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TrendsInEnterpriseMobility:

ConvergenceofMobileBusinessandWebServices

Software&InformationIndustryAssociationBriefing

May16th2002NicholasD.EvansEmergingTechnologySolutionsKPMGConsulting,Inc.(972)373-7429

AgendaEmergingTechnologiesatKPMGConsultingStateoftheEnterpriseMarketITTrendsConvergingonBusinessDriversandBarrierstoAdoptionMobileBusiness&WebServicesConvergenceScenariosBestPracticesContacts&FurtherReadingQ&A1AboutKPMGConsulting,Inc.OurPartnersareLeadersKPMGConsultinghasmorethan50strategicallianceswithleadingeBusinesssolutionproviders--partnerssuchas:SunMicrosystemsCiscoSystemsFedExCorporationOurPhilosophyEnsuresSuccessKPMGConsultingprofessionalsliveourphilosophyofdeliveringoutstandingclientvaluebycombiningreal-world,industry-relevantexperiencewithinnovativeusesoftechnology.OneoftheWorld'sLargestConsultingFirmsKPMGConsultingemploys10,000peopleandservesmorethan2,500clientsinboththepublicandprivatesectors.HeadquarteredinMcLean,Virginia,wehaveprincipalofficesin16countriesonfourcontinents.FirstBigIPOof2001KPMGConsultingbecamepubliccorporationon

February8,2001NASDQsymbol:KCINOurBusinessiseBusinessOurcoreserviceofferingisend-to-endeBusinessintegration.Thisofferingencompasses:SupplyChainBusinessandTechnologyStrategyTradingPartnerIntegrationandExchangesIntegrationandOn-BoardingIntegratedEnterpriseOperationsSystemsandTechnologyIntegrationNetworkSolutionsandWebArchitectureOutsourcingStrategyandProcessesInternetStrategy/BrandingCustomerCareOnlineTraining2WirelessSolutionOfferingsKPMGWirelessSolutionsreadySetGO!mobile SuccessroadmaptogainnewROIbyapplyingwirelessandmobilecomputingtechnologyR2iMobile ProvidesclientswithamethodologyforimplementationofWirelesssolutionsfortheirorganizationutilizingpre-definedreferencearchitecturesdesignedtoachieveafastimplementationofasolutionwhichfocusesonsolvingreal-worldbusinessproblems.WirelessLANs

ProvidesclientswiththedesignandimplementationofWLANstargetedatachievingbusinessvalue.MorefocusedontheintegrationwithapplicationsrunningonWLAN’sthanonjusttheimplementationoftheWLANsthemselvesTransactionPlatforms Providesclientswiththestrategy,designandimplementationofTransactionPlatformstargetedatspecificindustryverticals.Keycharacteristicsofthesesolutionsarethattheyfocusspecificsolutionaspectswhicharerequiredtocompletetransactions.AmongthesekeysolutionaspectsareSecurity,MobileWallet,TransactionProcessing,andScalability.WirelessTransactionPlatformsStrategySystemIntegrationEnablementRoadmapTransactionsAccessNetwork3EmergingTechnologiesatKPMGConsultingThecharteroftheEmergingTechnologySolutionspracticeistokeepKPMGConsultinginstepwithemergingand“disruptive”technologiesby…

Coordinatingtheidentificationofemergingtechnologiesthatarestrategictothebusinessofourclients…

IncubatingthehighestprioritytechnologieswithinKPMGConsultingsothattheycanmatureand…

Launchingthemaseither…

newcoresolutionofferingsorkeydifferentiatorsforourexistingsolutions4EmergingandDisruptiveTechnologiesSomeoftheseemerginganddisruptivetechnologieswillimprovebusinessprocesses,othershavethepotentialtoreshapeentireindustriesThe“Map”positionstechnologiesaccordingtothelevelofimpactwhendeployedandthelevelofpenetrationBusinessImpactReshapeIndustriesReshapeBusinessProcessesImproveBusinessProcessesBusinessPenetrationby200310%20%30%40%50%60%70%80%90%WirelessWeb*mCommerce*WebServices*Voice-over-IP*EnterprisePortals*EnterpriseInstantMessaging*ASPs**P2P*WirelessLANEmbeddedTags*NaturalLanguageInterface*Source:ITExpo,20015SolutionRadarLargeMarketModerateMarketSmallMarketBPPMWebServicesPeerServicesWirelessInfrastructureMgmtReal-TimeM-CommerceFY04+FY04+FY05+FY05+FY02-03LinuxBPOBroadbandPotentialMarketSizeBPMEmbeddedSystemsSecurityWebServicesPeerServices&CollaborationReal-TimeEnterpriseBusinessProcessManagement(BPM)BusinessProcessPerformanceManagement(BPPM)SecurityEmbeddedSystemsLinuxWirelessInfrastructureManagementM-CommerceBroadbandBusinessProcessOutsourcing(BPO)6ITTrendsConvergingonBusiness

MobileBusinessisjustoneofseveraltechnologytrendscreatingtheopportunityforbusinessagilityandcompetitiveadvantageNextgenerationinfrastructuretechnologiessuchasreal-timecomputing,embeddedsystems,webservices,peerservices,andwireless/mobilearebestimplementedandapproachedinaholisticmannerthatexploitsthebenefitsofeachTheyarecloselyinter-related....andoftenmutuallyrequired.…forexample….Webservicesenableanytime,anywhereaccesstoinformationandtransactionsonanydeviceandanyplatformWebservicesbringsnewdevelopmentanddeploymentparadigmstoenterprisesoftwareandtoelectronicbusinessMobilebusinessbringsnewaccessparadigmstoenterprisesoftwareandtoelectronicbusinessWireless/mobileisbecomingakeynodefordigitalservices/webservicestransactionsandprocesses7MobileBusiness&WebServicesM-BusinessDriversAnytime,anywheremobileaccesstoenterpriseprocessesandinformationIncreasedrevenuesIncreasedcustomersatisfactionandretentionReductionofcostsImprovedefficienciesandproductivityReducedcycletimesAbilitytomakefasterandmoreinformeddecisionsDifferentiationfromthecompetitionImproveddataaccuracyWebServicesDriversSoftwareasaservicemovement“Unbundling”ofenterpriseprocesses–virtualenterpriseReductionofcomplexityMigrationtowardsreal-timeenterpriseReductionofcostfordevelopmenteffortsInteroperabilityacrossheterogeneousdevicesandapplicationsLoosely-coupledintegrationthatcanaccommodatechangestobusinessprocessTrendEnterpriseTrendsWebServicesMobileBusinessBackToBasicsEnterprisePerformanceimprovementandcosttakeoutYesYesVirtualEnterpriseOutsourcingofnon-corecompetencies,softwareasaserviceYesYesUbiquitousEnterpriseIncreasingusermobilityandacceleratedpaceofworkYesYesReal-TimeEnterpriseNeedfortimelyaccesstobusiness-criticalapplicationsandinformationYesYes8

EnterpriseproductionimplementationsCRM,SFA,SCM,BusinessIntelligenceAdvancedDevicesTelematicsLocation-BasedServices

WidespreadEnterpriseProductionImplementationsMulti-modalinterfacesContextAwareArtificialIntelligenceRFID(“BitsandAtoms”)M-CommerceStrategyExecution412ViralEnterpriseMobilityTrends&Timeline

Enterpriseeducation/researchHypearoundthe“WirelessWeb”MostlyconsumerfocusedWAPStocks,News,Weather

Enterprisepilotsine-mail,PIM,CRM/SFAEarlystrategyformulationWirelessMiddlewareWASPsUnifiedMessaging

EnterprisestrategyformulationDigitalServices3GProductionDeploymentsWLANAdoptionbarriersareremovedEducation2005+LateMajority2003EarlyMajority2002“Chasm”2001EarlyAdopter1999-2000PioneerEnterpriseProductionDeploymentsofWirelessData9WirelessDataExamplesToday’senterpriselandscapeintermsofwirelessandmobiledeployments….SupplySideOver-abundanceofwirelessmiddlewarevendors…weexpectconsolidationandreturntoprominenceofthemajorplayerssuchasIBM,MicrosoftandOracleIntelligentnewsolutions…forexample,wirelessinfrastructuremanagementfromcompaniessuchasmFormationTechnologiesEliminationofbarrierstoadoption…forexample,recent3GannouncementsfromcompaniessuchasSprintPCSDemandSideStrategyformulation…valuepropositionandbusinesscasedevelopmentPilots…pavingthewayforprocessandbehaviorchangerequiredtoexploitwirelessandmobilesolutionsImplementationbyearlyadopters…forexampleInfoWaveandAmericanUniversity10WirelessDataExamplesAmericanUniversity

AmericanUniversityaskedKPMGConsultingtoconductadetailedstudyandpilottodeterminetheviabilityofofferingwirelessvoiceanddataservicetostudents,facultyandstaff.TheKPMGConsultingteamcombinedmarketresearch,financialanalysisandcompetitiveanalysistoevaluateandvalidatetheopportunity.KPMGConsultingthenhelpedtheclientselectvendorsandconductatwomonthpilotofawirelessvoiceanddatasystem.. Thesuccessfulconclusionofthepilotvalidatedthewirelessstrategyandproposedwirelessnetwork.OnMay1,2002,AmericanUniversityannouncedtheirplanstoimplementcampus-wide,thewirelesssystemtohandlevoice,dataandmessaging.InfoWave

Infowavedevelopssoftwarethatallowsmobileanddisparateworkforcestoaccesscorporatenetworksusingwirelessdevices.Tosupportitsrapidanddynamicgrowth,theclientwantedtoimplementaCRMsolutiontoprovidemoreaccurate,up-to-datecustomerinformationtoitssalesforceandchannelpartners. ThewirelessCRMsolutionwasdeployedtoend-userswithinsales(insideandregional),marketing,productmanagement, customerservice,corporatecommunications,investorrelationsandtotheexecutiveteam.Thesolutionprovideduserswithreal-time,read/add/updatefunctionalitywhileconnectedwirelessly.Withinastandardwebbrowserontheirmobiledevice,usershavereal-timevisibilityintotheentireprospect/customerprofile.SomeofearlyROImetricsinclude:ImprovedProductivity(salescyclereductionof50%,improvementofleadreceipttoresponseby100%)ReductioninOperatingCosts(reductioninpartner-relatedcostsby50%,moreeffectiveuseofmarketingexpenditures)GaininMarketShare(increaseincustomerbaseby20%)ImprovementinBottomLine(increaseincustomer-paidinstallationsby300%)eCustomerWorldGoldenAward2001forexcellenceinitsMobileCRMSolutioncategory

11What’sNeeded?WhatwillaidenterpriseadoptionofMobileBusinessandWebServices?ImprovedeconomicclimateandindustrymaturityFocusonbusinessbenefitsnottechnicaldistractionsCompellingvaluepropositionsforenterpriseadoptionSolutionsthataccommodatetoday’slimitationsindevices,standards,bandwidthandcoveragePioneersandearlyadoptersgeneratingsuccessstoriesandROIstoriesSeriouspilotswithclearobjectivesandnot“sciencefairs”CarefullyexecutedstrategiesanddeploymentsthatleveragesynergiesbetweentheseemerginganddisruptivetechnologiesFundamentalunderstandingthatemergingtechnologiesarethenextcompetitiveadvantage12MobileBusiness&WebServicesIndustryScenariosExamplesofwheremobilebusinessandWebservicescanbeappliedincombinationtosolveenterpriserequirementsBestPracticesRecommendationsforenterpriseswhenconsideringtheconvergenceofmobilebusinessandWebservices13IndustryScenarios–Chemicals

CreatingtheReal-TimeEnterprise–MobilityandBusinessProcessPerformanceManagement(BPPM)Achemicalscompanyusingwirelessandmobiledevicesaspartofabusinessprocessperformancemanagementsystemtiedtosalesandfieldoperations.Benefits/ObservationsMobiledeviceshelptomovetotherequiredlevelofvisibilityandaccesstoinformationProvidessalesforcewithalertsrelatedtosalesopportunities(leads)andsalesexceptions(customerpurchasingpatternsoutoflimits,inventoryunavailable,logisticsissues)Managementbyexception–mobiledevicebecomesabusinessdevicemonitoringthebusinessactivitiesandkeyperformanceindicatorsMobiledevicesprovideanalertmechanismforfasterresponsetobusinessprocessexceptionsApplicationintegrationaccomplishedviaWebservices14IndustryScenarios-Communications

CreatingNewRevenueStreams-DeliveryandIntegrationofDigitalServicesAmobilehandsetmanufacturermovingintodigitalservicessuchasdownloadableringtoneshastwochallenges–payloaddeliverytothedeviceandback-endintegrationwithwirelesscarrierbillingsystems.Benefits/ObservationsMobiledevicesaretheendpointforthepayloaddelivery–effectivelyservingasthesubscriberforWebservicesNewintegrationtechniquessuchasWebservicescanhelptospeedintegrationandreducecostsofconnectingintoback-endcarrierbillingsystemsWirelessInternetvaluechainisenhancedviawebservices–complexityisreducedandopenstandardshelptofosterinter-connectionofvaluechainparticipants15IndustryScenarios-Software

CreatingNewServices–MobileplatformsclimbingupthestackincorporatingWebservices-basedapplicationsAwirelessmiddlewarevendormovingupthestackviaacquisitionofavendorinthefieldforceautomationspace.TheyareaddingworkflowontopoftheirbasictranscodingengineandsupportingstandardssuchasSOAPbothinthedevelopmentenvironmentandtheruntimeenvironment.Benefits/ObservationsMobilebusinesstechnologiesarebecomingembeddedintoallapplicationsAllapplicationsaregainingwebservicesfunctionalityassoftwaremovestowardsthesoftwareasaservice(SaaS)modelResultwillbethatmostsoftwarewillhavemobilefunctionalityandwebservicesfunctionalityaskeyinfrastructureelementsthatsupportthebusinessfunctionality16IndustryScenarios-Manufacturing

SupplyChainVisibility–MobiledevicesandwebservicesforspeedingvendorqualitymanagementWithinthesupplychain,informationonthequalityofgoodsreceivedatawarehouseisrecordedonaPDAwithwirelessconnectivity.Theresultsaretransmittedtoareal-timesystem,coupledwithwebservicesintegrationtopartnersystems,inordertomanagevendorquality.Thereal-timenatureoftheinformationflowhelpsreducecycletimesandincreaseproductivitycomparedwithmoretraditionalbatch-orientatedprocesses.Informationcapturedelectronicallyatthepointofactivityalsoeliminatestheneedforduplicatedataentryinthebackoffice,henceimprovingdataaccuracy.Benefits/ObservationsMobiledeviceshelptoensuredataaccuracyandinformationcaptureatthepointofbusinessactivityReal-timesystemshelptoensurezerolatencyfromdatacollectionatthewarehousetointegrationandreportingtopartnersystemsWebserviceshelptoeaseintegrationwithmultiplepartnersystems17TakeaHolisticApproach

1)Don’tconsiderMobileBusinessorWebServicesinavacuumMobileBusiness:

Additionalchannelthatenhancesexistingchannels.JustasE-BusinessbecomesembeddedinthebusinesssowillM-BusinessWebServices:

Emergingtechnologiescanalsoplayarole–webservices,peerservices,embeddedsystems(machine-to-machine)BusinessImpactReshapeIndustriesReshapeBusinessProcessesImproveBusinessProcessesBusinessPenetrationby200310%20%30%40%50%60%70%80%90%WirelessWeb*mCommerce*WebServices*Voice-over-IP*EnterprisePortals*EnterpriseInstantMessaging*ASPs**P2P*WirelessLANEmbeddedTags*NaturalLanguageInterface*Source:ITExpo,2001MobileBusiness&WebServicesImpact:

Alongwithwebservices,M-Businesstechnologiesrepresentanotheremergingtechnologycategorythathasthepotentialtoreshapeentireindustries!18Loo三ka三tF三und三ame三nta三lS三yne三rgi三es2)Bot三hm三obi三le三bus三ine三ss三and三We三bs三erv三ice三sa三ppl三yt三ot三oda三y’s三en三ter三pri三se三ini三tia三tiv三es三–v三irt三ual三,r三eal三-ti三me,三ub三iqu三ito三us三and三“b三ack三-to三-ba三sic三s”三via三co三st三tak三eou三ta三nd三per三for三man三ce三imp三rov三eme三ntMob三ile三Bu三sin三essNot三ju三st三the三in三ter三sec三tio三no三fI三nte三rne三ta三nd三Wir三ele三ssNot三ju三st三the三“w三ire三les三sw三eb”All三ows三ne三wb三usi三nes三sm三ode三ls,三ne三wp三roc三ess三es,三an三dr三eal三-ti三me三com三put三ingRem三ove三sf三orm三er三pro三ces三sb三ott三len三eck三sa三nd三per三mit三si三nfo三rma三tio三na三nd三tra三nsa三cti三ons三at三th三ee三dge三of三th三ec三orp三ora三tio三nWeb三Se三rvi三cesNot三ju三st三for三in三teg三rat三ionNot三ju三st三cos三tr三edu三cti三on三and三co三mpl三exi三ty三man三age三men三tAll三ows三ne三wb三usi三nes三sm三ode三ls,三ne三wp三roc三ess三es三and三re三al-三tim三ec三omp三uti三ngAll三ows三dy三nam三ic三ass三emb三ly三of三bus三ine三ss三tra三nsa三cti三ons三an三dl三oos三ely三-co三upl三ed三int三egr三ati三onMob三ile三Bu三sin三ess三&三Web三Se三rvi三ces三Im三pac三t:All三ows三us三to三st三art三to三sh三ape三te三chn三olo三gy三aro三und三ou三rse三lve三sa三nd三our三bu三sin三ess三pr三oce三sse三si三nst三ead三of三sh三api三ng三our三sel三ves三ar三oun三dt三ech三nol三ogy19Inc三orp三ora三te三Pro三ces三s3)Inc三orp三ora三te三pro三ces三sa三nd三wel三la三st三ech三nol三ogyMob三ile三Bu三sin三essOpp三ort三uni三ty三to三cre三ate三en三tir三ely三ne三wp三roc三ess三es三as三wel三la三st三or三e-e三Opportunitytoeliminateboth“static”and“dynamic”bottlenecks–queues(toolittlemovement)orworkawayfrompointofbusiness(toomuchmovement)WebServicesWebservicesandbusinessprocessmanagement.Conceptof“businessservicesorchestration”(Fuego)acrosspeopleandapplications–mobiledevicesincludedMobileBusiness&WebServicesImpact:Asyouviewmobilebusinessfromaprocessperspective,Webservicescanserveastheenablertopublishandsubscribetosoftwareservicesinaprocess-orientedapproach.Themobiledeviceinteractionbecomespartoftheprocess.20Mov三et三owa三rds三Re三al-三Tim三e4)Und三ers三tan三dy三our三pe三rp三roj三ect三ne三eds三on三thMobileBusiness:

Needforreal-timeinformationandreal-timeconnectivity(wirelessWAN)vs.morebatch-orienteddailyconnectivity(wirelessLANandcradlesynchronization).WebServices:

Dynamicassembly,businesswebsMobileBusiness&WebServicesImpact:Asyoumovetowardsthereal-timeenterprise,thesetwotechnologiesbecomemoreintricatelylinked.Planyourprojectsaccordinglybasedupontheirreal-timerequirements.Mob三ili三ty三Con三tin三uumCra三dle三Sy三nch三ron三iza三tio三n(三Bat三ch)Wir三ele三ss三LAN三(H三our三ly)e.g三.w三are三hou三se三act三ivi三tyWir三ele三ss三WAN三(N三ear三Re三al-三Tim三e)e.g三.s三ale三e.g三.o三rde三rs三tat三usRea三l-T三ime三En三ter三pri三seWeb三se三rvi三ces三fo三rd三yna三mic三as三sem三bly三of三pr三e-a三rra三nge三dp三art三ner三sWeb三se三rvi三ces三fo三re三nte三rpr三ise三ap三pli三cat三ion三in三teg三rat三ionSta三tic三or三Ba三tch三Tr三ans三act三ion三s21Loo三ka三tS三oft三war三eP三lat三for三mC三onv三erg三enc三e5)Pla三nf三or三sof三twa三re三pla三tfoMobileBusinessConvergenceofEAI,applicationserverandmobileserverfunctionsWebServicesIncorporationofWebservicestechnologiesintoapplicationserverplatformsMobileBusiness&WebServicesImpact:Asvendorsbuildoutthefunctionalityoftheirapplicationserverplatforms,mobilebusinessandWebservicessupportwillbecomestandard.PlanyourITarchitectureaccordingly.App三lic三ati三on三Ser三ver三sMob三ileSer三ver三sEAI三/三B2BSer三ver三sWeb三Se三rvi三ces三Su三ppo三22Bes三tP三rac三tic三esSum三mar三yo三fE三nte三rpr三ise三Re三com三men三dat三ion三s1)三Tak三ea三ho三lis三tic三ap三pro三Don’tconsiderMobileBusinessorWebServicesinavacuum2)LookatfundamentalsynergiesBothmobilebusinessandWebservicesapplytotoday’senterpriseinitiatives–virtual,real-time,ubiquitousand“back-to-basics”viacosttakeoutandperformanceimprovement3)IncorporateprocessIncorporateprocessandwellastechnology4)Movetowardstoreal-timeUnderstandyourperprojectneedsonthemobilitycontinuum5)LookatsoftwareplatformconvergencePlanforsoftwareplatformconvergence23Con三tac三ts24Fur三the三rI三nfo三rma三tio三nLea三rn三abo三ut三wir三ele三ss三in三our三We三bS三eri三es三on三Mob三ile三Op三por三tun三iti三es!三Vi三ew三1h三our三pr三ese三nta三tio三ns三any三tim三eo三nt三he三Web三!Wir三ele三ss:三Th三eF三oun三dat三ion三f三or三Enh三anc三ed三Pro三duc三tiv三ity-P三res三ent三ed三by三Cis三co三Sys三tem三sExt三end三ing三th三eE三nte三rpr三ise-P三res三ent三ed三by三Sie三bel三Sy三ste三msFro三mE三nte三rpr三ise三to三En三dD三evi三ce-P三res三ent三ed三by三Sel三ect三icaWir三ele三ss三in三Act三ion三-Re三al三Exa三mpl三es-P三res三ent三ed三by三Bri三enc三eStr三ate三gic三Mo三bil三eS三olu三tio三ns-P三res三ent三ed三by三KPM三GC三ons三ult三ing25Fur三the三rR三ead三ing26Q&A“Ove三rt三he三pas三td三eca三de,三th三et三ech三nic三al三cha三lle三nge三fo三rb三usi三nes三ses三ha三sb三een三to三im三ple三men三tlar三ge三pac三kag三ed三sof三twa三re三app三lic三ati三ons三su三ch三as三ent三erp三ris三er三eso三urc三ep三lan三nin三g,三cus三tom三errel三ati三ons三hip三ma三nag三eme三nt三and三su三ppl三yc三hai三nm三ana三gem三ent三sy三ste三ms.三Th三ec三hal三len三ge三ove三rthe三ne三xt三dec三ade三wi三ll三be三to三imp三lem三ent三th三en三ext三ge三ner三ati三on三of三sof三twa三re三in三am三ann三er三tha三tis三cat三ego三ry-三agn三ost三ic.In三oth三er三wor三ds,三ho三we三nte三rpr三ise三se三xpl三oit三th三eb三usi三nes三sa三nd三tec三hni三cal三li三nka三ges三an三dove三rla三ps三bet三wee三ns三oft三war三ec三ate三gor三ies三an三dc三omp三one三nts三wi三ll functionsofthecomponentsthemselves.Asenterprisesbecomemorevirtualand morebusinessfunctionsareoutsourced,therawelementsofspeedandflexibility,and thelevelofcollaborationbetweensoftwarecomponentswillbekeyfactorsincreatingcompetitiveadvantage”–NickEvans,KPMGConsultingInc.279、靜夜三四無鄰三，荒居三舊業(yè)貧三。。4月-三234月-三23Sat三urd三ay,三Ap三ril三29三,2三02310、雨中三黃葉樹三，燈下三白頭人三。。14:三10:三1814:三10:三1814:三104/2三9/2三023三2:三10:三18三PM11、以我三獨(dú)沈久三，愧君三相見頻三。。4月-三2314:三10:三1814:三10Apr三-2329-三Apr三-2312、故人三江海別三，幾度三隔山川三。。14:三10:三1914:三10:三1914:三10Sat三urd三ay,三Ap三ril三29三,2三02313、乍見三翻疑夢(mèng)三，相悲三各問年三。。