of the business Info-Tech Research Group IT will determine the capability of both the infrastructure and IT staff skills to support the program. It may be necessary to create a skills inventory to determine capability and support guidelines. IT will also outline minimum requirements for devices purchased by employees. HR will define policies that are already available to be leveraged as well as new policies that must be developed. They will also determine how best to handle new employee onboarding, probation periods, and stipend proration if necessary. Finance can crunch the numbers and outline tax implications of the program for the business in order to determine an appropriate stipend amount. Legal will advise as to any compliance or regulatory restrictions that may interfere in widespread deployment of the program. Restrictions may be placed on a department by department basis. See Info-Tech’s BYOC Acceptable Use Policy .

38. If your organization decides to pursue an aggressive policy, think about including a stipend as part of the BYOC policy Info-Tech Research Group Below are purchase details for a new laptop on Dell’s online Small & Medium Business shop which allows for business editions of software, such as the OEM version of Windows 7 Pro rather than Home edition. Compare the cost of an individually purchased laptop against the cost of purchasing a device at volume through the business. Cost considerations: Taxation . Some businesses are eligible for a refund of the sales tax paid toward a business laptop. The amount of the refund varies by the size of the business as well as local tax laws. Cost of Support . The ideal state of a BYOC program is that IT will no longer be responsible for maintenance of the hardware. Calculate the number of man hours spent previously against expected savings. Licensing . Microsoft’s Software Assurance (SA) does not apply to thin clients or employee-owned devices. Compare the cost of SA against the cost of individual licenses or the $100/device/year Virtual Desktop Access (VDA) fee. Dell Vostro 3500 Laptop Processor Intel Core i5 (560M) 2.53GHz/3MB cache Operating System Windows 7 Pro 64-Bit Memory 4GB DDR3 Display 15.6” Hard Drive 320GB SATA Service & Warranty 3 Year Advanced Service Plan (next business day onsite service) Productivity Suite None . Add $399.00 for Office Pro 2010 Anti-Virus None . Add $40.00 for 36 months of Trend Micro Worry-Free Business Security Services Keyboard and Mouse None . Add $99.99 for Wireless Logitech MK710 Included Option Fingerprint reader Price $1219.99 +tax

39. Communication of policy requirements and explicit support expectations will be critical Failure to meet success measures can be a result of communication failures as much as a failure of technical and operational capability. Info-Tech Research Group Here’s a Typical Concern The boss loves his smartphone. He wants to use it for work-related tasks. He also wants anybody in the organization with a smartphone to be able to use one. However, if his smartphone stops functioning, he’ll expect IT to support it. As seen above, a previous Info-Tech survey indicated that over half of respondents (52%) found that support workload increased with a mobile device strategy. If the organization has successfully moved to a model where support is focused on making services available and accessible, support requirements at the access points (access devices) should decrease. But this only works if the user community clearly understands their responsibilities and the obligations of the organization to support the device. Action This is a big culture change, so communication is key. Make sure the policies around BYOC are clear and explicit. Define what is in and out of scope in terms of support and in terms of what can be accessed by the employees using their device. Communications Plan Template for a BYOC Program