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Enterprise mobility is a trend that is presenting organizations with both new opportunities and challenges.


  • IT must understand the needs and behavior influencing the mobility trend, and their impact on how support is delivered. Adopting a strategic approach can help organizations in overcoming some of the more common challenges associated with enterprise mobility management (EMM), and can help to ensure the right practices and appropriate technology are in place that can help in realizing value from a mobility initiative.

Features and Benefits

  • Evaluates how the bring-your-own trend has accelerated interest in enterprise mobility.
  • Analyzes how enterprise mobility continues to impact user expectations relating to support.

Key questions answered

  • What mobility strategies can be employed in helping organizations realize value from enterprise mobility?
  • How must IT support practices evolve in meeting the demands of an increasingly mobile workforce?
  • Which technologies can support IT departments' enterprise mobility goals?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

IT must recognize and respond appropriately to evolving user needs and behavior relating to mobility

  • The bring-your-own trend has accelerated interest in enterprise mobility
  • Business relationship management and service level management can help IT to better understand changing needs
  • Multiple enterprise mobility strategies exist
  • Delivering against user expectations must be balanced with a need to mitigate risk

Enterprise mobility continues to impact user expectations relating to support

  • A mobility mismatch exists that ITSM can help fix
  • Mobility considerations must extend beyond the device alone
  • Mobility will continue to create new opportunities by which IT and business processes can be optimized

Technology is an important component in helping organizations realize value from an enterprise mobility strategy

  • Delivering an optimal user experience is vital
  • The importance of human-centric support must not be forgotten
  • Mobile device management solutions are the most commonly adopted
  • ITSM solutions are evolving in response to the mobility trend
  • More connected devices deliver new opportunities to contextualize service delivery and support


  • Further reading
  • Author

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