Mobility Strategy Maturity Model

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CEB Applications Leadership Council

CEB Infrastructure Leadership Council

Mobility Strategy Maturity Model

Develop a comprehensive strategy for enabling

high-value enterprise mobile capabilities.

Business Capability Alignment

Employee and Customer Enablement

IT Delivery Structures

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How to Use the Model:

Developing an Enterprise Mobility Strategy

The diversity of business needs, fragmentation of technologies, and rapid pace of change in the mobile

environment have forced many organizations into a reactive, uncoordinated approach to enabling mobility.

To generate the greatest business value from mobility, organizations need to create a long-term mobility

strategy that directly aligns to business objectives and individual employee and customer demands.

The Mobility Strategy Maturity Model identifies the 10 critical components required for IT functions

to effectively support enterprise demands for mobility.

Critical Components of an Enterprise Mobility Strategy

Provisioning Support

Solution Design

Improve employee and customer access to and use of enterprise information.

Roadmapping Performance Measurement

Opportunity Identification

Align mobile investments to enabling or enhancing critical business capabilities.

Risk Management Team Structure

Solution Delivery Architecture

and Standards

Employee and Customer Enablement

Business Capability Alignment

IT Delivery Structures

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How to Use the Model:

Assessing the Maturity of an Enterprise Mobility Strategy

A mature enterprise mobility strategy requires organizations to incorporate mobility as a requirement of

all IT capabilities instead of delivering it as a distinct set of solutions or capabilities. The Mobility Strategy

Maturity Model lays out the path to develop maturity across each of the 10 critical components of an

enterprise mobility strategy. IT leaders should use this model to baseline the current maturity of their mobility

strategies and to create a plan to advance enterprise mobility within their organizations.

Maturity Levels of an Enterprise Mobility Strategy

Ent

erprise V

alue fr

om Mobility

Enterprise Mobility Strategy Maturity

Stage 1: Introducing Mobility

Basic mobile capabilities are delivered inconsistently across the enterprise.

Stage 2: Integrated Mobile Capabilities

Delivery of high-value mobile capabilities is coordinated across the enterprise.

Stage 3: Ubiquitous Mobility

Mobility is incorporated as a requirement of all IT capabilities.

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Business Capability Alignment

Align mobile investments to enabling or enhancing critical business capabilities.

OPPORTUNITY IDENTIFICATION:Identify opportunities for mobile that deliver the greatest business value.

Level 1: Introducing Mobility Level 2: Integrated Mobile Capabilities Level 3: Ubiquitous Mobility

■ Mobile opportunities are identified

in a reactive, ad hoc manner.

■ There are no defined criteria for

evaluating or prioritizing mobile opportunities.

■ IT and business leaders generate a list

of desired mobile projects as part of the annual strategic planning process.

■ ROI-based business cases are used

to evaluate and prioritize mobile projects.

■ Business capability roadmaps are

used to identify opportunities to further strategic goals through mobility.

■ Analysis of employee workflows and

customer transactions is used to identify mobile opportunities with greatest value.

ROADMAPPING: Plan implementation of mobile solutions that align with business capability roadmaps.

■ Applications, Infrastructure, and other

IT functions maintain uncoordinated mobile roadmaps.

■ Mobile technology roadmaps are

developed in isolation from other technology investment plans.

■ An enterprise mobile roadmap

includes solutions for delivering mobile capabilities across functions and teams.

■ Mobile technologies are incorporated

into business capability roadmaps.

■ Mobile roadmaps are integrated

with roadmaps for other emerging technologies such as cloud, analytics, and collaboration.

PERFORMANCE MEASUREMENT:Measure the success of enterprise mobility investments by their impact on business objectives. Level 1: Introducing Mobility Level 2: Integrated Mobile Capabilities Level 3: Ubiquitous Mobility

■ Success of mobile initiatives is

assessed qualitatively through enterprise employee and customer feedback.

measured quantitatively through download and utilization rates.

measured by their impact on critical business objectives (e.g., employee productivity, brand awareness, customer loyalty).

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Employee and Customer Enablement

Improve employee and customer access to and use of enterprise information.

SOLUTION DESIGN: Design mobile-enabled applications for information usability that enable employee workflows and customer transactions.

■ Business leaders provide

requirements for mobile solutions.

■ Solution design focuses on

functionality requirements.

■ IT solicits requirements for mobile

solutions from target users.

■ Solution design balances usability

with functionality.

■ Demand and usage patterns are

analyzed to understand mobile requirements.

■ Solution design considerations focus

on enabling access to information and minimizing the effort required to execute transactions or workflows.

■ A dedicated user experience guru

collaborates with business leaders and IT delivery teams to improve usability and adoption.

PROVISIONING: Develop a provisioning model that balances scale with the ability to customize mobile solutions to meet individual preferences and workflows.

■ Corporate-owned mobile devices are

provisioned to a subset of employees based on seniority and travel requirements.

■ A standard suite of basic

mobile-enabled applications are available only on corporate-owned devices.

■ A list of personally owned devices are

approved for limited enterprise use.

■ Employee segments receive

role-based packages of mobile-enabled applications through a corporate app store.

■ The IT service catalog specifies

mobile devices and mobile-enabled applications that can be provisioned to employees.

■ IT curates the corporate app store

and vets all internally and externally developed apps for reliability, security, and licensing.

■ Employees and customers create

their own packages of mobile-enabled applications and devices based on individual preferences.

■ All services in the IT service catalog

include details on how they can be accessed via mobile platforms.

SUPPORT: Build a support model that facilitates resolution of employee and customer issues while mobile.

■ Standard IT service desk channels

and processes are used for mobile issue support.

■ FAQ documents and self-support

resources are provided to guide employees and customers on resolving mobile issues.

■ The IT service desk enhances user

support for mobile issues through additional channels (e.g., text ticket submission, mobile video support).

■ IT provides forums for employees and

customers to collaboratively share solutions to mobile issues.

■ IT support for mobility focuses on

issue prevention through coaching on competencies required to use technology productively.

■ Analysis of mobile issue patterns

guides iterative development of self- and collaborative help resources.

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IT Delivery Structures

Structure the IT organization and processes to support enterprise demand for mobility.

SOLUTION DELIVERY:Develop a framework to guide decisions for selecting and implementing solutions that align to business

objectives, employee and customer requirements, and IT strategy.

■ Build, buy, or outsource decisions

are based on standard IT sourcing guidelines.

■ A stage-gated approach is used to

develop and deliver mobile solutions.

■ Build, buy, or outsource decisions are

made on a case-by-case basis.

■ Mobile solutions are developed

iteratively and released incrementally.

■ Build, buy, or outsource decisions

are based on mobile reference architecture and business strategy.

■ Mobile solutions are continuously

monitored for enhancement opportunities to meet evolving demands.

ARCHITECTURE AND STANDARDS: Build a future-ready mobile architecture that enables rapid implementation of mobile solutions

and can adapt to new technologies.

■ Mobile point solutions are

implemented independently of the overall IT architecture.

■ Basic mobile standards are adopted

in response to implementation of individual solutions.

■ An enterprise mobile reference

architecture includes standards, patterns, and implementation guidelines.

■ A services-based reference

architecture connects internal and external data and information to a variety of mobile-enabled applications and interfaces.

■ Mobile architecture and standards

are regularly reviewed and upgraded based on evolving demands and the technology landscape.

RISK MANAGEMENT:Right-size security controls to balance the value of enabling mobile access to corporate information and systems

with the level of risk posed.

■ Security policies prohibit mobile

access to corporate systems for all but basic systems with minimal risk levels.

■ A framework is used to assess the

risk profile of corporate systems, and access to systems below a defined risk threshold is permitted on mobile solutions.

■ Security is part of established

coding practices for mobile-enabled applications.

■ The level of mobile access is tailored

dynamically based on the level of risk of the access request and the sensitivity of information being accessed.

■ For access requests at high risk

levels, IT provides alternate ways of accessing important information and capabilities.

TEAM STRUCTURE: Develop and organize IT talent to deliver on enterprise needs for mobility.

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